Automated Diagnosis Requirements and Expectations for SPARC Servers (Doc ID 1339399.1)

Last updated on FEBRUARY 01, 2016

Applies to:

Solaris SPARC Operating System - Version 8.0 to 10 9/10 U9 [Release 8.0 to 10.0]
Information in this document applies to any platform.

Goal

When you create a Service Request (SR) in My Oracle Support (MOS), you may be using an Automated Diagnosis workflow.

In fact, if you are being linked to this document while creating an SR right now, you are currently creating an SR using an Automated Diagnosis workflow. We created these workflows to make sure you are delivered an effective and accurate resolution in an expedited fashion. Expedited fashion means that if we receive the data we need to run our diagnostic, we will have an analysis prepared typically within 20 minutes after you submit the SR. All we need to be most effective is some data and for you to make sure the SR is created as accurately from the beginning as possible.

Automated Diagnosis is a way in which scripts and the answers you provide to questions asked during SR Create can be used to provide a quicker resolution to your particular product issue. The process depends on you creating the SR in a specific way. This document intends to provide you with the information to work most effectively with automation but many of the same tips and tricks are useful in ANY type of SR you might create.

In order to work most effectively with the Automation process, three key tips:

  1. Please upload the data file that the SR Create template asks for as soon as it is possible to do so.
  2. Please make sure the Service Address which you put into the final step of the SR Create process and confirm is both COMPLETE and CORRECT for where you will want any part or Field Engineer sent if a part needs to be replaced.
  3. Please try to limit updates to the SR unless it is absolutely necessary.

 

Details on these tips:

See <Document:1364841.1> for pictures of how this SR Create workflow looks.

Solution

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