3810609 - How to report issues correctly; one issue per support ticket in SAP Analytics Cloud

• You are working with SAP Support on an SAP Analytics Cloud (SAC) issue and one of the following situations applies:
  • You have more than one issue and would like to report all of them in a single support case
  • Your original issue has been resolved, but you have encountered a new problem and would like to continue using the same case
  • You are unsure whether to open a new case or add a new question to an existing one

SAP Analytics Cloud — all versions

SAP Support requires one issue per support case. This applies to all SAP products, including SAP Analytics Cloud, and is in place to ensure you receive the fastest and most accurate support possible.

Why does this matter?

Each support case is routed to an SAP engineer based on the specific topic and component selected at the time of submission. SAP Analytics Cloud covers a broad range of functional areas — stories and visualizations, planning, data integration, user administration, and system operations — each handled by a specialized team.

When multiple issues are included in a single case:

• The case may be routed to the wrong team, causing delays
• Only one issue can be officially resolved and closed per case
• SLA tracking applies to the original issue only, meaning a second issue reported later in the same case is not guaranteed the same response time
• Your support history becomes harder to search and reference in the future

What you should do

If you have more than one issue, please open a separate support case for each one via SAP for Me (https://me.sap.com).

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

What to do when a new issue appears after your case is resolved

If your original case has been resolved and you encounter a new, different problem, please open a new support case rather than reopening or replying to the closed one. This ensures:

• Your new issue receives its own SLA and priority
• It is routed correctly from the start
• You maintain a clean, searchable record of each issue and its resolution

You are welcome to reference the previous case number in your new submission if the issues may be connected.

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