Add/Change Service Request Specification Attributes

You can use the Specifications tab in the Service Request (SP) application to define a service request further, by classifying it and adding attributes to it. For example, a service request 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 service requests, which makes it easier to find and manage service requests.  

To add specification attributes to a service request:

  1. Display the service request to which you want to add attributes.

  2. Click the Specifications tab.

  3. In the Classifications field, specify a classification. If there is a customer on the service request, 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 service request, then only global classifications are listed.

The classification attributes are copied to the Specifications tab.

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

  1. In the Attributes table window, click New Row.

  2. 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 service request, 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 service request, then only global attributes are listed.

If the attribute that you want to associate with the service request 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 you add the attribute to the valid list, it appears in the list of attributes that you can associate with a specific service request. If appropriate, you can add an attribute from the Select Value list that is not associated with the classification, and it does not affect the classification; the attribute is only added to the service request.     

  1. Repeat steps 4 and 5 for each specification attribute that you want to add.

  2. Click Save Service Request . The system displays a message that confirms that the record has been saved.

To change specification attributes associated with a service request:

  1. Display the service request record that has an attribute that you want to change.

  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 service request. The attributes associated with the classification appear in the Attributes table window.

  4. Complete one or both of the following steps:

  1. Click Save Service Request . The system displays a message that confirms that the record has been saved.

To delete specification attributes associated with a service request:

You can delete an attribute from a service request. You might need security authorization to delete an attribute.

  1. Display the service request record that contains the 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 service request, or to reclassify it. The attributes associated with that classification appear in the Attributes table window.

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

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

  3. Continue marking rows for deletion, as needed.

Note: The attributes remain marked for delete until you click Save Service Request , at which time the system removes the attributes from the service request. When you remove an attribute from a service request, you do not remove the attribute from the classification; to do so, use the Classifications (SP) application.  

See Also

Specifications Tab

Classify a Record