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Need to handle inquiries, failures, and other Items# efficiently and via the correct processes?
JP1/Service Support centrally manages various issues (registered as "Items", which is a special term for issues managed in JP1) that occur in the system, such as user inquiries and failures. You can track Items from when they are registered to when they are resolved.
Items can be escalated in accordance with ITIL Service Support processes for incident management, problem management, change management, and release management. This allows the relevant persons on a team to easily share information such as the processing status and progress of each Item, and to quickly determine the management status. Inquiries received by email and failure information collected by JP1/Integrated Management can be registered automatically, ensuring that all Items that must be resolved are registered. The severity level and work deadline for each Item can also be registered automatically, reducing variation among individual operators and improving the control of Item handling.