SAP Knowledge Base Article - Public

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




  • SAP Analytics Cloud


1. Generic information

  • What:
    • Story: Story name (Paste direct URL to story).
    • Model Type: Analytic, planning, live, import (acquired / local), underlying data source (cloud or on-premise?), version / service pack of underlying data source.
    • Details: Process/workflow and the user (and role) that reproduced the error, problem, issue or behavior.
  • Time: When you experienced the issue, error or problem.
  • Errors or warnings: 
    • Note any errors or warnings you see in the application and in the browser console (Press F12 or CTRL+Shift+J on your keyboard). See 2280022 for more information.
    • Check the System > Monitor > Trace area for any errors. See the message/stack/detail columns.
    • Note: Please add this into the incident text description. 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).
    • Once a support user is created, assign a correct role (i.e. Admin) to the newly created support user (SAP_SUPPORT#).
    • Or add credentials of existing user and other underlying data sources (BW, S4/HANA, etc.) into the secure area if applicable.
    • See 1773689 for more information.
      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 etc. 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 Roles, security, monitoring, users/teams, authorizations, permissions.
    LOD-ANA-BI-AUT Authentication and user access errors including SSO SAML/IDP and login issues.
    LOD-ANA-BI-APP Analytics Designer and Data Analyzer.
    LOD-ANA-BI-DES Analytic models including story design & visualizations, charts, etc.
    LOD-ANA-BI-IDC Import Data Connections (any supported data source type).
    LOD-ANA-BI-LDC Live Data Connections (excluding BW and BW/4HANA data sources).
    LOD-ANA-BI-BW Live Data Connections to BW and BW/4HANA data sources.
    LOD-ANA-BR Digital Boardroom (DiBo) capabilities of SAP Analytics Cloud.
    LOD-ANA-PR Predictive, Smart Predict, predictive scenarios and Smart Assist (Smart Insights, Smart Discovery, ...)
    LOD-ANA-PL Planning using planning models, versions, data actions, advanced formulas, value driver trees, allocations.
    LOD-ANA-HUB SAP Analytics Hub (SAH).
    LOD-ANA-APP-IOS 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. 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.
    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.
  • Provide the specific data source and version (including service pack / patch) information according to the System Requirements and Technical Prerequisites.

5. Troubleshooting already performed

See Also

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SAP Analytics Cloud 1.0