2.4.4 Searching past Items for similar Items [incident management]

Search past Items to see whether the Item "abnormal termination of an application in the business system" (for an incident that occurred on the target business system) is similar to a past Item.

Prerequisites

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

Procedure

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

Note

The search scope varies depending on the item that is selected from the list of process work boards. For details, see Specifying search conditions in the JP1/Service Support Operator's Guide.
From the menu, select Action - Search for item.

The Specify item search conditions window appears.
Specify the Item search conditions.

In this example, specify the following search conditions for Search with this keyword:
- From the first drop-down list box, select Work status and then enter application in the text box.
- From the second drop-down list box, select Work status and then enter abnormal termination in the text box.
Click the Search button.

When the search finishes, the List of item search results window appears and lists the Items that meet the search conditions.

Postrequisites

Check the content of each Item displayed in the search results to see whether the Item is similar to the Item you are managing. Create measures to be taken for the incident based on the displayed Items.
If there are no search results, the Item that you manage can be considered as an unknown incident. Escalate the Item to the problem management process.

Note: Even if an Item is an unknown incident, depending on the priority of the Item and requirements of the person who inquired about the incident, the person in charge of the Item in the incident management process might create provisional measures before escalating the Item.

Related topics

Specifying search conditions of the JP1/Service Support Operator's Guide

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