Contents

• Notices

• Summary of amendments

• Preface

• Part 1: Overview

  • 1. Overview of JP1/Service Support

    • 1.1 About JP1/Service Support

      • 1.1.1 Role of service support in IT service management

      • 1.1.2 Supporting service support operations with JP1/Service Support

    • 1.2 Features of JP1/Service Support

      • 1.2.1 Centrally managing user inquiries and system faults as Items requiring resolution

      • 1.2.2 Providing quick access to workarounds based on past occurrences

      • 1.2.3 Passing an Item to another process according to its content

      • 1.2.4 Improving the flow of processes from occurrence to resolution

      • 1.2.5 Managing workers responsible for each process

      • 1.2.6 Managing Item statuses system-wide

    • 1.3 Examples of JP1/Service Support operation

      • 1.3.1 Use as an inquiry management system

      • 1.3.2 Managing operation of in-house systems

      • 1.3.3 Improving incident registration and work efficiency

      • 1.3.4 Improving release management efficiency

      • 1.3.5 Controlling view permissions for individual Items

    • 1.4 Overview of Item resolution using JP1/Service Support

      • 1.4.1 Items from submission to resolution

      • 1.4.2 Escalation to other processes

    • 1.5 Checking and analyzing progress using JP1/Service Support

      • 1.5.1 Checking Item statuses from two viewpoints

      • 1.5.2 Analyzing progress based on statistical data

    • 1.6 Range of JP1/Service Support products

  • 2. Configuration of JP1/Service Support

    • 2.1 OS requirements and prerequisite programs

    • 2.2 System configuration of JP1/Service Support

      • 2.2.1 Basic system configuration

      • 2.2.2 System configuration using email to manipulate Items

      • 2.2.3 System configuration when linking with JP1 products

• Part 2: Functionality

  • 3. Functions of JP1/Service Support

    • 3.1 List of functions

    • 3.2 Item management

      • 3.2.1 Managing Items by using process work boards

      • 3.2.2 Viewing Items that are registered in a process work board

      • 3.2.3 Item Management window function

    • 3.3 Item display

      • 3.3.1 Displaying the details of an Item

      • 3.3.2 Displaying an Item log

      • 3.3.3 Displaying the progress of an Item

      • 3.3.4 Displaying the work status of an Item

      • 3.3.5 Displaying related Items

    • 3.4 Item search

      • 3.4.1 Specifying the search range, number of search results to be displayed, and search conditions

      • 3.4.2 Displaying search results

    • 3.5 Item creation

      • 3.5.1 Creating an Item by using the "New item" window

      • 3.5.2 Creating Items based on existing Items

      • 3.5.3 Creating an Item by sending an email

      • 3.5.4 Creating an Item by executing a command

      • 3.5.5 Escalating an Item

      • 3.5.6 Counting the number of registered Items

    • 3.6 Item editing

      • 3.6.1 Editing Items in the Edit item window

      • 3.6.2 Editing Items using commands

      • 3.6.3 Recalling an Item

      • 3.6.4 Sending back an Item

    • 3.7 Batch operations on Items

      • 3.7.1 Overview of batch operations on Items

      • 3.7.2 Results of batch operations on Items

    • 3.8 Item deletion

      • 3.8.1 Deleting Items by using a window

      • 3.8.2 Deleting Items by using a command

    • 3.9 Item storage

    • 3.10 Item printing

    • 3.11 Item access control

      • 3.11.1 Types of access permission

      • 3.11.2 Editing Item settings: Relationship between the status and person in charge

    • 3.12 Email notification

      • 3.12.1 When an email is to be sent

      • 3.12.2 User authentication for sending emails

      • 3.12.3 Item information that can be reported by email

      • 3.12.4 Pre-deadline email notification

    • 3.13 Exporting Item information to a CSV file

    • 3.14 Item form management

      • 3.14.1 Customizing an Item form

      • 3.14.2 Using a different set of customized Item forms for each target system

    • 3.15 Status management

      • 3.15.1 Selecting the statuses to be used

      • 3.15.2 Changing the status display order

      • 3.15.3 Changing the names of statuses

      • 3.15.4 Limiting available statuses

      • 3.15.5 Prohibiting escalation

    • 3.16 Item status management

      • 3.16.1 Accumulating Items from the system perspective

      • 3.16.2 Accumulating Items from the process perspective

      • 3.16.3 Outputting accumulated Item data to a file

    • 3.17 User and role management

      • 3.17.1 User management

      • 3.17.2 Role management

    • 3.18 Firewall environment support

    • 3.19 JP1/Service Support services

    • 3.20 Command-driven database operations

      • 3.20.1 Using commands to work with the Item management database

      • 3.20.2 Using commands to work with the Item storage database

    • 3.21 Cluster system support

      • 3.21.1 How JP1/Service Support behaves when a failover occurs

      • 3.21.2 Commands that can be executed on the active and standby servers

  • 4. Linkage with Other Products

    • 4.1 Linkage with JP1/IM - Manager

      • 4.1.1 Registering Items via automated action

      • 4.1.2 Event-driven linkage with JP1 products using automated actions

      • 4.1.3 Changing the response status by a JP1 event according to the Item status change

      • 4.1.4 Notification of status change and execution of automated actions by using JP1 events

