Closing a Change Management Ticket

CM Tickets can be closed either automatically by the system or manually by selecting the Close action button. A CM ticket must be in the Completed status before it can be Closed. In addition, if a post implementation review is required, you must wait to close the CM ticket until after the post implementation review is completed. Once a CM ticket is completed, you may click the Close button to close the CM ticket; otherwise the system automatically closes the CM ticket once its timestamp reaches 24 hours in the Completed status. Wherever possible, you should always close a CM ticket when work is complete.

Note:

You must have the appropriate privileges to close a CM ticket.

To manually close 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. Locate the CM ticket you want to close (look for CM tickets with the status set to Completed), then click Update.

   The Update CM Ticket page appears.

5. Click CLOSE TICKET.

   When you click CLOSE TICKET, the Change Management application starts the Close work flow. If you receive any errors, make necessary corrections, and then close the CM ticket. After successfully closing the CM ticket, its status will change to CLOSED.

6. The action of closing a CM ticket causes the Oracle Advanced Monitoring and Resolution to:

   • Check that all mandatory fields are populated with valid data.

   • Save the CM ticket in the database.

   • Update the CM ticket Worklog with the name of the user who closed the CM ticket.

   • Advance the CM ticket to the Closed status.

     Note:

     You cannot reopen or edit a Closed CM ticket.