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Release 4.8

E37468-09
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Oracle® Auto Service Request

Security White Paper

Release 4.8

E37468-09

April 2014

This document explains the technical aspects of the Oracle Auto Service Request (ASR) service that automates the Oracle Support process by using fault event telemetry from your qualified ASR hardware products to initiate a Service Request.

The following topics are described:

1 Introduction to Oracle Auto Service Request (ASR)

Auto Service Request is a feature that automates the Support Services process by using fault event telemetry from your qualified Oracle hardware products to initiate a service request. The software infrastructure detects faults at your site and forwards the telemetry data to systems at Oracle for analysis and service request generation. This software-only solution enables you to self-provision and configure the software to enable ASR on your ASR-capable products. Auto Service Request is included with Oracle Premier Support for Systems and Hardware Warranty contracts.

All of the systems that compose the Auto Service Request infrastructure have been built to provide confidentiality, integrity and availability of data. The Auto Service Request security strategy has been designed with multiple layers of encryption, authorization, access controls and data security, to ensure that organizational data is protected.

There are several ASR implementations for various Oracle products. This white paper refers specifically to the ASR Manager software which implements ASR for Oracle servers and engineered systems. For other ASR implementations, please refer to the specific product documentation.

2 Oracle ASR Architecture

The ASR solution is delivered to organizations through a number of interconnected platforms and systems. These are all built with a focus on security and use defense-in-depth to provide multiple layers of protection. Figure 1 provides a high-level overview of the overall architecture of the solution.

Figure 1 Oracle ASR Architecture

Surrounding text describes Figure 1 .

The following components are the major components of the solution:

  • ASR Manager - Includes the Oracle Automated Service Manager (OASM) and ASR plug-in.

  • Oracle Automated Service Manager (OASM) - This component provides a secure transport mechanism for telemetry transport.

  • ASR Plug-in - Resides in the OASM and receives the fault event telemetry from ASR-enabled products, validates the data and posts it to the ASR core infrastructure using the secure transport mechanism provided by OASM.

3 Auto Service Request Infrastructure

At the heart of the Auto Service Request solution lies the core backend infrastructure hosted within oracle.com. The core ASR infrastructure utilizes user account credentials for validation of users, and digitally-signed and encrypted traffic for validation of systems. All of the systems within the Auto Service Request infrastructure require real-time access to the core infrastructure to process alarm and telemetry messages received from end-devices, and to perform authentication lookups.

The core backend infrastructure is a mixture of systems, user interfaces, databases, and web services that are managed and maintained by Oracle. All data stored by ASR is segregated by organization in a multi-tenancy security model, and this security is enforced through multiple layers of API-based access and authorization controls. Data stored within the core infrastructure includes telemetry event data, registration data, and ASR assets activation data (including host names, serial numbers, and service requests data).

There is no direct, outside access to the data stores of the Auto Service Request system. All access requests are validated in real-time against the ASR authentication system and pass through multiple layers of security and validation, before being granted access to data elements (for more information, see the next section, Authentication Infrastructure).

4 Authentication Infrastructure

All requests to the Auto Service Request infrastructure, whether system-generated or human-generated, must pass through multiple layers of business logic and authentication checks in order to gain access to telemetry data.

After passing through perimeter network security measures, requests are first analyzed for proper adherence to system API calls. Requests that use an improper syntax, improperly formatted requests, or requests with a payload that violates prescribed boundaries are immediately discarded at the outermost layer.

If the incoming request is an approved format, the authentication credentials provided with the request are immediately verified against the Oracle Single Sign On (SSO) database for validation. If the credentials presented are authenticated successfully, the request is then compared against the authorization models currently within the system to make sure that the user or system (although authenticated in their identity) has the appropriate level of authorization to perform the request that has been submitted.

