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.

    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.

    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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