SAP Knowledge Base Article - Public

2419598 - I cannot find an Installation and System for raising Incidents that contains SAP Analytics Cloud

Symptom

I cannot find an Installation and System (CLO / CLOUD) for creating incidents that contains an SAP Analytics Cloud product / leading product.

Environment

SAP Analytics Cloud (Enterprise)

Reproducing the Issue

  1. Browse to https://support.sap.com and click "Report an Incident".
  2. Search for a Solution.
  3. Click "Contact Support".
  4. Enter your Customer Number and select your S-User ID.
  5. Search for a System/Product that contains "Cloud".
  6. Notice that none of the Installations contain an SAP Analytics Cloud System.

Cause

An error occurred during the provisioning process and the Installation and System for SAP Analytics Cloud was not created.

Resolution

If you notice a missing SAP Analytics Cloud tenant when creating a support incident according to article 2607729, perform the following steps and then contact SAP:

  1. Search for the missing tenant using the System Data application in SAP One Support Launchpad according to article 2241656.
    - If you are able to access the missing tenant, take a screenshot of the system details to share with SAP.
    - If you are not able to access the missing tenant (it's not available or you don't have authorizations to view system data), continue to Step 2 by creating a support incident.
  2. Report the missing tenant to SAP by logging a support incident under component XX-SER-SAPSMP-TEN using any available tenant.  Note: If you do not see the XX-SER-SAPSMP-TEN component choose XX-SER-SAPSMP-SYS.
  3. Include as much information as possible about the missing tenant, such as:

    - Order Number
    - SAP Analytics Cloud installation number
    - Tenant ID
    - Tenant Number (or system number)
    - Tenant Name
    - Attach screenshots showing the issue

NOTE: This Installation is needed to get the correct Service Level Agreements (SLA) attached to your SAP Analytics Cloud incidents so this is an important task!

See Also

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Keywords

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Product

SAP Analytics Cloud 1.0