JP1 Version 11 IT Service Management: Getting Started

3021-3-A21-20(E)

Notices

Relevant program products

P-2A2C-8FBL JP1/Service Support 11-50 (for Windows Server 2016, Windows Server 2012 and Windows Server 2008 R2)

P-2A2C-8LBL JP1/Service Support Starter Edition 11-50 (for Windows Server 2016, Windows Server 2012 and Windows Server 2008 R2)

Trademarks

HITACHI, HiRDB, JP1, uCosminexus are either trademarks or registered trademarks of Hitachi, Ltd. in Japan and other countries.

Internet Explorer is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries.

Microsoft is either a registered trademark or a trademark of Microsoft Corporation in the United States and/or other countries.

Microsoft Office and Excel are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

ODBC is Microsoft's strategic interface for accessing databases.

Oracle and Java are registered trademarks of Oracle and/or its affiliates.

RSA and BSAFE are either registered trademarks or trademarks of EMC Corporation in the United States and/or other countries.

Windows is either a registered trademark or a trademark of Microsoft Corporation in the United States and/or other countries.

Windows Server is either a registered trademark or a trademark of Microsoft Corporation in the United States and/or other countries.

Other company and product names mentioned in this document may be the trademarks of their respective owners.

This product includes software developed by IAIK of Graz University of Technology.

This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

This product includes software developed by Ben Laurie for use in the Apache-SSL HTTP server project.

Portions of this software were developed at the National Center for Supercomputing Applications (NCSA) at the University of Illinois at Urbana-Champaign.

This product includes software developed by the University of California, Berkeley and its contributors.

This software contains code derived from the RSA Data Security Inc. MD5 Message-Digest Algorithm, including various modifications by Spyglass Inc., Carnegie Mellon University, and Bell Communications Research, Inc (Bellcore).

Regular expression support is provided by the PCRE library package, which is open source software, written by Philip Hazel, and copyright by the University of Cambridge, England. The original software is available from ftp://ftp.csx.cam.ac.uk/pub/software/programming/pcre/

This product includes software developed by Ralf S. Engelschall <rse@engelschall.com> for use in the mod_ssl project (http://www.modssl.org/).

This product includes software developed by Daisuke Okajima and Kohsuke Kawaguchi (http://relaxngcc.sf.net/).

This product includes software developed by the Java Apache Project for use in the Apache JServ servlet engine project (http://java.apache.org/).

This product includes software developed by Andy Clark.

JP1/Service Support includes RSA BSAFE(R) Cryptographic software of EMC Corporation.

Microsoft product screen shots

Microsoft product screen shots are used according to the Microsoft Corporation's guidelines.

Restrictions

Information in this document is subject to change without notice and does not represent a commitment on the part of Hitachi. The software described in this manual is furnished according to a license agreement with Hitachi. The license agreement contains all of the terms and conditions governing your use of the software and documentation, including all warranty rights, limitations of liability, and disclaimers of warranty.

Material contained in this document may describe Hitachi products not available or features not available in your country.

No part of this material may be reproduced in any form or by any means without permission in writing from the publisher.

Issued

Nov. 2017: 3021-3-A21-20(E)

Copyright

Copyright (C) 2016, 2017, Hitachi, Ltd.

Copyright (C) 2017, Hitachi Solutions, Ltd.

Colophon

Publisher

Hitachi, Ltd.

6-6, Marunouchi 1-chome, Chiyoda-ku, Tokyo, 100‒8280 Japan

Summary of amendments

The following table lists changes in this manual (3021-3-A21-20(E)) and product changes related to this manual.

Changes

Location

None.

--

Legend:

--: Not applicable

In addition to the above changes, minor editorial corrections were made.

Preface

What you can do with JP1/Service Support

JP1/Service Support is a product for efficiently handling, based on the concept of the ITIL Service Support (IT Infrastructure Library), the day-to-day user inquiries and failures that occur in IT systems.

In ITIL Service Support, the day-to-day user inquiries and failures that occur are called "incidents". In addition, work units are categorized by process for efficient incident handling.

In addition, work units are categorized by process for efficient incident handling. By registering incidents and the work to be performed in each of the following processes to process work boards as Items in JP1/Service Support, you can record work statuses and issue work requests to other processes (escalation).

Incident management process

System-related inquiries and events that disrupt normal system operation are managed as Items.

Problem management process

Items with problems that require investigation of underlying causes are managed.

Change management process

When a system configuration change is determined to be necessary as a result of investigating the underlying cause of an Item, the assessment of change details and the creation of a change plan are managed as Items.

Release management process

If the change details and the change plan are approved, the creation, execution, and review of an implementation plan to the target system are managed as Items.

For details about each process, see Role of service support in IT service management in the JP1/Service Support Configuration and Administration Guide. For details about process work boards, see Managing Items by using process work boards in the JP1/Service Support Configuration and Administration Guide.

By installing JP1/Service Support, you can efficiently process incidents by displaying a list of Items, automatically distributing email notifications, and using database records about the measures taken for past Items. In addition, by outputting data (for example, the number of registered Items and the average amount of time from when an Item is registered until the Item is closed) to reports, you can improve Item management operation and structure based on the analysis results of the reports.

What is explained in this manual

This manual explains how to perform the following operations in the ITIL Service Support processes of "incident management" and "problem management":

Persons in charge of the incident management and problem management processes can investigate and resolve the incidents that were registered to JP1/Service Support as Items.

The incident management process administrator and the problem management process administrator can improve Item management operation by analyzing reports regarding the average amount of time from when an Item is registered until the Item is closed.

For operations that involve processes other than the incident management and problem management processes, see Managing operation of in-house systems in the JP1/Service Support Configuration and Administration Guide.

This manual explains how to perform operations based on the following configuration of an IT system and organization:

Service desk

Operators register incidents that occurred in the business system to JP1/Service Support as Items, and notify the persons who inquired about the incidents of the results of measures that were taken.

Incident management process

After an Item is registered by a service desk operator, the person in charge of incident management investigates to see whether the registered Item is similar to any Items registered in the past. If the registered Item is similar to a past Item, the incident is handled in this process. If the registered Item is not similar to any past Item, it is escalated to the problem management process.

Problem management process

The root causes of escalated Items are investigated, and then measures are taken for the Items based on the investigation results.

Item management server

This is the server on which JP1/Service Support is installed. The JP1/Service Support administrator installs JP1/Service Support, performs setup, and configures various functionalities.

Business system

This is a system that is managed by JP1/Service Support, which is described in this manual. Each business system consists of 50 servers.

How to read this manual

The following shows the sequence of JP1/Service Support manuals, and the manuals you need to consult according to your requirements.

A reference to another manual is written as follows: For details about something, see topic-title in the manual-name. Using topic-title as a keyword, search for the relevant section in the target manual.

The operation in each window assumes the following environments:

Operations on the Item management server

Environment that uses Windows Server 2008 R2

Operations on JP1/Service Support

Environment that uses Windows 7, Internet Explorer 8.0, and Excel

Some windows in this manual might differ from the windows of your product because of improvements made without prior notice.

Conventions: Fonts and symbols

The following table explains the text formatting conventions used in this manual:

Text formatting

Convention

Bold

Bold characters indicate text in a window, other than the window title. Such text includes menus, menu options, buttons, radio box options, or explanatory labels. For example:

From the File menu, choose Open.

Click the Cancel button.

In the Enter name entry box, type your name.

Italic

Italic characters indicate a placeholder for some actual text to be provided by the user or system. For example:

Write the command as follows:

copy source-file target-file

The following message appears:

A file was not found. (file = file-name)

Italic characters are also used for emphasis. For example:

Do not delete the configuration file.

Monospace

Monospace characters indicate text that the user enters without change, or text (such as messages) output by the system. For example:

At the prompt, enter dir.

Use the send command to send mail.

The following message is displayed:

The password is incorrect.

The following table explains the symbols used in this manual:

Symbol

Convention

|

In syntax explanations, a vertical bar separates multiple items, and has the meaning of OR. For example:

A|B|C means A, or B, or C.

{ }

In syntax explanations, curly brackets indicate that only one of the enclosed items is to be selected. For example:

{A|B|C} means only one of A, or B, or C.

[ ]

In syntax explanations, square brackets indicate that the enclosed item or items are optional. For example:

[A] means that you can specify A or nothing.

[B|C] means that you can specify B, or C, or nothing.

...

In coding, an ellipsis (...) indicates that one or more lines of coding have been omitted.

In syntax explanations, an ellipsis indicates that the immediately preceding item can be repeated as many times as necessary. For example:

A, B, B, ... means that, after you specify A, B, you can specify B as many times as necessary.

Conventions: Installation folders

In this manual, the paths of files that have user-specified locations are written as follows.

Conventions: Installation folders

Description

JP1/SS-path

Folder in which JP1/Service Support is installed.

(The default installation folder# is system-drive:\Program Files (x86)\Hitachi\JP1SS.)

system-drive

Drive on which the operating system is installed.

#

This is the folder in which JP1/Service Support is installed by default.

Conventions: Version numbers

The version numbers of Hitachi program products are usually written as two sets of two digits each, separated by a hyphen. For example:

Version 1.00 (or 1.0) is written as 01-00.

Version 2.05 is written as 02-05.

Version 2.50 (or 2.5) is written as 02-50.

Version 12.25 is written as 12-25.

The version number might be shown on the spine of a manual as Ver. 2.00, but the same version number would be written in the program as 02-00.

1 Configuring JP1/Service Support

You need to configure an environment for basic operations before using JP1/Service Support.

