Contents
1. Overview
1.1 Supported functions
1.2 Prerequisite knowledge
1.2.1 Log in/log out
1.2.2 Roles (by function)
1.2.3 Screen structure
1.3 Preparation
1.3 (1) [Personal Preferences] menu
1.3 (2) [Logout] menu
1.3.1 [User Profile]
1.3.2 [Notification Settings]
1.3.3 [Miscellaneous]
1.4 Temporary restrictions
2. Use Cases
2.1 Use cases for FAQ articles (knowledge)
2.2 Use cases for configuration management (CMDB)
2.2.1 Define configuration item classes and managed items
2.2.2 Create, browse, update, and delete configuration items
2.2.3 Update by exporting and importing a list of configuration items
2.2.4 Associations between configuration items
2.3 Use cases for incident management
2.4 Use cases for statistics
2.4.1 Ticket list statistics
2.4.2 Aggregate statistics
2.5 Use cases for customer management
2.6 Use cases for notifications and email-based ticket creation
2.6.1 Notification using the Ops I notification function
2.6.1 (1) Ops I notification function settings
2.6.1 (2) Notification settings
2.6.2 Notification using an email server
2.6.2 (1) Setting an SMTP server
2.6.2 (2) Setting the sender of notification emails
2.6.2 (3) Notification settings
2.6.3 Email-based ticket creation
2.6.3 (1) Setting OAuth2
2.6.3 (2) Register email account (for OAuth2 authentication)
2.6.3 (3) Register email account (for Basic authentication)
2.6.3 (4) Register system address
2.6.3 (5) Create rules for sorting tickets to be created when receiving emails
2.6.3 (6) Setting auto responses
3. [Dashboard]
4. [Customers]
4.1 [Customer Information Center]
4.2 [Customer User Information Center]
4.3 [Customer Administration]
4.3.1 Customer registration
5. [Tickets]
5.1 [Tickets] prerequisite knowledge
5.1 (1) Ticket statuses
5.1 (2) Ticket priorities
5.1 (3) Ticket types
5.2 [Queue view]
5.3 [Status view]
5.4 [Search]
5.5 Ticket Zoom screen
5.5.1 Linking tickets
6. [FAQ]
6.1 [FAQ] preparation
6.2 [Explorer]
6.3 [New]
6.4 [Journal]
6.5 [Language Management]
6.6 [Category Management]
6.7 [Search]
6.8 FAQ Zoom screen
7. [CMDB]
7.1 [Overview]
7.1 (1) Configuration item list
7.1 (2) Configuration item details
7.1.1 [History] (version management)
7.1.2 [Edit]
7.1.3 [Link]
7.1.4 [Delete]
7.2 [New]
7.3 [Search]
7.4 Management functions
7.4.1 Class management
7.4.2 Create fields
7.4.3 Import/Export
7.4.3 (1) Create an import/export template
7.4.3 (2) Export configuration item
7.4.3 (3) Import configuration item
8. [Reports]
8.1 [Statistics]
8.1.1 Manage statistics
8.1.2 Create statistics
8.1.3 Edit statistics
8.1.4 Run statistics
9. [Admin]
9.1 Create and edit the contact person
9.1 (1) Create queues
9.1 (2) Edit queues
9.2 Set calendars
9.3 Manage SLAs
9.3 (1) Create an SLA
9.3 (2) Update an SLA
9.3 (3) Invalidate an SLA
9.4 Register GenericAgent
9.4 (1) Create GenericAgent
9.4 (2) Example of GenericAgent settings
9.5 Manage ticket notifications
9.5 (1) Create a ticket notification
9.5 (2) Other operations related to ticket notifications
9.5 (3) Existing notification settings