Creating Incident Tickets

Use this procedure to create an Incident Ticket manually. Create an Incident Ticket to document a deviation from an expected standard of operation. After creating the Incident Ticket, you can investigate potential solutions. When you have identified a solution, you can record it on the incident. If resolving the incident involves creating a problem or work order you can create it directly from the Incident Ticket. You can also specify the target configuration items (CIs) that are impacted by the incident.

Note:

You must be a service delivery engineer to create an Incident Ticket manually.

Sources such as Oracle Advanced Support Platform or an event generated from the Event Management system or external applications can generate Incident Tickets automatically.

To create an Incident 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 Incident tab, select Create IM Tickets.

   The Create IM Ticket page appears.

4. On the Create IM Ticket page, define the following information in the Details area:

   1. From the Customer list, select the customer organization for which the Incident Ticket is being created.

   2. In the MOS SR IDs field, optionally enter mulitple My Oracle Support (MOS) service request (SR) numbers. This field uses free text.

   3. In the Ext Ref ID box, enter a ticket reference number created by a third-party ticketing system, if applicable.

   4. From the Severity list, select one of the following severities:

      - Customer site is unable to provide services critical to the customer's business, or a preventative action is required to avoid the customer site from becoming unable to provide service critical to the business of the customer. Immediate action is required to resolve the incident.

      - Customer site is functioning but impaired (for example, Web pages loading slowly or one of multiple, high-available systems are down).

      - Warnings triggered or back-end interruption of service, but no client disruption or impact to business.

      - Tuning: Indicates that the incident severity level must be reevaluated.

      Note:

      If the incident ticket is generated automatically from an event, Oracle Advanced Support Platform populates this field with the value selected by the Support Center engineer through the Event Manager console.

   5. View the Source to find out how the issue was reported, for example, through the Portal from an event generated by the Event Management system or through an external application. Oracle Advanced Support Platform populates this field automatically with the source specified as Portal when you manually create an Incident Ticket.

5. In the Description area, define the following information:

   1. In the Summary box, enter a summary of the incident. (Maximum of 80 alphanumeric characters).

      Note:

      If the incident ticket is generated from an event, Oracle Advanced Support Platform populates this field from information collected from the event summary. You can edit the summary detail.

   2. In the Description box, optionally enter a full description of the incident.

6. In the Configuration Items area, complete the following to add any CIs impacted by the Incident if required:

   1. Click Add.

      The Select CIs window appears. For information about selecting CIs, see Search and View Configuration Items.

7. From the Tags list, select tags to classify the Incident Ticket.

8. When you are finished creating an Incident Ticket, you have the following options:

   1. Click Save as Draft. Oracle Advanced Support Platform performs the following actions on the saved Incident Ticket:

      - Saves the ticket in the database.

      - Adds the creation date to the ticket.

      - Assigns an ID to the ticket.

      - Advances the ticket to Draft status.

   2. Click Submit. Oracle Advanced Support Platform performs the following actions on the Incident Ticket you submitted:

      - Assigns an ID to the ticket.

      - Creates an audit trail of all activities performed on the ticket.

      - Creates a Worklog entry for ticket creation

      - Notifies the customer by e-mail. The e-mail notification has an embedded hyperlink to the incident ticket.

      - Advances the ticket to Pending Assignment status. However, if you specified an owner, then the system advances the ticket to the WIP status.