Auto Service Request (ASR)

Oracle Auto Service Request (ASR) for Sun Systems is a secure, scalable, customer-installable software solution available as a feature of your Oracle or Sun hardware warranty, and Oracle Premier Support for Systems or valid Sun support plan. The software resolves problems faster by using auto-case generation for Oracle's Sun server, storage and Exadata systems when specific hardware faults occur.
For more information, see http://oracle.com/asr.
There is an Oracle community for ASR on:
http://communities.oracle.com/portal/server.pt/community/oracle_auto_service_request

Dear user13136375,
Sorry you're not satisfied with ASR in your environment.
Please note that ASR is designed to report on specific faults on qualified product.
You can find ASR fault coverage details via the link at the bottom of http://oracle.com/asr.
The V880 is qualified for ASR. Here is the ASR fault coverage report for the SunMC agent:
http://wikis.sun.com/display/asrfaults/280R_V480_V880_SUNMC_fault_events
The fault events include specific power supply and fan failures.
Unfortunately, the disk fault your V880 experienced is not in scope for ASR.
Newer products have significantly higher ASR faullt coverage.
ASR is not intended to be a substitute for system monitoring and other administration responsibilities.
It can improve the time to resolve problems for specific faults.
Thousands of Oracle customers are impressed by the improved service experience that ASR delivers.
Best Regards,
Wayne A. Seltzer
ASR Product Manager
Oracle Services

Similar Messages

ASR (Auto Service Request) version 3.1 now available

ASR (Auto Service Request) version 3.1 has been released to production.
You can access the ASR 3.1 download and documentation via the link at the bottom of http://oracle.com/asr.
Changes in ASR 3.1:
ASR Manager installable on any Solaris 10 or OEL (Oracle Enterprise Linux) operating environment
Supports the ability to install the ASR Manager on a non-qualified, non-entitled server. This means the ASR Manager can be installed in a Solaris local zone or LDOM, in virtual environments such as VirtualBox and VMWare, and on M-Series domains and Blade servers.
Changes in the customer email notifications.
The updated user documentation includes examples of the new email messages.
Our customers and Partners are advised to use My Oracle Support to manage their ASR assets, as well as the ASR Manager "list_asset" command.
The "asr report" command is now disabled.
See the "What's new" section of Installation and Operations guide for more info on ASR 3.1 changes.
Note that the ASR download is now hosted by My Oracle Support and is no longer on the Sun Download Center.
Best Regards,
Wayne Seltzer
ASR Product Manager
Oracle Global Customer Services

Hi
I have wls 10.3.1 installed on my local machine. I installed it as part of configuring FMW 11g. I am trying to add
OSB component to it by running : osb1031_wls103_win32.exe.
But I am receiving the following error message:
The product maintenance level of the current installer ( wls 10.3.0.0) is not compatible with the maintenace
level of the product installed on your system (wls 10.3.1.0). Please obtain a compatibile installer or perform
maintenance on your current system to achieve the desired level.
So my guess from the above message is that "osb1031_wls103_win32.exe" is for wls 10.3 and not for wls 10.3.1.
Where can I get the OSB installer for wls 10.3.1? or how can I fix the above error?

ASR(Auto Service Request) in Ops Center 11g?

Published document mentions it supports automatic service request generation, however no technical document describes how to implement.
Any clue?
Thanks in advance,
Vince

Can you include a link to the published document?
There is no link between ASR and Ops Center in 11g.
There is a link to MOS, where you can open SR's against assets, but not ASR.
http://docs.oracle.com/cd/E18440_01/doc.111/e18415/chapter_messages.htm#OPCUG158
http://docs.oracle.com/cd/E18440_01/doc.111/e18415/chapter_services.htm#OPCUG185

Auto Assignement of Service Request to Engineers in CRMOD

Hi all,
We have a requirment where client wants us to do Auto Assignement of Service Request to engineers based upon the availibility and workload of engineer.
For Example: If there are XX number of SR assigned to Engineer1 , then assign the new SR to Engineer2
Also if the Engineer 2 has no bandwidth then assign it to Engineer 3
Could you help me with some workaround for this in OD. Or if there any partner product who provides this functionality
Thanks & Regards,
Suchita

