Analyzing Service Request Count
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:
Analyzing Service Request Count by Environment
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.
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.
Analyzing Service Request Count 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.
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.
Analyzing Service Request Count by Product
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:
Backlog by Category Chart
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.
Created Product Support by Category
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 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.
Created: Managed Cloud by Category
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 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.
Analyzing Service Request Count by Service
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.
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.
Analyzing Service Request Count by Severity
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.
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.
Analyzing Service Request Count by Status
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:
Open 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 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.
Not Updated over 30 Days 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 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.
Customer Review 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 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.
Created: By Requester Chart
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 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.
Created: By Environment Chart
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 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.
Created: By Service Chart
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 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.
Created: By SR Product Chart
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 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.
Created: By Severity Chart
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 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.
Top 5 Long Running Product Support Incidents
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 Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Top 5 Long Running Managed Cloud Incidents
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 Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Closed: By Requester Chart
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 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.
Closed: By Environment Chart
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 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.
Closed: By Service Chart
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 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.
Closed: By SR Product Chart
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 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.
Closed: By Severity Chart
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 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.