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Where can I find knowledge and information belongs to SAP HANA?

Laszlo_Thoma
Product and Topic Expert
Product and Topic Expert
‎2023 Mar 29 2:25 PM
8,762

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last updated: 2025-01-14

Introduction
During the process of operating and monitoring the SAP HANA database you probably need huge knowledge and information. The knowledge is very fragmented (Help Portal, Blog post, SAP KBA, SAP Note, other). In order to simply and make content consumption easier I have created a centralized page. Further I would like to help you to find the best available way to get the knowledge (information) in time. It is essential to identify that your needs or question belongs to for example a "How-to" question or a known product issue, so the required information probably already available, you need only find them. In that case the information is available right now. If you need further assistance (in case of more complex issue / question) so probably you need help from SAP Support which is more time consuming. Understanding and keeping the rules, requirements of the support process will ensure the effective support in a timely manner. The analyzation of the issue can be done by you based on available documentations like traces and logs and also analyzation tools and techniques.

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What is SAP HANA?

Table of Content (The internal links had been removed cause the new blogging platform only supports basic html, and the use of anchor links not supported.)

  1. Where can I find knowledge and information belongs to SAP HANA?
  2. SAP Help Portal
  3. SAP Support Portal
  4. SAP Learning
  5. open SAP (migrated)
  6. open SAP MicroLearning
  7. SAP Community
  8. SAP Guided Answers
  9. SAP Help Portal - Support Content
  10. SAP HANA Academy (discontinued)
  11. SAP Press (Rheinwerk)
  12. SAP Notes & Knowledge Base Articles
    1. 🔖 Bookmark
    2. Entry point to the knowledge of SAP HANA
    3. Central Notes
    4. Application Component Hierarchy
    5. Already known issues
    6. Information needed by Product/Development Support
    7. Special Support Processes
      1. ♻️ Business One powered by SAP HANA
      2. ♻️ SAP HANA Service / SAP HANA Cloud

    8. ❓ Support / Consulting / How-To
      1. ⤵️ Support
      2. ⤵️ Consulting
      3. ⤵️ How-to Questions and Community

    9. 📄 Logs, Dumps and Traces
      1. 📄 Full System Info Dump (FSID)
      2. 📄 Runtime Dump (RTE)
      3. 📄 Kernel Profiler
      4. 📃 Server snapshot (SAP Kernel snapshot)
      5. 📄 Gstack information
      6. 📃 OS Kernel Stack Backtraces
      7. 📄 Linux var log messages (/var/log/messages)
      8. 📄 Linux sapsysinfo

    10. 🔍 Analyzing Tools (Features, Extensions) and Techniques
      1. 📄 SAP HANA SQL Statement Collection
      2. 📄 SAP HANA KPI Collector
      3. 🔧 SAP HANA Dump Analyzer
      4. 🔧 SAP Kernel Snapshot Analyzer
      5. 🧩Explain Plan - SAP HANA studio
      6. 🧩Plan Visualizer (PlanViz) - SAP HANA studio
      7. 🧩Plan Trace - SAP HANA studio
      8. 🔍 Analyzing Techniques
        1. 📉 Performance (PERF.)
        2. 🔋 Out of Memory (OOM)
        3. 🚫 Blocked Savepoint
        4. 🔋 Disk Utilization

    11. 🌐 Product Support - Main Channel - Case/Incident
      1. ⚠️ Terminology
      2. ⏏️Create/Open/Reopen case/incident
      3. 🔄 Change support case details
      4. 📎 Attachment
      5. 🛃 Support Assistant
      6. ⚠️ Priority
      7. ⚠️ 1 Problem in 1 Case
      8. ⚠️ System ID
      9. ⚠️ Duplicate case/incident
      10. ⚠️ 24 hours support
      11. 🔺 Escalation
      12. 🎦 Screen sharing
      13. 🆗 Close case/incident
        1. 📅 Automatic Closure Time/Automatic Confirmation Time
        2. 🔄 Feedback

    12. 🌐 Product Support - Other Channels
      1. 💼 Schedule a Manager (SaM)
      2. 🔧 Schedule an Expert (SaE)
      3. 🔧 Ask an Expert Peer
      4. 💻 Expert Chat (Chat Support)
      5. 📈 Technical Performance Optimization (TPO)

    13. 🌐 Product Support - Automated Channels
      1. 💻 Support Log Assistant

    14. 🌐 Remote Support
      1. 🔓 R/3 Support
      2. 🔓 SAP HANA database / SAP HANA MDC

    15. Knowledge Sources
    16. Customer Influence and Adopt site

  13. Other articles this series
  14. Other articles in connected series

Where can I find knowledge and information belongs to SAP HANA?

