Hitachi

JP1 Version 12 JP1/Service Support Configuration and Administration Guide


3.6.3 Recalling an Item

Recalling an Item is a function that is applied to an Item whose status has transitioned to a new status. With this function, you can restore the status and the person in charge of the Item to those set before the transition even if you do not have access permissions for the new status of the Item. Assume that a problem is found after the status of an Item has been changed to a new status for the purpose of applying for acknowledgement of the Item. In such a case, the Item recalling function enables you to re-edit the Item without requesting the person in charge of the Item in the new status to change the status.

The following figure shows an example of using the Item recalling function.

Figure 3‒27: Example of using the Item recalling function

[Figure]

Specify whether to use the Item recalling function per process work board. For the settings of the Item recalling function, see 3.2.1 Managing Items by using process work boards.

Organization of this subsection

(1) Conditions for recalling an Item

To recall an Item, the user who executes the recall, target system, target process work board, and target Item must meet the conditions to execute the recall. The following describes the execution conditions:

Conditions for the user who executes the recall

The user who executes the recall must be a user or a member of a role that had been assigned to the person in charge of the Item before the Item transitioned to the current status. If view permissions for the target process work board are set on an Item basis, the user can operate only the Items for which the user is registered as an owner of view permission for individual Items. For details about the setting of the view permissions for individual Items, see 3.11 Item access control.

Conditions for the target system and target process work board

All the following conditions must be met:

  • The target system and target process work board are operating.

  • The Item recalling function is enabled by a setting of the target process work board.

  • Transition from the present status (the status after the transition) to the previous transition (the status before the transition) is not restricted.

Conditions for the target Item

All the following conditions must be met:

  • The target Item is a managed Item.

  • The target Item is not being edited by another user.

  • The target Item is not waiting to be deleted.

  • The target Item has been neither edited nor escalated since its status transitioned to the current status.

  • The number of times the target Item has been edited has not reached the maximum.

  • All necessary information has been entered for the status to which the target Item is to be recalled.

  • The transition to the current status of the target Item was not done by recalling or sending back. The transition to the current status was done by editing.

Important
  • You cannot recall the Item in the status that was set when the Item was registered.

  • The Item at the escalation destination is different from the Item at the escalation source. Therefore, you cannot recall the Item from the escalation destination to the escalation source.

  • After an Item has been recalled, its status might not match the order of status display in the Show progress window. If you want to make the status of the recalled Item match the order of status display in the Show progress window, change the status by editing the recalled Item. To make the statuses of recalled Items always match the order of status display in the Show progress window, limit the status transition destinations so that the statuses of recalled Items match the order of status display. For details about limiting statuses, see 3.15.4 Limiting available statuses.

(2) Recalling an Item

You can recall an Item by using the windows described below. For how to execute recalling, see the JP1/Service Support Operator's Guide.

(3) Email notification triggered by recalling an Item

When you have recalled an Item, you can send an email to notify the person who was in charge of the Item before you recalled it. Because the person in charge of an Item is changed when you recall the Item, you can also notify, by email, the person in charge of the Item of the change of the person in charge. For details about the notification by email, see 3.12 Email notification.