SAP Knowledge Base Article - Public

2487011 - What information do I need to provide when opening a case for SAP Analytics Cloud?

Symptom

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Environment

  • SAP Analytics Cloud (Enterprise)

Resolution

We highly recommend using the Support Assistant to solve your issues faster!
See the following video for more information: Product Support -- Introducing the support assistant and support log assistant.

1. Generic information required to expedite case resolution

  1. What:
    1. Only one error or problem or issue or behavior should be logged for each case.
    2. Object name: The name or ID, and URL of the object like story, model, data action, analytic application, etc. Paste the direct URL if possible!
    3. Model Type: Analytic, planning, account or measure type, live, import (acquired / local), underlying data source (cloud or on-premise?), version / service pack of underlying data source.
    4. Details: Step-by-step description including navigation and expected results / actual results, process/workflow and the user (and role) that reproduced the error, problem, issue, or behavior.
    5. Performance Issues? See: Troubleshooting performance issues.
    6. Connection Issues? See: Troubleshooting Live connection issues or Troubleshooting Acquired connection issues.
  2. Time: When you experienced the issue, error or problem (if applicable).
  3. Errors, trace/console files, correlation ID and warnings (Mandatory for all front-end issues):
    1. Copy all errors or warnings observed in the application and in the browser console (Press F12 or CTRL + Shift + I on your keyboard).
    2. Attach a web browser HAR file and console log file to the case. See 2280022 - How to collect a HTTP archive (HAR) file. Mandatory for all front-end issues.
    3. Include the correlation ID (if available) to help track down the cause and help us resolve your case more quickly!
      • Note: The correlation ID is saved with all errors, but isn't a code that corresponds to a specific error. Instead, it's a unique identifier generated by the system to help us trace what the system was doing when the error occurred.
    4. Check the System > Monitor > Trace area for any errors. See the message/stack/detail columns.
  4. User credentials: Enable support user creation by following the instructions at Get More Help and SAP Support (under the Create a Support User section).
    1. Once a support user is created by SAP, assign a role (i.e. Admin) to the newly created support user (SAP_SUPPORT_ACCESS#).
    2. Add other user credentials for underlying data sources (BW, S4/HANA, BPC, etc.) into the secure area if applicable. See 1773689 for more information.
      • Note 1: Share the object such as the story, model, bookmark or connection by using the share icon, if available.
      • Note 2: Provide connection information for the data sources (live or import) connected to SAP Analytics Cloud. See Remote Support.
  5. System (URL) used: You may have multiple systems (test, production etc. URLs) but we do not know the exact one you are using.
  6. Which of your systems or products is affected? Choose the correct system ID to  receive the correct service level agreement (SLA):
    1. Product: SAP ANALYTICS CLOUD
    2. Installation: SAP ANALYTICS CLOUD
    3. System/Product: Choose the correct system using the description as your guide.
  7. Components: Please select the correct component based on your issue.
     LOD-ANA-AD Analytics Designer / Analytic Applications
     LOD-ANA-ADM Administration - Roles, security, monitoring, users/teams, authorizations, permissions.
     LOD-ANA-ADM-MON Monitoring and usage tracking
     LOD-ANA-AQU Acquiring Data - Import Data Connections (any supported data source type).
     LOD-ANA-AQU-BW Acquiring Data - Import Data Connections using BW or BW4/HANA
     LOD-ANA-AQU-ODATA Acquiring Data - Import Data Connections using OData
     LOD-ANA-AUT Authentication / Login issues, SAML 
     LOD-ANA-DES Story design & visualizations, charts, etc. using an Analytic model
     LOD-ANA-MOB SAP Analytics Cloud Mobile app
     LOD-ANA-MOB-IOS SAP Analytics Cloud Mobile app - IOS specific
     LOD-ANA-MOB-AND SAP Analytics Cloud Mobile app - Android specific
     LOD-ANA-LDC Live Data Connections (generic data source)
     LOD-ANA-LDC-BW Live Data Connections (BW and BW/4HANA)
     LOD-ANA-LDC-HAN Live Data Connections (HANA)
     LOD-ANA-LDC-UNV Live Data Connections (Universe)
     LOD-ANA-LDC-WBI Live Data Connections (WEBI)
     LOD-ANA-MIG NEO to CF tenant migration
     LOD-ANA-PL Version Management
    Planning processes:     data actions, value driver trees, allocations, validations
    Import - using SAP BPC
    Export - using BPCBW/IBP/S/4HANA
    Calendar - Tasks | Process
     LOD-ANA-PL-DE Data entry and mass data entry (into tables)
     LOD-ANA-PL-MA Multi actions
     LOD-ANA-PL-MOF New lines and member on the fly
     LOD-ANA-PL-PLI Planning integration (BPC, S/4HANA, IBP), Exporting data
     LOD-ANA-PR Predictive, Smart Predict, predictive scenarios and Smart Assist (Smart Insights, Smart Discovery)
     LOD-ANA-BR Digital Boardroom (DiBo) capabilities of SAP Analytics Cloud.
     LOD-ANA-BW Live Data Connections to BW and BW/4HANA data sources.
     LOD-ANA-DAN Data Analyzer (BW Live connections)
     LOD-ANA-HUB SAP Analytics Hub (SAH)
     LOD-ANA-OEM-CP Embedded Edition Service on SAP Cloud Platform (CP)
     LOD-ANA-OF SAP Analytics Cloud Add-In for Microsoft Office

2. Contact details

  • Time zone: If you would like to speak to an engineer who works in the same time zone. Make sure your s-user information is up to date.
  • Phone: We cannot get in touch with you if your details are outdated. Easy to fix if you review article 1271545.

3. Attachments

  • Attachments have size and extension limits.
  • Verify that the attachment is listed after the wheel has finished spinning.

4. Issue details (Technical information and symptoms)

  • Confirm: Only product errors / issues are reported to us (See SAP Note 83020) and the correct case priority is set (See SAP Note 67739).
  • Describe in detail what is the behavior of the System. Describe in few sentences what is happening. What did you expect and what happened instead? Please be as detailed as possible.
    • Example: I log in using user example@example.com, go to menu Browse > Stories > Open Public story "Summary", open the story and select filter Month: June, there is an error "abc xyz"
  • Provide steps to reproduce in a similar way:
    1. Logon with user example@example.com
    2. Go to menu Browse > Stories
    3. Open "Monthly Summary" and go to the second tab
    4. In the chart "Monthly payments", click the second bar and filter on X.
      Note: Add screenshots and a video (if applicable).
  • Provide specific data source types and versions (including service pack / patch) information according to the System Requirements and Technical Prerequisites.

5. Troubleshooting already (or to be) performed

6. Key Resources

See Also

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Product

SAP Analytics Cloud 1.0