16 Monitoring the Exalogic Machine Using Oracle Enterprise Manager Ops Center

This chapter describes how to manage assets of an Exalogic machine in a physical configuration using a standalone Oracle Enterprise Manager 11g Ops Center installation that is external to Exalogic.

The information in this chapter is intended to be a reference model, to help you understand how an external, standalone installation of an Oracle product like Enterprise Manger Ops Center 11g or Enterprise Manager Cloud Control can be used to manage the assets in an Exalogic machine in a physical configuration.

Note:

Exalogic virtual configurations include Exalogic Control, which provides the management and monitoring interface for Exalogic. The information in this chapter is relevant only for Exalogic physical configurations.

This chapter contains the following sections:

16.1 Overview

Oracle Enterprise Manager 11g Ops Center can optionally be used to monitor the following components in the Exalogic machine infrastructure:

  • Exalogic compute nodes

  • Storage appliance

  • Sun Network QDR InfiniBand Gateway Switches

  • Sun Datacenter InfiniBand Switch 36

Although Oracle Enterprise Manager is optional in the Exalogic machine environment, Oracle recommends that you use Oracle Enterprise Manager Ops Center to monitor the hardware components of the Exalogic machine.

16.2 Key Features

Oracle Enterprise Manager 11g Ops Center supports the following key features in the Exalogic machine environment:

  • Hardware lifecycle management

  • InfiniBand fabric views and Ethernet network view

  • Console access to launch the browser user interface for managing the storage appliance and the InfiniBand switches

  • Serial console access to the service processors of compute nodes, switches, and storage appliance

  • Integration with Oracle Services

  • Problem management for the storage appliance

    Note:

    The storage appliance has the ability to create service requests when it detects a problem condition. When the appliance is running in the Oracle Enterprise Manager Ops Center environment, Ops Center also detects the problem condition and creates an alert. You can use this feature of Ops Center to report all problems.

In addition, Oracle Enterprise Manager Ops Center supports bare metal provisioning, discovery of hardware assets, patch automation, import of firmware images, creation policies, and firmware upgrade for the hardware components of an Exalogic machine.

16.3 Prerequisites

The following are the prerequisites for using Oracle Enterprise Manager Ops Center:

  • Installing and configuring Oracle Enterprise Manager Ops Center outside of the Exalogic machine

    You must connect the system that you installed Oracle Enterprise Manager Ops Center on to the Exalogic machine's Ethernet network either directly to the switch in the rack or to a datacenter switch carrying that network.

    For information about installing Oracle Enterprise Manager Ops Center, see the following URL:

    http://download.oracle.com/docs/cd/E11857_01/nav/management.htm

    Note:

    After installing Oracle Enterprise Manager Ops Center, you can deploy the enterprise controller and proxy controllers on the same machine.

    For more information about site preparation and installation, see the "Site Preparation" and "Installation" sections in the Oracle Enterprise Manager Ops Center documentation.

  • Verifying the IP addresses assigned to each of the management and data interfaces on the hardware components of the Exalogic machine

16.4 Accessing Oracle Enterprise Manager Ops Center Documentation

You can access Oracle Enterprise Manager Ops Center documentation at the following URL:

http://docs.oracle.com/cd/E11857_01/nav/management.htm

16.5 Launching Oracle Enterprise Manager Ops Center

When you launch Oracle Enterprise Manager Ops Center in a web browser, the login page is displayed.

After successful login, the home page is displayed, as in Figure 16-1.

Figure 16-1 Oracle Enterprise Manager Home Page

Description of Figure 16-1 follows
Description of "Figure 16-1 Oracle Enterprise Manager Home Page"

16.6 Understanding the Workflow

Figure 16-2 illustrates the workflow for the management of Exalogic machine hardware components using Oracle Enterprise Manager Ops Center.

Figure 16-2 Management of Exalogic Machine Hardware Using Oracle Enterprise Manager Ops Center

Description of Figure 16-2 follows
Description of "Figure 16-2 Management of Exalogic Machine Hardware Using Oracle Enterprise Manager Ops Center"

16.7 Managing Users and Roles

You can add users to Oracle Enterprise Manager Ops Center from the local authentication subsystem of the Enterprise Controller's operating system. Each user can be given a different role which grants or denies access to the different functions of Oracle Enterprise Manager Ops Center. You can view the existing Users from the Users tab of the Administration section.You can view the Roles of existing users from the Roles tab of the Administration section.

