Database Reference
In-Depth Information
Incidents can also contain multiple events; those events would be related and point to the same underlying cause.
The example in Figure
12-2
shows two metric alert events on a host target—a memory utilization metric alert event and
a CPU utilization metric alert event because the host is starting to suffer from a heavy load. We have a Warning severity
memory utilization metric alert event, and a short time later a Critical severity CPU utilization metric alert event.
Figure 12-2.
Incident with multiple events
An incident can be created containing both events in order to manage and track the resolution of the entire
incident. Again, we have additional attributes associated with the incident, as in the previous example. Enterprise
Manager automatically assigns the incident severity, based on the worst-case event severity of all the events contained
in the incident. Since the worst event severity is Critical, the incident severity is also set to Critical. Finally, the incident
has a summary, which is a short description of what the incident is about. The individual events are indicating the
machine load is high, so you can set the summary to that. Alternatively, you can set the incident summary to be the
same as the event messages.
If you are using one of the help-desk connectors to interface to a help-desk system, an incident might also result
in a help-desk ticket, which can allow the help-desk analyst to work on the incident. Within Enterprise Manager, you'll
be able to track both the ticket number and the status of that particular ticket.
Problems
A
problem
is the underlying root cause of an incident. In Enterprise Manager terms, a problem is specifically related
to an Automatic Diagnostic Repository (ADR) incident or Oracle software incident. Enterprise Manager automatically
creates a problem whenever it detects that an ADR incident has been raised. An ADR incident can be thought of
as a critical Oracle software problem typically requiring contacting Oracle Support, opening a service request, and
possibly receiving a patch for that problem.
Whenever an ADR incident is raised, we generate one incident in Enterprise Manager for that ADR incident, and
we also automatically generate a problem object as well. All the ADR incidents that have the same problem signature
(that is, the same root cause) will be linked into a single problem object (for example, ADR incidents for an ORA-0600
error that have the same arguments to the ORA-0600 error will be linked into a single problem object). The administrator
