Monitoring detects components or attributes of a managed resource of Oracle Enterprise Manager Ops Center that are not operating within specified parameters.
Monitoring rules and policies define the monitoring parameters and are the main components of a complete monitoring configuration. Default monitoring policies contain a set of rules that are automatically applied to managed resources. You can change the alerting conditions for all assets, or create special rules for a group of assets that are more critical for your day-to-day operations.
The software uses a help desk approach to manage the incidents in your data center. All open incidents appear in the Message Center. New alerts update an open incident. 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, and view progress. 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. You can create an Incident knowledge base to store recommended solutions or to add annotations that run scripts to resolve commonly known incidents.
Incident Reports enable you to view a summary of all alerts and incidents for a specified category, such as alarm state, alarm owner, asset type, date range, severity levels, and affected asset groups. The reports also include an audit trail for state-change annotations, alert annotations, suggested-fix annotations, comment annotations, operation annotations.
When you cannot resolve an incident, you can use the information in the asset's summary and dashboard pages to quickly file a service request. Instead of manually filing a service request, you can enable the Auto Service Request (ASR) feature to automatically open a service request for a critical incident. The software populates the service request with the asset details, the Customer Service Identifier (CSI) associated with the asset, and adds an annotation to the incident to indicate the status of the ASR creation. Once they are created, ASRs are identical to other service requests and can be viewed and managed using the same processes and tools. You can view auto service requests in the Enterprise Manager Ops Center UI or with the traditional service request processes and tools.