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.
- Organization of this chapter
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2.1 Workflow from registering an incident as an Item to closing the Item
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2.3 Assigning a person in charge and priority level to the Item [incident management]
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2.6 Assigning a person in charge and priority level to the Item [problem management]
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2.9 Checking and approving the measures for the Item [problem management]
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2.12 Notifying the service desk of the completion of measures for an Item [incident management]
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2.13 Notifying the incident inquirer of the completion of measures for the incident [service desk]
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