Monitoring the Hosting Platform - Expert Consolidation in Oracle Database 12c - page 314

Incident Manager will only display incidents belonging to targets you have access to in the top-right part of the
screen. When selecting an incident as shown in Figure 8-26 more detail is provided. In this example disk group DATA
has a few problems reported which needs to be investigated. The tracking pane is important from a manager's point of
view. With it the database team leader can assign events to DBAs in his team, add comments and change the lifecycle.
You can also see which rule set was responsible for creating the event. The “Guided Resolution” pane tries to be
helpful by suggesting where to look for the root cause of the problem. The narrower the problem source the better the
result but it cannot replace experience.
If multiple events are grouped by the incident then you will find those listed by clicking on the “Events”
tab. The “My Oracle Support Knowledge” tab directs you to My Oracle Support if your OMS is on online mode.
The Enterprise Manager tries to find MOS notes relevant to the problem at hand. The “Updates” tab shows what
happened during the lifetime of the incident. The initial entry in the list is the incident creation. You will see who
worked on the incident-acknowledgements, comments by the DBAs the incident was assigned to, and when the
incident was resolved.
When a new incident is raised the DBA manager assigns it to a DBA, using the “manage” button shown
in Figure 8-27 .
Figure 8-27. Assigning an incident to a DBA
Let's assume that the incident involves a crashed database. The DBA manager transfers the task of investigation
to DBA1 with high priority, and sends a short message as well. DBA1 will then receive the new task in his queue, but
still has to acknowledge it. This is useful for escalation: automatic escalation is based on incidents which have not
been acknowledged after a user-definable amount of time has passed. The standard view “My open incidents and
problems” shows each DBA which tasks remain to be dealt with. The database administrator can then acknowledge
the problem to show he has taken ownership of it and begin working on the investigation or resolution after setting
the status to “work in progress”.
As it turned out the database has crashed due to an ORA-600 error but it could be restarted. After the error
condition has cleared the incident was cleared as well.