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

By using JP1/Service Support, you can register and centrally manage inquiries from users, faults that occur within the system, and the various secondary issues that arise, as Items that require resolution.

The following figure shows an overview of centralized Item management.

Figure 1‒3: Centralized Item management

You can register Items from a Web browser, by executing a command, or by email. A Web browser is most often used to submit inquiries received from users. Commands are most often used to automatically register system faults as Items, and email is used to submit Items easily without logging in to JP1/Service Support. Note that, to detect and automatically register system faults as Items in JP1/Service Support, you must link JP1/Service Support with an operations management product such as JP1/IM - Manager.

JP1/Service Support centrally manages registered Items in an Item management database. Items registered in the Item management database can be viewed and updated from a Web browser. When an Item is updated, the old information is retained in the Item management database as historical information, where it remains available for future reference. You can use a database called an Item storage database to store past Items that cannot be managed any longer in an Item management database due to database space limits. The Item management database has of two storage areas. If one storage area becomes full, the Item storage destination can be changed to the other storage area. Therefore, you can flexibly handle an increasing number of Items. Similar to managed Items (Items registered in an Item management database), stored Items (Items stored in an Item storage database) can be viewed from a Web browser. The following figure shows the information managed in the Item management database and Item storage database and the organization of the Item storage database.

Figure 1‒4: Information managed in Item management and Item storage databases

The following figure shows the configuration of the Item storage database:

Figure 1‒5: Configuration of Item storage database

Items are organized by system and process in the Web interface, and you can apply filters so that only the relevant Items are displayed. You can also configure JP1/Service Support to notify concerned parties by email when an Item approaches the deadline for resolution. These functions give users of JP1/Service Support easy access to information about registered Items and their progress towards resolution, letting the user devote his or her time to resolving the Items at hand.

Note

JP1/Service Support provides templates that you can use to enter Item information. Because each process has different management requirements, the templates for each process have different fields.

In this manual, these templates are called Item forms. Item forms can be customized to suit the user. You can also customize the Item status, and by doing so change the general procedure for processing the Item.

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