Classify a Problem

Roles: Problem Support Engineer

Problem classification is done based on its general characteristics and the impact on the business. Classification determines how much effort is necessary to resolve the problem. The following section explains how the problem can be classified.

1. Select the 'Problem' from 'Problem' > 'My Problems' tab or 'Problems' > 'All Problems' tab or search for the problem. Click the problem.

2. Edit the 'Category' and 'Sub-Category' fields. Select the 'Urgency' and 'Impact' fields and click 'Update'

3. In the ‘Change State’ drop down, select ‘Classify’ to display a 'Change State' window.

4. Type/modify the comments and click 'Change'.

5. The problem is now successfully classified