Proactive Alert Process for Oracle Utilities Network Management Systems (NMS) Product (Doc ID 2760187.1)

Last updated on MARCH 21, 2023

Applies to:

Details

Whether there is a major storm,  hardware update, major software updates etc, you may require that the NMS product group be proactively notified/alerted to your situation.

Customer support has put in place a notification procedure through the SR system that will take care of notifying management and the technical groups for you.

Actions

 Go to Service Requests and select the "Create Technical SR".

Enter a "Software" issue with a Problem Type of "Proactive Notification to NMS Support - Events Requiring Heightened Awareness.

There are two categories to choose and will require only a few minutes to complete:

• An External Event (such as hurricane, ice storms, fires or civil unrest)
• An Internal Event (Go-lives, NMS upgrade or hardware replacement)

Complete the Answer section which asks just a few questions such as when the event will impact you, the expected duration of the event and a brief description of the event.

This proactive notification does NOT replace submitting an SR when a critical system issue does occur.  You will need to submit an SR describing the specific situation that is occurring.   The basic process is listed within the Solution Recommendations for your reference:

Contacts

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