Setting Up Auto Service Request

Understanding Auto Service Request

Auto Service Request (ASR) is designed to automatically open service requests when specific Recovery Appliance hardware faults occur. ASR detects faults in the most common server components, such as disks, fans, and power supplies, and automatically opens a service request when a fault occurs. ASR monitors only server components and does not detect all possible faults.

ASR is not a replacement for other monitoring mechanisms, such as SMTP and SNMP alerts, within the customer data center. It is a complementary mechanism that expedites and simplifies the delivery of replacement hardware. ASR should not be used for downtime events in high-priority systems. For high-priority events, contact Oracle Support Services directly.

When ASR detects a hardware problem, ASR Manager submits a service request to Oracle Support Services. In many cases, Oracle Support Services can begin work on resolving the issue before the administrator is even aware the problem exists.

An email message is sent to both the My Oracle Support email account and the technical contact for Recovery Appliance to notify them of the creation of the service request.

A service request might not be filed automatically on some occasions. This can happen because of the unreliable nature of the SNMP protocol or a loss of connectivity to ASR Manager. Oracle recommends that you continue to monitor your systems for faults and call Oracle Support Services if you do not receive notice that a service request was filed automatically.

Getting Ready to Install ASR

Before installing ASR, complete these prerequisites:

Create a My Oracle Support account at http://support.oracle.com.
Ensure that the following are set up correctly in My Oracle Support:
- Oracle Premier Support for Systems, Oracle Premier Support for Operating Systems, or Oracle Limited Warranty
- The technical contact person at the customer site who is responsible for Recovery Appliance
- A valid shipping address at the customer site for the Recovery Appliance parts
Identify and designate a system to host ASR Manager.

ASR Manager must be installed on a server that has connectivity to Recovery Appliance and an outbound Internet connection using HTTPS or an HTTPS proxy. To submit a service request (SR), the server must be able to access the Internet.
ASR Manager uses the following ports for normal operations. Ensure that Recovery Appliance and ASR Manager server ports are open:
- All Recovery Appliance servers must have port 6481 open for HTTP-based asset activation requests that they receive from ASR Manager.
- The server running ASR Manager must have port 162 open for SNMP-based telemetry messages that the Recovery Appliance servers send to it.
- The Oracle transport.oracle.com web server has port 443 open for HTTPS-based telemetry messages that ASR Manager sends to it.
See Figure 4-1 for the port locations.
Ensure that the designated system conforms to the "Hardware and Network Configuration Recommendations for ASR." See the Oracle ASR website:

http://docs.oracle.com/cd/E37710_01/nav/products.htm
Confirm that Java Development Kit 6 (JDK 1.6.0_04 or later) is running on the designated ASR Manager system:
```
java -version
```
If necessary, download and install the latest version of JDK from the Java SE Downloads website:

http://www.oracle.com/technetwork/java/javase/downloads/index.html
Obtain root access to the designated ASR Manager host.
Identify and verify connectivity to Recovery Appliance.
Verify connectivity to the Internet using HTTPS.

Figure 4-1 shows the network connections between ASR and Recovery Appliance.

Figure 4-1 Auto Service Request Network Connections

Description of "Figure 4-1 Auto Service Request Network Connections"

Installing ASR Manager

To install ASR Manager, download the current version from My Oracle Support Doc ID 1185493.1. Then follow the instructions in the Oracle Auto Service Request Installation and Operations Guide at

http://www.oracle.com/technetwork/systems/asr/documentation/index.html

Verifying the ASR Manager Installation

Perform these checks as root on ASR Manager to ensure that it is installed properly.

Ensure that the asr command is in the search path of the root user.
Verify that ASR Manager 3.5 or later is running:
```
asr show_rules_version
```
Check the registration status:
```
asr show_reg_status
```
Test the connection by sending a test message to the transport server.
```
asr test_connection
```
Verify the ASR assets:
1. In ASR Manager, verify that ASR is activated:
```
asr list_asset -i asset_ip
```
  In the preceding command, asset_ip is the IP address of a server or an Oracle ILOM. To list all assets, enter this command:
```
asr list_asset
```
2. If no assets are listed, then verify that ASR is configured on Recovery Appliance.
Note:

If an IP address or host name changes, then you must deactivate and reactivate the asset.

