3.2.1 Managing Items by using process work boards

System ID

The ID that identifies a target system. Each system ID must be unique within the JP1/Service Support platform.

System name

The name that identifies a target system. Each system name must be unique within the JP1/Service Support platform.

Comment

A brief description of a target system.

Process

Specify process display names for the following processes:

• Incident management

• Problem management

• Change management

• Release management

Process work board ID

Specifies the ID that identifies the process work board. Specify a process work board ID that is unique within the JP1/Service Support platform.

System

Specifies the target system in which the process work board is to be registered. Select one of the target systems that have already been created.

Process

Specifies the process for which the process work board is to be registered. Select a process from a pull-down menu.

The pull-down menu shows process display names. For details about process display names, see (2) Process settings.

Item form

Specifies the Item form to be used for the process work board. To use the process standard Item form, select the check box The process standard item form is used. To use an Item form that is different from the process standard Item form, select the desired Item form from the pull-down menu. For details about Item forms, see 3.14 Item form management.

State

Specifies the operating status of the process work board. Select one of the following statuses:

• In process

  The process work board is preparing for starting operation. If the process work board is in this state, the state can be changed only to Operating or Waiting to be deleted.

• Operating

  The process work board can be used. If the process work board is in this state, the state can be changed only to Under suspension.

• Under suspension

  The process work board is being maintained or has stopped. If the process work board is in this state, the state can be changed only to Operating or Waiting to be deleted.

• Waiting to be deleted

  The process work board was deleted from the main window (Item list). If the process work board is in this state, the state can be changed only to Under suspension.

Process work board administrator

Specifies the user or role that manages the process work board. The process work board manager has the following permissions:

• Permission to edit the process work board

• Full access permission for the process work board

Settings for pre-deadline email notification

Specifies whether to notify by email the person in charge or the process work board manager that the deadline of an Item is near. For details about this notification, see 3.12 Email notification.

JP1 event configuration

Use this check box to determine whether to issue a JP1 event from JP1/Service Support when an Item is closed or the status of an Item has changed. For details about issuing JP1 events, see 4.1 Linkage with JP1/IM - Manager.

Person in charge of the registered item from email

Specifies the user (or role) that will become in charge of Items registered via email. For details about email-driven Item registration, see 3.5.3 Creating an Item by sending an email.

View permissions for individual Items

Use this check box to specify whether to set view permissions for individual Items. For details on setting view permissions for individual Items, see 3.11 Item access control.

Settings for the recall item function

Use this check box to specify whether to use the recall Item function. For details about the recall Item function, see 3.6.3 Recalling an Item.

Comment

Specifies a comment on the process work board.

The Property file for automatic Item-defaults input setting is being used

Use this check box to determine whether to use the values set in the property file for automatic Item-defaults input. If you select this check box, the values set in the file are automatically input.

Occurrence date and time of item

Select either of the radio buttons to determine whether to automatically input the date and time that the Item was generated. If you select Set, the date and time that the New item window was opened is automatically input. If an Item is created by the Item registration command directly or by the email-driven Item registration command, the date and time that the command was executed is automatically input.

Start date and time of item

Select either of the radio buttons to determine whether to automatically input the date and time that the Item was started. If you select Set, the date and time that the New item window was opened is automatically input. If an Item is created by the Item registration command directly or by the email-driven Item registration command, the date and time that the command was executed is automatically input.

Priority of item

Select either of the radio buttons to determine whether to automatically input the Item priority, and use the pull-down menu to set the combination of the impact and severity levels on which automatic priority input is based.

If you select Set, the priority level is automatically input based on the impact and severity levels that were specified when the Item was created. Automatic input is also performed if the Item was created by the Item registration command directly or by the email-driven Item registration command.

The combination of the impact and severity levels can be changed according to the user's operating requirements by using the pull-down menu.

Deadline of item

Select either of the radio buttons to determine whether to automatically input the deadline for the Item.

If you select Set, the deadline for the Item is automatically input. The value that is input automatically is the time that the New item window is opened plus the time period (in hours) entered in the relevant text box.

Note that if the Item priority level is changed by using the Edit item window, the deadline is automatically input. You can select either of the following ways to calculate the deadline:

• The time that the Edit item window was opened + number of hours specified in the relevant text box

• The date and time that the Item was registered + number of hours specified in the relevant text box

For details about the settings for calculating the deadline, see Property file for automatic Item-defaults input (hptl_jp1_imss_pwb_default_setting.properties) in Chapter 13. Definition Files.

