Use this procedure to create a new CM ticket:
Log in to Oracle Advanced Support Platform.
The Oracle Advanced Support Platform home page appears.
From the Create list on the top-right of the user interface, that enables you to perform one-click creation of incidents, change requests, and report subscriptions, click Change Request.
The Create CM Tickets page appears.
In the Identification area, define the following information:
From the Priority list, select the priority level, which determines the relative importance of the change in relation to other outstanding change requests:
Planned: Changes that follow the usual change management process, often referred to as work requests.
Urgent: Unplanned changes that are expedited and managed outside of the standard CM process, and may require to be implemented outside of the regular change maintenance window.
Emergency: Changes resulting from incidents that impact the customer environment. Emergency CM tickets are implemented in real time, with approval not being necessary if the impact of the fix is less than or equal to the current impact to the customer environment.
From the Category list, select the category of the CM ticket. The category determines the difficulty and impact of the CM ticket:
Major: Major changes to system functionality.
Minor: Has low impact and requires few resources.
Standard: Follows established and documented approach.
From the Classification list, select the area that indicates the origin of the changes:
Build: Indicates changes from implementation or pre-production
Customer - Account Management: Indicates changes from the customer relating to a specific area of account management.
Customer - Application: Indicates changes from the customer relating to a specific application.
Customer - Database: Indicates changes from the customer relating to a specific database.
Customer - Hardware: Indicates changes from the customer relating to specific hardware.
Customer - Network: Indicates changes from the customer relating to a specific network.
Customer - OCM: Indicates changes from the customer relating to OCM.
Customer - Operating System: Indicates changes from the customer relating to an OS.
Customer - Security: Indicates changes from the customer relating to security.
Customer - Software: Indicates changes from the customer relating to software.
Customer - Storage: Indicates changes from the customer relating to storage.
Customer - Web Server: Indicates changes from the customer relating to Web Server.
Support - Account Management: Indicates changes from the Oracle Service Delivery team relating to a specific area of account management.
Support - Application: Indicates changes from the Oracle Service Delivery team relating to a specific application.
Support - Database: Indicates changes from the Oracle Service Delivery team relating to a specific database.
Support - Hardware: Indicates changes from the Oracle Service Delivery team relating to specific hardware.
Support - Network: Indicates changes from the Oracle Service Delivery team relating to a specific network.
Support - OCM: Indicates changes from the Oracle Service Delivery team relating to OCM.
Support - Operating System: Indicates changes from the Oracle Service Delivery team relating to an OS.
Support - Security: Indicates changes from the Oracle Service Delivery team relating to security.
Support - Software: Indicates changes from the Oracle Service Delivery team relating to software.
Support - Storage: Indicates changes from the Oracle Service Delivery team relating to storage.
Support - Web Server: Indicates changes from the Oracle Service Delivery team relating to Web Server.
From the SubClass list, select a subclass to associate with the classification selected above.
For example, if you selected Customer - Account Management, then the possible subclass values are:
Account Information Changes - Address, Contacts
Knowledge Article - Add, Delete, Update
User Accounts - Add, Invite, Delete Update
In the Requestor area, define the following information:
From the Owner list, select the individual responsible for the CM ticket (accepting requests for change and following established processes to implement the changes).
From the Implemented By list, select who is responsible for the individual implementation steps, including building and testing the change. The following options are available:
Advanced Monitoring team
Partner
Multiple parties
Customer
(Optional) In the Implementer field, enter the name of the person responsible for implementing the CM ticket.
(Optional) From the Approval Matrix list, select an approval matrix. This list contains all your defined approval matrices which use one of the following models:
Customer Wide - Applies to all CMS for that customer.
Implemented by Oracle - Applies to tickets implemented by the Advanced Monitoring team.
Implemented by Customer - Applies to tickets implemented by the customer.
(Optional) In the Implementer Contact field, enter the contact information for the person responsible for implementing the CM ticket.
(Optional) In the Support Resource field, enter the user name of the named support resource assigned to the CM ticket.
(Optional) In the Contact Info field, enter the contact information for the named support resource.
From the Risk list, select the risk level associated with implementing the CM ticket. Choose one of the following options:
High: Major business impact or high user impact.
Medium: Minor impact to application and users; easy to back out.
Low: Routine, day-to-day, changes with minimal impact.