5 OASM and the OASM ASR Plug-in

Within an organization's data center, the Oracle Automated Service Manager is a software solution responsible for receiving telemetry messages from ASR assets, delivering them to the ASR core infrastructure and acting as a gatekeeper for incoming fault event messages.

OASM supports a flexible deployment model, with multiple instances deployable to meet the needs of a single organization (if needed to address size or geographic diversity concerns). Upon first initialization of the OASM, the organization will register the system with the Auto Service Request core infrastructure and perform a private/public encryption key exchange. These 1024-bit RSA keys are used for signing all future messages (both request and response) of the OASM in order to provide authentication and non-repudiation of messages.

Note:

The transport.oracle.com SSL communication uses an RSA 2048-bit key, though the initial ASR registration generates 1024-bit RSA keys for signing messages.

OASM can be deployed in a number of ways within an organization to meet security compliance requirements (for example, within the end-customer's DMZ or within a trusted network). This flexibility allows all telemetry reception within the organization's environment to be compliant with their internal security policies and any necessary compliance requirements.

Figure 2 shows different ASR deployment options in a customer network. The simplest option is to have one ASR Manager host which has internet access and can connect to all the Oracle product domains and system controller network interfaces.

Figure 2 ASR Deployment

Surrounding text describes Figure 2 .

It is also possible to deploy multiple ASR Managers if needed. For example, if a server's system controllers are on a separate network from the domains, it is possible to use two ASR Managers, one on the domain network and one on the system controller network.

The ASR Manager requires a direct or proxied Internet connection. The ASR configuration process (asr register command) prompts for the proxy server information (hostname/IP address, username and password, if required). The proxy information can be changed in ASR configuration file (config.ini) as required.

While activating the ASR assets from the ASR Manager, the ASR Manager discovers the Service Tags running on ASR assets using the Service Tags http listener running on port 6481 to retrieve the serial number and production information of the ASR asset. One of the primary responsibilities of the OASM ASR Plug-in is to receive telemetry messages (using SNMP receiver port 162 which can be configurable in config.ini file) from customer devices and act on those messages in real-time.

When a telemetry message has been received, the OASM ASR Plug-in performs the operations (such as FMA event enrichment which involves an snmp get call from the ASR Manager to an ASR asset, and event normalization) to validate and suppress an alarm. If a telemetry message passes through the OASM ASR Plug-in and that the message should be sent to the Auto Service Request core infrastructure for processing, the message is encoded in an XML data structure and sent to the Auto Service Request core infrastructure (transport.oracle.com) via HTTPS (port 443).

Table 1 Protocols and Ports

Source Destination Protocol Port Description

ASR Asset

ASR Manager

http/https

user defined

For sending Solaris 11 ASR telemetry to the ASR Manager.

ASR Manager

ASR Backend (Oracle)

transport.oracle.com

https

443

For sending ASR registration events, asset activation requests, fault event telemetry, and diagnostic data to Oracle.

For obtaining ASR Manager software and fault rule updates from Oracle.

transport.oracle.com SSL uses RSA 2048-bit key.

ASR Manager

ASR Asset

http

6481

Service Tags listener for Asset activation.

ASR Asset

ASR Manager

snmp

udp

162

For sending fault events to the ASR Manager.

ASR Manager

ASR Asset

snmp (get)

udp

161

FMA enrichment for getting additional diagnostics information (Solaris 10 and M-Series XSCF only).


6 ASR Manager Processing of Events from the Oracle Network

ASR Manager has the ability to receive requests from the Auto Service Request infrastructure (Oracle Network). Examples of use include getting a Service Request (SR) number back to ASR Manager, performing an Auto Update of the ASR Manager software, and gathering and sending a diagnostic log for troubleshooting ASR Manager issues.

How does this work? All of these activities are initiated by the ASR Manager, outbound, HTTPS (port 443) to transport.oracle.com. The ASR Manager is configured to periodically poll the end point to determine if there are any outstanding requests. When one exists, the ASR Manager will pull the event, process it, and perform the appropriate action.

