Part 1 - Are you undertaking the Essentials to enable great Systems Support?
By Miriam Brace -Oracle on May 07, 2013
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.