This section describes how to assign a contact to CIs, CI Groups, or directly at the customer level for your customer organizations.
Oracle Advanced Support Platform supports two types of contact lists:
System Defined Lists - Built in contact lists used internally by Oracle Advanced Support Platform, including the e-mail subscriber list for incident management.
The following table shows all system defined lists:
| List | Members receive an e-mail... |
|---|---|
| CAB Member | Because they are members of the Change Approval Board (CAB) |
| CM E-Mail Subscriber | For each action on a CM ticket |
| Escalation | When an Incident ticket is escalated |
| IM E-Mail Subscriber | For each action on an Incident ticket |
| IM Local Language Email Subscriber | When a local language note is added to an Incident ticket |
| IMNOTIF | When a service level agreement (SLA) violation occurs |
| NotificationFoot 1 | To satisfy the service delivery SLA notification commitment |
| PM E-Mail Subscriber | For each action on a problem management (PM) ticket |
| Remediation | Because the user has agreed to accept IM ticket ownership for customer-managed components |
| Service Interrupt | For each action on a service interrupt Incident ticket |
Footnote 1 Required assigment for all customers
User Defined - Customized contact lists that are specific for your service delivery organization.
Note:
Only users with appropriate permissions are allowed to manage the Contact List Assignments for their customer organizations.To manage contact list assignments:
Log in to Oracle Advanced Support Platform.
The Oracle Advanced Support Platform Home page appears.
Click Advanced Monitoring.
The Advanced Monitoring page appears.
From the Contacts and Contracts tab, select Contact List Assignments.
The Contact List Assignments page reappears.
From the Customer list, select the required customer organization.
For the selected customer, you can perform the following tasks:
To create a contact list assignment for the selected organization:
From the Contact List Type list, select the type of contact list:
System Defined - Built in contact lists used internally by Oracle Advanced Support Platform.
User Defined - Contact lists that are specific for your service delivery organization.
The User Profile page appears.
From the Contact List list, select a contact list.
To create a contact for the customer organization as follows:
Click For Customer.
The Customer area expands.
Click Add Member.
From the Contact list, select the contact to be assigned.
If ranking is allowed for the specified contact list, select the appropriate value from the Rank list.
Click Add Member.
The new contact appears in the list of contacts.
To create a contact for CI Group:
Click For CI Group.
The CI Group area expands.
Click Add Member.
From the Contact list, select the contact to be assigned.
From the CI Group list, select the required CI group.
If ranking is allowed for the specified contact list, select the appropriate value from the Rank list.
Click Add Member.
The new contact appears in the list of contacts.
To create a contact for a specific CI:
Click For Configuration Item.
The For Configuration Item area expands.
Click Add Member.
From the Contact list, select the contact to be assigned.
If ranking is allowed for the specified contact list, select the appropriate value from the Rank list.
Click Add Configuration Items. The Add CI window appears, providing the following views:
- Column View - Click Show Columns View if required, then select the required CIs using the filter lists.
- Group View - Click Show Group View to display groups. Select a group from the Smart Groups or Static Groups list.
Click Add Selected, then click Submit.
Click Add Member.
The new contact appears in the list of contacts.
To remove a contact list assignment:
In the Contact List Assignments page for the selected customer organization, click Remove beside the contact assignment that you want to remove.
When prompted, click OK to confirm the deletion.
The Contact List Assignments page reappears, without the deleted contact assignment.
Use this procedure to view contact list assignments for the selected customer:
Log in to Oracle Advanced Support Platform.
The Oracle Advanced Support Platform Home page appears.
Click Advanced Monitoring.
The Advanced Monitoring page appears.
From the Contacts and Contracts tab, select Contact List Assignments.
The Contact List Assignments page reappears.
From the Customer list, select the required customer organization.
You can review all assignments for all contact lists configured, including contact list name, scope, CI/CI Group, and Ranking.
Note:
Only users with appropriate permissions are allowed to view the contact assignments for their customer organizations.