This chapter describes how to manage accounts for customer users and customer user administrators (CUAs) in Oracle Advanced Support Platform.
Managing Contract Line Item Assignments
Managing Contact List Assignments
Contracts and Contacts provides the ability to manage association between contract line item and configuration item, contract line item is configured in Account Management. It also provides the ability to manage contact list, contact list assignments and contact assignments.
This section describes how to link configuration items (CIs) to contracts using line items in Oracle Advanced Support Platform.
Note:
You must have the appropriate permissions to manage contracts for your organization(s).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 Contracts.
The Contracts page appears.
From the Customer list, select the customer name.
The Contracts page, reappears, displaying all contracts associated with the selected customer.
Click View in the contract line.
The Contract Line Item page appears, displaying contract line details information and linked CIs.
On this page, you can:
Add a CI /CI Group: Click Add CI/CI Group, then select one or more CIs/CI Groups from the list that appear. Click Save. The Contract Line Item page reappears, displaying the added items.
Delete a CI/CI Group: Click Remove beside CI/CI Group you want to remove, then click OK to confirm the deletion.
This section describes how to manage contact lists in Oracle Advanced Support Platform.
Contact lists are used by specific processes (such as Incident Management and Change Management) to send notifications, task messages for approval, or informational messages to the designated contacts.
Note:
Only privileged service delivery users with appropriate permissions will manage Contact Lists for their organizations.To view contact lists:
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 Lists.
The Contact Lists page appears. This page lists all the Contact Lists created for your service delivery organization.
This section describes how to manage contact lists in Oracle Advanced Support Platform.
Contact lists are used by specific processes (such as Incident Management and Change Management) to send notifications, task messages for approval, or informational messages to the designated contacts.
Note:
Only users with appropriate permissions are allowed to manage contact lists for their customer organizations.To manage contact lists:
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 Lists.
The Contact Lists page appears. This page lists all the Contact Lists created for your service delivery organization.
From the Contact Lists page, you can perform the following actions:
To add a contact list:
From the Contact Lists page, click Add Contact List.
The Create Contact List page appears.
In the Name box, enter the Contact List name.
In the Description box, enter any useful information about the Contact List.
Select Ranking to provide users with the ability to prioritize the contact list.
Click Save.
To edit a contact list:
On the Contact Lists page, click Edit beside the contact list to be modified. The Edit Contact List page appears.
Modify the contact list as required then click Save:
In the Name box, enter the Contact List name.
In the Description box, enter any useful information about the Contact List.
Select Ranking to provide users with the ability to prioritize the contact list.
To delete a contact list:
On the Contact Lists page, click Remove beside the contact list to be modified.
Click OK in the Delete Confirmation window to confirm the deletion.
Note:
You cannot remove a contact list if it is used by a contact assignment. Before you delete the contact list, you must remove any contact assignments.For more information about contact list assignments, see Managing Contact List Assignments.
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 E-mail 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 assignment 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.