Note:

For more information about User and Role management in Enterprise Manager Ops Center, see the "User and Role Management" topic in the Administration section in the Oracle Enterprise Manager Ops Center 11g documentation. This topic describes the following tasks:

  • Adding a user

  • Deleting a user

  • Roles and authorizations

  • Assigning a role

  • Configuring a notification profile

  • Deleting a notification profile

16.8 Discovering and Managing Exalogic Machine Hardware

This section describes how to discover and manage the hardware components of the Exalogic machine. For a list of the hardware components managed by Oracle Enterprise Manager Ops Center, see Section 16.1, "Overview".

To discover and manage Exalogic hardware:

  1. On the Oracle Enterprise Manager Ops Center home page, click Custom Discovery on the Actions panel.

    The following screen is displayed.

    Figure 16-3 Custom Asset Discovery Screen

    Description of Figure 16-3 follows
    Description of "Figure 16-3 Custom Asset Discovery Screen"

  2. In the Custom Asset Criteria Table section, click the New Criteria icon to define new discovery criteria. The Specify Asset Discovery Criteria section in Figure 16-3 is enabled. You must define discovery criteria for the following assets in your Exalogic machine individually:

    • Compute Nodes

    • Storage appliance

    • Sun Network QDR InfiniBand Gateway Switches

    • Sun Datacenter InfiniBand Switch 36

      Note:

      This switch is used in multirack configuration scenarios only. It is not connected in a Exalogic machine single rack configuration.

  3. For each of the above asset categories, in the Specify Asset Discovery Criteria section, enter the following:

    • A name for the criteria

      Note:

      For example, you can enter ComputeNode for the compute nodes' discovery criteria, Storage for the storage appliance's discover criteria, Gateway for the gateway switches' discovery criteria.

    • IP addresses, ranges, or subnets

      Note:

      In this field, enter the IP addresses or ranges assigned to your Exalogic machine components.

    • Host names

      Note:

      In this field, enter the host names, if any, assigned to your Exalogic machine components.

  4. After setting the discovery criteria for each of the Exalogic machine asset categories, name and save the criteria. You can check Save Criteria for Future Use to save the criteria for future use.

    Note:

    You can launch the discoveries all at once by multiple selection of the saved criteria.

  5. Click Discover Assets.

    When the assets are discovered, they are listed under the Available to be Managed Assets tab on the home page.

  6. To add assets to the Assets panel, click the Available to be Managed Assets tab, select the assets, and click the Managed Assets icon. The selected asset is now listed under the Managed Assets tab on the home page.

Note:

In addition to discovering hardware assets, you may discover operating systems running on the host compute nodes.

16.9 Grouping Exalogic Machine Hardware Assets

This section describes how to group the Exalogic-specific managed assets to reflect their physical containment hierarchy.

It contains the following topics:

16.9.1 Prerequisites

Before grouping Exalogic-specific managed assets, ensure that all Exalogic-specific hardware assets, such as compute nodes, storage appliance, and network switches are discovered and managed. However, you can extend or modify the groups at any time. For more information, see Section 16.8, "Discovering and Managing Exalogic Machine Hardware".

In addition, verify that all Exalogic-specific assets are listed under Managed Assets, as shown in the example (Figure 16-9).

16.9.2 Creating the Exalogic Top-Level Group

To create a top-level group for Exalogic machine assets, complete the following steps:

  1. On the right navigation pane named Actions, click Create Group under Organize. The Configure/Modify Group screen is displayed.

  2. In the Configure Group screen, in the Group Name field, enter a name for the new Exalogic group. For example, enter Exalogic. Enter a description in the Description field. Select the Top Level (Root) option as Location. See Figure 16-4.

    Figure 16-4 Configure Group

    Description of Figure 16-4 follows
    Description of "Figure 16-4 Configure Group"

    Note:

    When you are naming your group, you can also specify the host name of an Exalogic rack. For example, you can enter Exalogic el01 as a group name.

