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Oracle® Auto Service Request Installation and Operations Guide
Release 4.9 for Linux and Solaris

E18475-29
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1 Auto Service Request Overview

Welcome to the Auto Service Request (ASR) software from Oracle. ASR is a secure, scalable, customer-installable software feature of Oracle Premier Support for Systems and Oracle/Sun Limited Warranty support that provides auto-case generation when specific hardware faults occur. ASR is designed to enable faster problem resolution by eliminating the need to initiate contact with Oracle for hardware failures, reducing both the number of phone calls needed and overall phone time required. ASR also simplifies support operations by utilizing electronic diagnostic data. If your qualified system is under warranty or covered by a service plan, you are entitled to ASR at no charge. Visit the Oracle ASR product page (http://www.oracle.com/asr) for information to see which server, storage, and Oracle Exadata products are qualified for ASR.

Note:

ASR is not a monitoring solution and is not a substitute for the normal monitoring processes/services that customers have.

1.1 Auto Service Request Feature Summary

ASR provides the following features:

Telemetry Collection and Forwarding: ASR collects specific hardware telemetry data from all ASR-enabled systems, called ASR Assets. ASR filters this telemetry data and forwards what it determines to be potential hardware faults directly to Oracle. Hardware faults cover faults coming from fans, to power supplies, disks, memory, CPUs, and other internal hardware components. The fault telemetry sent to Oracle includes specific hardware faults, but also includes the conditions that may later result in a component failure. The ASR fault coverage is different for each qualified system type.

Automatic Creation of Service Requests: Once fault telemetry is sent to Oracle's ASR infrastructure, systems filter the data again to confirm the reality of the fault and then automatically generates a Service Request. Once created, Service Requests are sent to Oracle Support and also communicated, via e-mail, to the technical support contact on record for the qualified system reporting the fault.

Support Response: Service Requests are actively reviewed by Oracle Support Services and service response is provided in accordance with your Service or Warranty contract.

ASR Auto Update: By default, Oracle ASR will download and install the latest version of the ASR software. By installing the latest version, you will always be current with the latest features and functionality of the ASR service.

1.2 ASR Architectural Components

Understanding the architecture and the nomenclature of ASR is key to a successful installation. See the ASR Security White Paper for more information about the architectural flow. The following list describes the key components involved with ASR:

  1. ASR Manager: The ASR Manager is a system that centrally accepts hardware telemetry data sent from a group of ASR Assets. The ASR Manager filters the incoming data and forwards potential fault telemetry to Oracle/ASR Backend systems. For the ASR Manager, you should also know:

    • The ASR Manager is always installed first, followed by ASR Assets.

    • You have the option to install more than one instance of an ASR Manager. The reasons to do this may be to support a large amount of ASR Assets and/or for organizational reasons, such as grouping ASR Assets by data center, support group, subnet, or other grouping scheme as needed.

      Note:

      Even though an ASR Asset communicates its telemetry to one ASR Manager only, an ASR Manager can serve as a relay for other ASR Managers by sharing a common network connection to Oracle Support.
    • The ASR Manager system can be installed as an ASR Asset. This way, the ASR Manager system can report its own hardware telemetry, as does an ASR Asset.

    • The telemetry data that is sent from the ASR Manager to the Oracle /ASR Backend Systems is encrypted. For more information on this topic, refer to the ASR White Paper at: http://www.oracle.com/asr.

    • The ASR Manager software runs as a plug-in application to the Oracle Automated Service Manager (OASM) software. OASM is an applications environment that manages various plug-in applications used mainly for system-level management. OASM simplifies different Oracle Network Service deployments and provides a secure transport mechanism for telemetry data.

  2. ASR Assets: ASR Assets are qualified systems that are configured to report its hardware telemetry to an ASR Manager. For a complete list of hardware qualified for ASR, see:

    http://www.oracle.com/technetwork/systems/asr/documentation/index.html

  3. Oracle/ASR Backend Systems: The ASR backend infrastructure at Oracle collects all telemetry data forwarded to it from the ASR Manager, or ASR Managers if multiple instances are installed. The fault-rule technology on these backend systems ascertains the reality of the fault telemetry, and forwards recognized faults to Oracle's Service Request system. From there, the following actions occur:

    • A Service Request, also called a case, is created and assigned to an Oracle Support Engineer. At the same time, an e-mail notification of the Service Request is sent to your support contact on record associated with the system reporting a fault.

    • The Service Request is handled in accordance with the asset's Support or Warranty contract.

  4. Oracle Support Interaction: Once an Oracle Support Engineer begins working on the Service Request, the engineer may collect additional information from you to better determine resolution to the hardware issue. Resolution to the issue may involve system configuration or the following possibilities:

  5. Order and ship a replacement part with installation instructions to you. These are called Customer Replaceable Units (CRUs).

