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Oracle Auto Service Request (ASR)

For ASR version 2.7 and later Quick-Installation Guide


About ASR
Configuration Requirements
Auto Service Request (ASR) is a secure, scalable, customer-installable software
feature of warranty and Oracle Support Services that provides auto-case generation Operating Systems (required for the ASR Manager)
when specific hardware faults occur. ASR is designed to enable faster problem
resolution by eliminating the need to initiate contact with Oracle Support Services for
● Oracle Enterprise Linux (OEL) 5.3 and later
hardware failures, reducing both the number of phone calls needed and overall phone - or -
time required. ● Solaris 10, Update 6 (10u6) and later
Java Version: at least JRE/JDK 1.6.0_04
ASR also simplifies support operations by utilizing electronic diagnostic data. Easily
installed and deployed, ASR is completely controlled by you, the customer, to ensure Network connection: Connect to the Internet via HTTPS.
security. Other Software
● Services Tools Bundle (STB) must be installed on all
Solaris ASR assets, including the ASR Manager
Need help? If you need assistance installing or configuring ASR, ● Service Tags must be installed on the OEL ASR Manager
then contact your Oracle Support Services representative. ● Download the latest ASR and SASM package from the
“download” link on the Oracle ASR product page.

Prerequisites Before You Start


For ASR Assets and ASR Manager Systems
Support Contract Information
● Make sure your support contract information is correct and Install Service Tags – OEL Install Service Tools Bundle (STB) – Solaris
current. 1. Service Tags 1.1.5 is required only on the OEL ASR
If your system is using only a service processor-
Manager. Visit the Sun Service Tag 1.1.5 page on the based telemetry source (ILOM, or XSCF on M-
● You will need a Sun Online Account (SOA) login. If you do Download Center. Select “Oracle Enterprise Linux” from Series), STB does not need to be installed. If this is
not have a login, create one at http://reg.sun.com. the drop-down menu and click the Continue button. your configuration, then you can skip the STB install.
● All of your assets must have a Technical Contact 2. Download and unzip the latest
svdtag.i386.linux.zip file. 1. Download STB (see: http://sun.com/service/stb)
assigned. Contact Oracle Support Services to add/update
technical contact information. 3. Run the following commands to install the service tags: 2. Untar the STB bundle and run the installation script
rpm -i sun-servicetag-1.1.5-1.i386.rpm (install_stb.sh). As part of the installation, be
● Make sure your SOA login (see https://reg.sun.com) is rpm -i sun-hardware-reg-1.0.0-1.i386.rpm sure to select:
attached to a valid support contract. ● Enter I for “install”
● Validate your Support Contract with the Note: JRE/JDK 6 is required for SASM. You can download ● Enter Y to replace existing SNEEP packages
the latest version from the Java SE Downloads page. Enter Y to replace existing Service Tags
Sun Member Support Center

packages
Hardware Information 3. Confirm that SNEEP is installed correctly. Run:
Identify and designate a system to serve as ASR Manager.
Resources sneep -a
● ●

● Identify and verify ASR assets. 4. Verify that Service Tags is reporting your system
● Oracle ASR Product Page attributes correctly. Run:
● Identify telemetry sources. ● Sun Products Qualified for ASR ● stclient -E
● Make sure your hardware qualifies for ASR (see ● Oracle ASR Documentation 5. If  stclient -E does not show the serial number,
Sun Products Qualified for ASR) ● Sun Support Center register manually. Run:
● Register your hardware with the ● sneep -s <serial number>
Sun Member Support Center

Copyright © 2010, Oracle and/or its affiliates. All rights reserved. Page 1
Oracle Auto Service Request (ASR)
For ASR version 2.7 and later Quick-Installation Guide
Part 1 – Install ASR Manager for Solaris and OEL
Select a qualified Sun server running Solaris or Oracle Enterprise Linux to house the ASR Manager.

Install SASM Package Install ASR Package Register and Activate ASR Manager
SASM is only installed on the ASR 1. As root, install the ASR package: 1. As root on the ASR Manager system,
Manager system. You must login as root ● For Solaris: run asr register.
to install the ASR components. pkgadd -d SUNWswasr.version_num.pkg 2. Enter “1” or “2” depending on your geographic
location:
1. From the directory where you unzipped the SASM ● For OEL:
rpm -i SUNWswasr.version_num.rpm 1)transport.sun.com (Americas or
package, install the SASM package: Asia Pacific regions)
● For Solaris: 2. As the installation progresses, you are prompted 2)transport.sun.co.uk (Europe,
pkgadd -d SUNWsasm.version_num.pkg to make several selections. Use the list below to Middle East, or Africa regions)
determine how to respond to the installation
● For OEL: prompts: 3. If you are using a proxy server to access the
rpm -i SUNWsasm.version_num.rpm internet, then enter the proxy server information.
● When prompted: If you are not using a proxy server, then enter a
2. As the installation progresses, you are prompted to . . . select all packages to process, hyphen ( - ).
make several selections. Use the list below to press [Return] to select all packages.
determine how to respond to the installation 4. When prompted, enter your Sun Online Account
prompts:
● When prompted: (SOA) username and password. ASR will validate
. . . install conflicting files, enter Y. the login. Once validated, the registration is
● When prompted: complete. Note: Passwords are not stored.
. . . install all packages, press [Return].
● When prompted:
. . . scripts will be executed with 5. Check the registration status.
● When prompted: super-user permission during the Run asr show_reg_status.
“. . . install conflicting files, enter Y. process of installing this package, 6. Test the connection to ensure that ASR can send
● When prompted: enter Y. information to the transport server.
. . . scripts will be executed with 3. Add the asr command to the PATH (update to Run asr test_connection.
super-user permission during the the root's .profile, .cshrc, .kshrc. or .bashrc as 7. Auto-activation of the ASR Manager is attempted
process of installing this package, needed): during registration. Verify activation:
enter Y. PATH=$PATH:/opt/SUNWswasr/bin/asr asr list_asset -i <IP address>
export PATH or
asr list_asset -h <hostname>
8. If "No asset found to list," then activate manually:
Learn More About ASR asr activate_asset -i <IP address>
Need help? If you need assistance installing or
or configuring ASR, then contact your Oracle For complete installation details, please see asr activate_asset -h <hostname>
Support Services representative. the ASR Installation and Operations Guide 9. Confirm end-to-end ASR functionality:
asr report

Copyright © 2010, Oracle and/or its affiliates. All rights reserved. Page 2
Oracle Auto Service Request (ASR)
For ASR version 2.7 and later Quick-Installation Guide
Part 2 – Install ASR and Configure ASR Assets
Select qualified ASR Assets running Solaris or Oracle Enterprise Linux

Install ASR Asset Bundle Set Up Telemetry Sources for ASR


The ASR Manager can receive telemetry from multiple Enable FMA/SunMC Telemetry
If you are configuring an M-series system, X6270, or
sources (SunMC, ILOM, FMA, XSCF). Check the list of
X6275, skip this step and go to “Enable M-Series XSCF This step does not apply to M-series, X6270, or X6275
qualified hardware (see Sun Products Qualified for ASR) to
Telemetry.” systems.
verify the fault telemetry source needed for each asset
identified. 1. As root, launch the ASR Asset Menu:
1. Copy the ASRAssetBundle.tar.gz to each asset requiring /opt/SUNWswasr/asrassetbundle/asrassetmenu.sh
SunMC and/or Sol 10 FMA fault telemetry. These sources will need to be configured to provide
maximum fault coverage for your asset. 2. From the Asset Menu, select 3 to enable Solaris 10 SNMP
2. As root on the ASR Manager system, go to the
trap destination (management host). (If the asset requires
/opt/SUNWswasr directory and make sure a copy of the
SunMC for ASR, select 2 to enable SunMC telemetry.)
ASRAssetBundle.<version_num>.tar.gz file is available on
each ASR asset system. Enable Integrated Lights Out Manager ● For the prompt “Please enter Hostname or IP Address of
(ILOM) Telemetry (CLI) SASM ASR plugin,” enter the hostname or IP for the
3. As root on the ASR Asset system, unzip and untar the file.
installed ASR manager system.
1. Initiate an ssh connection to the IP address of the ILOM ● For the prompt “Please enter SNMP port of SASM
network interface and login as root. ASR plugin (q to quit) [162],” press [Return]
or enter another port if you have changed your port
2. ILOM has up to 15 “rules” available. One of these rules will settings for ASR.
Activate ASR Assets be set for use with ASR. Select an available a rule, 1 – 15.
Confirm the rule is available (disabled) with: ● For the prompt “Do you want to set trap-
Active ASR Assets after the appropriate telemetry • For rackmount servers and qualified blades: destination [y,n, q],” enter Y and press [Return].
sources have been set up. show /SP/alertmgmt/rules/x 3. Repeat for each ASR asset.
The asr activate_asset command must be • For the Sun Blade 6000 Chassis:
run from the ASR Manager system. show /CMM/alertmgmt/rules/x
Enable M-Series XSCF Telemetry
3. Once you have an available rule, configure the following:
All Systems (except Sun Blades) • set destination=<IP address of ASR manager>
1. Initiate an ssh connection to the IP address of the XSCF
For all systems (except for Sun Blades) using Solaris 10 network interface and login to the XSCF console. Make sure
FMA, SunMC, or XSCF as fault telemetry source, activate • set destination_port=162 you have platadm privileges (showuser -p <login name>).
with: • set type=snmptrap Run showuser -p to list users with this privilege.
• asr activate_asset -i <IP address> 2. Disable the SNMP agent. Run setsnmp disable
• set level=minor
or
set snmp_version=2c 3. Add the ASR Manager system as the trap destination. Run
• asr activate_asset -h <hostname> •

setsnmp addtraphost -t v2 -s public -p 162


• set community_or_username=public
xxx.xxx.xxx.xxx
For All Blades • show /SP/alertmgmt/rules/x to confirm these • -s = community string (default value is public)
1. For the Sun Blade 6000 chassis (CMM), activate with: parameters • -p = SNMP listener port (default value is 162)
• asr activate_asset -i <Chassis_ILOM_IP>
4. Confirm that SNMP services are enabled: • xxx.xxx.xxx.xxx = ASR Manager IP address
2. For each Blade within the chassis using Solaris 10 FMA
Run show /SP/services/snmp and verify that the “port” 4. Confirm the XSCF hostname is set as you would like.
as fault source, activate with:
• asr activate_blade -i <Blade-NEMport-IP> is 161 and that “v2c” is enabled. Run showhostname -a
-c <Chassis_ILOM_IP> 5. Repeat for each ASR asset using ILOM. 5. Enable the SNMP agent. Run setsnmp enable
3. For x6x70 Blades, activate with: 6. Enable SNMP v1v2. Run setsnmp enablev1v2c public
• asr activate_blade -i <blade-ILOM-ip> Learn More About ASR 7. Verify Service Tags are enabled. Run showservicetag
-c <Chassis_CMM_ip>
For complete details, please see the 8. Verify SNMP settings to ensure the trap destination is set and
SNMP is enabled. Run showsnmp
ASR Installation and Operations Guide
9. Repeat for all M-Series ASR assets.

Copyright © 2010, Oracle and/or its affiliates. All rights reserved. Page 3