I have done this using Web Services / Java applying it to Team Member assignments for Opportunity. It would be a 90% plus fit that would have to be modified to apply to SRs. The rules are configurable by users as the rules are stored in a custom object in CRM On Demand. It is pretty slick and has been in production for about a year. It is a high volume client in a multi-tenent environment.
You can write any rules that you want and the most used rules are the ones that balance work load across users that have the same role (round robin assignments). There are other rules that assign by availability based on the calendar, shifts, skills, etc. the sky is the limit.
To create a new rule type requires writing a new method in java and adding the rule to the custom object. It is very flexible and extendable. The customer that is using it is extremely pleased with it.
Edited by: eSteege on Aug 8, 2012 10:58 PM

SCSM 2012 - service requests auto complete even with activities in them

I introduced SCSM 2012 on Monday at out company. I have a number of service requests templates that the service desk use.
I have seen a major fault. Occasionally when a request is raised from the template the goes straight to complete and therefore the manual activities are stuck in pending and i have to kill the activities using a powershell script. Below is a screen shot
showing an example.
THis was raised from a template the service desk use frequently. The template is ok because we have used it several times. In the example below service desk raised the template - as ever when you raise a request the system moves it from 'new' to 'In Progress'
- which is fine you should expect this - but then it automatically moves it from 'In Progress to 'Complete' - this is without the activity being completed. The activity is then stuck in pending. No one is marking the request as complete, the system is doing
it - but why??????? there are no workflows set up at all for Service Requests

Hi CCOTS-KN
You can actually quite easily test this.
Create an SR from a template that has 3 Manual Activities. Once created it will progress through the 'Submitted' status to the 'In Progress' status. The first Manual Activity should also be 'In Progress'. Now complete the first Manual Activity,
then wait for the second Manual Activity to go to the 'In Progress' status. Now, put the SR 'On Hold'. Wait for a couple of minutes - until the 2nd and 3rd Manual Activities are paused. Now resume the SR. What should happen is that
the Manual Activity resume workflow should trigger before other workflows, resulting in the SR and the Manual Activities remaining 'In Progress'. If the issue is not fixed, the completion workflow will trigger first resulting in a completed SR with paused
activities.
HTH
Cheers
Shaun

Service Request Auto Approval

Hello TechNet Experts,
I am looking to create a workflow or somehow setup the Service Requests to automatically approve / not require approval. Any ideas on how to do this? So basically, I want a service request to come in just like an incident does, no need for anyone to approve
it.
Thanks in advance!

Hi,
Just don't add a review activity in the SR template.
Cheers,
Marat
Site: www.scutils.com Twitter:
LinkedIn:
Graveyard:

How to disable auto-completing service request after completing last activity

How to disable standard rule, that change service request status to "Complete" when the last activity in this service request is completed?
For SCSM 2012 R2

Perhaps you can use the "Closed" status as a way of indicating that your are completely finished with a service request? (This follows ITIL). It has the advantage of being an out-of-the-box feature and, by default, SR's have to be closed by
a user.
Keep in mind, though, that closed service requests are groomed out of the CMDB (356 day retention time by default, i believe). But, they'll still be available for a few years in your data warehouse.
What is your business reason for this behavior? Console views? Custom reports?
If "Closed" doesn't cut it for you, you may want to consider extending the Server Request class with your own status property that you can use for whatever your requirements are.

