Configure Classification

To configure Classification for Incident Module, perform the following steps:

1. Select Incident > Configuration > Incident Masters > Classification.
   

2. On the Classification page, select Tenant on the left panel.
   A list of all the configured Classifications for the selected Tenant is displayed under the Details section.
   

   Figure: Classification
   

   Note

   • The Green color code  indicates a default Classification

   • The Red color code indicates a deactivated Classification

   • The Yellow color code indicates a new Classification

3. Right click on any of the configured Classification to view the following options:
   

   • 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

     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.
     

     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.

4. 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

• Import

• Sort Order

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.
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.
   

   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.
   
   Figure: Excel Values
   

5. Upload the file in the Source field by clicking on the upload icon and click Submit.
   

   Figure: Master Import
   

6. Click Select once the file is uploaded to the Source.
   

   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 <IGNORE> from the dropdown and click Next.
   

   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.
   

   Figure: Upload Master
   

9. Upload results are displayed, if already existing it will update else creates a new one.
   

   Figure: Upload
   

10. Click Ok and go back to list page to view the items added to Classification list.
    

    Figure: Classification

Sort Order

Select the Sort Order to arrange the configured Classifications in the order mentioned below and click Submit.

• Alphabetically

• Chronologically

Figure: Sort order