For example, in the case of gathering a diagnostic log, the ASR Manager polls the end point and finds a request outstanding. It pulls this event and processes it locally at the ASR Manager. The ASR Manager determines that the event is requesting a diagnostic. It in turn runs a script to gather the information and sends the diagnostic outbound, HTTPS (port 443) back to transport.oracle.com to complete the action.

The embedded polling and subsequent associated processing can be turned off at the ASR Manager at the customer's discretion.

7 Auditing

Throughout all levels of the Oracle Auto Service Request solution, audit capability has been engineered into as many functions as possible in order to provide internal accountability for actions taken within the system. All of the systems that make up the Auto Service Request Architecture: the Auto Service Request Infrastructure, the Oracle Automated Service Manager and OASM ASR Plug-in, provides detailed auditing of all actions that take place across the platform.

8 Examples of ASR Messages

The following are examples of XML messages that the Oracle Automated Service Manager (OASM) sends to Oracle when qualified fault events occur:

Example 1 ILOM X4100 Real Traps

<message xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="message.xsd">
  <site-id>asrX4100</site-id>
  <host-id>asrX4100</host-id>
  <message-uuid>0x8FF90D8D3F05E887A5752362B8E63A2E</message-uuid>
  <message-time timezone="US/Mountain">2009-02-06T08:31:05</message-time>
  <system-id>12345679</system-id>
  <asset-id>12345679</asset-id>
  <product-name>X4100</product-name>
  <event>
    <primary-event-information>
      <message-id>1.3.6.1.4.1.42.2.175.103.2.0.19</message-id>
      <event-uuid>0xB7F7EEF6C020167FCE33FD1AA3C0CC45</event-uuid>
      <event-time timezone="US/Mountain">2009-02-06T08:31:05</event-time>
      <severity>NA</severity>
      <component>
        <hardware-component>
          <name>NA</name>
        </hardware-component>
      </component>
      <summary>NA</summary>
      <description>NA</description>
      <additional-information name="receiver_id">ASR-2.0</additional-information>
      <payload name="snmp" type="v2c" category="ILOM">
        <raw-event>
          <varbinding1 name=".1.3.6.1.2.1.1.3.0" type="67"><![CDATA[59831]]>
          </varbinding1>
          <varbinding2 name=".1.3.6.1.6.3.1.1.4.1.0"
          type="6"><![CDATA[.1.3.6.1.4.1.42.2.175.103.2.0.19]]></varbinding2>
          <varbinding3 name=".1.3.6.1.4.1.42.2.175.103.2.1.1.0" type="4" />
          <varbinding4 name=".1.3.6.1.4.1.42.2.175.103.2.1.14.0"
          type="4"><![CDATA[1762TH2-0636010618]]></varbinding4>
          <varbinding5 name=".1.3.6.1.4.1.42.2.175.103.2.1.15.0" type="4" />
          <varbinding6 name=".1.3.6.1.4.1.42.2.175.103.2.1.2.0" type="4"><![CDATA[/ 
          SYS/FT0/FM0/F0/SPEED]]></varbinding6>
          <varbinding7 name=".1.3.6.1.4.1.42.2.175.103.2.1.3.0"
          type="2"><![CDATA[2]]></varbinding7>
          <varbinding8 name=".1.3.6.1.4.1.42.2.175.103.2.1.4.0"
          type="4"><![CDATA[3000.000000]]></varbinding8>
          <varbinding9 name=".1.3.6.1.4.1.42.2.175.103.2.1.5.0"
          type="4"><![CDATA[2000.000000]]></varbinding9>
          <varbinding10 name=".1.3.6.1.4.1.42.2.175.103.2.1.9.0" type="4"><![CDATA[Lower
          Non-recoverable going low]]></varbinding10>
          <varbinding11 name=".1.3.6.1.4.1.42.2.175.103.2.1.10.0"
          type="6"><![CDATA[.1.3.6.1.2.1.47.1.1.1.1.2.12]]></varbinding11>
          <varbinding12 name=".1.3.6.1.4.1.42.2.175.103.2.1.13.0"
          type="2"><![CDATA[2]]></varbinding12>
        </raw-event>
      </payload>
    </primary-event-information>
  </event>
</message>