  6. Order and ship a replacement part to the customer site to be installed by an Oracle Field Engineer. These are called Field Replaceable Units (FRUs).

1.3 Oracle ASR Prerequisites

This section provides the instructions to assess your Oracle system environment for the ASR installation. An assessment of your operating system version, network setup, and available telemetry sources is necessary to determine if any of these items need upgrading or other configuration to support the ASR installation.

Note:

The instructions in this section apply to both the ASR Manager and ASR Assets.

1.3.1 Hardware Requirements

For ASR Assets, only the hardware listed on the Systems Qualified for ASR page is supported. Visit the Oracle ASR product page (http://www.oracle.com/asr) to see which server, storage, and Oracle Exadata products are qualified for ASR.

Qualified ASR Asset hardware must be associated with a valid support identifier in My Oracle Support (https://support.oracle.com).

Note:

Oracle Auto Service Request Release 3.1 and later no longer requires the designated ASR Manager to be qualified. However, there are still minimal operating system, Java, etc., requirements.

1.3.1.1 Designate an ASR Manager

To designate an ASR Manager:

  1. Choose a system that you intend to install as the ASR Manager. This system does not need to be a dedicated server and can co-reside with other applications and services.

  2. Size the system:

    • Establish roughly how many ASR Assets will report their hardware telemetry to the ASR Manager system now and in the future.

    • Refer to the Hardware and Network Configuration page (see http://www.oracle.com/asr for more information) to confirm system requirements, depending on how many ASR Asset(s) will report their telemetry to the ASR Manager.

    • If the system you selected to be an ASR Manager is under-sized, consider the following options:

      • Select another system that is better sized, or upgrade the current system.

      • Reduce the number of ASR Assets that you will associate to this ASR Manager system. If you choose this option, you will have to consider installing an additional instance(s) of the ASR Manager to accommodate the remaining ASR Assets. Focus on the first ASR Manager and its associated ASR Assets before installing additional ASR Manager instances.

  3. Once the ASR Manager is sized, record the hostname and hardware type.

1.3.1.2 Designate ASR Assets

To designate ASR Assets:

Note:

The ASR Manager system is always installed first.
  1. Choose the qualified systems that you intend to install as ASR Assets and make note of the hardware type of each (for example, SPARC Enterprise T5120, Sun Blade X6240, etc.).

  2. Verify your system is qualified for ASR. Visit the Oracle ASR product page (http://www.oracle.com/asr) to see which server, storage, and Oracle Exadata products are qualified for ASR.

    From the Qualified Systems List, confirm that your system is on the list. If not, the system is not yet qualified to run ASR.

  3. Once the ASR Asset system(s) are qualified, record the hostname(s) and hardware type of each.

1.3.2 Operating System Requirements

Designated ASR Managers support Oracle Auto Service Request running Linux or Solaris operating systems:

1.3.2.1 Linux (ASR Manager Only)

ASR Manager is supported on the following versions of Linux:

  • Oracle Linux 5.3 or later.

  • Red Hat Enterprise Linux 6.3 or later.

To check your version of Linux, run the /etc/enterprise-release command. The output should look like this:

Enterprise Linux Server release 5.3 (Carthage)

For Linux systems, the rpm-build package must be available. To verify where rpm-build exists, run the following command as root:

# rpmbuild

If the rpm-build package is not installed, you can install it with the following command:

yum install rpm-build

1.3.2.2 Solaris

The following Solaris releases are supported for ASR Manager systems:

  • Solaris 11

  • Solaris 10, Update 6 (10u6), or later

To check your Solaris version, run cat /etc/release.

If your qualified ASR Asset indicates a particular patch version, verify your patch level (see http://www.oracle.com/asr for information on Solaris requirements for Server Products Qualified for ASR):

patchadd -p|grep <patch number>

To download any required patches, visit My Oracle Support (login required) at http://suppport.oracle.com.

1.3.3 Software Requirements

Depending on your selected ASR Assets, you may need additional software for Oracle ASR to function. See doc ID 1185493.1 in My Oracle Support to download the latest Oracle ASR package:

https://support.oracle.com

The following topics are described:

1.3.3.1 Oracle Automated Service Manager (OASM) Requirements - ASR Manager Only

OASM 1.5 or later is required for Oracle ASR. On the ASR Manager system, log in as root and run the following command to determine the existence and version of OASM:

  • For Solaris, run: pkginfo -l SUNWsasm

  • For Linux, run: rpm -q SUNWsasm

Note:

There is a known issue when uninstalling OASM 1.4.2 (or earlier) on Linux using the rpm -e SUNWsasm command. Using this command to remove OASM 1.4.2 (or earlier) completely removes the crontab entries for OASM.

