6 Using Problem Management

This chapter covers the following topics:

• About Problem Management

• Searching Problem Management Tickets

• Viewing Problem Management Tickets

About Problem Management

Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a workaround or a permanent resolution has been identified.

The Problem Management process deals with the outcomes of Event, Incident, and Change Management. Its priority is to establish workarounds to minimize the impact of Incidents, and then to reduce the occurrence of the Incidents by systematically eliminating the causes. Problem Management feeds into Knowledge and Change Management with known errors and Requests for Change (RFC).

Searching Problem Management Tickets

Use this procedure to search for PM Tickets. The displayed results depend on your role within Oracle Mission Critical Support Portal.

To search for a PM Ticket:

1. Log in to Oracle Mission Critical Support Portal.

   The Dashboard page appears.

2. From the Problem menu, select Search PM Tickets.

   The Search PM Ticket page appears similar to Figure 6-1, depending on your permissions.

   Figure 6-1 Search PM Ticket Page

   
   

3. From the Search PM Ticket page, you can use any of the following criteria to search for a PM Ticket:

   Search Criteria	Description
   Ticket ID	PM Ticket ID
   Summary	PM Ticket summary
   Related External ID	Reference ticket ID from an external ticketing system
   Related Incident ID	Related Incident ticket ID if applicable. Note: You must have appropriate permissions to view this option.
   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 Time	Use the Calendar icon to select a start date to create a time period within which to search.
   End Time	Use the Calendar icon to select an end date for the time period within which to search.
   Priority	Priority of PM Ticket
   Ticket Status	From the Ticket Status list, select the status of the PM Ticket or select All to search for PM Tickets of all status.
   Resolution Code	Reason for resolving PM Ticket. Note: This option is available for tickets with a Resolved or Closed status only.

   
   

4. 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.

5. Re-sort the results by clicking the Ticket ID column or the Creation Date column.

Viewing Problem Management Tickets

To view a PM Ticket:

1. Log in to Oracle Mission Critical Support Portal.

   The Dashboard page appears.

2. From the Problem menu, select Problem.

   The Problem Management page appears.

   Note:

   Beside Refresh, click the orange arrow to export the displayed list of PM Tickets to Microsoft Excel or CSV files.

3. Select a PM Ticket to view using any of the following methods:

   • The Problem Management page displays a list of PM Tickets. Click the ticket number or View.

   • Use the Search feature as described in "Searching Problem Management Tickets". From the Ticket Search Results area, click the ticket number or View.

   The View PM Ticket page appears with the selected PM Ticket information.

4. Review the Ticket Details page as required.