Automated Diagnosis Requirements and Expectations for X86 platforms

Asset ID:	1-71-1368515.1
Update Date:	2014-09-05
Keywords:

Solution Type Technical Instruction Sure

Solution 1368515.1 : Automated Diagnosis Requirements and Expectations for X86 platforms

Applies to:

Sun Blade 6000 System - Version All Versions and later
Information in this document applies to any platform.

Goal

This document explains the Automated Diagnosis Service Request creation method. By uploading the required data using My Oracle Support, Automated Diagnosis will process the answers and data immediately after the Service Request is created. Using this method will likely result in a quicker time to resolution than "traditional" Service Request creation methods.

Automated Diagnosis relies on having access to the specific data file(s) noted below. Uploading the exact data requested will expedite your service. If anything else is provided, e.g. .txt or .jpg files, automation will exit, signaling that the "data provided does not match expectations". The exact data requested provides automation with all the necessary information to automatically diagnose an issue, and if needed the part information that is required to expedite dispatch or part shipment. Incorrect data, such as a .txt file, .jpg file, screen snapshot(s) or messages log may provide some information, but cannot be used for automated diagnosis. Only one valid bundle can be uploaded, multiple valid data bundles will cause automation to exit.

It is recommended to upload the data during SR creation or upload the required data as soon as possible after SR creation utilizing the MOS Upload Files feature, you will be directed to which data collection method is required dependant on issue, or platform in step 3 of the SR creation process, by the Recommended File value;

See <Document 1020204.1> Collecting snapshot on ILOM 3.x and later platforms.

See <Document 1019322.1> How to gather Information from Sun Blade[TM] 6000/6048 systems.

See <Document 1312847.1> for details on how to obtain and then run Explorer Data Collector.

See <Document 761868.1> Exadata Information required for Disk Failures.

NOTE: The Automated Diagnosis Service Request creation method is available only on specific issues and platforms more platforms and issues will be added as further diagnostics become available.

Solution

Summary: The Auto-Diagnostic feature is available for a range of hardware products and known issues. To ensure the success of the auto-diagnostic feature, you are required to enter the correct physical address for the asset, answer the prompted questions and upload the files (ILOM snapshot for example) as specified. Information about the particular file to upload is available in step 3, the Related Knowledge section of the service request and is based on the array type to be serviced.

Benefits of Using Auto-Diagnostic feature: Customers using the Auto-Diagnostic feature will experience faster mean time to diagnose and repair than customers who have elected not to take advantage of Auto-Diagnostic. By answering some simple questions and uploading the required support files using My Oracle Support your Service Request (SR) will be processed immediately and in most cases a resolution and next steps will be added to the SR within minutes. In most cases no additional customer engagement will be needed. Once diagnosed the problem will be forwarded to the Oracle Support team to schedule the field service representative and or dispatch a part.

How Services Auto-Diagnostic work?

As with all SRs the serial number will be validated for entitlement and service level prior to proceeding. The Auto-Diagnostic feature analyzes submitted data against a defined problem and rules set. Based on the outcome, a resolution path is triggered. If a defective component is detected, a request will be triggered to replace the part. Alternatively the issue may be escalated to an Oracle support team for further analysis.

Requirements: The Auto-Diagnostic feature requires log files and/or additional content to be uploaded during the Service Request process. It is recommended that the Service Tools Bundle be installed on Oracle Systems and the log files be available prior to service request initiation.

Step by Step details: The process is built into the existing hardware SR process for systems or storage for known problem types.

Step 1 - The Hardware SR must be raised against the serial number which experienced the failure.

- Select the Problem Category and Sub-Category if available that best describes the type of issue your system is experiencing. As the service develops additional problem categories and sub-categories will be added for additional known issues.

Step 2 – Displays Solutions that might be applicable to resolution of your issue, if applicable.

Step 3 - Upload the requested support files. These are based on the selection of the Problem Category at Step 1.

Step 4 – As there is no additional interaction with the support team, it is critical that the system address be validated and entered in the SR. Take time to Change the Address if needed. Please note the address must be the shipping address that the part will need to be shipped to and the contact should be the person who will receive the replacement part.

NOTE: Make absolutely sure sure that the correct product name, severity and serial-number as well as correct shipping address and contact person is provided during Service Request Creation.

Please note: Severity 1 SRs are not processed by Automation and are routed directly to a Technical Support Engineer.

NOTE: The Auto-Diagnostic feature requires the support file to be uploaded during the SR creation process. If you do not have the files ready to upload, it is recommended that you save the Service Request at this stage and gather the files. Either open the saved draft SR or continue with the SR process once you have the required files.

If you select to create the SR and do not upload the requested files within 30 minutes of the creation date, then the auto-diagnostic service will not start and you will experience delays in service .

NOTE: Unless absolutely needed, do not manually update the Service Request during the process. Unnecessary updates may cause the automated diagnosis to be aborted and get the Service Request sent to an Oracle Service Engineer.

Examples of unnecessary updates: Stating that the required file has been uploaded. Asking for part arrival times(This is better handled by calling your local Oracle Support number and through the menu system request to be connected to the Field Dispatch Team which is responsible for parts orders and Field Service arrangements.) or requesting the SR to be closed or cancelled(This you can do yourself by requesting closure or cancellation in the My Oracle Support portal).

Example of a necessary update is when the proposed solution or received part did not resolve the issue, the Service Request will then need to be sent to an Oracle Support Engineer for further analysis. If you did not upload the diagnostic data at Service Request creation, uploading it shortly after creation is expected and not considered to be a manual update.

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