This uninstallation issue has been resolved with OASM 1.5. To prevent losing any crontab entries, you can uninstall OASM 1.4.2 (or earlier) with the following command:

rpm -e --noscripts SUNWsasm

If OASM is not installed, see doc ID 1185493.1 in My Oracle Support to download the latest package:

https://support.oracle.com

If you do not need to install OASM, then proceed to Install ASR.

Note:

ASR Manager requires OASM 1.5 or later. If ASR Manager is installed on previous versions of OASM, the installation fails with the following message:
*******************************************************************
Prerequisite package SUNWsasm (version 1.5 or higher)
must be installed in order to continue the installation.

Please download and install the latest Oracle Automated 
Service Manager (OASM) package from http://oracle.com/asr
*******************************************************************

See Install OASM and Using Auto Update to Upgrade Oracle ASR.

1.3.3.2 Java Requirements

ASR Manager systems require Oracle Java 7 - JDK 7 (JDK 1.7.0_13) or later JDK 7 updates.

Note:

OpenJDK is not supported.

You can download the latest version from the Java SE Downloads page: http://www.oracle.com/technetwork/java/javase/downloads/

To check your version of Java, run:

java -version

1.3.3.3 Services Tools Bundle Requirements - Solaris 10 ASR Assets Only

Services Tools Bundle (STB) is a tool set (including Explorer and SNEEP) that helps ASR obtain required information from each ASR system before you can activate them, such as obtaining the system's serial number from firmware.

To verify that the necessary tools are installed on your system, run:

pkginfo -l SUNWexplo

To verify that your system's serial number is being reported correctly, run:

sneep -a

To verify that your system's attributes are being reported correctly, run:

stclient -E

Note:

If your system is using only a service processor-based telemetry source (ILOM, or XSCF on M-Series), STB does not need to be installed.

See Doc ID 1153444.1 to download the latest Oracle Service Tool Bundle (STB) software from My Oracle Support:

https://support.oracle.com

1.3.4 Network Connection Requirements

The ASR Manager System must have an internet connection – either a direct connection or through a proxy. If you access the internet through a proxy, check with your network administrator to collect information needed to configure the ASR Manager system. You will need to know:

  • Proxy server name

  • Proxy port number

  • Proxy user name

  • Proxy password

  • NTLM Domain Name (if applicable)

  • NTLM Host Name (if applicable)

  • OASM Host Information (if applicable)

Check and make note of the ASR Manager IP address:

ifconfig -a

To test the connection to Oracle, in a browser, go to:

https://transport.oracle.com/v1

You can also test your connection in a terminal window:

telnet transport.oracle.com 443
/usr/sfw/bin/wget https://transport.oracle.com/v1

If you receive a "connected" message, the connectivity is successful.

For ASR Assets, contact your network administrator to confirm or enable the following:

  1. Set-up firewall rules to allow bi-directional SNMP/UDP traffic to traverse between ASR Assets and the ASR Manager.

    Notes:

    • If your asset is running Solaris 11 and if you are planning to make the ASR Manager the endpoint URL, then ensure the designated HTTP(S) port is open to the ASR Manager.

    • If your asset is running Solaris 11 and if you are planning on a direct connect back to Oracle, then ensure connectivity with the following command:

      telnet transport.oracle.com 443
      
  2. Ensure that ASR Assets can send SNMP telemetry data out on port 162 to the ASR Manager.

    Note:

    If your asset is running Solaris 11, then ensure it can send HTTP(S) telemetry data to the ASR Manager port configured.
  3. Ensure that the ASR Manager can communicate with ASR Assets, via http, using port 6481.

    Note:

    If your ASR Asset system is running Solaris 11, then this step is not required.

Check and make note of the ASR Asset IP address:

ifconfig -a

If working with a system that has a service processor, such as Blade systems and some T and X-series systems, obtain the service processor and/or the chassis IP address. These will be required for ASR installation.

1.3.5 Telemetry Requirements

An integral component to ASR functionality is the hardware telemetry sources resident on your ASR Assets. Depending upon your hardware type, you will have one or more hardware telemetry sources resident on your system. To determine the telemetry source for your ASR Asset, see the list of qualified hardware at:

http://www.oracle.com/technetwork/systems/asr/documentation/index.html

Once you find your specific hardware in the list:

  1. In the columns titled Telemetry Source on: SERVICE PROCESSOR and Telemetry Source on: HOST, you will see the telemetry sources that are on your system. As indicated, some telemetry sources reside on a service processor (dedicated hardware), and others reside on the host itself. It is also common for some systems to have multiple telemetry sources.

  2. Make a note of the telemetry sources on your system for later use in the installation process (for example, ILOM, FMA, XSCF, etc.).

  3. If the telemetry sources have a Note indicator, review the note at the bottom of the table and make note of the requirements for that telemetry source. Keep the following in mind:

    • Any Solaris operating system or patch requirements should have been completed. Refer to "Operating System Requirements", if necessary.

