Starting Change Management Tickets

A CM ticket can be started either automatically by the system or manually by selecting the Start action button. You use the Start action for CM tickets that need to be started immediately, such as Emergency CM tickets.

After a CM ticket is scheduled, you may click the Start button to start implementing the change ahead of the scheduled time; otherwise the system automatically starts the implementation once the Start Date scheduled for a CM ticket is reached.

Note:

You cannot use the Start action on a recurring CM ticket. Recurring CM tickets must always be scheduled.

Before you begin:

• The CM ticket must be in the Scheduled status before you can Start the work period for a CM ticket.

• Make sure you have the appropriate privileges to start a CM ticket.

To manually start a CM ticket:

Note:

Before you can manually start the CM ticket, you must make sure to enter valid values in the start date and time fields as well as the Schedule Duration field. Please note that if you manually start a CM ticket, the system will start the duration timer and follow the duration value as specified in the Scheduled Duration field.

1. Log in to Oracle Advanced Support Platform, click the Advanced Monitoring tab, then navigate to the Change menu. The system displays the Change Management page.

2. On the Change Management page, find the CM ticket you want to start implementing (look for CM tickets with the status set to Scheduled); then click Update. The Update CM Ticket page displays.

3. On the Update CM Ticket page, ensure that 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):

   1. If the Implementer Queue field is displayed, select the service queue responsible for the individual implementation steps.

   2. In the Implementer field, type the name of the individual responsible for performing the implementation tasks.

4. In the Scheduling area, make sure the CM ticket has been scheduled:

   1. In the Scheduled Start Date field, click the Calendar icon beside the Start Date field. The system displays the Calendar pop-up window.

   2. In the Calendar window, specify the date you want to start implementing the change request; then click Apply.

   3. In the Scheduled Duration field, enter the duration for implementing the change 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 the Start button to start implementing the change ahead of the scheduled time. When you click Start, the Change Management service application initiates the Start work flow. If you receive any errors, make the necessary corrections, and then start the CM ticket. After successfully starting the CM ticket, its status will change to WIP.

6. The action of starting a CM ticket causes the system to:

   • Check that all mandatory fields are populated with valid data.

   • Save the CM ticket in the database.

   • Update the CM ticket Worklog with the name of the user who started the CM ticket.

   • Advance the CM ticket to the WIP status.

   • 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:

     You may manually complete the CM ticket before the scheduled end time by clicking the Complete button.