About Incident Management classifications and the data hierarchy
The Incident Management process contains predefined incident classifications. You can use the default classifications immediately or create your own. Support technicians use the classifications to classify the incidents. The incident classifications help route the tickets to the appropriate service queue. The incident classifications also help sort incidents for reports.
If the parent classification is too broad, you can add levels of classifications to make the classification process more granular. You can define up to 10 levels of classifications in the hierarchy tree. The Incident Management hierarchy tree contains your incident classifications.
Set up your classification system to meet your needs without making it too complex. Add the categories that are vital to populating your reports. Provide only enough levels for the workers to accurately classify the incidents.
Too many classifications can make it difficult and time-consuming for workers to select the correct one. Mis-categorization can lead to inaccurate reporting. An overabundance of categories can make trend reporting less meaningful. The more categories that you have, the greater the number of routing rules you must create.