CM Tickets can either be closed automatically by the system or manually by selecting Close. A CM ticket must be in Completed status before it can be closed. In addition, if a post implementation review is required, you must wait until after the post implementation review is completed before closing the CM ticket. Once a CM ticket is completed, you may click Close to close the CM ticket; otherwise the system automatically closes the CM ticket once its timestamp reaches 24 hours in Completed status. Wherever possible, you should always close a CM ticket when work is complete.
To manually close 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 close (look for tickets with the status set to WIP.)
Click Update.
The Update CM ticket page appears.
On the Update CM Ticket page, select Close Ticket.
When you click Complete, the Change Management service application initiates the Complete work flow. If you receive any errors, make the necessary corrections, and then complete the CM ticket. After successfully completing the CM ticket, its status will change to Completed.
The action of closing a CM ticket causes the Oracle Advanced Support Platform to:
Check that all mandatory fields are populated with valid data.
Save the CM ticket in the database.
Update the CM ticket Worklog with the name of the user that closed the CM ticket.
Advance the CM ticket to Closed status.