1.1 Workflow for configuring JP1/Service Support

First, verify that the Item management server on which JP1/Service Support is to be installed meets the operational requirements discussed in this manual. In addition, verify that the computers of business system users meet the same operational requirements. Next, install JP1/Service Support. After installation finishes, set up JP1/Service Support and configure the environment so that you can manage Items according to your operational needs.

The workflow for configuring JP1/Service Support is show below.

Related topics

1.2 Preparing for installation

1.3 Installing JP1/Service Support

1.4 Setting up JP1/Service Support

1.5 Configuring an Item management environment that meets the operational requirements

1.2 Preparing for installation

Verify that the Item management server and the computers of business system users meet the operational requirements discussed in this manual.

Context

The following figure shows the Item management server and the computers of business system users:

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

Verify that the Item management server meets the following requirements:

Memory: 3.0 GB or more

Available disk space: 48.0 GB or more (for M-size setup)

OS: Windows Server 2016, Windows Server 2012 or Windows Server 2008 R2

Verify that the computers of business system users meet the following requirements:

OS: Windows Server 2016, Windows Server 2012, Windows Server 2008 R2, Windows 10, Windows 8.1, Windows 8, or Windows 7

Web browser: Internet Explorer (11, 10, 9, or 8)

Confirm that the OS user responsible for configuring JP1/Service Support has the Administrators permission.

1.3 Installing JP1/Service Support

This topic explains the procedure for installing JP1/Service Support.

1.3.1 Installing JP1/Service Support by using the provided media

Use the provided media to install JP1/Service Support on the Item management server.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

Insert the provided media into the drive to perform the installation.

The installer automatically starts. Follow the instructions on the installer to perform the installation.

Specify the following items:

User information

Installation folder

In the specified installation folder, the JP1SS folder will be created. The product will be installed in this folder. Specify the absolute pathname of the installation folder by using a character string of up to 38 bytes.

You can use half-width alphanumeric characters and symbols except the following symbols: comma (,), semicolon (;), asterisk (*), question mark (?), double quotation mark ("), left angle bracket (<), right angle bracket (>), vertical bar (|), dollar sign ($), percent sign (%), ampersand (&), single quotation mark ('), grave accent mark (`), forward slash (/), caret (^), exclamation mark (!), hash mark (#), left curly bracket ({), right curly bracket (}), left square bracket ([), right square bracket (]), plus sign (+), minus sign (-), equal sign (=), at mark (@), swung dash (~), colon (:), and backslash (\\).

The default installation folder is system-drive:\Program Files (x86)\Hitachi\JP1SS.

Program folder name displayed in the Start menu

By default, the name is "JP1_Service Support".

Note

Check and take note of the host name of the server on which you have installed JP1/Service Support. You are going to use these notes when you configure and log in to JP1/Service Support.

If requested, restart the OS.

1.4 Setting up JP1/Service Support

This topic explains the setup procedure required for using the functions explained in this manual.

1.4.1 Setting up the Item management database

Set up the Item management database, which is used to manage Items registered in JP1/Service Support, on the Item management server.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

Confirm that no JP1/Service Support services except the JP1/Service Support - DB Server service are running.

For details, see 1.6.2 Stopping JP1/Service Support services.

Open the jsssetupinfo.bat command file in a text editor or some other tool.

The jsssetupinfo.bat command file is stored in the following location:

JP1/SS-path\conf\setup\jsssetupinfo.bat

Check the content of the jsssetupinfo.bat command file.

The format of the jsssetupinfo.bat command file is as follows:

Continue setup without changing the initial settings in the jsssetupinfo.bat command file.

Note

To change the storage location of the Item management database or the port number to be used with JP1/Service Support, edit the jsssetupinfo.bat command file. For details, see Setup procedure for new installation in the JP1/Service Support Configuration and Administration Guide.

From the Start menu, select Programs - JP1_Service Support - JP1_SS Command Prompt.

Note

When user account controls are enabled, if an OS user (other than an Administrator) who has the Administrators permission configures JP1/Service Support, click Programs - JP1_Service Support from the Start menu, right click JP1_SS Command Prompt, select Run as administrator, and then execute the command.

Execute the jsssetup.bat command.

Use the syntax below when executing this command.

jsssetup.bat -s M

Setup of the Item management database is now complete, and this database is of size M (30 GB).

For details about the jsssetup.bat command, see jsssetup.bat (sets up JP1/Service Support) in the JP1/Service Support Configuration and Administration Guide.

Postrequisites

Configure the ODBC data source.

Related topics

1.6.2 Stopping JP1/Service Support services

Setup procedure for new installation of the JP1/Service Support Configuration and Administration Guide

jsssetup.bat (sets up JP1/Service Support) of the JP1/Service Support Configuration and Administration Guide

1.4.2 Configuring an ODBC data source

On the Item management server, configure an ODBC data source to connect JP1/Service Support to the Item management database that was set up.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

Execute the following file to display the ODBC Data Source Administrator window:

system-drive:\WINDOWS\SysWOW64\odbcad32.exe

Select the System DSN tab.

Click the Add button.

The Create New Data Source dialog box appears.

Select HiRDB ODBC3.0 Driver, and then click the Finish button.

The HiRDB Driver Setup dialog box appears.

Enter the configuration information, and then click the OK button in the HiRDB Driver Setup dialog box.

Click the OK button to return to the ODBC Data Source Administrator window.

Item

Configuration information to be entered

DSN

jp1imss

PDHOST (HOST name)

-

PDNAMEPORT (HiRDB port number)

-

HiRDB Client environment definition file name (absolute path name)

JP1/SS-path\dbms\db\CONF\emb\HiRDB.ini

Legend:

-: Do not specify anything.

Click the OK button in the ODBC Data Source Administrator window.

The ODBC data source is configured.

1.4.3 Starting JP1/Service Support services

To start JP1/Service Support, start JP1/Service Support services.

You can start the services from the Service Control Manager in Windows Server 2016, Windows Server 2012 R2, Windows Server 2012, or Windows Server 2008 R2.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In Windows Server 2008 R2, from the Start menu, select Administrative Tools and then Services. In Windows Server 2016, Windows Server 2012 R2, and Windows Server 2012, open the Start screen, and select Administrative Tools and then Services. Alternatively, on the Start screen, select All apps and then Services.

The Services dialog box is displayed.

Right click the service to be started, and then select Start from the pop-up menu.

Start services in the following order:

JP1/Service Support - DB Server service

JP1/Service Support service

JP1/Service Support - Web Service service

JP1/Service Support - Task Service service#

#

To automatically execute the commands for the aggregation of item information, pre-deadline notification, notification of remaining items, and email-based item registration, start the JP1/Service Support - Task Service service.

When these commands are automatically executed, you need to set them in the definition file for the task practice service. If you attempt to start the JP1/Service Support - Task Service service with the file in the default state, this attempt fails because there is no command to be executed. For details, see the description of Definition file for the task practice service (jp1imss_service_setting.conf) in Definition Files in the manual JP1/Service Support Configuration and Administration Guide.

1.5 Configuring an Item management environment that meets the operational requirements

This topic explains how to configure an Item management environment that meet the operational requirements explained in this manual.

1.5.1 JP1/Service Support environment settings to be configured in this manual

This topic explains the JP1/Service Support environment to be configured after installation and setup are finished. The subsequent sections describe configuration procedures based on the content shown here.

Table 1‒1: User information settings

User ID

Name

Password

Email address

User role

10000

Daisuke Satou

S3730i

satou_daisuke@example.com

Service desk operator

10100

Pedro Garcia

R5742r

pedro_garcia@example.com

Person in charge of incident management

10200

Naoki Suzuki

S6818j

suzuki_naoki@example.com

Incident management administrator

10300

Mayumi Takahashi

Y7651h

takahashi_mayumi@example.com

Person in charge of problem management

10400

Mary Miller

J4858s

mary_miller@example.com

Problem management administrator

19900

Aya Tanaka

H9725h

tanaka_aya@example.com

JP1/Service Support administrator

Table 1‒2: Role settings

Role ID

Role name

Member

_jp1ITsystem

Process work board administration role

jp1admin

Aya Tanaka

_jp1user

User management role

_jp1workmgr

Work management role

GWebIncident

Business system incident management

Pedro Garcia

Naoki Suzuki

GWebProblem

Business system problem management

Mayumi Takahashi

Mary Miller

GWebServiceDesk

Business system service desk

Daisuke Satou

Table 1‒3: Target system settings

System ID

System name

GManagementSystem

Business system

Table 1‒4: Process work board settings

Process work board ID

System

Process

Process work board administrator

Item form

State

GManagementSystemIncident

Business system

Incident management

Naoki Suzuki

Select The process standard item form is used.

In operation

GManagementSystemProblem

Problem management

Mary Miller

Table 1‒5: Access permission settings

Process in the process work board

Permission

Escalation

Acknowledge item

Close item

Create item

Edit item

View item

Delete item

Incident management

Set the following roles:

Business system incident management

Business system service desk

Set the following roles and users:

Business system incident management

Business system service desk

Pedro Garcia

Naoki Suzuki

Set all roles.

Set Naoki Suzuki.

Do not set anything.

Set Naoki Suzuki.

Problem management

Set the following role:

Business system problem management

Set the following role and users:

Business system problem management

Mayumi Takahashi

Mary Mille

Set Mary Miller.

Set Pedro Garcia and Naoki Suzuki.

Set Mary Miller.

Table 1‒6: Email notification settings

Timing for email delivery

Description

Email recipient

Notification when an Item is closed

An email is sent when an Item is closed in the process work board.

