4 Using Incident Management

This chapter covers the following areas.

• About Incident Ticket Management

• Searching Incident Tickets

• Viewing Incident Tickets

About Incident Ticket Management

When service impacting events occur in an IT environment and require intervention and communication, Oracle Mission Critical Support Platform captures and manages this data within the Incident Management. Incident Management enables a service delivery user to create, route, update, resolve, and close incident tickets. In addition, all incident tickets created from Event Management are available in Incident Ticket Management.

Ticket Management Dependencies

You can access Incident Ticket Management through Oracle Mission Critical Support Portal and use it to identify faults in the IT infrastructure. The effective management of incidents is a complex process that requires interaction with many other service management functions, most notably the Change Management and Knowledge Management services. This integration enables you to effectively resolve incidents by rapidly pinpointing their sources and providing controlled implementation of required changes.

Incidents and Change Management

The Change Management service assists Incident Management by:

• Providing information about current and future change activity, as well as change history

• Providing controlled implementation of changes

• Providing up-to-date information to customers on progress of change

For example, a request for change (RFC) may be raised to modify the system by resolving the known error identified by the Incident Management service.

Incidents and Configuration Item Management

The Configuration Item Management service assists Incident Management by:

• Providing valuable information about how much of the IT infrastructure is affected

• Providing up-to-date information on customers, owner and status of Configuration Items (CI)

• Assisting with identification of incidents of similar CI type

Searching Incident Tickets

Use this procedure to search for open Incident Tickets. The fields displayed on the Search Incident Ticket page depend on the authorization associated with your Oracle Mission Critical Support Portal login.

To search for incident tickets:

1. Log in to Oracle Mission Critical Support Portal.

   The Dashboard page appears.

2. From the Incident menu, select Search IM Ticket.

   The Search IM Ticket page appears similar to Figure 4-1.

   Figure 4-1 Search IM Ticket Page

   
   

3. Use any of the following criteria to search for an Incident Ticket:

   Search Criteria	Description
   Ticket ID	The Incident Ticket ID
   Ticket Summary	The Incident Ticket summary
   Ticket External Ref ID	The reference ticket ID from an external ticketing system
   CI Name	The name of the CI associated with the Incident Ticket
   Use Time Frame	Select Use Time Frame if you want to search within a predefined time period, such as the last 24 hours.
   Creation Date (Start)	Use the calendar icon to select a start date to create a time period within to search. Note: This field is unavailable if you select Use Time Frame.
   Creation Date (End)	Use the calendar icon to select a end date for a time period within to search. Note: This field is unavailable if you select Use Time Frame
   Time Frame	Select a predefined time period within to search. Note: This field is available only if you select Use Time Frame
   Ticket Status	From the Ticket Status area, you can refine the search to select specific ticket status: Cancelled Closed Draft On Hold Pending Assignment Resolved WIP
   Ticket Severity	From the Ticket Severity area, you can refine the search to select tickets with specific severities.
   Service Interruption	The service interruption
   Ticket Tag	Select any tags that you want to associate with the search.

   
   

4. Select Search IM Ticket.

   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.

5. Oracle Mission Critical Support Portal displays the results in the Ticket Search Results table. Re-sort the data by clicking any column heading.

Viewing Incident Tickets

Use this procedure to view an Incident Ticket.

1. Log in to Oracle Mission Critical Support Portal.

   The Dashboard page appears.

2. From the Dashboard page, select Search IM Tickets from the Incident menu.

   The Search IM Ticket page appears.

3. From the Search IM Ticket page, search for Incident tickets as described in "Searching Incident Tickets".

4. To view an Incident Ticket, locate the Incident Ticket, then click View.

   The View IM Ticket page appears for the selected Incident Ticket with the WorkLog subpage open.

5. Review the information on the View IM Ticket page as required.

6. Select the following subpages and review the related information.

   • Ticket Detail

   • Eventlog

   • Attachments