Contents

• Notices

• Summary of amendments

• Preface

• 1. Overview of JP1/Service Support

  • 1.1 About JP1/Service Support

  • 1.2 Features of JP1/Service Support

  • 1.3 Overview of Item resolution using JP1/Service Support

    • 1.3.1 Items from submission to resolution

    • 1.3.2 Escalation to other processes

• 2. Logging in and Logging Out of JP1/Service Support

  • 2.1 Logging in to JP1/Service Support

  • 2.2 Viewing and changing logged-in user information

    • 2.2.1 Viewing user information for the logged-in user

    • 2.2.2 Viewing the roles of the logged-in user

    • 2.2.3 Changing user information (password and Phone number) for the logged-in user

  • 2.3 Logging out of JP1/Service Support

• 3. Building a JP1/Service Support Environment

  • 3.1 Creating users

    • 3.1.1 Adding users

    • 3.1.2 Editing user information

    • 3.1.3 Deleting users

  • 3.2 Creating roles

    • 3.2.1 Adding roles

    • 3.2.2 Editing roles

    • 3.2.3 Adding members

    • 3.2.4 Deleting members

    • 3.2.5 Deleting roles

  • 3.3 Creating target systems

    • 3.3.1 Adding target systems

    • 3.3.2 Editing target system information

    • 3.3.3 Deleting target systems

  • 3.4 Customizing processes

    • 3.4.1 Editing process display names

  • 3.5 Creating process work boards

    • 3.5.1 Adding process work boards

    • 3.5.2 Editing process work board information

    • 3.5.3 Deleting process work boards

    • 3.5.4 Viewing process work boards

  • 3.6 Assigning access permissions

    • 3.6.1 Adding access permissions

    • 3.6.2 Deleting access permissions

  • 3.7 Viewing and setting Item form information

    • 3.7.1 Viewing Item form information

    • 3.7.2 Deleting Item forms

    • 3.7.3 Setting process standard Item forms

  • 3.8 Customizing statuses

    • 3.8.1 Selecting which statuses are available

    • 3.8.2 Changing the status display order

    • 3.8.3 Editing status names

    • 3.8.4 Limiting Item statuses

    • 3.8.5 Prohibiting escalation

• 4. Displaying and Working With Items

  • 4.1 Overview of Item processing

  • 4.2 Layout of main window (Item list)

    • 4.2.1 Toolbar in main window (Item list)

    • 4.2.2 Menus in main window (Item list)

    • 4.2.3 List of process work boards

    • 4.2.4 List of Items

    • 4.2.5 Item preview

  • 4.3 Displaying Items

    • 4.3.1 Filtering displayed Items

    • 4.3.2 Displaying detailed Item information

    • 4.3.3 Displaying Item histories

    • 4.3.4 Displaying the progress of an Item

    • 4.3.5 Displaying Item work statuses

    • 4.3.6 Displaying related Items

    • 4.3.7 Changing the range of the Item Management window

  • 4.4 Searching for Items

    • 4.4.1 Specifying search conditions

    • 4.4.2 Using simple search

    • 4.4.3 Viewing search results

  • 4.5 Creating Items

    • 4.5.1 Creating Items in the New item window

    • 4.5.2 Creating Items based on existing Item information

    • 4.5.3 Creating Items via email

  • 4.6 Processing Items

    • 4.6.1 Editing Item information

    • 4.6.2 Changing the status of an Item

    • 4.6.3 Recalling Items

    • 4.6.4 Sending back Items

    • 4.6.5 Performing batch operations on Items

    • 4.6.6 Escalating Items

  • 4.7 Deleting Items

  • 4.8 Printing items

  • 4.9 Outputting Item information to a CSV file

• 5. Checking Item Statuses and Outputting Reports

  • 5.1 Layout of main window (Item status)

    • 5.1.1 Toolbar in main window (Item status)

    • 5.1.2 Menus in main window (Item status)