    • 4.2 Linkage with JP1/IM - View

      • 4.2.1 Registering Items from JP1/IM - View

      • 4.2.2 Passing specific JP1 events as incidents

      • 4.2.3 Passing any attribute and string of a JP1 event as incidents

    • 4.3 Linkage with JP1/AIM

      • 4.3.1 Displaying hardware information managed in JP1/AIM

      • 4.3.2 Connection to JP1/AIM

    • 4.4 Linkage with JP1/UCMDB

      • 4.4.1 Displaying hardware information managed in JP1/UCMDB

      • 4.4.2 Connection to JP1/UCMDB

    • 4.5 Linkage with JP1/NP

      • 4.5.1 Item information passed to JP1/NP

      • 4.5.2 Connecting to JP1/NP

    • 4.6 Linkage with JP1/AO

      • 4.6.1 Item information passed to JP1/AO

      • 4.6.2 Connecting to JP1/AO

    • 4.7 Linkage with JP1/Audit - Manager

      • 4.7.1 Item information passed to JP1/Audit - Manager

    • 4.8 Linkage with JP1/ITDM2 - Asset Console

      • 4.8.1 Displaying hardware information managed in JP1/ITDM2 - Asset Console

      • 4.8.2 Connection to JP1/ITDM2 - Asset Console

    • 4.9 Linkage with the Web GUI of JP1/AJS3 - Web Console

      • 4.9.1 Item information passed to JP1/AJS3 - Web Console

      • 4.9.2 Connecting to the Web GUI of JP1/AJS3 - Web Console

      • 4.9.3 Example automated action definition when linking with the Web GUI for JP1/AJS3 - Web Console

    • 4.10 Linkage with JP1/PFM - Web Console

      • 4.10.1 INDEXWORD PRONOUNCE="Item information passed to" INDEXITEM="Item information passed to" PARENTPRONOUNCE="JP1/PFM - Web Console" PARENTITEM="JP1/PFM - Web Console">Item information passed to JP1/PFM - Web Console

      • 4.10.2 Connecting to JP1/PFM - Web Console

      • 4.10.3 Examples of automated action definitions when linking with JP1/PFM - Web Console

    • 4.11 Linkage with a non-JP1 operation management product

      • 4.11.1 Registering Items from a linked product

      • 4.11.2 Viewing information managed in a linked product

      • 4.11.3 Linkage with web applications

    • 4.12 Linkage with information managed in a system other than JP1/Service Support

    • 4.13 Linkage with an external authentication server

      • 4.13.1 Linkage with an LDAP server

      • 4.13.2 Linkage with JP1/Base (for authentication)

• Part 3: Designing JP1/Service Support

  • 5. Designing JP1/Service Support

    • 5.1 Operation cycle of JP1/Service Support

    • 5.2 Deciding the target system and processes and establishing the structure

      • 5.2.1 Designing users and roles

      • 5.2.2 Designing the target system and the process work boards

      • 5.2.3 Designing assignment of access permissions

    • 5.3 Considering Item statuses

      • 5.3.1 When customizing generally used statuses

      • 5.3.2 When customizing user extended statuses

      • 5.3.3 When customizing status settings

    • 5.4 Considering the elements to be managed and how to enter the settings

      • 5.4.1 Customizing the Item forms

      • 5.4.2 Separately using the customized Item forms

      • 5.4.3 Using automatic input of Item settings

      • 5.4.4 Using input-candidate values and cross-setting value correlation

      • 5.4.5 Using link setting

      • 5.4.6 Using file attachment

    • 5.5 Considering email notifications

      • 5.5.1 Considering user authentication for sending emails

    • 5.6 Considering registration of Items by email

      • 5.6.1 Considering the method of registering Items by email

      • 5.6.2 Considering the template for email

    • 5.7 Considering automatic Item registration

    • 5.8 Considering output of Item information

    • 5.9 Considering summary of Items and file output of the summary results

    • 5.10 Considering the Item Management window function

    • 5.11 Considering linkage with other products

      • 5.11.1 Considering linkage with JP1/IM - Manager

      • 5.11.2 Considering link with JP1/IM - View

      • 5.11.3 Considering linkage with JP1/AIM

      • 5.11.4 Considering linkage with JP1/UCMDB

      • 5.11.5 Considering linkage with JP1/NP

      • 5.11.6 Considering linkage with JP1/AO

      • 5.11.7 Considering linkage with JP1/ITDM2 - Asset Console

      • 5.11.8 Considering linkage with the Web GUI of JP1/AJS3 - Web Console

      • 5.11.9 Considering linkage with JP1/PFM - Web Console

    • 5.12 Considering the Item management database

      • 5.12.1 Considering setup of the Item management database

      • 5.12.2 Considering initialization of the Item management database

      • 5.12.3 Considering deletion of data from the Item management database

      • 5.12.4 Considering reorganization of the Item management database

      • 5.12.5 Criteria for determining the Item management database size

    • 5.13 Considering the Item storage database

      • 5.13.1 Operation example of an Item storage database

      • 5.13.2 Overview of Item storage database operation

      • 5.13.3 Selecting the Item storage database size

      • 5.13.4 Yearly maintenance of the Item storage database

    • 5.14 Considering data migration

      • 5.14.1 Migration of Item data from a system other than the JP1/Service Support system

      • 5.14.2 Migration of user information from a system other than the JP1/Service Support system