Person who created the Item

Notification of changes to the persons in charge of Items

An email is sent when the person in charge is changed in the Edit item window.

New person in charge of the Item

Notification that a deadline is approaching (pre-deadline email notification)

An email is sent no later than the specified number of days prior to the deadline of an Item.

Person in charge of the Item and process work board administrator

Notification of remaining Items to be processed

An email is sent when work for an Item is on hold.

Person in charge of the Item and process work board administrator

Related topics

1.5.3 Creating users

1.5.4 Creating roles

1.5.5 Assigning users to the roles

1.5.6 Creating a target system

1.5.7 Creating process work boards

1.5.8 Assigning Item access permissions to users and roles

1.5.2 Logging in to JP1/Service Support

You must enter your user ID and password when you log in to JP1/Service Support.

Procedure

Open a web browser and specify the URL of the Login window.

The URL of the Login window is http://host-name:port-number/jp1ss/index.jsp.

For the host name, specify the server host name that you wrote down in notes according to the instruction in 1.3.1 Installing JP1/Service Support by using the provided media.

For the port number, specify the port number used to communicate with the web server. The default port number is 24401.

In the Login window, enter the following information:

User ID: jp1admin

Password: jp1admin

Click the Login button.

If login to JP1/Service Support is successful, the main window (either the Item list view or the Item status view) appears. To switch between these two views, click the Switch from the main screen button () in the toolbar.

Related topics

1.3.1 Installing JP1/Service Support by using the provided media

1.5.3 Creating users

Create users who use JP1/Service Support.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the menu, select Option - User management.

The User management window is displayed.

From the menu, select New.

The Create user window is displayed.

Enter the user information.

The table below provides an example of the information to be entered.

Item

Configuration information to be entered

ID

10100

Name

Pedro Garcia

Password

R5742r

Re-enter password

R5742r

Email address#

pedro_garcia@example.com

#: Email notifications from JP1/Service Support will be sent to this address.

From the menu, select Register.

The user is created. You are returned to the User management window.

Repeat steps 2 to 4 to create all the users.

This manual assumes that you create all the users shown in Table 1-1 User information settings in 1.5.1 JP1/Service Support environment settings to be configured in this manual.

Postrequisites

Create roles to which the users belong.

Related topics

1.5.1 JP1/Service Support environment settings to be configured in this manual

1.5.4 Creating roles

Users to be managed by JP1/Service Support can be grouped by their work assignments in JP1/Service Support. These are referred to as roles. By defining a role, you can assign access permissions to the operation target that has the specific role. In this topic, you create roles to which the users belong.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the menu, select Option - Role management.

The Role management window is displayed.

From the menu, select New.

The New role window is displayed.

Enter the role information.

The table below provides an example of the information to be entered.

Item

Configuration information to be entered

Role ID

GWebIncident

Role name

Business system incident management

From the menu, select Register.

The role is created. You are returned to the Role management window.

Repeat steps 2 to 4 to create all the roles.

This manual assumes that you create all the roles shown in Table 1-2 Role settings in 1.5.1 JP1/Service Support environment settings to be configured in this manual.

Postrequisites

Assign users to the roles that have been created.

Related topics

1.5.1 JP1/Service Support environment settings to be configured in this manual

1.5.5 Assigning users to the roles

Assign users to the roles that have been created. If you specify a role for access permission settings or the persons in charge of an item, you can apply the same settings to all the users that are assigned as the members of the role.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the menu, select Option - Role management.

The Role management window is displayed.

Select the role to be assigned to the user, and then select Action - Add member from the menu.

The Select user window is displayed.

Select the user to which the role will be assigned, and then select Settings from the menu.

The selected user is assigned as a member of the role. You are returned to the Role management window.

Repeat steps 2 to 3 to assign users to all the roles created.

This manual assumes that you assign the users shown in Table 1-2 Role settings in 1.5.1 JP1/Service Support environment settings to be configured in this manual.

Postrequisites

Create a system to be the target of item management.

Related topics

1.5.1 JP1/Service Support environment settings to be configured in this manual

1.5.6 Creating a target system

For each system to be managed by JP1/Service Support, create a place where Items will be managed. You can classify and manage Items by registering Items in different target systems.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the menu, select Option - Target system management.

The Target system management window is displayed.

From the menu, select New.

The Create the target system window is displayed.

Enter information about the target system.

The table below provides an example of the information to be entered.

Item

Configuration information to be entered

System ID

GManagementSystem

System name

Business system

From the menu, select Register.

The system is created. You are returned to the Target system management window.

Postrequisites

Create a process work board in the target system. The process work board is a place where records of work for processes such as incident management and problem management are contained.

Related topics

1.5.1 JP1/Service Support environment settings to be configured in this manual

1.5.7 Creating process work boards

Create a process work board in the target system. The process work board is a place where records of work for processes such as incident management and problem management are contained.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the menu, select New - New process work board.

The New process work board window is displayed.

In the Basic settings tab, set basic information.

The table below provides examples of the information to be entered or selected.

Item

Configuration information to be entered or selected

Process work board ID

GManagementSystemIncident

System

Business system

Process

Incident management

Item form

Select The process standard item form is used.

State

In operation

Process work board administrator

Naoki Suzuki

From the menu, select Register.

A process work board is created. You are returned to the main window (Item list).

Repeat steps 1 to 3 to create process work boards for the incident management process and the problem management process in all the target systems.

This manual assumes that you create all the process work boards shown in Table 1-4 Process work board settings in 1.5.1 JP1/Service Support environment settings to be configured in this manual.

Postrequisites

Make sure that users and roles have the permissions required to access items registered in the process work boards.

Related topics

1.5.1 JP1/Service Support environment settings to be configured in this manual

1.5.8 Assigning Item access permissions to users and roles

Edit the permissions required to access items registered in process work boards. Edit access permissions separately for each process work board.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the list of process work boards, select the process work board where you want to edit access permissions.

In this example, "Incident management" of "Business system" is selected.

From the menu, select Action - Edit permissions.

The Edit permissions window is displayed.

In the Item permission tab, select the access permission to edit.

In this example, New item is selected.

From the menu, select Action - Add user and role.

The Select user and role window is displayed.

Select the Select role tab, and then select the roles to be added.

In this example, GWebIncident business system incident management and GWebServiceDesk business system service desk are selected.

From the menu, select Settings.

The settings in the Select user and role window are reflected in the Edit permissions window.

Repeat steps 4 to 6 to edit all the access permissions in the process work board selected in step 1.

In the Edit permissions window, from the menu, select Register.

The edits to the access permissions are reflected. You are returned to the main window.

Repeat steps 1 to 8 to set access permissions in all the process work boards.

This manual assumes that you assign the access permissions shown in Table 1-5 Access permission settings in 1.5.1 JP1/Service Support environment settings to be configured in this manual.

Related topics

1.5.1 JP1/Service Support environment settings to be configured in this manual

1.5.9 Customizing Item forms

JP1/Service Support provides templates allowing users to enter item information and containing different entries for different processes. These templates are used to manage different sets of information for different processes. These templates are referred to as item forms throughout this manual. Users can customize item forms to meet their operational needs.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the Start menu, click Programs - JP1_Service Support, right click JP1_SS Command Prompt, and then select Run as administrator.

Execute the following command:

jssformcustomizer -sys

The Item form definition editing utility window (Select item form definition) is displayed.

Click the View button. For example, in the displayed file selection dialog box, specify the item form definition file for incident management.

JP1/SS-path\itemform\jssincident.xml

In the Item form definition editing utility window (Select item form definition), click the OK button.

The Item form definition editing utility window (Customize item form) is displayed.

Item form elements list pane

Displays a list of elements that can be displayed in the item form

Item form layout pane

Displays the layout of information specified in the item form definition file. You can edit the item form definition file in this pane.

Overview pane

This pane consists of the Basic attributes tab, the Extended attributes tab, and the Set value tab.

For details, see Procedure for customizing an Item form definition file in the JP1/Service Support Configuration and Administration Guide.

In the remaining part of this procedure, you will change the display position of Work status in the item form layout pane.

In the item form layout pane, drag Work status and drop it on the desired position.

In the Item form definition editing utility window (Customize item form), from the menu, select View - Preview. You can view the item form definition that is currently being edited.

In the Item form definition editing utility window (Customize item form), from the menu, select File - Item form definition and then specify GWeb incident management form as the item form name.

In the Item form definition editing utility window (Customize item form), from the menu, select File - Save.

The Save item form definition file window (Dialog for saving the item form definition file) is displayed. In this procedure, change the name of the item form definition file to GWebIncidentform01.xml.

In the Item form definition editing utility window (Customize item form), from the menu, select File - Select item form definition file.

In the displayed file selection dialog box, specify the item form definition file for item search.

JP1/SS-path\itemform\jssdefault.xml

If you customized the item form definition file, also customize the item form definition file for item search. If these custom settings are not identical, no items might be displayed in the Specify item search conditions window. In addition, the selection code of the CSV file to be output from the List of item search results window might not be convertible to the display name.

Perform the same operation as explained in step 5.

In the Item form definition editing utility window (Customize item form), from the menu, select File - Item form definition and then specify GWeb item search form as the item form name.

In the Item form definition editing utility window (Customize item form), from the menu, select File - Save.

The Save item form definition file window (Dialog for saving the item form definition file) is displayed. In this procedure, change the name of the item form definition file for item search to GWebSearchform01.xml.

Stop JP1/Service Support services except for the JP1/Service Support - DB Server service.

For details about the order in which these services should be stopped, see 1.6.2 Stopping JP1/Service Support services.

Refer to step 1 and start the command prompt.

