SAP Knowledge Base Article - Public

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

Symptom

🔥📰 HOT NEWS!

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 required to expedite case resolution

  1. What:
    1. Only one error or problem or issue or behavior should be logged for each case.
    2. Object name: The name or ID, and URL of the object like story, model, data action, analytic application, etc. Paste the direct URL if possible!
    3. Model Type: Analytic, planning, account or measure type, live, import (acquired / local), underlying data source (cloud or on-premise?), version / service pack of underlying data source. If Seamless Planning is in use, please mention it in the Subject or Issue Description.
    4. Details: Step-by-step description including navigation and expected results / actual 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 (if applicable).
  3. Errors, trace/console files, correlation ID and warnings (Mandatory for all front-end issues):
    1. Copy all errors or warnings observed in the application and in the browser console (Press F12 or CTRL + Shift + I on your keyboard).
    2. Attach a web browser HAR file and console log file to the case. See 2280022 - How to collect a HTTP archive (HAR) file. Mandatory for all front-end issues.
    3. Include the correlation ID (if available) to help track down the cause and help us resolve your case 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.
    4. Check the System > Monitor > Trace area for any errors. See the message/stack/detail columns.
  4. User credentials: Enable support user creation by following the instructions at Get More Help and SAP Support (under the Create a Support User section).
    1. Once a support user is created by SAP, assign a role (i.e. Admin) to the newly created support user (SAP_SUPPORT_ACCESS#).
    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-AD Analytics Designer / Analytic Applications
     LOD-ANA-ADM Administration - Roles, security, monitoring, users/teams, authorizations, permissions.
     LOD-ANA-ADM-MON Monitoring and usage tracking
     LOD-ANA-AQU Acquiring Data - Import Data Connections (any supported data source type).
     LOD-ANA-AQU-BW Acquiring Data - Import Data Connections using BW or BW4/HANA
     LOD-ANA-AQU-ODATA Acquiring Data - Import Data Connections using OData
     LOD-ANA-AUT Authentication / Login issues, SAML 
     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-BW Live Data Connections (BW and BW/4HANA)
     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-MIG NEO to CF tenant migration
     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-PL-DE Data entry and mass data entry (into tables)
     LOD-ANA-PL-MA Multi actions
     LOD-ANA-PL-MOF New lines and member on the fly
     LOD-ANA-PL-PLI Planning integration (BPC, S/4HANA, IBP), Exporting data
     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-HUB SAP Analytics Hub (SAH)
     LOD-ANA-OEM-CP Embedded Edition Service on SAP Cloud Platform (CP)
     LOD-ANA-OF SAP Analytics Cloud Add-In for Microsoft Office

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. Issue details (Technical information and symptoms)

  • Confirm: Only product errors / issues are reported to us (See SAP Note 83020) and the correct case priority is set (See SAP Note 67739).
  • Describe in detail what is the behavior of the System. Describe in few sentences what is happening. What did you expect and what happened instead? Please be as detailed as possible.
    • Example: I log in using user example@example.com, go to menu Browse > Stories > Open Public story "Summary", open the story and select filter Month: June, there is an error "abc xyz"
  • Provide 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.
      Note: Add screenshots and a video (if applicable).
  • Provide specific data source types and versions (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

Your feedback is important to help us improve our knowledge base.

