5.4.1 Customizing the Item forms
JP1/Service Support provides the following Item forms that correspond to individual processes defined in JP1/Service Support:
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Item form for incident management
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Item form for problem management
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Item form for change management
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Item form for release management
You can customize the settings of an Item for individual processes set in these Item forms as follows:
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Adding Item form elements
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Changing Item form elements
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Specifying mandatory elements
Consider customization for your operation. For details, see 9.9 Customizing Item forms.
- Customizing the Item form for Item search
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JP1/Service Support provides an Item form for Item search, in addition to Item forms for individual processes. This Item form is used to decide the settings that are displayed in two windows. One is the Specify search conditions - Item-common element window, which appears when topmost Process work board is selected from the List of process work boards. The other is the Specify Item search conditions window, which appears when a target system is selected from the List of process work boards. Consider customization in the following cases:
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When the Item forms for individual processes are customized
Customize the Item form for Item search to match your needs.
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When you want to decrease the number of settings that can be specified for search conditions
Customize the Item form for Item search to delete unimportant and unused settings.
For details about the Item form for Item search, see Definition file for the Item search item form (Optional) in Chapter 13. Definition Files.
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- Notes:
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Use the same selection codes throughout processes. If different codes are used, the selection codes might be converted to unintended selection codes during escalation, or might not be transferred.
For example, if <option value="4">Information</option> is additionally defined for Item type in the incident management process and <option value="4">Reference information</option> is additionally defined for Item type in the problem management process, Information is converted to Reference information when the code is transferred from the incident management process to the problem management process. If Item type is not additionally defined for other processes, Information is not transferred to those processes.
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Manually delete Item forms that were created by mistake or that become unnecessary. For details about the procedure for deleting Item forms, see 9.9 Customizing Item forms.
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