Updating Change Management Ticket

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 privileges can select a CM ticket to update. When you select a CM ticket to update, Oracle Advanced Monitoring and Resolution 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:

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 Change.

   The Change Management page appears.

4. 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.

5. 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.

6. From the top of the CM ticket page, select the WorkLog tab.

   The WorkLog page appears.

7. To add a worklog entry (available only to users with the appropriate privileges), do the following:

   1. Select New Entry.

      A free-text box appears.

   2. 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.

   3. 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 Advanced Monitoring and Resolution 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.

   4. If appropriate, add another worklog entry. You can create as many worklog entries as required.

   5. After adding the worklog entries, click UPDATE.

8. From the top of the page, select the Attachments tab.

   The Attachments page appears.

9. On the Attachments page, do the following:

   1. Review the files that are displayed for the CM ticket. Click View to view the file.

   2. If required, attach a file to the ticket. Click Add Files to attach a file to the CM ticket.

   3. After reviewing the attached files, click UPDATE.