https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/index.html Recent content in 2. Use Cases on JP1 Cloud Service/Operations Integration User's Guide (ITSM Operation Manual) Hugo -- gohugo.io en https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/faq_usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/faq_usecase/index.html Information and know-how obtained from troubleshooting and inquiry responses can be kept as knowledge in OTOBO FAQ articles (knowledge articles in Ops I) and shared among agents, which can be utilized to improve operations. Tips The display of [FAQ], [FAQ Articles], or [FAQ articles] on the screen is described as "FAQ articles" in the manual. The following describes two use cases for how to create an FAQ article. How to register simple information and refer to the associated ticket for details How to register information necessary for an FAQ such as reference permissions, events, problems, or solutions, in the input form Section structure https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/configration_usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/configration_usecase/index.html This section describes the use cases for configuration management using the “CMDB” function. Section structure 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 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/incident_usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/incident_usecase/index.html Associating incidents with FAQ articles (knowledge articles in Ops I) and with tickets will help with investigating and managing incidents, as well as with responding to incidents immediately. This section describes the following use cases for linking FAQ articles, configuration items, and tickets related to incidents, as well as for linking tickets to each other. Create FAQ articles and linking to tickets Link configuration items to tickets Link related tickets together (1) Create FAQ articles and linking to tickets Create FAQ articles that serve as knowledge for investigating incidents, or review existing FAQ articles, and link the FAQ articles utilized to respond to the incident to the tickets that manage the incident. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/statistics_usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/statistics_usecase/index.html This section describes use cases for checking the status of responses, including the number of expired incident tickets, open tickets, and tickets not yet responded to. Section structure 2.4.1 Ticket list statistics 2.4.2 Aggregate statistics https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/custom_usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/custom_usecase/index.html This section describes a use case for checking the number and nature of incidents for the customers for whom an agent is responsible. You can check the status of ticket responses related to a customer in the [Customer Information Center] of the “Customers” function. 1. Open [Customers] - [Customer Information Center] in the main menu. 2. The [Search] dialog box will be displayed. The following table shows how to perform a search. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/mail_usecase/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/usecase/mail_usecase/index.html This section describes the prerequisites, configuration items, and setup procedures as use cases for ticket notification and email-based ticket creation. The “Ticket Notification” function uses the Ops I GUI and emails to notify the agent registered in Ops I that, for example, a ticket has been created or an agent has been changed. The “Email-based Ticket Creation” function allows OTOBO to check emails received at a specific email address and automatically create a ticket for each email.