Working With Items

Information in PROLIN Smart Client is stored in items. These items represent entities such as:

• Service Calls
  
• Work Orders
  
• Incidents
  
• Changes

Each item contains information relevant to a specific process. These items don’t just store data—they are also designed to support process execution. For example:

• Certain fields may be required.
• Specific actions may be triggered based on the state or values of the item.

With the default configuration, PROLIN Smart Client adheres to ITIL standards. However, the configuration can also be customized to align with specific company processes and procedures.

Purpose of This Chapter

In this chapter, you will learn how to interact with the basic behavior shared by all items. While some item types (e.g., Service Calls and Incidents) are closely related and share more specific behavior, this chapter focuses on:

• Common behavior across item types
  
• Core interactions and patterns
  
• How to effectively view, edit, and manage items within PROLIN Smart Client