4.5 Creating Items
In a JP1/Service Support system, the operator uses an Item form to create a new Item each time an inquiry is received from a user or a problem occurs in a target system. Each process, such as incident management and problem management, has its own Item form. Note that the process names are the default names. They might have been given different names in customized environments.
Users who are able to log in to JP1/Service Support can create Items in the New item window. Users who cannot log in are able to create Items using email.
If you want to create an Item that inherits the information of an existing Item, you can do so by escalating the original Item. For details about escalation, see 4.6.6 Escalating Items.
The following describes how to create Items in the New item window, and how to create Items via email.