6 Automated Service Requests

Introduction to Automated Service Requests

Oracle Enterprise Manager Ops Center can generate Automated Service Requests (ASRs) based on known issues. The data from an incident in Oracle Enterprise Manager Ops Center and the asset's contact information are used to create the service request. You must provide contact information for your assets and enable this feature before ASRs can be generated.

An ASR can only be generated for an asset if a set of valid My Oracle Support (MOS) credentials have been provided. The asset must be present in MOS, and the credentials must be associated with a Customer Service Identifier (CSI) with rights over the asset. Service Request Creation rights are required to create new service requests, and Admin rights are required if the contact information for the asset must be updated.

When ASRs are enabled, Oracle Enterprise Manager Ops Center periodically launches a job to activate assets for ASRs, and attempts to activate all assets when they are discovered. You can view the details of this job to see what assets have been activated. You can also view an asset's ASR status. You can add the serial number of an asset to a blacklist to prevent Oracle Enterprise Manager Ops Center from enabling that asset for ASRs.

When a qualified critical incident causes an ASR creation attempt, a job is run to create the ASR, and an annotation is added to the incident indicating the ASR creation attempt. If the ASR creation is successful, another annotation is added, indicating that the ASR was succesfully created and providing a URL for the ASR. Once they are created, ASRs are identical to other service requests and can be viewed and managed using the same processes and tools.

For more information about the assets that can be activated for ASRs and the incidents that can create ASRs, see the ASR documentation at http://www.oracle.com/technetwork/server-storage/asr/documentation/index.html.

Viewing ASR Status for an Asset

You can view an asset's ASR activation status. If the asset is activated for ASRs, an ASR will be generated for any qualified critical issues. If the asset is not activated, it is either not qualified for ASRs or it has not been successfully associated with one of the MOS accounts known to Oracle Enterprise Manager Ops Center.

To View the ASR Status for an Asset

1. Click the asset in the Assets section of the Navigation pane.

2. Click the Service Requests tab.

   The ASR Activated State field shows the asset's ASR status.

Providing Contact Information

You can provide or edit the contact information for an asset or group of assets. You can also provide and edit the default contact information that is used for assets without asset-specific contact information. This contact information is used to create the ASR with the location of the asset.

If an asset has one set of contact information in the My Oracle Support interface and a separate set in Oracle Enterprise Manager Ops Center, the MOS set is used in the ASR. If MOS has no contact information for the asset, the contact information provided in Oracle Enterprise Manager Ops Center is used.

Enabling Automated Service Requests

When enabled, automated service requests are generated for your assets when a qualified incident occurs.

To Enable Automated Service Requests

1. Click the Enterprise Controller in the Administration section of the Navigation pane.

2. Click Enable ASR.

   A confirmation window is displayed.

3. Click OK.

   Automated Service Requests are enabled.

Disabling Automated Service Requests

You can disable automated service requests. While the feature is disabled, no automated service requests are generated for any asset.

To Disable Automated Service Requests

1. Click the Enterprise Controller in the Administration section of the Navigation pane.

2. Click Disable ASR.

   A confirmation window is displayed.

3. Click Ok.

   Automated Service Requests are disabled.

Blacklisting an Asset

When ASRs are enabled, Oracle Enterprise Manager Ops Center periodically launches a job to enable assets for ASRs, and attempts to activate all assets when they are discovered. You can add the serial number of an asset to a blacklist to prevent Oracle Enterprise Manager Ops Center from enabling that asset for ASRs.

To Blacklist an Asset

1. Click the Enterprise Controller in the Administration section of the Navigation pane.

2. Click the Configuration tab, then select the Auto Service Request subystem.

3. In the Serial Blacklist value field, enter one or more serial numbers in a comma-separated list.

4. Click Save.