4.1.3 Changing the response status by a JP1 event according to the Item status change

JP1/Service Support issues a JP1 event to JP1/IM - Manager in the following circumstances:

The Edit item window is used to change the status to Close for an incident (Item) automatically registered by a JP1/IM - Manager automated action or registered by linkage with JP1/IM - View.
A batch operation is used to change the status to Close for an incident (Item) automatically registered by a JP1/IM - Manager automated action or registered by linkage with JP1/IM - View.

Note that this JP1 event is not issued when the status is changed to Close by the jssitemedit command. In response to this JP1 event, JP1/IM - Manager executes an automated action to change the response status to Processed.

Before JP1/IM - Manager can receive JP1 events or change the response status to Processed, the necessary settings must have been specified in JP1/IM - Manager.

The following figure shows an overview of processing in which a JP1/IM - Manager automated action changes the JP1 event's response status to Processed when the Item status changed to Close.

Figure 4‒3: Changing the response status by an automated action

The steps in the above figure are described below.

The JP1/Service Support operator changes the status of an automatically registered Item to Close in response to a request from the integrated manager.

To distinguish Items registered from JP1/IM - Manager and Items registered from a JP1/Service Support window, you must customize the Item form so that the serial number and JP1/IM - Manager's host name can be referenced. For details about customizing Item forms, see Item form definition file (Optional) in Chapter 13. Definition Files.
If the settings for JP1/Service Support to issue JP1 events have been specified, a JP1 event (reporting the JP1/IM - Manager's host name and serial number) is issued to the JP1/Base event database of the integrated manager.
The JP1/IM - Manager automated action changes the response status for the received JP1 event to Processed.

Note:: This JP1 event is issued only when the status is changed to Close for original (not escalated) Items that were registered from JP1/IM - Manager automatically or registered via linked JP1/IM - View. This JP1 event is not issued when the status is changed for an Item that has been escalated from another process work board. If an Item has not been escalated, the right side of the hyphen (-) in the Inter-process ID for the Item is 01.

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