About the Trap Destinations on Recovery Appliance

ASR is an optional software component of Recovery Appliance. When configuring the software in Oracle Exadata Deployment Assistant, you must complete the page about ASR. Then during the software installation, Recovery Appliance configures the servers to trap the component fault indicators. See "unresolvable-reference.html".

The following are examples of Simple Network Management Protocol (SNMP) traps sent to ASR Manager for disk failures.

**INTERNAL XREF ERROR** shows the SNMP trap for an storage server disk failure. The hardware alert code (HALRT-02001) is underlined.

**INTERNAL XREF ERROR** shows the SNMP trap from a compute server disk failure. The hardware alert code (HALRT-02007)is underlined.

Example 4-1 Example of a Storage Server SNMP Trap

2011-09-07 10:59:54 server1.example.com [UDP: [192.85.884.156]:61945]:
RFC1213-MIB::sysUpTime.0 = Timeticks: (52455631) 6 days, 1:42:36.31
SNMPv2-SMI::snmpModules.1.1.4.1.0 = OID: SUN-HW-TRAP-MIB::sunHwTrapHardDriveFault
SUN-HW-TRAP-MIB::sunHwTrapSystemIdentifier = STRING: Sun Oracle Database Machine
1007AK215C
SUN-HW-TRAP-MIB::sunHwTrapChassisId = STRING: 0921XFG004
SUN-HW-TRAP-MIB::sunHwTrapProductName = STRING: SUN FIRE X4270 M2 SERVER
SUN-HW-TRAP-MIB::sunHwTrapSuspectComponentName = STRING: SEAGATE ST32000SSSUN2.0T;
Slot: 0SUN-HW-TRAP-MIB::sunHwTrapFaultClass = STRING: NULL
SUN-HW-TRAP-MIB::sunHwTrapFaultCertainty = INTEGER: 0
SUN-HW-TRAP-MIB::sunHwTrapFaultMessageID = STRING: HALRT-02001
SUN-HW-TRAP-MIB::sunHwTrapFaultUUID = STRING: acb0a175-70b8-435f-9622-38a9a55ee8d3
SUN-HW-TRAP-MIB::sunHwTrapAssocObjectId = OID: SNMPv2-SMI::zeroDotZero
SUN-HW-TRAP-MIB::sunHwTrapAdditionalInfo = STRING: Exadata Storage Server: 
cellname  Disk Serial Number:   E06S8K 
server1.example.com failure trap.

Example 4-2 Example of Oracle Database Server SNMP Trap

2011-09-09 10:59:54 dbserv01.example.com [UDP: [192.22.645.342]:61945]:
RFC1213-MIB::sysUpTime.0 = Timeticks: (52455631) 6 days, 1:42:36.31
SNMPv2-SMI::snmpModules.1.1.4.1.0 = OID: SUN-HW-TRAP-MIB::sunHwTrapHardDriveFault
SUN-HW-TRAP-MIB::sunHwTrapSystemIdentifier = STRING: Sun Oracle Database Machine
1007AK215C
SUN-HW-TRAP-MIB::sunHwTrapChassisId = STRING: 0921XFG004
SUN-HW-TRAP-MIB::sunHwTrapProductName = STRING: SUN FIRE X4170 M2 SERVER
SUN-HW-TRAP-MIB::sunHwTrapSuspectComponentName = STRING: HITACHI H103030SCSUN300G
Slot: 0SUN-HW-TRAP-MIB::sunHwTrapFaultClass = STRING: NULL
SUN-HW-TRAP-MIB::sunHwTrapFaultCertainty = INTEGER: 0
SUN-HW-TRAP-MIB::sunHwTrapFaultMessageID = STRING: HALRT-02007
SUN-HW-TRAP-MIB::sunHwTrapFaultUUID = STRING: acb0a175-70b8-435f-9622-38a9a55ee8d3
SUN-HW-TRAP-MIB::sunHwTrapAssocObjectId = OID: SNMPv2-SMI::zeroDotZero
SUN-HW-TRAP-MIB::sunHwTrapAdditionalInfo = STRING: Exadata Database Server: db03 
Disk Serial Number: HITACHI H103030SCSUN300GA2A81019GGDE5E 
dbserv01.example.com failure trap.

Troubleshooting ASR

For troubleshooting procedures for the ASR software, see Chapter 5 of the Oracle ASR Installation and Operations Guide at:

http://www.oracle.com/technetwork/systems/asr/documentation/index.html

If you continue to have issues, contact ASR support.