Example 2 FMA Event

<message xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xsi:noNamespaceSchemaLocation="message.xsd">
  <site-id>HOSTID1</site-id>
  <host-id>HOSTID1</host-id>
  <message-uuid>0x8A73E36AABA7A9D828FA915E68EB576E</message-uuid>
  <message-time timezone="Pacific Standard Time">2008-05-15T22:39:46</message-time>
  <system-id>ASSETSERIAL1</system-id>
  <asset-id>ASSETSERIAL1</asset-id>
  <product-name>T5240</product-name>
  <event>
    <primary-event-information>
      <message-id>SUN4V-8000-E2</message-id>
      <event-uuid>c4dc3f01-820f-6f55-bd23-e157ab53cf21</event-uuid>
      <event-time timezone="Pacific Standard Time">2008-05-15T22:39:46</event-time>
      <severity>Critical</severity>
      <component>
        <hardware-component>
          <name>MEMORY</name>
        </hardware-component>
      </component>
      <summary>Uncorrectable memory error</summary>
      <description>One or more uncorrectable memory errors occurred.</description>
      <knowledge-link>http://sun.com/msg/SUN4V-8000-E2</knowledge-link>
      <payload name="snmp" type="v2c">
        <raw-event>
          <varbinding1 name=".1.3.6.1.2.1.1.3.0" type="67"><![CDATA[37840012]]>
          </varbinding1>
          <varbinding2 name=".1.3.6.1.6.3.1.1.4.1.0"
          type="6"><![CDATA[.1.3.6.1.4.1.42.2.195.1.7.0.1]]></varbinding2>
          <varbinding3 name=".1.3.6.1.4.1.42.2.195.1.1.1.2" type="4"><![CDATA[c4dc3f01-
          820f-6f55-bd23-e157ab53cf21]]></varbinding3>
          <varbinding4 name=".1.3.6.1.4.1.42.2.195.1.1.1.3" type="4"><![CDATA[SUN4V-8000
          -E2]]></varbinding4>
          <varbinding5 name=".1.3.6.1.4.1.42.2.195.1.1.1.4" type="4"><![CDATA[http://
          sun.com/msg/SUN4V-8000-E2]]></varbinding5>
          <varbinding6 name=".1.3.6.1.6.3.18.1.3.0" type="4"><![CDATA[1.2.3.4]]>
          </varbinding6>
          <varbinding7 name=".1.3.6.1.6.3.18.1.4.0" type="4"><![CDATA[public]]>
          </varbinding7>
          <varbinding8 name=".1.3.6.1.4.1.42.2.195.1.1.1.5.36.99.52.100.99.51.102.
          48.49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.
          53.51.99.102.50.49" type="4"><![CDATA[fmd:///module/cpumem-diagnosis]]>
          </varbinding8>
          <varbinding9 name=".1.3.6.1.4.1.42.2.195.1.1.1.6.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.
          53.51.99.102.50.49" type="4"><![CDATA[Sat May 10 10:22:31 PDT 2008]]>
          </varbinding9>
          <varbinding10 name=".1.3.6.1.4.1.42.2.195.1.1.1.7.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49" type="66"><![CDATA[2]]></varbinding10>
          <varbinding11 name=".1.3.6.1.4.1.42.2.195.1.2.1.4.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.1" type="4"><![CDATA[fault.memory.bank]]></varbinding11>
          <varbinding12 name=".1.3.6.1.4.1.42.2.195.1.2.1.5.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.
          53.51.99.102.50.49.1" type="66"><![CDATA[95]]></varbinding12>
          <varbinding13 name=".1.3.6.1.4.1.42.2.195.1.2.1.6.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.1" type="4"><![CDATA[mem:///unum=MB/CMP0/BR0:CH1/D0/J0700]]>
          </varbinding13>
          <varbinding14 name=".1.3.6.1.4.1.42.2.195.1.2.1.7.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.1" type="4"><![CDATA[hc://:product-id=SUNW,T5240:chassis-
          id=0723BBC006:server-id=wgs48-53:serial=d8181439//motherboard=0/chip=0/
          branch=0/dram-channel=1/dimm=0]]></varbinding14>
          <varbinding15 name=".1.3.6.1.4.1.42.2.195.1.2.1.8.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.1" type="4"><![CDATA[-]]></varbinding15>
          <varbinding16 name=".1.3.6.1.4.1.42.2.195.1.2.1.4.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.2" type="4"><![CDATA[fault.memory.bank]]></varbinding16>
          <varbinding17 name=".1.3.6.1.4.1.42.2.195.1.2.1.5.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.2" type="66"><![CDATA[95]]></varbinding17>
          <varbinding18 name=".1.3.6.1.4.1.42.2.195.1.2.1.6.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.2" type="4"><![CDATA[mem:///unum=MB/CMP0/BR0:CH0/D0/J0500]]>
          </varbinding18>
          <varbinding19 name=".1.3.6.1.4.1.42.2.195.1.2.1.7.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.2" type="4"><![CDATA[hc://:product-id=SUNW,T5240:chassis-
          id=0723BBC006:server-id=wgs48-53:serial=d81813ce//motherboard=0/chip=0/
          branch=0/dram-channel=0/dimm=0]]></varbinding19>
          <varbinding20 name=".1.3.6.1.4.1.42.2.195.1.2.1.8.36.99.52.100.99.51.102.48.
          49.45.56.50.48.102.45.54.102.53.53.45.98.100.50.51.45.101.49.53.55.97.98.53.
          51.99.102.50.49.2" type="4"><![CDATA[-]]></varbinding20>
        </raw-event>
      </payload>
    </primary-event-information>
  </event>
</message>

