Oracle Cloud Infrastructure Documentation

Oracle Auto Service Request (ASR)

Private Cloud Appliance is qualified for Oracle Auto Service Request. ASR is integrated with My Oracle Support. When specific hardware failures occur, ASR automatically opens a service request and sends diagnostic information. The appliance administrator receives notification that a service request is open.

Using ASR is optional: the service must be registered and enabled for your appliance. To enable this feature, the Private Cloud Appliance must be configured to send hardware fault telemetry to Oracle directly at https://transport.oracle.com/, to a proxy host, or to a different endpoint. For example, you can use a different endpoint if you have the ASR Manager software installed in your data center as an aggregation point for multiple systems.

When a hardware problem is detected, ASR 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 alerts, within the customer data center. ASR 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 Private Cloud Appliance to notify them of the creation of the service request. A service request might not be filed automatically in some cases, for example if a loss of connectivity to ASR occurs. Administrators should 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: