| Oracle Mission Critical Support Platform User's Guide, Release 2.3 Part Number E23198-01 |
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PDF · Mobi · ePub |
| Oracle Mission Critical Support Platform User's Guide, Release 2.3 Part Number E23198-01 |
|
|
PDF · Mobi · ePub |
This chapter covers the following topics:
Change Management enables you to manage changes from the initial request to the final review. You can use the Change Management service to:
Raise and record Change Management (CM) requests
Assess the impact, cost, benefit and risk of a change
Obtain proper approval for CMs
Manage the implementation of the CM
Monitor and report on the implementation
Review and close CMs
The Change Management system manages all configuration items (CIs) associated with a customer account. In fact, any asset that exists in the customer production environment and is part of the monitored and managed services within Oracle Mission Critical Support Platform is placed under change control.
The figure below illustrates an example of a simple recurring CM ticket given the following parameters: Recurring flag set = Yes | Start time =10am | Duration =1 day | No end date
The expected outcome, once these parameters are set, is for the CM ticket to recur every day and indefinitely during the same two hour time frame.
Use one of the following procedures to create a Change Management (CM) ticket. When you create a CM ticket, you specify several attributes that define the type and scope of the change and its classification. You can also specify the target CIs and assets of the change and other information that helps define the change. A CM ticket proposes a change that you want made to one or more CIs that are registered to the Configuration Management System (CMS) in Oracle Mission Critical Support Portal. The CM ticket sets the change process in motion.
Note:
Recurring maintenance activity must be added as recurring change requests by setting the Recurring flag to Yes. Oracle Mission Critical Support Portal sends an automated e-mail when a recurring maintenance CM ticket is initially submitted, approved, and when the final instance of the CM ticket is completed.The status of recurring CM tickets alternates between WIP (work-in-progress) and SCHEDULED until the final instance is completed. For information about recurring tickets, see "Example of Simple Recurring CM ticket".
You can create a CM ticket using one of the following methods:
Use this procedure to create a new CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Create CM Ticket.
The Create CM Ticket page appears.
In the Change Identification area, define the following information:
From the Change Priority list, select the priority level, which determines the relative importance of the change in relation to other outstanding change requests:
Planned: Changes that follow the usual change management process, often referred to as work requests.
Urgent: Unplanned changes that are expedited and managed outside of the standard CM process, and may require to be implemented outside of the regular change maintenance window.
Note:
Urgent changes are worked through the Control Center usually but not always.Emergency: Changes resulting from incidents that impact the customer environment. Emergency CM tickets are implemented in real time, with approval not being necessary if the impact of the fix is less than or equal to the current impact to the customer environment.
Note:
For Emergency CM tickets, customer approvals are bypassed and Oracle Mission Critical Support Portal notifies the support center by e-mail. You must enter the related Incident Ticket ID on the CM page before you can submit an Emergency CM ticket.From the Change Category list, select the category of the CM ticket. The category determines the difficulty and impact of the CM ticket:
Major: Major changes to system functionality.
Minor: Has low impact and requires few resources.
Standard: Follows established and documented approach.
From the Classification list, select the area that indicates the origin of the changes:
Build: Indicates changes from implementation or pre-production
Customer - OMP area: Indicates changes from the customer relating to a specific area of OM Platform.
Support - OMP area: Indicates changes from the Oracle Service Delivery team relating to a specific area of OM Platform.
From the SubClass list, select a subclass to associate the classification selected in step c. For example, if you selected Customer - Account Management in step c, then the possible subclass values are:
Account Information Changes - Address, Contacts
Knowledge Article - Add, Delete, Update
User Accounts - Add, Invite, Delete Update
In the Requestor area, define the following information:
From the Owner list, select the individual responsible for the CM ticket (accepting requests for change and following established processes to implement the changes).
Note:
The Owner is a registered user in Oracle Mission Critical Support Portal, but the implementer of the CM ticket might not be a registered user.From the Implemented By list, select who is responsible for the individual implementation steps, including building and testing the change.
