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How to Resolve an OSSA issue.

circle Filing a Service Request
Please find the process to log a Service Request for any issues encountered. (click here)

Before filing an SR, please read the FAQ section. The reason for your issue may be there.

For External Customers:

  1. To log a Service Request (SR), please contact the Oracle Call-Center.
    Be sure to provide a description of the problem, steps to reproduce.
    Include USERID, CSI and HostIDs & Serial Numbers relevant to your issue.
  2. You will receive an Service Request ID (please use this ID for reference.)
  3. The SR will be routed to Proactive Hardware Services support team for investigation.

For Internal users:

  1. Navigate to MyHelp
  2. Service Request -> Create New Service Request
  3. Fill in form details, in the Service Request Categories section select the following:
    Category: Legacy Applications
    Area: SUN Legacy systems
    Sub Area1: OSSA-Oracle Sun System Analysis
    SubArea2&3: Entitlement or Report Issue
  4. Fill in and complete Service Request Details section.
    Be sure to provide a description of the problem, steps to reproduce.
    Include USERID, CSI and Hostids+Serial Numbers relevant to the issue.
  5. You will receive an Service Request ID (please use this ID for reference.)
  6. The SR will be routed to Proactive Hardware Services support team for investigation.
circle Check for any Service Interruptions
This section provides any recent information on service interruptions (click here)

If your report is delayed, please check the Outage Notice Board  for any service interruptions.
Your report may appear shortly after the interruption has cleared.

Before filing an SR, please read the FAQ section. The reason for your issue may be there.

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Before Using the Proactive Hardware Service

circle Start Here
'Getting Started' documentation provides the information you need before you can use the Oracle Proactive Hardware Services offering effectively. (click here)

Download Here includes:

  • Objectives
  • Minimum Requirments
  • Value Proposition
  • Offering Levels
  • Operational Conditions & Turn Around
circle First Time User?
This section provides information valuable to a First Time User. (click here)

Welcome First Time User

There are four points you should be aware of to enhance your user experience:

  1. Please read the Getting Started doc. This doc will provide you with a high-level overview of how, what, and why this Service can be of value to you.
  2. The Demonstrations. While the portal has a very intuitive design, the demonstration will provide an overview and increase the simplicity of this service.
  3. The Tool Tips. This is a mouse over feature which provide a brief summary of the function selected.
  4. Help, located at the top of each view; will provide the details or sequence of operation of the view in question.
circle Feedback on Proactive?

Help with the Proactive Hardware Services Website

circle Proactive Hardware Service
This section explains how to use the Oracle Proactive Hardware Service, the portal and underlying Home Page. (click here)
  • Proactive Hardware Service Application** Portal Function
    • Terms of Use
    • Proactive Hardware Services Home Page
    • Header Functions
  • Quick Look-up** Refine View by Serial-Number
    • Refine View by Host-ID
    • Errors Reported in Refine View
    • Explorer Age Use
    • OSSA Report Age Use
  • CSI Look-up** CSI Look-up Table
    • Query Recommendations
    • Explorer Age Use
    • OSSA Report Age Use
circle OSSA Reports
Icon Legend - How to interpret and use? (click here)

Please note our analysis and recommendations are based on what is installed on the system, not necessarily on what is being used. Example; If the company's Golden Image loads the entire Solaris 10 package, yet only half of the packages are being utilized; the analysis will provide feedback on all known situations related to the entire configuration or load. Managing your Golden Image, can help reduce complexity.

There are three icons representing three very distinct situations. These icons and situations are used to help the user quickly determine where to focus his or her attention. As each customer can have different business needs and requirements, understanding how these icons are deployed can help the user make this determination.

  • Red check-mark = Review Highly Recommended
    • This is a known issue which affects a critical aspect of this system. Critical aspects include but are not limited to; known serviceability, kernel, basic service tool, best practice, security, data corruption, and availability issues, to name a few. The finding is conclusive. However, your business needs/requirements should be applied to determine the correct level of risk tolerance and mitigation.
  • Yellow ! = Business Conditional Review
    • This is a known issue which can affect this system, however; either the finding is inconclusive, and/or more investigation is needed, and/or a manual check is needed, and/or there is not enough information to determine applicability, and/or your business needs/requirements should be applied to determine the correct level of risk tolerance and mitigation.
  • Green check-mark = No Known Issues
    • Based on the Explorer run date and the report generation date; no known issues apply to this section or check.
OSSA Mission Critical (MC) (click here)

Prerequisites to this level of SSA Reporting consists of an active Premier Support for Systems CSI in question.

The Essentials section focuses on the serviceability aspects of a system. Given time, all configurations experience issues. The Essentials Report provides checks and recommendations to address specific known items which, when implemented, can increase the probability of first call completion and can decrease time to resolution. This is achieved through implementation of best practices on the following:

  • Diagnostic data capture
  • Remote access configuration/set up
  • Installation of Oracle's basic service tools
  • Firmware management
  • Confirmation that basic application specific patches are up-to-date.

The Mission Critical reports focus on Sun Alerts; failed components; mission-critical, application-specific patches; and best practices for mission critical environments (redundancy, mirroring, and so forth). Oracle Alerts are known issues that impact availability, security, and data corruption. In conjunction with the Essentials report, Mission Critical reports check many known issues and simplify the identification and management of these issues.

Operational Risk Index (ORI) (click here)

Operational Risk Index (ORI) is a simple metric that acts as an indicator of IT risk.  ORI assesses an Oracle system for known Security, Availability and Data Corruption issues related to configuration, patch levels, etc. and then calculates a risk score based on the applicability of each identified known issue on the target system.  

The higher the ORI score the greater the potential for problems.  Each identified issue is given an ORI Severity that is used in calculating the Operational Risk Index of the system being analyzed when that issue is applicable.  As customers remediate rule failures, ORI scores drop.

Operational Risk Index assessments are intended to provide a measurement of a group of systems, stack ranking the systems according to risk aversion.  This allows the customer to quickly identify which systems are in need of greater attention and in essence develop a focused and proactive approach to mitigating and preventing issues within the target group of systems or service environments.

circle Business Rules Applied
This section describes the business rules being applied within the Oracle Proactive Services user's experience. (click here)
circle Frequently Asked Questions (FAQ)
This section answers the most Frequently Asked Questions. (click here)
circle Glossary
Proactive Terms and Definitions (click here)
circle Troubleshooting
Sequence of Operation and Troubleshooting Guide (click here)
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The individuals who post here are part of the extended Oracle community and they might not be employed or in any way formally affiliated with Oracle. The opinions expressed here are their own, are not necessarily reviewed in advance by anyone but the individual authors, and neither Oracle nor any other party necessarily agrees with them.