  3. After entering the group information and selecting the location, click Next. The Summary screen is displayed, as in Figure 16-5.

    Figure 16-5 Group Summary Screen

    Description of Figure 16-5 follows
    Description of "Figure 16-5 Group Summary Screen"

  4. On the Summary screen, click Finish. The Exalogic group is created at the top-level (root).

16.9.3 Creating a Sub-Group for Exalogic Compute Nodes

After creating a top-level group for the Exalogic machine, you can create a sub-group for Exalogic compute nodes as follows:

  1. On the right navigation pane named Actions, click Create Group under Organize. The Configure/Modify Group screen is displayed.

  2. In the Configure Group screen, in the Group Name field, enter a name for the new Exalogic group. For example, enter ComputeNodes. Enter a description in the Description field. Select the Inside a user-defined Group/Subgroup option as Location. In the Group Selection Panel, select the Exalogic top-level group that you created in Section 16.9.2. The Configure Group screen should be similar to Figure 16-6.

    Figure 16-6 Configure Sub-Group for Compute Nodes

    Description of Figure 16-6 follows
    Description of "Figure 16-6 Configure Sub-Group for Compute Nodes"

  3. After entering the sub-group information and selecting the group location, click Next. The Summary screen is displayed.

  4. On the Summary screen, click Finish. The ComputeNodes sub-group is created under the Exalogic group.

16.9.4 Creating a Sub-Group for the Storage Appliance

After creating a top-level group for the Exalogic machine, you can create a sub-group for the storage appliance, which is included in the Exalogic machine.

You can create a sub-group for this storage appliance as follows:

  1. On the right navigation pane named Actions, click Create Group under Organize. The Configure/Modify Group screen is displayed.

  2. In the Configure Group screen, in the Group Name field, enter a name for the new Exalogic group. For example, enter Storage. Enter a description in the Description field. Select the Inside a user-defined Group/Subgroup option as Location. In the Group Selection Panel, select the Exalogic top-level group that you created in Section 16.9.2. The Configure Group screen should be similar to Figure 16-7.

    Figure 16-7 Configure Sub-Group for Storage Appliance

    Description of Figure 16-7 follows
    Description of "Figure 16-7 Configure Sub-Group for Storage Appliance"

  3. After entering the sub-group information and selecting the group location, click Next. The Summary screen is displayed.

    Note:

    Ensure that you do not select the Configure group rules option.

  4. On the Summary screen, click Finish. The Storage sub-group is created under the Exalogic group.

16.9.5 Creating a Sub-Group for InfiniBand Switches

After creating a top-level group for the Exalogic machine, you can create a sub-group for the InfiniBand switches and gateways (leaf switches and spine switches), which are included in the Exalogic machine.

You can create a sub-group for these InfiniBand switches as follows:

  1. On the right navigation pane named Actions, click Create Group under Organize. The Configure/Modify Group screen is displayed.

  2. In the Configure Group screen, in the Group Name field, enter a name for the new Exalogic group. For example, enter IBswitches. Enter a description in the Description field. Select the Inside a user-defined Group/Subgroup option as Location. In the Group Selection Panel, select the Exalogic top-level group that you created in Section 16.9.2. The Configure Group screen should be similar to Figure 16-8.

    Figure 16-8 Configure Sub-Group for InfiniBand Switches

    Description of Figure 16-8 follows
    Description of "Figure 16-8 Configure Sub-Group for InfiniBand Switches"

  3. After entering the sub-group information and selecting the group location, click Next. The Summary screen is displayed.

  4. On the Summary screen, click Finish. The IBswitches sub-group is created under the Exalogic group.

16.9.6 Adding Assets to a Group

After creating the top-level Exalogic group and its sub-groups, you must add Exalogic-specific managed assets to a group.

To add an Exalogic-specific managed asset to a group, do the following:

  1. On the All Assets page, click the Managed Assets tab. Exalogic-specific managed assets are listed under All Managed Assets.

  2. Select a managed asset, and click the Add Asset to Group icon.

    Note that you can add more than one asset to a group or subgroup simultaneously by selecting the assets. Hold the Ctrl key on your keyboard while selecting the assets.

