1 Overview
2 Usage
3 Configuration
- 3.1 Add/update Classification option
- 3.2 Role required

Overview

Classifications are used to classify/categorise any record in Servicely including tickets (i.e. Work extended tables) such as ones in the ITSM Processes

The capability supports multi level classification/categorisation level and is used through a field with type of “Classification” with its option configured in the “Classification” table.

Usage

In the out of box configuration, there is a field named “Classification” with type of “Classification”, available on the Work table. This means that the Work table or any of the Work extended tables such as Incident or HR case, can already make use of the Classification capability without needing a custom field for it. You can however make other fields of field type of “classification”, that can use separate records for each table.

Few things to note:

Usually done as part of a first phase Servicely implementation and then as part of continual improvement activities, the Classification options will need to be configured (refer to section below) first before you can make use of them in the respective Classification fields.
Classifications allow for theoretically unlimited levels with its parent and child hierarchy. For example, you can configure “Hardware” top level classification and then a second level (its child) as “Failure” and then something else as “Failure”'s third level, and so on.
Any of the Classification options can be made either selectable or non selectable. This means, if you have “Hardware” top level classification and its second level “Failure” both made available, you will be able to select any of them in the Classification field. Note that selecting “Hardware > Failure” in this example means you are selecting “Failure” classification option. If you make a parent, such as “Hardware” not selectable, the child “Failure” will still be available.

We strongly recommend that whenever possible, that you do not overcomplicate with too many options and too many level of classifications, as it will reduce usability/user-friendliness with your agents that need to use this capability.

Configuration

Add/update Classification option

Navigate to Organization > Classification > Classifications

There you’ll see a list of Classifications that have been configured. You can then either go to an existing one to edit it, or create a new one by clicking on the New button.

On a Classification form, the following are the fields to populate/be aware of, with examples:

Field name	Field type	Description	Example

Field name	Field type	Description	Example
Name	String	Name of the Classification, to be shown as a Classification option if this record is set to be Selectable	Failure
Table	Reference	The Table that this Classification is applicable to	Incident
Field	Reference	The Classification type field that will show this Classification option. Note that the Out of box’s Work table field for this, is also called “Classification”	Classification
Parent	Reference	Classification record that is this Classification’s parent in the hierarchy	Hardware
Selectable	Boolean	If set to Yes, this Classification record will be displayed in the nominated Table’s Classification type field	Yes
Qualifier	String	If populated, will be used to show the Classification option, only if the related Classification field had been setup to be a dependent field of another, e.g. Type of ticket.
Path	String	Read only, will be auto populated with what the display of the Classification option will look like in the related Classification field. If the Classification has a parent, the parent data structure will be included as the prefix.	Hardware > Failure

Screenshot below shows an example of such Classification record:

If the parent Hardware classification had been set to be Selectable, then the options in the Incident table’s Classification field can look like the below:

Continuing with the example above, you may decide that it makes sense for the agents working on Incidents to always pick the lowest level classification. In that case, you can set Hardware’s classification to not be selectable. That will result in the Classification field looking like the below instead:

We recommend that you do not delete Classification records that you do not need anymore. Making them non selectable instead will keep the data reference to the old classification intact as well as maintain your data report integrity.

Role required

Roles available for classifications administration:

Role name	What you can do with the role

Role name	What you can do with the role
administrator	View, create, update and delete