| Oracle® Pulse User's Guide Release 19.4 E89716-10 |
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Use the Incidents option in the navigation menu to see reports of service requests across all services and environments for all your services, as explained in the following sections:
The Incidents menu ( 
) provides information about the count of service requests associated with your services and environments, and the trends in the number of such service requests.
By default, information on the Incidents Dashboard view is displayed as of the current day, information on the Incidents List view is displayed for the current month, while information on the Incidents Chart view is displayed for three months prior to the current month. For information on how to display all open service requests, as well as service requests in a particular month or period across the previous year, see the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
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Note: Only valid timeframes can be selected, where the end date is higher than the start date. |
You can click the widgets and charts on the Incidents Dashboard and Chart views to open detailed table views, as explained in Using the KPI Widget Table View and Using the Chart Table View. Then use the table views to:
open the SR Detail page on the My Oracle Support portal. To do this, click any row in the table.
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Note: This option is available only for the widget table view. |
sort records, as explained in the Sorting Records section in Chapter 3, "Working with Oracle Pulse".
export data, as explained in the Exporting Data section in Chapter 3, "Working with Oracle Pulse".
Use the various filters included with Oracle Pulse to easily identify the service requests of interest, as explained in Filtering Records, or search for specific service requests, as explained in Searching for Records.
If there is at least one open service request associated with your organization's production and nonproduction environments, you can click anywhere inside the widget to open the corresponding table. Each record in the table shows the following information for the corresponding service request:
SR ID: Specifies the SR identifier from My Oracle Support.
Environment: Indicates the environment the service request is associated with.
Subject: Provides a short description of the service request, as entered in My Oracle Support.
Create Date (UTC): Specifies the date when the service request was created.
Update Date (UTC): Specifies the date when the service request was updated.
Severity: Specifies the impact that the service request has on your organization's services.
Status: Indicates whether the service request is open or closed.
Sub Status: Indicates where the service request resides in the lifecycle. Examples include New, Customer Working, Auto-Close.
Click the Open Table View icon ( 
) in the lower right corner of a chart to open the table view in expanded mode. The table view lists detailed records for all open service requests associated with your organization's services:
SR ID: Specifies the SR identifier from My Oracle Support.
Subject: Provides a short description of the service request, as entered in My Oracle Support.
Severity: Specifies the impact that the service request has on your organization's services.
Contact: Specifies the name of the contact person for the service request.
Status: Indicates whether the service request is open or closed.
Sub Status: Indicates where the service request resides in the lifecycle. Examples include New, Customer Working, Auto-Close.
Source: Represents the source from where the service request was created.
Create Date (UTC): Specifies the date when the service request was created.
Closed Date (UTC): Specifies the date when the service request was closed. For service requests that have not been closed yet, this column is blank.
Service Description: Indicates the friendly name of the service.
Service Name: Indicates the service the service request is associated with.
Environment: Indicates the environment the service request is associated with.
Component Name: Indicates the component type.
Subcomp Name: Indicates the service request subcomponent category.
Product Name: Indicates the product the service request is associated with in My Oracle Support.
Update Date (UTC): Specifies the date when the service request was updated.
Contact Email: Specifies the email address of the contact person for the service request.
Related SRs: Specifies the identifiers of other service requests in My Oracle Support, if any, that are related to the service request.
The Incidents dashboard is available at both Customer and Service Level, and can be accessed as explained below:
Use the Incidents menu at Customer Level to see reports of service requests across all services and environments for all your services. To access the Incidents dashboard at Customer Level:
Sign in to Oracle Pulse as explained in the Accessing Oracle Pulse section in Chapter 1, "Introduction".
The Pulse Dashboard is displayed by default.
Click Incidents in the navigation menu.
The Incidents Dashboard page opens.
Use the Incidents menu at Service Level to see SR reports for the selected service. To access the Incidents dashboard at Service Level:
Sign in to Oracle Pulse as explained in the Accessing Oracle Pulse section in Chapter 1, "Introduction".
The Pulse Dashboard is displayed by default.
Click the Service Tree View icon ( 
) in the upper left corner and select the service you want to access.
The Availability Dashboard page at Service level opens.
Click Incidents in the navigation menu.
The Incidents Dashboard page opens.
Alternatively, using the Service Tree View icon ( ) from within the Incidents dashboard at Customer Level or clicking a service name in the Incidents per Service table also opens the Incidents dashboard at Service Level.
Use the Incidents menu to see SR reports for the selected environment. To access service request information for an environment:
Sign in to Oracle Pulse as explained in the Accessing Oracle Pulse section in Chapter 1, "Introduction".