Execute the following commands:

In the following example, the item form definition file (c:\customize\GWebIncidentform01.xml) and the item form definition file for item search (c:\customize\GWebSearchform01.xml) are applied to the item forms:

jssformdef -f c:\customize\GWebIncidentform01.xml
jssformdef -f c:\customize\GWebSearchform01.xml

The content you saved in steps 7 and 11 will be reflected in the item forms when you start JP1/Service Support services.

Start JP1/Service Support services.

For details about the order in which these services should be started, see 1.6.1 Starting JP1/Service Support services.

Related topics

1.6.2 Stopping JP1/Service Support services

1.6.1 Starting JP1/Service Support services

Procedure for customizing an Item form definition file of the JP1/Service Support Configuration and Administration Guide

1.5.10 Workflow for enabling email notification

As the first step, register, in the user information about the business system user, the email address to which email notifications will be sent. Next, specify the settings in order to automate the distribution of pre-deadline email notifications and notifications for remaining items. Then, define the email content. Finally, specify the settings so that commands that automatically distribute emails will be executed periodically.

The workflow for enabling email notifications is shown below.

(1) Registering email addresses to the user information

Register, in the user information, the email address to which email notifications will be sent. This operation is unneeded if such an email address is already registered in the user information of the JP1/Service Support user.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list), from the menu, select Option - User management.

The User management window is displayed.

Select the user whose email address will be registered, and then select Action - Edit.

The Edit user window is displayed.

In the Edit user window, enter the email address.

The email address can be up to 255 characters consisting of half-width alphanumeric characters and characters listed in the table of ASCII characters.

Verify that you have entered the correct email address.

From the menu, select Register.

The user information is registered. You are returned to the User management window.

Postrequisites

Edit the process work board to automate the distribution of pre-deadline email notifications.

(2) Editing the process work board settings to automate delivery of pre-deadline email notifications

Edit the process work board settings so that a command can be executed to automate delivery of pre-deadline email notifications to the process work board administrator and the persons in charge of Items that meet the specified conditions.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

In the main window (Item list view), from the list of process work boards, select the process work board that should automatically deliver pre-deadline email notifications.

From the menu, select Action - Edit the process work board.

The Edit the process work board window is displayed.

In the Edit the process work board window, select the Basic settings tab and then edit items in Settings for pre-deadline email notification.

The table below provides examples of the information to be entered or selected.

Item

Configuration information to be entered or selected

Settings for pre-deadline email notification

Notify by email before the deadline

Select the check box.

Number of days before the deadline

Three days ago

Settings - Email notification frequency

Select Notify everyday by email from the specified number of days before the deadline until the deadline.

In the above example, when the command to automatically deliver pre-deadline email notifications is executed, pre-deadline email notifications will be sent to the process work board administrator and the persons in charge of Items whose deadlines are at or before 23:59:59 on the third day after the command is executed.

For details about how to set conditions other than those mentioned above, see Pre-deadline email notification in the JP1/Service Support Configuration and Administration Guide.

From the menu, select Register.

The changes are applied. The main window (Item list view) is re-displayed.

Postrequisites

Edit the held Item definition file to automate delivery of the notification of remaining Items.

Related topics

Pre-deadline email notification of the JP1/Service Support Configuration and Administration Guide

(3) Editing the held Item definition file to automate the distribution of notifications of remaining Items

Edit the held Item definition file so that a command can be executed to automate distribution of notifications of remaining Items to the process work board administrator and the persons in charge of Items that satisfy specific conditions.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

Open the held Item definition file by using, for example, a text editor.

The held Item definition file is stored in:

JP1/SS-path\conf\command\jp1informleave_setting.conf

Specify definition information about held Items and save the file.

In the example shown below, define information about held Items in the process work board for the system named "Business system".

Define the conditions on which held Items will be distributed to the persons in charge of Items registered in the process work boards "Incident management" and "Problem management", as shown below. Use the equal sign = to combine the setting item and the configuration information.

Setting item (key name to be specified)

Configuration information to be entered

hptl_jp1_imss_target_pwb_list

GManagementSystemIncident,GManagementSystemProblem

hptl_jp1_imss_target_priority_code

1,2,3

hptl_jp1_imss_target_range

24

hptl_jp1_imss_JIMSD_STAT_RESEARCH

60

hptl_jp1_imss_JIMSD_STAT_APPROVED

60

After a command is executed to automatically distribute a notification of the remaining Items, settings are made to distribute notification of remaining Items to the process work board administrator and the persons in charge of the Items that are prioritized as Very urgent, Urgent, or Standard, marked as being in investigated or already approved status within the last 24 hours, and left unprocessed for no less than one hour.

For details about the conditions on which notifications of remaining Items are distributed, see Held Item definition file (jp1informleave_setting.conf) in the JP1/Service Support Configuration and Administration Guide.

Postrequisites

Edit the email definition file to define the email content to be distributed automatically.

Related topics

Held Item definition file (jp1informleave_setting.conf) of the JP1/Service Support Configuration and Administration Guide

(4) Defining the email content to be distributed automatically

Define the common email notification content that will be distributed by JP1/Service Support, such as the SMTP server's host name and the sender. To meet requirements for the operation explained in this manual, enable the distribution of email notifications when an Item is closed, and review the email content that will be distributed.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

Open the email definition file by using, for example, a text editor.

The email definition file is stored in:

JP1/SS-path\conf\jp1imss_mail_setting.conf

Set the SMTP server's host name, the sender, and the sender's email address.

In this example, make the following settings: Use the equal sign = to combine the setting item and the configuration information to be entered.

Setting item (key name to be specified)

Configuration information to be entered

hptl_jp1_imss_mail_server

MailServer

hptl_jp1_imss_mail_form_name

JP1/ServiceSupport

hptl_jp1_imss_mail_form_address

administrator@hitachi.com

hptl_jp1_imss_mail_auth_method

none

Specify the settings so that the person in charge of an Item will be notified by email.

Set the key "hptl_jp1_imss_mail_item_charge_flag" to ON.

Specify the settings so that the person who registers an Item will be notified by email when the Item is closed.

Set the key "hptl_jp1_imss_mail_item_close_flag" to ON.

Review the email content to be distributed when pre-deadline email notifications are distributed, when notifications of remaining items are distributed, when email notifications of closed items and changes in persons in charge of Items are distributed.

The following are the initial settings of the email content.

Type of email notification

Distribution destination

Title

Email body

Pre-deadline email notification

Person in charge of the Item

[Notification of deadline for person in charge] The item deadline is approaching.

The number of items whose deadlines are approaching is number-of-items.

The number of items whose priority is Very urgent is number-of-items.

The number of items whose priority is urgent is number-of-items.

The number of items whose priority is standard is number-of-items.

System: system-name

Process: process-name

--------

The deadline of the item, Item-id, is approaching.

Title: item-title

Priority: item-priority

Status: item-status

Person in charge: value-assigned-to-person-in-charge-of-item

Deadline: deadline-for-item

--------

:

Process work board administrator

[Notification of deadline for process work board administrator] The deadlines of number-of-items items are approaching.

This email notifies you of the number of items whose deadlines are approaching.

Number of days before deadline: Before number-of-days-before-deadline days

Email notifications frequency setting: frequency-of-emailnotifications

System: system-name

Process: process-name

Number of items: number-of-items items:

The number of items whose priority is very urgent is number-of-items.

The number of items whose priority is urgent is number-of-items.

The number of items whose priority is standard is number-of-items.

Notification of remaining Items

Person in charge of the Item

[Notification of held item for person in charge] The processing of the item is delayed.

The number of items whose processing is delayed is number-of-items.

Number-of-delayed-items-for-each-status

Priority to be monitored: priority-of-items-to-be-monitored

Time when item is not updated:

time-during-which-items-in-a-specific-status-remain

System: system-name

Process: process-name

--------

The processing of the item, item-id, is delayed.

Title: item-title

Priority: item-priority

Status: item-status

Person in charge: value-assigned-to-person-in-charge-of-item

Update date and time: date-and-time-of-item-update

--------

:

Process work board administrator

[Notification of the number of held items for process work board administrator] number-of-items items are delayed in processing.

This email notifies you of the number of items whose processing is delayed.

The number of items whose processing is delayed is number-of-items.

Number-of-delayed-items-for-each-status

Priority to be monitored: priority-of-items-to-be-monitored

Time when item is not updated:

Time-during-which-items-in-a-specific-status-remain

System: system-name

Process: process-name

Email notification of changes in the persons in charge of Items

New person in charge of the Item

[ Item change of the person in charge notification item-id ] item-title

The person in charge of the item of [Item ID:item-id] changed.

System: system-name

Process: process-name

Title: item-title

Priority: item-priority

Status: item-status

Person in charge: value-assigned-to-person-in-charge-of-item

Deadline: deadline-for-item

Email notification to be distributed when an Item is closed

Person in charge of the Item

[ Item close notification item-id ]item-title

The item of [Item ID:item-id] was closed.

System: system-name

Process: process-name

Title: item-title

Priority: item-priority

Status: item-status

Person in charge: value-assigned-to-person-in-charge-of-item

Deadline: deadline-for-item

Save and overwrite the email definition file.

Verify that the content of the email definition file is correct.

Stop the following JP1/Service Support services:

JP1/Service Support - Web Service

JP1/Service Support

For details about the order in which these services should be stopped, see 1.6.2 Stopping JP1/Service Support services.

Start JP1/Service Support services.

For details about the order in which these services should be started, see 1.6.1 Starting JP1/Service Support services.

Changes to the email definition file are reflected in JP1/Service Support.

