Introduction to Incidents

When an asset is not operating within the parameters defined in the monitoring rules and policies, Oracle Enterprise Manager Ops Center generates an alert and an incident.

An alert indicates that a monitored asset is not performing as expected. The monitoring rule parameters determine when an alert is triggered and the severity: Informational (info), Warning, or Critical.

An incident is raised when the monitoring rule is asserted by the raising of one or more alerts that the monitoring rule requires. New alerts will update an open incident. One or more subsequent alerts trigger the monitoring rule, which notifies the incident management system. The incident management system detects that there is already an open incident for the monitoring rule for that asset and correlates the alerts under the open incident and the worst severity level is associated with the incident. For example, when the incident is at a Critical severity level and a new Warning alert is added to the incident, the incident severity remains at the Critical level.

Oracle Enterprise Manager Ops Center uses a help desk approach to manage the incidents in your data center. All open incidents appear in the Message Center. You can assign incidents to others for resolution, add comments, provide a list of possible causes and impacts, provide recommendations, add utilities or scripts to resolve an issue, view progress, and open a service desk ticket.

The following are the main components that help you to track and manage known issues on your monitored assets:

  • About the Message Center: Central location for details on incidents, notifications, and service requests.

  • About Annotations: Comments, suggested actions, and operational plans that enable you to effectively manage an incident.

  • About the Incidents Knowledge Base: Database of your annotations and actions for specific types of incidents and severity levels.

  • Using Oracle Services and Service Requests: Service request details on all requests submitted to My Oracle Support through ASR or the Oracle Enterprise Manager Ops Center UI. See the for information about Auto Service Requests and how to enable them.

When an incident appears, you can assign it to a user for resolution and use annotations to add comments and suggested actions. You can build an Incident Knowledge Base that contains your annotations from specific incidents, or add suggested fixes or automated fixes for a specific type of incident.

If you cannot resolve an incident, you can open a service request with My Oracle Support inside the Oracle Enterprise Manager Ops Center UI. The information gathered by the software is automatically populated into the service request. You can track the status of any service request opened from within Oracle Enterprise Manager Ops Center, whether they belong to you or one of your co-workers.