SAP Help Portal
This is the initial entry point of the official SAP HANA documentations.

SAP Help Portal - Home

On-Premise:

☁ Cloud:


❗Remark: The above list is not a complete list of the available pages only an extract from the most important ones. The menu structure needs to be discovered by each user based on the actual requirement.

  • 2402628 - Where can documentation for current and earlier SAP HANA releases be found?

SAP Support Portal
This is the initial entry point of the official SAP Notes, Knowledge Base Articles, Guided Answers and more. There is information about the ways to reach out SAP HANA Product Support (PS) or links to SAP Software Download Center.

SAP Support Portal - Home

On-Premise:

☁ Cloud:

❗Remark: The above list is not a complete list of the available pages only an extract from the most important ones. The menu structure needs to be discovered by each user based on the actual requirement.

SAP Learning
Grow your skills. Future-proof your career. Learn SAP for free, anywhere, anytime.

❗Remark: The above list is not a complete list of the available pages only an extract.

open SAP
❗Update: The openSAP platform will be discontinued in July 2024. Check out the dedicated FAQ page.
open SAP delivers innovative learning for everyone with expert-led content, made for you by SAP.

❗Update: New home for openSAP courses

open SAP MicroLearning
Learning site with multiple SAP related learning content.

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SAP Community
❗Update: A New Home in the New Year for the SAP Community
In many case the community can give the proper answer to the question within no time. Also many information already available. It can be a good choice from time perspective.

❗Remark: The above list is not a complete list of the available pages only an extract. The menu structure needs to be discovered by each user based on the actual requirement.

SAP Guided Answers
Interactive documentation designed to help troubleshoot issues, navigate processes and guide through tasks.

❗Remark: The above list is not a complete list of the available pages only an extract. The menu structure needs to be discovered by each user based on the actual requirement.

  • 2492603 - How to use Guided Answers

SAP Help Portal - Support Content (prev. SAP Support/Community Wiki)
❗Update: PS WIKI content had been migrated to SAP Help Portal.
Repository maintained by engineers with technical content displaying configuration scenarios, system behaviour, recommendations, product FAQ and much more.

❗Remark: The above list is not a complete list of the available pages only an extract. The menu structure needs to be discovered by each user based on the actual requirement.

SAP HANA Academy
❗Update: The SAP HANA Academy’s YouTube Channel has been closed.
The SAP HANA Academy provides Technical Enablement, Implementation and Adoption Support for Customers and Partners with 1000’s of free tutorial videos.

SAP Press (Rheinwerk)
Rheinwerk Publishing write books and e-books that educate the IT and business community.

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SAP Notes & Knowledge Base Articles
Here are the list of the most important SAP Notes & Knowledge Base Articles which belongs to SAP HANA. The list contains elements which explains support processes, different types of communications or solution finding. There are some initial and essential documentation also listed below.

  • 2081285 - How to get the best results from an SAP Knowledge Base search?
  • 2771695 - How to get notifications about new SAP Notes and KBAs - SAP for Me
  • 2171560 - How to mark a KBA or SAP Note as a favorite and get notified when it is updated - SAP for Me
  • 2039673 - What are the differences between SAP Notes and SAP Knowledge Base Articles?
  • 1850330 - How to rate and provide comments to SAP for an SAP Knowledge Base Article (KBA)

IMPORTANT !
=================================================================

Bookmark
🔖 2872774 - Bookmark of Frequently Asked Questions for SAP HANA
🔖 3311408 - Bookmark of SQL Statement Collection reports for SAP HANA
🔖 2658020 - List of SAP HANA SQL Error Codes

Entry point to the knowledge of SAP HANA
There is a basic SAP Notes & Knowledge Base Article (belongs to SAP HANA) which represents general information and acts like an essential entry point to the knowledge.

=================================================================

Central Notes
There are some central documentation belongs to SAP HANA. These are essential documentations.

