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Oracle® SuperCluster M8 and SuperCluster M7 Administration Guide

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Updated: June 2020

ASR Overview

Auto Service Request (ASR) is designed to automatically open service requests when specific SuperCluster hardware faults occur. To enable this feature, the SuperCluster components must be configured to send hardware fault telemetry to the ASR Manager software. The ASR Manager must be installed on a server that has connectivity to the SuperCluster, and an outbound Internet connection using HTTPS or an HTTPS proxy.

When a hardware problem is detected, the ASR Manager submits a service request to Oracle Support Services. In many cases, Oracle Support Services can begin work on resolving the issue before the database/system administrator is even aware the problem exists.

Prior to using ASR, set up the following:

  • Oracle Premier Support for Systems or Oracle/Sun Limited Warranty

  • Technical contact responsible for SuperCluster

  • Valid shipping address for SuperCluster parts

An e-mail message is sent to both the My Oracle Support (MOS) e-mail account for Auto Service Request and the technical contact for the activated asset, notifying them of the creation of the service request.

Note -  If a subscriber has not been set up, then the subsequent Auto Service Request activation fails.

Consider the following information when using ASR:

  • ASR is applicable only for component faults. Not all component failures are covered, though the most common components, such as disk, fan, and power supplies are covered. For more information, refer to this web page: https://www.oracle.com/support/premier/auto-service-request.html

    Click the Documentation link on this page, then refer to the “ASR Fault Coverage Information” section at the bottom of the page.

  • ASR is not a replacement for other monitoring mechanisms, such as SMTP, and SNMP alerts, within the customer data center. It is a complementary mechanism that expedites and simplifies the delivery of replacement hardware. ASR should not be used for downtime events in high-priority systems. For high-priority events, contact Oracle Support Services directly.

  • There are occasions when a service request may not be automatically filed. This can happen because of the unreliable nature of the SNMP protocol, or loss of connectivity to the ASR Manager. Oracle recommends that customers continue to monitor their systems for faults and call Oracle Support Services if they do not receive notice that a service request has been automatically filed.

Tip  -  Refer to the Oracle Auto Service Request web page at https://www.oracle.com/support/premier/auto-service-request.html for more information on ASR.