Setting the classification requirement for incident resolution

Article:HOWTO84710  |  Created: 2013-05-23  |  Updated: 2013-07-30  |  Article URL http://www.symantec.com/docs/HOWTO84710
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How To


Subject


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.

To set the classification requirement

  1. In the Process Manager portal, click Admin > Data > Application Properties.

  2. On the Application Properties page, in the Application Properties Profile section, click ServiceDeskSettings.

  3. In the ServiceDeskSettings section, click the Action symbol (orange lightning) and then click Edit Values.

  4. 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.

  5. Scroll to the bottom of the page and click Save.

See Configuring ServiceDesk


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Article URL http://www.symantec.com/docs/HOWTO84710


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