☁ Cloud:

  • 2970209 - SAP HANA Cloud - Central Note
  • 3282453 - Change in Renewal Strategy: SAP Cloud Platform, HANA Service for Cloud Foundry

On Premise:

  • 1514967 - SAP HANA: Central Note
  • 1523337 - SAP HANA Database 1.00 - Central Note
  • 2380229 - SAP HANA Platform 2.0 - Central Note
  • 2958224 - SAP HANA Revision Release Details
  • 2021789 - SAP HANA 1.0 Revision and Maintenance Strategy
  • 2378962 - SAP HANA 2.0 Revision and Maintenance Strategy
  • 2963319 - SAP HANA DB: SAP HotNews Central Note
  • 1603671 - SAP HANA 1.0: Software Components and Software Download

SAP HANA Studio

  • 2375176 - SAP HANA Revisions and SAP HANA Studio Versions

SAP HANA 2.0 Cockpit

  • 2380291 - SAP HANA 2.0 Cockpit Central Release Note
  • 2433181 - SAP HANA 2.0 Cockpit Revision and Maintenance Strategy

Operating Systems

  • 2235581 - SAP HANA: Supported Operating Systems

Application Component Hierarchy
The following SAP Note is essential to understand the component structure of SAP HANA in case of the incident handling. To open a case in a proper component, will save a lot of time, because there is no need to reroute/redirect the case to the component where the issue belongs to.

  • 1976729 - Application Component Hierarchy for SAP HANA

Already known issues
The already known issues are documented well and solution or workaround can be implemented using the SAP recommendations.

  • 2951859 - Understanding HANA "Issue number" Referenced in SAP Notes

Information needed by Product/Development Support
The following information will be necessary to open a support ticket in a proper way in SAP HANA component.

  • 3081470 - SAP HANA HDI: Information needed by Development Support
  • 2691501 - SAP HANA MDS: Information needed by Development Support
  • 1758890 - SAP HANA: Information needed by Product/Development Support
  • 2904098 - SAP HANA Cloud: Information needed by Product/Development Support
  • 2903857 - SAP HANA Service: Information needed by Product/Development Support
  • 2933574 - HAN-DB-PERF: Information Needed by Development Support (internal)

Special Support Processes
In some scenario there are special process handling in place.

♻️ Business One powered by SAP HANA

  • 2083657 - Support Process for "Business One powered by SAP HANA" incidents (internal)

♻️ SAP HANA Service / SAP HANA Cloud
In general the following information needs to be collected from cloud services to be able to identify the exact service. This is important to route the case to the proper component.

  • Exact HANA revision
  • Cloud Type ( NEO / HANA Cloud / HANA Service)
  • Service ID (UUID like eb75d665-b213-4103-a40c-f194935c54ab)
  • System's Landscape/Region
  • Platform (ex: NEO / CF)
  • Provider (ex: SAP , AWS, Azure, GCP)
  • Database SID (For PSA Systems only, ANA_A00_CANARY or HANA_A1B_LIVEUS10 or HANA_A26_LIVEEU1 for example)
  • Endpoint URL

Background

  • 2937069 - SAP HANA Cloud Migration FAQ
  • 3282453 - Change in Renewal Strategy: SAP Cloud Platform, HANA Service for Cloud Foundry

Process

  • 3205486 - How to contact your HEC partner
  • 3053848 - Directory of SAP Cloud Products and Component Areas (Who to Contact)
  • 2971940 - How to Find the Endpoint of a HANA Cloud / HANA Service Instance in the SAP Cloud Platform Cockpit
  • 2248257 - Support Process for "SAP Cloud Platform / SCP" incidents (internal)

❓ Support / Consulting / How-To
There are different types of "support" processes need to be used in different scenarios.

⤵️ Support
Definition: SAP Product Support (PS) and Development Support (DS) working on reported issues and do support to customers with their incidents.

  • 2609887 - Where can SAP Service Level Agreement (SLA) information be found?

⤵️ Consulting
❗Remark: Incidents classified as How-To or Consulting requests should not be raised via a Support incident.

  • 83020 - What is Support – What is Consulting: On Premise Solutions
  • 2706322 - What is Support – What is Consulting: Cloud Solutions

⤵️ How-to Questions and Community
The next SAP Knowledge Base Articles explains the usage of the community channel in case of "how-to" questions.

  • 2973358 - SAP Community: Preferred Support Channel for How-To Questions
  • 2575334 - How to use the SAP Community to get assistance on consulting issues
  • 2536742 - Where can I find resources, help, whitepapers, SAP Community discussions, SAP Community Wiki, how to's and other information about SAP HANA DB?

📄 Logs, Dumps and Traces
There are different files necessary in different types of investigation. The SAP Knowledge Base Article lists all the available trace types and the reference documentations.

  • 2380176 - FAQ: SAP HANA Database Trace
  • 2119087 - How-To: Configuring SAP HANA Traces
  • 3352284 - How to Enable User-Specific Database Traces [Trace Profile] (internal)

The below sub-sections gives more information about the usage of the different types of traces, including how to gather them and when to collect them (in case of what kind of issue we need them).

