Attributes of customer-specific classificationsAttributes of customer-specific classificationsYou use attributes to define the characteristic of a classification. Customer-specific attributes can be associated with one, many, or no customers. If a customer-specific attribute is not associated with any customers, it will not be used.
Customer-specific classifications can have either global attributes or customer-specific attributes. You cannot associate a customer with a customer-specific attribute if that customer is not associated with the classification.
The customer-specific classification, IT \ HARDWARE \ PRINTER, can have the following attributes:
|
Attribute |
Description |
Global attribute? |
|
MEMORY |
Memory |
Yes |
|
PROCSPEED |
Processing speed |
Yes |
|
WEIGHT |
Weight in Kg |
No – it is a customer-specific attribute |
You manage printers only for customers 1, 2, and 3. Memory and processing speed are common attributes for all IT hardware printers, so you set them as global attributes. Customers 2 and 3 want to record the weight of the printer, so you set the WEIGHT attribute as a customer-specific attribute on the IT \ HARDWARE \ PRINTER classification and associate customers 2 and 3 with WEIGHT. When a fault occurs on a printer and an agent creates a service request for customer 1 and classifies the problem, only the MEMORY and PROCSPEED attributes are copied to the specification table on the service request. If the service request is for customer 2 or customer 3, then all three attributes are copied.
If you win a contract with customer 4 who also has IT hardware printers, then you must associate customer 4 with the classification before you can associate customer 4 with the WEIGHT attribute.
Customer-specific classifications