2.6 Tracking Support Incidents

The Incidents tab gives you a complete system for tracking support incidents.

• Specify contact details of each customer, products and categories, and then set up values to limit status codes, severity, and urgency attributes for an incident

• Raise a new ticket by clicking the Delta (Δ) symbol. Oracle Health Check Collections Manager displays the delta symbol only in the Collections and Browse tabs

• The Browse tab enables you to create a new ticket on individual checks

• The Collections tab enables you to create a single ticket for entire the collection

• Delta (Δ) symbol is color coded red, blue, and green based on the ticket status

  • RED (No Incident ticket exists): Initiates the process to create a new incident ticket for the collection or individual checks

  • BLUE (An open Incident ticket exists): Opens the incident ticket for editing

  • GREEN (A closed Incident ticket exists): Opens the closed incident ticket for viewing

• Track the progress of the ticket in an update area of the ticket, or add attachments and links to the incident

• Use tags to classify incidents and use the resulting tag cloud in your reports

• Incident access and management happen only within your access control range

Note:

Incident Tracking feature is a basic stand-alone system and it is not designed for integration with other commercial enterprise-level trouble ticketing systems.

Figure 2-7 Incidents Tab

Description of "Figure 2-7 Incidents Tab"

Incident Tracking Features

• Search options

• Track and analyze incident tickets

• Flexible and updateable incident status

• Robust reporting

• Link, Note, and File Attachments

• Flexible Access Control (reader, contributor, administrator model)