ORA-12514: TNS:listener does not currently know of service requested

While connecting "sqlplus SYSADM/SYSADM@HCM" I am getting the below error:
ORA-12514: TNS:listener does not currently know of service requested in connect descriptor
Installation background:
Windows 7 l(64-bit) laptop.
Created linux virtualbox to installl peoplesoft VM templates.
so far installed: Oracle11gR2.vdi and HCMDB.vdi on the linux virtualbox.
Followed the steps exactly what it is in the link below: Got the above error in page 4 of the link at connecting to database via sqlplus.
http://bloggingaboutoracleapplications.org/running-oracle-vm-templates-oracle-enterprise-linux-guide-part-1-7/
Below provided initHCM.ora, tnsnames.ora, listerner.ora and some responses I tried. I could not figure out what causing the issue even after researching in web.
Your help would be highly appreciated.
tnsnames.ora:
=============
# tnsnames.ora Network Configuration File:
HCM =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = hcmdb91)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = HCM)
Listener.ora:
=============
# listener.ora Network Configuration File:
/u01/app/oracle/product/11.2.0.x/db_1/network/admin/listener.ora
# Generated by Oracle configuration tools.
LISTENER =
(DESCRIPTION_LIST =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = hcmdb91)(PORT = 1521))
(ADDRESS = (PROTOCOL = IPC)(KEY = EXTPROC1521))
initHCM.ora:
============
DB_FILES =256
OPEN_CURSORS = 1000
db_block_size = 8192
remote_login_passwordfile = NONE
undo_tablespace=PSUNDOTS
NLS_LENGTH_SEMANTICS=CHAR
# Cache and I/O
#db_block_size=
db_file_multiblock_read_count=16
# Database Identification
# db_domain=us.oracle.com
# db_name=
# Diagnostics and Statistics
#background_dump_dest=
#core_dump_dest=
#user_dump_dest=
# Job Queues
job_queue_processes=10
# Processes and Sessions
processes=150
# SGA Memory
sga_target=287309824
# Security and Auditing
#audit_file_dest=
#remote_login_passwordfile=EXCLUSIVE
# Shared Server
dispatchers="(PROTOCOL=TCP) (SERVICE=XDB)"
# Sort, Hash Joins, Bitmap Indexes
pga_aggregate_target=95420416
# System Managed Undo and Rollback Segments
undo_management=AUTO
#undo_tablespace=
unnestsubquery=false
# Miscellaneous
compatible=11.2.0.2.0
control_files=(/u01/app/oracle/oradata/HCM/control01.ctl)
DB_NAME=HCM
[oracle@hcmdb91 ~]$ tnsping hcm
TNS Ping Utility for Linux: Version 11.2.0.2.0 - Production on 28-MAR-2013
07:40:37
Copyright (c) 1997, 2010, Oracle. All rights reserved.
Used parameter files:
Used TNSNAMES adapter to resolve the alias
Attempting to contact (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST =
hcmdb91)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME =
HCM)))
OK (20 msec)
[oracle@hcmdb91 ~]$
[oracle@hcmdb91 ~]$ tnsping hcm
TNS Ping Utility for Linux: Version 11.2.0.2.0 - Production on 28-MAR-2013
07:40:37
Copyright (c) 1997, 2010, Oracle. All rights reserved.
Used parameter files:
Used TNSNAMES adapter to resolve the alias
Attempting to contact (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST =
hcmdb91)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME =
HCM)))
OK (20 msec)
[oracle@hcmdb91 ~]$ lsnrctl start
LSNRCTL for Linux: Version 11.2.0.2.0 - Production on 28-MAR-2013 07:41:32
Copyright (c) 1991, 2010, Oracle. All rights reserved.
TNS-01106: Listener using listener name LISTENER has already been started
[oracle@hcmdb91 ~]$ lsnrctl status
LSNRCTL for Linux: Version 11.2.0.2.0 - Production on 28-MAR-2013 07:42:20
Copyright (c) 1991, 2010, Oracle. All rights reserved.
Connecting to
(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=hcmdb91)(PORT=1521)))
STATUS of the LISTENER
Alias LISTENER
Version TNSLSNR for Linux: Version 11.2.0.2.0 - Production
Start Date 28-MAR-2013 07:29:21
Uptime 0 days 0 hr. 13 min. 1 sec
Trace Level off
Security ON: Local OS Authentication
SNMP OFF
Listener Parameter File
/u01/app/oracle/product/11.2.0.x/db_1/network/admin/listener.ora
Listener Log File
/u01/app/oracle/product/11.2.0.x/db_1/log/diag/tnslsnr/hcmdb91/listener/alert/log.xml
Listening Endpoints Summary...
(DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=hcmdb91.example.com
)(PORT=1521)))
(DESCRIPTION=(ADDRESS=(PROTOCOL=ipc)(KEY=EXTPROC1521)))
The listener supports no services
The command completed successfully
[oracle@hcmdb91 ~]$ lsnrctl services
LSNRCTL for Linux: Version 11.2.0.2.0 - Production on 28-MAR-2013 07:42:44
Copyright (c) 1991, 2010, Oracle. All rights reserved.
Connecting to
(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=hcmdb91)(PORT=1521)))
The listener supports no services
The command completed successfully
[oracle@hcmdb91 ~]$
[oracle@hcmdb91 ~]$ sqlplus SYSADM/SYSADM@HCM
SQL*Plus: Release 11.2.0.2.0 Production on Thu Mar 28 07:44:25 2013
Copyright (c) 1982, 2010, Oracle. All rights reserved.
ERROR:
ORA-12514: TNS:listener does not currently know of service requested in
connect descriptor
My guess is that the database service "HCM" is not up and running but not sure how to make up and running. Even I could not find it listed in the linux services list.
Note: Able to login sqlplus using "sqlplus sys/sys as sysdba" but failing to access database table as "select * from PSRECDEFN;"
thanks
Espii.
Edited by: 995437 on Mar 28, 2013 6:52 AM
Edited by: 995437 on Mar 28, 2013 6:59 AM

