Add/Change Problem Specification Attributes

You can use the Specifications tab in the Problems (SP) application to define a problem further by classifying it and adding attributes to it. For example, a problem 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 problems, which makes it easier to find and manage problems.  

To add problem specification attributes:

1. Display the problem 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 problem, or to reclassify it. If there is a customer on the problem, 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 problem, then only global classifications are listed. The attributes associated with the selected classification appear in the Attributes table window.

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

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 problem, 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 problem, then only global attributes are listed.

If the attribute you want to associate with the problem does not appear 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 problem. Optionally, you can add an attribute from the Select Value list that is not associated with the classification, and it has no affect on the classification; the attribute is only added to the problem.     

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

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

To change specification attributes associated with a problem:

1. Display the problem 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 problem. The attributes associated with that classification appear in the Attributes table window.

4. Complete one or both of the following steps:

• Reclassify the problem 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 Problem .

To delete specification attributes associated with a problem:

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

1. Display the problem record from which you want to delete an attribute.

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 problem, 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 Problem , at which time the attribute is removed from the problem. When you remove an attribute from a problem, you do not remove the attribute from the classification; to do so, use the Classifications (SP) application.  

See Also

Specifications Tab

Classify Problem