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ORACLE CONFIDENTIAL.

For authorized use only.

Do not distribute to third parties.

Oracle® Advanced Support Platform

User's Guide,

Release 3.5 for all platforms

E40711-01

July 2013

Oracle Advanced Support Platform User's Guide, , Release 3.5 for all platforms

E40711-01

Copyright © 2006, 2013, Oracle and/or its affiliates. All rights reserved.

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Contents

1 Overview

What's New in Oracle Advanced Support Platform Release 3.5..................................................... 1-1

About Oracle Advanced Support Platform......................................................................................... 1-3

About Oracle Advanced Support Platform Users.............................................................................. 1-4

About Certified and Supported Browsers........................................................................................... 1-5

Logging in to Oracle Advanced Support Platform............................................................................ 1-5

About the Oracle Advanced Support Platform User Interface........................................................ 1-7

2 Using the My Services Dashboard

About the My Services Tab..................................................................................................................... 2-1

Viewing My Services............................................................................................................................... 2-3

Managing My Content............................................................................................................................ 2-4

Viewing My Contacts.............................................................................................................................. 2-5

3 Managing Users

About User Management........................................................................................................................ 3-1

Viewing Users........................................................................................................................................... 3-1

Viewing Contacts...................................................................................................................................... 3-3

Customizing Your User Profile.............................................................................................................. 3-5

(Customer User Administrators Only) Managing Users and Contacts......................................... 3-6

4 Using Contracts and Contacts

About Contracts and Contacts............................................................................................................... 4-1

Managing Contract Line Item Assignments....................................................................................... 4-1

Viewing Contact Lists.............................................................................................................................. 4-2

Managing Contact Lists........................................................................................................................... 4-2

Managing Contact List Assignments.................................................................................................... 4-4

5 Using Configuration Management System

About Configuration Management System........................................................................................ 5-1

Using the CMS Browser.......................................................................................................................... 5-5

About the Configuration Item Dashboard.......................................................................................... 5-7

Viewing or Modifying CI Attributes.................................................................................................... 5-9

Viewing CI Facilities............................................................................................................................ 5-10

Viewing Vendor Support Contracts................................................................................................... 5-10

6 Using Incident Management

About Incident Ticket Management..................................................................................................... 6-1

Searching Incident Tickets..................................................................................................................... 6-2

Viewing Incident Tickets........................................................................................................................ 6-3

Creating Incident Tickets........................................................................................................................ 6-4

Printing Incident Tickets........................................................................................................................ 6-6

7 Using Change Management

About Change Management.................................................................................................................. 7-1

Creating Change Management Tickets................................................................................................ 7-2

Searching Change Management Tickets.............................................................................................. 7-9

Viewing Change Management Tickets............................................................................................. 7-10

Updating Change Management Tickets........................................................................................... 7-11

Assigning Change Management Tickets.......................................................................................... 7-13

Submitting Change Management Tickets........................................................................................ 7-14

Scheduling Change Management Tickets........................................................................................ 7-14

Approving Change Management Tickets......................................................................................... 7-17

Creating and Managing an Approval Matrix................................................................................... 7-19

Starting Change Management Tickets.............................................................................................. 7-20

Completing Change Management Tickets....................................................................................... 7-22

Closing a Change Management Ticket ............................................................................................ 7-22

Cancelling Change Management Ticket........................................................................................... 7-23

8 Using Problem Management

About Problem Management................................................................................................................. 8-1

Searching Problem Management Tickets............................................................................................ 8-1

Viewing Problem Management Tickets............................................................................................... 8-3

9 Using Summary Reporting

Report List.................................................................................................................................................. 9-1

Generating Availability Reports........................................................................................................... 9-2

Generating External Reports.................................................................................................................. 9-3

Viewing Reports....................................................................................................................................... 9-4

Viewing Favorites..................................................................................................................................... 9-5

Creating Subscriptions............................................................................................................................ 9-6

Viewing Subscription Summaries........................................................................................................ 9-7

Creating SLA Reports.............................................................................................................................. 9-8

Modifying Chart Display Settings for Reports.................................................................................. 9-9

htmlArea License (Based on BSD License)........................................................................................ A-1

Spring Framework Project..................................................................................................................... A-2

Preface

This guide provides information about how to use Oracle Advanced Support

Platform.

Audience

This guide is intended for customer users and customer user administrators using

Oracle Advanced Support Platform.

Documentation Accessibility

For information about Oracle's commitment to accessibility, visit the Oracle

Accessibility Program Web site at

Access to Oracle Support

Oracle customers have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.

Conventions

The following text conventions are used in this document:

ConventionMeaning

boldfaceBoldface type indicates graphical user interface elements associated with an action, or terms defined in text or the glossary. italicItalic type indicates book titles, emphasis, or placeholder variables for which you supply particular values. monospaceMonospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter.

Overview 1-1

1Overview

This chapter introduces the main concepts in Oracle Advanced Support Platform.

It includes the following topics:

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