10/28

# 5 Setting Up Auto Service Request

This chapter explains how to install and configure Auto Service Request for Oracle Big Data Appliance. It contains these sections:

- Understanding Auto Service Request

- Getting Ready to Install ASR

- Installing ASR Manager

- Verifying the ASR Manager Installation

- Configuring the Trap Destinations on Oracle Big Data Appliance

- Verifying ASR Assets

- Validating Auto Service Request on Oracle Big Data Appliance

- Troubleshooting ASR

## 5.1 Understanding Auto Service Request

Auto Service Request (ASR) is designed to automatically open service requests when specific Oracle Big Data 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 database 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 Oracle Big Data Appliance to notify them of the creation of the service request.

A service request may 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 customers continue to monitor their systems for faults and call Oracle Support Services if they do not receive notice that a service request has been filed automatically.

See Also:

Oracle Auto Service Request web page at

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

Oracle Auto Service Request user documentation at

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

## 5.2 Getting Ready to Install ASR

Before installing ASR, complete these prerequisites:

1. Create a My Oracle Support account at `http://support.oracle.com`.

2. Ensure that the following are set up correctly:

   - 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 Oracle Big Data Appliance

   - A valid shipping address at the customer site for Oracle Big Data Appliance parts

3. Identify and designate a system to host ASR Manager.

   ASR Manager must be installed on a server that has connectivity to Oracle Big Data 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.

4. Verify that the following ports are free:

   - 162: ASR Manager receives telemetry messages from the servers.

   - 443: ASR Manager sends telemetry messages to Oracle.

   - 6481: ASR Manager listens for asset activation requests from the servers.

   See Figure 5-1 for the port locations.

5. Ensure that the designated system conforms to the "Hardware and Network Configuration Recommendations for ASR." See the Oracle ASR website:

   `http://www.oracle.com/technetwork/systems/asr/overview/hardware-recommendations-330108.html`

6. 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`

7. Obtain `root` access to the designated ASR Manager host.

8. Identify and verify connectivity to Oracle Big Data Appliance.

9. Verify connectivity to the Internet using HTTPS.

Figure 5-1 shows the network connections between ASR and Oracle Big Data Appliance.

Figure 5-1 Auto Service Request Network Connections

Description of "Figure 5-1 Auto Service Request Network Connections"

## 5.3 Installing ASR Manager

To install ASR Manager, download version 3.6 or higher from My Oracle Support 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`

## 5.4 Verifying the ASR Manager Installation

Perform these checks on ASR Manager to ensure that it is installed properly:

- As the `root` user, verify that the ASR installer created three CRON jobs:

      crontab -l

  The following are the recommended settings:

  - `asr report`: Set once a month on Sunday

  - `asr heartbeat`: Set twice daily or at least once daily

  - `asr update_rules.sh`: Set once daily by default

- 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

## 5.5 Configuring the Trap Destinations on Oracle Big Data Appliance

ASR is an optional software component of Oracle Big Data Appliance. When planning the initial software configuration, you must complete the section about ASR in the Oracle Big Data Appliance Configuration Worksheets. Then during the software installation, Oracle Big Data Appliance Mammoth Utility configures the servers to trap the component fault indicators. See "Mammoth Installation Steps".

You can reconfigure your appliance at any time to add or drop support for ASR. See "Changing the Configuration of Optional Software."

## 5.6 Verifying ASR Assets

To 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

   The following is an example of the output. You should see a host name and an Oracle ILOM name for each of the servers, for a total of 12, 24, or 36 activations. If you see fewer, then identify the missing ones and activate them. An example of a server name is bda1node15 and an Oracle ILOM name is bda1node15-c.

       ADDRESS       HOST_NAME     SERIAL_NUMBER  ASR      PRODUCT_NAME
       ------------- ------------- -----------    -------- --------------------------
       203.0.114.44  bda1node15    1143FMM023     Enabled  SUN FIRE X4270 M2 SERVER...
       203.0.115.139 bda1node15-c  1143FMM073     Enabled  SUN FIRE X4270 M2 SERVER
       203.0.114.45  bda1node16    1143FMM021     Enabled  SUN FIRE X4270 M2 SERVER...
       203.0.115.140 bda1node16-c  1143FMM063     Enabled  SUN FIRE X4270 M2 SERVER
       203.0.114.46  bda1node17    1143FMM021     Enabled  SUN FIRE X4270 M2 SERVER...
       203.0.115.141 bda1node17-c  1143FMM46B     Enabled  SUN FIRE X4270 M2 SERVER

2. If no assets are listed, then verify that ASR is configured on Oracle Big Data Appliance. Log in to the first server and enter this command:

       ]# cat /opt/oracle/BDAMammoth/mammoth-rack_name.params | grep ASR

   The following output shows that ASR has not been configured.

       ASR_ENABLED=false
       SETUP_ASR_SERVER=false
       ASR_HOST=
       ASR_PORT=162
       ASR_SERVER_PWD=

   To configure ASR, see "Changing the Configuration of Optional Software."

Note:

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

## 5.7 Validating Auto Service Request on Oracle Big Data Appliance

To validate the ASR installation, you can generate test events.

To set up a test event on Oracle ILOM:

1. Log in to the Oracle ILOM of any server in Oracle Big Data Appliance.

2. Change to the following directory:

       -> cd /SP/alertmgmt/rules/3

3. Enter this command:

       -> show

   The following information is displayed:

        /SP/alertmgmt/rules/3
           Targets:

           Properties:
               type = snmptrap
               level = disable
               destination = 0.0.0.0
               destination_port = 0
               community_or_username = public
               snmp_version = 1
               testrule = (Cannot show property)

           Commands:
               cd
               set
               show

4. Ensure that the properties have valid values, not blank or set to zeros as shown in Step 3. Use the appropriate IP address and port for your site.

5. Set the test trap:

       -> set testrule=true

6. You should receive an email about the event. Verify that an email was also sent to the address listed in your customer support identifier (CSI) for Oracle Big Data Appliance.

To set up a test in the operating system environment:

1. Log in to any server on Oracle Big Data Appliance.

2. Enter this command to validate the operating system.

       # ./opt/oracle/bda/compmon/bda_mon_hw_asr.pl -validate_snmp_subscriber -type asr

   The sample output shows 10.10.10.123:162 as the ASR Manager address:

       Sending test trap to destination - 10.10.10.123:162

3. Verify that an email about the event was sent to you and to the address listed in your customer support identifier (CSI) for Oracle Big Data Appliance.

   This test event does not open a case, but it makes a verifiable entry in the ASR back end.

You received the emails from both of the previous tests (Oracle ILOM and operating system environment), then your validation is complete. If not, then proceed to "Troubleshooting ASR".

If the emails state that there are contract issues, contact your installation coordinator for further assistance.

## 5.8 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. See My Oracle Support Note 1352349.1.