Fujitsu M10-4S
 
Sun Server X4-2
 
Sun SPARC Enterprise M9000-64 Server
 
Sun ZFS Storage 7420
 
Sun StorageTek SL8500 Modular Library System
 
Auto Service Request (ASR)
 
Pillar Axiom 600 Storage System
 

PLA-Other>KM>MOS>MOS Support>MOS: ASR
 

In this Document

Goal

Solution

References

Applies to:

Goal

Submit an ASR Draft Service Request as a Technical Service Request

Solution

For assets managed by Oracle Support Delivery Partners, Auto Service Request (ASR) creates DRAFT Service Requests.
The Partner is notified that the draft Service Request has been created via email to the asset's Contact, and the optional distribution email list.
The Customer is not directly notified about the fault event and the draft Service Request.
It is the Partner's responsibility to determine the service response.If the Partner requires assistance from Oracle Support, they use My Oracle Support to promote the draft Service Request to a Technical Service Request.

1. ASR sends a notification email when Draft SRs are created. The email contains the asset's serial number, hostname, and draft SR number.
2. Identify the SR number.
3. Login to My Oracle Support [http://support.oracle.com] using a Partner account that has the Create Service Request privilege on the Partner Support Identifier associated with the asset.
4. Click on the "Service Request" tab.
5. Find the SR number in the "Draft Service Requests" section.
6. Review the SR Problem Summary and Description.
   Many ASR SRs include links to My Oracle Support knowledge articles.
   Determine a resolution plan.
7. If Partner needs Oracle Support assistance, continue to submit the SR:
8. 1. Note that SR is being created by Partner on behalf of Customer.
   2. Serial number, Support Identifiers are already completed by the ASR Draft SR process.
   3. Select the appropriate Problem Type, click “Next” and complete the SR creation process.

For more details, refer to My Oracle Support Help on Service Requests.

References

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