📄 Full System Info Dump (FSID)
SAP HANA full system info dump (FSID) is a collection of trace files and configuration that is collected upon request from SAP Support to analyze an issue at SAP HANA Database level. This is an essential information for the investigation the issue or root cause analysis.

⚠️ IT DOES NOT NEED TO BE COLLECTED IN REAL TIME ⚠️

On Premise:

  • 2573880 - FAQ: SAP HANA Full System Info Dump
  • 1732157 - Collecting diagnosis information for SAP HANA [VIDEO]
  • 2598171 - How-To: Troubleshooting of issues related to creating or uploading the HANA Full System Info Dump (Guided Answers)

☁ Cloud:

  • 3425554 - Collecting full system dump and RTE dumps for SAP HANA Cloud
  • 3398211 - HANA Cloud: How to collect FSID and RTE dump file for HANA cloud instance?

❗Remark: When you open a case e.g. for an RCA (root cause analysis) that is a good practice to upload the full system info dump for analysis (SYSTEMDB and Tenant DB) right away.

❓Question: Why SAP need all of these files (SYSTEMDB and Tenant DB)?

  • The full set of files contains much more information for SAP (topology, system availability, daemon, nameserver, indexserver, other services, etc.).
  • These files are shared in SYSTEMDB and Tenant DB.

📄 Runtime Dump (RTE)
A SAP HANA runtime dump is a text file that provides various information about the current state of the SAP HANA database. Runtime dumps are essential for SAP support to understand the SAP HANA behavior in a problem situation (real time).

⚠️ IT NEEDS TO BE COLLECTED IN REAL TIME ⚠️

On Premise:

  • 2400007 - FAQ: SAP HANA Runtime Dumps
  • 1813020 - How to generate a runtime dump on SAP HANA
  • 2462851 - How to generate a runtime dump - Guided Answers

☁ Cloud:

  • 3425554 - Collecting full system dump and RTE dumps for SAP HANA Cloud
  • 3398211 - HANA Cloud: How to collect FSID and RTE dump file for HANA cloud instance?

❗Remark: When you experience the issue, collect the runtime dump during the issue occurs (e.g. high CPU, hung system, slow system, general performance issue) in real time.

📄 Kernel Profiler
The SAP HANA kernel profiler is an expert tool that samples call stack of threads on a regular basis. This information can be helpful to identify low-level bottlenecks in the SAP HANA database.

  • 2800030 - FAQ: SAP HANA Kernel Profiler
  • 1875973 - SAP HANA Studio: Kernel Profiler Trace
  • 1804811 - SAP HANA Database: Kernel Profiler Trace
  • 2104695 - How to check kernel profiler trace (.dot) file

📃 Server snapshot (SAP Kernel snapshot)
Server snapshot (also known as SAP Kernel snapshot) is a feature available since SAP NetWeaver ABAP Kernel 740. It is a concept of the NetWeaver ABAP application server which aims to save the most important system information automatically when system is in an abnormal situations.

  • 3122914 - The step-by-step guide to collect a server snapshot and analyze it with kernel snapshot analyzer

SAP Help Portal:

📄 Gstack information
Gstack information has to be created on OS level during a high CPU/Memory consumption when the runtime dump creation is failing.

  • 2257203 - Creating Gstack to Analyse Hang Situations
  • 3335630 - LNX: gstack: command not found

📃 OS Kernel Stack Backtraces
If there is a high system CPU utilization and a low user CPU utilization not the application itself is utilizing the CPU but an operation in the OS kernel.

  • 2166414 - Capture OS Kernel Stack Backtraces

📄 Linux var log messages (/var/log/messages)
Operating system (OS) log data. In many case the folder /var/log/messages contains also important information which help to investigate the exact issue.

📄 Linux sapsysinfo
Provides a simple option for collecting Linux-relevant system information.

  • 618104 - "sapsysinfo" - Collecting system information on Linux

🔍 Analyzing Tools (Features, Extensions) and Techniques
The following sections list the available tools and techniques which can be used during the analyzation of the issue. The section focus on different techniques and the usage of the tools.

  • 2699939 - SAP HANA Emergency Suitcase
  • 2163520 - FAQ: SAP HANA Tools and Information for SAP Support (internal)

Further information about the tools itself (installation, configuration) can be found in the other articles:

✍️ Where can I find information about the available tools for SAP HANA (all types of use)?

