Searching Change Management Tickets

Use this procedure to search for CM tickets. The displayed results depend on your role within Oracle Advanced Monitoring and Resolution.

To search for a CM ticket:

1. Log in to Oracle Advanced Monitoring and Resolution.

   The Oracle Advanced Monitoring and Resolution Home appears.

2. Click the Advanced Monitoring tab.

   The Advanced Monitoring page appears.

3. From the Change menu, select Search CM Ticket.

   The Search CM Ticket page appears similar to Figure 5-1.

   Figure 5-1 Search CM Ticket Page

   
   

4. 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 the Mission Critical Support Platform Customer User Administrator Guide.

   
   

5. 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 Advanced Monitoring and Resolution displays the results in the Ticket Search Results table.

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