SAP Knowledge Base Article - Public

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


  • What information do I need to provide when opening an incident for SAP Analytics Cloud (SAC)?
  • How can I create an optimal support incident to avoid delays and expedite / speed up incident/problem resolution with SAP Product Support?
  • What type of incidents (only errors, incorrect/missing documentation, operations requests) should I send to SAP Support? See What is Support / What is Consulting!
  • For missing features and functionality create an enhancement request!
  • For consulting or how-to questions, please ask a question on the SAP Analytics Cloud Community!



  • SAP Analytics Cloud


1. Generic information

  • What: Story (paste direct URL to story), model (type: analytic, planning, live, acquired/import, underlying datasource and version), process/workflow and the user (role) that reproduced the error, problem, issue or behavior?
  • Time: When you experienced the problem. Do you have any traces or errors in the System > Monitor > Traces area?
    Note: Please add it to the incident in the incident text. This helps our machine learning algorithms, see AI and Machine Learning Drive Automation in Product Support!
  • User credentials: Create a support user following the instructions at Get More Help and SAP Support (under the Create a Support User section).
    Or you can add credentials for an existing user and other underlying datasources (BW, ERP or S4/HANA) in the secure area if required. More information is provided in article 1773689.
    Note: Share the object such as the story, model, bookmark or connection by using the share icon, if available.
  • System (URL) used: You may have multiple systems (test, production URLs) but we do not know the exact one you are using.
  • Which of your systems or products is affected? Choose the correct system ID to  receive the correct service level agreement (SLA):
    • Installation: SAP ANALYTICS CLOUD (new) / SAP CLOUD PLATFORM (old)
      Note: Customers may have the new or old product installation name depending on the purchase or renewal date.
    • System/Product: Choose the correct system using the description as your guide.
  • Components: (Important: New components have been introduced)
    LOD-ANA-BI-ADM For issues relating to roles, security, monitoring, users/teams, authorizations, permissions.
    LOD-ANA-BI-AUT For issues relating to user access errors including SSO SAML/IDP and login issues.
    LOD-ANA-BI-APP For issues relating to Analytics Designer and Data Analyzer.
    LOD-ANA-BI-DES For issues relating to analytic models including story design & visualizations, charts, etc.
    LOD-ANA-BI-IDC For issues relating to Import Data Connections (any supported data source type).
    LOD-ANA-BI-LDC For issues relating to Live Data Connections (excluding BW and BW/4HANA data sources).
    LOD-ANA-BI-BW For issues relating to Live Data Connections to BW and BW/4HANA data sources.
    LOD-ANA-BR For issues relating to the Digital Boardroom (DiBo) capabilities of SAP Analytics Cloud.
    LOD-ANA-PR For issues relating to the predictive, Smart Predict and predictive scenarios.
    LOD-ANA-PL For issues relating to the planning using planning models, versions, data actions, value driver trees, allocations.
    LOD-ANA-HUB For issues relating to SAP Analytics Hub (SAH).
    LOD-ANA-APP-IOS For issues relating to SAP Analytics Cloud Mobile app - iOS

2. Contact details

  • Time zone: If you would like to speak to an engineer who works in the same time zone. You should never open incidents with another person's s-user credentials.
  • 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.
    Note: It's better to add specific text, keywords and error messages into the incident text as opposed to attaching the information into a file. This helps our machine learning algorithms, see AI and Machine Learning Drive Automation in Product Support!

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, 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
    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.
  • Data source version information according to the System Requirements and Technical Prerequisites.

5. Troubleshooting already performed

See Also

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SAP Analytics Cloud 1.0