Updating Change Management Tickets

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Use this procedure to update a CM ticket. Information in a CM ticket is often revised during the life cycle of the CM ticket. Among other changes to a CM ticket, you can update the status for a CM ticket and log comments in your CM ticket to track its progress, add or delete CI's from a CM ticket, assign the CM ticket to an individual or group that will implement the change, schedule a CM ticket for implementation, and add attachments to the CM ticket.

Note - Users with the appropriate privileges can select a CM ticket to update. When you select a CM ticket to update, Oracle Advanced Support Platform displays actions that you can perform on the CM ticket such as submit, approve, schedule, and cancel. Some actions, such as approval, are restricted to specific user authorizations.

To update 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.
From the Search CM Tickets page, search for CM tickets as described in Searching Change Management Tickets.

The Change Management page displays a list of CM tickets pending action from which you can choose.
Click Update.

The Update CM ticket page appears.
Update the information on the Ticket Details sub-page as required.

For more information about this page, see Creating Change Management Tickets.
Note - If any of the CI's associated with the CM ticket are deleted since the ticket was created, then the CI name will have a line through its name. Click the callout icon beside the CI name to view the following information about the deleted CI:
- UUID
- Name and deletion date
- IP Addresses
- Location
- Customer Name
From the top of the CM ticket page, select the WorkLog tab.

The WorkLog page appears.
To add a worklog entry (available only to users with the appropriate privileges), do the following:
1. Select New Entry.
  
  A free-text field appears.
2. Add your worklog entry in the text field as appropriate.
  
  The free text field enables you to track the progress of the CM ticket throughout its life cycle.
3. Click Add to add your worklog entry to the CM ticket.
  
  If you receive any errors, make the necessary corrections, and then submit your entry again. After successfully adding your entry, Oracle Advanced Support Platform does the following:
  - Updates the CM ticket with your worklog entry
  - Displays your entry in the Worklog List at the bottom of the page
  - Notify the CM ticket's subscriber list and customer contact by email.
4. If appropriate, add another worklog entry. You can create as many worklog entries as required.
5. After adding the worklog entries, click Update.
From the top of the page, select the Attachments tab.

The Attachments page appears.
On the Attachments page, do the following:
1. Review the files that are displayed for the CM ticket.
  
  Click View to view the file.
2. If required, attach a file to the ticket.
  
  Click Add Files to attach a file to the CM ticket.
3. After reviewing the attached files, click Update.