Improve Your Hardware Support Experience—Part 2
By My Oracle Support Team-Oracle on Jun 11, 2013
Hardware Support Best Practices
Part 1, discussed how to install the Service Tools Bundle, set up Oracle Explorer, and enable Automatic Service Request.
Part 2, below, addresses how to improve the speed of Hardware Service Request resolution and how to be more proactive by addressing known issues using the output of the Oracle Explorer file (installation steps are covered in Part 1).
Improving the Speed of Hardware Service Request Resolution
Did you know that the system fast tracks your Service Requests when you attach either the Oracle Explorer or the correct diagnostic files?
If the system detects a known issue, within 20 minutes there is an automatic update made to the Service Request advising which component requires replacement.
Enable your Service Request to get faster resolutions by associating the correct content as outlined:
- SPARC Servers—see Document: 1364841.1 to learn how to log a service request with all the required information
- Learn More—Take a few minutes to read the Oracle Explorer Information Center. Ensure you set up the explorer so that it regularly sends data to Oracle. As it is the data from these tools that help to improve your support experience.
- Sun SPARC Enterprise M3000, M4000, M5000, M8000, & M9000 Servers—require an Explorer from the domain in question and a snapshot from the Main XSCF. See Document: 1008229.1 for details on how to run snapshot on these platforms
- Sun SPARC Enterprise T5xx0 Servers and Sun SPARC T3 & T4 Servers—use ILOM and require snapshot from the SP. See Document: 1020204.1 for details on how to run snapshot on these platforms
Generating and reviewing an Oracle Sun System Analysis (OSSA) Report
Oracle Sun System Analysis reports provide a wealth of information that allows you to maintain your system proactively to reduce unplanned outages. The process of viewing reports is via My Oracle Support -> Proactive Hardware Services. To enable you to view the reports a number of steps need to be completed to confirm your identity, serial number access, and Oracle Explorer needs to be installed and setup correctly.
Before reviewing the OSSA report, complete the authorization steps as outlined below. If you skip this step, you might not be able to see the reports online.
Step 1—The chassis serial number has to be on the contract that is associated with the Support Identifier (SI) on your My Oracle Support Account. View My Accounts to validate you have the SI associated to your account.
Step 2—Ensure Oracle Explorer Data Collector is installed on all the system you are interested in analyzing for known faults.
Step 3—For older system the appropriate explorer field is the serial number field when running the ./ explorer -g command. SNEEP is the recommended method gathering the serial number information. The manually ended data must be identical to serial number listed on your support contract. For example, don’t add extra spaces to the start or finish of the serial number.
Step 4—Setup explorer to be set to run via a cron job or manually. See the Oracle Explorer Data Collector Users Guide for more details. Send the output to Oracle Secure File Transport (SFT) or Sun Support Files. Oracle Recommends SFT view Document: 1362484.1 for a walk through of the steps.
Step 5—Oracle recommends that explorer data is sent monthly. Oracle receives the Explorer data and performs two checks.
- Rule 1: How old is the explorer file? If it is greater than 90days then N/A appears in the explorer data field for the asset. If it is less than 90days, the next rule is run
- Rule 2: Is there an Existing OSSA report available? If Yes, is the report greater than 28.1 days? If yes, a new report will be created. If No, and it is less than 28.1 days the report will not be created
Step 6—View the reports. Select Proactive Hardware Services.
The Home page is displayed—it has the list of SI's and serial numbers for active reports.
View the MC Report
The Mission Critical (MC) Report shows details about your system. Under each region, there is an icon to indicate that there is more data available. Select the arrow icon to view more details about the known issue.
Oracle recommends that you focus on those known issues marked with a red circle and white X
View the ORI Report
This report shows the system’s risk level. Severity is associated to the risk index number. Oracle recommends that Critical risks are addressed to prevent your system experiencing known issues.
- The SI will only be visible when there are entitled explorer files associated to it.
- The SI must be associated to a contract with Hardware and Operating System coverage. This is viewable in the My Account region by selecting the SI and viewing the coverage.