Note:
The Service Provider option is for internal use only.Enter the user name of the person responsible for implementing the CM ticket.
In the Implementer Contact box, enter the contact information for the person responsible for implementing the CM ticket.
In the Support Resource box, enter the user name of the named support resource assigned to the CM ticket.
In the Contact Info box, enter the contact information for the named support resource.
From the Risk list, select the risk level associated with implementing the CM ticket. Choose one of the following options:
High: Major business impact or high user impact.
Medium: Minor impact to application and users and easy to back out.
Low: Routine day-to-day changes with minimal impact.
From the Probability list, select the probability that the risk will occur.
In the Description area, define the following information:
In the Summary box, enter a descriptive title for the CM ticket being submitted. Use words that will aid in future searches and to link this CM ticket to others like it. ((Maximum of 80 alphanumeric characters.)
In the Description box, enter a clear and concise description of the change including the nature and scope of the work to be performed
In the Reason For Change box, enter a description of the reason for the change you want made.
In the CI and CI Groups area, identify the configuration items impacted by the change.
Click Add.
The Select CI(s) window appears.
From the filter list, select the appropriate CI parameter.
In the list, click the item you want to use to narrow the search criteria.
To apply the current filter criteria, click Show Results, or move to the next filter to specify the next search criteria.
The list of CIs matching your search criteria appears in the Filtered Results area.
Select the required CI, then click Add Selected.
Repeat these steps until you have all the required CIs, then click SUBMIT.
The Create CM page appears with a new row in the CI & CI Group table.
In the Change Information area, define the following information as required:
Filter
Select Filter to filter events for the CIs associated with this CM ticket from the Support Center screens. Events for the associated CIs will be ignored during the change process.
Timing is Critical
Select Timing is Critical to enable Oracle Mission Critical Support Portal to display a warning about impacts on the change process. When this option is selected, the scheduled period for implementation cannot be modified once the ticket has been approved. To reschedule the ticket, it must be reapproved.
Monitoring Impacted
Select Monitoring Impacted to indicate that monitoring services are impacted as a result of this change request.
Inventory Impacted
Select Inventory Impacted to indicate that inventory (CIs) are impacted as a result of this change request.
Backups Impacted
Select Backups Impacted to indicate that backup services are impacted as a result of this change request.
In the Scheduling area, define the following information:
Note:
You must have appropriate permissions to enter the scheduling information for the CM ticket you are creating. Otherwise, you cannot enter scheduling information.Set Recurring to either Yes or No depending on whether the CM ticket requires recurring maintenance.
You can create a recurring ticket to implement repetitive and planned tasks, such as backups and regular reboots, for CIs.
If you indicate that the CM ticket is recurring, then Oracle Mission Critical Support Portal filters alerts for the specified CIs.
Note:
The status for recurring change requests alternates between WIP and Scheduled until the final scheduled implementation task is completed.If you selected Yes, then enter the following information:
In the Recurring Period box, enter how often the CM ticket requires maintenance and select the unit of time from the list.
Set Infinite Recurring to Yes or No depending on whether the CM ticket requires maintenance infinitely. If you select No, then the Recurring End Date field appears.
In the Recurring End Date box, click the Calendar icon beside the Recurring End Date box. In the Calendar, select the date on which recurring maintenance on the CM ticket will end.
In the Requested Date box, click the Calendar icon beside the Requested Date box. In the Calendar, select the date that the change was requested, then click Apply.
Note:
Oracle Mission Critical Support Portal displays the local time zone abbreviation beside the date. This time zone is set from the My Preferences menu item in Accounts. For more information, see "Managing User Preferences".In the Scheduled Start Date box, click the Calendar icon beside the Scheduled Start Date box. In the Calendar, select the date on which work on the change request will begin, then click Apply.
Note:
Oracle Mission Critical Support Portal displays the local time zone abbreviation beside the date. This time zone is set from the My Preferences menu item in Accounts. For more information, see "Managing User Preferences".In the Scheduled Duration box, enter the amount of time scheduled to complete the CM ticket and select the unit of the time from the list.
