Classify a Service RequestClassify a Service RequestWhen you classify a service request, you help agents and managers search for applicable solutions, enter the record into workflow, and escalate the service request for further attention. When you assign a classification to a record, you copy the full path that leads 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 Service Requests (SP) application, display the record that you want to classify.
In the Classification 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.
Click Save
Service Request 
.
To reclassify a record, follow the same steps that you follow for the initial classification.
To remove the classification, in the Classification
field, click Detail Menu 
and select
Clear Classification.
Note: You also can use the Specifications tab to classify a service request, and to add and manage attributes for the service request.