SAP Knowledge Base Article - Public

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

Symptom

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Environment

  • SAP Analytics Cloud

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

  1. What:
    1. Only one issue should be logged in each incident.
    2. Object name: The name or ID of the object like story, model, data action, analytic application, etc. Paste the direct URL if applicable.
    3. Model Type: Analytic, planning, 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, 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.
  3. Errors, correlation ID and warnings: 
    1. Copy all errors or warnings seen in the application and in the browser console (Press F12 or CTRL+Shift+J on your keyboard). See 2280022 for more information.
    2. Include the correlation ID (if available) to help track down the cause and help us resolve your incident 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.
    3. Check the System > Monitor > Trace area for any errors. See the message/stack/detail columns.
  4. User credentials: Create a support user following the instructions at Get More Help and SAP Support (under the Create a Support User section).
    1. Once a support user is created, assign a role (i.e. Admin) to the newly created support user (SAP_SUPPORT####).
    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-AQU Acquiring Data - Import Data Connections (any supported data source type).
     LOD-ANA-ADM Administration - Roles, security, monitoring, users/teams, authorizations, permissions.
     LOD-ANA-AUT Authentication / Login issues
     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-HAN Live Data Connections (HANA)
     LOD-ANA-LDC-UNV Live Data Connections (Universe)
     LOD-ANA-LDC-WBI Live Data Connections (WEBI)
     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-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-AD Analytics Designer / Analytic Applications
     LOD-ANA-HUB SAP Analytics Hub (SAH)
     LOD-ANA-OEM-CP Embedded Edition Service on SAP Cloud Platform (CP)

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. Technical information

  • Confirm: Only product errors / issues are reported to us (See 83020) and the correct incident priority is set (See 67739).
    • Note: If you need consulting or have a how-to question, please ask a question on the SAC forum.
  • Describe in detail what is the behavior of the System. Describe in few sentences what is happening.
    • Example: I log in using user example@example.com, go to menu Browse > Stories > Open Public story "Monthly Summary", open the story and select filter Month: Pick June, there is an error "abc xyz"
  • You can give 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.
  • Provide the specific data source type and version (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