https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/index.html Recent content in User's Guide (ITSM Operation Manual) on JP1 Cloud Service/Operations Integration User's Guide (ITSM Operation Manual) Hugo -- gohugo.io en https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/introduction/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/introduction/index.html This document describes how to use the ITSM application of JP1 Cloud Service/Operations Integration. ■ Target product JP1 Cloud Service/Operations Integration 02-90 ■ Export precautions When exporting this product, please check the regulations of the Foreign Exchange and Foreign Trade Law and the export control regulations of the U.S. and other foreign countries, and follow the necessary procedures. If you have any questions, please contact our sales representative. ■ Trademarks https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/history/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/history/index.html Changes in (JCSM73-0290-01(E)) JP1 Cloud Service/Operations Integration 02-90 Additions and changes Location Upgraded OTOBO to version 11.0.13. In conjunction with this update, updated the display text in the ITSM application (OTOBO) GUI. General The sender email address used when sending notifications from Ops I has been changed from "noreply.opsi@itg.hitachi.co.jp" to "noreply@ops-integration.com". 2.6.3 Clarified that if a customer is set to [invalid] or [invalid-temporarily], that customer can no longer be set as a new Ops I user. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/table-of-contents/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/table-of-contents/index.html 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 1.4 (1) Temporary restrictions 2. Use Cases 2.1 Use cases for FAQ articles (knowledge) 2.1.1 Associate FAQ articles with tickets 2.1.2 Register detailed information of FAQ articles 2.2 Use cases for configuration management (CMDB) https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/outline/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/outline/index.html 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. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/index.html This section describes use cases. Note that the field values for each setting in the descriptions in this chapter are examples. No limit exists on the specified values. For details on the roles required for each task, see “Roles (by function)”. Chapter structure 2.1 Use cases for FAQ articles (knowledge) 2.2 Use cases for configuration management (CMDB) 2.3 Use cases for incident management 2.4 Use cases for statistics 2.5 Use cases for customer management 2. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/dashboard/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/dashboard/index.html The “Dashboard” function is the first screen that is displayed when you access OTOBO. You can quickly grasp timely information, such as tickets that need immediate attention, or tickets in My Queues (contact person in Ops I) set in [Personal Preferences]. You can use the [Settings] widget to select which widgets to display on the [Dashboard] screen. For details, see the OTOBO manual. https://doc.otobo.org/manual/user/11.0/en/content/agent/dashboard/dashboard.html Note Enabling the following settings listed in the OTOBO manual is not supported. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/customer/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/customer/index.html The “Customers” function allows you to view information about your customers and customer users. You can also register and change customer information. For details, see the OTOBO manual. https://doc.otobo.org/manual/user/11.0/en/content/agent/customers.html Chapter structure 4.1 [Customer Information Center] 4.2 [Customer User Information Center] 4.3 [Customer Administration] https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/index.html The “Tickets” function allows users to view and perform operations on tickets in OTOBO. Supported functions are as follows. [Queue view] [Status view] [Search] Tickets are created and basic operations are performed by using the “Ticket Management” function in Ops I. Some operations can be performed by directly using the “OTOBO Tickets” function. For more information on the “OTOBO Tickets” function, see the OTOBO manual. https://doc.otobo.org/manual/user/11.0/en/content/agent/tickets.html Chapter structure 5.1 [Tickets] prerequisite knowledge https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/faq/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/faq/index.html The “FAQ” function allows users to share knowledge. Operational efficiency can be improved by sharing information among agents on how to respond to existing problems and allowing service users to check case studies. You can organize FAQ articles (knowledge articles in Ops I) registered as knowledge by creating categories. In addition, each user can evaluate FAQ articles. Tips The display of [FAQ], [FAQ Articles], or [FAQ articles] on the screen is described as " https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/cmdb/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/cmdb/index.html The “CMDB” function is an extension of OTOBO that helps manage system configuration items, such as computers and software. The setting of associations between configuration items and the automatic recording of change request histories provide an efficient overview of the entire system. Using this function, the following tasks can be performed efficiently. Manage the software version used by the server and efficiently identify whether security patches need to be applied. Manage hardware warranty expiration dates and plan equipment replacements efficiently. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/report/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/report/index.html The “Reports” function collects information about tickets and configuration items and can generate statistics. Chapter structure 8.1 [Statistics] https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/index.html The “Admin” function allows you to change settings that affect all users, such as the configuration of the OTOBO system and the management of users and customers. Because the various settings of OTOBO are managed by Ops I, only access to use the settings explicitly described in this manual and to perform the procedures described is supported. The use of settings or implementation of procedures not described in this manual, or marked as not supported, is not supported. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/appendix/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/appendix/index.html Descriptions are provided for the following items. Chapter structure 10.1 Version changes