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Oracle® Auto Service Request Installation and Operations Guide
Release 4.8 for Linux and Solaris

E18475-26
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A ASR E-mail Examples

This appendix provides e-mail examples of what you can expect to receive from ASR. E-mails could be sent to:

Note:

The host name is included in the e-mail for the ASR Asset systems only. ASR e-mail notifications for storage assets do not include a host name.

Sections include the following e-mail examples:

A.1 ASR Activation E-mail Examples

Examples of ASR activation e-mail include:

A.1.1 Activation Pending My Oracle Support


From: no.reply@oracle.com
Subject: Oracle ASR: Action Required - Activation is Pending
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) activation for this asset is Pending.

To complete the activation process please login to My Oracle Support. (Use the menus - Systems... Settings... Pending ASR Activations).

Assets with a Pending status require approval in My Oracle Support. Note, to approve an ASR Pending activation, your My Oracle Support account must have the administrator privilege for the Support Identifier associated with the asset.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.1.2 Activation Failed


From: no.reply@oracle.com
Subject: Oracle ASR: Activation Request has not been Successful
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number> Reason: <Reason will be indicated>
Serial#: <serial number> Reason: <Reason will be indicated>

Once resolved, please attempt asset activation for the asset again.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.1.3 Activation Status Change


From: no.reply@oracle.com
Subject: Oracle ASR: Asset Status Change
To: undisclosed-recipients:;

Your Auto Service Request (ASR) asset has changed activation status.

Hostname: <host name>
Serial#: <serial number> has changed activation status to: ASR has been De-Activated. This ASR asset has changed from Active status because My Oracle Support data associated with the asset has changed. Your attention is required.

Please login to My Oracle Support to see the status of your Oracle Auto Service Request (ASR) assets. (Use the menus - Systems... Settings... Assets).

Assets with an Active status are enabled and Service Requests specific fault events for these assets will cause Service Requests to be created.

Assets with a Pending status require approval in My Oracle Support. Note, to approve an ASR Pending activation, your My Oracle Support account must have the administrator privilege for the Support Identifier associated with the asset.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.1.4 Activation Failed Bad Serial


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Unable to Activate Asset
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) is not able to complete your activation request.

Please confirm that this is the correct serial number for the asset. Once the issue with the serial number has been corrected, reactivate the asset.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.1.5 Activation Denied


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Unable to Process Activation Request
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) was unable to process your activation request because this asset is already activated by a different ASR manager.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.1.6 Status Report


From: no.reply@oracle.com
Subject: Oracle ASR: Asset Status Report
To: undisclosed-recipients:;

Please login to My Oracle Support to see the status of your Oracle Auto Service Request (ASR) assets.

(Use the menus - Systems... Settings... Assets).

Assets with an Active status are enabled and Service Requests specific fault events for these assets will cause Service Requests to be created.

Assets with a Pending status require approval in My Oracle Support. Note, to approve an ASR Pending activation, your My Oracle Support account must have the administrator privilege for the Support Identified associated with the asset.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.1.7 New Version of ASR Manager is Available


From: no.reply@oracle.com
Subject: Oracle ASR: Asset Status Report
To: undisclosed-recipients:;

Hostname: <host name>

A new version of Oracle Auto Service Request (ASR) Manager is available.

The latest version is ASR <version number>

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2 ASR Service Request E-mail Examples

Examples of ASR service request (SR) e-mail include:

A.2.1 Test Service Request Created Successfully


From: no.reply@oracle.com
Subject: Oracle ASR: *Test* Service Request
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Service Request test-create was successful.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.2 Test Service Request Creation Failed


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Test Service Request failed
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) was unable to verify Service Request because:

<reason for failure>

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.3 Service Request Created Successfully


From: no.reply@oracle.com
Subject: Oracle ASR: Service Request <Service Request Number> Created
To: undisclosed-recipients:;

Service Request: <service request number>

Oracle Auto Service Request (ASR) has created a Service Request (SR) for the following ASR asset:

Hostname: <host name>
Serial#: <serial number>

Please login to My Oracle Support to see the details of this SR. My Oracle Support can also be used to make any changes to the SR or to provide additional information.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.4 Service Request Creation Failed


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Unable to Create Service Request
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) was unable to create Service Request because:
<Reason for failure>

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.5 Partner Draft Service Request Created Successfully


From: no.reply@oracle.com
Subject: Oracle ASR: Service Request <Service Request Number> Created
To: undisclosed-recipients:;

Service Request: <service request number>

Oracle Service Delivery Partner,

Following customer's system has logged an Automatic Service Request with Oracle.

