Responding and Working on a Simple Incident

The following steps take you through one possible incident management scenario.

Navigate to Incident Manager.

From the Enterprise menu on the Enterprise Manager home page, select Monitoring, then select Incident Manager.
Use a view to filter the list of incidents. For example, you should use My Open Incidents and Problems view to see incidents and problems assigned to you. You can then sort the list by priority.
To work on an incident, select the incident. In the General tab, click Acknowledge to indicate that you are working on this incident, and to stop receiving repeat notifications for the incident.
In addition to the acknowledging the incident, you can perform other incident management operations such as:
- Adding a comment.
- Managing the incident. See Responding to and Managing Multiple Incidents, Events and Problems in Bulk for more information on incident management options.
- Editing the summary.
- Manually creating a ticket.
- Suppressing/unsuppressing the incident.
- Clearing the incident.
Be aware that as you are working on an individual incident, new incidents might be coming in. Update the list of incidents by clicking the Refresh icon.
If the solution for the incident is unknown, use one or all of the following methods made available in the Incident page:
- Use the Guided Resolution region and access any recommendations, diagnostic and resolution links available.
- Check My Oracle Support Knowledge base for known solutions for the incident.
- Study related incidents available through the Related Events and Incidents tab.
Once the solution is known and can be resolved right away, resolve the incident by using tools provided by the system, if possible.
In most cases, once the underlying cause has been fixed, the incident is cleared in the next evaluation cycle. However, in cases like log-based incidents, clear the incident.

Alternatively, you can work with incidents for a specific target from that target's home page. From the target menu, select Monitoring and then select Incident Manager to access incidents for that target (or group).