Click the time zone link beside Local Timezone for DST Calculation to set the local time zone for Daylight Saving Time (DST). Oracle Mission Critical Support Portal displays a confirmation window, reminding you that this setting is for DST calculations only. Click OK to continue.
In the Related Tickets area, define the following information:
In the Related ID box, enter the ID of the related Incident ticket.
In the External ID box, enter the ID of an external related ticket from a third-party ticketing system.
In the Plan area, define the following information if required:
In the Implementation Plan box, describe how the CM ticket will be implemented.
In the Test Plan box, describe how the CM ticket will be tested including detailed test scenarios, expected results, actual results, pass or fail.
In the Backout Plan box, describe how to restore back to the original state if the implementation plan fails
In the Dependencies box, list the items that are required and their relationships, which are dependent on each other and potentially impact each other during the CM ticket implementation.
You can save the CM ticket as a draft or submit the CM ticket.
To save the CM ticket, click SAVE AS DRAFT.
Oracle Mission Critical Support Portal performs the following actions on the CM ticket you created:
Saves the CM ticket in the database.
Adds the name of the submitter and the submission date to the CM ticket.
Assigns an ID to the CM ticket.
Advances the CM ticket to Draft status.
Notifies the Change Implementer.
The e-mail notification contains an embedded hyperlink to the CM ticket.
To submit the CM ticket, click SUBMIT.
Oracle Mission Critical Support Portal performs the following actions on the CM ticket you created:
Saves the CM ticket in the database.
Adds the name of the submitter and the submission date to the CM ticket.
Assigns an ID to the CM ticket.
Advances the CM ticket to the next step in the work flow.
Notifies the following parties:
Change Implementers
Change Owner
Change Requester
E-mail Subscriber List
The e-mail notification contains an embedded hyperlink to the CM ticket.
Cloning enables you to copy an existing CM ticket to create a new CM ticket for a customer organization. When you clone a CM ticket, Oracle Mission Critical Support Portal displays the Create CM Ticket page with all the fields prepopulated from the existing CM ticket you cloned. You must review the information on the page and modify the data as appropriate.
To clone a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Locate the CM ticket that you want to clone, then click View or Update.
The View CM Ticket or Update CM Ticket page appears.
Click CLONE.
The Create CM Ticket page appears with the information copied from the existing CM ticket you cloned.
Note:
Oracle Mission Critical Support Portal does not copy any time or date information or schedule-related data from the existing CM ticket.Review and modify the information on the Create CM Ticket page as required. For more information about the data on this page, see "Create a New Change Management Ticket".
You can save the CM ticket as a draft or submit the CM ticket.
To save the CM ticket, click SAVE AS DRAFT.
Oracle Mission Critical Support Portal performs the following actions on the CM ticket you created:
Saves the CM ticket in the database.
Adds the name of the submitter and the submission date to the CM ticket.
Assigns an ID to the CM ticket.
Advances the CM ticket to Draft status.
Notifies the Change Implementer.
The e-mail notification contains an embedded hyperlink to the CM ticket.
To submit the CM ticket, click SUBMIT.
Oracle Mission Critical Support Portal performs the following actions on the CM ticket you created:
Saves the CM ticket in the database.
Adds the name of the submitter and the submission date to the CM ticket.
Assigns an ID to the CM ticket.
Advances the CM ticket to the next step in the work flow.
Notifies the following parties:
Change Implementers
Change Owner
Change Requester
E-mail Subscriber List
The e-mail notification contains an embedded hyperlink to the CM ticket.
Use this procedure to search for CM tickets. The displayed results depend on your role within Oracle Mission Critical Support Portal.
To search for a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Search CM Ticket.
The Search CM Ticket page appears similar to Figure 5-1.