      • 5.14.3 Migration of data from an existing JP1/Service Support program

    • 5.15 Considering the authentication method

      • 5.15.1 Login authentication using the Item management database

      • 5.15.2 Login authentication using an LDAP server

      • 5.15.3 Login authentication using the JP1/Base authentication server

    • 5.16 Notes on use of antivirus software

• Part 4: Configuring JP1/Service Support

  • 6. Installing and Setting Up JP1/Service Support

    • 6.1 Flow of installation and setup

    • 6.2 Tasks required before installation

      • 6.2.1 Design for configuring an environment

      • 6.2.2 Configuring an OS environment

      • 6.2.3 Backing up the environment

    • 6.3 New installation and setup of JP1/Service Support

      • 6.3.1 New installation procedure

      • 6.3.2 Setup procedure for new installation

    • 6.4 Overwrite installation and setup of JP1/Service Support

      • 6.4.1 Overwrite installation procedure

      • 6.4.2 Setup procedure for version upgrade installation

      • 6.4.3 Setup procedure for repair installation

    • 6.5 Performing a product upgrade of JP1/Service Support

      • 6.5.1 Upgrading JP1/Service Support

    • 6.6 Replacing the installation-destination machine

    • 6.7 Unsetup and uninstallation of JP1/Service Support

      • 6.7.1 Unsetup procedure

      • 6.7.2 Uninstallation procedure

    • 6.8 Procedure for incorporating a manual

    • 6.9 Notes on Installing and Setting Up JP1/Service Support

      • 6.9.1 Notes on installing and uninstalling

      • 6.9.2 Notes on Setting Up

      • 6.9.3 Notes on using Windows Firewall

      • 6.9.4 Other notes

  • 7. Settings to prepare for problems

    • 7.1 Preparing to collect information when a problem occurs

      • 7.1.1 Setting up user dump output

  • 8. Starting and Stopping JP1/Service Support

    • 8.1 Starting JP1/Service Support

    • 8.2 Stopping JP1/Service Support

    • 8.3 Starting and stopping JP1/Service Support in a cluster environment

    • 8.4 Notes on automatic startup of services

  • 9. Building a JP1/Service Support Environment

    • 9.1 Flow of building an environment

    • 9.2 Creating users

      • 9.2.1 Adding users

      • 9.2.2  Editing user information

      • 9.2.3 Deleting users

    • 9.3 Creating roles

      • 9.3.1 Adding roles

      • 9.3.2 Editing roles

      • 9.3.3 Adding members

      • 9.3.4 Deleting members

      • 9.3.5 Deleting roles

    • 9.4 Creating target systems

      • 9.4.1 Adding target systems

      • 9.4.2 Editing target system information

      • 9.4.3 Deleting target systems

    • 9.5 Customizing processes

      • 9.5.1 Editing process display names

    • 9.6 Creating process work boards

      • 9.6.1 Adding process work boards

      • 9.6.2 Editing process work board information

      • 9.6.3 Deleting process work boards

      • 9.6.4 Viewing process work boards

    • 9.7 Assigning access permissions

      • 9.7.1 Adding access permissions

      • 9.7.2 Removing access permissions

    • 9.8 Setting schedules for automatic execution of commands

      • 9.8.1 Summarizing Item information (jsscollectdata)

      • 9.8.2 Pre-deadline notification (jssinformperiod)

      • 9.8.3 Held Item notification (jssinformleave)

      • 9.8.4 Registering Items by email (jssitementrybymail)

    • 9.9 Customizing Item forms

      • 9.9.1 Procedure for customizing Item forms

      • 9.9.2 Viewing Item form information

      • 9.9.3 Deleting Item forms

      • 9.9.4 Setting process standard Item forms

    • 9.10 Customizing an Item form definition file

      • 9.10.1 Procedure for customizing an Item form definition file

      • 9.10.2 Viewing Item form definition information

    • 9.11 Customizing statuses

      • 9.11.1 Selecting which statuses are available

      • 9.11.2 Changing the status display order

      • 9.11.3 Editing status names

      • 9.11.4 Limiting Item statuses

      • 9.11.5 Prohibiting escalation

    • 9.12 Setting an environment for operating on Items

    • 9.13 Setting an environment in which view permissions are set for individual Items

    • 9.14 Setting an environment by using definition files

    • 9.15 Environment settings for Item registration by email and email notification

      • 9.15.1 Setting an environment for registering Items by email

      • 9.15.2 Setting an environment for email notification

    • 9.16 Setting an environment for linking with JP1 products

      • 9.16.1 Setting an environment for linking with JP1/IM - Manager

      • 9.16.2 Setting an environment for linking with JP1/IM - View

      • 9.16.3 Setting an environment for linking with JP1/AIM

      • 9.16.4 Setting an environment for linking with JP1/UCMDB

      • 9.16.5 Setting an environment for linking with JP1/NP

      • 9.16.6 Setting an environment for linking with JP1/AO

      • 9.16.7 Setting an environment for linking with JP1/ITDM2 - Asset Console

      • 9.16.8 Environment settings for linking with the Web GUI of JP1/AJS3 - Web Console

      • 9.16.9 Setting an environment for linking with JP1/PFM - Web Console

      • 9.16.10 Setting an environment for Single Sign-On

    • 9.17 Setting an environment for linking with information managed by a system other than JP1/Service Support

    • 9.18 Migrating Item data from a system other than JP1/Service Support

    • 9.19 Migrating user information from a system other than JP1/Service Support

    • 9.20 Migrating data from an existing JP1/Service Support system

  • 10. Using JP1/Service Support in a Cluster System and Configuring an Environment

    • 10.1 Overview of cluster use

      • 10.1.1 Overview of a cluster system

      • 10.1.2 Prerequisites for cluster use

      • 10.1.3 Restrictions on the cluster use of JP1/Service Support

      • 10.1.4 Configuring JP1/Service Support in a cluster system

    • 10.2 Setting an environment for cluster use (environment configuration after new installation)

      • 10.2.1 Tasks required before setting an environment

      • 10.2.2 Flow of setting an environment

      • 10.2.3 Installation

      • 10.2.4 Editing jsshasetupinfo.bat

      • 10.2.5 Registering resources in the cluster software

      • 10.2.6 Setting up a logical host (primary node)

      • 10.2.7 Setting up a logical host (secondary node)

      • 10.2.8 Registering services in the cluster software

      • 10.2.9 Setting an authentication server

      • 10.2.10 Setting ODBC

      • 10.2.11 Procedure for incorporating a manual in a cluster environment

    • 10.3 Setting an environment for cluster use (migration from a physical host)

    • 10.4 Extending the size of the Item management database in a cluster system

    • 10.5 Creating an Item storage database in a cluster environment

      • 10.5.1 Setting up the Item storage database in a cluster environment

      • 10.5.2 Expanding the Item storage database in a cluster environment

    • 10.6 Deleting a logical host from a cluster environment

    • 10.7 Issuing JP1 events in a cluster environment

    • 10.8 Version upgrade in a cluster environment

      • 10.8.1 Procedure for version upgrade of JP1/Service Support in a cluster environment

    • 10.9 Product upgrade in a cluster environment

      • 10.9.1 Procedure for product upgrade of JP1/Service Support in a cluster environment

