Scheduling Change Management Tickets

Use this procedure to schedule a CM ticket for automatic implementation. CM tickets can be scheduled to start either automatically by the system or manually by clicking the Start action button. Changes are scheduled for automatic implementation to accommodate business needs or resource constraints; on the other hand you may need to manually start an implementation immediately for an emergency CM ticket.

You may also schedule CM tickets for automatic implementation to occur on a regular basis (recurring CM ticket). You can create a recurring CM ticket to implement repetitive and planned tasks, such as backups and regular reboots, on configuration items. You can specify an hourly, daily or weekly change recurring period.

Note:

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

Before you begin:

To schedule the CM ticket, the ticket must be in the Pending Scheduling status.
If the CM ticket is implemented by the Oracle service delivery engineer, then the service delivery engineer must review and approve the change before it can be scheduled.

To schedule a CM ticket:

Log in to Oracle Advanced Support Platform.

The Oracle Advanced Support Platform Home appears.
Click Advanced Monitoring.

The Advanced Monitoring page appears.
Click the Change tab.

The Change Management page appears.
Locate the CM ticket you want to schedule (look for CM tickets with the status set to Pending Scheduling); then click Update.

The Update CM Ticket page appears.
Make sure the CM ticket has been assigned to a service queue and/or person responsible for the individual implementation steps. (The CM ticket must be assigned before you can schedule it). For more information, see Assigning Change Management Tickets.
In the Change Information area, specify whether to filter events for the impacted Configuration Items by selecting Filter.

During the change window specified, CM tickets with filtering selected will cause all events associated with the affected CIs to be filtered from reaching the Event Manager screens. When the work is completed, the support engineer may either manually set the CM ticket status to Completed or the system sets it to Completed when the scheduled duration time is reached. Once in a Completed status, all events are again shown on the Event Manager console screens.
In the Scheduling area, enter the information that is needed to set the implementation schedule for the CM ticket.
1. Set Recurring to either Yes or No depending on whether the CM ticket requires recurring maintenance.
  
  You can create a recurring CM ticket to implement repetitive and planned tasks, such as backups and regular reboots, on configuration items.
  
  If you indicate that the CM ticket is recurring, then Oracle Advanced Support Platform filters alerts for the specified CIs.
  
  Note that the status for recurring CM tickets alternates between WIP and Scheduled until the final scheduled implementation task is completed.
2. In the Scheduled Start Date field, click the Calendar icon beside the Start Date field.
3. In the Calendar window, specify the date you want to start implementing the CM ticket; then click Apply.
4. In the Scheduled Duration field, enter the duration for implementing the CM ticket by typing a numeric value and then selecting the time unit from the drop-down window in minutes, hours, or days. NOTE: You may set the Scheduled Duration to 0 (zero).
5. Click Schedule when you are satisfied with the schedule.
  
  Oracle Advanced Support Platform performs the following:
  - Set the CM ticket status to Scheduled
    
    Oracle Advanced Support Platform waits for start date specified in the Scheduled Start Date field. Once the start date is reached, the CM ticket status is automatically changed to WIP for the duration specified in Scheduled Duration field. After the specified duration, the CM status is automatically changed to Completed. During the WIP period, you may edit the CM ticket and manually change the CM ticket status to Complete by clicking the Complete button.
  - Add a Worklog entry for scheduling.
  - Trigger the timer for implementation and update the Implementation Start and End Date fields with the actual start and complete time for the CM ticket. The fields are automatically populated by the system when the CM ticket status is updated to WIP and Completed; the fields cannot be edited.
  - Notify the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and E-mail Subscriber List. The e-mail notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it. Note: No notification is sent to the e-mail subscriber list for CM tickets scheduled as recurring.
  Note:
  When the CM ticket is scheduled, you may click START to start implementing the change ahead of the scheduled time. Oracle Advanced Support Platform changes the CM ticket status to WIP and adds an entry in the CM ticket Worklog. You can complete the CM ticket manually by clicking Complete.

Useful Information

The following table provides useful information about scheduled CM tickets.

Rescheduling a CM ticket	You can modify both the Scheduled Start Time and Duration period for a scheduled CM ticket. Note: The Scheduled Start Date cannot be modified once the CM ticket moves to the WIP status.
Completing a Recurring CM ticket between iterations	You can modify the end date and time to the current time. Click the Save button once you've updated the time period.
Updating the Scheduled Start Date	You can set the Scheduled Start Date to a date that is either in the future or to a time that has already past. Setting the Scheduled Start Date to a Future time: If you set the Scheduled Start Date to a future time; then CM ticket status remains in the Scheduled status until the implementation period is reached. Setting the Scheduled Start Time to a Past time: If you modify the Scheduled Start Date to a past time, and then click the Save button, the system changes the CM ticket status to either WIP or Completed depending on whether the duration period has been reached. For example: If you modify the Scheduled Start Date to a past time, but the Duration period has not yet been reached; then the system sets the CM ticket status to WIP. The Implementation Start Date is automatically populated to the current time and the implementation End Date is left blank as it is still waiting for the CM ticket to complete. If you modify the Scheduled Start Date to a past time, and the Duration period has been reached; then system changes the CM ticket status to Completed and populates the implementation Start Date and End Date with the completed time.
Updating the Scheduled Duration Period	You can update the Scheduled Duration period while the ticket is in the WIP status. You may also choose to set the Scheduled Duration to 0 (zero). Click the Save button once you've updated the Scheduled Duration period. The system will do the following: If the Implementation Start Time AND the new Scheduled Duration period is reached, then the system updates the CM ticket status to Completed and adds an entry in the Worklog for the completed CM ticket. If the Implementation Start Time AND the new Scheduled Duration period is not reached, then the CM ticket remains in the WIP status. The system moves the CM ticket to the Completed status once the new Scheduled Duration period is reached. You can choose to manually move the CM ticket to the Completed status at any time by clicking the Complete button.