Keywords

EPM, SAP Cloud for Planning, sc4p, c4p, cforp, cloudforplanning, Cloud for Planning, EPM-ODS, Cloud for Analytics, C4P, Cloud4Analytics, CloudforAnalytics, Cloud 4 Planning, HCP, C4A, BOC, SAPBusinessObjectsCloud, BusinessObjectsCloud, BOBJ, BOBJcloud, BOCloud., BICloud, BO Cloud, connecting, conecting, conectando, conexão, modelo, SBOC, SAC, troubleshooting, overview, sap sac, sac, sap analytics cloud planning, sap analytics cloud training, sap analytics cloud tutorial, sac, ua, help, analytics help, support, c4a, boc, analyticscloud, case, troubleshooting, faq, sac faq, sac help, sap analytics cloud documentation, guides, sac support, sap analytics cloud support, ac, SAP Cloud for Planning, sc4p, c4p, cforp, cloudforplanning, Cloud for Analytics, Cloud4Analytics, CloudforAnalytics, Cloud 4 Planning, BOC, SAPBusinessObjectsCloud, BusinessObjectsCloud, BOBJcloud, BOCloud., SAC, SAP AC, Cloud-Analytics, CloudAnalytics, SAPCloudAnalytics,Error, Issue, System, Data, User, Unable, Access, Connection, Sac, Connector, Live, Acquisition, Up, Set, setup, Model, BW, Connect, Story, Tenant, Import, Failed, Using, Working, SAML, SSO, sapanalyticscloud, sap analytical cloud, sap analytical cloud, SAC, ヘルプ, Hilfe zu, Ayuda para, Ajuda para, sap sac, sac, sap analytics cloud planning, sap analytics cloud training, sap analytics cloud tutorial, planning, sac, Analytics Cloud Onpremis install, SAP analytics cloud, SAP BW, stories, geo, story, Analytics designer, sap analyst cloud, https://hcs.cloud.sap, https://hanacloudservices.cloud.sap, https://cloudanalytics.accounts.ondemand.com, https://hanacloudservices-us.accounts.ondemand.com, https://www.sap.com, https://help.sap.com, sap analytics cloud, analytics cloud, cloud analytics, analytics, sac, sap analytics cloud for planning, fp&a, collaborative planning, enterprise planning, extended planning, xP&A, extended planning and analysis, financial planning and analysis, connected planning, integrated planning, workforce planning, headcount planning, allocations, value driver tree, VDT, data action, predictive forecasting, smart predict, planning applications, planning model, advanced formulas, strategic planning, Profit and Loss Planning, P&L planning, bottom-up planning, top-down planning, currency conversion, version management, fp&a, predictive analytics, operational plan(s)(ning), financial planning and analysis, planning tools, integrated business planning, xp&a, integrated planning, collaborative planning, planning model (s), connected planning, enterprise planning, budgeting and forecasting software, enterprise planning, planning and forecasting, planning budgeting and forecasting, planning and analysis, enterprise planning software, financial planning and forecasting, sap analytics cloud planning, predictive planning, driver based models, what if planning, enterprise planning cloud, cloud fp&a, Enterprise Planning, Planning, analysis, budgeting, and prediction in one solution, Embedded business intelligence and predictive analytics, Integration with SAP S/4HANA, How long does it take to learn SAP Analytics Cloud?, How do I connect SAP Analytics Cloud to Hana?, How do you plan in SAP Analytics Cloud?, What is SAP Cloud analytics?, SAP Getting started with SAC sac har file trace sac best practices , KBA , "what is sap analytics cloud?" , sap sac , sac getting started kba , sac support help kba , sac bw live connections kba , sactroubleshooting sac troubleshooting , sactroubleshooting saw sactroubleshootin , quickstart sac , sac help resources kba getting started , "sac help" sap online help sap analytics , sachelp kba , self-service self service , sac guideline kba , sachelpmain kba sap sac help , sac what information do i need to provid , sac what do i need to providekbakba kba , sac what do i need to provide error code , sapanalyticscloudhelppilot , sac uat tenant errors , sac "uat" tenant errors , sactrouble shoting kba shooting , sac support components sac kba , sac test tenant () consumption , what component do i use for sac , support comps componnts , do i need to provide sac kba , (forum, videos, guides, etc.) , incident properly , guideline , 2487011 , have the support components for sac chan , "support components for sac changed" , have support components for sac changed? , "the support components for sac changed" , sac planning survival , LOD-ANA-DES , Story Design & Visualizations , LOD-ANA-PL , Planning , LOD-ANA-PR , SAC Predictive , LOD-ANA-HUB , SAP Analytics Hub , LOD-ANA-UNS , SAC Unified Story (Story 2.0) main component. , How To

Product

SAP Analytics Cloud 1.0