Example 3 ASR Activation

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<message>
    <site-id>SITEID12345</site-id>
    <host-id>Host-ID-1234</host-id>
    <message-uuid>message_uuid_1234567890</message-uuid>
    <message-time timezone="UTC">2014-02-25T15:28:39</message-time>
    <system-id>system-ID-12345</system-id>
    <asset-id>ASSET-UUID-1234567890</asset-id>
    <product-id>SUNW_Sun-Fire-T2000</product-id>
    <product-name>SUNW,Sun-Fire-T2000</product-name>
    <monitoring-activation>
        <activation-user>
            <company>NA</company>
            <email>NA</email>
            <first-name>NA</first-name>
            <last-name>NA</last-name>
            <organization>NA</organization>
            <phone>NA</phone>
            <additional-information name="SOA">email@mycompany.com</additional-information>
        </activation-user>
        <site-address>
            <line>NA</line>
            <company>NA</company>
            <city>NA</city>
            <state>NA</state>
            <postal-code>NA</postal-code>
            <country>NA</country>
        </site-address>
        <contact>
            <company>NA</company>
            <email>NA</email>
            <first-name>NA</first-name>
            <last-name>NA</last-name>
            <phone>NA</phone>
        </contact>
    </monitoring-activation>
    <additional-information name="telemetry_source">FMA</additional-information>
    <additional-information name="receiver_id">ASR-4.7</additional-information>
    <additional-information name="asr-site-id">ASR-SITE-ID12345</additional-information>
    <additional-information name="client_reg_id">CLIENT-REG-ID12345</additional-information>
    <additional-information name="telemetry_channel">ASR_MANAGER</additional-information>
    <additional-information name="host-name">host-name1</additional-information>
</message>

Note:

Only the Oracle Single Sign-On (SSO) user name (for example, email@mycompany.com) that is registered for the ASR Manager is being sent to the Oracle ASR backend. All other address information is marked as Not Applicable (NA).