    The Add Assets to Group/SubGroup screen is displayed.

  3. Select the relevant sub-group (ComputeNodes, Storage, or IBswitches) under the Exalogic group. Click the Add Assets to Group button. The selected asset is added to the selected group/sub-group.

  4. Repeat these steps for each of the Exalogic compute nodes, the storage appliance, and the InfiniBand switches listed under Managed Assets.

16.10 Viewing Exalogic Compute Nodes

To view Exalogic compute nodes, do the following:

  1. On the left navigation pane, under Assets, from the drop-down list, select the All User Defined Groups option.

  2. Select the Exalogic top-level group. The Exalogic group page is displayed, as in Figure 16-9.

    Figure 16-9 Exalogic Group View

    Description of Figure 16-9 follows
    Description of "Figure 16-9 Exalogic Group View"

  3. On the left navigation pane, select a particular compute node under the ComputeNodes sub-group to view information about that compute node.

  4. Click the Hardware tab to view detailed information about that compute node. This information includes CPU, memory, network adapter, disk, power supply, and fan tray (fan). For example, see Figure 16-10.

    Figure 16-10 Compute Node Hardware Information

    Description of Figure 16-10 follows
    Description of "Figure 16-10 Compute Node Hardware Information"

  5. Review this information to verify that the configuration corresponds to the compute node configuration in your Exalogic machine.

  6. If you wish to launch the Service Processor (SP) console from within this screen, click the Console tab. If your console connection is not enabled, enable it by clicking the Enable the Console Connection icon.

  7. Click the Connect to the Console icon. The SP console for the selected compute node is launched, as shown in Figure 16-11.

    Figure 16-11 Launching Service Processor Console

    Description of Figure 16-11 follows
    Description of "Figure 16-11 Launching Service Processor Console"

  8. On the right navigation pane named Actions, click the Launch LOM Controller option to verify that the Sun Integrated Lights Out Manager (ILOM) web interface for the compute node can be launched.

16.11 Viewing InfiniBand Switches

To view Exalogic-specific InfiniBand switches, do the following:

  1. On the left navigation pane, under Assets, from the drop-down list, select the All User Defined Groups option.

  2. Select the Exalogic top-level group. The Exalogic group page is displayed, as in Figure 16-9.

  3. On the left navigation pane, select a particular switch under the IBswitches sub-group to view information about that switch. You should see a page similar to the compute node page shown in Figure 16-12.

  4. Click the Hardware tab to view detailed information about that switch. This information includes ports, network adapters connected to the switch, and so on. The hardware information about the switch is displayed, as in Figure 16-13.

    Figure 16-13 Switch Hardware Information

    Description of Figure 16-13 follows
    Description of "Figure 16-13 Switch Hardware Information"

  5. Review this information to verify that the configuration corresponds to the corresponding switch specifications in your Exalogic machine.

    In addition, verify that the information matches with the configuration of the network managed by Oracle Enterprise Manager Ops Center. To view information about managed networks, on the left navigation page, click Managed Networks to view network information.

  6. If you wish to view connectivity information about service processor and server port, click the Connectivity tab.

  7. If you wish to view information about switch ports, click the Port Monitoring tab.

  8. If you wish to launch the Service Processor (SP) console from within this interface, click the Console tab. If your console connection is not enabled, enable it by clicking the Enable the Console Connection icon.

  9. Click the Connect to the Console icon. The SP console for the selected switch is launched, as shown in Figure 16-11.

  10. On the right navigation pane named Actions, click the Launch LOM Controller option to verify that the Sun Integrated Lights Out Manager (ILOM) web interface for the switch can be launched.

16.12 Viewing the Storage Appliance

To view the storage appliance included in the Exalogic machine, do the following:

  1. On the left navigation pane, under Assets, from the drop-down list, select the All User Defined Groups option.

  2. Select the Exalogic top-level group. The Exalogic group page is displayed, as in Figure 16-9.

  3. On the left navigation pane, select the storage appliance under the Storage sub-group to view information about the storage appliance, as shown in Figure 16-14.

