2487011 - What information do I need to provide when opening incidents with SAP Analytics Cloud?

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2487011 - What information do I need to provide when opening incidents with SAP Analytics Cloud?


  • How can I create the perfect incident to avoid going back and forth with SAP Product Support and add missing information.
  • How can I expedite incident / problem resolution?


  • SAP Analytics Cloud 2017


1. Generic Information

  • What: Story, model, process and user reproduced the problem, issue or behavior?
  • Time: When you experience the problem. Do you have any traces or error in the System > Monitor > Traces? Please add it to the incident.
  • Credentials: This is why we have a secure area in the support portal. You can add the credentials for the user and datasources if required. More information is provided in article 1773689.
  • URL used: You may have multiple tenants but we do not know the exact one you are using.

2. Contact Details

  • Time Zone: If you would like to speak to an engineer who works in your same Time Zone. You should never open incidents with another person's credentials. We may try to call you when it is midnight for you.
  • Phone: We cannot get in touch with you if your details are outdated. Easy to fix if you follow the article 1271545.

3. Attachments

  • Attachments have size and extension limits, verify that after the wheel has finished spinning your attachment is in fact listed.

4. Technical Information

  • Describe in detail what is the behavior of the System. Describe in few sentences what is happening.
    • Example: I log in using user Tom@my.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 Tom@my.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 ...

5. Troubleshooting Already Performed

See Also

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SAP Analytics Cloud 1.0