About Classification MatchesAbout Classification MatchesYou add conditions to response plans to define when the a response plan is applicable to a ticket, work order, or sales order. Classification is one of the conditions that you specify on a response plan. This topic describes the way that the system matches classifications between records.
For more information about classifications, see the Classifications (SP) application help.
Typically, you group classifications into a hierarchy of parent-child classifications. For example, you have a classification hierarchy for IT service requests described in the following way:
End User Issue \ Hardware | Laptop \ Display
"End User Issue" is the parent classification of "Hardware." "Hardware" is the parent classification of "Laptop," and so on.
You typically assign numeric values to classifications. In numeric format, the classification for IT service requests hierarchy is the following:
1 \ 101 \ 10102 \ 1010202
The value "1" corresponds to the description "End User Issue," and so on.
Classifications can be generic or specific. Using the previous example, the classification"1010202" (Display) is fairly specific. It always has the parent "10102," which always has the parent "101," which always has the parent "1." The classification "1" is generic, while the classification "1 \ 101 \ 10102 \ 1010202" is specific. Use the following rules when adding classifications to conditions on response plans:
The more specific a classification is on response plans, the more restrictive is the application of the response plan to other records. They must match at all levels. A response plan with the classification "1 \ 101 \ 10102 \ 1010202" can be applied to records with the same classification or with classifications that start with these levels.
The more generic a classification is on a response plan, the less restrictive is the application of the response plan to other records. They must match at fewer levels. A response plan with the classification "1" can be applied to any records with classifications starting with "1."
If there is no classification specified on the response plan, classification is not a condition for matching the response plan to other records. Tickets and work orders with any classification or with no classification are potential matches with the response plan.