1.2 Features of JP1/Service Support

JP1/Service Support provides a number of features designed to bring Items to resolution in a quick and efficient manner. The available features depend on the access permissions assigned to the operator. To use the desired feature, you must have the correct access permissions. Access permissions can be assigned in three ways:

Assignment to a system role

System roles are roles provided for system administrators by JP1/Service Support. There are three system roles: the user management role, the process work board management role, and the work management role. Each role is assigned access permissions for a subset of operations, and users who belong to a role are granted access permissions for the operations permitted by that role.
Designation as a process work board administrator

A process work board administrator can perform the full range of operations with respect to the process work boards he or she manages.
Assignment of access permissions for Items

JP1/Service Support provides access permissions, such as view and edit permissions, that correspond to the operations you can perform on an Item. You can assign access permissions at the process work board level. The access permissions provided for each process work board can be allocated to users and roles. There are also two types of editing permission for Items: general permission that allows the holder to edit every Item registered in a process work board, and status-level permission that allows the holder to edit Items only when they are in a specific status.

The tables below describe the access permissions needed to use certain features of JP1/Service Support. The first table describes access permissions for environment-building features, and the second describes those for Item-related operations.

Table 1‒1: JP1/Service Support functions (environment building) and required access permissions
Function	Required access permissions	See
Adding, editing, and deleting users	User management role	Section 3.1
Adding, editing, and deleting roles Adding and removing members to and from roles	User management role	Section 3.2
Adding, editing, and deleting target systems	Process work board management role	Section 3.3
Customizing processes	Process work board management role	Section 3.4
Adding, editing, deleting, and viewing process work boards	Addition and deletion: Process work board management role Editing: Process work board management role or process work board manager Viewing: View permission for Items	Section 3.5
Allocating access permissions	Process work board management role or process work board manager	Section 3.6
Viewing Item form information Deleting Item forms Setting the default Item form for a process	Process work board management role	Section 3.7
Customizing Item statuses There are two ways to customize Item statuses: Customizing statuses for common use across processes Customizing statuses for use only in a specific process work board	For common use across processes: Process work board management role Specific to one process work board: Process work board management role or process work board manager	Section 3.8

Note:: In a process work board where view permission is assigned at the Item level, you can only view Items for which you have view permission. For details on setting view permission for individual Items, see the JP1/Service Support Configuration and Administration Guide.

Table 1‒2: JP1/Service Support functions (Item operations) and required access permissions
Function	Required access permissions	See
Displaying Items You can display the following information about Items: Details Item history Item progress Work status Related Items	One of the following is required: Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 4.3
Searching for Items There are two ways to search for Items: Search using the Specify search conditions - Item-common element window or the Specify item search conditions window Simple search in the main window (Item list)	One of the following is required: Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 4.4
Creating Items There are three ways to create Items: In the New item window Creating an Item based on an existing Item By email	One of the following is required: Process work board management role Process work board manager Item view permission, view permission for the individual Item^#, and Item create permission When creating an Item based on the contents of an existing Item, you must have this access permission for the new Item and the original.	Section 4.5
Editing Items	One of the following is required: Process work board management role Process work board manager Item view permission, view permission for the individual Item^#, and Item edit permission Item view permission, view permission for the individual Item^#, and status-level edit permission	Subsection 4.6.1
Changing the status of an Item	To change to a status other than Acknowledged or Close: One of the following is required: Process work board management role Process work board manager Item view permission, view permission for the individual Item^#, and Item edit permission Item view permission, view permission for the individual Item^#, and status-level edit permission To change to Acknowledged status: One of the following is required: Process work board management role Process work board manager Item view permission, view permission for the individual Item^#, Item edit permission, and Item acknowledge permission Item view permission, view permission for the individual Item^#, and Item acknowledge permission To change to Close status: One of the following is required: Process work board management role Process work board manager Item view permission, view permission for the individual Item^#, Item edit permission, and close permission Item view permission, view permission for the individual Item^#, status-level edit permission, and close permission	Subsection 4.6.2
Recalling Items	Both of the following are required: User and role member in effect before the Item transitioned to its current status View permission for the individual Item^#	Subsection 4.6.3
Sending back Items	One of the following is required: Process work board manager View permission for the individual Item^# and Item edit permission Process work board management role	Subsection 4.6.4
Batch operations on Items	One of the following is required: Process work board manager Process work board Item edit permission and view permission for the individual Item^# Permission to change the status of Items on the process work board to Acknowledged or Close Process work board management role	Subsection 4.6.5
Escalating an Item	One of the following is required: Process work board management role Process work board manager at the escalation source and destination processes Item view permission, view permission for the individual Item^#, and escalation permission at the escalation source and destination processes	Subsection 4.6.6
Deleting an Item	One of the following is required: Process work board management role Process work board manager Item view permission, view permission for the individual Item^#, and Item delete permission	Section 4.7
Printing an Item	One of the following is required: Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 4.8
Outputting Item information to a CSV file	One of the following is required: Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 4.9
Checking the status of an Item There are two perspectives from which you can check the status of an Item: System perspective Process perspective	One of the following is required: Work management role Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 5.2
Outputting a report about Items	One of the following is required: Work management role Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 5.3
Viewing information relating to an Item	One of the following is required: Work management role Process work board management role Process work board manager Item view permission View permission for the individual Item^#	Section 5.4

#: In a process work board where view permission is assigned at the Item level, you can only view Items for which you have view permission. For details on setting view permission for individual Items, see the JP1/Service Support Configuration and Administration Guide.

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