--- title: "Configure Classification" slug: "configure-classification-1" updated: 2026-01-05T06:46:09Z published: 2026-01-05T06:46:09Z canonical: "help.symphonysummitai.com/configure-classification-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Configure Classification Classification in Incident Management refers to the process of categorizing and tagging an incident when it is logged, to ensure it is properly routed, prioritized, and resolved by the right team. To configure Classification, perform the following steps: 1. Navigate to **Incident** > **Configuration** > **Incident Masters** > **Classification**. 2. Select **Tenant** on the left panel. Classifications configured for the selected Tenant is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/classification(5).png) Figure: Classification > [!NOTE] > Note > > - The Green color code indicates a default Classification > - The Red color code indicates a Inactive Classification > - The Yellow color code indicates a new Classification 3. Right click on any of the configured **Classification** to view the following options: ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/class(2).png) Figure: Classification - **Create Root Node**: Select on **Create Root Node**, it will create a new Node for which you are enabled to create a Child Node and perform other actions on the Root Node. Once you create a Root Node this will act as a Parent and hold all the Child Node within it. - **Create Child Node**: Select **Create Child Node** to branch a **Classification** from the selected Classification. Upon creating Child Node you are enabled to perform various actions on it. - **Rename**: Select **Rename** to change the name of the Classification, on selecting this option the existing Classification turns to prompt allowing you to edit the name or replace with a new name. - **Inactive**: Select **Inactive** to deactivate the Classification across the application. upon performing this action, users will not be able to view this configured Classification while working on the Classification dropdown field on the Incident. - **Active**: You can view this option only if the Classification is deactivated. - **Set as Default**: Select **Set as Default** to enable this specific Classification as a default value in the Incident Module for the same field. That is, when the ticket is created the Classification value is set to this specific on its field unless user changes it. Once you select this, and submit the Classification you will be able to view the below option: - **Remove Default**: You can view this option only if the Classification is set as a default option. - **Delink**: Select **Delink** to detach the Node from the Classification’s Root and its Child Nodes. > [!NOTE] > Note > > By delinking Global Configuration, it will be converted to a Local Configuration, upon clicking **Submit**. - **Configure**: Select **Configure** to enable routing and other actions. On performing this action, a popup window is displayed to map the Classification to the Workgroup and determine its route. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Classification 1.png) Figure: Classification For more information, refer to the following Field Description: | Field | Description | | --- | --- | | Enable Routing | Select **Enable Routing** option, when enabled, allows the system to route the Incident with this Classification to a specific technician group or location. | | Workgroup | Select the Workgroup from the dropdown, the classification is displayed for the selected group. | | Route Use | Select when the Incident with this classification must be routed: - **Log Incident in user’s location**: Routes the incident with this classification to the workgroup associated with the location of the user who logged the ticket. - **Log Incident in user’s group**: Routes the incident with this classification to the support group associated with the **location of the user who logged the ticket**. | | Submit / Cancel | Click **Submit** to save the configuration for this classification or **Cancel** to exit without configuring and back to Classification page. | 1. Click **Submit** to complete the configuration successfully. #### Actions This section explains all the actions that is performed on the **Actions** panel of the **Classification** page. - [Collapse All / Expand All](/apex/docs/configuring-classification-im#collapse-all) - [Import](/apex/docs/configuring-classification-im#import) - [Sort Order](/apex/docs/configuring-classification-im#sort-order) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/actions(8).png)Figure: Classification ### Collapse All / Expand All Select **Collapse All** action to collapse all the Child Nodes within the Root Nodes. Then, Expand All to view only the root nodes. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/col.png)Figure: Collapse All ### Import Select **Import** to download the master template excel file, add values then upload the file to the **Source** field in order to configure bulk Classifications. To Import Classification, perform the following steps: 1. Select **Import** by hovering on the action panel. 2. Select **Download Master Import Template** on the Action panel of the Master Import. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/download(1).png) Figure: Master Import 3. A file with name **IM_Classification.xlsx** file is downloaded to your local system. 4. Enter the details in the file. Consider the below example for clarity. Example: Network is the **Root Node** and LAN and Wireless are **Child Nodes**. You are using the the Root Node Temp Id* and mentioning it on the Parent Id*. This will create two Child Nodes. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Network.png) Figure: Excel Values 5. Upload the file in the **Source** field by clicking on the ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/upload icon(1).png) upload icon and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sour(2).png) Figure: Master Import 6. Click **Select** once the file is uploaded to the Source. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sel(1).png) Figure: Source Select 7. Validate the Mapping for Name with **Data Type** and **Source.** To skip any of the columns from the Master Upload select from the dropdown and click **Next**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/map col.png) Figure: Map Columns 8. Verify the details and select **Discard** for Classification item to not be configured. Then select **Bulk Upload** to add all the Classifications to the configured list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/upload master.png) Figure: Upload Master 9. Upload results are displayed, if already existing it will update else creates a new one. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/upload success.png) Figure: Upload 10. Click Ok and go back to list page to view the items added to Classification list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/class.png) Figure: Classification ### Sort Order Select the Sort Order to arrange the configured Classifications in the order mentioned below and click **Submit**. - Alphabetically - Chronologically ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Sort Order.png)Figure: Sort order