ASR- Automated Service Request - AKA "Phone Home"
By Steve Tunstall on Jul 28, 2011
Many of you know that the 7000 family (and pretty much every piece of hardware Oracle sells) has a built-in feature called ASR, or Automated Service Request.
In the past, you may have called this "Phone-Home" or some other name, but basically it's all the same. Something goes wrong on the box, and a signal is sent to Oracle to alert us that there's an issue. Now, this isn’t magic. YOU have to setup ASR on the box correctly or this will not work. The 7000 walks you through this setup during the initial install of the box, but if you skip it, you can always go back and set it up later. Just go to Configuration, Services, Phone Home.
Would you like to know what issues DO send a signal? This website has documentation for Oracle ASR, and at the bottom of the page you’ll see docs for “Fault Coverage Information” for a variety of products, including our 7000 & 6000 storage families. The 7000 is obvious, and the 6000 & 2000 families are under the one titled “Common Array Manager (CAM)”.
Now, once you open up the 7000 document, you will see about 15 pages of issues that will create an ASR if they occur (and ASR is setup properly). The many links inside the document are only useful if you are either and Oracle employee or have a proper MOS login account. If you don’t, and you would like more info on one, please speak to your friendly, neighborhood Oracle storage SC, and they’ll be happy to look some up for you.
It’s pretty important to setup ASR, if you haven’t already. Not only will the system be able to quickly let us know when there’s a major problem, but it also generates a heartbeat with our Oracle support team, and gives them monthly status updates about your system. There is a comprehensive privacy statement that goes along with this, and Oracle’s lawyers are pretty good at assuring you that this is safe and no private data is collected. I can show you the actual data collected in these reports, if you like. They are very useful. Not only can your local SC use these reports to help you plan for firmware updates and storage capacity use, but will also, in the future, be able to automatically inform you when important bug fixes or system updates come out. If you’re not on ASR, you’re on your own and will most probably miss many of these updates, and your local team will not see your systems in the status reports, so will not even know you have a 7000 out there for them to help you with.