Working with Incidents

Data centers follow operational practices that enable them to manage events and incidents by business priority and in a collaborative manner. Enterprise Manager provides the following features to enable this management and automation:

  • Send notifications to the appropriate administrators.

  • Create incidents and rules.

  • Assigning initial ownership of an incident and perhaps transferring ownership based on shift assignments or expertise.

  • Tracking its resolution status.

  • Assigning priorities based on the component affected and nature of the incident.

  • Escalating incidents.

  • Accessing My Oracle Support knowledge articles.

  • Opening Oracle Service Requests to request assistance with issues with Oracle software (Problems).

You can update resolution information for an incident by performing the following:

  1. In the All Open Incidents view, select the incident.

  2. In the resulting Details page, click the General tab, then click Manage. The Manage dialog displays.

    You can then adjust the priority, escalate the incident, and assign it to a specific IT operator.

Working with incidents involves the following stages:

  1. Finding What Needs to be Worked On
  2. Searching for Incidents
  3. Setting Up Custom Views
  4. Responding and Working on a Simple Incident
  5. Responding to and Managing Multiple Incidents, Events and Problems in Bulk
  6. Managing Workload Distribution of Incidents
  7. Creating an Incident Manually