https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/index.html Recent content in 9. [Admin] on JP1 Cloud Service/Operations Integration User's Guide (ITSM Operation Manual) Hugo -- gohugo.io en https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/otobo_queue/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/otobo_queue/index.html This section describes how to create and edit a queue in OTOBO, which serves as the contact person for ticket management. A queue is an object that serves as a container for tickets. All tickets will always exist in one of the respective queues. By creating queues based on the service to be provided, the assigned department, etc., and then assigning tickets appropriately to those queues, an agent can efficiently search for tickets related to themselves. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/calendar_setting/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/calendar_setting/index.html When an SLA is created, items such as the number of days and the escalation are calculated based on the preconfigured calendar. The same calendar can be specified for multiple SLAs. Users edit and use 99 calendars prepared by default. No new calendars can be created. This section describes how to edit a calendar. A calendar can be edited by performing the following steps. 1. Select [Admin] from the main menu. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/sla_setting/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/sla_setting/index.html By creating SLAs, you can clearly define ticket responses and problem solution goals. By allocating incident tickets, you can calculate incident ticket escalation times and visualize overall status management. There is no limit on the number of SLAs registered. You can create multiple SLAs and set different target escalations for separate SLAs. Note Calendars to be selected when creating an SLA must be configured beforehand. For details on calendar settings, see " https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/job_setting/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/job_setting/index.html When allocating SLAs to incident tickets, it is necessary to consider various conditions such as names and criticality of customers. Depending on the number of customers and conditions, agents might feel it difficult to allocate SLAs. OTOBO’s GenericAgent function can be used to automate SLA allocation and streamline SLA management. (1) Create GenericAgent The procedure for creating GenericAgent is shown as follows. 1. Select [Admin] from the main menu. 2. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/notification_setting/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/notification_setting/index.html You can manage ticket notifications and define events that can trigger ticket notifications, notification destinations and filters, notification methods, and notification text. In this section, these definitions are referred to as “notifications”. For each user, you can specify which notification will be applied. It is also possible to send only the necessary information to customer users and agents, respectively. This enables you to identify the ticket progress in a timely manner and share it with stakeholders. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/importexport_setting/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/management/importexport_setting/index.html You can import/export FAQ articles (knowledge articles in Ops I) and configuration items as CSV files. By importing/exporting, you can save the state at a certain point in time or create and edit multiple data items at once. For details on the settings of FAQ articles and categories, see “Import/Export”. For details on the settings of configuration items, see “Import/Export”. This section describes the following items. Add an import/export template Export data Import data (1) Add an import/export template A template is a set of rules that defines the types of objects in OTOBO and the mapping of their fields to information in input and output files, as well as the format of the files.