Searching Problem Management Tickets

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

To search for a PM 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 Problem tab, select Search PM Tickets.

    The Search PM Ticket page appears similar to Figure 8-1, depending on your privileges.

    Figure 8-1 Search PM Ticket Page

    pm

  4. From the Search PM Ticket page, you can use any of the following criteria to search for a PM Ticket:

    Search Criteria Description
    Ticket ID PM Ticket ID.
    Summary PM Ticket summary.
    Priority Priority of PM tickets
    Classification List of PM Ticket classifications
    Related External ID Reference ticket ID from an external ticketing system.
    Related Incident ID Related Incident ticket ID if applicable.

    Note: You must have appropriate privileges to view this option.
    Date Type From the Date Type list, select the type of date by which you want to search.
    Time Frame Select a predefined time period within to search.
    Begin Time Use the Calendar icon to select a start date to create a time period within which to search.
    End Time Use the Calendar icon to select an end date for the time period within which to search.
    Geo List of geos
    Customer List of customers for the selected geo
    Owner List of owners for the selected customer.
    Implementer Name of the implementer
    Ticket Status Select the status of the PM Ticket from the list or additionally select one of the following:

    • All to search for PM Tickets with all statuses.

    • All Working to search for PM Tickets with all statuses except Closed.

  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 10, 25, 50, or 100 tickets per page. 10 tickets per page is the default

  6. Re-sort the results by clicking the Ticket ID, Owner, Customer, or Creation Date columns.