Analyzing Service Request Count

Location: On the Incidents Dashboard view at Service Level.

The Incidents per Environment table shows the count of service requests divided by the active and inactive environments associated with the selected service, as follows:

• Severity1: Shows the count of open Severity 1 service requests.

• Open: Shows the count of open service requests requiring action by either Oracle or the customer.

• Not Updated Over 30 Days: Shows the count of open service requests for the selected service, for which no updates have been made in the last 30 days.

• Customer Review: Shows the count of open service requests with the Customer Working sub status that require action from the customer.

By default, this report shows data as of the current day, allowing you to quickly establish whether there are any outstanding service requests that have already been logged with Oracle and that may be contributing to a degradation in the performance of any of your environments. Active environments for which there are no service requests are also included in this table. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

Location: On the Incidents Dashboard view at Customer and Service Level.

The Prod vs Non-prod widget provides insight into the distribution of the open service requests between your organization's production and non-production environments. All service requests that are not associated with a specific environment are considered to be non-production service requests. The Production Only filter does not apply to this report.

If there is at least one open service request associated with your organization's production and non-production environments, you can click anywhere inside the widget to open the Prod vs Non-prod table, displaying the service requests for both production and non-production targets.

Location: On the Incidents Dashboard view at Customer and Service Level.

The Backlog by Category chart provides an overview of all open service requests, grouped into four product categories (Oracle Managed Cloud Services, CEMLI, Functional Service Desk, Product Support), which have been created over the specified time interval:

• 7 days or less

• 8 to 30 days

• 31 to 60 days

• 61 to 90 days

• 91 days or more

Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view shows the count of service requests open for each of the four product categories, grouped by the creation date. Click the legend items to control the information subject to the report.

Click the Open Table View option in the lower right corner of the chart to open the Backlog by Category table view in expanded mode.

Table View: The table view lists detailed records for all open service requests associated with your organization's services.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Created Product Support by Category, then click "Apply".

The Created Product Support by Category chart shows the trend in the number of service requests for the Product Support category, which have been created or closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of Product Support service requests that have been created or closed over the specified time interval.

Click the Open Table View icon in the lower right corner of the chart to open the Created Product Support by Category table view in expanded mode.

Table View: The table view lists detailed records for all the Product Support service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Created: Managed Cloud by Category, then click Apply. For information on how to access the Incidents Chart view.

The Created: Managed Cloud by Category chart shows the trend in the number of service requests for the Managed Cloud category, which have been created or closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of Managed Cloud service requests that have been created or closed over the specified time interval.

Click the Open Table View option in the lower right corner of the chart to open the Created: Managed Cloud by Category table view in expanded mode.

Table View: The table view lists detailed records for all the Managed Cloud service requests associated with your organization's services, which have been created or closed over the specified time interval.

Location: On the Incidents Dashboard view at Customer Level.

The Incidents per Service table shows the count of service requests divided by the active and inactive services in your organization, as follows:

• Severity1: Shows the count of open Severity 1 service requests per service, for both the active and inactive services in your organization.

• Open: Shows the count of open service requests requiring action by either Oracle or the customer, for both the active and inactive services in your organization.

• Not Updated Over 30 Days: Shows the count of open service requests for which no updates have been made in the last 30 days, for both the active and inactive services in your organization.

• Customer Review: Shows the count of open service requests with the Customer Working substatus that can be performed immediately by the customer, for both the active and inactive services in your organization.

By default, this report shows data as of the current day, allowing you to quickly establish whether there are any outstanding service requests that have already been logged with Oracle and that may be contributing to a degradation in the performance of any of your services. Active services for which there are no service requests are also included in this table. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

Click an active service to open the Incidents menu at Service Level. For more information about accessing the Incidents menu at Service Level.

Location: On the Incidents Dashboard view at Customer and Service Level.

The Severity 1 widget provides an overview of the number of open Severity 1 service requests. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

If there is at least one open Severity 1 service request, you can click anywhere inside the widget to open the Severity 1 table, displaying the service requests that are currently set to Open and are classified as Severity 1.

