Searching Incident Tickets

Use this procedure to search for open Incident Tickets. The fields displayed on the Search Incident Ticket page depend on the authorization associated with your Oracle Advanced Monitoring and Resolution login.

To search for incident tickets:

1. Log in to Oracle Advanced Monitoring and Resolution.

   The Oracle Advanced Monitoring and Resolution Home appears.

2. On the Advanced Monitoring tab, select Search IM Ticket from the Incident menu.

   The Search IM Ticket page appears similar to Figure 4-1.

   Figure 4-1 Search IM Ticket Page

   
   

3. Use any of the following criteria to search for an Incident Ticket:

   Search Criteria	Description
   Ticket ID	The Incident Ticket ID
   Ticket Summary	The Incident Ticket summary
   Ticket External Ref ID	The reference ticket ID from an external ticketing system
   CI Name	The name of the CI associated with the Incident Ticket
   Use Time Frame	Select Use Time Frame if you want to search within a predefined time period, such as the last 24 hours.
   Creation Date (Start)	Use the calendar icon to select a start date to create a time period within to search. Note: This field is unavailable if you select Use Time Frame.
   Creation Date (End)	Use the calendar icon to select a end date for a time period within to search. Note: This field is unavailable if you select Use Time Frame
   Time Frame	Select a predefined time period within to search. Note: This field is available only if you select Use Time Frame
   Ticket Status	From the Ticket Status area, you can refine the search to select specific ticket status: Cancelled Closed Draft On Hold Pending Assignment Resolved WIP
   Ticket Severity	From the Ticket Severity area, you can refine the search to select tickets with specific severities.
   Service Interruption	The service interruption
   Ticket Tag	Select any tags that you want to associate with the search.

   
   

4. Select Search IM Ticket.

   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.

5. Oracle Advanced Monitoring and Resolution displays the results in the Ticket Search Results table. Re-sort the data by clicking any column heading.