    • 5.1.3 Check status

    • 5.1.4 List of target items

  • 5.2 Checking the status of Items

    • 5.2.1 Checking Item statuses from the system perspective

    • 5.2.2 Checking Item statuses from the process perspective

  • 5.3 Outputting reports about Items

    • 5.3.1 Outputting statistical data

    • 5.3.2 Creating reports

  • 5.4 Viewing information related to Items

• 6. Messages

  • 6.1 Message format

    • 6.1.1 Format of output messages

    • 6.1.2 Format of message explanations

  • 6.2 Window operation (user management and role management) messages (KNAB00002 to KNAB04007)

    • KNAB00002-E

    • KNAB00003-E

    • KNAB00004-E

    • KNAB00005-E

    • KNAB00006-E

    • KNAB00007-E

    • KNAB00008-E

    • KNAB01001-E

    • KNAB01002-E

    • KNAB01003-E

    • KNAB01004-E

    • KNAB01005-E

    • KNAB01006-E

    • KNAB01007-E

    • KNAB01008-E

    • KNAB01009-E

    • KNAB01010-E

    • KNAB02002-E

    • KNAB02003-E

    • KNAB02004-E

    • KNAB03001-W

    • KNAB03002-W

    • KNAB04005-I

    • KNAB04006-I

    • KNAB04007-I

  • 6.3 Window operation (Item management) messages (KNAB10005 to KNAB15126)

    • KNAB10005-E

    • KNAB10013-E

    • KNAB10017-E

    • KNAB10035-E

    • KNAB11001-E

    • KNAB11002-E

    • KNAB11003-E

    • KNAB11004-E

    • KNAB11005-E

    • KNAB11006-E

    • KNAB11007-E

    • KNAB11008-E

    • KNAB11009-E

    • KNAB11010-E

    • KNAB11011-E

    • KNAB11012-E

    • KNAB11013-E

    • KNAB11015-E

    • KNAB11016-E

    • KNAB11017-E

    • KNAB11018-E

    • KNAB11021-E

    • KNAB11022-E

    • KNAB11023-E

    • KNAB11025-E

    • KNAB11026-E

    • KNAB11027-E

    • KNAB11028-E

    • KNAB11030-E

    • KNAB11031-E

    • KNAB11032-E

    • KNAB11033-E

    • KNAB11035-E

    • KNAB11037-E

    • KNAB11038-E

    • KNAB11039-E

    • KNAB11040-E

    • KNAB11041-E

    • KNAB11042-E

    • KNAB11043-E

    • KNAB11044-E

    • KNAB11045-E

    • KNAB11046-E

    • KNAB11047-E

    • KNAB11048-E

    • KNAB12001-E

    • KNAB12002-E

    • KNAB12003-E

    • KNAB12013-E

    • KNAB12014-E

    • KNAB13003-W

    • KNAB13004-W

    • KNAB13005-W

    • KNAB14007-I

    • KNAB15042-E

    • KNAB15064-W

    • KNAB15065-W

    • KNAB15066-W

    • KNAB15067-W

    • KNAB15068-W

    • KNAB15091-E

    • KNAB15098-E

    • KNAB15099-E

    • KNAB15100-E

    • KNAB15101-E

    • KNAB15110-W

    • KNAB15111-W

    • KNAB15112-I

    • KNAB15113-E

    • KNAB15114-E

    • KNAB15117-E

    • KNAB15118-E

    • KNAB15119-E

    • KNAB15121-E

    • KNAB15122-E

    • KNAB15123-E

    • KNAB15124-E

    • KNAB15125-E

    • KNAB15126-E

• Appendixes

  • A. Version Changes

    • A.1 Changes in 11-50

    • A.2 Changes in 11-10

    • A.3 Changes in 11-00

    • A.4 Changes in 10-50

    • A.5 Changes in 10-10

    • A.6 Changes in 10-00

    • A.7 Changes in 09-50

    • A.8 Changes in 09-00

  • B. Reference Material for This Manual

    • B.1 Related publications

    • B.2 Conventions: Abbreviations for product names

    • B.3 Conventions: Acronyms

    • B.4 Conventions: KB, MB, GB, and TB

  • C. Glossary

• Index

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