About Classification MatchesAbout Classification MatchesYou add conditions to service level agreements (SLAs) to define when the SLA is applicable to a ticket or work order. Classification is one of the conditions that you specify on an SLA.
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 SLAs:
The more specific a classification is on an SLA, the more restrictive is the application of the SLA to other records. They must match at all levels. An SLA 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 an SLA, the less restrictive is the application of the SLA to other records. They must match at fewer levels. An SLA with the classification "1" can be applied to any records with classifications starting with "1."
If there is no classification specified on the SLA, classification is not a condition for matching the SLA to other records. Tickets and work orders with any classification or with no classification are potential matches with the SLA.
About Conditions