Example 4 ASR Deactivation

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<message xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="message.xsd">
    <site-id>site1</site-id>
    <host-id>host2</host-id>
    <message-uuid>deactivation_112233</message-uuid>
    <message-time timezone="US/Mountain">2014-02-21T13:54:11.669-07:00</message-time>
    <system-id>SYSID12345</system-id>
    <asset-id>ASSETID54321</asset-id>
    <product-name>SUNW,Sun-Fire-V240 SPARC System</product-name>
    <monitoring-deactivation xsi:type="xs:string" xmlns:xs="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"></monitoring-deactivation>
    <additional-information name="receiver_id">ASR-4.7.0</additional-information>
    <additional-information name="host-name">host-name</additional-information>
    <additional-information name="oasm_host_name">oasm-host</additional-information>
    <additional-information name="oasm_activated">false</additional-information>
</message>

Example 5 ASR Heartbeat

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<message xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="message.xsd">
    <site-id>heartbeat</site-id>
    <host-id>heartbeat</host-id>
    <message-uuid>heartbeat_UUID12345</message-uuid>
    <message-time timezone="US/Mountain">2014-02-21T13:51:48.689-07:00</message-time>
    <system-id>heartbeat</system-id>
    <asset-id>heartbeat</asset-id>
    <product-name>heartbeat</product-name>
    <heartbeat>
        <time timezone="US/Mountain">2014-02-21T13:51:48.689-07:00</time>
        <asr-site-id>ASRSITEID123456789101112</asr-site-id>
        <assets-heartbeat>
            <asset-heartbeat>
                <serial>SERIAL12345</serial>
                <host-name>host-name1</host-name>
                <product-name>SUNW,Sun-Fire-T1000</product-name>
                <heartbeat-time timezone="US/Mountain">2014-02-21T13:51:48.689-07:00</heartbeat-time>
                <heartbeat-from-asset>false</heartbeat-from-asset>
                <telemetry_source>FMA</telemetry_source>
            </asset-heartbeat>
            <asset-heartbeat>
                <serial>2NDSERIAL12345</serial>
                <host-name>host-name2</host-name>
                <product-name>SUNW,Sun-Fire-T200</product-name>
                <heartbeat-time timezone="US/Mountain">2014-02-21T08:51:01.074-07:00</heartbeat-time>
                <heartbeat-from-asset>true</heartbeat-from-asset>
                <telemetry_source>FMA</telemetry_source>
            </asset-heartbeat>
            <asset-heartbeat>
                <serial>3RDSERIAL456789</serial>
                <host-name>hostname2</host-name>
                <product-name>SUN-FIRE-X4170-M2-SERVER</product-name>
                <heartbeat-time timezone="US/Mountain">2014-02-19T13:29:34.872-07:00</heartbeat-time>
                <heartbeat-from-asset>true</heartbeat-from-asset>
                <telemetry_source>FMA</telemetry_source>
            </asset-heartbeat>
            <asset-heartbeat>
                <serial>4THSERIAL98765</serial>
                <host-name>hostname3</host-name>
                <product-name>SUNW,Sun-Fire-V240 SPARC System</product-name>
                <heartbeat-time timezone="US/Mountain">2014-02-21T13:51:48.689-07:00</heartbeat-time>
                <heartbeat-from-asset>false</heartbeat-from-asset>
                <telemetry_source>FMA</telemetry_source>
            </asset-heartbeat>
        </assets-heartbeat>
        <remote_request_config name="LOG_COLLECTION">true</remote_request_config>
        <remote_request_config name="DIAG_BUNDLE_COLLECTION">true</remote_request_config>
        <receiver_id>ASR-4.7.0</receiver_id>
        <version>1.5.0</version>
        <oasm_host_name>oasm-hostname</oasm_host_name>
        <oasm_activated>false</oasm_activated>
        <Fault_Rules>4.7.0</Fault_Rules>
    </heartbeat>
    <additional-information name="remote_request_enabled">true</additional-information>
    <additional-information name="receiver_id">ASR-4.7.0</additional-information>
    <additional-information name="java_version">1.7.0_25</additional-information>
</message>

