Oracle® Enterprise Manager Ops Center

Using Service Requests

12c Release 1 (12.1.2.0.0)

E37015-01

November 2012

This guide provides an end-to-end example for how to use Oracle Enterprise Manager Ops Center.

Introduction

This guide describes how to use service requests in your environment. Service requests communicate information about incidents to Oracle, including details about the asset and the problem.

To file and view service requests, you must provide My Oracle Support (MOS) credentials so that Oracle Enterprise Manager Ops Center can check the contract status of your assets.

Once you have provided MOS credentials, you can view contract and warranty information for your assets, and create new service requests for them. You can also view service requests and check their status.

The Auto Service Request (ASR) feature automatically creates a service request whenever a critical incident occurs. You can enable ASR to simplify service request creation.

You will complete the following tasks:

- Add MOS credentials to your environment's authentications

- View contract and warranty information

- File a Service Request

- View Service Requests

- Enable ASR

See Related Articles and Resources for links to related information and articles about ASR and service requests.

What You Will Need

You will need the following:

- A configured Enterprise Controller in Connected Mode

- Access to the Enterprise Controller system

- One or more managed assets

- At least one set of MOS credentials, which must be associated with the Customer Service Identifier (CSI) for the target assets

- A user with the Ops Center Admin role

Adding MOS Credentials

My Oracle Support (MOS) credentials are used to create service requests. When you provide MOS credentials, Oracle Enterprise Manager Ops Center verifies these credentials with My Oracle Support. Any asset that matches a Customer Service Identifier (CSI) associated with the MOS credentials can be the subject of a service request.

Note:
You must register the Enterprise Controller before adding My Oracle Support credentials.

1. Select the Enterprise Controller in the Administration section of the Navigation pane.

2. Click Edit Authentications in the Actions pane. The Edit Authentications window is displayed.

3. Add one or more sets of MOS credentials by clicking the Add MOS User icon and entering the username and password.

4. Click Apply.
A job is launched to update the authentications.

View Contract and Warranty Information

Once you have provided MOS credentials, you can display contract and warranty information for assets. Contract and warranty information is available for managed servers that have a serial number associated with a contract in the My Oracle Support database.

The contract and warranty information in Oracle Enterprise Manager Ops Center is updated each week, so contract changes or new contracts might take up to seven days to appear in the user interface. When a contract or warranty is about to expire, an alert is displayed as an Incident in the Message Center and the contract details are displayed in orange text in the asset's Summary tab.

1. Select a hardware asset in the Navigation pane.

2. Click the Summary tab. If the asset's serial number is associated with a contract, a Support row is displayed in the summary. The Support field contains the contract ID and expiration date.

- If the contract is within 90 days of expiration, the information is displayed in an orange font.

- If the contract has expired, the information is displayed in a red font.

File a Service Request

When your assets are associated with a contract and registered in the Oracle database, you can create service requests for them.

You can create a service request from an incident or from an asset. A service request created from an incident will include information about the incident.

To File a Service Request From an Incident

1. Click Message Center in the Navigation pane.

2. Click My Incidents or Unassigned Incidents.

3. Select an incident, then click the Open Service Request icon in the center pane.

To File a Service Request From an Asset

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

2. Click Open Service Request in the Actions pane.

View Service Requests

You can view all the current and completed service requests, and view details including their severity, summary, and current status.

1. Select Message Center in the Navigation pane.

2. Click a category of service requests: Open Service Requests, My Service Requests, or Service Requests Opened by Others. The service requests in the selected category are displayed.

3. To view details of a particular service request, highlight a row, then click the View Service Request icon.

4. Click Close.
If you need additional information about the service request, contact Oracle Support.

Using Auto Service Request

Auto Service Request (ASR) is a feature that automatically files service requests for specific assets when a critical incident occurs.

Providing Contact Information

An asset must have contact information for a service request to be filed for it. This information is used to locate the asset and provide a point of contact for it. Contact information includes the following:

- First name

- Last name

- Phone

- Email

- Country

- Address - Two address fields are provided, but only the first is required.

- City

- State or Province

- (Optional) Zip or Postal Code

- Time Zone

Before you enable ASR, you must provide default contact information for all assets. You can also provide separate contact information for specific assets or groups.

In this example, you will provide default credentials for your environment, then provide separate credentials for a group of assets.

Providing Default Contact Information

The default contact information is used when a new service request is created, unless you have specified separate contact information for an asset or group. You must provide default contact information before enabling ASR.

1. Select the Enterprise Controller in the Administration section of the Navigation pane.

2. Click Edit ASR Default Contact in the Actions pane.
The Default ASR Contact Information page is displayed.

3. Enter the contact information, then click Save.

Providing Contact Information for a Group

If you have assets in multiple locations, you must provide the correct contact information for these assets. If the assets in a separate location are in a group, use this procedure to provide contact information for that group.

1. Select a group in the Assets section of the Navigation pane.

2. Click Edit ASR Contact Information in the Actions pane.
The ASR Contact Information page is displayed.

3. Enter the contact information, then click Save.

Enabling ASR

When ASR is enabled, service requests are automatically generated for your assets when a qualified incident occurs.

1. Select the Enterprise Controller in the Administration section of the Navigation pane.

2. Click Enable ASR.
A confirmation window is displayed.

3. Click OK.
A job is launched to enable the ASR feature.

Related Articles and Resources

See the Oracle Enterprise Manager Ops Center Administration Guide for information about registering the Enterprise Controller, managing authentications, and managing Auto Service Request.

See the Oracle Enterprise Manager Ops Center Feature Reference Guide for information about viewing service requests.

Documentation Accessibility

For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.

Access to Oracle Support

Oracle customers have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.

Oracle Enterprise Manager Ops Center Using Service Requests, 12c Release 1 (12.1.2.0.0)

E37015-01

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