Oracle^® Advanced Support Platform User's Guide

Creating Incident Tickets

You can use Oracle Advanced Support Platform to create an Incident Ticket manually.

You typically create an Incident Ticket to document a deviation from an expected standard of operation. After creating the Incident Ticket, you can investigate potential solutions. When you have identified a solution, you can record it on the incident. If resolving the incident involves creating a problem or work order you can create it directly from the Incident Ticket. You can also specify the target configuration items (CI's) that are impacted by the incident.

To create an Incident Ticket:

1. Log in to Oracle Advanced Support Platform.

   The Oracle Advanced Support Platform home page appears.

2. From the Create list on the top-right of the user interface, that enables you to perform one-click creation of incidents, change requests, and report subscriptions, click Incident.

   The Incident Ticket creation page appears.

3. Define the following information in the Details area:

   1. From the Customer list, select the customer organization for which the Incident Ticket is being created. The Queue field is completed automatically.

   2. (Optional) In the Ext Ref ID field, enter a ticket reference number created by a third-party ticketing system, if applicable.

   3. From the Severity list, select one of the following severities:

      • 1

      • 2

      • 3

   4. (Optional) From the Tags list, select tags to classify the Incident Ticket:

      • Applications

      • Backup

      • Database

      • Hardware

      • Monitoring

      • Network

      • OS

      • Security

      • Storage

   5. (Optionally) In the MOS SR IDs field, optionally enter multiple My Oracle Support (MOS) service request (SR) numbers separated by commas or spaces. This field uses free text.

   6. In the Summary field, enter a summary of the incident to a maximum of 80 alphanumeric characters.

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      Note -  If the incident ticket is generated from an event, Oracle Advanced Support Platform populates this field from information collected from the event summary. You can edit the summary detail.

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   7. (Optionally) In the Description field, enter a full description of the incident.

   8. (Optionally) In the BCC Emails field, enter customer email details to a maximum of 255 characters per email address in comma-separated format.

      By submitting customer email details, the customer is then notified by email. The email notification contains an embedded hyperlink to the incident ticket.

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      Note -  All notifications received by IM email subscribers will also be sent to the above email recipients.

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4. (Optional) In the Configuration Items area, click Add to add assets impacted by the Incident as required.

   The CI Picker window appears. For information about selecting assets, see Searching for Configuration Items.

5. Click Submit.

   Oracle Advanced Support Platform performs the following actions on the Incident Ticket you submitted:

   • Assigns an ID to the ticket;

   • Creates an audit trail of all activities performed on the ticket;

   • Creates a Worklog entry for ticket creation;

   • Notifies the customer by email (the email notification has an embedded hyperlink to the incident ticket;

   • Advances the ticket to Pending Assignment status. However, if you specified an owner, then the system advances the ticket to the Work in Progress (WIP) status.