--- title: "Configure Classification" slug: "problem-management-configure-classification" tags: ["Problem management", "Classification", "Problem Classification"] updated: 2025-04-30T10:17:46Z published: 2025-04-30T10:17:46Z canonical: "help.symphonysummitai.com/problem-management-configure-classification" --- > ## 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 Problem Management refers to the process of systematically organizing problems based on predefined criteria or attributes. This process involves assigning labels or categories to problems to ensure they are properly grouped for subsequent analysis and management. - [Overview](/summit-platform/docs/problem-management-configure-classification#overview) - [Configure Classification](/summit-platform/docs/problem-management-configure-classification#configure-classification) ## Overview In Problem Management, "Classification" is the process of organizing problems into specific categories based on defined criteria. This systematic approach helps in understanding the nature and impact of problems, allowing for more effective prioritization and resource allocation. Classification enables teams to focus on problems that have the most significant impact on operations, facilitating faster resolution and minimizing disruptions. | **Use Case** | **Solution** | | --- | --- | | Novatech IT service provider struggles with a high volume of unorganized problem reports, making it difficult to identify which issues are affecting critical services, leading to delays in resolution and customer dissatisfaction. | Sandra logs in to the Application Administrator and navigates to **Problem** > **Problem Masters** > **Classification**. **PR Masters** then **Classification**. Creates a new root node as classification and names as Service Impacted, Severity, and Root Cause Type using right click action in the Classification area and selects **Create Root Node**. | ## Configure Classification Configuring classification in Problem Management involves establishing a structured framework to consistently categorize and prioritize problems. This process starts with defining relevant criteria, such as service impacted, severity, root cause, and urgency, that align with the organization's goals and IT environment. By creating a clear classification system, teams can quickly assess the nature and impact of problems, streamlining the problem-solving process. To configure Classification, perform the following steps: 1. Log in to the Apex application as an Application Administrator. 2. Navigate to **Design Studio** > **Service Management > Problem Management** > **Configurations** > **PR Masters** > **Classification**. 3. Select **Tenant** from the dropdown list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/1(28).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Classification - Tenant 4. List of configured Classifications is displayed, along with option to create a new Classification by performing right click action on the specific node. To view the pop-over message **Right click any node to perform actions**, hover inside the PR Classification frame as displayed below. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/2(33).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Classification Tree 5. Right-click on any node to perform the actions. A list of Action items is displayed and the node is highlighted. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/3(19).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: PR Node Actions > [!NOTE] > Note > > If the **Create Root Node** is selected then **No** action is performed on the selected node. For more information on the node actions, refer to the following: **Create Root Node** Enable the Admin to **Create Root Node** as a new Classification. Enter the Classification Name in the **PR Classification** field. Example: Root Cause Type (Root Node) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/4(13).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Root Node **Create Child Node** Enable the Admin to **Create Child Node** under the selected Root Node Classification. Enter the Classification Name in the PR Classification under the Root Node. **Example**: Root Cause Type (Root Node) Hardware Failure (Child Node) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/2(34).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Child Node **Rename** Enable the Admin to **Rename** the selected Classification. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/3(20).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Rename **Deactivate** Enable the Admin to **Deactivate** the Classification. Applicable for Root and Child Nodes. Right click and select **Deactivate**. Upon deactivating the Classification, it is represented using an Orange vertical line. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/4(14).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Deactivated Classification **Activate** Enable the Admin to **Activate** the Deactivated Classification. Right Click and select **Activate**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/5(10).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Activate The activated Classification is displayed as below. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/6(11).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Activated Classification **Set as Default** Enable the Admin to set the selected Classification as Default. Right click and select **Set as Default**. Upon setting the Classification as a default value, it is represented using the Green color vertical line. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/8(9).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Set as Default **Remove as Default** Enable the Admin to Remove the Classification as Default. Right click and select **Remove as Default**. Upon removing the Classification as a default value, it displays as initial. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/6(11).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Remove as Default **Add Icon** Enable the Admin to Add an icon to the Classification. Right click and select **Add Icon**. Select and upload the file from your local directory. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/8(10).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Add Icon **Add Description** Enable the Admin to add a description to the configured Classification. Right click and select **Add Description**. Enter the details about the Classification. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/desc.png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Add Description Hover on the Classification to view the **Description**.![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/10(4).png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D) Figure: Classification Description 6. Click **Save** to add the configured Classification to the selected Tenant. Upon clicking **Cancel** you will be navigated to the Classification configuration screen and **Reset** will erase the configuration you made and displays the initial screen. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Glossary/image-1711452902289.png?sv=2026-02-06&spr=https&st=2026-11-11T16%3A31%3A03Z&se=2026-11-11T17%3A31%3A03Z&sr=c&sp=r&sig=tPYMqEs4XqZCh8IRzG5rkAp%2ByZu5Bhqd6VhZfMfya1o%3D)