Use this procedure to schedule a CM ticket for automatic implementation. CM tickets can be scheduled to start either automatically by the system or manually by clicking the Start action button. Changes are scheduled for automatic implementation to accommodate business needs or resource constraints; on the other hand you may need to manually start an implementation immediately for an emergency CM ticket.
You may also schedule CM tickets for automatic implementation to occur on a regular basis (recurring CM ticket). You can create a recurring CM ticket to implement repetitive and planned tasks, such as backups and regular reboots, on configuration items. You can specify an hourly, daily or weekly change recurring period.
Before you begin:
To schedule the CM ticket, the ticket must be in the Pending Scheduling status.
If the CM ticket is implemented by the Oracle service delivery engineer, then the service delivery engineer must review and approve the change before it can be scheduled.
To schedule a CM ticket:
Log in to Oracle Advanced Support Platform.
The Oracle Advanced Support Platform home page appears.
Click Management and then click Search CM Tickets.
Locate the CM ticket you want to schedule (look for tickets with the status set to Pending Scheduling.)
Click Update.
The Update CM ticket page appears.
Ensure that the CM ticket has been assigned to a service queue and/or person responsible for the individual implementation steps. (The CM ticket must be assigned before you can schedule it). For more information, see Assigning Change Management Tickets.
In the Change Information area, select Filter to specify whether to filter events for the impacted Configuration Items.
During the change window specified, CM tickets with filtering selected will cause all events associated with the affected CI's to be filtered from reaching the Event Manager screens. When the work is completed, the support engineer may either manually set the CM ticket status to Completed or the system sets it to Completed when the scheduled duration time is reached. Once in a Completed status, all events are again shown on the Event Manager console screens.
In the Scheduling area, enter the information that is needed to set the implementation schedule for the CM ticket:
Set Recurring to either Yes or No depending whether the CM ticket requires recurring maintenance.
You can create a recurring CM ticket to implement repetitive and planned tasks, such as backups and regular reboots, on configuration items
.If you indicate that the CM ticket is recurring, then Oracle Advanced Support Platform filters alerts for the specified CI's.
In the Scheduled Start Date field, click the calendar icon beside the field.
In the calendar window, specify the date you want to start implementing the CM ticket; then click Apply.
In the Scheduled Duration field, enter the duration for implementing the CM ticket by typing a numeric value and then selecting the time unit from the drop-down window in minutes, hours, or days.
Click Schedule when you are satisfied with the schedule.
Oracle Advanced Support Platform performs the following:
Sets the CM ticket status to Scheduled.
Oracle Advanced Support Platform waits for start date specified in the Scheduled Start Date field. Once the start date is reached, the CM ticket status is automatically changed to WIP for the duration specified in Scheduled Duration field. After the specified duration, the CM status is automatically changed to Completed. During the WIP period, you may edit the CM ticket and manually change the CM ticket status to Complete by clicking the Complete button.
Adds a Worklog entry for scheduling.
Triggers the timer for implementation and updates the Implementation Start and End Date fields with the actual start and complete time for the CM ticket. The fields are automatically populated by the system when the CM ticket status is updated to WIP and Completed; the fields cannot be edited.
Notifies the following: Change Implementer(s), Change Owner, Change Requester, Change Approver, and Email Subscriber List.
The email notification has an embedded hyperlink to the CM ticket making it easy for the recipients to access it.