Hostname: <host name>
Serial#: <serial number>

A draft Service Request has been created within My Oracle Support.

This draft will remain active for the next 30 days.

Your customer does not have access to the draft Service Request. It is your responsibility to determine a response to this event.

To view the draft Service Request:
  1. Log in to My Oracle Support.
  2. Click on "Service Requests" in the menu area.

  3. In the "Draft Service Requests" section, click on Service Request <Service Request Number>.

  4. In the "Select Product" section, review the Support Identifier and Product Name.

  5. In the "Describe Problem" section, review the "Detailed Description" for the fault details.


If you determine that you need assistance from Oracle to resolve the problem, enter the required information in draft Service Request and submit.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.6 Partner Service Request Created Successfully


From: no.reply@oracle.com
Subject: Oracle ASR: Service Request <Service Request Number> Created
To: undisclosed-recipients:;

Service Request: <service request number>

Oracle Service Delivery Partner,

Following customer's system has logged an Automatic Service Request with Oracle.

Hostname: <host name>
Serial#: <serial number>

Your customer does not have access to the Service Request. It is your responsibility to determine a response to this event.The Oracle Auto Service Request.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.7 Service Request Creation Delayed


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Service Request Creation is Delayed
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) is attempting to create a Service Request (SR) for this asset; however, it is unable to at this time.

ASR will continue to attempt to create the Service Request.

You may use My Oracle Support https://support.oracle.com to manually create an SR for this asset.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.2.8 Draft Service Request (non-Partner) Created Successfully


From: no.reply@oracle.com
Subject: Oracle ASR: Draft Service Request <Service Request Number> Created
To: undisclosed-recipients:;

Service Request: <Service Request Number>

One of your systems has logged an Automatic Service Request with Oracle.

A draft Service Request has been created within My Oracle Support.

This draft will remain active for the next 30 days.

To view the draft Service Request:
  1. Log in to My Oracle Support.
  2. Click on "Service Requests" in the menu area.

  3. In the "Draft Service Requests" section, click on Service Request <Service Request Number>.

  4. In the "Select Product" section, review the Support Identifier and Product Name.

  5. In the "Describe Problem" section, review the "Detailed Description" for the fault details.


If you determine that you need assistance from Oracle to resolve the problem, enter the required information in draft Service Request and submit.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.3 Heartbeat Failure Notification E-mail Examples

Examples of heartbeat failure notification e-mail include:

A.3.1 Heartbeat Failure - CAM


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Connectivity Failure
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) has detected a Heartbeat Failure for this asset.

ASR would not be able to create a Service Request (SR) if a fault were to occur.

Please review the CAM documentation to resolve.

Once the network issues are resolved, all queued alerts will be transmitted and SR's opened as needed.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.3.2 Heartbeat Failure - Sun Unified Storage 7xxx


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Connectivity Failure
To: undisclosed-recipients:;

Hostname: <host name>
Serial#: <serial number>

Oracle Auto Service Request (ASR) has detected a Heartbeat Failure for this asset.

ASR would not be able to create a Service Request (SR) if a fault were to occur.

Please review the Oracle Unified Storage documentation to resolve.

Once the network issues are resolved, all queued alerts will be transmitted and SR's opened as needed.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.3.3 Heartbeat Failure - ASR SO


From: no.reply@oracle.com
Subject: Oracle ASR: Warning - Connectivity Failure - Assets in "Active - No Heartbeat" state
To: undisclosed-recipients:;

ALERT: Oracle Auto Service Request (ASR) has detected a heartbeat failure for these assets:

Hostname: <hostname>, Serial #: <serial number>, ASR Manager Hostname: <ASR Manager hostname>

IMPACT: ASR would not be able to create a Service Request (SR) if a fault were to occur.

