Enrollment process#

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.

VM inventory#

VM creation#

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.

VM enrollment#

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”.

Ticket details#

Submitting this form begins the automated process to configure the selected Guest OS Services for the VMs you specify. Allow time for the enrollment automation to process your request. The ticket is updated with comments as your request is processed.

Virtual machines#

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. Restrict multiple VM enrollments to no more than 10 VMs. Enhancements to the automation process might increase or remove this limitation in the future.

Managed services#

  • [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.

User account considerations#

Windows servers are subject to User Account Control (UAC) by default, which prevents remote execution of administrative functions even if the user is an administrator.

Ensure that UAC is disabled for the account that is used for enrollment.


Because of UAC, the enrollment account must be a domain account and a member of the remote computer Administrators group. If the account is a local computer member of the Administrators group, then UAC does not allow access to the WinRM service. To enroll with a local account in a workgroup, UAC filtering for local accounts must be disabled by creating the following DWORD registry entry and setting its value to 1: [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System] LocalAccountTokenFilterPolicy

Rackspace recommends entering Active Directory domain user credentials in the UPN format Username@Domain rather than the legacy Domain\Username. This improves the reliability of the automated enrollment process.

Linux servers joined to Active Directory allow domain accounts to act as Linux users. Due to an issue with open-vm-tools handling of the Domain\User account name syntax, AD users are not currently supported for Linux Guest OS Services enrollment. Please use a standard Linux account for the enrollment process.


Because a local account named rack is created during the enrollment process, you cannot use a local account with that name for enrollment purposes.

Password limitations#

Due to the large number of system interactions used for Guest OS Services automation, only a subset of special characters are supported for user passwords submitted for the enrollment process. If you are using special characters in your password, include only the following special characters: ] ! @ # $ % ^ & * ( ) { } [

ASCII code above 127 is not accepted. All other alpha numeric characters are supported.

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 require action on your part. Closing this ticket indicates your acknowledgement of these notifications.

Enrollment requirements not met#

Enrollment automation perform checks of the VMs being enrolled to ensure that they meet the enrollment requirements. If any do not meet the requirements, a ticket comment is provided to indicate which requirement check failed. Review the comments carefully and correct any missing requirements before attempting to enroll the VM again.

Automation failures#

At times, the automated process encounters failures that require user intervention. Support teams are alerted and work to correct any issues as quickly as possible. After the issue is resolved, the automation is re-initiated by Rackspace or manual enrollment of the requested services is performed.

If errors are noted, do not process any additional enrollments until the error has been resolved. Also, do not re-submit enrollment requests that are in progress as this results in additional tickets for errors that are already being reviewed and resolved.


Rackspace does not provide an SLA for the enrollment process. Any SLAs related to the OS services commences after the service has been configured for the VM.