Wednesday May 22, 2013

Part 2 - How to improve your hardware support experience

Part 1, discussed how to install the Service Tools Bundle, setup up Oracle Explorer and Enable Automatic Service Request.

Part 2, 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, with 20minutes 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

• 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.

Enable your systems for faster service requests today!

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.

This is not issue for newer systems as the serial number identification is automatic.

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.

My Oracle Support - Proactive Hardware Services


The home page is displayed - it has the list of SI's and serial numbers for active reports.

My Oracle Support - Proactive Hardware Services


My Oracle Support - Proactive Hardware Services


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
My Oracle Support - Proactive Hardware Services



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.
My Oracle Support - Proactive Hardware Services

Notes


1. The SI will only be visible when there are entitled explorer files associated to it.
2. 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.

If you have Questions please post them in the My Oracle Support Community.

Tuesday May 07, 2013

Part 1 - Are you undertaking the Essentials to enable great Systems Support?

Oracle Hardware customers who are running Oracle Solaris or Oracle Solaris x86, can improve their support experience by undertaking these three Hardware Essentials setups:


1. Download and install the Services Tools Bundle.
This bundle has: Oracle Explorer Data Collector; Oracle Remote Diagnostic Agent; Oracle Serial Number in EEPROM (SNEEP) and Oracle Automatic Crash Dump Tool (ACT). The bundle is available for Solaris and Solaris x86, release 8 onwards.

  • [ Download ] – Log into My Oracle Support and follow the links on this document to download the latest.
  • [ Learn More ] – Take a few minutes to read the Oracle Explorer Information Center. Ensure you setup the explorer so that it regularly sends data to Oracle. As it is the data from these tools that enable a faster support experience.


  • 2. Set up Oracle Explorer.
    How healthy are your Oracle Systems? Did you know that once you set up Oracle Explorer to send data to Oracle you can view two reports that will help you understand their health? The first is a mission critical report and the second is the Systems Risk Index based on the Sun Alert Program. If the Oracle explorer was correctly configured, and you have access to the same Support Identifier as the system you would like to review, then you can get started today. If you cannot view reports please verify the following setups:

    a. Validate the chassis serial number is on contract with a valid Support Identifier. Using the Assets Tab, enter the serial number if it does not come back then you don’t have access to the CSI it’s associated with or it’s not on contact.
    b. Validate in My Oracle Support, via My Account that you have the same Support Identifier associated to your account as the chassis serial number.
    c. Install Oracle Services Tools Bundle for Solaris on any system you are interested in viewing reports on.
    d. Setup Oracle Explorer ensure the serial number is entered into the appropriate Oracle Explore Data Collector Field and that it matches exactly to the Serial Number as displayed in the Assets Region of the Systems Tab on My Oracle Support.
    e. Configure the explorer output to be sent to Oracle every 30 days.
  • [ Learn More ] Review all the documentation prior to getting started.


  • 3. Enable Automatic Service Request (ASR) for known hardware issues.
    This is a secure, scalable, customer installable software solution that automatically generates a Service Request for specific hardware faults. Available for all ASR capable systems that are covered by an Oracle Support Contract.
  • [ Learn More ] – Review the ASR page for documentation and downloads.
  • These three core steps are the essential tasks that should be completed by any user who has to support and maintain Oracle Systems.

    Wednesday Feb 27, 2013

    Are you receiving the Oracle Systems Support Newsletters ?

    The Support News is a monthly publication available to anybody with My Oracle Support Access. It covers what’s new in My Oracle Support for Systems customers, covering topics such as: this months Sun Alerts, Advisor Webcasts, What are the top 10 hot documents customers are accessing, and other related content.

    There is a 30second video on the Newsletter to demonstrate how to subscribe to Hot-Topics to ensure you get an automatic notification when the document is published each month.

    Do you have questions about support that are not answered in the newsletter? If Yes, use the +/- icon on the document to send in topics or use the comments option on this blog. Any suggestions will be reviewed and included in the coming monthly releases.

    In this release March 2013:

  • Become an Oracle Support Insider!
  • Advisor Webcasts for Systems Customers
  • Welcome Xsigo Customers
  • Do you want a faster turn around time for your Service Request?
  • What's happening in the My Oracle Support Communities
  • Have you viewed the latest My Oracle Support Speed Training?
  • Are you getting the most out of your support experience?
  • Sun Alerts for February 2013
  • Did you know about supported Languages for My Oracle Support?

  • Sunday Feb 03, 2013

    Are you getting the most out of sending Explorer files to Oracle?

    One of the many values of an Oracle Hardware Support contract is the ability to send in an explorer file and discover how exposed your systems it to known problems or issues.

    To enable this feature:

    1. Firstly download and install the Service Tools Bundle – Learn more | Download the software

    2. Ensure you read and complete the six minimum requirements as outlined in document 1304277.1 to enable the explorer you send to Oracle to be analyzed and the report created.

