Classify an IncidentClassify an IncidentClassifying an incident helps agents and managers search for applicable solutions, enter the record into work flow, and escalate the incident for further attention. When you assign a classification to a record, you copy the full path leading to that classification, which lets you see each node in the classification hierarchy.
You can classify or change the classification of a record until you change the status of the record to CLOSED. You might need security authorization to classify a record.
In the Incidents (SP) application, display the record you want to classify.
In the Classification field, specify a classification. 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 classification attributes are copied to the Specifications tab.
Click Save
Incident
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To reclassify an incident, follow the same steps you followed for the initial classification.
To remove the classification, in the Classification field, click Detail Menu > Clear Classification.
Note: You can also classify an incident using the Specifications tab, where you can also add and manage attributes for the incident.