Note

The email definition file allows you to make settings on the following functionalities and the above-mentioned functionalities:

Email notification of deleted users

Email notification of deleted roles

Email notification of created Items

Email notification of Item escalation

Registration of Items by email

For details, see information about the email definition file (jp1imss_mail_setting.conf) in the JP1/Service Support Configuration and Administration Guide.

Postrequisites

Edit the definition file for the task practice service so that the commands for automatically distributing pre-deadline email notifications and held Item notifications are periodically executed on a regular basis.

Related topics

1.6.2 Stopping JP1/Service Support services

1.6.1 Starting JP1/Service Support services

Email definition file (jp1imss_mail_setting.conf) of the JP1/Service Support Configuration and Administration Guide

(5) Configuring the periodic execution of commands for automatically distributing email notifications

Edit the definition file for the task practice service so that the commands for automatically distributing pre-deadline email notifications and held Item notifications are periodically executed on a regular basis.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

JP1/Service Support - Task Service is terminated.

Procedure

Use a program such as a text editor to open the definition file for the task practice service.

The following is the location where the definition file for the task practice service is stored:

JP1/SS-path\conf\jp1imss_service_setting.conf

Edit the jssinformperiod section.

In this example, edit this section as follows:

[jssinformperiod]
use=true
basetime=03:00

The command for automatically distributing pre-deadline email notifications (jssinformperiod command) runs every day at 3:00 a.m.

A load is placed on the machine while the jssinformperiod command is running. We recommend that you set the command to be executed when only JP1/Service Support - DB Server is running or during a time period when the load on the machine is low (e.g., at night).

Edit the jssinformleave section.

In this example, edit this section as follows:

[jssinformleave]
use=true
period=240
monitorStart=08:00
monitorEnd=20:00

The command for automatically distributing held Item notifications (jssinformleave command) runs every four hours (240 minutes) from 8:00 to 20:00, every day.

A load is placed on the machine while the jssinformleave command is running. Pay attention to the execution interval.

Check whether the content edited in steps 2 and 3 is correct.

Save the definition file for the task practice service.

Start JP1/Service Support - Task Service.

For details about how to start the service, see 1.6.1 Starting JP1/Service Support services.

The edited content in the definition file for the task practice service is applied to JP1/Service Support.

Note

For details about periodic command execution using the JP1/Service Support - Task Service service, see Definition file for the task practice service (jp1imss_service_setting.conf) in the JP1/Service Support Configuration and Administration Guide.

For details about how to execute the following commands using the command prompt, see How to use Command Prompt to execute commands in the JP1/Service Support Configuration and Administration Guide.

• jssdbbackup.bat command (makes a backup of data in the Item management database)

• jssdbreclaim.bat command (releases the free space in the Item management database)

• jssdbrorg.bat command (reorganizes the Item management database)

Related topics

1.6.2 Stopping JP1/Service Support services

1.6.1 Starting JP1/Service Support services

Definition file for the task practice service (jp1imss_service_setting.conf) of the JP1/Service Support Configuration and Administration Guide

How to use Command Prompt to execute commands of the JP1/Service Support Configuration and Administration Guide

1.6 Changing JP1/Service Support settings

You must start or stop JP1/Service Support services when changing JP1/Service Support settings. Note that JP1/Service Support services must be started or stopped in a predetermined order. This topic explains how to start or stop the services.

1.6.1 Starting JP1/Service Support services

Start JP1/Service Support services on the Item management server.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

From the Start menu, select Administrative Tools - Services.

The Services dialog box is displayed.

Right click the service to be started, and then select Start from the pop-up menu.

Start the JP1/Service Support - Task Service service only if the definition file for the task practice service is configured to perform one of the following: aggregation of Item information, pre-deadline notification, notification of remaining Items, and email-based Item registration. If the definition file is not configured to perform any of the above, an error will occur.

Start services in the following order:

JP1/Service Support - DB Server service

JP1/Service Support service

JP1/Service Support - Web Service service

JP1/Service Support - Task Service service

1.6.2 Stopping JP1/Service Support services

Stop JP1/Service Support services on the Item management server.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

Procedure

From the Start menu, select Administrative Tools-Services.

The Services dialog box is displayed.

Right click the service to be stopped, and then select Stop from the pop-up menu.

Stop services in the following order:

JP1/Service Support - Task Service service

JP1/Service Support - Web Service service

JP1/Service Support service

JP1/Service Support - DB Server service

2 Resolving Incidents Based on Registered Items

By registering incidents that occurred on a target system to JP1/Service Support as Items and managing the progress of the measures taken for the incidents, you can efficiently solve incidents. This chapter describes the overview of the process from the registration of the incident "an abnormal termination of an application in the business system" as an Item until the Item is closed.

2.1 Workflow from registering an incident as an Item to closing the Item

When an incident occurs on a business system, a service desk operator receives an inquiry about the incident and then registers the incident as an Item. Persons in charge of the incident management and problem management processes take measures for the Item. After the incident inquirer approves the results, the incident management administrator closes the Item.

The following shows the workflow from registering an incident as an Item to closing the Item.

Related topics

2.2 Registering an incident as an Item [service desk]

2.3 Assigning a person in charge and priority level to the Item [incident management]

2.4 Investigating the Item [incident management]

2.5 Escalating the Item [incident management]

2.6 Assigning a person in charge and priority level to the Item [problem management]

2.7 Investigating the Item [problem management]

2.8 Creating measures for the Item [problem management]

2.9 Checking and approving the measures for the Item [problem management]

2.10 Taking the measures for the Item [problem management]

2.11 Closing the Item [problem management]

2.12 Notifying the service desk of the completion of measures for an Item [incident management]

2.13 Notifying the incident inquirer of the completion of measures for the incident [service desk]

2.14 Closing the Item [incident management]

2.2 Registering an incident as an Item [service desk]

When a service desk operator receives an inquiry about an incident that occurred on a target system, the operator registers the incident to JP1/Service Support as an Item. By registering Items to JP1/Service Support, you can manage their work statuses in JP1/Service Support.

Prerequisites

This operation is performed by the service desk operator.

Procedure

From the list of process work boards in the main window (for the list of Items), select [Incident management] of [Business system].

From the menu, select New - New item.

The New item window appears.

Enter Item information.

The table below provides examples of the information to be entered or selected.

Item

Configuration information to be entered or selected

Title

Abnormal termination of an application in the business system

Person in charge

Role name: Business system incident management

Status

Received

Work status

Enter information such as the following:

An inquiry about an incident (abnormal termination of an application in the business system) was received at the service desk.

Requesting for the Item to be handled in incident management.

To enter Item information other than the information in the above table, see Creating an Item by using the [New item] window in the JP1/Service Support Configuration and Administration Guide.

Note that values for Item ID, System, Process, Inter-process ID, Registration date and time, and Registrant are automatically input when the Item is registered in step 5.

To attach a file, click the Attachment button to display the Attach file window, and then specify the file to be attached.

From the menu, select Register.

The Item is registered to the incident management process work board.

Notify the incident management administrator that the Item has been registered to JP1/Service Support.

If email notification is enabled, you can omit this step. For details about email notifications, see Email notification in the JP1/Service Support Configuration and Administration Guide.

Note

The following functionalities are useful during Item registration:

You can prevent the omission of input items by specifying which input items in the Item form are mandatory. For details, see Customizing an Item form in the JP1/Service Support Configuration and Administration Guide.

To automate the input of the priority and deadline of each work unit, change the settings of the process work board to which the Item is to be registered. For details, see Using automatic input of Item settings in the JP1/Service Support Configuration and Administration Guide.

You can register Items by email. For details, see Setting an environment for registering Items by email in the JP1/Service Support Configuration and Administration Guide, and Creating Items via email in the JP1/Service Support Operator's Guide.

If you are using JP1/IM - Manager to monitor the system, you can use automated actions to automatically register JP1 events to JP1/Service Support as Items. For details, see Registering Items via automated action in the JP1/Service Support Configuration and Administration Guide.

Related topics

Creating an Item by using the "New item" window of the JP1/Service Support Configuration and Administration Guide

Email notification of the JP1/Service Support Configuration and Administration Guide

Customizing an Item form of the JP1/Service Support Configuration and Administration Guide

Using automatic input of Item settings of the JP1/Service Support Configuration and Administration Guide

Setting an environment for registering Items by email of the JP1/Service Support Configuration and Administration Guide

Creating Items via email of the JP1/Service Support Configuration and Administration Guide

Registering Items via automated action of the JP1/Service Support Configuration and Administration Guide

2.3 Assigning a person in charge and priority level to the Item [incident management]

After receiving a notice from the service desk operator about the registration of the Item "an abnormal termination of an application in the business system", assign the person in charge of the Item and the Item priority in the incident management process.

Prerequisites

The user who performs this operation is the incident management administrator.

Procedure

From the list of Items in the main window (for the list of Items), select the Item for which a notification was received.

From the menu, select Action - Edit item.

The Edit item window appears

Edit the person in charge of the Item and the Item priority.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

User name "Pedro Garcia"

Status

Investigating

Priority

Urgent

Work status

Enter information such as the following:

You will investigate whether the registered Item is an Item that was previously closed.

If the registered Item is an Item that was previously closed, you will create measures based on the measures taken for the past Item.

If the registered Item is an unknown Item, you will escalate the Item to the problem management process.

From the menu, select Register.

The edited information of the Item that was selected in the main window (for the list of Items) is applied.

Instruct the person in charge of incident management to which the Item is assigned to take measures for the Item.

