Incident classificationsIncident classificationsIncident classifications identify and characterize similar incidents. In addition to incidents, you can classify several objects, such as assets, locations, items, and sales orders.
You can add a classification to an incident on the Specification tab of the Problems (SP) application.
There are two types of classifications; global classifications, and customer-specific classifications. Global classifications can be added to any incident, including incidents with no customer associations. Customer-specific classifications are relevant only to certain customers. An incident can use customer-specific classifications only if the customer (or parent of the customer) on the incident is associated with the classification.
Attributes define the characteristics of a classification. When you classify an incident, attributes of the classification are copied to the Specification tab as determined by the customer of the incident.
There are two types of attributes; global attributes and customer-specific attributes. All incidents can use global attributes, including incidents with no customer associations. Customer-specific attributes are relevant only to certain customers and are copied to the Specification tab when the customer (or parent of the customer) on the incident is associated with the attribute.