    Figure 16-14 Storage Appliance View

    Description of Figure 16-14 follows
    Description of "Figure 16-14 Storage Appliance View"

  4. Click the Hardware tab to view detailed information about the storage appliance. This information includes CPU, memory, network adapters, disks, and so on.

    Figure 16-15 Storage appliance Hardware View

    Description of Figure 16-15 follows
    Description of "Figure 16-15 Storage appliance Hardware View"

  5. Review this information to verify that the configuration corresponds to the corresponding storage appliance specifications in your Exalogic machine.

  6. Click the Storage Shares tab to view the shares (exported file systems) configured on the storage appliance, as shown in Figure 16-16.

    Figure 16-16 Viewing Shares Configured on the Storage Appliance

    Description of Figure 16-16 follows
    Description of "Figure 16-16 Viewing Shares Configured on the Storage Appliance"

  7. If you wish to launch the administration console for the storage appliance from within the Oracle Enterprise Manager Ops Center interface, click the Terminal tab.

    Note:

    You can also launch the storage appliance UI, detailed dashboard, analytics, and manage shares and services by selecting an appropriate action from the Operate actions pane, as shown in Figure 16-15.

16.13 Viewing the InfiniBand Fabric and Its Nodes

You can view the InfiniBand fabric and its nodes in Enterprise Manager Ops Center.

To view the InfiniBand fabric, do the following:

  1. On the left navigation pane, under Managed Assets, from the drop-down list, select the option that starts with the Fabric: string. This string is of the format: Fabric: fabric@<IP address>

    When you collapse this fabric string, you will see compute nodes, gateway switches, and the storage appliance. You can select each of them to view information about a particular fabric node.

  2. In the navigation pane, click a compute node under the ComputeNodes sub-group under the fabric. Information about that particular fabric node.

  3. From this view, you can view detailed information about the fabric node, such as Summary, Hardware, Capabilities, Connectivity, Problems, Monitoring, Port Monitoring, Console, Jobs, Configuration, Charts, and Service Requests.

  4. Similarly, on the left navigation pane, under the fabric drop-down list, click a gateway switch. Information about the switch as a fabric node is shown, as shown in Figure 16-18.

    Figure 16-18 Viewing a Switch in the Fabric

    Description of Figure 16-18 follows
    Description of "Figure 16-18 Viewing a Switch in the Fabric"

  5. To monitor switch ports, click the Port Monitoring tab. Monitoring information about the switch ports is displayed, as shown in Figure 16-19.

    Figure 16-19 Switch Port Monitoring

    Description of Figure 16-19 follows
    Description of "Figure 16-19 Switch Port Monitoring"

  6. From this view, you can view detailed information about the fabric node, such as Summary, Hardware, Capabilities, Connectivity, Problems, Monitoring, Port Monitoring, Console, Jobs, Configuration, Charts, and Service Requests.

  7. Similarly, on the left navigation pane, under the fabric drop-down list, click the storage appliance. Information about the storage appliance as a fabric node is shown, as shown in Figure 16-20.

    Figure 16-20 Viewing the Storage Appliance in the Fabric

    Description of Figure 16-20 follows
    Description of "Figure 16-20 Viewing the Storage Appliance in the Fabric"

  8. If you wish to launch the administration console for any of the fabric nodes (compute nodes, storage appliance, or gateway switches) from within the Oracle Enterprise Manager Ops Center interface, click the Terminal tab in the respective fabric dashboard pages.

16.14 About Problem Management

Problem management in Enterprise Manager Ops Center comprises several components that are designed to work together to simplify managing problems for the hardware assets in your Exalogic machine. The components include monitoring rules, suggested actions, and tools to automate problem identification and resolution.

When monitoring is enabled, it is connected with a problem management and notification system. Monitoring includes a standard set of monitoring rules and attributes, many of which are editable. In addition, you can add custom monitoring attributes and alert conditions.

A new alert is generated every time an attribute does not meet a monitoring rule. When an attribute for a managed asset or sub-asset type does not meet a monitoring rule, an alert is generated and is displayed as a problem in the Message Center. If an attribute exceeds a monitoring rule and then later meets the rule, the alert is automatically cleared. If the attribute does not meet the rule again, a new alert is generated.

