Contents

List of Figures

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Conventions

1 Overview

• About Oracle Advanced Support Platform
• About Oracle Advanced Support Platform Users
• About Certified and Supported Browsers
• Logging in to Oracle Advanced Support Platform
• About the Oracle Advanced Support Platform User Interface

2 Using the My Services Dashboard

• About the My Services Tab
• Viewing My Services
• Managing My Content
• Viewing My Contacts

3 Using Account Management

• Account Management for Customer Users
  • Viewing Users and Contacts
  • Viewing Groups
  • Customizing Your User Profile
• Account Management for Customer User Administrators (CUAs)
  • Managing Users and Contacts
  • Managing Groups
  • Managing Contact Lists
    • Add a Contact List
    • Edit a Contact List
    • Delete a Contact List
  • Managing Contact List Assignments
    • Create a Contact List Assignment
    • Remove a Contact List Assignments
    • Viewing Contact List Assignments
  • Customizing Your User Profile

4 Using Contracts and Contacts

• About Contracts and Contacts
• Managing Contract Line Item Assignments
• Viewing Contact Lists
• Managing Contact Lists
  • Add a Contact List
  • Edit a Contact List
  • Delete a Contact List
• Managing Contact List Assignments
  • Create a Contact List Assignment
  • Remove a Contact List Assignments
  • Viewing Contact List Assignments

5 Using Configuration Management System

• About Configuration Management System
  • Key Features and Benefits
  • CMS Dependencies
    • CMS and Incident Management
    • CMS and Change Management
  • CI Relationships
    • Implied/Contextual Relationships
    • Explicit Relationships
  • CMS Browser User Interface Overview
    • Filter Area
    • Filtered Results Table
• Using the CMS Browser
  • Search and View Configuration Items
  • Export CI Information to Spreadsheets
• About the Configuration Item Dashboard
  • Using the CI Tree
  • Viewing CI Parameters
  • Checking Production Readiness
  • Viewing Tickets
  • Viewing IP Addresses
  • Viewing Type of Service and Level of Service
  • Viewing the Properties of a CI
  • Viewing the Location of a CI
  • Viewing Vendor Support Contracts
  • Viewing Protocol Services
  • Viewing CI Groups
  • Viewing CI Attachments
  • Viewing CI Parents
• Viewing or Modifying CI Attributes
• Viewing CI Facilities
  • View a Facility
  • View Cages and Racks
• Viewing Vendor Support Contracts

6 Using Incident Management

• About Incident Ticket Management
  • Ticket Management Dependencies
    • Incidents and Change Management
    • Incidents and Configuration Item Management
• Searching Incident Tickets
• Viewing Incident Tickets
• Creating Incident Tickets
• Printing Incident Tickets

7 Using Change Management

• About Change Management
  • Example of Simple Recurring CM ticket
• Creating Change Management Tickets
  • Create a New Change Management Ticket
  • Clone a Change Management Ticket
• Searching Change Management Tickets
• Viewing Change Management Tickets
• Updating Change Management Tickets
• Assigning Change Management Tickets
• Submitting Change Management Tickets
• Scheduling Change Management Tickets
  • Useful Information
• Approving Change Management Tickets
• Creating and Managing an Approval Matrix
• Starting Change Management Tickets
• Completing Change Management Tickets
• Closing a Change Management Ticket
• Cancelling Change Management Ticket

8 Using Problem Management

• About Problem Management
• Searching Problem Management Tickets
• Viewing Problem Management Tickets

9 Using Summary Reporting

• Report List
• Generating Availability Reports
• Generating External Reports
• Viewing Reports
• Viewing Favorites
• Creating Subscriptions
• Viewing Subscription Summaries
  • View Reports from the Archive
• Creating SLA Reports

A Third Party Licenses

• htmlArea License (Based on BSD License)
• Spring Framework Project