1.3.1 Understanding Auto Service Request

When a hardware problem is detected, Oracle 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 administrator is even aware the problem exists. Oracle Auto Service Request (ASR) is designed to automatically open service requests when specific Oracle Exadata hardware faults occur.

To enable this feature, the Oracle Exadata components must be configured to send hardware fault telemetry to the Oracle ASR Manager software. This service covers components in storage servers and Oracle Database servers, such as disks and flash cards.

Oracle ASR Manager must be installed on a server that has connectivity to Oracle Exadata, and an outbound Internet connection using HTTPS or an HTTPS proxy. Oracle recommends that Oracle ASR Manager be installed on a server outside of Oracle Exadata. The following are some of the reasons for the recommendation:

• If the server or the rack containing Oracle ASR Manager goes down, then Oracle ASR Manager is unavailable for all of the Oracle Exadata components that it supports. This is very important to consider when several Oracle Exadata systems use the Oracle ASR Manager.

• In order to submit a service request (SR), the server must be able to access the Internet.

Note:

Oracle ASR can only use the management network. Ensure the management network is set up to allow Oracle ASR to run.

Prior to using Oracle ASR, the following must be set up:

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

• Technical contact responsible for Oracle Exadata

• Valid shipping address for Oracle Exadata parts

An e-mail message is sent to the technical contact for the activated asset to notify the creation of the service request. The following are examples of the disk failure Simple Network Management Protocol (SNMP) traps sent to Oracle ASR Manager.

Note:

• Oracle 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.

• Oracle ASR is not a replacement for other monitoring mechanisms, such as SMTP, and SNMP alerts, within the customer data center. Oracle ASR is a complementary mechanism that expedites and simplifies the delivery of replacement hardware. Oracle 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 Oracle 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.

• Oracle ASR can monitor Sun Datacenter InfiniBand Switch 36 switches that have firmware release 2.1.2 and later in Oracle Exadata systems running Oracle Exadata System Software release 11.2.3.3.0 or later. Switches may need a field engineer to set the entitlement serial number.

Example 1-2 Example of Exadata Storage Server SNMP Trap

This example shows the SNMP trap for a storage server disk failure. The corresponding hardware alert code has been highlighted.

2011-09-07 10:59:54 server1.example.com [UDP: [192.85.884.156]:61945]:
RFC1213-MIB::sysUpTime.0 = Timeticks: (52455631) 6 days, 1:42:36.31
SNMPv2-SMI::snmpModules.1.1.4.1.0 = OID: SUN-HW-TRAP-MIB::sunHwTrapHardDriveFault
SUN-HW-TRAP-MIB::sunHwTrapSystemIdentifier = STRING: Sun Oracle Database Machine
1007AK215C
SUN-HW-TRAP-MIB::sunHwTrapChassisId = STRING: 0921XFG004
SUN-HW-TRAP-MIB::sunHwTrapProductName = STRING: SUN FIRE X4270 M2 SERVER
SUN-HW-TRAP-MIB::sunHwTrapSuspectComponentName = STRING: SEAGATE ST32000SSSUN2.0T;
Slot: 0SUN-HW-TRAP-MIB::sunHwTrapFaultClass = STRING: NULL
SUN-HW-TRAP-MIB::sunHwTrapFaultCertainty = INTEGER: 0
SUN-HW-TRAP-MIB::sunHwTrapFaultMessageID = STRING: HALRT-02001
SUN-HW-TRAP-MIB::sunHwTrapFaultUUID = STRING: acb0a175-70b8-435f-9622-38a9a55ee8d3
SUN-HW-TRAP-MIB::sunHwTrapAssocObjectId = OID: SNMPv2-SMI::zeroDotZero
SUN-HW-TRAP-MIB::sunHwTrapAdditionalInfo = STRING: Exadata Storage Server: 
cellname  Disk Serial Number:   E06S8K 
server1.example.com failure trap. 

Example 1-3 Example of Oracle Database Server SNMP Trap

This example shows the SNMP trap from an Oracle database server disk failure. The corresponding hardware alert code has been highlighted.

2011-09-09 10:59:54 dbserv01.example.com [UDP: [192.22.645.342]:61945]:
RFC1213-MIB::sysUpTime.0 = Timeticks: (52455631) 6 days, 1:42:36.31
SNMPv2-SMI::snmpModules.1.1.4.1.0 = OID: SUN-HW-TRAP-MIB::sunHwTrapHardDriveFault
SUN-HW-TRAP-MIB::sunHwTrapSystemIdentifier = STRING: Sun Oracle Database Machine
1007AK215C
SUN-HW-TRAP-MIB::sunHwTrapChassisId = STRING: 0921XFG004
SUN-HW-TRAP-MIB::sunHwTrapProductName = STRING: SUN FIRE X4170 M2 SERVER
SUN-HW-TRAP-MIB::sunHwTrapSuspectComponentName = STRING: HITACHI H103030SCSUN300G
Slot: 0SUN-HW-TRAP-MIB::sunHwTrapFaultClass = STRING: NULL
SUN-HW-TRAP-MIB::sunHwTrapFaultCertainty = INTEGER: 0
SUN-HW-TRAP-MIB::sunHwTrapFaultMessageID = STRING: HALRT-02007
SUN-HW-TRAP-MIB::sunHwTrapFaultUUID = STRING: acb0a175-70b8-435f-9622-38a9a55ee8d3
SUN-HW-TRAP-MIB::sunHwTrapAssocObjectId = OID: SNMPv2-SMI::zeroDotZero
SUN-HW-TRAP-MIB::sunHwTrapAdditionalInfo = STRING: Exadata Database Server: db03 
Disk Serial Number: HITACHI H103030SCSUN300GA2A81019GGDE5E 
dbserv01.example.com failure trap.