6.1 Understanding Oracle Auto Service Request (ASR)

ASR is designed to automatically open service requests when specific Oracle PCA hardware faults occur. To enable this feature, the Oracle PCA components must be configured to send hardware fault telemetry to the ASR Manager software. ASR Manager must be installed on the master management node, which needs an active outbound Internet connection using HTTPS or an HTTPS proxy.

When a hardware problem is detected, 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 administrator is even aware the problem exists.

ASR detects faults in the most common hardware components, such as disks, fans, and power supplies, and automatically opens a service request when a fault occurs. ASR does not detect all possible hardware faults, and it 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.

An email message is sent to both the My Oracle Support email account and the technical contact for Oracle Private Cloud Appliance to notify them of the creation of the service request. A service request may not be filed automatically on some occasions. This can happen because of the unreliable nature of the SNMP protocol or a loss of connectivity to 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 filed automatically.

For more information about ASR, consult the following resources: