2.4.3 Checking the Items for which a pre-deadline email notification was sent [incident management]

For target systems to continue operating normally, Items for which pre-deadline email notifications were sent must be handled immediately. This section describes the workflow from checking a pre-deadline email notification about the "abnormal termination of an application in the business system", to checking the instructions from the incident management administrator.

Prerequisites

This operation is performed by the person in charge of incident management.

Procedure

1. Use email software to check whether a pre-deadline email notification was sent to the email address registered in your user information.

   In this example, the subsequent steps are described based on the assumption that the following pre-deadline email notification was received in accordance with the default settings in the email definition file.

   Title

   Email body

   [Notification of deadline for person in charge] The item deadline is approaching

   The number of items whose deadlines are approaching is 1. The number of items whose priority is Very urgent is 0. The number of items whose priority is urgent is 1. The number of items whose priority is standard is 0. System: target-system-name Process: process-name -------- The deadline for GManagementSystemIncident-00100 is approaching. Title: An abnormal termination of an application in the business system Priority: Urgent Status: Investigating Person in charge: Pedro Garcia Deadline: 2015/08/13 --------

   Important

   If you notice that you have yet to receive an email notification that should have been sent, even though email notification is enabled, select Option - View my details from the menu of the main window (Item list view), and then make sure the email address registered in your user information is correct.

   If the email address is correct, ask the JP1/Service Support administrator to check whether the values defined in the email definition file, such as the host name (hptl_jp1_imss_mail_server) of the SMTP server and the port number (hptl_jp1_imss_mail_port) that is used by the SMTP server, are correct.

2. Log in to JP1/Service Support. From the list of Items in the main window (Item list view), select an Item for which a pre-deadline email notification was received.

   

3. From the menu, select Action - View item.

   The View item window appears.

4. From the menu of the View item window, select Action - Work status display.

   The Work status display window appears.

5. In the Work status display window, check the instructions from the incident management administrator.

Postrequisites

Investigate whether similar Items exist for the Item for which a pre-deadline email notification was sent.

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