Monitoring the Hosting Platform - Expert Consolidation in Oracle Database 12c - page 313

• Problem : A problem is purely an Oracle database issue reported in the Automatic Diagnostic
Repository. A problem can be any error reported in the alert.log of the database, or a stuck
archiver for example. If a problem does not lead to a situation affecting normal operations
Enterprise Manager will not create an incident by default. Problems are comparatively easy to
deal with since they can be packaged using the Support Workbench we know since Oracle 11.1
and sent to Oracle Support for investigation. If so desired a service request can automatically
be created as part of the process.
• Enterprise Rule Set : An enterprise rule set defines criteria for raising events. Oracle supplies a
basic set of rules out-of-the-box raising incidents for events requiring attention. You should
however consider creating your own enterprise rule sets to better cater to your environment.
The aforementioned Enterprise Rule Sets define under which conditions events should be raised. Oracle allows
a basic mode of operation out-of-the-box by defining rules to raise events for cases when you would expect the
attention of an administrator. All events have an event type indicating the part of Enterprise Manager where the event
was raised. In addition an event has a severity ranging from informational to fatal. The out-of-the box incident rules
do not include escalation rules which you need to define yourself if they are needed in your environment.
Incidents are the entities you work on as an administrator. Enterprise Manager 12c uses the Incident Manager
view to deal with events that occurred within the managed infrastructure. Figure 8-26 shows the Incident Manager's
main screen which you can get to via Enterprise ➤ Monitoring ➤ Incident Manager. When an incident is raised it is
placed into a queue with the status of “New” and not assigned to any user. An event is new until assigned, when its
status changes to work in progress. Once the underlying problem has been resolved, the incident is resolved. The
DBA manager can assign priorities to incidents. To ensure progress is made incidents can be escalated if they are not
worked on for a defined period of time. Manual escalation is possible at any time by a manager. Escalation is possible
in five different levels, giving you ample opportunity to alert even the VP of database operations if needed.
Figure 8-26. Incident Manager with an incident selected