Incident Metrics

Oracle Pulse tracks all production and nonproduction service requests - termed incidents - associated with your organization's services, using information drawn from My Oracle Support.

On the Pulse Dashboard, you can see a summary of open Severity 1 service requests and any service requests awaiting your review, as well as a comparison between the number of created service requests and the number of closed service requests for your production environments for a period of 3 complete months. A high number of Severity 1 service requests created on your production environments can merit further analysis. For more information, see the Analyzing Incidents section in Checking the Performance of Your Services.

Service request metrics for your production and nonproduction environments are listed on the Incidents menu at Customer and Service Level, allowing you to:

• analyze service request count. For more information, see the following sections in Using the Incident Management Reports:

  • Analyzing Service Request Count by Environment Type

  • Analyzing Service Request Count by Product

  • Analyzing Service Request Count by Service

  • Analyzing Service Request Count by Severity

  • Analyzing Service Request Count by Status

• view service request details. For more information, see the Viewing Service Request Details section in Using the Incident Management Reports.

• analyze service request trends. For more information, see the following sections , , sections in Using the Incident Management Reports:

  • Created vs. Closed Trend Chart

  • Prod vs. Non Prod Trend Chart

  • Created vs Closed Product Support Trend Chart

  • Created vs Closed CEMLI Trend Chart

  • Created vs Closed Managed Cloud Trend Chart

  • Created vs Closed Functional Service Desk Trend Chart

Note:

To see service request information in Oracle Pulse, you must have the required service request privileges in My Oracle Support. For more information, see the Requirements section in Introduction.