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

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

   

2. From the menu, select New - New item.

   The New item window appears.

3. 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.

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

5. From the menu, select Register.

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

6. 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

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