Oracle^® Advanced Support Platform User's Guide

Searching Change Management Tickets

Use this procedure to search for CM tickets. The displayed results depend on your role within Oracle Advanced Support Platform.

To search for a CM 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 Change. Enter the search string.

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

   2. Click Management and then click Search CM Tickets.

   The Search Criteria page appears.

3. Use the criteria in the following table to search for a CM ticket. Then:

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

   2. Click Search.

      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 5  Change Management ticket search parameters

Filter parameter Definition Ticket ID The Change Management (CM) ticket identifier. Related Incident ID Related Incident ticket ID, if applicable. External ID Reference ticket ID from an external ticketing system. CI Name Name of a CI associated the CM ticket. CI Group Name Name of a CI Group associated with the CM ticket. Date Type Select one of the following options: Creation Date Requested Date Schedule Start Date Time Frame Select if you want to search within a predefined time period, such as the last 24 hours, the last full month, this month, or all future. 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. Ticket Status Select the status of the CM ticket or select All to search for CM tickets of all statuses. The available statuses are: Draft Pending Approval Pending Scheduling Scheduled WIP Completed Closed Cancelled Recurring Select whether you want to search for recurring CM tickets, nonrecurring CM tickets, or both. Implementer Enter the name of the implementer to associate with the search. Customer Customer associated with the CM ticket. Owner Select the CM ticket owner that you want to associate with the search. Note -  This list is populated with all owners associated with the customer you selected. If a user is set to Inactive, then that user will not appear in the list. For information about inactive users, contact your Oracle Support representative.

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.

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.

Use your browser’s print function to print the contents of this page.

Click View to display the CM Ticket. See Viewing Change Management Tickets.