Searching Change Management Tickets

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

To search for a CM ticket:

  1. Log in to Oracle Advanced Support Platform.

    The Oracle Advanced Support Platform Home appears.

  2. Click Advanced Monitoring.

    The Advanced Monitoring page appears.

  3. From the Change tab, select Search CM Ticket.

    The Search CM Ticket page appears similar to Figure 7-1.

    Figure 7-1 Search CM Ticket Page

    search_cm

  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, contact your Oracle Support representative.

  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 Platform displays the results in the Ticket Search Results table. You can choose to display 5, 10, 20, 30, 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.