If email notification is enabled, you can omit this step. For details about email notifications, see Email notification in the JP1/Service Support Configuration and Administration Guide.

Related topics

Email notification of the JP1/Service Support Configuration and Administration Guide

2.4 Investigating the Item [incident management]

This section describes how to investigate whether the incident "an abnormal termination of an application in the business system" is an Item that was previously closed.

2.4.1 Workflow for investigating Items [incident management]

After a person in charge of incident management checks the statuses of the Items that he or she manages, the person in charge of incident management searches past Items and investigates whether similar Items exist. If similar Items exist, the incident management person can give responses and measures similar to those of the past similar Items.

The following shows the overview of the process when a person in charge of incident management investigates Items.

Related topics

2.4.2 Checking the statuses of the Items that you manage [incident management]

2.4.3 Checking the Items for which a pre-deadline email notification was sent [incident management]

2.4.4 Searching past Items for similar Items [incident management]

Specifying search conditions of the JP1/Service Support Operator's Guide

Email notification of the JP1/Service Support Configuration and Administration Guide

2.4.2 Checking the statuses of the Items that you manage [incident management]

Narrow down the list of Items in the main window (for the list of Items) so that only the Items that you manage are displayed. Even if you manage multiple Items, you can check the status of each Item.

Prerequisites

This operation is performed by the person in charge of incident management.

Procedure

From the menu of the main window (for the list of Items), select View - My item.

This list displays only the Items for which you are responsible or the Items to which your role name is set as the person in charge.

From the menu of the main window (for the list of Items), select View - Item in progress.

This list displays only the Items whose status is not "Close" and whose process work board is in the "Operating" state.

On the list of Items in the main window (for the list of Items), check the statuses of the Items that you manage.

Determine the order of Items to be handled, based on priorities, deadlines, or some other criteria.

Postrequisites

Investigate whether the Items that you manage have similar Items.

2.4.3 Checking the Items for which a pre-deadline email notification was sent [incident management]

For target systems to continue operating normally, Items for which pre-deadline email notifications were sent must be handled immediately. This section describes the workflow from checking a pre-deadline email notification about the "abnormal termination of an application in the business system", to checking the instructions from the incident management administrator.

Prerequisites

This operation is performed by the person in charge of incident management.

Procedure

Use email software to check whether a pre-deadline email notification was sent to the email address registered in your user information.

In this example, the subsequent steps are described based on the assumption that the following pre-deadline email notification was received in accordance with the default settings in the email definition file.

Title

Email body

[Notification of deadline for person in charge] The item deadline is approaching

The number of items whose deadlines are approaching is 1.

The number of items whose priority is Very urgent is 0.

The number of items whose priority is urgent is 1.

The number of items whose priority is standard is 0.

System: target-system-name

Process: process-name

--------

The deadline for GManagementSystemIncident-00100 is approaching.

Title: An abnormal termination of an application in the business system

Priority: Urgent

Status: Investigating

Person in charge: Pedro Garcia

Deadline: 2015/08/13

--------

Important

If you notice that you have yet to receive an email notification that should have been sent, even though email notification is enabled, select Option - View my details from the menu of the main window (Item list view), and then make sure the email address registered in your user information is correct.

If the email address is correct, ask the JP1/Service Support administrator to check whether the values defined in the email definition file, such as the host name (hptl_jp1_imss_mail_server) of the SMTP server and the port number (hptl_jp1_imss_mail_port) that is used by the SMTP server, are correct.

Log in to JP1/Service Support. From the list of Items in the main window (Item list view), select an Item for which a pre-deadline email notification was received.

From the menu, select Action - View item.

The View item window appears.

From the menu of the View item window, select Action - Work status display.

The Work status display window appears.

In the Work status display window, check the instructions from the incident management administrator.

Postrequisites

Investigate whether similar Items exist for the Item for which a pre-deadline email notification was sent.

2.4.4 Searching past Items for similar Items [incident management]

Search past Items to see whether the Item "abnormal termination of an application in the business system" (for an incident that occurred on the target business system) is similar to a past Item.

Prerequisites

This operation is performed by the person in charge of incident management.

Procedure

From the list of process work boards in the main window (for the list of Items), select Business system - Incident management.

Note

The search scope varies depending on the item that is selected from the list of process work boards. For details, see Specifying search conditions in the JP1/Service Support Operator's Guide.

From the menu, select Action - Search for item.

The Specify item search conditions window appears.

Specify the Item search conditions.

In this example, specify the following search conditions for Search with this keyword:

From the first drop-down list box, select Work status and then enter application in the text box.

From the second drop-down list box, select Work status and then enter abnormal termination in the text box.

Click the Search button.

When the search finishes, the List of item search results window appears and lists the Items that meet the search conditions.

Postrequisites

Check the content of each Item displayed in the search results to see whether the Item is similar to the Item you are managing. Create measures to be taken for the incident based on the displayed Items.

If there are no search results, the Item that you manage can be considered as an unknown incident. Escalate the Item to the problem management process.

Note

Even if an Item is an unknown incident, depending on the priority of the Item and requirements of the person who inquired about the incident, the person in charge of the Item in the incident management process might create provisional measures before escalating the Item.

Related topics

Specifying search conditions of the JP1/Service Support Operator's Guide

2.5 Escalating the Item [incident management]

If the Item "an abnormal termination of an application in the business system" that you manage is an unknown incident, escalate the Item to the problem management process as a request to handle the Item.

Prerequisites

This operation is performed by the person in charge of incident management.

Procedure

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Escalation.

The Specify an escalation destination window appears.

Select the process work board for the escalation destination.

In this example, select Problem management because a request to handle the Item will be submitted to the problem management process.

Click the OK button.

The New item window appears. At this time, the Item information that was registered by the escalation source is inherited.

In the New item window, enter the information required for the escalation destination.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

Role name: Business system problem management

Status

Received

Work status

Enter information such as the following:

As a result of the investigation in the incident management process, you determined that the Item needs to be handled in the problem management process.

From the menu, select Register.

The Item is registered to the problem management process work board.

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Status

Support Requested

Work status

Enter information such as the following:

The Item that you manage is an unknown incident.

You escalated the Item to the problem management process.

From the menu, select Register.

The edited information of the Item that was selected in the main window (for the list of Items) is applied.

Notify the incident management administrator and the problem management administrator that you escalated an Item.

You can omit this step if email notifications to the problem management administrator on the escalation destination are enabled. For details about email notifications, see Email notification in the JP1/Service Support Configuration and Administration Guide.

Related topics

Email notification of the JP1/Service Support Configuration and Administration Guide

2.6 Assigning a person in charge and priority level to the Item [problem management]

After receiving a notice from a person in charge of incident management about the escalation of the Item "an abnormal termination of an application in the business system", assign the person in charge of the Item and the Item priority in the problem management process.

Prerequisites

The user who performs this operation is the problem management administrator.

Procedure

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Edit item

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

User name "Mayumi Takahashi"

Status

Discussing

Priority

Very urgent

Work status

Enter information such as the following:

You will investigate the fundamental cause of the escalated Item.

You will create measures based on the result of the investigation.

From the menu, select Register.

The edited information of the Item that was selected in the main window (for the list of Items) is applied.

Instruct the person in charge of problem management to which the Item is assigned to take measures for the Item.

If email notification is enabled, you can omit this step. For details about email notifications, see Email notification in the JP1/Service Support Configuration and Administration Guide.

Related topics

Email notification of the JP1/Service Support Configuration and Administration Guide

2.7 Investigating the Item [problem management]

This section describes how to investigate the fundamental cause of the incident "an abnormal termination of an application in the business system".

2.7.1 Workflow for investigating Items [problem management]

After the person in charge of problem management checks the statuses of the Items that they manage, the person in charge of problem management investigates the fundamental causes of incidents.

The following shows the overview of the process when a person in charge of problem management investigates an Item.

The method of checking the statuses of the Items that they manage and the method of checking the Items for which a pre-deadline email notification was received are the same as those for the incident management process.

The methods of investigating the fundamental cause of an incident differ depending on the target system and the content of the incidents. In this manual, the subsequent procedures are described on the assumption that the log file for an abnormally terminated application was obtained and the fundamental cause was identified.

Related topics

2.4.2 Checking the statuses of the Items that you manage [incident management]

2.4.3 Checking the Items for which a pre-deadline email notification was sent [incident management]

2.8 Creating measures for the Item [problem management]

Create measures after investigating the fundamental cause of the incident "an abnormal end of an application in the business system". In addition, add the measures to the work status of the Item and ask the problem management administrator to check the measures.

Prerequisites

The user who performs this operation is the person in charge of problem management.

Procedure

Create measures for the fundamental cause of the incident.

In this example, go to the next step on the assumption that measures for the incident "an abnormal termination of an application in the business system" were created.

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

User name "Mary Miller"

Status

Discussing

Work status

Enter information such as the following:

You finished the investigation the fundamental cause of the Item.

You created measures for the fundamental cause and added them to the work status.

You ask the problem management administrator to check whether there is no problem with the measures.

Workaround

If similar Items exist among the Items that previously occurred, enter a workaround based on the workaround for the similar Item.

Fundamental cause

Enter the fundamental cause that was identified as a result of investigating the Item.

Solution

Enter the permanent solution for the fundamental cause.

From the menu, select Register.

The edited information of the Item that was selected in the main window (for the list of Items) is applied.

Ask the problem management administrator to check the measures for an Item.

2.9 Checking and approving the measures for the Item [problem management]

After receiving a request from the person in charge of problem management to check the measures for the incident "an abnormal termination of an application in the business system", check the work status of the Item and approve the measures.

