8 Using Problem Management

This chapter describes problem management in Oracle Advanced Support Platform. It covers the following topics:

Note:

If you cannot see the Advanced Monitoring tab when you log in to Oracle Advanced Support Platform, contact your Oracle Advanced Support Platform customer user administrator.

About Problem Management

Problem Management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A problem is an unknown underlying cause of one or more incidents, and a known error is a problem that is successfully diagnosed and for which either a workaround or a permanent resolution has been identified.

The Problem Management process deals with the outcomes of Event, Incident, and Change Management. Its priority is to establish workarounds to minimize the impact of Incidents, and then to reduce the occurrence of the Incidents by systematically eliminating the causes. Problem Management feeds into Knowledge and Change Management with known errors and Requests for Change (RFC).

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. Note that you can click Printable Page to print the contents of this page.

Viewing Problem Management Tickets

To view 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. Click the Problem tab.

    The Problem Management page appears.

    Note:

    Beside Refresh, click the orange arrow to export the displayed list of PM Tickets to Microsoft Excel or CSV files.

  4. Select a PM Ticket to view using any of the following methods:

    • The Problem Management page displays a list of PM Tickets. Click the ticket number or View.

    • Use the Search feature as described in "Searching Problem Management Tickets". From the Ticket Search Results area, click the ticket number or View.

    The View PM Ticket page appears with the selected PM Ticket information. Note that you can click Printable Page to print the contents of this page.

  5. Click the Attachments tab at the top of the View PM Ticket page.

    The Attachments page appears.

  6. Review the files displayed as required.