The Pulse Dashboard is displayed by default.
Follow the steps in Accessing the Incidents Dashboard at Service Level to access service request data for the selected service.
Click the List view icon ( 
).
By default, data is shown for all the environments associated with the selected service.
Click the environment filter ( 
), then select the Individual Environment option.
Select an environment from the drop-down list to see the relevant information for the environment of your focus.
The Incidents menu provides information about all the service requests created for your organization's production and nonproduction environments. Click the icons in the upper left corner to access the tabs on the Incidents menu:
Click 
to access the Incidents Dashboard view.
Click to access the Incidents List view.
Click 
to access the Incidents Chart view.
This section describes how to use the widgets, charts, and tables on the Incidents dashboard to analyze the service request count, as explained in the following sections:
This section describes how to use the Incidents per Environment table on the Incidents dashboard to analyze the service request count by the active and inactive environments associated with your services, as explained in Incidents per Environment Table.
Location: On the Incidents Dashboard view ( ) at Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Incidents per Environment table shows the count of service requests divided by the active and inactive environments associated with the selected service, as follows:
Severity1: Shows the count of open Severity 1 service requests.
Open: Shows the count of open service requests requiring action by either Oracle or the customer.
Not Upated Over 30 Days: Shows the count of open service requests for the selected service, for which no updates have been made in the last 30 days.
Customer Review: Shows the count of open service requests with the Customer Working substatus that require action from the customer.
By default, this report shows data as of the current day, allowing you to quickly establish whether there are any outstanding service requests that have already been logged with Oracle and that may be contributing to a degradation in the performance of any of your environments. Active environments for which there are no service requests are also included in this table. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
This section describes how to use the Prod vs Nonprod widget on the Incidents dashboard to analyze the service request count by environment type, as explained in Prod vs Nonprod Widget.
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Prod vs Nonprod widget provides insight into the distribution of the open service requests between your organization's production and nonproduction environments. All service requests that are not associated with a specific environment are considered to be nonproduction service requests. The Production Only filter does not apply to this report.
If there is at least one open service request associated with your organization's production and nonproduction environments, you can click anywhere inside the widget to open the Prod vs Nonprod table, displaying the service requests for both production and nonproduction targets. Each record in the table shows detailed information for the corresponding service request, as explained in Using the KPI Widget Table View.
This section describes how to use the Backlog by Category chart on the Incidents dashboard to analyze the service request count by product, as explained in the following sections:
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Backlog by Category chart provides an overview of all open service requests, grouped into four product categories (Oracle Managed Cloud Services, CEMLI, Functional Service Desk, Product Support), which have been created over the specified time interval:
7 days or less
8 to 30 days
31 to 60 days
61 to 90 days
91 days or more
Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows the count of service requests open for each of the four product categories, grouped by the creation date. Click the legend items to control the information subject to the report.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Backlog by Category table view in expanded mode.
Table View: The table view lists detailed records for all open service requests associated with your organization's services, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( 
) to open the Personalize list. In the Created section, select Created Product Support by Category, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created Product Support by Category chart shows the trend in the number of service requests for the Product Support category, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of Product Support service requests that have been created or closed over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created Product Support by Category table view in expanded mode.
Table View: The table view lists detailed records for all the Product Support service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Created: Managed Cloud by Category, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created: Managed Cloud by Category chart shows the trend in the number of service requests for the Managed Cloud category, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of Managed Cloud service requests that have been created or closed over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created: Managed Cloud by Category table view in expanded mode.
Table View: The table view lists detailed records for all the Managed Cloud service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
This section describes how to use the Incidents per Service table on the Incidents dashboard to analyze the count of service requests divided by the active and inactive services in your organization, as explained in Incidents per Service Table.
Location: On the Incidents Dashboard view ( ) at Customer Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Incidents per Service table shows the count of service requests divided by the active and inactive services in your organization, as follows:
Severity1: Shows the count of open Severity 1 service requests per service, for both the active and inactive services in your organization.
Open: Shows the count of open service requests requiring action by either Oracle or the customer, for both the active and inactive services in your organization.
Not Updated Over 30 Days: Shows the count of open service requests for which no updates have been made in the last 30 days, for both the active and inactive services in your organization.
Customer Review: Shows the count of open service requests with the Customer Working substatus that can be performed immediately by the customer, for both the active and inactive services in your organization.