    • 10.10 Replacing the installation-destination machine in a cluster environment

    • 10.11 Notes on cluster use

• Part 5: Maintenance

  • 11. JP1/Service Support Maintenance

    • 11.1 Backup and recovery of definition information

      • 11.1.1 Backing up definition information

      • 11.1.2 Recovering definition information

    • 11.2 Database maintenance

      • 11.2.1 Backing up and recovering the Item management database

      • 11.2.2 Deleting Items from the Item management database

      • 11.2.3 Deleting data from the Item management database

      • 11.2.4 Expanding the size of the Item management database

      • 11.2.5 Reorganizing the Item management database

      • 11.2.6 Reclaiming free space in the Item management database

      • 11.2.7 Initializing the Item management database

      • 11.2.8 Reregistering Item information

      • 11.2.9 Confirmation before storing Items

      • 11.2.10 Setting up the Item storage database

      • 11.2.11 Rotating the storage locations in the Item storage database

      • 11.2.12 Expanding the Item storage database

      • 11.2.13 Storing Items in the Item storage database

      • 11.2.14 Backup procedure when the Item storage database is used

      • 11.2.15 Recovery procedure when the Item storage database is used

    • 11.3 Reviewing the JP1/Service Support environment settings

      • 11.3.1 Changing the IP address

      • 11.3.2 Changing port numbers

      • 11.3.3 Changing the host name

      • 11.3.4 Changing the system time

      • 11.3.5 Changing the JP1/Service Support installation folder

• Part 6: Reference

  • 12. Commands

    • Syntax of commands

    • List of commands

    • Commands that cannot be executed at the same time

    • Status of services when commands are executed

    • jss_log.bat (collects data)

    • jssaclexport (exports access-permission information)

    • jssaclimport (imports access-permission information)

    • jssauthusersetup (authentication-user setting)

    • jsschauthorityserver (switches the authentication method)

    • jsscollectdata (counts Item information)

    • jssdelrec (deletes data from the Item management database)

    • jssformcustomizer (edits Item form definition files)

    • jssformdef (registers an Item form definition file)

    • jssinformleave (sends reminders about held Items)

    • jssinformperiod (notifies of closing deadlines)

    • jssitemcount (counts Items)

    • jssitemdeletion (centrally places Items into the Waiting to be deleted status)

    • jssitemedit (edits an Item)

    • jssitementry (registers an Item)

    • jssitementrybymail (registers emails as Items)

    • jssitemexportEx (exports extended Item information)

    • jssitemhistory (outputs Item history)

    • jssitemimport (imports Item information)

    • jssitemimportEx (imports extended Item information)

    • jssitemlist (outputs a list of Items)

    • jssmemberdelete (deletes member information)

    • jssmemberimport (imports member information)

    • jssmemberlist (outputs a list of members)

    • jssnodecount (counts the number of managed nodes)

    • jssrev (cancels batch deletion of Items)

    • jssroleimport (imports role information)

    • jssrolelist (outputs a list of roles)

    • jssuseredit (edits user information)

    • jssuserimport (imports user information)

    • jssuserlist (outputs a list of users)

    • jsscreatesysandpwb (creates the master system and the temporary receipt process work board)

    • jssdbbackup.bat (backs up databases)

    • jssdbinit.bat (initializes databases)

    • jssdbreclaim.bat (releases the free space in the Item management database)

    • jssdbrecovery.bat (recovers a database)

    • jssdbrorg.bat (reorganizes the Item management database)

    • jssdbstatchk.bat (checks the database status)

    • jsshadbinit.bat (initializes the database in a cluster environment)

    • jsshasetup.bat (sets up JP1/Service Support in a cluster environment)

    • jsshaunsetup.bat (performs unsetup of JP1/Service Support in a cluster environment)

    • jssitemstore (stores Items)

    • jssitemstoredbexpand.bat (expands an Item storage database)

    • jssitemstoredbrotate (rotates Item storage databases)

    • jssitemstoredbsetup.bat (sets up an Item storage database)

    • jssrefaclsetup (sets up view permission settings for individual Items)

    • jsssetup.bat (sets up JP1/Service Support)

    • jssstoreitemdel.bat (deletes stored Items)

    • jssunsetup.bat (performs unsetup of JP1/Service Support)

    • How to use Command Prompt to execute commands

  • 13. Definition Files

    • Descriptions of definition files

    • List of definition files

    • When the definition is applied after a definition file is changed

    • CSV column name mapping file (jp1imss_itemcsv_columnmap.conf)

    • Configuration file for CSV (hptl_jp1_imss_csv_setting.properties)

    • JAAS user management definition file (hptl_jp1_imss_ua_conf.properties)

    • Property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties)

    • Configuration file for issuing JP1 events (hptl_jp1_imss_jp1event_setting.properties)

    • URL definition file (jsslogin.url)

    • Access privileges input file (Optional)

    • Definition file for the Item search item form (Optional)

    • Property file for automatic Item-defaults input (hptl_jp1_imss_pwb_default_setting.properties)

    • Property file for automatic Item-defaults input (jp1imss_itementry_default.conf)

    • Item accumulation property file (hptl_jp1_imss_main_setting_kpi.properties)

    • File for Item information entries (Optional)

    • File for extended Item information entries (Optional)

    • Item form definition file (Optional)

    • Configuration file for expanding an Item storage database (jssitemstoredbexpandinfo.bat)

    • Configuration file for setting up an Item storage database (jssitemstoredbinfo.bat)

    • Related-information definition file

    • Related-links property file (hptl_jp1_imss_link_setting.properties)

    • Property file for external references to hardware information (hptl_jp1_imss_ci_link_setting.properties)

    • Code mapping file (jp1imss_itemedit_codemap.conf)

    • Code mapping file (jp1imss_itementry_codemap.conf)

    • Code mapping file (jp1imss_itemimport_codemap.conf)

    • System property file (hptl_jp1_imss_main_setting.properties)

    • Definition file for status-change JP1 events (hptl_jp1_imss_jp1event_status.properties)

    • Operation log configuration file (hptl_jp1_imss_access_log.properties)