    3. View the reports available on My Oracle Support -> More -> Proactive Hardware Services

    4. Discuss and take action on the reports to reduce unplanned downtime for known issues.



    PLEASE NOTE:
    The ORI Reports will start reappearing on Feb 7, 2013 US time.
    The MC Reports will be available from Feb 21, 2013

    The system is being upgraded to enable it to meet demand.

    Thursday Jan 24, 2013

    Finding Content in My Oracle Support

    I had the chance to attend a Webcast session about Finding content in My Oracle Support provided by Brian Jackson at Oracle. Brian highlighted useful tips for Systems Customers. If you missed the event you can watch the replay

    In addition there are generic Finding Answers in My Oracle Support Webcasts hosted in many languages and timezones. Check the schedule out by viewing document id 553747.1 . You need a My Oracle Support Account to view the schedule and register.

    Monday Sep 10, 2012

    Resolve Oracle Service Requests Faster Using ASR

    Oracle Auto Service Request (ASR) can reduce the time needed to resolve hardware problems. Learn how ASR works and how to implement it in your environment. ASR, a feature of Oracle hardware warranty and Oracle Premier Support for Systems, can improve system availability through expedited diagnostics and priority Service Request handling.
    Date: Sep 11, 9AM MT : Register

    Sunday Jul 08, 2012

    Oracle Support Customers take note My Oracle Support Flash is set to Retire

    Take Action – My Oracle Support Flash User Interface Set to Retire


    On July 13, 2012, Oracle plans to upgrade the HTML interface with additional functionality that will allow those users still remaining on the Flash-based interface to switch over to the HTML version. Although the Flash-based user interface will remain available for a brief period following the upgrade, we encourage you to begin using the new HTML version sooner. Find out when you should make the switch!
    Read complete communication to Flash users

    Tuesday May 01, 2012

    The Oracle Solaris, Systems, and Storage Newsletter for May is now available.

    Interested in what we are doing at Oracle to improve your support experience?
    Firstly, check out the newsletter for top documents, new documents the x86 team have created, take a survey and what how to find patches. Once you log into My Oracle Support either search for document 1363390.1 or follow the link under the document number.

    Secondly, check out the new portal experience accessed via http://supporthtml.oracle.com. On the default home page of My Oracle Support (support.oracle.com) there is a new toggle switch to enable you to check the html version or the flash version. The switch remembers your setting between sessions.

    Finally, Stay Proactive... New releases of AutoServiceRequest will be available on May 7th, take time to upgrade release. The patch is available in My Oracle Support -> Patches and Updates -> Product/Family Advanced Search -> Enter in Auto S as the product and select, then select the latest release from the version option and download.

    Enjoy

    Monday Apr 23, 2012

    Preventing outages before they become an escalation

    Did you know that there was a Proactive Page available for Systems customers? 79 Individuals out of a total of 85,636 took a few minutes to see how they could improve their systems by being a little more proactive. Did you?

    In a commissioned study conducted on behalf of Oracle, Forrester Consulting found that Oracle Premier Support for Systems customers are getting quantifiable benefits from:


    • Reduced downtime and associated costs of that downtime,
    • Avoiding the costs of parts inventories, and
    • Avoiding the costs of augmenting internal IT staff to provide hardware support.

    The study, which analyzed the total economic impact of investing in Oracle Premier Support for Systems, demonstrated a 43% return on investment (ROI) for Oracle customers. [ Learn More]

    Monday Apr 09, 2012

    What are Information Centers?

    Information Centers are similar to product pages in the Oracle Sun System Handbook


    Many customers like the Oracle Sun System Handbook concept of a home page with all the product attributes, troubleshooting etc. access from a single home page. This concept is now available for a range of Oracle Solaris, Systems, and Storage products. The Information Center for each product covers areas such as: Overview, Hot Topics, Patching and Maintenance. The Information Center pages are dynamically generated each night to ensure the latest content is available to you.
    Here are the top Solaris, Systems, and Storage Information Centers:

    Sunday Apr 01, 2012

    Product Support News for Oracle Solaris, Systems, and Storage

    Hi System Support Customers,

    April Newsletter is now available


    The April, 2012 Newsletter for Oracle Solaris, Systems, and Storage is now available via document 1363390.1 *Requires a My Oracle Support account to access.

    Please take a few minutes to read the newsletter. The newsletter is the primary method of communication about what we in support would like you to be aware of. If you are not receiving the newsletter, it could be due to:
    (a) Your Oracle profile does not have the allow Oracle Communication selected (on oracle.com Sign In, or if logged in select "Account" and under your Job Role, check you have selected this box : [ ] Yes, send me e-mails in Oracle Products....
    (b) you have not logged a service request during the last 12 months.
    Oracle is working to improve the distribution process and changes are coming and once they are ready I will write more about that. But today if you don't automatically receive the newsletter all you can do is save it as a favorite within My Oracle Support and come back on the 2nd of each month to check out the changes.