Hi Nicolas,
I have no luck and the error still persists.
I have set the "export ORACLE_SID=HCM" from root user and oracle user too.
I guess, I have already loaded database when I ran the "cd /opt/oracle/psft/vm
./oraclevm-template.sh"
The outcome of the above script as similar as below:
Creating
ovm_configure_pre
CreateVirtualEnvironment
/u01/scripts/db-reconfig.sh: line 238: ovm_set_password: command not found
/u01/scripts/db-reconfig.sh: line 239: ovm_configure_network: command not found
INFO:
Starting Oracle database reconfiguration.
Oracle Database Configuration
This will configure on-boot properties of Oracle Database.
The following questions will determine whether the database should be
starting upon system boot, the ports it will use.
Press <Enter> to accept the defaults.
Do you want to relink binaries? (y/n) [n] y
Specify a port that will be used for the database listener [1521]:
Do you want Oracle Database to be started on boot (y/n) [y]:y
Wrote to /etc/sysconfig/oracle11g
Relinking Oracle Binaries...
Oracle Relinking Completed Successfully
Logs: /home/oracle/relink.log
Running orainstRoot.sh and root.sh...
set 2GB tmpfs
Enabling Oracle Database service
Configuration Completed Successfully.
Enter the name of the database SID [TESTDB]:HCM
ORACLE instance started.
Total System Global Area 288104448 bytes
Fixed Size 2225832 bytes
Variable Size 104859992 bytes
Database Buffers 176160768 bytes
Redo Buffers 4857856 bytes
Control file created.
Database altered.
Tablespace altered.
Tablespace altered.
Tablespace altered.
1 row updated.
160 rows updated.
Commit complete.
Kumar - I have found no sqlnet.ora file exist in the $ORACLE_HOME/NETWORK/ADMIN
Edited by: 995437 on Mar 28, 2013 9:15 AM

Auto create request by reading a row in MS SQL table?

Auto create request by reading a row in MS SQL table?
If all required data for a particular request type were included in a row of a MS SQL db table (staging table), could a request be created using a db adaptor? Or is web services the only option to auto create a request?

By definition, a DB adapter is part of ServiceLink and ServiceLink handles task-level integration, ie, it can externalize a task that's in a request that already exists. Web Services is the only option to create a new request.

Service Request with Object Reference filled-out automatically

Hi CRM experts,
I'm trying to understand how is possible (if exist a customizing way) to filled-out automatically the Reference Object of the Service Request.
Process steps:
First, I have to search for the Ibase component and confirm it; then I have to search for the Account related and confirm it also. Then I'd like to create the Service Request with the Account and the Ibase component filled-out automatically.
For the Account I solved the issue by assigning the Partner Function to the Business Transaction.
Any suggestions for the Ibase component?
Thanks in advance.
Best Regards,
Andrea.