From the Search CM Ticket page, you can use any of the following criteria to search for a CM ticket:
| Search Criteria | Description |
|---|---|
| Ticket ID | CM ticket ID |
| Related ID | Related Incident ticket ID if applicable |
| External ID | Reference ticket ID from an external ticketing system |
| CI Name | Name of a CI associated the CM ticket |
| Date Type | From the Date Type list, select the type of date by which you want to search. |
| Time Frame | Select a predefined time period within to search. |
| Begin Date | Use the Calendar icon to select a start date to create a time period within which to search.
Note: The Begin Date is available only when you select Custom from the Time Frame list. |
| End Date | Use the Calendar icon to select an end date for the time period within which to search.
Note: The End Date is available only when you select Custom from the Time Frame list. |
| Ticket Status | From the Ticket Status list, select the status of the CM ticket or select All to search for CM tickets of all status. |
| Recurring | From the Recurring list, select whether you want to search for recurring CM tickets, nonrecurring CM tickets, or both. |
| Implementer | Enter the name of the implementer to associate with the search. |
| Owner | From the Owner list, select the CM ticket owner that you want to associate with the search.
Note: If a user is set to Inactive, then that user will not appear in the list. For information about inactive users, see "Managing the Address Book". |
Click SEARCH.
The processing time for any search varies depending on the size of the data file being searched. To decrease processing time, narrow the search by using multiple search fields.
Oracle Mission Critical Support Portal displays the results in the Ticket Search Results table.
Re-sort the results by clicking the Ticket ID column or the Creation Date column.
To view a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Select a CM ticket to view using any of the following methods:
The Change Management page displays a list of CM tickets pending action from which you can choose. Click the ticket number or View.
Use the Search feature as described in "Searching Change Management Tickets". From the Ticket Search Results area, click the ticket number or View.
The CM ticket page appears with the selected CM ticket information.
Review the information on the CM ticket page as required.
Note:
If any of the CIs associated with the CM ticket are deleted since the ticket was created, then the CI name will have a line through its name. Click the callout icon beside the CI name to view the following information about the deleted CI:UUID
Name and deletion date
IP Addresses
Location
Customer Name
Service Provider Name
For information about deleting CIs, see "Using the CMS Browser".
Select the WorkLog tab from the top of the CM ticket page.
The WorkLog page appears.
Review the information on the Worklog page as required.
Select the Attachments tab from the top of the CM ticket page.
The Attachments page appears.
Review the attached files on the Attachment page as required.
Use this procedure to update a CM ticket. Information in a CM ticket is often revised during the life cycle of the CM ticket. Among other changes to a CM ticket, you can update the status for a CM ticket and log comments in your CM ticket to track its progress, add or delete CIs from a CM ticket, assign the CM ticket to an individual or group who will implement the change, schedule a CM ticket for implementation, and add attachments to the CM ticket.
Note:
Users with the appropriate permissions can select a CM ticket to update. When you select a CM ticket to update, Oracle Mission Critical Support Portal displays actions that you can perform on the CM ticket such as submit, approve, schedule and cancel.Some actions, such as approval, are restricted to specific user authorizations
To update a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Select a CM ticket to view using any of the following methods:
The Change Management page displays a list of CM tickets pending action from which you can choose, then click Update.
Use the Search feature as described in "Searching Change Management Tickets". From the Ticket Search Results area, click the ticket number or Update.
The Update CM ticket page appears.
Update the information on the Ticket Details subpage as required. For information about this page, see "Create a New Change Management Ticket".
Note:
If any of the CIs associated with the CM ticket are deleted since the ticket was created, then the CI name will have a line through its name. Click the bubble icon beside the CI name to view the following information about the deleted CI:UUID
Name and deletion date
IP Addresses
Location
Customer Name
Service Provider Name
For information about deleting CIs, see "Using the CMS Browser".
From the top of the CM ticket page, select the WorkLog tab.
The WorkLog page appears.
To add a worklog entry (available only to users with the appropriate permissions), do the following:
Select New Entry.
A free-text box appears.
Add your worklog entry in the text field as appropriate. The free text field enables you to track the progress of the CM ticket throughout its life cycle.
