Understanding Auto Service Request

Auto Service Request (ASR) is designed to automatically open service requests when specific Recovery 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.

An email message is sent to both the My Oracle Support email account and the technical contact for Recovery Appliance to notify them of the creation of the service request.

A service request might 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 you continue to monitor your systems for faults and call Oracle Support Services if you do not receive notice that a service request was filed automatically.