Searching Change Management Tickets

Use this procedure to search for CM tickets. The displayed results depend on your role within Oracle Advanced Support Portal.

To search for a CM ticket:

1. Log in to Oracle Advanced Support Portal.

   The Oracle Advanced Support Portal 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 6-1.

   Figure 6-1 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 Incident 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
   CI Group Name	Name of a CI Group associated with the CM ticket
   Date Type	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	Select the status of the CM ticket or select All to search for CM tickets of all status.
   Recurring	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.
   Customer	Customer related to the CM ticket
   Owner	Select the CM ticket owner that you want to associate with the search. Note: This list is populated with all owners associated with the customer you selected. 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 Support Portal displays the results in the Ticket Search Results table. You can choose to display 10, 25, 50, or 100 tickets per page. 10 tickets per page is the default.

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