Example 6 ASR Test Service Request (SR)

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<message xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="message.xsd">
    <site-id>siteID12345</site-id>
    <host-id>hostID12345</host-id>
    <message-uuid>testevent_UUID12345</message-uuid>
    <message-time timezone="US/Mountain">2014-02-21T13:58:04.785-07:00</message-time>
    <system-id>SYSTEMID1234</system-id>
    <asset-id>ASSETID1234556</asset-id>
    <product-name>SUNW,Sun-Fire-V240 SPARC System</product-name>
    <event>
        <primary-event-information>
            <message-id>TESTCREATE</message-id>
            <event-uuid>TESTCREATE_UUID123456789</event-uuid>
            <event-time timezone="US/Mountain">2014-02-21T13:58:04.785-07:00</event-time>
            <severity>Minor</severity>
            <component>
                <hardware-component>
                    <name>TESTCREATE</name>
                    <id>TESTCREATE</id>
                </hardware-component>
            </component>
            <summary>SOA:asr@mycompany.com</summary>
            <description>TESTCREATE</description>
        </primary-event-information>
    </event>
    <additional-information name="receiver_id">ASR-4.7.0</additional-information>
    <additional-information name="host-name">hostname1</additional-information>
    <additional-information name="client_reg_id">urn:scn:clregid:osso:v2:client-registration-number123</additional-information>
    <additional-information name="asr-site-id">ASRSITEID123</additional-information>
    <additional-information name="oasm_host_name">oasm-hostname</additional-information>
    <additional-information name="oasm_activated">false</additional-information>
    <additional-information name="enable_notification_trap">false</additional-information>
</message>

Example 7 SR Notification Outbound Event

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<caseinfo>
    <host-name>vsmpriv2_vsm</host-name>
    <ip-address>N/A</ip-address>
    <serial-number>AB123456789</serial-number>
    <platform-type>STORAGETEK VSM6</platform-type>
    <fault-info>
        <fault-summary>All faults associated with an event id have been addressed.</fault-summary>
        <knowledge-link>N/A</knowledge-link>
    </fault-info>
    <service-request-info>
        <service-request-number>1234567890</service-request-number>
        <service-request-string>3-1234567890</service-request-string>
        <service-request-link>https://support.oracle.com/epmos/faces/ui/sr/SrDetail.jspx?srNumber=3-1234567890</service-request-link>
        <severity>3</severity>
    </service-request-info>
    <contact-info>
        <name>NA</name>
        <telephone>NA</telephone>
        <email>NA</email>
    </contact-info>
    <sr-creation-time>
        <dateTime>2014-02-23T07:23:48.108-07:00</dateTime>
        <timezone>US/Mountain</timezone>
    </sr-creation-time>
    <fault-detection-time>
        <dateTime>2014-02-23T07:23:48.000-07:00</dateTime>
        <timezone>GMT-05:00</timezone>
    </fault-detection-time>
    <additional-information name="event_uuid">1393165428955.86231112.9</additional-information>
</caseinfo>

Note:

Contact information (for example, technical contact e-mail address, phone numbers, etc.) will be available only for SR SNMP notification trap events.

