1.2.2 Providing quick access to workarounds based on past occurrences

By seeing how similar Items were resolved in the past, users can minimize the time it takes to identify the cause of a problem and come up with a solution. This ensures that faults and inquiries are dealt with quickly.

The following figure shows how a user might approach an Item based on how similar Items were handled in the past.

Figure 1‒6: Example of handling an Item based on past occurrences

When notified of a fault, the user must register it in JP1/Service Support to establish a work history. The user can then begin his or her investigation by searching for similar Items that have occurred in the past. In JP1/Service Support, you can specify a variety of search criteria such as the date and time when the Item occurred, the priority of the Item, and the work status of the person responsible. By conducting a search with these criteria specified, you can limit the search results to Items that match the criteria.

Similar Items can be used as a reference when planning a course of action. Users who are working on a particular Item can also add a similar Item as a related Item. Having entered the information into JP1/Service Support, the user can submit the proposed workaround to the contact person and have the issue resolved.

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