Incident management is automatically enabled after an asset is discovered and managed. Alerts and incidents are generated based on the monitoring profiles and policies. Your role determines the actions that you can perform on incidents.
A incident consists of one or more alerts. The following incident details are recorded:
How long the incident has been open, or the duration
When the incident was assigned
The number of suggested actions for the incident
Who is assigned to the incident
Which resource is affected, or the cause
A description of the incident
Lists the various actions that you can perform on a specific incident.
You can perform the following actions for a specific incident:
View Alerts: View all alerts that are generated when the state is outside the defined monitoring parameters.
View Annotations: View the scripts or suggested actions that you or others in your organization have associated with an incident.
View Possible Impacts and Causes: View the possible impacts and causes for an incident.
View Comments: View comments that you or others in your organization have associated with an incident.
View Suggested Actions: View suggested actions that you or others in your organization have associated with an incident.
Add Annotation to the Incident: Add a script, suggested action, or comment to a specific incident.
Assign the Incident: Assign an incident to a user.
Acknowledge the Incident: Acknowledge, or accept, and incident that has been assigned to you.
Take Actions on the Incident: Take action to resolve an incident. Options include executing a suggested action, executing a script that is part of an operational profile, executing a command, or executing a script.
Mark Incident as Repaired: Identifies the incident as being fixed.
Close the Incident: Closes the incident and removes it from the Message Center.
Open a Service Request: Open a service request for the incident with My Oracle Support.
Lists the actions for service requests.
When the Enterprise Controller is connected to My Oracle Support and service requests are enabled, you can perform the following service request actions:
View all open service requests: View all open service requests that were filed with the Oracle Enterprise Manager Ops Center software.
View your service requests: View open service requests that you filed with the Oracle Enterprise Manager Ops Center software.
The Incidents Knowledge Base is located in the Operational Plans section of the Plan Management section.
You can perform the following actions for the Incidents Knowledge Base:
View and sort the annotations by type: The Incident Knowledge Base appears as a table with the name, description, subtype, target type, version and date the annotation was last updated.
Add an annotation for an Incident type: Add a comment, suggested action, or automated action for a type of incident and monitored attribute. You define the severity levels that the annotation is applicable.
Edit an annotation for an incident type: Edit an annotation for a type of incident.
Delete an annotation for an incident type: Delete an annotation for a type of incident.