Service request classificationsService request classificationsService request classifications identify and characterize similar service requests. In addition to service requests, you can classify several objects, such as assets, locations, items, and sales orders.
You can add a classification to a service request 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 service request, including service requests with no customer associations. Customer-specific classifications are relevant only to certain customers. A service request can use customer-specific classifications only if the customer (or parent of the customer) on the service request is associated with the classification.
Attributes define the characteristics of a classification. When you classify a service request, attributes of the classification are copied to the Specification tab as determined by the customer of the service request.
There are two types of attributes; global attributes and customer-specific attributes. All service requests can use global attributes, including service requests 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 service request is associated with the attribute.