3.6.1 Editing Items in the Edit item window

This section describes how to edit an Item in the Edit item window. The settings that users can edit differ depending on the process. The following figure shows the Edit item window.

Figure 3‒26: "Edit item" window

To prevent conflicts, you cannot edit an Item that is being edited by another user. The icons of Items in the list of Items in the main window (Item list) indicate whether the Items are being edited. The following describe these icons:

Normal Item icon ()

This icon indicates that the Item is not being edited currently.
Being-edited Item icon

This type of icon indicates that the Item is being edited currently. There are the following two icons of this type:
- This icon indicates an Item that you are currently editing. You can edit an Item that you are editing.
- This icon indicates an Item that someone else is currently editing. You cannot edit an Item that is being edited by another user.
Stored Item icon^# ()

This icon indicates that the Item is stored in an Item storage database. You cannot edit stored Items.

#: This icon appears when you use the Item storage database.

You can find out which user is currently editing an Item by viewing the Currently-editing user field in the View Item window. You can also display the detailed information about that user.

Organization of this subsection

(1) Editing the contents of an Item
(2) Changing the status

(1) Editing the contents of an Item

You can edit the contents of an Item after it is registered in JP1/Service Support. For example, you can add investigation results, add links to web pages related to the Item, and attach files.

Note, however, that you cannot edit the following settings because their values are automatically set when an Item is created or updated:

System
Process
Item ID
Inter-process ID
Registrant
Registration date and time
Update date and time

To Page Top

(2) Changing the status

The status is a setting that indicates to what extent an Item has been handled. The status names are defined for each process by JP1/Service Support. One of the status names can be selected according to the work progress. The meanings of status names differ depending on the process.

In JP1/Service Support, the user or role that can be selected as the person in charge of the Item changes according to the status. JP1/Service Support performs this control based on the access permission settings. This prevents users from performing operations that are not permitted by their role. If the initial person in charge of status is specified for a status, the person in charge of the status can be set automatically for Person in charge. If the initial person in charge of status has not been specified for a status, and if only a user or role can be selected as the person in charge, the user or role us automatically set for Person in charge. For details, see 3.11.2 Editing Item settings: Relationship between the status and person in charge.

The status names in this subsection are default names. You can customize the status names to fit your operational requirements. For details, see 3.15 Status management.

The following tables describe the meanings of status names for each process.

Table 3‒34: Status names (in the incident management process)
Status name	Description
`Received`	In response to an incident report from a target system user, a reception specialist registered the incident as an Item.
`Investigating`	The investigation specialist who was assigned to the incident is now collecting necessary data or creating an answer.
`Support Requested`	Problem management staff or external support staff is being asked to handle the incident.
`Discussing`	The approver is now considering the answer or workaround for the incident.
`Acknowledged`	The answer or workaround for the incident was approved.
`Close`	The target system user was answered, and the incident was closed.

Table 3‒35: Status names (in the problem management process)
Status name	Description
`Received`	A problem Item escalated from incident management was registered. No processing for the Item has started yet.
`Investigating`	An investigation specialist was assigned to the Item, and is now investigating data such as logs.
`Discussing`	The results of investigation by investigation specialist are being discussed to determine the cause or workaround for the Item.
`Acknowledged`	The cause or workaround for the Item was approved.
`Support Requested`	Because a need for system reconfiguration arose, a reconfiguration request is being escalated to the change management.
`Close`	The problem was solved, and an answer about the cause or workaround was returned to incident management.

Table 3‒36: Status names (in the change management process)
Status name	Description
`Received`	A change Item escalated from problem management was registered. No processing for the Item has started yet.
`Planning`	A plan consideration specialist was assigned to the Item, and is now creating a plan or evaluating impacts.
`Discussing`	The change plan created by the plan consideration specialist is being discussed.
`Acknowledged`	The change plan was approved, and is being circulated.
`Support Requested`	The approved change plan was escalated to release management, and release work is being requested.
`Reviewing`	Change or release work was completed, and the results are being reviewed.
`Close`	The change work was completed.

Table 3‒37: Status names (in the release management process)
Status name	Description
`Received`	A release Item escalated from change management was registered. No processing for the Item has started yet.
`Planning`	A release specialist was assigned to the Item, and is now creating a release plan.
`Discussing`	The release plan was created and is being discussed.
`Acknowledged`	The release plan was approved, and release work has started.
`Support Requested`	The release work was completed, and configuration management is being asked to update the configuration database.
`Close`	The release work was completed.

To Page Top