📄 SAP HANA SQL Statement Collection
The reports are executable SQL statements which gives further information about the system or issue during the analysis of complex problems.

SAP Help Portal:

SAP Knowledge Base Article:

  • 1969700 - SQL Statement Collection for SAP HANA
  • 3311408 - Bookmark of SQL Statement Collection reports for SAP HANA

📄 SAP HANA KPI Collector (hdbkpic)
SAP HANA KPI Collector (hdbkpic) is a command line tool to collect SAP HANA database KPI information during troubleshooting.

SAP Knowledge Base Article:

  • 2899330 - FAQ: SAP HANA KPI Collector
  • 2927209 - FAQ: SAP HANA HotSpots (internal)

🔧 SAP HANA Dump Analyzer
The SAP HANA dump analyzer can be used to show certain important pieces of information in a different way to simplify the analysis.

SAP Knowledge Base Article:

  • 2498739 - How-To: Analyzing Runtime Dumps with SAP HANA Dump Analyzer

SAP Community:

🔧 SAP Kernel Snapshot Analyzer
The kernel snapshot analyzer is a standalone tool to systematically analyze issues from snapshot files or dev traces and create analysis reports. It highly simplifies the root cause analysis for SAP NetWeaver ABAP relevant issues and makes the troubleshooting experience easier and more user-friendly.

SAP Knowledge Base Article:

  • 3110588 - Kernel Snapshot Analyzer: Central KBA
  • 2640476 - How to analyze Server Snapshot with kernel snapshot analyzer
  • 2676688 - Frequently-Used Performance Analysis transactions and Tools

SAP Community:

🧩 Explain Plan - SAP HANA studio
The Explain Plan is a quick lightweight tool that shows you a compiled plan in tabular form without executing it. Explain Plan is a feature of the SAP HANA studio.

SAP Help Portal:

SAP Notes / Knowledge Base Articles:

  • 2410208 - Collect Explain Plan of a Prepared Statement
  • 3213814 - Collect Explain Plan for an SQL statement on SAP HANA
  • 2894967 - HAN-DB-PERF. FAQ: troubleshooting HANA performance issues (internal)
  • 2000002 - FAQ: SAP HANA SQL Optimization ➡️ 20. How does the EXPLAIN functionality work?

🧩 Plan Visualizer (PlanViz) - SAP HANA studio
To help you understand and analyze the execution plan of an SQL statement, you can generate a graphical view of the plan. Plan Visualizer is a feature of the SAP HANA studio.

SAP Help Portal:

SAP Knowledge Base Articles:

  • 3006720 - How-to Create & Export PlanViz in SAP HANA Database Explorer
  • 2073964 - How-to Create & Export PlanViz in SAP HANA Studio
  • 3213822 - How to create a PlanViz trace in DBACOCKPIT
  • 3189239 - How to create a PlanViz trace for a BW query from RSRT

SAP Support Wiki:

SAP Community:

🧩 Plan Trace - SAP HANA studio
Plan trace enables you to collect SQL queries and their execution plans, executed in a given time frame for a particular application session. Plan Trace is a feature of the SAP HANA studio.

SAP Help Portal:

  • SAP HANA Developer Guide - Plan Trace
  • SAP HANA Troubleshooting and Performance Analysis Guide - Plan Trace

SAP Knowledge Base Articles:

  • 3129041 - How to collect plan trace
  • 3284318 - How to generate a Plan Trace in SAP HANA Studio
  • 3284281 - How to generate a Plan Trace in SAP HANA Web-Based Development Workbench

🔍 Analyzing Techniques
There are some available documentations about how to start investigations on your own in case of experiencing issues.

SAP Help Portal:

SAP Knowledge Base Articles:

Using the contents of the SAP Knowledge Base article can prevent possible future problems from occurring.

  • 2400024 - How-To: SAP HANA Administration and Monitoring

What needs to be collected?

  • 2909779 - How to Collect Frequently Required Debug Info for Analyzing HANA Issues
  • 3346234 - What to share with support when opening a case on HAN-DB-PERF component

📉 Performance (PERF.)
Structured analysis of a performance-related problem.

