This chapter explains how to install and configure Auto Service Request for Oracle Big Data Appliance. It contains these sections:
5.1 About Auto Service Request
Auto Service Request (ASR) is designed to automatically open service requests when specific Oracle Big Data Appliance hardware faults occur.
ASR detects faults in the most common server components, such as disks, fans, and power supplies, and automatically opens a service request when a fault occurs. ASR monitors only server components and does not detect all possible faults.
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.
When ASR detects a hardware problem, 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.
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.
Oracle Auto Service Request web page at
Oracle Auto Service Request user documentation at
5.2 Getting Ready to Install ASR
Before installing ASR, complete these prerequisites:
- Create a My Oracle Support account at
- Ensure that the following are set up correctly:
Oracle Premier Support for Systems, Oracle Premier Support for Operating Systems, or Oracle Limited Warranty
The technical contact person at the customer site who is responsible for Oracle Big Data Appliance
A valid shipping address at the customer site for Oracle Big Data Appliance parts
- Identify and designate a system to host ASR Manager.
- ASR Manager uses the following ports for normal operations. Ensure that the Oracle Big Data Appliance and ASR Manager server ports are open:
All Oracle Big Data Appliance servers must have port 6481 open for HTTP-based asset activation requests that they receive from ASR Manager.
The server running ASR Manager must have port 162 open for SNMP-based telemetry messages that the Oracle Big Data Appliance servers send to it.
transport.oracle.comweb server has port 443 open for HTTPS-based telemetry messages that ASR Manager sends to it.
See Figure 5-1 for the port locations.
- Ensure that the designated system conforms to the "Hardware and Network Configuration Recommendations for ASR." See the Oracle ASR website:
- Confirm that Java Development Kit 6 (JDK 1.6.0_04 or later) is running on the designated ASR Manager system:
If necessary, download and install the latest version of JDK from the Java SE Downloads website:
rootaccess to the designated ASR Manager host.
- Identify and verify connectivity to Oracle Big Data Appliance.
- Verify connectivity to the Internet using HTTPS.
Figure 5-1 shows the network connections between ASR and Oracle Big Data Appliance.
Figure 5-1 Auto Service Request Network Connections
Description of "Figure 5-1 Auto Service Request Network Connections"
5.3 Installing ASR Manager
Do not set up the assets.
5.4 Verifying the ASR Manager Installation
root, perform these checks on ASR Manager to ensure that it is installed properly:
Verify that ASR Manager 3.5 or later is running:
Check the registration status:
Test the connection by sending a test message to the transport server.
5.5 Configuring the Trap Destinations on Oracle Big Data Appliance
ASR is an optional software component of Oracle Big Data Appliance. When configuring the software in Oracle Big Data Appliance Configuration Generation Utility, you must complete the section about ASR. Then during the software installation, the Mammoth utility configures the servers to trap the component fault indicators.
bdacli enableto activate configuration changes:
You do not need to disable and then enable ASR unless there are errors when you attempt to enable it. In that case, run
# bdacli enable asr
bdacli disable asrfirst and then run
bdacli enable asr.
5.6 Verifying ASR Assets
- In ASR Manager, verify that ASR is activated:
asr list_asset -i
In the preceding command, asset_ip is the IP address of a server or an Oracle ILOM. To list all assets, enter this command:
The following is an example of the output. You should see a host name and an Oracle ILOM name for each of the servers, for a total of 12, 24, or 36 activations. If you see fewer, then identify the missing ones and activate them. An example of a server name is bda1node15 and an Oracle ILOM name is bda1node15-c.
ADDRESS HOST_NAME SERIAL_NUMBER ASR PRODUCT_NAME ------------- -------------- ----------- -------- -------------------------- 126.96.36.199 bda1node15 1143FMM023 Enabled SUN FIRE X4270 M2 SERVER 188.8.131.52 bda1node15-c 1143FMM023 Enabled SUN FIRE X4270 M2 SERVER 184.108.40.206 bda1node16 1143FMM021 Enabled SUN FIRE X4270 M2 SERVER 220.127.116.11 bda1node16-c 1143FMM021 Enabled SUN FIRE X4270 M2 SERVER 18.104.22.168 bda1node17 1143FMM022 Enabled SUN FIRE X4270 M2 SERVER 22.214.171.124 bda1node17-c 1143FMM022 Enabled SUN FIRE X4270 M2 SERVER
- If no assets are listed, then verify that ASR is configured on Oracle Big Data Appliance. Log in to the first server and enter this command:
# cat /opt/oracle/BDAMammoth/cluster_name-config.json | grep ASR
The following output shows that ASR has not been configured.
ASR_ENABLED=false SETUP_ASR_SERVER=false ASR_HOST= ASR_PORT=162 ASR_SERVER_PWD=
To configure ASR, see "Enabling Optional Software Included With the Release."
5.7 Validating Auto Service Request on Oracle Big Data Appliance
To set up a test event on Oracle ILOM:
Log in to the Oracle ILOM of any server in Oracle Big Data Appliance.
Change to the following directory:
-> cd /SP/alertmgmt/rules/3
Enter this command:
The following information is displayed:
/SP/alertmgmt/rules/3 Targets: Properties: type = snmptrap level = disable destination = 0.0.0.0 destination_port = 0 community_or_username = public snmp_version = 1 testrule = (Cannot show property) Commands: cd set show
Ensure that the properties have valid values, not blank or set to zeros as shown in Step 3. Use the appropriate IP address and port for your site.
-> set testrule=true
You should receive an email about the event. Verify that an email was also sent to the address listed in your customer support identifier (CSI) for Oracle Big Data Appliance.
To set up a test in the operating system environment:
Log in to any server on Oracle Big Data Appliance.
Enter this command to validate the operating system.
# ./opt/oracle/bda/compmon/bda_mon_hw_asr.pl -validate_snmp_subscriber -type asr
The sample output shows 10.10.10.123:162 as the ASR Manager address:
Sending test trap to destination - 10.10.10.123:162
Verify that an email about the event was sent to you and to the address listed in your customer support identifier (CSI) for Oracle Big Data Appliance.
This test event does not open a case, but it makes a verifiable entry in the ASR back end.
If you received the emails from both of the previous tests (Oracle ILOM and operating system environment), then your validation is complete. If not, then proceed to "Troubleshooting ASR".
If the emails state that there are contract issues, contact your installation coordinator for further assistance.
5.8 Troubleshooting ASR
If you continue to have issues, contact ASR support. See My Oracle Support Note 1352349.1.