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.

    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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