By default, this report shows data as of the current day, allowing you to quickly establish whether there are any outstanding service requests that have already been logged with Oracle and that may be contributing to a degradation in the performance of any of your services. Active services for which there are no service requests are also included in this table. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
Click an active service to open the Incidents menu at Service Level. For more information about accessing the Incidents menu at Service Level, see Accessing the Incidents Dashboard at Service Level.
This section describes how to use the Severity 1 widget on the Incidents dashboard to analyze the service request count by severity, as explained in Severity 1 Widget.
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Severity 1 widget provides an overview of the number of open Severity 1 service requests. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
If there is at least one open Severity 1 service request, you can click anywhere inside the widget to open the Severity 1 table, displaying the service requests that are currently set to Open and are classified as Severity 1. Each record in the table shows detailed information for the corresponding service request, as explained in Using the KPI Widget Table View.
This section describes how to use the widgets and charts on the Incidents dashboard to analyze the service request count by status, as explained in the following sections:
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Open widget shows the count of open service requests for both your organization's production and nonproduction environments, requiring action by either Oracle or the customer, as explained below:
Open service requests with the following substatus require action by the customer:
Automation Awaiting Customer
Customer Working
Solution Offered
Open service requests with the following substatus require action by Oracle:
Auto-Close
Awaiting Internal Response
Close Initiated
Close Requested
Development Working
In Automation
New
Operations Working
Review Defect
Review Task
Review Update
Work in Progress
This widget provides insight into the breakdown of responsibilities, allowing you to identify the owner of specific actions required for the open service requests. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
If there is at least one open service request requiring action by either you or Oracle, you can click anywhere inside the widget to open the Open Incidents table, displaying the number of service requests split by specific SR substatuses. Each record in the table shows the following information for the corresponding service request:
Sub Status: Indicates where the service request resides in the lifecycle. Examples include New, Customer Working, Auto-Close.
Customer: Specifies the number of service requests with the corresponding substatus, requiring action by the customer.
Oracle: Specifies the number of service requests with the corresponding substatus, requiring action by Oracle.
Total: Specifies the total number of service requests with the corresponding substatus.
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Not Updated over 30 Days widget shows the count of open service requests for both your organization's production and nonproduction environments, for which no updates have been made in the last 30 days. This widget offers you the opportunity to review the outstanding items, and either close them or schedule them for implementation. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
If there is at least one service request open in the last 30 days, you can click anywhere inside the widget to open the Not Updated Over 30 Days table, displaying the service requests open in the last 30 days. Each record in the table shows detailed information for the corresponding service request, as explained in Using the KPI Widget Table View.
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Customer Review widget shows the count of open service requests with the Customer Working substatus that can be performed immediately by the customer. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
If there is at least one open service request with the substatus above, you can click anywhere inside the widget to open the Customer Review table, displaying the open service requests with the Customer Working substatus. Each record in the table shows detailed information for the corresponding service request, as explained in Using the KPI Widget Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Created: By Requester, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created: By Requester chart provides an overview of the number of service requests divided by the owner of the service request - either Oracle or the customer - which have been created over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of service requests that have been created over the specified time interval, divided by the owner of the service request.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created: By Requester table view in expanded mode.
Table View: The table view lists detailed records for the service requests associated with your organization's services, which have been created over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. The Created: By Environment chart is displayed by default. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created: By Environment chart provides an overview of the number of service requests divided by environment, which have been created over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
If there are more than eight environments, only environments that count 80% of the number of service requests are displayed individually, while the rest of the environments are grouped as Other.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows the distribution of the service requests that have been created over the specified time interval between your organization's environments.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created: By Environment table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Created: By Service, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created: By Service chart provides an overview of the number of service requests divided by service, which have been created over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
If there are more than eight services, only services that count 80% of the number of service requests are displayed individually, while the rest of the services are grouped as Others.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows the distribution of the service requests that have been created over the specified time interval between your organization's services.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created: By Service table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Created: By SR Product, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created: By SR Product report provides an overview of the number of service requests divided by the SR product, as defined in My Oracle Support, which have been created over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
If there are more than eight products, only SR products that count 80% of the number of service requests are displayed individually, while the rest of the products are grouped as Others.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of open service requests that have been created over the specified time interval, divided by the SR product.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created: By SR Product table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Created: By Severity, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created: By Severity report provides an overview of the number of service requests divided by severity, which have been created over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of service requests that have been created over the specified time interval, divided by severity, as defined in My Oracle Support:
1-Critical
2-Significant
3-Standard
4-Minimal
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created: By Severity table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Top 5 Long Running Product Support Incidents, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Top 5 Long Running Product Support Incidents table shows details about the 5 Product Support service requests that have been opened for the longest time period, as follows:
Product Name: Indicates the product the service request is associated with in My Oracle Support.
