Setting the Classification Requirement for Incident Resolution

You can set the level of classification that is required to resolve an incident. By default the Incident Management process only requires a partial classification to resolve an incident. A partial classification is anything less than a full classification.
For example, you have five levels in your classification tree, but you only require a partial classification. The support technician is only required to provide one level of classification to resolve the incident. The support technician can still provide additional levels of classification, but only one level is required.
  1. To set the classification requirement
  2. In the Process Manager portal, click
    Admin > Data > Application Properties
    .
  3. On the
    Application Properties
    page, in the
    Application Properties Profile
    section, click
    ServiceDeskSettings
    .
  4. In the
    ServiceDeskSettings
    section, click the
    Action
    symbol (orange lightning) and then click
    Edit Values
    .
  5. In the
    Category: Incident Management
    section, perform one of the following actions:
    Check
    EnforceFullClassify
    .
    Requires the support technician to provide a full classification to resolve the incident.
    Uncheck
    EnforceFullClassify
    .
    Requires the support technician to provide only a partial classification to resolve the incident.
  6. Scroll to the bottom of the page and click
    Save
    .