Note:

For more information about problem management in Enterprise Manager Ops Center, see the "Problem Management" topic in the User section in the Oracle Enterprise Manager Ops Center 11g documentation. This topic describes the following tasks:

  • Viewing unresolved problems

  • Viewing problem details

  • Assigning a problem

  • Acknowledging problems

  • Adding an annotation

  • Displaying an annotation

  • Using maintenance mode

  • Taking action on a problem

  • Marking a problem repaired

  • Closing a problem

16.15 Using Monitoring Profiles and Rules

Monitoring rules, profiles, and plans detect components or attributes of a managed asset or resource that are not operating within specified parameters. A resource is a generic term for any resource managed through Enterprise Manager Ops Center, it can be an asset, a group, a network, or a library. An Enterprise Manager Ops Center administrator has permissions to edit and add monitoring rules and profiles.

The following are the main components of a complete monitoring configuration:

  • Monitoring Rules - Express alerting conditions. You can apply one or more rules to an asset in order to monitor the asset and raise an alert when the monitoring rule condition is met.

  • Monitoring Profiles - A set of monitoring rules targeted to a specific asset type. Default monitoring profiles contain a set of rules that are automatically applied. You can copy a profile and manually configure the rules in the profile.

Note:

For more information about monitoring profiles and rules, see the "Monitoring Profiles and Rules" topic in the Advanced User section in the Oracle Enterprise Manager Ops Center 11g documentation.

16.15.1 Creating a Monitoring Profile

You can create a new monitoring profile and edit the profile to add rules.

To create a monitoring profile, do the following:

  1. Expand Plan Management in the navigation pane.

  2. Click Monitoring Profiles.

  3. Click Create Profile in the Action pane.

  4. Provide a name and description for the monitoring profile, then select the resource type for the profile from the Subtype list.

  5. Click Finish to save the profile. The new profile will appear in the center content pane.

  6. (Optional) To add or remove rules or change monitoring parameters, double-click the profile in the center content pane.

  7. (Optional) To make this profile the default monitoring profile, click the Set as Default Profile icon.

16.15.2 Adding a Monitoring Rule from the Asset View

To add a monitoring rule from the asset view, do the following:

  1. Click Assets in the Navigation pane, expand the tree and click the asset to which you want to add the rule.

  2. Click the Monitoring tab to see a list of all the monitoring rules.

  3. Click the Add Alert Monitoring Rule icon in the center pane. The Add Alert Monitoring Rule Parameters window is displayed.

  4. Select a Rule Type from the drop-down menu: Threshold, Boolean Control, Enumerated Control or Expression

  5. Select an Asset Type from the drop-down menu.

  6. Complete the Monitored Attribute. If you selected Expression, the Monitored Attribute option is not available.

  7. Provide a name and description for the rule that will appear in the Profile Details page.

  8. Define the monitoring schedule, either continuously or for a specific time period. The start and end times are based on the monitored asset's time zone.

  9. Define how long the alerting condition must last to be considered an alert. The default setting is 5 minutes. You can change the amount of time and the unit of measurement to be either minutes, hours, or days.

  10. Complete the Alert parameters for the different severity levels.

  11. Use the Immediate Action field to define what action should take place when a problem is detected.

  12. Click Apply to save the rule. The new rule will appear in the profile.

16.16 Using Reports in Oracle Enterprise Manager Ops Center

Reports in provide you with insight into all phases of the asset lifecycle. You can gather more detailed information about job history, firmware, OS updates, and then export that information to CSV or PDF output. Problem reports export to HTML.

You can create the following reports in Enterprise Manager Ops Center:

  • Problem reports

    Problem reports summarize problem details for a specific managed asset or detailed information about specific problems. You can export these reports into an HTML output. The Summary Reports provide you with an historical account of the detected problems. You can create a report for a specific time period, for a specific severity level, status, type of problem, or the asset groups affected by the problem. These reports are invaluable in trend analysis and identifying patterns that you can then take steps to mitigate.

  • Firmware compliance reports

    Firmware Compliance Reports enable you to maintain consistent firmware versions across your data center. You can associate one of your firmware profiles with the report, then run the Firmware Compliance Report to determine if the firmware on the asset complies with your firmware profile's specifications. If assets do not contain the firmware version identified in the profile, you can update the firmware from the report.