ACTION: Determine why the heartbeat has failed for these assets and resolve the issue.

Review Doc Id: 1346328.1 for troubleshooting information.

Documentation is located at: http://oracle.com/asr.

Thank you for taking action to ensure that ASR is functioning on your assets.

We appreciate your prompt attention to this matter.

Sincerely,

Oracle ASR Support Team

A.4 Fault Rules Out of Date E-mail Example


From: no.reply@oracle.com
Subject: Oracle ASR: Fault Rules are Out of Date
To: undisclosed-recipients:;

Hostname: <hostname>

The Oracle Auto Service Request (ASR) fault rules are out of date on this ASR Manager.

The latest version is <version number>

On the ASR Manager please run the following command:

asr update_rules

This will download the latest fault rules version and update the ASR rules.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.5 ASR Auto Update E-mail Examples

These sample e-mails show possible status updates from the ASR Auto Update feature:

A.5.1 Update for ASR Manager is Available, but Auto Update is Disabled


Subject: Oracle ASR: Update for ASR Manager is available. Auto update is disabled
From: no.reply@oracle.com
Date: 10/25/2012 2:41 PM
To: undisclosed-recipients:;

Hostname: <hostname>
ASR SiteId: <ASR Site Identification>

Oracle Auto Service Request (ASR) Manager has determined an update is available.

New version: <new version number>
Current version: <current version number>

Auto Update is disabled on this ASR Manager. Please manually update.

Review Doc ID: 1503107.1:
https://support.oracle.com/oip/faces/secure/km/DocumentDisplay.jspx?id=1503107.1

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.5.2 Warning - Unable to Prepare for Auto Update


Subject: Oracle ASR: Warning - Unable to Prepare for Auto Update
From: no.reply@oracle.com
Date: 10/25/2012 2:41 PM
To: undisclosed-recipients:;

Hostname: <hostname>
Serial #: <serial number>
ASR SiteId: <ASR Site Identification>

Oracle Auto Service Request (ASR) Manager was unable to perform Auto Update.

Review Doc ID: 1503107.1:
https://support.oracle.com/oip/faces/secure/km/DocumentDisplay.jspx?id=1503107.1

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.5.3 Warning - Auto Update Has Failed. ASR Manager May Be Disabled


Subject: Oracle ASR: Warning - Auto Update Has Failed. ASR Manager May Be Disabled
From: no.reply@oracle.com
Date: 10/25/2012 2:41 PM
To: undisclosed-recipients:;

Hostname: <hostname>
Serial #: <serial number>
ASR SiteId: <ASR Site Identification>

Oracle Auto Service Request (ASR) Manager Auto Update started on this system, but there has been no notification that the Auto Update completed. The ASR Manager may be disabled. Please review the status of ASR.

New version: <new version of ASR>
Current version: <current installed version of ASR>

Review ASR (Auto Service Request) - How to troubleshoot ASR Manager software autoupdate issues (Doc ID 1503107.1).

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.5.4 Auto Update of ASR Manager Completed


Subject: Oracle ASR: Auto Update of ASR Manager Completed
From: no.reply@oracle.com
Date: 10/25/2012 2:41 PM
To: undisclosed-recipients:;

Hostname: <hostname>
ASR SiteId: <ASR Site Identification>

Oracle Auto Service Request (ASR) Manager was successfully updated to <version number>.

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.

A.5.5 Auto Update of ASR is Ready


Subject: Oracle ASR: Auto Update of ASR is Ready
From: no.reply@oracle.com
Date: 10/25/2012 2:41 PM
To: undisclosed-recipients:;

Hostname: <hostname>
ASR SiteId: <ASR Site Identification>

Oracle Auto Service Request (ASR) Manager has determined an update is available.

New version: <new version number>
Current version: <current version number>

This update will be started at Thu Oct 25 21:53:52 MDT 2012

The Oracle Auto Service Request documentation can be accessed on http://oracle.com/asr.

Please use My Oracle Support https://support.oracle.com for assistance.