1. Overview

The Ops I ITSM application provides a variety of customer and ticket-related functions in conjunction with OTOBO.
This document describes the functionality of OTOBO, which is supported as an ITSM application for Ops I, by use case (Chapter 2) and by function (Chapters 3-9). In addition, tickets and roles that are operated or set up outside of the ITSM application are expressed with “Ops I”. (Example: Ops I ticket)
Before performing each operation, please check “Prerequisite knowledge” and “Preparation” and perform the necessary work.

The following figure illustrates the positioning of ITSM applications within Ops I. The use cases described in this document are listed in ① through ⑩, and each function is enclosed in [].

(Figure) ITSM application functions

For details on use cases ① through ⑩, see the table below. For details on supported functions, see “Supported functions”.

(Table) List of use cases

Use case		Refer to
①	Create FAQ articles based on the results of incident response and problem investigation. Associate and review tickets for FAQ articles and related incidents.	Use cases for FAQ articles (knowledge)
②	Define configuration item classes and managed items for managed item optimization.	Define configuration item classes and managed items
③	Create, browse, update, or delete configuration items.	Create, browse, update, and delete configuration items
④	Export a list of configuration items to a CSV file for inventory purposes. Import CSV files reflecting inventory results and update configuration information.	Update by exporting and importing a list of configuration items
⑤	Make associations between configuration items.	Associations between configuration items
⑥	Link tickets to FAQ articles and configuration items related to the incident. Link tickets related to the incident to each other.	Use cases for incident management
⑦	Check the list of tickets in pending status by the assigned queue (contact person in Ops I) to check the detailed status of ticket response.	Ticket list statistics
⑧	Create statistics on the number of completed tickets for the past two weeks for each assigned queue (contact person in Ops I).	Aggregate statistics
⑨	Review the number and nature of incidents for the customers you are responsible for.	Use cases for customer management
⑩	Notification of ticket creation, change of agent, etc. Automatically create tickets using email.	Use cases for notifications and email-based ticket creation

The functions that can be used in conjunction with other applications are described below.

[Customer-related]
The system application creates users and configures customer users. Among the users created, customer users and OTOBO personnel (users who have been granted the necessary roles and access to the ITSM application) are automatically registered as OTOBO users.
With the ITSM application, you can register customers and check tickets by customer.

For details on defining customer users and OTOBO personnel, see “Log in/log out”. For details on creating users and linking users to customers, see “Functions > System > User management” in “JP1 Cloud Service/Operations Integration User’s Guide”.

[Ticket-related]
The Tickets function of the Task and Request applications allows users to create, edit, and view tickets. Tickets are automatically created as OTOBO tickets.
The ITSM application allows for smoother operation and management of tickets, including incident response, by viewing tickets, linking to FAQ articles (knowledge) and configuration items, and aggregating the number of tickets and other information.

For details on operations in the Task and Request applications, see “Functions > Tasks and Requests > Tickets”, “Designing and Building Your Operation > Task design > Ticket management”, and “Designing and Building Your Operation > Other operational design tips > Customizing the ticket window” in “JP1 Cloud Service/Operations Integration User’s Guide”.

Chapter structure

1.1 Supported functions
1.2 Prerequisite knowledge
1.3 Preparation
1.4 Temporary restrictions