Component Name: Indicates the component type.
Category: Indicates the service request subcomponent category.
SR ID: Specifies the SR identifier from My Oracle Support.
Aging (Days): Shows the number of days between the creation date of the service request, which is prior to the end date specified in the page or widget time selector, and the said date.
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Created section, select Top 5 Long Running Managed Cloud Incidents, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Top 5 Long Running Managed Cloud Incidents table shows details about the 5 Managed Cloud service requests that have been opened for the longest time period, as follows:
Product Name: Indicates the product the service request is associated with in My Oracle Support.
Component Name: Indicates the component type.
Category: Indicates the service request subcomponent category.
SR ID: Specifies the SR identifier from My Oracle Support.
Aging (Days): Shows the number of days between the creation date of the service request, which is prior to the end date specified in the page or widget time selector, and the said date.
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Closed section, select Closed: By Requester, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Closed: By Requester chart provides an overview of the number of service requests divided by the owner of the service request - either Oracle or the customer - which have been closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of service requests that have been closed over the specified time interval, divided by the owner of the service request.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Closed: By Requester table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Closed section, select Closed: By Environment, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Closed: By Environment chart provides an overview of the number of service requests divided by environment, which have been closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
If there are more than eight environments, only environments that count 80% of the number of service requests are displayed individually, while the rest of the environments are grouped as Others.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows the distribution of the service requests that have been closed over the specified time interval between your organization's environments.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Closed: By Environment table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Closed section, select Closed: By Service, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Closed: By Service chart provides an overview of the number of service requests divided by service, which have been closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
If there are more than eight services, only services that count 80% of the number of service requests are displayed individually, while the rest of the services are grouped as Others.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows the distribution of the service requests that have been closed over the specified time interval between your organization's services.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Closed: By Service table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Closed section, select Closed: By SR Product, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Closed: By SR Product chart provides an overview of the number of service requests divided by the SR product, as defined in My Oracle Support, which have been closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
If there are more than eight products, only SR products that count 80% of the number of service requests are displayed individually, while the rest of the products are grouped as Others.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of service requests that have been closed over the specified period, divided by the SR product.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Closed: By SR Product table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Closed section, select Closed: By Severity, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Closed: By Severity report provides an overview of the number of service requests divided by severity, which have been closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of service requests that have been closed over the specified time interval, divided by severity, as defined in My Oracle Support:
1-Critical
2-Significant
3-Standard
4-Minimal
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Closed: By Severity table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents List view ( ) at Customer and Service Level. For information on how to access the Incidents List view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard. Reports with closed service requests are available for individual environments, as explained in Accessing Service Request Information for Environments. Service request details can be accessed by clicking any record in the table view of widgets on the Incidents Dashboard view.
By default, the Incidents List view provides data for the current month, allowing you to determine whether any service requests were in progress at the time when a degradation in the performance of your transactions occurred. To see data for a different period of time, use the page time selector in the upper right corner, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type. Each record in the table on the Incidents List view displays the following information:
The service request description, including:
SR Number: Specifies the service request number listed in My Oracle Support.
Summary: Provides a very brief description of the service request entered in My Oracle Support.
|
Note: Descriptions for service requests generated by the Monitoring and Advisory Service have a "MAU-SR" prefix. |
The severity level: 1-Critical, 2-Significant, 3-Standard, and 4-Minimal.
The environment the service request is associated with
The service request status and substatus
The product version the service request is associated with
The date and time when the service request was created
The date and time when the service request was last updated
To see the full service request summary, click any row in the table, which will open the SR Detail page on the My Oracle Support portal.
This section describes how to use the charts on the Incidents dashboard to analyze service request trends, as explained in the following sections:
Location: On the Incidents Dashboard view ( ) at Customer and Service Level. For information on how to access the Incidents Dashboard view, see Accessing the Incidents Dashboard.
The Created vs. Closed Incidents chart provides an overview of the number of service requests that have been created or closed in the last 30 days. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of service requests that have been created or closed in the last 30 days. Click the legend items to control the information subject to the report.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs. Closed Incidents table view in expanded mode.
Table View: The table view lists detailed records for all service requests, open and closed, for all your organization's services, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. The Created vs. Closed Trend chart is displayed by default. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs. Closed Trend chart shows the trend in the number of service requests created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the service requests created or closed over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs. Closed Trend table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Prod vs. Non Prod Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Prod vs. Non Prod Trend chart shows the trend in the number of service requests that have been created over the specified time interval for both your organization's production and nonproduction environments:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
The environment filter does not apply to this report.
