This section describes how to manage contact list assignments, and generate contact assignment reports in Oracle Advanced Support Platform. It consists of the following topics:
Oracle Advanced Support Platform supports two types of contact list:
System Defined Lists: Built-in contact lists used internally by Oracle Advanced Support Platform, including the email subscriber list for incident management. The System Defined Lists and the justification for sending an email to its constituent members are as follows:
CAB Member: Because they are members of the Change Approval Board (CAB)
CM email Subscriber: For each action on a CM ticket
Escalation: When an Incident ticket is escalated
IM email Subscriber: For each action on an Incident ticket
IM Local Language Email Subscriber: When a local language note is added to an Incident ticket
IMNOTIF: When a service level agreement (SLA) violation occurs
Notification: To satisfy the service delivery SLA notification commitment
PM email Subscriber: For each action on a problem management (PM) ticket
Remediation: Because the user has agreed to accept IM ticket ownership for customer-managed components
Service Interrupt: For each action on a service interrupt Incident ticket
User Defined Lists: Customized contact lists that are specific to your service delivery organization.
To manage contact list assignments:
Log in to Oracle Advanced Support Platform.
The Oracle Advanced Support Platform Home page appears.
From the Admin menu, select Contact List Assignments.
The Contracts and Contacts page appears, displaying all authorized contacts in your organization.
From the Customer list, select the required customer organization.
For the selected customer, you can perform the following tasks:
Create a contact list assignment. See Creating Contact List Assignments.
View a contact list assignment. See Viewing Contact List Assignments.