🔋 Out of Memory (OOM)

  • 2332170 - How-To: Analyzing SAP HANA composite OOM dump
  • 3011480 - How-To : Troubleshooting SAP HANA Memory Consumption
  • 1984422 - How-To: Analyzing SAP HANA Out-of-memory (OOM) Dumps

🚫 Blocked Savepoint
SAP Knowledge Base Article:

  • 3014528 - How-To: Analyzing blocked savepoint runtime dumps

SAP Community:

🔋 Disk Utilization

  • 2988616 - /hana/shared volume full or growing
  • 3054023 - Monitoring hana/data volume growth
  • 3047379 - Monitoring hana/log volume consumption
  • 3195436 - Analyze high disk utilization in HANA Database

🌐 Product Support - Main Channel - Case/Incident
The following section explains the process itself (create, change, close) and the possible options which can happen with the case/incident (e.g. priority change such as increase or decrease and the possible reasons of the change, or duplicated incident which is not allowed by SAP Policy, etc).

⚠️ Terminology
Terminology - case vs. incident

  • 3067028 - What is the difference between "Incident" and "Case"? Why is there a terminology change?

⏏️ Create/Open/Reopen case/incident
Best practices to create the case/incident.

  • 1339209 - Best practices for creating a support case - SAP for Me
  • 1296527 - How to create a support case (contact SAP Product Support) - SAP for Me
  • 1922545 - How to create a perfect support case for SAP Product Support - SAP for Me
  • 2537073 - Can a closed (Confirmed/Confirmed Automatically) case be reopened? - SAP for Me

🔄 Change support case details
What and how can we change?

  • 2403394 - How to change support case details - SAP for Me

📎 Attachment
Information belongs to attachment (including file size).

  • 2258280 - Methods of exchanging files with SAP Product Support
  • 1277147 - How to add an attachment to a support case - SAP for Me
  • 1307471 - How to view an attachment in a support case - SAP for Me
  • 2820420 - How to delete attachments from a support case - SAP for Me
  • 1277146 - What file types can be attached to a support case? - SAP for Me

🛃 Support Assistant

  • 2836020 - Which products are available for the Support Assistant within the SAP ONE Support Launchpad Incident Form?
  • 2911451 - What is the Support Assistant feature and how do I use it to solve my issues faster?
  • 3040487 - Why some products are opening Support Assistant by default on the SAP ONE Support Launchpad Incident Form?

⚠️ Priority
Policy regarding the priority of the case.

  • 67739 - Priority of problem incidents
  • 19500 - The priority of your request has been changed
  • 1522544 - How to change the priority of a support case - SAP for Me

❗Remark: There are restrictions which categorise the case into "Very high" priority. If these are not valid the incident will be decreased to a lower priority by SAP.

⚠️ 1 Problem in 1 Case
1 Problem in 1 Case rule/policy.

  • 50048 - Several queries in one incident
  • 375196 - Separate incident for new problem and subsequent problem

It is mandatory to have separate cases for different (subsequent) problems as per SAP policy (to provide clear and consistent resolution for each problem on each system). SAP cannot handle multiple/subsequent issues in one case. This is against SAP policy. The System ID identifies the actual system where the issue belongs.

⚠️ System ID
Correct System ID usage policy.

  • 2543254 - Incorrect System ID in a case - SAP for Me
  • 2848890 - The importance of choosing the right System (and Product) for your case - SAP for Me
  • 3344969 - The importance of choosing the right Product and Product Function for your case

SAP Community:

❗Remark: If you experience an issue on multiple environment (e.g. test/dev/prod) you need to open 3 different case each one on the proper System ID (SID). This is not a duplication. SAP cannot handle the different systems in a same case, even if the issue seems to be the same. Also different system could have different version/revision or setup configuration. When FSID (full system info dump) files uploaded it has to match the reported System ID (SID), so there is no confusion. As a best practice the case number can be referred to indicate there is a connection between the cases.

⚠️ Duplicate case/incident
Duplicate incident policy.

  • 496553 - Duplicate Customer Incident (archived)
  • 2923627 - Duplicate Case: Inquiry to be processed under an existing case number

❗Important: You are not allowed to open multiple incident for the same issue. This is against SAP policy. If this happens the duplicated incident has to be closed immediately. Usually the earlier case (which was opened previously) has already processed and/or assigned to processor, so the previous one needs to be keep alive.

⚠️ 24 hours support
24 hours support policy.

  • 32736 - 24 hour support not possible in this language

❗Remark: In general the 7x24 support is available in English. There are few exceptions.

🔺 Escalation
How the escalation works?

  • 90835 - SAP Case Escalation Procedure
  • 560499 - Customer Interaction Center: Hotline - Email - Chat
  • 1281633 - Speed Up Processing of a Customer Incident

❗Remark: Escalation, priority change, speed up request can be done by you or based on your request. Do NOT open new case when you have already a case opened. In this situation ask through the proper channel to increase the priority of the case because of the changed situation.

