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

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

   

2. From the menu, select Action - Edit item.

   The Edit item window appears

3. 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.

4. 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.

5. 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

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