Hi Andrea
Create a partner determination profile. You can use procedure 0with 0000032 to copy.
IMG > CRM > Basic Functions > Partner Processing > Define Partner Determination Procedure
Assign partner determination profile it to Installed base
IMG > CRM > Master Data > Installed Base > Assign Partner Determination Procedure to Installed Base Category
Check Account identification profile, it should have Auto search checked for ICCMP_IBASE main partner approach.
IMG > CRM > Interaction Center WebClient > Master Data > Define Account Identification Profiles
In IB52 assign Account to IBase as main partner.
Now when you search for IBase and confirm, it will automatically look for the Account assigned as main partner.
hope this helps
Rupesh

Q: Service Request: Generate operation failure, not an execution failure

Scenario:
A Service Request is launched from Service Manager. The Service Request initiates an Orchestrator runbook. The runbook is unable to perform a successful operation, however the runbook was executed properly.
Question #1:
How do I reflect in the Service Request that though the Service Request is completed, however the outcome was unsuccessful?
Question #2:
What are some best practices or tips to consider when updating the Service Request?
My apologizes for such a simple question, but weeding through the thick search results hasn't touched on this yet.

That is an option, but not as elegant as I would have hoped for. I still might implement it in one fashion or another.
I have identified a few states that I would ideally like Service Requests to be in beyond that what Service Manager allows. Right now Service Requests reflect review rejection as failed and the reason is not provided to the customer. Instead SRs should reflect
as rejected and the reason why. I would like this because the "failed" state represents another state whereby a runbook fails to execute in automation. I shouldn't have to have an engineer managing the autonomous nature of Service Manager when
the results are unclear for the customer who want to know why a SR failed.
I now have it where if a runbook fails it's operation due to a fault, not execution, a incident ticket is auto generated and assigned to the proper queue for processing based on the service performed. The next step is to insure that the service request is
not closed out, but goes into a paused state as the issue is being resolved behind the scenes and then reinstated once the underlining issue is resolved. Haven't figured this one out yet.
If no one answers this over the weekend I will mark Xin Guo as the answer as it confirms an option available. Thank you.

Setting service requests - parent - children relationship

Can parent Child relationships be sert up for service requests- like incident request parent - child? or can it only be done with templates in service requests

I don't think i have seen a post about this, i know it can be done but i can't explain in detail here on how to do it. To sum it up
1. Orchestrator looks for Service Requests that changed status completed. And perhaps we have extended the class with a new property auto close related items. So the runbook only runs if those criteria are met.
2. When the runbook trigger we get all the related SR and close them and add a nice comment like closed by parent SR2222
It's not that hard but you have to do some googling on the Orchestrator activities and how to extend the SR class/form with the autoclose.
Cheers,
Thomas Strömberg
System Center Specialist
Blog:
Twitter: LinkedIn:
Please remember to 'Propose as answer' if you find a reply helpful

ERMS:Populate multilevel categories (4 levels ) in service request

Hello All,
Does ERMS standard functionality allows to populate multilevel categories (4 levels ) in service request based on email content whenever its created through E-mail.
Any one has done simillar kind of work using ERMS standard to auto populate multilevel categories? , If so, how this can be achived?
Regards
Shan

We used BAPI: crm_order_maintain to help us out.
Regards.

Help needed on Service Request Ownership

Hi, I'm new herem hope someone can provide a positive solution on the following:
I would like to auto populate the owner during Service Request Creation, is there a solution to this
regards

If memory serves me correct, Service Requests do not require an owner and cannot be defaulted to an owner.
The only options are to Post Default the Owner or use Assignment Rules.
I remember once trying to default the owner and I think in the end we just had to train the users to leave the field blank so the post default value would take effect when they saved the record.
Regards
Minesh Patel
Innoveer Solutions

Service Requests Open 5 days?/Service Requests Open and Closed Today

Help!
How would I determine service requests open greater then 5 days, I use the # of Open SR's but cannot seem to get a date to work.
Also what is the best way to count the SR's open and closed on the same day?
Thanks in advance.

You need to include a TIMESTAMPDIFF function in your filter... something to the effect of
TIMESTAMPDIFF(SQL_TSI_DAY,"Service Request"."Create Date",CURRENT_DATE) > 5
Double check the column reference.
Mike L

Auto Service Request (ASR)

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