Location: On the Incidents Dashboard view at Customer and Service Level.

The Open widget shows the count of open service requests for both your organization's production and non-production environments, requiring action by either Oracle or the customer, as explained below:

• Open service requests with the following substatus require action by the customer:

  • Automation Awaiting Customer

  • Customer Working

  • Solution Offered

• Open service requests with the following sub status require action by Oracle:

  • Auto-Close

  • Awaiting Internal Response

  • Close Initiated

  • Close Requested

  • Development Working

  • In Automation

  • New

  • Operations Working

  • Review Defect

  • Review Task

  • Review Update

  • Work in Progress

This widget provides insight into the breakdown of responsibilities, allowing you to identify the owner of specific actions required for the open service requests. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

If there is at least one open service request requiring action by either you or Oracle, you can click anywhere inside the widget to open the Open Incidents table, displaying the number of service requests split by specific SR substatuses. Each record in the table shows the following information for the corresponding service request:

• Sub Status: Indicates where the service request resides in the lifecycle. Examples include New, Customer Working, Auto-Close.

• Customer: Specifies the number of service requests with the corresponding sub status, requiring action by the customer.

• Oracle: Specifies the number of service requests with the corresponding sub status, requiring action by Oracle.

• Total: Specifies the total number of service requests with the corresponding sub status.

Location: On the Incidents Dashboard view at Customer and Service Level.

The Not Updated over 30 Days widget shows the count of open service requests for both your organization's production and non-production environments, for which no updates have been made in the last 30 days. This widget offers you the opportunity to review the outstanding items, and either close them or schedule them for implementation. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

If there is at least one service request open in the last 30 days, you can click anywhere inside the widget to open the Not Updated Over 30 Days table, displaying the service requests open in the last 30 days.

Location: On the Incidents Dashboard view at Customer and Service Level.

The Customer Review widget shows the count of open service requests with the Customer Working sub status that can be performed immediately by the customer. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.

If there is at least one open service request with the sub status above, you can click anywhere inside the widget to open the Customer Review table, displaying the open service requests with the Customer Working sub status. Each record in the table shows detailed information for the corresponding service request.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Created: By Requester, then click Apply.

The Created: By Requester chart provides an overview of the number of service requests divided by the owner of the service request - either Oracle or the customer - which have been created over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of service requests that have been created over the specified time interval, divided by the owner of the service request.

Click the Open Table View option in the lower right corner of the chart to open the Created: By Requester table view in expanded mode.

Table View: The table view lists detailed records for the service requests associated with your organization's services, which have been created over the specified time interval.

Location: On the Incidents Chart view at Customer and Service Level. The Created: By Environment chart is displayed by default.

The Created: By Environment chart provides an overview of the number of service requests divided by environment, which have been created over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

If there are more than eight environments, only environments that count 80% of the number of service requests are displayed individually, while the rest of the environments are grouped as Other.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view shows the distribution of the service requests that have been created over the specified time interval between your organization's environments.

Click the Open Table View option in the lower right corner of the chart to open the Created: By Environment table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval.

Location: On the Incidents Chart view at Customer Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Created: By Service, then click Apply.

The Created: By Service chart provides an overview of the number of service requests divided by service, which have been created over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

If there are more than eight services, only services that count 80% of the number of service requests are displayed individually, while the rest of the services are grouped as Others.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view shows the distribution of the service requests that have been created over the specified time interval between your organization's services.

Click the Open Table View option in the lower right corner of the chart to open the Created: By Service table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Created: By SR Product, then click Apply.

The Created: By SR Product report provides an overview of the number of service requests divided by the SR product, as defined in My Oracle Support, which have been created over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

If there are more than eight products, only SR products that count 80% of the number of service requests are displayed individually, while the rest of the products are grouped as Others.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of open service requests that have been created over the specified time interval, divided by the SR product.

Click the Open Table View icon in the lower right corner of the chart to open the Created: By SR Product table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Created: By Severity, then click Apply.

