ServiceDesk lets you add incident classifications to the Incident Management process. Your new classifications are available for any incidents that you create and to populate your reports. To add incident classifications, you use the Add Hierarchy Items option on the Hierarchy Data Services page.
Best practices recommend that you add incident classifications before you set up your rulesets. Best practices recommend that you export and save the Incident_Management.csv file before you make any modifications to the Incident Management classification tree.
To add an incident classification
In the Process Manager portal, click Admin > Data > Hierarchy Data Service.
On the Hierarchy Data Service page, under Hierarchy Tree, select the parent classification in which you want the new incident classification to be located.
For example, if you want the classification to appear under Handheld, expand Incident Management > Hardware and click Handheld
Under the bottom right corner of the Hierarchy: Incident Management section, click Add Hierarchy Items.
In the Add Hierarchy Items dialog box, under Add New Hierarchy Item (one per line), type the classifications that you want to add.
To add multiple items, press Enter after each item so that it appears on its own line.