    • Held Item definition file (jp1informleave_setting.conf)

    • Definition file for the task practice service (jp1imss_service_setting.conf)

    • Configuration file for input-candidate values (Optional)

    • Input-assistant property file (hptl_jp1_imss_input_assist_plugin.properties)

    • Settings file for main-service logs made public to users (hptl_jp1_imss_main_log.properties)

    • Email definition file (jp1imss_mail_setting.conf)

    • File for member information entries (Optional)

    • Configuration file for character string substitution (jp1imss_replace_string_setting.conf)

    • User management property file (hptl_jp1_imss_usermgr.properties)

    • File for user information entries (Optional)

    • User information editing file (Optional)

    • User log definition file (jp1aclexport.conf)

    • User log definition file (jp1aclimport.conf)

    • User log definition file (jp1authusersetup.conf)

    • User log definition file (jp1informleave.conf)

    • User log definition file (jp1informperiod.conf)

    • User log definition file (jp1itemcount.conf)

    • User log definition file (jp1itemedit.conf)

    • User log definition file (jp1itementry.conf)

    • User log definition file (jp1itementrybymail.conf)

    • User log definition file (jp1itemexportEx.conf)

    • User log definition file (jp1itemimportEx.conf)

    • User log definition file (jp1itemstore.conf)

    • User log definition file (jp1itemstoredbrotate.conf)

    • User log definition file (jp1mailnotification.conf)

    • User log definition file (jp1refaclsetup.conf)

    • File for role information entries (Optional)

  • 14. Messages

    • 14.1 Output destinations for messages

    • 14.2 List of event logs

      • 14.2.1 Windows event logs output by JP1/Service Support

      • 14.2.2 Messages output by JP1/Service Support databases to the event log

    • 14.3 Message format

      • 14.3.1 Format of output messages

      • 14.3.2 Format of message explanations

    • 14.4 Window operation (user management and role management) messages (KNAB00002 to KNAB05059)

      • KNAB00002-E

      • KNAB00003-E

      • KNAB00004-E

      • KNAB00005-E

      • KNAB00006-E

      • KNAB00007-E

      • KNAB00008-E

      • KNAB01001-E

      • KNAB01002-E

      • KNAB01003-E

      • KNAB01004-E

      • KNAB01005-E

      • KNAB01006-E

      • KNAB01007-E

      • KNAB01008-E

      • KNAB01009-E

      • KNAB01010-E

      • KNAB02002-E

      • KNAB02003-E

      • KNAB02004-E

      • KNAB03001-W

      • KNAB03002-W

      • KNAB04005-I

      • KNAB04006-I

      • KNAB04007-I

      • KNAB05017-W

      • KNAB05059-I

    • 14.5 Window operation (Item management) messages (KNAB10005 to KNAB16008)

      • KNAB10005-E

      • KNAB10013-E

      • KNAB10017-E

      • KNAB10035-E

      • KNAB11001-E

      • KNAB11002-E

      • KNAB11003-E

      • KNAB11004-E

      • KNAB11005-E

      • KNAB11006-E

      • KNAB11007-E

      • KNAB11008-E

      • KNAB11009-E

      • KNAB11010-E

      • KNAB11011-E

      • KNAB11012-E

      • KNAB11013-E

      • KNAB11015-E

      • KNAB11016-E

      • KNAB11017-E

      • KNAB11018-E

      • KNAB11021-E

      • KNAB11022-E

      • KNAB11023-E

      • KNAB11025-E

      • KNAB11026-E

      • KNAB11027-E

      • KNAB11028-E

      • KNAB11030-E

      • KNAB11031-E

      • KNAB11032-E

      • KNAB11033-E

      • KNAB11035-E

      • KNAB11037-E

      • KNAB11038-E

      • KNAB11039-E

      • KNAB11040-E

      • KNAB11041-E

      • KNAB11042-E

      • KNAB11043-E

      • KNAB11044-E

      • KNAB11045-E

      • KNAB11046-E

      • KNAB11047-E

      • KNAB11048-E

      • KNAB12001-E

      • KNAB12002-E

      • KNAB12003-E

      • KNAB12013-E

      • KNAB12014-E

      • KNAB13003-W

      • KNAB13004-W

      • KNAB13005-W

      • KNAB14007-I

      • KNAB15027-W

      • KNAB15042-E

      • KNAB15061-W

      • KNAB15064-W

      • KNAB15065-W

      • KNAB15066-W

      • KNAB15067-W

      • KNAB15068-W

      • KNAB15069-I

      • KNAB15070-I

      • KNAB15071-I

      • KNAB15072-W

      • KNAB15074-W

      • KNAB15075-W

      • KNAB15076-W

      • KNAB15077-W

      • KNAB15078-W

      • KNAB15079-W

      • KNAB15080-W

      • KNAB15081-W

      • KNAB15082-W

      • KNAB15084-W

      • KNAB15087-I

      • KNAB15088-I

      • KNAB15091-E

      • KNAB15093-I

      • KNAB15094-I

      • KNAB15095-I

      • KNAB15096-I

      • KNAB15098-E

      • KNAB15099-E

      • KNAB15100-E

      • KNAB15101-E

      • KNAB15102-W

      • KNAB15103-I

      • KNAB15104-I

      • KNAB15105-W

      • KNAB15106-W

      • KNAB15107-W

      • KNAB15108-W

      • KNAB15109-W

      • KNAB15110-W

      • KNAB15111-W

      • KNAB15112-I

      • KNAB15113-E

      • KNAB15114-E

      • KNAB15115-I

      • KNAB15117-E

      • KNAB15118-E

      • KNAB15119-E

      • KNAB15121-E

      • KNAB15122-E

      • KNAB15123-E

      • KNAB15124-E

      • KNAB15125-E

      • KNAB15126-E

      • KNAB16001-I

      • KNAB16002-I

      • KNAB16003-I

      • KNAB16004-I

      • KNAB16005-I

      • KNAB16006-I

      • KNAB16007-I

      • KNAB16008-I

    • 14.6 Setup command messages (KNAB20001 to KNAB28125)

