Hitachi

JP1 Version 12 IT Service Management: Getting Started


2.9 Checking and approving the measures for the Item [problem management]

After receiving a request from the person in charge of problem management to check the measures for the incident "an abnormal termination of an application in the business system", check the work status of the Item and approve the measures.

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 - Work status display.

    The Work status display window appears. Check the work status of the Item to be approved. In this procedure, go to the next step on the assumption that there are no problems with the measures proposed by the person in charge of problem management.

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

    The Edit item window appears.

  4. Edit the information about the Item.

    [Figure]

    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

    Acknowledged

    Work status

    Enter information such as the following:

    You instruct the person in charge of the Item to handle the Item according to the measures.

  5. From the menu, select Register.

    The Item that was selected in the main window (for the list of Items) is approved.

  6. Notify the person in charge of problem management that the Item was approved.

    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.

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