2.5 Escalating the Item [incident management]

If the Item "an abnormal termination of an application in the business system" that you manage is an unknown incident, escalate the Item to the problem management process as a request to handle the Item.

Prerequisites

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

Procedure

1. In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

2. From the menu, select Action - Escalation.

   The Specify an escalation destination window appears.

3. Select the process work board for the escalation destination.

   

   In this example, select Problem management because a request to handle the Item will be submitted to the problem management process.

4. Click the OK button.

   The New item window appears. At this time, the Item information that was registered by the escalation source is inherited.

5. In the New item window, enter the information required for the escalation destination.

   

   Refer to the examples in the following table when editing or setting information.

   Item	Configuration information to be edited or selected
   Person in charge	Role name: Business system problem management
   Status	Received
   Work status	Enter information such as the following: As a result of the investigation in the incident management process, you determined that the Item needs to be handled in the problem management process.

6. From the menu, select Register.

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

7. In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

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

   The Edit item window appears.

9. Edit the information about the Item.

   

   Refer to the examples in the following table when editing or setting information.

   Item	Configuration information to be edited or selected
   Status	Support Requested
   Work status	Enter information such as the following: The Item that you manage is an unknown incident. You escalated the Item to the problem management process.

10. 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.

11. Notify the incident management administrator and the problem management administrator that you escalated an Item.

    You can omit this step if email notifications to the problem management administrator on the escalation destination are enabled. 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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