      • KNAB20001-I

      • KNAB20002-I

      • KNAB20003-I

      • KNAB20004-I

      • KNAB20005-I

      • KNAB20006-I

      • KNAB20007-I

      • KNAB20008-I

      • KNAB20010-I

      • KNAB20011-I

      • KNAB20012-I

      • KNAB20013-W

      • KNAB20014-E

      • KNAB20020-I

      • KNAB20021-I

      • KNAB20022-I

      • KNAB20023-I

      • KNAB20024-I

      • KNAB20025-I

      • KNAB20026-I

      • KNAB20028-I

      • KNAB20029-I

      • KNAB20030-I

      • KNAB20031-I

      • KNAB20032-I

      • KNAB20033-I

      • KNAB20034-I

      • KNAB20035-I

      • KNAB20036-I

      • KNAB20037-I

      • KNAB20038-I

      • KNAB20041-I

      • KNAB20042-I

      • KNAB20043-I

      • KNAB20103-I

      • KNAB20104-I

      • KNAB20105-I

      • KNAB20106-I

      • KNAB20107-I

      • KNAB20108-I

      • KNAB20109-I

      • KNAB20110-I

      • KNAB20111-I

      • KNAB20112-I

      • KNAB20114-I

      • KNAB20115-I

      • KNAB20116-I

      • KNAB20117-I

      • KNAB20118-I

      • KNAB20119-I

      • KNAB20120-I

      • KNAB20121-I

      • KNAB20122-I

      • KNAB20123-I

      • KNAB20124-I

      • KNAB20125-I

      • KNAB20128-I

      • KNAB20129-I

      • KNAB20130-I

      • KNAB20131-I

      • KNAB20133-I

      • KNAB20134-I

      • KNAB20135-I

      • KNAB20136-I

      • KNAB20137-I

      • KNAB20138-I

      • KNAB20139-I

      • KNAB20140-I

      • KNAB20141-I

      • KNAB20142-I

      • KNAB20143-I

      • KNAB20144-I

      • KNAB20145-I

      • KNAB20146-I

      • KNAB20147-I

      • KNAB20148-I

      • KNAB20149-I

      • KNAB20150-I

      • KNAB20151-I

      • KNAB20201-I

      • KNAB20202-I

      • KNAB20203-I

      • KNAB20204-I

      • KNAB20216-I

      • KNAB20217-I

      • KNAB20221-E

      • KNAB20222-I

      • KNAB20223-I

      • KNAB20224-I

      • KNAB20225-I

      • KNAB20226-I

      • KNAB20228-I

      • KNAB20229-I

      • KNAB20230-I

      • KNAB20231-I

      • KNAB20232-I

      • KNAB20233-I

      • KNAB20234-I

      • KNAB20235-I

      • KNAB20236-I

      • KNAB20237-I

      • KNAB20238-I

      • KNAB20239-I

      • KNAB20240-I

      • KNAB20241-I

      • KNAB20242-I

      • KNAB20243-I

      • KNAB20244-I

      • KNAB20251-I

      • KNAB20257-I

      • KNAB20258-I

      • KNAB20259-I

      • KNAB20260-I

      • KNAB20263-I

      • KNAB20264-I

      • KNAB20265-I

      • KNAB20266-I

      • KNAB20267-I

      • KNAB20268-I

      • KNAB20269-I

      • KNAB20270-I

      • KNAB20271-I

      • KNAB20272-I

      • KNAB20273-I

      • KNAB20275-I

      • KNAB20277-I

      • KNAB20278-I

      • KNAB20279-I

      • KNAB20280-I

      • KNAB20281-I

      • KNAB20282-I

      • KNAB20283-I

      • KNAB20284-I

      • KNAB20285-I

      • KNAB20286-I

      • KNAB20287-I

      • KNAB20288-I

      • KNAB20289-I

      • KNAB20290-I

      • KNAB20291-I

      • KNAB20292-I

      • KNAB20293-I

      • KNAB20294-I

      • KNAB20295-I

      • KNAB20296-I

      • KNAB20297-I

      • KNAB20298-I

      • KNAB20299-I

      • KNAB20300-I

      • KNAB20301-I

      • KNAB20302-I

      • KNAB20303-I

      • KNAB20306-I

      • KNAB20307-I

      • KNAB22001-W

      • KNAB22002-W

      • KNAB22003-W

      • KNAB22004-W

      • KNAB22005-W

      • KNAB22006-W

      • KNAB22007-W

      • KNAB22008-W

      • KNAB22009-W

      • KNAB22010-W

      • KNAB22011-W

      • KNAB22012-W

      • KNAB22013-W

      • KNAB22014-W

      • KNAB22015-W

      • KNAB22016-W

      • KNAB22017-W

      • KNAB22018-W

      • KNAB22020-W

      • KNAB22021-W

      • KNAB22022-W

      • KNAB22023-W

      • KNAB22024-W

      • KNAB22025-W

      • KNAB22026-W

      • KNAB22027-W

      • KNAB22028-W

      • KNAB22029-W

      • KNAB22101-W

      • KNAB22103-W

      • KNAB22104-W

      • KNAB22105-W

      • KNAB22106-W

      • KNAB22107-W

      • KNAB22108-W

      • KNAB22109-W

      • KNAB22110-W

      • KNAB22111-W

      • KNAB22112-W

      • KNAB22113-W

      • KNAB22114-W

      • KNAB22115-W

      • KNAB22116-W

      • KNAB22121-W

      • KNAB22122-W

      • KNAB22123-W

      • KNAB22124-W

      • KNAB24001-E

      • KNAB24002-E

      • KNAB24003-E

      • KNAB24004-E

      • KNAB24005-E

      • KNAB24006-E

      • KNAB24007-E

      • KNAB24008-E

      • KNAB24101-E

      • KNAB24102-E

      • KNAB24103-E

      • KNAB24104-E

      • KNAB24105-E

      • KNAB24106-E

      • KNAB24107-E

      • KNAB24108-E

      • KNAB24110-E

      • KNAB24114-E

      • KNAB24115-E

      • KNAB24201-E

      • KNAB24202-E

      • KNAB24203-E

      • KNAB24204-E

      • KNAB24205-E