    • In some cases, the telemetry software must be upgraded for ASR. In other cases, the telemetry source requires a dedicated network connection.

    • In some cases, multiple telemetry sources cannot run together on the same system.

1.3.5.1 Telemetry Sources Overview

  1. Fault Management Architecture (FMA): FMA is a capability in Solaris 10 and 11 that automatically diagnoses, isolates, and recovers from many hardware and application faults. As a result, business-critical applications and essential system services can continue uninterrupted in the event of software failures, major hardware component failures, and even software misconfiguration problems.

    • Solaris 10 can be configured to send SNMP traps to the ASR Manager.

    • Solaris 11 can be configured to send events to the ASR Manager via http(s) using the Solaris asradm command via the asr-notify service.

  2. Integrated Lights Out Manager (ILOM): ILOM is embedded into some platforms and comes with dedicated network and serial ports to provide remote management, configuration, and telemetry reporting. ILOM reports power and environmental problems as well as CPU and memory faults on certain servers.

    Note:

    Beginning with ASR 4.1, ILOM telemetry supports the SNMP v3 security protocol. SNMP v3 provides security (encryption and authentication) for any communication between an ASR Asset and OASM.

    If your environment requires SNMP v3 to use the Oracle ASR service, you will need to configure both ASR Manager and any ASR Assets. See Configure ASR Manager for SNMP v3 and Set Up SNMP v3 for ASR Assets (Optional) for more information.

  3. M-Series Extended System Control Facility (XSCF): XSCF incorporates a service processor separate from all other processors. XSCF regularly monitors server components including CPU, memory, disks, fan rotation and device temperatures.

  4. The Oracle Hardware Management Pack (OHMP): OHMP allows ILOM events to be captured by the Host and forwarded through the Host network connection. OHMP is a telemetry source for T5xxx and some x64 servers.

1.4 My Oracle Support Requirements

My Oracle Support provides an interface to the ASR service that allows you to:

  • Complete the activation of ASR Assets.

  • View and update any Service Requests generated from ASR.

All ASR Assets must be associated with a Support Identifier, which includes contact information to notify you when a Service Request is generated. You can also view all hardware assets associated with your support identifier.

To install the ASR software components, you must provide a valid My Oracle Support login name in order to validate key information about the systems targeted for ASR installation (for example, serial numbers).

1.4.1 Request Support Identifier Access in My Oracle Support

With Oracle Premier Support, a support contract is composed of one or more support identifiers. Each support identifier can cover one or more hardware assets. You must have the appropriate account access before you can complete any ASR installation. Only the Customer User Administrator (CUA) can approve an ASR Asset.

To request access to your support identifier:

  • Log in to My Oracle Support (https://support.oracle.com). Note that your Oracle Single-Sign On user name is your e-mail address. You can register if you are a new user.

  • In the My Oracle Support Dashboard, select Settings from the menu.

  • In the Settings pane on the left, select Account & Privileges (located under the Personal submenu). Information about your account and access privileges will display:

    Sample image of a user Account and Privileges
  • If you already have the support identifier number, enter it in the field and click the Request Access button. If you do not know your support identifier, click Find Support Identifier to perform a search. You can search on:

    • The hardware system serial number

    • Organization

    • Existing Sun Contract number

  • Access requests are sent to the account administrator to approve. Once approved, you will be able to view information about the assets associated with your support identifier.

1.4.2 Oracle Partner Network (OPN) Partners and ASR

If support services for your ASR assets are provided by an Oracle Partner, the Partner is responsible for ASR activation in My Oracle Support. When ASR detects a fault, only the Partner is notified of the problem.

Note:

ASR will generate a technical Service Request (not draft) if support services are provided by an Oracle Support Provider Partner for Oracle Engineered Systems (excluding Oracle Database Appliance). For more information about Oracle Engineered Systems, see:
http://www.oracle.com/us/products/engineered-systems

Contact your Oracle Support Provider Partner for details.

The Partner's My Oracle Support account must have access to their respective partner Customer Support Identifier (CSI) associated with the asset and must have administrator privileges. This will enable the account to manage the assets of the customer CSIs associated with the Partner CSI.

The Partner has the responsibility to:

  • Use My Oracle Support to:

    • Assign contacts to ASR assets. The contact must be a member of the Partner's organization, and the MOS account must be associated with the Partner's CSI.

    • [optional] Assign distribution e-mail addresses to ASR assets. This can be used to send ASR e-mail notifications to an e-mail list maintained by the Partner.

    • Activate ASR assets.

    • Maintain ASR asset information.

  • Provide a My Oracle Support username and password to register the ASR Manager, using a Partner e-mail address.

  • Provide service to their customers when ASR detects problems.

You can use My Oracle Support to view ASR asset status, but you cannot edit the ASR asset information.