The Created: By Severity report provides an overview of the number of service requests divided by severity, which have been created over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of service requests that have been created over the specified time interval, divided by severity, as defined in My Oracle Support:

• 1-Critical

• 2-Significant

• 3-Standard

• 4-Minimal

Click the Open Table View option in the lower right corner of the chart to open the Created: By Severity table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created over the specified time interval.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Top 5 Long Running Product Support Incidents, then click Apply.

The Top 5 Long Running Product Support Incidents table shows details about the 5 Product Support service requests that have been opened for the longest time period, as follows:

• Product Name: Indicates the product the service request is associated with in My Oracle Support.

• Component Name: Indicates the component type.

• Category: Indicates the service request subcomponent category.

• SR ID: Specifies the SR identifier from My Oracle Support.

• Aging (Days): Shows the number of days between the creation date of the service request, which is prior to the end date specified in the page or widget time selector, and the said date.

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Created section, select Top 5 Long Running Managed Cloud Incidents, then click Apply.

The Top 5 Long Running Managed Cloud Incidents table shows details about the 5 Managed Cloud service requests that have been opened for the longest time period, as follows:

• Product Name: Indicates the product the service request is associated with in My Oracle Support.

• Component Name: Indicates the component type.

• Category: Indicates the service request subcomponent category.

• SR ID: Specifies the SR identifier from My Oracle Support.

• Aging (Days): Shows the number of days between the creation date of the service request, which is prior to the end date specified in the page or widget time selector, and the said date.

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Closed section, select Closed: By Requester, then click Apply.

The Closed: By Requester chart provides an overview of the number of service requests divided by the owner of the service request - either Oracle or the customer - which have been closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of service requests that have been closed over the specified time interval, divided by the owner of the service request.

Click the Open Table View icon in the lower right corner of the chart to open the Closed: By Requester table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Closed section, select Closed: By Environment, then click Apply.

The Closed: By Environment chart provides an overview of the number of service requests divided by environment, which have been closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

If there are more than eight environments, only environments that count 80% of the number of service requests are displayed individually, while the rest of the environments are grouped as Others.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view shows the distribution of the service requests that have been closed over the specified time interval between your organization's environments.

Click the Open Table View icon in the lower right corner of the chart to open the Closed: By Environment table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval.

Location: On the Incidents Chart view at Customer Level. Click the Personalize charts option to open the Personalize list. In the Closed section, select Closed: By Service, then click Apply.

The Closed: By Service chart provides an overview of the number of service requests divided by service, which have been closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

If there are more than eight services, only services that count 80% of the number of service requests are displayed individually, while the rest of the services are grouped as Others.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view shows the distribution of the service requests that have been closed over the specified time interval between your organization's services.

Click the Open Table View option in the lower right corner of the chart to open the Closed: By Service table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval.

Location: On the Incidents Chart view at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Closed section, select Closed: By SR Product, then click Apply.

The Closed: By SR Product chart provides an overview of the number of service requests divided by the SR product, as defined in My Oracle Support, which have been closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

If there are more than eight products, only SR products that count 80% of the number of service requests are displayed individually, while the rest of the products are grouped as Others.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of service requests that have been closed over the specified period, divided by the SR product.

Click the Open Table View option in the lower right corner of the chart to open the Closed: By SR Product table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval.

Location: On the Incidents Chart view option at Customer and Service Level. Click the Personalize charts option to open the Personalize list. In the Closed section, select Closed: By Severity, then click Apply.

The Closed: By Severity report provides an overview of the number of service requests divided by severity, which have been closed over the specified time interval:

• the last year

• any of the last 12 months

By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.

Chart View: The chart view provides an overview of the number of service requests that have been closed over the specified time interval, divided by severity, as defined in My Oracle Support:

• 1-Critical

• 2-Significant

• 3-Standard

• 4-Minimal

Click the Open Table View option in the lower right corner of the chart to open the Closed: By Severity table view in expanded mode.

Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been closed over the specified time interval.