1.4.1 Items from submission to resolution

(1) Item registration in response to an incident

The following figure shows an example in which an inquiry from a user is registered as an incident in JP1/Service Support.

Figure 1‒16: Example of Item (incident) registration

In the main window (Item list), the incident specialist selects the process (Incident Management) for the system where the incident occurred and displays the New item window. After entering the required parameters in the New item window, the incident specialist selects Register from the menu. This registers the incident as an Item in the Item management database of JP1/Service Support.

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(2) Investigation

An incident specialist uses the search function to identify whether similar incidents have occurred and been dealt with in the past. He or she also updates the registered Item so that a record is kept of their investigation and the work being done.

The incident manager then reviews the work of the incident specialist. He or she also assesses and approves the information entered into the database by the incident specialist.

The following figure shows an example in which the incident specialist searches for similar Items and records the results of this work in the database, after which the incident manager assesses and approves the work of the incident specialist.

Figure 1‒17: Example of searching for similar Items, recording progress, and assessing and approving work

To investigate similar Items registered in the past, the incident specialist uses the Specify search conditions - Item-common element window or Specify item search conditions window. In the Specify search conditions - Item-common element window or Specify item search conditions window, the incident specialist enters search conditions, and then clicks the Search button. The List of item search results window appears. The incident specialist can view details of similar Items and how they were resolved by selecting the Item in the search results and opening the View Item window.

To record his or her progress, the incident specialist displays the Edit item window from the main window (Item list) and updates the Item to reflect the work done. The incident manager then reviews the work of the incident specialist in the main window (Item list) and the Work status display window. If the incident specialist's work needs to be assessed or approved, the incident manager can do so by first checking the History display window to see whether issues have been raised with this person's work in the past, and then opening the Edit item window from the main window (Item list) to change the Item status.

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(3) Item resolution

The first step towards resolving an Item is to provide a workaround to the user who submitted the inquiry. An Item is only considered to be resolved when it has been dealt with completely based on the supplied workaround.

Figure 1‒18: Item resolution

The proposal and implementation of workarounds is not part of JP1/Service Support. An Item can be closed only after the appropriate measures have been offered to the user who submitted the inquiry, or applied to a managed system.

To close an Item, display the Edit item window by selecting the Item in the main window (Item list). In the Edit item window, change the Item status to Close and update the Item. The Item is now closed.

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