Settings for ASR (Call-Home)

Call‑Home is a feature that, when enabled, works with the Auto Service Request (ASR) feature to send all notifications and associated logs about specific Oracle FS System events to My Oracle Support (MOS). Configure the Call‑Home settings correctly to ensure that the MOS system properly manages the events.

Note: No customer data is sent in a Call‑Home transmission.

The Oracle FS System sends log bundles that contain information about the system event. The log bundles assist Oracle Customer Support to diagnose the system event. The collection of the log bundles is initiated by one of the following methods:

Manual

The administrator has requested a log bundle collection. You can manually send the logs to MOS and associate the logs with an existing SR number.

Event-triggered

When a system event occurs, the Oracle FS System triggers the following activities:

Collects log bundles that contain information about the event
Uploads the logs to MOS

If necessary, MOS creates an SR for the system event and then dispatches replacement parts, if appropriate.

Periodic

The system sends a notification as scheduled in Oracle FS System Manager (GUI) configuration.

After the ASR feature is activated, MOS expects to receive an event, known as a heartbeat, each day from the Oracle FS System. The daily heartbeat keeps the ASR feature in an active state. The following options ensure that MOS receives daily and weekly heartbeat event notifications:

Standard periodic Call‑Home
Larger periodic Call‑Home

For both options, do not change the option schedules.

If the daily heartbeats are not received, MOS creates an SR indicating that the periodic heartbeat is overdue. MOS then dispatches the SR to Oracle Customer Support for resolution.

The Oracle FS System maintains a directory of log collections, each of which represents an event or a manual log bundle. You can select a log bundle file, a range of log bundle files, or a group of log bundle files to download or transmit to MOS. The name of each log bundle indicates the reason, date, and time (GMT) that the bundle was created, as well as the reason, date, and time the previous bundle was created.

Oracle Customer Support might request that you send multiple log bundles to MOS. When you create a manual log bundle, you can add an SR number in the Notes field. MOS then automatically associates that log bundle with your active SR.

You can send the log bundles to a local server, if necessary. However, sending log bundles to the local server disables all ASR functionality.