Using Incident Management

5 Using Incident Management

Incident management allows you to monitor and resolve service disruptions quickly and efficiently by allowing you to focus on what is important from a broader management perspective (incidents) rather than isolated, discrete events that may point to the same underlying issue.

In this chapter:	You will learn:
Management Concepts	Fundamental approaches to managing your monitored environment. Event Management Incident Management Problem Management
Setting Up Your Incident Management Environment	How to set up and configure key Enterprise Manager components used for incident management. Setting Up Your Monitoring Infrastructure Setting Up Notifications Setting Up Administrators and Privileges
Working with Incidents	How to use incident management to track and resolve IT operation issues. Finding What Needs to be Worked On Searching for Incidents Setting Up Custom Views Responding and Working on a Simple Incident Responding to and Managing Multiple Incidents, Events and Problems in Bulk Searching My Oracle Support Knowledge Submitting an Open Service Request (Problems-only) Suppressing Incidents and Problems Managing Workload Distribution of Incidents Reviewing Events on a Periodic Basis
Common Tasks	Step-by-step examples illustrating how to perform common incident management tasks.. Sending Email for Metric Alerts Sending SNMP Traps for Metric Alerts Sending Events to an Event Connector Sending Email to Different Email Addresses for Different Periods of the Day
Advanced Topics	How to perform specialized incident management operations. Defining Custom Incident Statuses Clearing Stateless Alerts for Metric Alert Event Types User-reported Events Additional Rule Applications Event Prioritization Root Cause Analysis (RCA) and Target Down Events
Moving from Enterprise Manager 10/11g to 12c and Greater	Migrating notification rules to incident rules.