1.2.1 Centrally managing user inquiries and system faults as Items requiring resolution

By using JP1/IM - Service Support, you can register and centrally manage inquiries from users, faults that occur within the system, and the various secondary issues that arise, as Items that require resolution.

The following figure shows an overview of centralized Item management.

Figure 1‒3: Centralized Item management

You can register Items from a Web browser, by executing a command, or by email. A Web browser is most often used to submit inquiries received from users. Commands are most often used to automatically register system faults as Items, and email is used to submit Items easily without logging in to JP1/IM - Service Support. Note that JP1/IM - Service Support does not itself detect system faults, nor does it provide functionality that automatically executes a command when a fault is detected. As such, it must be linked with an operations management product such as JP1/IM - Manager in order to automatically submit Items by command or email.

JP1/IM - Service Support centrally manages registered Items in an Item management database. Items registered in the Item management database can be viewed and updated from a Web browser. When an Item is updated, the old information is retained in the Item management database as historical information, where it remains available for future reference.

Items are organized by system and process in the Web interface, and you can apply filters so that only the relevant Items are displayed. You can also configure JP1/IM - Service Support to notify concerned parties by email when an Item approaches the deadline for resolution. These functions give users of JP1/IM - Service Support easy access to information about registered Items and their progress towards resolution, letting the user devote his or her time to resolving the Items at hand.

Reference note

JP1/IM - Service Support provides templates that you can use to enter Item information. Because each process has different management requirements, the templates for each process have different fields.

In this manual, these templates are called Item forms. Item forms can be customized to suit the user. You can also customize the Item status, and by doing so change the general procedure for processing the Item.

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