Click ADD to add your worklog entry to the CM ticket. If you receive any errors, make the necessary corrections, and then submit your entry again. After successfully adding your entry, Oracle Mission Critical Support Portal does the following:
Updates the CM ticket with your worklog entry
Displays your entry in the Worklog List at the bottom of the page
Notify the CM ticket's subscriber list and customer contact by e-mail.
If appropriate, add another worklog entry. You can create as many worklog entries as required.
After adding the worklog entries, click UPDATE.
From the top of the page, select the Attachments tab.
The Attachments page appears.
On the Attachments page, do the following:
Review the files that are displayed for the CM ticket. Click View to view the file.
If required, attach a file to the ticket. Click Add Files to attach a file to the CM ticket.
After reviewing the attached files, click UPDATE.
Use this procedure to assign an implementer to a CM ticket. A CM ticket may be implemented by either a service delivery engineer or an end-user.
Note:
The CM ticket assignment sends an automated e-mail to the appropriate service delivery approver, who must review and approve the CM ticket before it can be scheduled for implementation. If the ticket has been re-assigned to a new Change Implementer, then the system notifies both the former and current Implementers.To assign the CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
On the Change Management page, find the CM ticket you want to assign, then click Update.
The Update CM Ticket page displays.
Locate the Implemented By field, and if it set to Customer or Multiple Parties, then enter the name of the individual responsible for performing the implementation tasks.The individual does not have to be a registered user in OM Platform.
Once the appropriate assignment is made, click UPDATE.
At this point, the CM ticket is ready to be approved or scheduled for implementation depending on whether this CM ticket is implemented by the Oracle service delivery engineer or by the customer.
The action of assigning the CM ticket causes Oracle Mission Critical Support Portal to do the following:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the assignment entry.
If the CM ticket is implemented by the Oracle service delivery engineer, Oracle Mission Critical Support Portal updates the CM ticket status to Pending Approval and sends an e-mail notification to the assigned implementer. If the CM ticket is implemented by the customer or multiple parties, Oracle Mission Critical Support Portal updates the CM ticket status to Pending Scheduling.
The CM ticket is in Draft status, which means that the CM ticket has been created and saved, but not submitted. You can submit a CM ticket by selecting the CM ticket you want to submit and clicking Update. You must have the appropriate permissions to create and submit a CM ticket. In addition, you can submit a CM ticket only if you've entered valid information in all mandatory fields.
Note:
For Emergency CM tickets, you are required to enter the Related Incident Ticket ID on the CM ticket page before you can successfully submit the CM ticket.To submit a CM ticket:
Log in to the Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Locate the CM ticket you want to submit (look for tickets with the status set to Draft); then click Update.
The Update CM Ticket page appears.
Ensure that information required to process the CM ticket is entered for the CM ticket. For information about the mandatory fields and valid data required to submit the CM ticket, see "Creating Change Management Tickets".
Click SUBMIT.
The Change Management application initiates the Submit work flow. After you submit the CM ticket, correct any errors that are displayed by the submit workflow. If necessary, resubmit the CM ticket.
The action of submitting a CM ticket causes the system to:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Add the Submitter Name and Date to the CM ticket.
Assign an ID to the CM ticket.
Notify the following: Change Implementer(s), Change Owner, Change Requester and E-mail Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it.
Advance the CM ticket to the next step in the work flow.
Use this procedure to schedule a CM ticket for automatic implementation. CM tickets can be scheduled to start either automatically by the system or manually by clicking the Start action button. Changes are scheduled for automatic implementation to accommodate business needs or resource constraints; on the other hand you may need to manually start an implementation immediately for an emergency CM ticket.
You may also schedule CM tickets for automatic implementation to occur on a regular basis (recurring CM ticket). You can create a recurring CM ticket to implement repetitive and planned tasks, such as backups and regular reboots, on configuration items. You can specify an hourly, daily or weekly change recurring period.
Note:
You must have the appropriate permissions to schedule a CM ticket.Before you begin:
To schedule the CM ticket, the ticket must be in the Pending Scheduling status.
If the CM ticket is implemented by the Oracle service delivery engineer, then the service delivery engineer must review and approve the change before it can be scheduled.
