ClassificationsClassificationsClassifications identify and characterize similar objects. A building, a laptop computer, or a centrifugal pump can each be a classification. A classification can also describe an event, for example, a broken window, a hard disk failure, or a request for a new e-mail account.
You can classify objects such as locations, assets, items, sales orders, and work orders. Classifications for work orders, tickets, and sales orders can be used as one of the matching criteria for service level agreements, response plans and price schedules. Matches can then be applied to records.
A classification can be singular, or you can develop a classification structure, by joining two or more classifications into a hierarchy. For example, you can split the classification CENTRIFUGAL PUMP into two classifications, PUMP and CENTRIFUGAL and then join them into a two-level classification structure, PUMP \ CNTRFGL. The PUMP classification can then be reused with other pump types, such as rotary or reciprocating, as in the following classification structures:
PUMP \ ROTARY
PUMP \ RECPRCTN
The classification CNTRFGL can also be used with the classification FAN to create the classification structure FAN \ CNTRFGL, which represents a centrifugal fan.
In a classification hierarchy, the next level up is called the parent, and the next level down is called the child. The term ancestor is used to describe all the classifications that come before a classification within a hierarchy. While a classification can have several ancestors, it can have only one parent. The term descendant is used to describe all the classifications that come after a classification within a hierarchy.
You can use a numbering system in which a number describes the position of the classification in the classification structure and the number of digits describes the level in the hierarchy. Numbering systems are suitable only if they are not subject to change, because the identifier of the classification (PUMP, 30612456, ROTARY) cannot be changed. The identifier can be deleted only if it is not used in a classification hierarchy.
You use the Classifications (SP) application to build the following classification structure:
Someone contacts the service desk and requests a Windows XP installation. The agent creates a change ticket with a classification path of IT \ SOFTWARE \ INSTALLS \ WINDOWS XP.
There are two types of classifications, global classifications and customer-specific classifications. Global classifications are available to all users. Customer-specific classifications can be restricted from view depending on the security profile of the user. Classification hierarchies can be entirely global, entirely customer specific, or a mix of both.
An attribute is a characteristic of a classification. There are two types of attributes, global attributes and customer-specific attributes. You can associate customers only with customer-specific attributes, not with global attributes. Customer-specific attributes can be associated with many, one, or no customers.
Global classifications and customer-specific classifications can each have both global attributes and customer-specific attributes. However, on a customer-specific classification the customers that can be associated with a customer-specific attribute must be one of the customers associated with the classification.
You create the following global classification: IT \ HARDWARE \ PRINTER. All of your customers track the speed and printing quality of their printers, so you make SPEED and QUALITY global attributes. Three of your customers want to track the weight of the printer, so you define WEIGHT as a customer-specific attribute of this classification, and associate it with those three customers.
The classification has the following attributes:
|
Attribute |
Description |
Global attribute? |
|
SPEED |
Pages per minute |
Yes |
|
QUALITY |
Dots per inch |
Yes |
|
WEIGHT |
Weight in Kg |
No – it is a customer-specific attribute |
When you create a classification, the attributes of that classification are copied to the Specification tabs in applications that you specify. When you classify a record in these applications, global attributes are always copied to the Specification tab. A customer-specific attribute is copied to the Specification tab when the customer that is associated with the attribute is the same as the customer on the record or the parent of the customer.