Add/Change Incident Specification Attributes

You can use the Specifications tab in the Incidents (SP) application to define an incident further, by classifying it and adding attributes to it. For example, an incident might involve the classification of a laptop, with attributes of memory, speed, disk space, and operating system, for which you can specify values. Attributes and their values help to categorize incidents, which makes it easier to find and manage incidents.  

To add incident specification attributes:

1. Display the incident record to which you want to add specification attributes.

2. Click the Specifications tab.

3. In the Classifications field, click Detail Menu and then Classify to select a classification path (if one is not already selected) for the incident, or to reclassify it. If there is a customer on the incident, the classifications that belong to that customer or its parent customer are listed here, as well as global classifications. If there is no customer on the incident, then only global classifications are listed. The attributes associated with the selected classification appear in the Attributes table window.

If the classification that you want to associate with the incident is not in the classification path list, you can use the Classifications (SP) application to associate that classification with the incident type of records. After the classification is associated with incident records, it appears in the list of classifications you can associate with a specific incident.   

4. Click New Row.

5. In the Attributes required field, enter an attribute or click Select Value to retrieve a value from the list that appears, and complete the remaining fields.  

If there is a customer on the incident, the attributes that belong to that customer or its parent customer are listed here, as well as global attributes. If there is no customer on the incident, then only global attributes are listed.

If the attribute that you want to associate with the incident is not in the Select Value list, you can use the Classifications (SP) application to add that attribute to the valid list of attributes. After the attribute is added to the valid list, it appears in the list of attributes that you can associate with a specific incident. If appropriate, you can add an attribute from the Select Value list that is not associated with the classification, and you do not affect on the classification; you only add the attribute to the incident.     

6. Repeat steps 4 and 5 for each specification attribute you want to add to the incident record.

7. Click Save Incident . The system displays a message that confirms that the record has been saved.

To change specification attributes associated with an incident:

1. Display the incident record that has the specification attribute that you want to add.

2. Click the Specifications tab.

3. In the Classifications field, click Detail Menu and then Classify to select a classification path (if one is not already selected) for the incident. The attributes associated with that classification appear in the Attributes table window.

4. Complete one or both of the following steps:

• Reclassify the incident from the Classification field to associate a new set of attributes with it.

• Change the values in the attribute row of the Attributes table window.

5. Click Save Incident .

To delete specification attributes associated with an incident:

You can delete a specification attribute from an incident. You might need security authorization to delete a specification attribute.

1. Display the incident record that has the specification attribute that you want to delete.

2. Click the Specifications tab.

3. In the Classifications field, click Detail Menu and then Classify to select a classification path (if one is not already selected) for the incident, or to reclassify it. The attributes associated with that classification appear in the Attributes table window.

4. In the Attributes table window of the Specifications tab, find the row containing the attribute that you want to delete.

5. At the end of the row, select Mark Row for Delete . If you decide not to delete the row, click Undo Delete .

6. Repeat steps 4 and 5 for each row that you want to delete.

Note: The attribute remains marked for delete until you click Save Incident , at which time the system removes the attribute from the incident. When you remove an attribute from an incident, you do not remove the attribute from the classification; to do so, use the Classifications (SP) application.  

See Also

Specifications Tab

Classify Incident