  • Server provisioning reports

    Obtain a report of historical server provisioning actions. Run this simple ad-hoc report to obtain details about the Deployment Plan provisioning activities that occurred over a specified time period. Get specific information about the activity, including who ran the provisioning job, which profiles were selected, and the final outcome.

  • System information reports

    Run a system information report to obtain the information about different resource types such as compute nodes, chassis, logical domains, global zone, and non-global zone. The system information report displays information about the current configuration of the targets.

    Note:

    For information about using reports, see the "Reports" topic in the User section in Oracle Enterprise Manager Ops Center 11g documentation. This topic describes the following tasks:

    • Creating charts

    • Creating a system information report

    • Updating reports

    • Creating problem reports

16.17 Using Oracle Services in Oracle Enterprise Manager Ops Center

Oracle Services enable you to view contract or warranty information and service requests for a specific asset. You can also view service requests that were filed as the result of an alert or problem in Enterprise Manager Ops Center, view service request details, and file a service request. By using Ops Center, you can display current contract and warranty information for a specific asset, or you can view the entitlements associated with your Oracle online account. An alert appears in the UI when a contract or warranty is about to expire.

You can quickly and easily create new service requests in the Oracle Enterprise Manager Ops Center UI. When you create a service request in the UI, you can view your requests and the requests of others in the UI.

Note:

You cannot display service requests filed outside of Oracle Enterprise Manager Ops Center. If you enter a service request outside of the UI, you must go to the Service Requests Home page on My Oracle Support to view the request and status.

This section discusses the following topics:

16.17.1 Prerequisites for Using Oracle Services in Oracle Enterprise Manager Ops Center

The following are the prerequisites for using Oracle Services in Oracle Enterprise Manager Ops Center:

  • Register your assets with My Oracle Support

  • Register your user as a My Oracle Support user in order to have access to the My Oracle Support database

  • Run Enterprise Manager Ops Center in Connected Mode

To access the database, your user must be registered as a My Oracle Support user. This is the same account that is used to access My Oracle Support at http://support.oracle.com.To register an Oracle.com account, go to https://myprofile.oracle.com/EndUser/faces/profile/createUser.jspx?tid=minimal&nextURL=https://support.oracle.com:443/CSP/ui/flash.html?login.

To determine if you are running in Connected Mode and have access to My Oracle Support, view the following connection icons in the upper right corner of the UI:

  • World icon indicates Internet connection

  • Shield icon indicates connectivity to the Oracle Knowledge Base

  • Phone icon indicates the connection status to My Oracle Support Services

    If the icons do not contain color, you are not connected. The following graphic shows how the icons appear when you are connected.

    Description of ocphone.gif follows
    Description of the illustration ocphone.gif

16.17.2 Viewing Service Requests

To view the service requests, complete the following steps:

  1. In the left navigation pane, click Message Center.

  2. Click Open Service Requests, My Service Requests, or Service Requests Opened by Others to display a list of requests.

  3. To view details of a particular service request, highlight a row, then click the View Service Request icon. The following graphic shows an example service request.

    Description of srdetails.jpg follows
    Description of the illustration srdetails.jpg

    Note:

    You can also view all open service requests associated with a particular asset. To do so, select an asset under Assets in the navigation pane, click the Service Requests tab in the content pane.

16.17.3 Filing a Service Request

When your assets are associated with a contract and registered in the Oracle database, you can create and file a service request in Ops Center from a problem or from an asset. See Section 16.17.1, "Prerequisites for Using Oracle Services in Oracle Enterprise Manager Ops Center" for requirements that must be met before successfully filing a service request ticket.

If the asset is not registered in My Oracle Support, the service request job will fail.

To file a service request from a problem, do the following:

  1. Click Message Center in the Navigation pane.

  2. Click My Problems or Unassigned Problems.

  3. Highlight the problem, then click the phone icon in the center pane.

To file a service request from an asset, do the following:

  1. Click the server or hardware in the Assets section of the Navigation pane.

  2. Click Open Service Request in the Actions pane. The action is disabled if the connection cannot be established.