Approving Change Management Ticket

Note:

You must have the appropriate privileges 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:

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. 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.

5. On the Update CM Ticket page, review the details for the CM ticket and then do one of the following:

   1. Select APPROVE to approve the CM ticket. The action of approving a CM ticket causes Oracle Advanced Monitoring and Resolution 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 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 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.

   2. 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 Mail 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