Chart View: The chart view shows the distribution of the service requests that have been created over the specified time interval between your organization's production and nonproduction environments.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Prod vs. Non Prod Trend table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Created vs Closed Product Support Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed Product Support Trend chart shows the trend in the number of Product Support service requests, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the Product Support service requests created or closed over the specified time interval, and the average time required for resolution for all the Product Support service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs Closed Product Support Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Product Support service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Created vs Closed CEMLI Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed CEMLI Trend chart shows the trend in the number of service requests belonging to the Oracle Managed Cloud product family in My Oracle Support, defined for a component containing CEMLI, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the CEMLI service requests created or closed over the specified time interval, and the average time required for resolution for all the CEMLI service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs Closed CEMLI Trend table view in expanded mode.
Table View: The table view lists detailed records for all the CEMLI service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Created vs Closed Managed Cloud Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed Managed Cloud Trend chart shows the trend in the number of Managed Cloud service requests belonging to the Oracle Managed Cloud product family in My Oracle Support, with the exception of service requests created for CEMLI, Functional Service Desk and SaaS Operations components, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the Managed Cloud service requests created or closed over the specified time interval, and the average time required for resolution for all the Managed Cloud service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs Closed Managed Cloud Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Managed Cloud service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Created vs Closed Functional Service Desk Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed Functional Service Desk Trend chart shows the trend in the number of service requests created for the Oracle Functional Service Desk product description in My Oracle Support, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the Functional Service Desk service requests created or closed over the specified time interval, and the average time required for resolution for all the Functional Service Desk service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs Closed Functional Service Desk Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Functional Service Desk service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Created Product Support by Severity Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created Product Support by Severity Trend chart shows the trend in the number of service requests for the Product Support category, grouped by severity, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of Product Support service requests that have been created over the specified time interval, divided by severity, as defined in My Oracle Support:
1-Critical
2-Significant
3-Standard
4-Minimal
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created Product Support by Severity Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Product Support service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Location: On the Incidents Chart view ( ) at Customer and Service Level. Click the Personalize charts icon ( ) to open the Personalize list. In the Trend section, select Created vs Closed Functional Service Desk Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created Managed Cloud by Severity Trend chart shows the trend in the number of service requests for the Managed Cloud category, grouped by severity, which have been created or closed over the specified time interval:
the last year
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Chapter 3, "Working with Oracle Pulse".
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of Managed Cloud service requests that have been created over the specified time interval, divided by severity, as defined in My Oracle Support:
1-Critical
2-Significant
3-Standard
4-Minimal
Click the Open Table View icon ( ) in the lower right corner of the chart to open the Created vs Closed Functional Service Desk Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Functional Service Desk service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Oracle Pulse incorporates filters to allow you to easily identify the service requests of your interest, as explained in the following sections:
The selected filter is automatically remembered across the Incidents menu, at all levels of information, as shown in the Configuration menu. However, if you select an individual environment in the List view and then move to another view, the filter returns to the default selection (All Environments).
To see only the service requests related to either production or non-production environments, use the environment filter on the Dashboard, List and Chart views at Customer and Service Level to select the type of environments for which you want to generate your reports, as follows:
All Environments: At Customer Level, use this option to see the open service requests for all the environments across all your services. At Service Level, use this option to see the open service requests for all the environments associated with the selected service. This is the default selection.
Production Environment(s): Use this option to see only the open service requests related to production environments.
Non-Production Environment(s): Use this option to see only the open service requests related to non-production environments.
Monitoring and Advisory: Use this option to see only the open service requests created by the Monitoring and Advisory Service.
Individual Environment: Use this option to see both the open and closed service requests related to one of the active environments associated with the selected service. This option is available only on the List view at Service Level.
At Service Level, use the Individual Environment option in the environment filter on the List view to display only the relevant service requests associated with your selected environment. Available options include:
Status
Open
Closed
Use the search box at the top of the Incidents List view at Customer and Service Level to search the records of interest. Available search criteria include:
locator number
summary
Oracle Pulse lets you create groups of services for which to generate your reports. To do this:
Click the Service Group icon ( 
) in the upper right corner of the page.
The Service Group side pane opens.
Select the check boxes corresponding to the services you want to include in your service group.
Click Apply to save your changes and create your service group. The data on the Incidents Dashboard is refreshed to show data only for the services you have selected, and the Service Group icon ( ), along with the number of selected services, is displayed in the upper part of the dashboard.
For more information about the Service Group feature, see the Working with Service Groups section in Chapter 3, "Working with Oracle Pulse".