Prerequisites

The user who performs this operation is the problem management administrator.

Procedure

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Work status display.

The Work status display window appears. Check the work status of the Item to be approved. In this procedure, go to the next step on the assumption that there are no problems with the measures proposed by the person in charge of problem management.

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

User name "Mayumi Takahashi"

Status

Acknowledged

Work status

Enter information such as the following:

You instruct the person in charge of the Item to handle the Item according to the measures.

From the menu, select Register.

The Item that was selected in the main window (for the list of Items) is approved.

Notify the person in charge of problem management that the Item was approved.

If email notification is enabled, you can omit this step. For details about email notifications, see Email notification in the JP1/Service Support Configuration and Administration Guide.

Related topics

Email notification of the JP1/Service Support Configuration and Administration Guide

2.10 Taking the measures for the Item [problem management]

After the problem management administrator checks the measures for the incident "an abnormal termination of an application in the business system" and approves the Item to be handled, take measures for the incident.

Prerequisites

The user who performs this operation is the person in charge of problem management.

Procedure

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Work status display.

The Work status display window appears. Check the measures.

Take measures for the incident.

In this manual, go to the next step on the assumption that the Item has been escalated to the change management process and then the measures have been taken.

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

User name "Mary Miller"

Work status

Enter information such as the following:

You handled the Item according to the measures.

If there are no problems with the results of the measures, you will ask the problem management administrator to close the Item.

From the menu, select Register.

The edited information of the Item that was selected in the main window (for the list of Items) is applied.

Notify the problem management administrator of the completion of the measures.

2.11 Closing the Item [problem management]

After receiving a notice from the person in charge of problem management stating that the actions taken for the Item "an abnormal termination of an application in the business system" were completed, close the Item.

Prerequisites

The user who performs this operation is the problem management administrator.

Procedure

In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Work status display.

The Work status display window appears. Go to the next step on the assumption that there are no problems with the results of the measures taken by the person in charge of problem management.

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Status

Close

Work status

Enter information such as the following:

You confirmed that the measures for the Item were completed.

From the menu, select Register.

The Item that was selected in the main window (for the list of Items) is closed. If settings are specified so that an email notification is sent when an Item is closed, the email notification will be sent to the person in charge of incident management who escalated the Item to the problem management process.

2.12 Notifying the service desk of the completion of measures for an Item [incident management]

After the measures for an Item are completed, the person in charge of incident management notifies the service desk operator that Item processing is complete.

2.13 Notifying the incident inquirer of the completion of measures for the incident [service desk]

After receiving notification that measures for the Item "abnormal termination of an application in the business system" are complete from the person in charge of incident management, notify the person who inquired about the incident (hereinafter referred to as the "incident inquirer") of the results.

Prerequisites

This operation is performed by the service desk operator.

Procedure

From the list of process work boards in the main window (for the list of Items), select [Incident management] for [Business system].

From the list of Items in the main window (for the list of Items), select the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Work status display.

The Work status display window appears. Check the results of the measures that were taken for the incident.

Notify the incident inquirer of the results of the measures.

In this example, go to the next step, assuming that the results are approved by incident inquirer.

From the list of process work boards in the main window (for the list of Items), select [Incident management] for [Business system].

From the list of Items in the main window (for the list of Items), select the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

Refer to the examples in the following table when editing or setting information.

Item

Configuration information to be edited or selected

Person in charge

User name "Naoki Suzuki"

Work status

Enter information such as the following:

The incident inquirer has been notified of the results and has approved the results.

From the menu, select Register.

The edited information of the Item that was selected in the main window (for the list of Items) is applied.

Notify the incident management administrator that the incident inquirer approved the results of the measures that were taken for the incident.

2.14 Closing the Item [incident management]

After receiving a notice from a service desk operator stating that the inquirer approved the results of the measures for the Item "an abnormal termination of an application in the business system", close the Item. Closed Items are stored in the Item management database. The stored Items can be used as reference when handling similar Items.

Prerequisites

The user who performs this operation is the incident management administrator.

Procedure

From the list of process work boards in the main window (for the list of Items), select [Incident management] for [Business system].

From the list of Items in the main window (for the list of Items), select the Item "an abnormal termination of an application in the business system".

From the menu, select Action - Work status display.

The Work status display window appears. Confirm that the incident inquirer approved the results of the measures.

From the menu, select Action - Edit item.

The Edit item window appears.

Edit the information about the Item.

In this example, set "Closed" for Status.

From the menu, select Register.

The Item that was selected in the main window (for the list of Items) is closed.

3 Improving Item Management Operation

You can use JP1/Service Support to create periodic (for example, weekly or monthly) reports based on aggregated Item data and then analyze the reports. This chapter describes the workflow from outputting a report regarding the average amount of time from when an incident Item is registered to JP1/Service Support as an Item until the Item is closed, to creating an improvement plan.

3.1 Workflow for improving Item management operation

The incident management administrator and the problem management administrator output the data aggregated over a fixed period (for example, one week or one month) to a report and then analyze the report.

The following shows the workflow for improving Item management operation.

Related topics

3.2 Outputting periodic reports

3.3 Analyzing output reports to improve the Item management operation

3.2 Outputting periodic reports

This section describes how to output to a report regarding the average amount of time from when an incident is registered to JP1/Service Support as an Item until the Item is closed.

3.2.1 Configuring settings to aggregate data on a daily basis

Before creating reports, configure JP1/Service Support to automatically create daily accumulation Item data, which will be used as the source data for reports.

Prerequisites

This operation is performed by the JP1/Service Support administrator.

JP1/Service Support - Task Service is terminated.

Procedure

Use a program such as a text editor to open the definition file for the task practice service.

The following is the location where the definition file for the task practice service is stored:

JP1/SS-path\conf\jp1imss_service_setting.conf

Edit the jsscollectdata section.

In this example, edit this section as follows:

[jsscollectdata]
use=true
basetime=02:00

The command for automatically summarizing accumulated Item data (jsscollectdata command) runs every day at 2:00 a.m.

Check whether the content edited in step 2 is correct.

Save the definition file for the task practice service.

Start JP1/Service Support - Task Service.

For details about how to start the service, see 1.6.1 Starting JP1/Service Support services.

The edited content in the definition file for the task practice service is applied to JP1/Service Support.

Note

We recommend that you set the jsscollectdata command to run during a time period with a low access rate (e.g., after 0:00) because this command summarizes the data accumulated until the previous day. For details about the jsscollectdata command, see jsscollectdata (counts Item information) in the JP1/Service Support Configuration and Administration Guide.

Related topics

1.6.2 Stopping JP1/Service Support services

1.6.1 Starting JP1/Service Support services

jsscollectdata (counts Item information) of the JP1/Service Support Configuration and Administration Guide

3.2.2 Outputting aggregated data to periodic reports

To output periodic (for example, weekly or monthly) reports, download the aggregated Item data from the Item management server and then execute an Excel macro.

Prerequisites

This operation is performed by the incident management administrator or the problem management administrator.

Procedure

In the main window (Item list view), click the Switch from the main screen button .

The main window (Item status view) appears.

From the menu of the main window (Item status view), select Accumulation data output to file.

The Accumulation data output to file window appears.

Specify conditions about the aggregated data to be output.

Specify settings, by referring to the examples in the following table.

Item

Configuration information

System

Business system

Process

Incident management

Accumulation unit

Day unit

Accumulation range

2015/10/01 to 2015/10/31

Data type

[Item data CSV]

Note

The aggregated data to be output varies depending on Data type. For details, see Outputting accumulated Item data to a file in the JP1/Service Support Configuration and Administration Guide.

Click the Download data button.

The dialog box for downloading the aggregated data appears.

Save the aggregated data in a location of your choice.

From the menu of the Accumulation data output to file window, select Download macro.

The dialog box for downloading the macro appears.

Save the macro in the location where you saved the aggregated data in step 5.

In Excel, open the macro that was saved in step 7.

Note

If Security Warning Macros have been disabled appears, click the Options button to display the Microsoft Office Security Options dialog box. In the dialog box, select Enable this content, and then click the OK button.

Select the report to be created, and then click the Generate report button.

In this example, select Average required time and then click the Generate report button.

The macro runs, and the report is automatically created.

Related topics

Outputting accumulated Item data to a file of the JP1/Service Support Configuration and Administration Guide

3.3 Analyzing output reports to improve the Item management operation

To improve the operation and operating structure of Items, the incident management administrator and the problem management administrator analyze the content of the reports that were output based on accumulation data. This section describes an example of how to analyze a monthly report on the average required time for Item processing.

Procedure

Check the content of the report and then compare the average required time for Item processing between the target value and the actual value.

If you found a point for which the actual value extremely excesses the target value in step 1, identify the fundamental cause.

In this example, go to the next step on the assumption that you identified the fundamental cause.

Create a solution for the fundamental cause.

Improve the operation and operating structure of Items, based on the created solution. By outputting a report with the same conditions the next month and comparing the report with the report output this month, you can evaluate the effects of the improvements.

Appendixes

A. How to use JP1/Service Support more effectively

This appendix introduces operations for using JP1/Service Support more effectively. For details, see JP1/Service Support series manuals.

Operation

Functionality to be used

Overview

Refer to:

To rename processes so that the new names are the process names currently used by the user

Functionality that enables you to edit the process display name

You can edit and customize the default names of the processes provided by JP1/Service Support (incident management, problem management, change management, and release management).

Managing Items by using process work boards of the JP1/Service Support Configuration and Administration Guide, and Customizing the processes of the JP1/Service Support Operator's Guide

For registrants to check the percentage of the already completed processes for their own Items

Functionality that displays the progress of Items

By displaying the progress of an Item, you can check past and future changes in the status of the Item. In addition, you can identify points where the progress is delayed and the person in charge, and provide follow-up.

