4.1 Overview of Item processing
This section describes the flow of Item processing in JP1/Service Support, with reference to the figure below.
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![[Figure]](GRAPHICS/ZA090100.GIF)
- Item creation
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To help manage inquiries from users and problems in the system, a person in charge enters the required information and creates an Item. For details about how to create Items, see 4.5 Creating Items.
- Investigation
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The person in charge looks into whether similar Items have been registered in the past. For details about how to search for similar Items, see 4.4 Searching for Items.
- Progress updates
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The expert or manager responsible for the Item updates the Item in the database. This might involve recording the results of the investigation, making a note of the work he or she has done, or changing the status of the Item to reflect any progress made. When the status changes to Close, the person in charge or manager responds to the user who submitted the original inquiry with reference to the Item contents. In cases where this response is insufficient, the Item can be recalled or sent back after its status has changed. For details about how to edit the contents of an Item, see 4.6.1 Editing Item information. For details about how to change Item statuses, see 4.6.2 Changing the status of an Item. For details about recalling Items, see 4.6.3 Recalling Items. For details about sending back Items, see 4.6.4 Sending back Items.
- Status checking
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The manager of the Item checks the status of the Item by viewing the investigation results, the updated Item contents, and other relevant information. For details about viewing Items, see 4.3 Displaying Items.
- Escalation
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The person who is responsible for an Item escalates the Item to the next process, or a process associated with another target system. When escalating an Item, the user creates an Item by entering the required information based on the original Item. For details about Item escalation, see 4.6.6 Escalating Items.