The service enrollment process lets you select the virtual machines that you want to enroll in selected Guest OS Services and provide Rackspace with OS login credentials that are used to perform the necessary changes, updates, and additions to the operating system.
When you create a new VM, an automated system receives a notification from your vCenter which enables Rackspace to create a CMDB entry in our systems to represent the new VM. This CMDB entry enables the VM to be displayed in the list of devices in your account shown in the MyRackspace Portal. Based on the VM container type, the CMDB device type will indicate that it is Windows, Linux or Unsupported. The Windows or Linux device types will indicate that it might qualify for enrollment in Guest OS Services. An Unsupported device type indicates that the VM container type indicates that the OS of the VM is not one that Rackspace supports.
For a list of supported OS types and versions, refer to the EOL Terms page. For an OS to be supported for enrollment in Guest OS Services, the OS type and version must be listed on the page and must not have reached the "End of Support" date indicated.
VM device number#
When the VM is registered in the CMDB, it is assigned a device number identifier. This number is added to the VM as a custom attribute in vCenter. To see the device number for a specific VM, you can search by VM name in the My Rackspace portal device list, or you can browse to the VM summary tab in vCenter and look at the custom attribute com.rackspace.deviceId. This CMDB device number is used to identify the VM when you request Rackspace support services.
If you discover that any of your VMs are missing from the CMDB entries displayed in the MyRackspace portal or that they do not have a custom attribute deviceId value present, contact your account team and provide them with the VM name so that an entry can be created.
To enroll a VM or VMs in Guest OS Services, log in to the MyRackspace Portal with Account Administrator or Device Admin permissions for the VM devices to be enrolled. To access the enrollment form, a Device Admin user must also have the Edit Tickets permission because the enrollment form creates a ticket with the VM devices associated with the ticket.
After logging in to the MyRackspace Portal, select the "Tickets" menu, then select "Create Tickets". In the "Subject" line, click on the down arrow and select the "Suggested Templates" item: "Enroll in RPC-VMware Guest OS Services".
Submitting this form will begin the automated process to turn on the selected Guest OS Services for the virtual machine devices you specify below. Please allow time for the enrollment automation to process your request.
If automation encounters any issues while interacting with the CMDB or other internal systems, you will be notified of the event and the error will be investigated and resolved. The resolution may involve manual completion of the enrollment. If errors are noted, please do not process any additional enrollments until the error has been resolved. Also, please do not re-submit enrollment requests that are in progress as this will result in additional tickets for errors that are already being reviewed and resolved.
Clicking "None selected" displays a list of the VM devices that have been registered in the Rackspace CMDB based on VM creation events received from you RPC-VMware vCenter Server. This list only displays VM devices that have not yet been enrolled in Guest OS Services. Once a device is enrolled, it will be removed from this list.
From here, you can select the box next to the name of each VM that you want to enroll in Guest OS Services. You can also use the "Select all" option or the Search bar to filter for specific VM names.
Only select multiple VMs for enrollment if they share a single user name and password as entered below.
- [x] OS administration
- [_] Monitoring
- [_] Patching
- [_] Antivirus
Under "Managed Services", you will see a mandatory "OS Administration" service already selected for you. You can choose to also select the optional "Monitoring", "Patching" and/or "Antivirus" components. Remember that all VMs selected will receive the same service selections. If you want to have some VMs receive different services you will need to enroll them separately.
You must have purchased the corresponding OS service for RPC-VMware in order to receive the services selected here. Selecting a service that you have not purchased will not result in the service being available for the selected VM(s).
Enter the "Username" and "Password" that applies to all selected VMs. The credentials that you enter here must have Linux root and/or Windows Administrator level OS permissions.
For servers joined to customer Active Directory, only the local Administrator account or an Active Directory account that is part of the builtinAdministrators group or a Domain Admin account may be used for enrollment. Other local accounts added to the builtinAdministrators group are not supported at this time.
Use SSH key#
If you require the use of SSH keys instead of passwords, select the box to enable SSH Key credentials. After selection, the "Password" field will be replaced with both "SSH Passphrase" and "SSH Private Key" entry fields.
Submitting the enrollment#
Click the "Create Ticket" button to submit the Enrollment request.
Processing the enrollment#
Your request will be acknowledged with a ticket that has all of the VM devices attached for reference. Any issues with the enrollment request will be posted to the ticket and a final comment will be added when the enrollment process is complete.
Review all comments in this ticket regarding the individual device enrollments as well as notes for conditions on some devices that may require action on your part. Closing this ticket indicates your acknowledgement of these notifications.