      • KNAB24206-E

      • KNAB24207-E

      • KNAB24208-E

      • KNAB24209-E

      • KNAB24210-E

      • KNAB24211-E

      • KNAB24212-E

      • KNAB24213-E

      • KNAB24214-E

      • KNAB24215-E

      • KNAB24216-E

      • KNAB24217-E

      • KNAB24218-E

      • KNAB24219-E

      • KNAB24220-E

      • KNAB24221-E

      • KNAB24222-E

      • KNAB24223-E

      • KNAB24224-E

      • KNAB24225-E

      • KNAB24226-E

      • KNAB24227-E

      • KNAB24228-E

      • KNAB24229-E

      • KNAB24230-E

      • KNAB24231-E

      • KNAB24232-E

      • KNAB24233-E

      • KNAB24234-E

      • KNAB26001-E

      • KNAB26002-E

      • KNAB26003-E

      • KNAB26004-E

      • KNAB26005-E

      • KNAB26006-E

      • KNAB26007-E

      • KNAB26008-E

      • KNAB26009-E

      • KNAB26011-E

      • KNAB26012-E

      • KNAB26013-E

      • KNAB26015-E

      • KNAB26016-E

      • KNAB26017-E

      • KNAB26019-E

      • KNAB26020-E

      • KNAB26021-E

      • KNAB26022-E

      • KNAB26023-E

      • KNAB26024-E

      • KNAB26025-E

      • KNAB26026-E

      • KNAB26027-E

      • KNAB26028-E

      • KNAB26029-E

      • KNAB26030-E

      • KNAB26031-E

      • KNAB26032-E

      • KNAB26033-E

      • KNAB26034-E

      • KNAB26036-E

      • KNAB26037-E

      • KNAB26038-E

      • KNAB26039-E

      • KNAB26040-E

      • KNAB26041-E

      • KNAB26042-E

      • KNAB26043-E

      • KNAB26044-E

      • KNAB26045-E

      • KNAB26047-E

      • KNAB26048-E

      • KNAB26049-E

      • KNAB26050-E

      • KNAB26051-E

      • KNAB26052-E

      • KNAB26054-E

      • KNAB26055-E

      • KNAB26056-E

      • KNAB26057-E

      • KNAB26058-E

      • KNAB26059-E

      • KNAB26060-E

      • KNAB26061-E

      • KNAB26062-E

      • KNAB26063-E

      • KNAB26064-E

      • KNAB26065-E

      • KNAB26068-E

      • KNAB26069-E

      • KNAB26070-E

      • KNAB26071-E

      • KNAB26072-E

      • KNAB26073-E

      • KNAB26074-E

      • KNAB26081-E

      • KNAB26082-E

      • KNAB26083-E

      • KNAB26084-E

      • KNAB26085-E

      • KNAB26086-E

      • KNAB26087-E

      • KNAB26088-E

      • KNAB26089-E

      • KNAB26090-E

      • KNAB26091-E

      • KNAB26093-E

      • KNAB26094-E

      • KNAB26095-E

      • KNAB26096-E

      • KNAB26097-E

      • KNAB26098-E

      • KNAB26101-E

      • KNAB26102-E

      • KNAB26103-E

      • KNAB26104-E

      • KNAB26105-E

      • KNAB26106-E

      • KNAB26107-E

      • KNAB26108-E

      • KNAB26109-E

      • KNAB26110-E

      • KNAB26111-E

      • KNAB26112-E

      • KNAB26113-E

      • KNAB26114-E

      • KNAB26115-E

      • KNAB26116-E

      • KNAB26117-E

      • KNAB26118-E

      • KNAB26119-E

      • KNAB26120-E

      • KNAB26121-E

      • KNAB26122-E

      • KNAB26123-E

      • KNAB26124-E

      • KNAB26125-E

      • KNAB26126-E

      • KNAB26127-E

      • KNAB26128-E

      • KNAB26129-E

      • KNAB26130-E

      • KNAB26131-E

      • KNAB26132-E

      • KNAB26133-E

      • KNAB26134-E

      • KNAB26135-E

      • KNAB26136-E

      • KNAB26137-E

      • KNAB26138-E

      • KNAB26139-E

      • KNAB26140-E

      • KNAB26141-E

      • KNAB26142-E

      • KNAB26143-E

      • KNAB26144-E

      • KNAB26145-E

      • KNAB26146-E

      • KNAB26147-E

      • KNAB26148-W

      • KNAB26149-E

      • KNAB26150-E

      • KNAB26151-W

      • KNAB26152-E

      • KNAB26153-E

      • KNAB26154-E

      • KNAB26155-E

      • KNAB26156-E

      • KNAB26157-E

      • KNAB26159-E

      • KNAB26160-E

      • KNAB26161-E

      • KNAB26163-E

      • KNAB26166-E

      • KNAB26167-E

      • KNAB26168-E

      • KNAB26170-E

      • KNAB26171-E

      • KNAB26172-E

      • KNAB26173-E

      • KNAB26174-E

      • KNAB26176-E

      • KNAB26178-E

      • KNAB26179-E

      • KNAB26180-E

      • KNAB26181-E

      • KNAB26182-E

      • KNAB26183-E

      • KNAB26185-E

      • KNAB26186-E

      • KNAB26188-E

      • KNAB26189-E

      • KNAB26190-E

      • KNAB26191-E

      • KNAB26192-E

      • KNAB26193-E

      • KNAB26194-E

      • KNAB26195-E

      • KNAB26196-E

      • KNAB26197-E

      • KNAB26198-E

      • KNAB26201-E

      • KNAB26202-E

      • KNAB26203-E

      • KNAB26204-E

      • KNAB26205-E

      • KNAB26208-E

      • KNAB26209-E

      • KNAB26210-E

      • KNAB26211-E

      • KNAB26213-E

      • KNAB26214-E

      • KNAB26215-E

      • KNAB26219-E

      • KNAB26221-E

      • KNAB26223-E

      • KNAB26224-E

      • KNAB26225-W

      • KNAB26226-E

      • KNAB26227-E

      • KNAB28001-E

      • KNAB28002-E

      • KNAB28003-E

      • KNAB28004-E