In the Description area, define the following information:
In the Summary field, enter a descriptive title for the CM ticket being submitted. Use words that will aid in future searches and to link this CM ticket to others like it. ((Enter text to a maximum of 80 alphanumeric characters.)
In the Description field, enter a clear and concise description of the change, including the nature and scope of the work to be performed.
In the Reason For Change field, enter a description of the reason for the change you want made.
(Optionally) In the BCC Emails field, enter customer email details to a maximum of 255 characters per email address in comma-separated format.
By submitting customer email details, the customer is then notified by email. The email notification contains an embedded hyperlink to the CM ticket.
(Optional) In the Configuration Items area, click Add to add configuration items impacted by the change.
The CI Picker window appears. For information about selecting CI's, see Searching for Configuration Items.
In the Change Information area, define the following information as required:
Filter: Select to filter events for the CI's associated with this CM ticket from the Support Center screens.
Events for the associated CI's will be ignored during the change process.
Timing is Critical: Select to enable Oracle Advanced Support Platform to display a warning about impacts on the change process. When this option is selected, the scheduled period for implementation cannot be modified once the ticket has been approved.
To reschedule the ticket, it must be re-approved.
Monitoring Impacted: Select to indicate that monitoring services are impacted as a result of this change request.
Inventory Impacted: Select to indicate that inventory (CI's) are impacted as a result of this change request.
Backups Impacted: Select to indicate that backup services are impacted as a result of this change request.
In the Scheduling area, define the following information:
Set Recurring to either Yes or No, depending whether the CM ticket requires recurring maintenance.
You can create a recurring ticket to implement repetitive and planned tasks, such as backups and regular reboots, for CI's.
If you indicate that the CM ticket is recurring, then Oracle Advanced Support Platform filters alerts for the specified CI's.
(If you selected Yes for recurring maintenance):
In the Recurring Period field, enter how often the CM ticket requires maintenance and select the unit of time from the list.
Set Infinite Recurring to Yes or No depending whether the CM ticket requires maintenance infinitely.
If you select No, the Recurring End Date field appears.
(If you did not select Infinite Recurring) In the Recurring End Date field, click the calendar icon beside it. In the calendar, select the date on which recurring maintenance on the CM ticket will end, and then click OK.
In the Requested Date field, click the calendar icon beside the Requested Date field. In the calendar, select the date that the change was requested, then click OK.
In the Scheduled Start Date field, click the calendar icon beside it. In the calendar, select the date on which work on the change request will begin, then click OK.
In the Scheduled Duration field, enter the amount of time scheduled to complete the CM ticket and select the unit of the time from the list.
Click the time zone link beside the Local Timezone for DST Calculation field to set the local time zone for Daylight Saving Time (DST).
Oracle Advanced Support Platform displays a confirmation window, reminding you that this setting is for DST calculations only. Click OK to continue.
In the Related Tickets area, define the following information:
In the Related Incident ID field, enter the ID of the related Incident ticket.
In the External ID field, enter the ID of an external related ticket from a third-party ticketing system.
In the Plan area, define the following information if required:
In the Implementation Plan field, describe how the CM ticket will be implemented.
In the Test Plan field, describe how the CM ticket will be tested, including detailed test scenarios, expected results, actual results, pass or fail.
In the Backout Plan field, describe how to restore to the original state if the implementation plan fails.
In the Dependencies field, list the items that are required and their relationships, which are dependent on each other and potentially impact each other during the CM ticket implementation.
You can save the CM ticket as a draft or submit the CM ticket.
To save the CM ticket, click Save as Draft.
Oracle Advanced Support Platform performs the following actions on the CM ticket you created:
Saves the CM ticket in the database.
Adds the name of the submitter and the submission date to the CM ticket.
Assigns an ID to the CM ticket.
Advances the CM ticket to Draft status.
Notifies the Change Implementer. The email notification contains an embedded hyperlink to the CM ticket.
To submit the CM ticket, click Submit.
Oracle Advanced Support Platform performs the following actions on the CM ticket you created:
Saves the CM ticket in the database.
Adds the name of the submitter and the submission date to the CM ticket.
Assigns an ID to the CM ticket.
Advances the CM ticket to the next step in the work flow.
Notifies the following parties through an email notification containing an embedded hyperlink to the CM ticket:
Change Implementers
Change Owner
Change Requester
Email Subscriber List