Wednesday Dec 11, 2013

Oracle Systems Log Their Own SRs

Give yourself or your Sys Admin an early holiday present by using Oracle Auto Service Request (ASR). This is a tool that was developed at Sun and it just keeps getting better. More on that in a bit. ASR is available to Oracle Premier Support customers at no extra cost and it can save you a lot of time, stress, and money by removing work from your plate and speeding the resolution of hardware issues.

ASR automates service request (SR) creation and handling for key hardware faults. It enables your system to automatically identify issues and then transmit this information directly to Oracle Support so we can take action. Click on the image below to see a short demo video on YouTube.

ASR video

Since acquiring Sun, Oracle has applied its R&D to making ASR even better. Most recently, improvements have been made to how Oracle interprets and acts on incoming telemetry. As a result, a large percentage of automated SRs are now “auto-dispatched”. This means it has become very common for a replacement part to be shipped or a request for a field engineer site visit to occur within only 20 minutes of receipt of an SR. So, the SR creation time is minimized and so is the response time. Pretty cool.

Oracle places a great deal of focus on this kind of service automation. In fact, Oracle was very recently recognized for this engineering in winning the 2013 Innovation in the Delivery of Support Services STAR Award. Oracle received this award from the Technology Services Industry Association. TSIA members represent the world’s leading technology companies and we are certainly honored.

Innovation in Support Award

Congratulations to everyone who contributed to this technology. ASR has become a powerful support tool and another great reason to choose Oracle server and storage systems.

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We created this blog to help people take better advantage of the software updates, tools and services that come with Oracle Premier Support.

Whether you use Oracle software, Oracle systems or both, we hope you will find information here that helps you and your organization to get ahead, stay ahead and experience the full value of all that Oracle offers.

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