🎦 Screen Sharing
It is not always feasible to look into the issue in real time. Each step takes a long time, can require documentation access, and is not efficient to do so in a meeting, especially for performance cases.

  • 2252278 - Remote screen sharing session vs. standard service connections and other details for SAP Support

🆗 Close case/incident
How to close the case/incident properly?

  • 1239839 - How to close a support case - SAP for Me
  • 2889234 - Unable to close a support case - SAP for Me
  • 2696914 - Can't close a case with a status of Sent to SAP Partner - SAP for Me

📅 Automatic Closure Time/Automatic Confirmation Time
Information regarding the Case Automatic Confirmation Time (Automatic Closure Time).

🔄 Feedback

  • 2331471 - How to provide Feedback on Case handling via SAP Support Interaction Survey - SAP for Me
  • 2899770 - How to provide feedback (SAP Support Interaction Survey) for automatically closed cases - SAP for Me
  • 2721778 - How to get and fill in "SAP Support Interaction Survey" in Solution Manager
  • 2665685 - SAP Support Interaction Survey (SIS) frequently asked questions - SAP for Me

🌐 Product Support - Other Channels
Next to case/incident there are other Product Support channels available.

The next SAP Knowledge Base Articles explains the usage of the different channels.

💼 Schedule a Manager (SaM)
Schedule a Manager is a Real-Time Support channel that allows you to book a phone call with product support manager to discuss a high-priority incident.

  • 2886006 - How to book a Schedule a Manager session
  • 2886040 - How to cancel or update a Schedule a Manager session
  • 2854599 - Schedule a Manager - Frequently Asked Questions - SAP Product Support

🔧 Schedule an Expert (SaE)
Schedule an Expert for open incidents enables you to book a 30-minute call to discuss technical details of the incident with the assigned support engineer.

  • 2482688 - Schedule an Expert - Getting Started
  • 2476729 - How to book a Schedule an Expert session
  • 2475939 - How to cancel or reschedule a Schedule an Expert session
  • 2478334 - How to join a Schedule an Expert session with Microsoft Teams
  • 2705707 - How to use Schedule an Expert for Open Incidents [VIDEO]
  • 2651981 - Schedule an Expert - Frequently Asked Questions - SAP Product Support
  • 2651182 - Schedule an Expert for Open Cases - Frequently Asked Questions - SAP Product Support

SAP Community Blog Post:

🔧 Ask an Expert Peer
Ask an Expert Peer allows customers to submit support-related questions to an expert peer group via a chat widget. When you submit a question to Ask an Expert Peer, a qualified and approved external expert works with you in a private conversation to resolve your issue through chat in real-time.

  • 3084291 - Ask an Expert Peer - Technical Requirements - SAP Product Support
  • 2998816 - Ask an Expert Peer - Frequently Asked Questions - SAP Product Support

💻 Expert Chat (Chat Support)
Information regarding Expert Chat support service:

  • Best suited for Medium (or occasionally High) priority issues. Very High issues cannot be handled by chat support.
  • The chat channel works the best for questions that can be answered in (around) 30 minutes.
  • Incident will be created every time after the chat session (even if the solution find during the session).
  • If solution cannot be presented during the chat session, it will be continued as a traditional incident (complex issue).
  • Speed up request should be asked from CIC: 1281633 - Speed Up Processing of a Customer Incident

SAP Knowledge Base Articles:

  • 2213344 - Starting an Expert Chat with SAP Support
  • 2570790 - Expert Chat Frequently Asked Questions - SAP Product Support
  • 2392095 - Requirements for a successful Expert Chat session with SAP Product Support

SAP Community Blog Post:

📈 Technical Performance Optimization (TPO)
Technical performance optimization can yield improvements in a customer’s SAP solution by helping the customer configure the solution in an optimal way. The identification and elimination of costly performance bottlenecks optimize the response times and throughput of the SAP solution.

🌐 Product Support - Automated Channels
There are automated tools that help customers perform analysis as self-support.
More complex tools in section: 🔍 Analyzing Techniques

💻 Support Log Assistant
The Support Log Assistant is a new service/tool that allows users to automatically analyze their support-related files directly from within their browser.

SAP Knowledge Base Articles:

  • 2838708 - Using the Support Log Assistant to automate support-related file analysis

🌐 Remote Support
Set up remote access so that SAP Support can quickly diagnose and solve cases you report.