To schedule a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Locate the CM ticket you want to schedule (look for CM tickets with the status set to Pending Scheduling); then click Update.
The Update CM Ticket page appears.
Make sure the CM ticket has been assigned to a service queue and/or person responsible for the individual implementation steps. (The CM ticket must be assigned before you can schedule it). For more information, see "Assigning Change Management Ticket".
In the Change Information area, specify whether to filter events for the impacted Configuration Items by selecting Filter.
During the change window specified, CM tickets with filtering selected will cause all events associated with the affected CIs to be filtered from reaching the Event Manager screens. When the work is completed, the support engineer may either manually set the CM ticket status to Completed or the system sets it to Completed when the scheduled duration time is reached. Once in a Completed status, all events are again shown on the Event Manager console screens.
In the Scheduling area, enter the information that is needed to set the implementation schedule for the CM ticket.
Set Recurring to either Yes or No depending on whether the CM ticket requires recurring maintenance.
You can create a recurring CM ticket to implement repetitive and planned tasks, such as backups and regular reboots, on configuration items.
If you indicate that the CM ticket is recurring, then Oracle Mission Critical Support Portal filters alerts for the specified CIs.
Note that the status for recurring CM tickets alternates between WIP and Scheduled until the final scheduled implementation task is completed.
In the Scheduled Start Date field, click the Calendar icon beside the Start Date field.
In the Calendar window, specify the date you want to start implementing the CM ticket; then click Apply.
In the Scheduled Duration field, enter the duration for implementing the CM ticket by typing a numeric value and then selecting the time unit from the drop-down window in minutes, hours, or days. NOTE: You may set the Scheduled Duration to 0 (zero).
Click Schedule when you are satisfied with the schedule.
Oracle Mission Critical Support Portal performs the following:
Set the CM ticket status to Scheduled
Oracle Mission Critical Support Portal waits for start date specified in the Scheduled Start Date field. Once the start date is reached, the CM ticket status is automatically changed to WIP for the duration specified in Scheduled Duration field. After the specified duration, the CM status is automatically changed to Completed. During the WIP period, you may edit the CM ticket and manually change the CM ticket status to Complete by clicking the Complete button.
Add a Worklog entry for scheduling.
Trigger the timer for implementation and update the Implementation Start and End Date fields with the actual start and complete time for the CM ticket. The fields are automatically populated by the system when the CM ticket status is updated to WIP and Completed; the fields cannot be edited.
Notify the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and E-mail Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it. Note: No notification is sent to the e-mail subscriber list for CM tickets scheduled as recurring.
Note:
When the CM ticket is scheduled, you may click START to start implementing the change ahead of the scheduled time. Oracle Mission Critical Support Portal changes the CM ticket status to WIP and adds an entry in the CM ticket Worklog. You can complete the CM ticket manually by clicking Complete.The following table provides useful information about scheduled CM tickets.
| Rescheduling a CM ticket | You can modify both the Scheduled Start Time and Duration period for a scheduled CM ticket.
Note: The Scheduled Start Date cannot be modified once the CM ticket moves to the WIP status. |
| Completing a Recurring CM ticket between iterations | You can modify the end date and time to the current time. Click the Save button once you've updated the time period. |
| Updating the Scheduled Start Date | You can set the Scheduled Start Date to a date that is either in the future or to a time that has already past.
Setting the Scheduled Start Date to a Future time: If you set the Scheduled Start Date to a future time; then CM ticket status remains in the Scheduled status until the implementation period is reached. Setting the Scheduled Start Time to a Past time: If you modify the Scheduled Start Date to a past time, and then click the Save button, the system changes the CM ticket status to either WIP or Completed depending on whether the duration period has been reached. For example:
|
| Updating the Scheduled Duration Period | You can update the Scheduled Duration period while the ticket is in the WIP status. You may also choose to set the Scheduled Duration to 0 (zero).
