Oracle^® Advanced Support Platform User's Guide

Searching Problem Management Tickets

Use this procedure to search for Problem Management (PM) Tickets. The displayed results depend on your role within Oracle Advanced Support Platform.

To search for a PM Ticket:

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 Problem. Enter the search string.

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

   2. Click Monitoring and then click Search PM Tickets.

   The Search PM 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 a PM Ticket. Then:

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

   2. Click Search PM 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 6  Problem Management Ticket search filter parameters

Filter parameter Definition Ticket ID The PM Ticket identifier. Summary The PM Ticket summary. Priority The priority of the PM ticket: High Medium Low Classification List of PM Ticket classifications. Related External ID Reference ticket ID from an external ticketing system. Related Incident ID Related Incident ticket ID, if applicable. Note -  You must have appropriate privileges to view this option Date Type From the Date Type list, select the type of date by which you want to search.. Time Frame Select Use Time Frame if you want to search within a predefined time period, such as the last 24 hours, the last full month, or all future. Select Custom to specify a time frame. Begin time Note -  This field is used only when creating a custom time frame. Use the calendar icon to select a start date and time to create a time period within to search. End time Note -  This field is used only when creating a custom time frame. Use the calendar icon to select an end date and time to create a time period within to search. Customer Customer associated with the PM Ticket. Implementer Name of the implementer. Ticket Status From the Ticket Status area, you can refine the search to select specific ticket status: All Working All Submitted WIP - Root Cause Analysis WIP WIP - Known Error - Workaround WIP - Known Error - Change Request Resolved Closed The default is that all working tickets are selected.

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

You can choose to display 5, 10, 20, 30, 50, or 100 tickets per page. 10 tickets per page is the default. Sort the data by clicking any column heading.