SAP Support Portal:

SAP Notes:

  • 2281599 - SAP Remote Support Guideline
  • 1635304 - Central SAP Note for HANA support connections
  • 1773689 - How to add logon credentials (S-user ID and password) to the Customer Remote Logon Depot for a support case - SAP for Me

🔓 R/3 Support
Open R/3 connection and provide login credentials for the system in the Customer Remote Logon Depot as per following notes.

  • 812732 - R/3 Support service connection

Set the following authorizations for the sap product support user: S_DBCON and S_RZL_ADM. They are needed to monitor the database and collect the required data to move on with the analysis.

  • 2222220 - FAQ: SAP HANA DBACOCKPIT
  • 2925755 - DBACOCKPIT missing authorizations
  • 1640741 - FAQ: "DB users for the DBA Cockpit for SAP HANA".
  • 3299294 - Error "No authorization for table/view ... in schema SYS in database LOCAL." returned in DBACockpit

Provide access at least to following transactions DB01, DB02, DB13, DB20, DB21, ST03, ST04, ST05, ST06, ST11, ST12, ST22, SM21, SM36, SM37, SE38, SM50, SM51, SM66 and AL11.

🔓 SAP HANA database / SAP HANA MDC
Open a HANA Studio connection as described in SAP Notes.

  • 1592925 - SAP HANA Studio service connection
  • 2280051 - SAP HANA MDC service connection
  • 1747042 - Provide to SAP Support a Database User Having the Necessary Authorizations for Error Analysis

Knowledge Sources
The next SAP Knowledge Base Articles contains the links of the available sources.

  • 1054121 - The SAP Ecosystem in a Nutshell
  • 1921704 - Knowledge Sources for all SAP Software Products
  • 2594771 - The Solution Provided is Found in an SAP Knowledge Repository

Customer Influence and Adopt site
An Enhancement Request (ER) is a request for future product enhancements. You have the ability to work more directly with SAP technology and development group.

  • 1515837 - How To: Enhancement Request Process using the Customer Influence and Adopt site

Other articles in this series
✍️ Where can I find information about the available tools for SAP HANA (all types of use)?

Other articles in connected series
✍️ Collected information about memory in context of SAP HANA
✍️ Collected information regarding partitioning in SAP HANA (with examples)
✍️ Collected information regarding High Availability and Disaster Recovery in SAP HANA
✍️ Collected information about reclaim / shrink / defragmentation topic in context of SAP HANA persiste...

Do you have further questions?
Please do not hesitate to contact me if you have question or observation regarding the article.
Q&A link for SAP HANA: https://answers.sap.com/tags/73554900100700000996

Contribution
If you find any missing information belongs to the topic, please let me know. I am happy to add the new content. My intention is to maintain the content continuously to keep the info up-to-date.

Release Information

Release DateDescription
2023.03.29First/initial Release of the SAP Blog Post documentation (Product Information).
2023.05.12Create sub-section Logs, Dumps and Traces and add section Linux var log messages (/var/log/messages)
2023.05.13Create sub-section Support / Consulting / How-To and re-structured the content
2023.05.20Create sub-section Analyzing Tools and Techniques
2023.07.13Section restructured: Managing case/incident
2023.08.06Section updated: Managing case/incident
Sub-section added: SAP HANA SQL Statement Collection
2023.08.07Section renamed: from Managing case/incident
to Product Support - Main Channel - Case/Incident
Section renamed: from Product Support Channels to Product Support - Other Channels
2023.08.25Create sub-section Automatic Closure Time/Automatic Confirmation Time
2023.09.04Create sub-section Feedback
2023.09.14Create sub-section Special Support Processes
2023.09.15Create sub-section Remote Support
2023.09.24Create section SAP Learning and openSAP
2023.10.09Create section Product Support - Automated Channels
2023.11.23Create sub-section Screen Sharing
2023.12.06Create sub-section Technical Performance Optimization (TPO)
2023.12.13Create sub-section Gstack information and Linux sapsysinfo
2023.12.14Rename SAP Support/Community Wiki to SAP Help Portal - Support Content
2024.02.09SAP Community 2024 optimized content.
2024.02.25Create sub-section SAP Kernel Snapshot Analyzer and sub-section Server snapshot
2024.05.07Update sub-sections FSID and RTE with Cloud relevant details.
2024.05.08SAP HANA On-Premise and SAP HANA Cloud separation in multiple sections.
2024.06.27New home for openSAP courses. openSAP had been migrated to SAP Learning.
2024.08.16Create sub-section Change support case details.
2025.01.14Create sub-section Kernel Profiler.
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