Click the Save button once you've updated the Scheduled Duration period. The system will do the following:
|
Note:
You must have the appropriate permissions to approve a CM ticket.Use this procedure to review and approve a CM ticket that will be implemented by the service delivery engineer. An approval process helps to ensure that your proposed actions are in tune with company or department strategy, and entitled based on contract with the customer. The Change Management service application provides a structured, process-oriented workflow for approving a CM ticket.
A CM ticket must be approved if the party responsible for a CM ticket's individual implementation steps, including building and testing the change, is the service delivery engineer. For example, if you select Service Provider in the CM ticket's Implemented By field, then the CM ticket must be approved before it can be scheduled. In addition, a CM ticket must be in the Pending Approval status before it can be Approved. Once approval occurs, the CM ticket is then an Approved CM ticket and can be scheduled.
Note:
After you approve a CM ticket, you cannot edit some of the ticket information such as Description, Reason For Change, and Filter.To approve a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
On the Change Management page, find the CM ticket you want to approve (look for CM tickets with the status set to Pending Approval); then click Update.
The Update CM Ticket page displays.
On the Update CM Ticket page, review the details for the CM ticket and then do one of the following:
Select APPROVE to approve the CM ticket. The action of approving a CM ticket causes Oracle Mission Critical Support Portal to do the following:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the approval action and name of the user who approved the CM ticket.
Notify the following: Change Implementer(s), Change Owner, Change Approver, and Email Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it.
Advance the CM ticket to the Pending Scheduling status. When you click Approve, the Change Management service application starts the Approve work flow. Correct any error conditions indicated by the workflow, and then approve the CM ticket again, if needed. After you successfully approve the CM ticket, it status will be PENDING SCHEDULING.
Select REJECT. The action of rejecting a CM ticket causes the system to:
Save the CM ticket in the database
Update the CM ticket Worklog with the reject action and name of the user who rejected the ticket
Notify the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and Email Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it
Reverts the CM ticket back to the Draft status
A CM ticket can be started either automatically by the system or manually by selecting the Start action button. You use the Start action for CM tickets that need to be started immediately, such as Emergency CM tickets.
After a CM ticket is scheduled, you may click the Start button to start implementing the change ahead of the scheduled time; otherwise the system automatically starts the implementation once the Start Date scheduled for a CM ticket is reached.
Note:
You cannot use the Start action on a recurring CM ticket. Recurring CM tickets must always be scheduled.Before you begin:
The CM ticket must be in the Scheduled status before you can Start the work period for a CM ticket.
Make sure you have the appropriate permissions to start a CM ticket.
To manually start a CM ticket:
Note:
Before you can manually start the CM ticket, you must make sure to enter valid values in the start date and time fields as well as the Schedule Duration field. Please note that if you manually start a CM ticket, the system will start the duration timer and follow the duration value as specified in the Scheduled Duration field.Log in to Oracle Mission Critical Support Portal and navigate to the Change menu. The system displays the Change Management page.
On the Change Management page, find the CM ticket you want to start implementing (look for CM tickets with the status set to Scheduled); then click Update. The Update CM Ticket page displays.
On the Update CM Ticket page, ensure that the CM ticket has been assigned to a service queue and/or person responsible for the individual implementation steps. (The CM ticket must be assigned before you can schedule it):
If the Implementer Queue field is displayed, select the service queue responsible for the individual implementation steps.
In the Implementer field, type the name of the individual responsible for performing the implementation tasks.
In the Scheduling area, make sure the CM ticket has been scheduled:
In the Scheduled Start Date field, click the Calendar icon beside the Start Date field. The system displays the Calendar pop-up window.
In the Calendar window, specify the date you want to start implementing the change request; then click Apply.
In the Scheduled Duration field, enter the duration for implementing the change by typing a numeric value and then selecting the time unit from the drop-down window in minutes, hours, or days. NOTE: You may set the Scheduled Duration to 0 (zero).
Click the Start button to start implementing the change ahead of the scheduled time. When you click Start, the Change Management service application initiates the Start work flow. If you receive any errors, make the necessary corrections, and then start the CM ticket. After successfully starting the CM ticket, its status will change to WIP.
