2.6 Assigning a person in charge and priority level to the Item [problem management]

After receiving a notice from a person in charge of incident management about the escalation 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 problem management process.

Prerequisites

The user who performs this operation is the problem management administrator.

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 - Edit item

   The Edit item window appears.

3. 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
   Person in charge	User name "Mayumi Takahashi"
   Status	Discussing
   Priority	Very urgent
   Work status	Enter information such as the following: You will investigate the fundamental cause of the escalated Item. You will create measures based on the result of the investigation.

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 problem 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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