Associate Ticket Data with Classifications

You can associate ticket data with classifications so that when an agent classifies a ticket, the associated data is automatically displayed on the ticket record.

You can associate the following types of data with a classification:

Indicated Priority
The indicated priority is a suggested ticket priority based on classification. For example, the classification Email Issue might be associated with an indicated priority of 2 (High). When an agent classifies a ticket, the indicated priority associated with that classification is automatically entered in the Indicated Priority field on the ticket record. Note that the Indicated Priority field is a read-only field. It is filled only if an indicated priority is associated with the ticket classification.

The indicated priority gives the agent some guidance in assigning an internal priority to a ticket (entered in the Internal Priority field). The internal priority is the actual priority used to determine the order in which tickets are handled and the allocation of resources for resolving tickets.

Owner Group
An owner group is a group within the organization that is assigned responsibility for a ticket. For example, the IT group might be assigned to a ticket that involves providing a computer to a new employee. When a group owns a ticket, all members see the ticket in their Work View. Any individual member can then take ownership of the ticket.

You can automatically assign group ownership to tickets by associating owner groups with classifications. For example, the classification Facilities might be associated with the maintenance group. When an agent classifies a ticket, the owner group associated with that classification is entered in the Owner Group and Assigned Owner Group fields on the ticket record. An agent can override the values in these fields by using the Select Owner or Take Ownership actions.

Service Group
A service group is a list of related services provided by a service organization within your company or by an external service provider. For example, the services included in the IT service group might include email support, printer support, workstation support, and other services. Service groups are defined in the Service Groups application.

You can associate a service group with a ticket by manually entering a value in the Service Group field on the ticket record. This field is automatically filled if a service group is associated with the classification entered on the ticket. For example, the classification Email Issue might be associated with the IT service group.

The following topic describes how an administrator can use the Classifications application to associate an indicated priority, owner group, and service group with a classification. The administrator can also configure a classification so that classification attributes are listed on the Specifications tab of a ticket application. See the Classifications help for information on classification attributes and instructions on how to associate classification attributes with applications.

Parent topic: Creating an Incident
Parent topic: Creating a problem
Parent topic: Creating a service request

To associate ticket data with a classification:

Procedure

  1. Go to the Classifications application to find and open classification records. Use one of the following methods:
    • If you want to work with many classification records, follow these steps:
      1. Click the Classifications application link on your Start Center, or select Administration > Classifications from the Go To menu.
      2. In the Classification field, click Enter to display a list of all classification records. Use the Filter to filter the list.
    • If you want to associate ticket data with the classification of the current ticket, follow these steps:
      1. Optionally classify the ticket first:
        1. Click Detail Menu next to the Classification Path field and select Classify.

          A hierarchical tree of classification records is displayed. Each record has an identification number and a description.

        2. Expand the branches of the tree to find the classification you want. To select a classification record, click the blue square next to the record.
      2. Click Detail Menu Detail Menu next to the Classification Path field on the ticket record and select Go To Classifications.
      3. If you did not classify the ticket, in the Classification field, click Enter to display a list of all classification records. Use the Filter to filter the list.

      When you classify the ticket before going to the Classifications application, only the classification records associated with the classification path on the ticket are displayed in the Classifications application. This makes it easier to find the record you want. However, the data values that you associate with the classification (for example, indicated priority) are not automatically transferred to the current ticket record. Data entry is automated only for subsequent tickets with the same classification.

  2. Open a classification record with which you want to associate ticket data.
  3. Enter values in one or more of the following fields. Click Select Value Select Value next to a field to select from a list of valid values.
    • Owner Group
    • Service Group
    • Indicated Priority
  4. Click Save Classification Save Classification.
  5. If you started from a ticket record, click Return or Return With Value to return to the ticket record.

    If you select Return With Value, the system copies the classification, classification path, and description to the corresponding fields on the ticket record. If you did not classify the ticket before going to the Classifications application, the system also copies any values you entered for the owner group, service group, and indicated priority to the corresponding fields on the ticket record.


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