Note that the deadline is also automatically input if the Item was created by the Item registration command directly or by the email-driven Item registration command. Also note that if the Item priority level is changed by using the Item editing command, the deadline is automatically updated.

In any of the above cases, the automatically input deadline is the date and time that the Item was registered plus the number of hours specified in the relevant text box.

If the relevant text box is blank, the deadline will not be input automatically.

The item accumulation property file is being used

Use this check box to determine whether to use the values set in the Item accumulation property file. If you select the check box, the values set in the file are used to set the threshold values.

Unsolved time treated as extended

Use this text box to specify the threshold value (in hours) for assuming an Item to be an extended Item (an Item that has not been resolved for a long time).

If the time set in this text box passes after the Item was registered, the Item is assumed to be an extended Item. The number of extended Items is displayed in the Extended column in the main window (Item status).

Threshold for Pending

Use this text box to specify the number of Items as the threshold value for determining whether to highlight the relevant cell in the Pending column as an alert in the main window (Item status). If the number of pending Items exceeds the value set in this text box, the relevant cell in the Pending column of the process work board is highlighted as an alert in the main window (Item status).

Threshold for Uncompleted

Use this text box to specify the number of Items as the threshold value for determining whether to highlight the relevant cell in the Uncompleted column as an alert in the main window (Item status). If the number of uncompleted Items exceeds the value set in this text box, the relevant cell in the Uncompleted column of the process work board is highlighted as an alert in the main window (Item status).

Threshold for Discussing

Use this text box to specify the number of Items as the threshold value for determining whether to highlight the relevant cell in the Discussing column as an alert in the main window (Item status). If the number of Items under discussion exceeds the value set in this text box, the relevant cell in the Discussing column of the process work board is highlighted as an alert in the main window (Item status).

Threshold for Extended

Use this text box to specify the number of Items as the threshold value for determining whether to highlight the relevant cell in the Extended column as an alert in the main window (Item status). If the number of extended Items exceeds the value set in this text box, the relevant cell in the Extended column of the process work board is highlighted as an alert in the main window (Item status).

Threshold for Top priority

Use this text box to specify the number of Items as the threshold value for determining whether to highlight the relevant cell in the Top priority column as an alert in the main window (Item status). If the number of Items with the top priority exceeds the value set in this text box, the relevant cell in the Top priority column of the process work board is highlighted as an alert in the main window (Item status).

Threshold for Today's deadline

Use this text box to specify the number of Items as the threshold value for determining whether to highlight the relevant cell in the Today's deadline column as an alert in the main window (Item status). If the number of Items whose deadline is today exceeds the value set in this text box, the relevant cell in the Today's deadline column of the process work board is highlighted as an alert in the main window (Item status).

Viewing the process work board

Y

Y

Y

Y

Editing the process work board

Y

Y

Y

N

Specifying access control settings for the process work board and Items

Y

Y

Y

N

Deleting the process work board

Y

N

Y

N

Canceling deletion of the process work board

N

N

N

Y

Viewing the Items

--

Y

Y

Y

Creating Items

N

Y

N

N

Creating Items based on existing registered Items^#1

--

Y

Y

Y

Editing Items^#2

--

Y

N

N

Escalating Items

--

Y

N

N

Deleting Items

--

Y

N

N

Printing Items

--

Y

Y

Y

Viewing the process work board

Y

Y

Y

Cannot be performed because the process work board is not displayed.

Editing the process work board

Y

Y

Y

Specifying access control settings for the process work board and Items

Y

Y

Y

Deleting the process work board

N

N

N

Canceling deletion of the process work board

N

N

N

Viewing the Items

--

Y

Y

Creating Items

N

Y

N

Creating Items based on existing registered Items^#1

--

Y

Y

Editing Items^#2

--

Y

N

Escalating Items^#3

--

Y

N

Deleting Items

--

Y

N

Printing Items

--

Y

Y

Viewing the process work board

Cannot be performed because the process work board is not displayed.

Y

Y

Cannot be performed because the process work board is not displayed.

Editing the process work board

N

N

Specifying access control settings for the process work board and Items

N

N

Deleting the process work board

N

N

Canceling deletion of the process work board

N

N

Viewing the Items^#1

Y

Y

Creating Items

N

N

Creating Items based on existing registered Items^#2

Y

Y

Creating Items^#3

N

N

Escalating Items^#4

Y

N

Deleting Items

N

N

Printing Items

Y

Y