      • KNAB28005-E

      • KNAB28006-E

      • KNAB28007-E

      • KNAB28008-E

      • KNAB28010-E

      • KNAB28011-E

      • KNAB28012-E

      • KNAB28013-E

      • KNAB28014-E

      • KNAB28015-E

      • KNAB28016-E

      • KNAB28017-E

      • KNAB28018-E

      • KNAB28020-E

      • KNAB28021-E

      • KNAB28022-E

      • KNAB28023-E

      • KNAB28024-E

      • KNAB28025-E

      • KNAB28026-E

      • KNAB28027-E

      • KNAB28028-E

      • KNAB28029-E

      • KNAB28030-E

      • KNAB28031-E

      • KNAB28032-E

      • KNAB28033-E

      • KNAB28034-E

      • KNAB28035-E

      • KNAB28036-E

      • KNAB28037-W

      • KNAB28038-W

      • KNAB28039-W

      • KNAB28040-E

      • KNAB28101-E

      • KNAB28102-E

      • KNAB28103-E

      • KNAB28104-Q

      • KNAB28105-E

      • KNAB28107-I

      • KNAB28108-Q

      • KNAB28109-I

      • KNAB28110-E

      • KNAB28111-E

      • KNAB28112-E

      • KNAB28113-I

      • KNAB28114-E

      • KNAB28115-E

      • KNAB28116-E

      • KNAB28117-E

      • KNAB28118-E

      • KNAB28121-E

      • KNAB28122-E

      • KNAB28123-E

      • KNAB28124-E

      • KNAB28125-E

    • 14.7 Item form definition file editing messages (KNAB30002 to KNAB30214)

      • KNAB30002-E

      • KNAB30003-E

      • KNAB30004-E

      • KNAB30005-I

      • KNAB30006-E

      • KNAB30007-E

      • KNAB30008-E

      • KNAB30012-I

      • KNAB30013-I

      • KNAB30105-E

      • KNAB30106-E

      • KNAB30107-E

      • KNAB30108-E

      • KNAB30109-E

      • KNAB30111-E

      • KNAB30112-E

      • KNAB30114-E

      • KNAB30155-E

      • KNAB30202-E

      • KNAB30205-E

      • KNAB30208-E

      • KNAB30210-E

      • KNAB30211-E

      • KNAB30214-E

    • 14.8 Installation messages (KNAB99001 to KNAB99099)

      • KNAB99001-W

      • KNAB99002-E

      • KNAB99003-E

      • KNAB99006-W

      • KNAB99007-E

      • KNAB99008-E

      • KNAB99009-E

      • KNAB99010-E

      • KNAB99011-W

      • KNAB99012-E

      • KNAB99013-E

      • KNAB99014-E

      • KNAB99015-E

      • KNAB99017-W

      • KNAB99019-E

      • KNAB99025-E

      • KNAB99027-E

      • KNAB99028-E

      • KNAB99030-E

      • KNAB99031-E

      • KNAB99032-E

      • KNAB99034-W

      • KNAB99035-E

      • KNAB99037-W

      • KNAB99040-W

      • KNAB99041-W

      • KNAB99042-E

      • KNAB99043-E

      • KNAB99044-E

      • KNAB99045-W

      • KNAB99046-W

      • KNAB99047-E

      • KNAB99048-E

      • KNAB99049-E

      • KNAB99050-E

      • KNAB99051-E

      • KNAB99090-E

      • KNAB99091-E

      • KNAB99098-E

      • KNAB99099-E

• Part 7: Troubleshooting

  • 15. Troubleshooting

    • 15.1 Troubleshooting procedure

    • 15.2 Types of log information

      • 15.2.1 Common message log

      • 15.2.2 Integrated trace log

      • 15.2.3 Public log

      • 15.2.4 Process-specific trace log

    • 15.3 Data that must be collected when a problem occurs

      • 15.3.1 System information for the OS

      • 15.3.2 JP1 information

      • 15.3.3 Operation information

      • 15.3.4 Error information displayed on the screen

    • 15.4 Collecting data

      • 15.4.1 Executing the data collection tool

      • 15.4.2 Checking the operation information

      • 15.4.3 Collecting errors displayed on the screen

    • 15.5 Troubleshooting problems

      • 15.5.1 List of possible problems

• Appendixes

  • A. List of Files

    • A.1 List of files and folders used for JP1/Service Support

    • A.2 List of log files output by JP1/Service Support

  • B. List of Processes

  • C. List of Port Numbers

    • C.1 Port numbers used by JP1/Service Support

    • C.2 Firewall passage direction

  • D. List of Limits

  • E. JP1 Events

    • E.1 List of JP1 Events

    • E.2 JP1 events that can link to the Web GUI of JP1/AJS3 - Web Console

  • F. Outputting operation logs

    • F.1 Types of events output in operation logs

    • F.2 Operation log save format

    • F.3 Operation log output format

    • F.4 When operation log data is output

    • F.5 Settings for outputting data to the operation log

  • G. Version Changes

    • G.1 Changes in 12-00

    • G.2 Changes in 11-50

    • G.3 Changes in 11-10

    • G.4 Changes in 11-00

    • G.5 Changes in 10-50

    • G.6 Changes in 10-10

    • G.7 Changes in 10-00

    • G.8 Changes in 09-50

    • G.9 Changes in 09-00

  • H. Reference Material for This Manual

    • H.1 Related publications

    • H.2 Conventions: Abbreviations for product names

    • H.3 Conventions: Acronyms

    • H.4 Conventions: KB, MB, GB, and TB

  • I. Glossary

• Index

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