3.6.4 Sending back an Item

Sending back an Item is a function that is applied to an Item whose status has transitioned to a new status and for which you have status editing permissions. With this function, you can restore the status and the person in charge of the Item to those set before the transition. For example, if you find a flaw in investigation after you have received a request for acknowledgement of the Item, you can reject the acknowledgement by sending back the Item.

The following figures show examples of using the Item sending-back function.

Figure 3‒28: Example of using the Item sending-back function (usual use)

Figure 3‒29: Examples of using the Item sending-back function (when sending back an Item that was recalled or sent back)

As shown in Figure 3-28, when an Item is set back, the status and person in charge are usually changed to those set before the sending-back. If an Item that was recalled or sent back once is sent back, the status is changed to Investigating, and the person in charge is changed to Person B in charge of investigation as shown in Figure 3-29.

When sending back an Item, you can edit the content of the Item in the Edit item window. For example, you can add information such as the reason for rejection to Comment. Note, however, that, even if you change settings of Status and Person in charge, the changes are not applied to the Item because values are automatically set for these items.

Organization of this subsection

(1) Conditions for sending back an Item
(2) Sending back an Item
(3) Email notification triggered by sending back an Item

(1) Conditions for sending back an Item

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

Conditions for the user who executes sending-back

The user who executes sending-back must have editing permissions for the target Item.

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.
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.
The target Item is not waiting to be deleted.
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 sent back.

Conditions for the person in charge at the sending-back destination

Both of the following conditions must be met:

The person in charge has view permissions for the target Item.
The person in charge has editing permissions for the Item at the sending-back destination.

Important

The Item at the escalation destination is different from the Item at the escalation source. Therefore, you cannot send back the Item from the escalation destination to the escalation source.
If you send back an Item that has transitioned to a status that does not match the set order of statuses, the Item transitions to the status set right before the sending-back. Therefore, after an Item has been sent back, its status might not match the order of status display in the Show progress window. If you want to make the status of the sent-back Item match the order of status display in the Show progress window, change the status by editing the sent-back Item. To make the statuses of sent-back Items always match the order of status display in the Show progress window, limit the status transition destinations so that the statuses of sent-back Items match the order of status display. For details about limiting statuses, see 3.15.4 Limiting available statuses.

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(2) Sending back an Item

You can execute sending-back of an Item by using the window described below. For how to execute recalling, see the JP1/Service Support Operator's Guide.

Edit item window

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(3) Email notification triggered by sending back an Item

When you have sent back an Item, you can send an email to notify the person who was in charge of the Item before your sending-back of the Item. For details about the notification by email, see 3.12 Email notification.

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