How to open a Service Request for Auto Service Request (ASR) installation and configuration problems

Asset ID:	1-71-1909589.1
Update Date:	2017-10-12
Keywords:

Solution Type Technical Instruction Sure

Solution 1909589.1 : How to open a Service Request for Auto Service Request (ASR) installation and configuration problems

Applies to:

SPARC SuperCluster T4-4 - Version All Versions and later
Sun StorageTek Tape Library Hardware - Version All Versions and later
Oracle FS1-2 Flash Storage System - Version All Versions and later
Pillar Axiom 600 Storage System - Version All Versions and later
Auto Service Request (ASR) - Version All Versions and later
Information in this document applies to any platform.

Goal

Obtain assistance for Oracle Auto Service Request (ASR) installation and configuration problems.

Note:

Please do not use the "My - Auto Service Request (ASR) Installation and Configuration Issues" problem type for hardware or operating system problems.
This is only for ASR installation and configuration issues.

Selecting this problem for non-ASR problem will result in a delayed response from Oracle support.

Solution

Login to My Oracle Support: https://support.oracle.com.
Click the “Systems” tab.
Select an ASR-Qualified asset
Click "Create SR"
Enter a brief Problem Summary and Problem Description
Select an Operating System and version
ZFS Storage Appliance, FS1 Storage products:
1. Select "Technical Issue with ..."
2. On the upper right, click "Next"
3. Select "Auto Service Request (ASR) Installation and Configuration Issues"

All other products:
For Problem Type, select the Auto Service Request problem type presented for the asset:
(please note that the ASR problem type is only available for ASR-Qualified assets.)

Product family	Problem Type
x86 Servers	Z - Auto Service Request (ASR) X86 Systems - Installation and Configuration Issues
SPARC Servers	Z - Auto Service Request (ASR) Installation and Configuration Issues
Engineered Systems (Exadata, Exalogic, Exalytics, Oracle Database Appliance, Big Data Appliance, SuperCluster, ...)	My - Auto Service Request (ASR) Installation and Configuration Issues
Storage Arrays	My - Auto Service Request (ASR) Installation and Configuration Issues
Tape	SDP2 / ASR Issues & Questions

On the upper right, click "Next"
Review the proposed solution documents. If an appropriate solution is not provided, click “Next” button. Otherwise, follow the instructions in the document to resolve the problem
Complete the ASR template
On the upper right, click "Next"
Select severity, contact, and verify the hardware address
Submit the Service Request
Once the Service Request has been created, you can edit it to add attachements such as diagnostics and log files
For problems regarding the ASR Manager, you can send a diagnostic file to Oracle and attach it to a Service Request via this command:
asr send_diag -sr <service_request_number>
Refer to How to Upload Files to Oracle Support (Doc ID 1547088.2) for requirements regarding the ASR Manager registration user and uploads.

References

<NOTE:1185493.1> - Oracle Auto Service Request (ASR)

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