Oracle^® Advanced Support Platform User's Guide

Searching Incident Tickets

Depending on the authorization associated with your Oracle Advanced Support Platform login, you can search for open Incident Tickets through the main menu.

To search for incident tickets:

1. Log in to Oracle Advanced Support Platform.

   The Oracle Advanced Support Platform home page appears.

2. From the top-level menu, do one of the following:

   1. From the advanced search area on the top-right of the user interface, select the down arrow and click Incident. Enter the search string.

      (If the search is unsuccessful, revert to the IM search page.)

   2. Click Monitoring and then click Search IM Tickets.

   The Search IM Ticket page appears.

3. (Optional) From the Search Filter field, select a saved search filter to apply to the ticket search.

4. Use the criteria in the following table to search for an Incident Ticket. Then:

   1. (Optional) When complete, click Save as My Filter to save the search results for reuse.

   2. Click Search IM Ticket.

      The processing time for any search varies depending on the size of the data file being searched. To decrease processing time, narrow the search by using multiple search fields.

Table 4  Incident search filter parameters

Filter parameter Definition Ticket ID The Incident Ticket identifier. Ticket Summary The Incident Ticket summary. Knowledge ID My Oracle Support Service Knowledge Article identifier. MOS SR IDs My Oracle Support Service Request identifier. If entering multiple MOS SR identifiers, separate them using commas or spaces. Ticket External Ref ID The reference ticket ID from an external ticketing system. There is also an option to check a box if this is ticketed only. CI/CI Group Name The name of the CI or CI Group associated with the Incident Ticket. Date Type Select one of the following options: Creation Date Start Date Time Frame Select Use Time Frame if you want to search within a predefined time period, such as the last 24 hours, or the last full month. Select Custom to specify a time frame. Begin date Note -  This field is used only when creating a custom time frame. Use the calendar icon to select a start date to create a time period within to search. End date Note -  This field is used only when creating a custom time frame. Use the calendar icon to select an end date to create a time period within to search. Geo Filter Select a geographical filter from the list. Ticket Owners Select the "owner" associated with the ticket. Ticket Tag Select any tags that you want to associate with the search: Applications Backup Database Hardware Monitoring Network OS Security Storage Customer Select the customer name from the list. Ticket Creators Select the creator of the ticket. Queue Filter Select the queue filter. Ticket Status From the Ticket Status area, you can refine the search to select specific ticket status: Cancelled Closed Draft On Hold Pending Assignment Resolved WIP The default is that all working tickets are selected. Ticket Severity Refine the search to select tickets with specific severities: 1 2 3 Tuning Service Interruption Refine the search to select tickets with one of the following Service interruption statuses: Active Service interruption Has never been a Service interruption Service interruption that has been deactivated

Oracle Advanced Support Platform displays the results in the Ticket Search Results table.

Figure 15  IM Ticket Search Results

You can choose to display 5, 10, 25, 50, or 100 tickets per page. 10 tickets per page is the default. Sort the data by clicking any column heading.

Where a ticket lists one or more MOS SR IDs, as in the example above, click the hyperlinked MOS SR ID to view details of the selected SR in MOS.

Click View to display the Incident Ticket. See Viewing Incident Tickets.

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