    This month I am really interested to find out from you is the Newsletter providing you the type of items that you are interested in. To gather some data on that, I have a small 2minute survey running on the newsletter or you can access it [ here ]

    Finally, if you think I am missing a topic in the Newsletter, let me know by taking the survey or suggesting a topic via this blog.

    Get Proactive


    Don't forget about being Proactive. The latest updates for Systems and Solaris pages in the Get Proactive area are now available. Check out document 432.1 and learn what proactive features are available for Systems and Solaris.

    Sunday Mar 25, 2012

    What's hot in Oracle Premier Support News for Solaris, Storage and Systems - How to Patch!

    Struggling with locating patches for Sun products?


    Can't find your Oracle System Drivers? This question has been raised many times by customers and was the source of a short video in the Oracle System Support Newsletter in February 2012. The transition between SunSolve and My Oracle Support is to change how you think about the type of patch your looking for. For example, in SunSolve you might have typed e1000g if looking for an Enternet Driver.. but entering e1000g will not find anything in My Oracle Support -> Patches and Update Menu. As you need to use the Product (Advanced) search which is driven of the Product Name, therefore you need to type "Ethernet" and select the ethernet product you are looking for to locate the patches for this product.


    Just to recap that video: If you are looking for the e1000g Ethernet Driver - You need to use Advance Search and search for Enternet


    1. Log into My Oracle Support -> Select Patches and Updates -> Select Product or Family (Advanced Search).
    2. In the product line enter: Ethernet and select the product name from the menu.
    3. Check remove supersede patches - that ensure you only get relevant current patches in the results.
    4. Select Search and the results are displayed.

    Now you have more options to include the platform (Solaris,Linux etc.) if want to further narrow the search.

    Need more information?


    Log into My Oracle Support and what a short 90sec video I put together. View the 7 minute Video using Firefox/chrome – It shows searching for individual patches, Solaris, Firmware etc.

    If you are not receiving the Oracle System Support Newsletter:
    Option (a) Within My Oracle Support, make document id: 1363390.1 a favourite and revisit it on the 2nd of each month for the latest content.
    Option (b) By default the Newsletter  is sent to all customers who have logged a Service Request on an Oracle Systems Hardware Product during the last 12months, unless you have opted out to receiving Oracle Communications on your profile on http://oracle.com

    Monday Mar 19, 2012

    Get Proactive! Proactive Capability Portfolio

    Unleash Oracle Premier Support’s Advanced Proactive Capabilities

    Where do you go to solve technical problems? Better yet, where do you find out how to prevent them? Oracle Premier Support’s proactive capability portfolio can help Support customers prevent, resolve, and upgrade.


    Oracle



    Join thousands of Oracle customers who are already taking advantage of proactive support.

    Are You Ready To Get Proactive?

    Bookmark the proactive capabilities portfolio and start exploring Oracle Premier Support's proactive support capabilities. Search "Get Proactive" in My Oracle Support to view the knowledge, tools and communities available through product specific pages. Act now to get started!


    Questions? Contact Oracle’s "Get Proactive" team today.




    Thursday Mar 15, 2012

    Automate your Hardware Support Experience

    Oracle understands that optimizing support interactions helps your business to stay efficient and competitive - especially when it comes to known technical issues. Our Oracle Auto Service Request (ASR) capability gives you a clear advantage by eliminating unnecessary phone calls for support on a broad spectrum of system events.  ASR works by automatically notifying Oracle  -- 24 hours a day, 7 days a week, 365 days a year -- when a qualifying event occurs. 

    Built-in diagnostics help to further streamline the support process and accelerate our ability to dispatch any needed parts or resources directly to your data center site.  The one-way event notification engine ensures that all communications go directly from your system to ours, thereby eliminatingany security concerns you may have.

    During the month of March, 2012 we will be reaching out to customers with a short 2-4minute survey to enable you to tell Oracle about your Auto Service Request experience. Please take a few minutes to answer the survey questions as your feedback will drive improvements.

    Learn More about Auto Service Request by watching this 2minute video


    Get Started today at @ oracle.com/asr




    Sunday Mar 11, 2012

    @sun.com email addresses will no longer work from March 24, 2012

    For any customer sending in data to an @sun.com email address this feature will stop on March 24, 2012. This message has been communicated via the Oracle Systems Newsletter over the last 4 editions. If you don't receive the Oracle Systems Support Newsletter, please login to oracle.com and confirm you have checked the box to receive email from Oracle.



    The alternative for sending explorer and other content to Oracle is via Oracle Secure File Transport Review Knowledge document 1362484.1 for further details.

    About

    This blog is focused on assisting Systems and Sun customers get the most out of their My Oracle Support Experience. Topics covered included but are not limited to: getting proactive, staying informed, support video's tips, finding content, finding patches, accessing the My Oracle Support Community, upcoming training events and to enable users to stay informed.

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