The action of starting a CM ticket causes the system to:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the name of the user who started the CM ticket.
Advance the CM ticket to the WIP status.
Notify the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and E-mail Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it. Note: No notification is sent to the email subscriber list for CM tickets scheduled as recurring.
Note:
You may manually complete the CM ticket before the scheduled end time by clicking the Complete button.CM tickets can be completed either automatically by the system or manually by selecting COMPLETE. A CM ticket must be in the WIP status before you can Complete the work period for a CM ticket. Once a CM ticket is being worked on, you may click COMPLETE to complete the work for a CM ticket ahead of the scheduled end time; otherwise the system automatically completes the implementation once the End Date scheduled for a CM ticket is reached.
Note:
You must have the appropriate permissions to complete a CM ticket.To manually complete a CM ticket:
Log in to Oracle Mission Critical Support Portal and navigate to the Change menu. The system displays the Change Management page.
On the Change Management page, find the CM ticket for which you want to complete implementation (look for CM tickets with the status set to WIP); then click Update. The Update CM Ticket page displays.
On the Update CM Ticket page, select the Complete action button.
When you click Complete, the Change Management service application initiates the Complete work flow. If you receive any errors, make the necessary corrections, and then complete the CM ticket. After successfully completing the CM ticket, its status will change to Completed.
Note:
For recurring CM tickets, Oracle Mission Critical Support Portal displays a message, informing you that completing this CM ticket completes the CM ticket permanently.The action of completing a CM ticket causes the system to:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the name of the user who completed the CM ticket.
Advance the CM ticket to the Complete status.
Notify the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and E-mail Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it.
CM Tickets can be closed either automatically by the system or manually by selecting the Close action button. A CM ticket must be in the Completed status before it can be Closed. In addition, if a post implementation review is required, you must wait to close the CM ticket until after the post implementation review is completed. Once a CM ticket is completed, you may click the Close button to close the CM ticket; otherwise the system automatically closes the CM ticket once its timestamp reaches 24 hours in the Completed status. Wherever possible, you should always close a CM ticket when work is complete.
Note:
You must have the appropriate permissions to close a CM ticket.To manually close a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Locate the CM ticket you want to close (look for CM tickets with the status set to Completed), then click Update.
The Update CM Ticket page appears.
Click CLOSE TICKET.
When you click CLOSE TICKET, the Change Management application starts the Close work flow. If you receive any errors, make necessary corrections, and then close the CM ticket. After successfully closing the CM ticket, its status will change to CLOSED.
The action of closing a CM ticket causes the Oracle Mission Critical Support Portal to:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the name of the user who closed the CM ticket.
Advance the CM ticket to the Closed status.
Note:
You cannot reopen or edit a Closed CM ticket.You can cancel a CM ticket anytime before its status is set to Completed. You cancel a CM ticket by selecting the CM ticket you want to cancel and clicking the Cancel action button. You must have the appropriate permissions to cancel a CM ticket.
Note:
You can cancel a recurring CM ticket anytime before its first WIP iteration or during the Schedule status of each iterative period.To cancel a CM ticket:
Log in to Oracle Mission Critical Support Portal.
The Dashboard page appears.
From the Change menu, select Change.
The Change Management page appears.
Locate the CM ticket you want to cancel (look for CM tickets with the status set to Draft, Pending Approval, Pending Scheduling, Scheduled, or WIP); then click Update. The Update CM Ticket page displays.
On the Update CM Ticket page, select CANCEL.
In the Cancel Change Ticket window, provide a reason for canceling the CM ticket, then click CANCEL REQUEST to cancel the CM ticket.
The Change Management service application starts the Cancel work flow. If you receive any errors, make necessary corrections, and then cancel the CM ticket. After successfully canceling the CM ticket, its status will change to CANCELED.
The action of canceling a CM ticket causes Oracle Mission Critical Support Portal to:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the reason for the canceled ticket and the name of the user who canceled the CM ticket.
Update the CM ticket status to Canceled.
Notify the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and E-mail Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it.
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