It contains the following topics:
Auto Service Request (ASR) is a secure, scalable, customer-installable software feature of warranty and Oracle Support Services that provides auto-case generation when common hardware component faults occur. ASR is designed to enable faster problem resolution by eliminating the need to initiate contact with Oracle Support Services for common hardware component failures, reducing both the number of phone calls needed and overall phone time required. ASR also simplifies support operations by using electronic diagnostic data. Easily installed and deployed, ASR is completely controlled by you, the customer, to ensure security. ASR is applicable only for component faults. Not all component failures are covered, though the most common components (such as disk, fan, and power supplies) are covered.
ASR is not a replacement for other monitoring mechanisms, such as SMTP and SNMP alerts, within your data center. It is a complementary mechanism that expedites and simplifies the delivery of replacement hardware. ASR should not be used for downtime events in high-priority systems. For high-priority events, contact Oracle Support Services directly.
The recommended configuration is to install the ASR Manager, which receives fault telemetry information from Exalogic compute nodes, on a system outside of Exalogic. This machine can also be a virtual machine that runs Oracle Solaris or Oracle Linux.
Although it is possible to install ASR Manager on one of the Exalogic compute nodes, it is recommended that you install it outside of Exalogic.
Before installing ASR, ensure that the following conditions are met:
Make sure that all of your Exalogic machine assets have a Contact assigned and that the contact is correct and current.
Identify and designate a system, outside of Exalogic, to serve as ASR Manager.
Identify and verify ASR assets.
Ensure connectivity to the Internet using HTTPS.
For Exalogic compute nodes, ASR only covers what the ILOM monitors.
The following are the prerequisites for installing ASR Manager on a system outside of Exalogic:
Root access to the system on which ASR Manager will be installed
Operating system: Oracle Linux 5.3 and later, or Oracle Solaris 10, Update 6 (10u6) and later
Java version: at least JRE/JDK 1.6.0_04
Installing ASR Manager on a standalone system (a machine outside of Exalogic running Oracle Linux or Oracle Solaris) involves the following steps:
To install service tags for Oracle Linux, complete the following steps:
If necessary, download Sun Service Tags 1.1.5 from the following URL, and unzip:
Run the following commands to install the service tags:
rpm -i sun-servicetag-1.1.5-1.i386.rpm
rpm -i sun-hardware-reg-1.0.0-1.i386.rpm
To install the SASM package, complete the following steps:
Run the following command, as a
root user, to verify you have version 1.2.1 or later:
On Oracle Linux:
# rpm -q SUNWsasm
On Oracle Solaris:
# pkginfo -l SUNWsasm
If required, download SASM 1.2.1 from the following URL:
root, run the following command to install the SASM package:
On Oracle Linux:
# rpm -i SUNWsasm.version_num.
On Oracle Solaris:
# pkgadd -d SUNWsasm.version_num.
To install the ASR package, complete the following steps:
Download the ASR package from the following URL, and unzip:
root, run the following commands to install the ASR package:
On Oracle Linux:
# rpm -i SUNWswasr.version_num.
On Oracle Solaris:
# pkgadd -d SUNWswasr.version_num.
asr command to the
PATH (update to the root's
.bashrc as needed):
PATH=$PATH:/opt/SUNWswasr/bin/asr export PATH
To register the ASR Manager, see the topic Register the ASR Manager in Oracle® Auto Service Request Installation and Operations Guide.
To activate the ILOM for Exalogic compute nodes, complete the following steps:
Activate the ASR Manager host machine by running the following command:
asr activate_asset -i IP_address_of_ASM_Manager_host_machine
Activate ILOM for Exalogic compute nodes individually by running the following command:
asr activate_asset -i ILOM_IP_address_of_compute_node
For a list of default ILOM IP addresses assigned to Exalogic compute nodes, see Chapter 4, "Default IP Addresses and Ports Used in Exalogic Machine."
To activate the storage appliance included in your Exalogic machine, complete the following steps:
Ensure that you have a valid My Oracle Support Account.
Ensure that you can connect to the Internet from your storage appliance using either a direct connection or a web proxy.
In a web browser, enter the IP address or host name you assigned to the
NET0 port of either storage head as follows:
The login screen appears.
root into the Username field and the administrative password that you entered into the appliance shell kit interface and press the
Enter key. The Welcome screen is displayed.
Click the Configuration tab, and click SERVICES. On the left navigation pane, click Services to display the list of services.
Click Phone Home, as shown in Figure 17-1.
When you click Phone Home, the Phone Home page is displayed, as shown in Figure 17-2.
In the My Oracle Support Username field, enter your username.
In the Password field, enter the password for your My Oracle Support account.
If you are using a web proxy to connect to the Internet from the storage appliance, select the Use web proxy option, and enter the following information:
In the Host : port field, enter the complete host name of your web proxy server and the port.
In the Username field, enter your user name for the accessing the web proxy server.
In the Password field, enter your password.
Click the Apply button.
When the Service Enable / Disable popup is presented, select the Enable option.
For information about network configuration for the storage appliance, see Section 8.4.4, "Network Configuration Options."
ASR activation for the storage appliance covers ILOM on the storage server heads.
This section contains the following topics:
To approve Exalogic machine assets in My Oracle Support, complete the following steps:
Log in to My Oracle Support.
On the home page, click the More... tab, and click Settings.
In the Settings left-hand section, click Pending ASR Activations.
Select the Exalogic machine hardware component you want to activate and review the information on the ASR Activation – Asset screen, as shown in Figure 17-3. You may need to update information about your Exalogic machine, as required.
Click Approve to complete activation.
An Exalogic machine asset must be in an active ASR state in My Oracle Support in order for Service Request autocreate to work.
To view and verify ASR assets (Exalogic machine components whose ASR is active), complete the following steps:
On the standalone system where ASM Manager is running, run the following command to verify the status of your Exalogic machine assets:
This command should list ASR assets in your Exalogic machine, including compute nodes and storage server heads.
Log in to My Oracle Support. You must see the same set of ASR assets with their correct serial numbers.