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Canned Action Plan for How to Perform a Pre-PM Task for Exadata, Exalogic, SuperCluster, or BDA

In this Document

Goal

Solution

References

Oracle Confidential PARTNER - Available to partners (SUN).
Reason: Exadata FRU-only policy, to be performed by Oracle engineers only.

Applies to:

Goal

Canned Action Plan for How to Perform a Pre-PM Task for Exadata, Exalogic, SuperCluster, or BDA

Solution

DISPATCH INSTRUCTIONS:
Follow normal Dispatch process. However, since this is relating to a Preventive Maintenance activity, do not close this task until you get confirmation from the SR owner
or from a Field Engineer that the activity is completed (successfully). (i.e., under no circumstances should Dispatch close or cancel this task due to unresponsiveness from the customer. Thank you).

WHAT SKILLS DOES THE ENGINEER NEED:

- Exadata, Exalogic, SuperCluster, or BDA trained (whichever is applicable)

- TIME ESTIMATE: 240 Minutes
- TASK COMPLEXITY: 3
Time Estimate above is for the Pre-PM activity only  (i.e., time does not include time for FE to replace parts)

FIELD ENGINEER INSTRUCTIONS:
- PROBLEM OVERVIEW: Preventative Maintenance (Pre-PM Activity)

The Engineered Systems Preventative Maintenance (PM) process consists of a mandatory initial Pre-PM activity (for visual inspection and for determining parts needed, etc.) as well as at least one onsite task for the actual PM activity (parts replacements at a later date). This CAP details the PM task created by an Oracle Support engineer for the standard Pre-PM task/activity.
Please note that the PM Process was recently updated (July 2016). If you need clarification of the overall PM process especially as it relates to responsibilities of Field Engineers, refer to the PM KM document – Doc ID 1803892.1
If you are assigned this task (for a Pre-PM), you may assume Oracle has already communicated the need for Preventative Maintenance to take place on this Engineered System, to the primary customer contact specified on the Service Request. You may also assume that the customer has given their agreement for us to carry out the Preventative Maintenance service.

Also for clarification (from PM Doc # 1803892.1), the Field Engineer is responsible for:
• Undertaking a Pre-PM visit (first mandatory task)
• Performing and clearly documenting the outcome of the Pre-PM activity (via the Pre-PM template)
• Establishing all part numbers and all part quantities, required to fully implement the PM activity on the designated system.
• Where possible, obtaining the customer’s initial preferred date/time for the PM activity.
• Providing Dispatch with details of all required parts, and (where known) customer preferred date/time for PM activity.
• If Domain Engineer analysis of a healthcheck bundle found additional faults that must be rectified prior to completion of PM activity (if required, an additional, third task would be created and assigned)
• Performing the actual PM activity (second mandatory task)
• Providing confirmation that the PM activity has been completed successfully, to the Customer and Domain Engineer.

- WHAT STATE SHOULD THE SYSTEM BE IN TO BE READY TO PERFORM THE RESOLUTION ACTIVITY?
This is a Pre-PM, so the systems can remain up, and on-line.

Tasks for FSE:

A. Prior to going on-site:

1. If unfamiliar with the PM process, refer to all related documentation and review the PM Process doc - # 1803892.1
2. Review the overview presentations and technical instructions attached to Oracle knowledge Doc ID 1356432.1 (Exadata Preventive Maintenance Service - Reference Documentation). Ensure you are following the most recently updated version of procedures.
3. Contact the customer to confirm the preferred date/time for the on-site visit. Follow Field "Customer Call Process".
Refer to the Field Service Engineer Desk Manual: https://stbeehive.oracle.com/content/dav/st/GDMI/Public/FIELD_SERVICE_ENGINEER.htm

B. Pre-PM Activity [Action Plan for Initial PM Onsite Visit - for Visual Inspection and Determining Parts Required]

1. Visually inspect all components in the Engineered System rack that is scheduled for PM.
2. Check specifically for any broken Cable Management Arms (CMAs) or cables. Make a note of quantity and type of CMA if any need to be replaced.
3. If required, explain the need for minimum Exadata image version of 11.2.2.1.1 required to work with the replacement batteries, such that the customer must update image prior to scheduling the PM activity.
Refer the customer to Oracle knowledge Doc ID 888828.1 (Exadata Database Machine and Exadata Storage Server Supported Versions) for image patch information.
4. Establish customer’s preferred maintenance method (rolling or with down time). Note that with a rolling PM Service review Oracle knowledge Doc Id 1356432.1 to understand the implications.
Note, the next steps are taken directly from the PM document:
5. Establish all part number(s) and all part quantity/quantities, required to complete PM on the specified ES (physical rack).
6. Discuss, and if possible obtain, customer’s initial preferred date/time for the PM activity.
7. Do not yet commit to the customer’s preferred date/time – explain parts availability and ETA must be confirmed by Dispatch.
10. Be aware that in some (exceptional) situations, delivery of standalone Lithium Ion batteries may take longer than expected.
In particular, if (despite material steps by Logistics Planning to pre-position stock) insufficient batteries are available
in-country to support PM activity for this customer, parts may need to be moved from the regional warehouse, via surface
transportation.
11. Maximum battery lead-times, by location, are shown in supporting document:
Lithium Ion Battery Surface Transportation Lookup Table
This information may help the customer decide on a realistic preferred date/time for the PM activity (maintenance window
should not be sooner than parts can be delivered). Do not share the document with the Customer.
12. Complete all sections of the Pre-PM visit Template contained within this action plan.

Here is the Template:

----- TEMPLATE BEGIN -----
Account Name:
Rack SN:
Product (e.g., Exadata, Exalogic):
SR #:
FE that performed the Pre-PM activity:
FE email address:
Should this same FE be assigned to the actual PM Task? [Yes, or TBD]
Date when customer has agreed to begin the PM Service:
If HBA Batteries are due to be replaced during this scheduled PM:
• Quantity of Batteries needed:
• Part number of Batteries:
If ESMs are due to be replaced during this scheduled PM:
• Quantity of ESMs needed:
• Part number of ESMs:
Other HW issues observed? [Yes, No]
If yes, list part descriptions, quantities, and part numbers.
----- TEMPLATE END -----

13. Add completed template to the task as an internal “Action Required” note.
Note, performing “Action Required” will close out your Task, so make sure you update it as necessary before using Action Required.
Also note that this will change the sub-status of the SR to “Review Task”. This sub-status change will alert the SR owner of your update, which is important.
14A. For reference, Dispatch is now ordering parts; FSEs are no longer doing this.
14B. Contact Dispatch and
• State that you are calling to provide important details from an onsite Pre-PM inspection visit, to allow planning of Engineered Systems Preventative Maintenance (ES-PM) activity.
• State all part number(s) and all part quantity/quantities required for the PM activity.
• State clearly if standalone Lithium Ion batteries are required.
• State customer’s preferred date/time for PM activity (explain that this date/time has not been committed to the customer).
• State expected duration of the onsite PM activity (will be used by Dispatch to set duration of PM task).

REFERENCE INFORMATION:
Oracle knowledge Doc ID 1947296.1 (Gathering HW and ASR data on nodes within an ES Rack during Preventive Maintenance activity).
Oracle knowledge Doc ID 1356432.1 (Exadata Preventive Maintenance Service - Reference Documentation).

References

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