JP1 Version 12 IT Service Management: Getting Started

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1. Configuring JP1/Service Support
1.5 Configuring an Item management environment that meets the operational requirements
1.5.1 JP1/Service Support environment settings to be configured 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	Business system	Problem management	Mary Miller	Select The process standard item form is used.	In operation

Table 1‒5: Access permission settings
Process in the process work board	Permission				Escalation	Acknowledge item	Close item
Process in the process work board	Create item	Edit item	View item	Delete item	Escalation	Acknowledge item	Close 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 all roles.	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

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Copyright (C) 2019, Hitachi Solutions, Ltd.