Showing the progress of an item of the JP1/Service Support Configuration and Administration Guide

To periodically back up the Item management database

Functionality that enables you to use the command prompt to execute commands

By creating a batch file, you can use the command prompt to execute the command for backing up the Item management database.

How to use Command Prompt to execute commands of the JP1/Service Support Configuration and Administration Guide

To link with other Hitachi products to make Item management easy

Functionality that links with JP1/IM - Manager

If JP1/IM - Manager monitors systems, you can use the functionality that automatically registers JP1 events to JP1/Service Support as Items to prevent some Items from being not registered.

Linkage with JP1/IM - Manager of the JP1/Service Support Configuration and Administration Guide

Functionality that links with Hitachi navigation platform products

If a Hitachi navigation platform product is linked, you can call the navigation platform product window from the JP1/Service Support window and view operation procedures such as business processes.

Linkage with a non-JP1 operation management product of the JP1/Service Support Configuration and Administration Guide

B. Version Changes

This appendix describes the changes made to each version.

B.1 Changes in 11-10

Windows Server 2016 was added to the list of supported operating systems.

The range of the Item Management window is now specified using the month and year instead of just the year.

C. Reference Information for This Manual

This appendix provides reference information relevant to this manual.

C.1 Related manuals

The manuals below are related to this manual. Refer to these manuals when necessary.

JP1 Version 11 JP1/Service Support Configuration and Administration Guide (3021-3-A22(E))

JP1 Version 11 JP1/Service Support Operator's Guide (3021-3-A23(E))

C.2 Conventions: Abbreviations for Microsoft product names

This manual uses the following abbreviations for Microsoft product names.

Abbreviation

Full name or meaning

Excel

Microsoft(R) Office Excel

Internet Explorer

Windows(R) Internet Explorer(R)

Windows 7

Microsoft(R) Windows(R) 7 Enterprise

Microsoft(R) Windows(R) 7 Professional

Microsoft(R) Windows(R) 7 Ultimate

Windows 8

Windows(R) 8 Enterprise

Windows(R) 8 Professional

Windows 8.1

Windows(R) 8.1 Enterprise

Windows(R) 8.1 Professional

Windows 10

Windows 10

Microsoft(R) Windows(R) 10 Enterprise

Microsoft(R) Windows(R) 10 Pro

Windows 10 (x86)

Windows(R) 10 Pro 32-bit

Windows(R) 10 Enterprise 32-bit

Windows 10 (x64)

Windows(R) 10 Pro 64-bit

Windows(R) 10 Enterprise 64-bit

Windows Server 2008 R2

Microsoft(R) Windows Server(R) 2008 R2, Datacenter

Microsoft(R) Windows Server(R) 2008 R2, Enterprise

Microsoft(R) Windows Server(R) 2008 R2, Standard

Windows Server 2012

Microsoft(R) Windows Server(R) 2012 Datacenter

Microsoft(R) Windows Server(R) 2012 Standard

Microsoft(R) Windows Server(R) 2012 R2 Datacenter

Microsoft(R) Windows Server(R) 2012 R2 Standard

Windows Server 2016

Microsoft(R) Windows Server(R) 2016 Datacenter

Microsoft(R) Windows Server(R) 2016 Standard

Windows 10, Windows 8.1, Windows 8, Windows 7, Windows Server 2008 R2, Windows Server 2012, and Windows Server 2016 are sometimes collectively referred to as "Windows" in this manual.

C.3 Conventions: Product name abbreviations

This manual uses the abbreviations for Hitachi product names and other product names. The following table shows the full name or meaning, and the abbreviations used in this manual.

Abbreviation

Full name or meaning

JP1/IM - Manager

JP1/Integrated Management - Manager

Navigation platform products

Hitachi Navigation Platform

Hitachi Navigation Platform for Developers

JP1/Navigation Platform

C.4 Conventions: Acronyms

This manual uses the following acronyms.

Conventions: Acronyms

Full name or meaning

ASCII

American Standard Code for Information Interchange

CSV

Comma Separated Value

DB

Database

GUI

Graphical User Interface

ID

Identifier

IT

Information Technology

ITIL

Information Technology Infrastructure Library

JSP

JavaServer Pages

ODBC

Open Database Connectivity

OS

Operating System

POP

Post Office Protocol

SMTP

Simple Mail Transfer Protocol

URL

Uniform Resource Locator

WWW

World Wide Web

C.5 Conventions: KB, MB, GB, and TB This manual uses the following

1 KB (kilobyte) is 1,024 bytes. 1 MB (megabyte) is 1,024² bytes. 1 GB (gigabyte) is 1,024³ bytes. 1 TB (terabyte) is 1,024⁴ bytes.

D. Glossary

A

Automatic action

A function to automatically execute commands as actions when specific JP1 events are received. For example, the automatic action function can be used to execute a command to report to the administrator any serious event that occurs when JP1-IM Manager monitors the system. To define an automatic action, specify the condition on which the automatic action will be executed and the command to be executed automatically.

E

Escalation

Submitting a request to the person in charge of another process to work on an Item based on the Item content.

I

Item

An item is a record of task information and represents a task to be resolved on a process work board. One process work board can contain multiple items. More than one person can update information recorded in the items. To define relationships between items, write information about the related items in elements of these items.

This manual uses the following terms to refer to different items registered in different processes:

Incidents, which refer to items registered in an incident management process.

Problems, which refer to items registered in a problem management process.

Changes, which refer to items registered in a change management process.

Release items, which refer to items registered in a release management process.

Item form

This form allows users to enter items. The item form is defined by a definition file and associated with a process work board.

Item management database

This is the name of a database provided by JP1/Service Support.

The item management database manages all the information that JP1/Service Support users have created and defined. For example, this database manages configuration information about the target systems and processes configured by JP1/Service Support users, as well as item information that has been registered or updated.

Item management server

This is the server on which JP1/Service Support is installed. Items are managed by the Item management database of the Item management server. To view Items, use a web browser to access the Item management server.

J

JP1/IM - Manager

JP1/IM - Manager is a program that allows for integrated system management via centralized monitoring and operation of the entire system.

P

Process

A unit of work categorized by JP1/Service Support. There are four types of processes: incident management, problem management, change management, and release management.

Process work board

A place where the work for each process is recorded. On the process work board, the user registers items, updates items, performs escalation to other processes, and performs work to solve problems.

R

Role

A definition of a group of users who log in to JP1/Service support. Access permissions to process work boards and items can be assigned to roles and users.

S

Status

Information about the status of an Item. You can view the work status of each Item in the list of Items. In general, this is used to check whether an Item has been resolved and, if the Item has not been resolved, to monitor the progress of Item processing. This is also used for data aggregation.

T

Target system

A system that is to be administered by JP1/Service Support. The list of process work boards manages the systems to be administered by JP1/Service Support.

Index

A

analyzing output reports to improve the Item management operation[1]

assigning a person in charge and priority level to the Item[1], [2]

assigning Item access permissions to users and roles[1]

assigning users to the roles[1]

automatic action[1]

glossary[1]

C

changing JP1/Service Support settings[1]

checking and approving the measures for the Item[1]

checking the Items for which a pre-deadline email notification was sent[1]

checking the statuses of the Items that you manage[1]

closing the Item[1], [2]

configuring an Item management environment that meets the operational requirements[1]

configuring an ODBC data source[1]

configuring JP1/Service Support[1]

configuring settings to aggregate data on a daily basis[1]

configuring the periodic execution of commands for automatically distributing email notifications[1]

creating a target system[1]

creating measures for the Item[1]

creating process work boards[1]

creating roles[1]

creating users[1]

customizing Item forms[1]

D

defining the email content to be distributed automatically[1]

E

editing the held Item definition file to automate the distribution of notifications of remaining Items[1]

editing the process work board settings to automate delivery of pre-deadline email notifications[1]

escalating the Item[1]

escalation[1]

glossary[1]

H

how to use JP1/Service Support more effectively[1]

I

improving Item management operation[1]

installing JP1/Service Support[1]

installing JP1/Service Support by using the provided media[1]

investigating the Item[1], [2]

Item[1]

glossary[1]

Item form[1]

glossary[1]

Item management database[1]

glossary[1]

Item management server[1]

glossary[1]

J

JP1/IM - Manager[1]

glossary[1]

JP1/Service Support environment settings to be configured in this manual[1]

L

logging in to JP1/Service Support[1]

N

notifying the incident inquirer of the completion of measures for the incident[1]

notifying the service desk of the completion of measures for an Item[1]

O

outputting aggregated data to periodic reports[1]

outputting periodic reports[1]

P

preparing for installation[1]

process[1]

glossary[1]

process work board[1]

glossary[1]

R

reference information for this manual[1]

registering an incident as an Item[1]

registering email addresses to the user information[1]

resolving incidents based on registered Items[1]

role[1]

glossary[1]

S

searching past Items for similar Items[1]

setting up JP1/Service Support[1]

setting up the Item management database[1]

starting JP1/Service Support services[1]

Starting JP1/Service Support services[1]

status[1]

glossary[1]

stopping JP1/Service Support services[1]

T

taking the measures for the Item[1]

target system[1]

glossary[1]

V

version changes[1]

W

workflow for configuring JP1/Service Support[1]

workflow for enabling email notification[1]

workflow for improving Item management operation[1]

workflow for investigating Items[1], [2]

workflow from registering an incident as an Item to closing the Item[1]