Example 8 Auto Update Inbound Event XML Sample

Preparation Success:

<message>
    <site-id>autoupdate</site-id>
    <host-id>autoupdate</host-id>
    <message-uuid>autoupdate_123456789</message-uuid>
    <message-time timezone="US/Mountain">2014-04-02T21:16:27.631-06:00</message-time>
    <system-id>autoupdate</system-id>
    <asset-id>autoupdate</asset-id>
    <product-name>autoupdate</product-name>
    <asr-autoupdate>
        <soa_username>contact@mycompany.com</soa_username>
        <asr-site-id>123456ABCDE</asr-site-id>
        <client-reg-id>Client Registration ID</client-reg-id>
        <module-type>SWASR</module-type>
        <autoupdate-status>PREPARATION_SUCCESS</autoupdate-status>
        <start-time timezone="US/Mountain">2014-04-02T21:18:27.577-06:00</start-time>
        <currentversion>4.8.0</currentversion>
        <update-to>4.8.5</update-to>
    </asr-autoupdate>
    <additional-information name="receiver_id">ASR-4.8.0</additional-information>
    <additional-information name="OASM-version">1.5.0</additional-information>
    <additional-information name="Rules-version">4.8.0</additional-information>
    <additional-information name="ASR-version">4.8.0</additional-information>
    <additional-information name="host-name">Host Name</additional-information>
</message>
 
Starting:

<message>
    <site-id>autoupdate</site-id>
    <host-id>autoupdate</host-id>
    <message-uuid>autoupdate_123456789</message-uuid>
    <message-time timezone="US/Mountain">2014-04-02T21:16:43.608-06:00</message-time>
    <system-id>autoupdate</system-id>
    <asset-id>autoupdate</asset-id>
    <product-name>autoupdate</product-name>
    <asr-autoupdate>
        <soa_username>contact@mycompany.com</soa_username>
        <asr-site-id>123456ABCDEF</asr-site-id>
        <client-reg-id>Client Registration ID</client-reg-id>
        <module-type>SWASR</module-type>
        <autoupdate-status>STARTING</autoupdate-status>
        <start-time timezone="US/Mountain">2014-04-02T21:18:27.577-06:00</start-time>
        <currentversion>4.8.0</currentversion>
        <update-to>4.8.5</update-to>
    </asr-autoupdate>
    <additional-information name="receiver_id">ASR-4.8.0</additional-information>
    <additional-information name="OASM-version">1.5.0</additional-information>
    <additional-information name="Rules-version">4.8.0</additional-information>
    <additional-information name="ASR-version">4.8.0</additional-information>
    <additional-information name="host-name">Host Name</additional-information>
</message>

Complete Success:

<message>
    <site-id>autoupdate</site-id>
    <host-id>autoupdate</host-id>
    <message-uuid>autoupdate_123456789</message-uuid>
    <message-time timezone="US/Mountain">2014-04-02T21:22:42.080-06:00</message-time>
    <system-id>autoupdate</system-id>
    <asset-id>autoupdate</asset-id>
    <product-name>autoupdate</product-name>
    <asr-autoupdate>
        <soa_username>contact@mycompany.com</soa_username>
        <asr-site-id>123456ABCDEF</asr-site-id>
        <client-reg-id>Client Registration ID</client-reg-id>
        <module-type>SWASR</module-type>
        <autoupdate-status>COMPLETE_SUCCESS</autoupdate-status>
        <autoupdate-details>SWASR package update is successful.</autoupdate-details>
        <start-time timezone="US/Mountain">2014-04-02T21:18:27.577-06:00</start-time>
        <end-time timezone="US/Mountain">2014-04-02T21:22:42.008-06:00</end-time>
        <currentversion>4.8.5</currentversion>
        <update-to>4.8.5</update-to>
    </asr-autoupdate>
    <additional-information name="receiver_id">ASR-4.8.5</additional-information>
    <additional-information name="OASM-version">1.5.0</additional-information>
    <additional-information name="Rules-version">4.8.5</additional-information>
    <additional-information name="ASR-version">4.8.5</additional-information>
    <additional-information name="host-name">Host Name</additional-information>
</message>

9 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 Auto Service Request Security White Paper, Release 4.8

E37468-09

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The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing.

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