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RELEASE STATUS - GENERAL RELEASE

Overview

The support log assistant is an SAP Cloud Platform application that allows users to scan their own support related files for known issues and recommendations. 

This provides the user with a self-service method of analyzing, reviewing and packaging up their log, trace and configuration related files in an effort to find solutions that can help them maintain a healthy environment.   

The log assistant leverages a database of known issues, conditions and recommendations that is maintained by SAP Product Support (support) on a regular basis.   

Support Log Assistant

September 16, 2019 - The Support Log Assistant standalone tool has now been Generally Released for customers to access and analyze support related files.

August 17, 2019 - The Support Log Assistant has been integrated into the SAP Support Portal with the Incident Form.
See the below release notes for more information:

Release Notes Wave 6 / 2019 - SAP ONE Support Launchpad and SAP ONE Support Application
Open Release Notes

November 6, 2020 - Support Log Assistant 2.0 is generally released.  For more information see below.

Latest News


DateNewsRelated
1-30-2019Pilot Demo video releasedSupport Log Assistant - Pilot Demo
1-30-2019Frequently Asked Questions page updatedSupport Log Assistant FAQ
8-17-2019Support Log Assistant standalone tool is not available, but the Support Log Assistant analysis is now integrated in the Support Launchpad Incident Form for select components.

Open Release Notes

09-16-2019The Support Log Assistant standalone tool is generally released for customer and internal use.


11-6-20The Support Log Assistant 2.0 client is generally released for customer and internal use


Pilot Release has ended (Feb 2019 - Aug 2019)


General Release of the Support Log Assistant

The Support Log Assistant standalone version was made generally available to customers and internally on 9/16/19.

Getting Started

The get started, we recommend you watch the short video linked below.  The main purpose of the tool is to provide a way to scan the contents of text files and find known issues and solutions based on that contents.  

Demo - Video



Accessing the tool

>> Link to the Support Log Assistant Tool

Adding Files to analyze

  1. Access the Support Log Assistant Tool and click the Add Files link.
  2. Navigate to the directory where your log files are stored.
  3. You can add multiple log files at once using the shift or control keys to add them.  You can also drag and drop files onto the page.
    NOTE:  No files are uploaded to SAP during this entire process and your files are analyzed locally within your browser
  4. Once the log files have been selected, they will be scanned to see if we can identify what type of log file they are.  The files we are able to identify will be listed in the top.  Below that will be files are not able to identify and scan.  
    NOTE:  If a conflict is identified because a file type or name pattern matches more than one rule in our database, there will be a drop down available next to the file name in the list.  In this situation we would need the end user to provide more information to help us identify which log it is, in order for proper analysis to be done.  Select the correct file type in the drop down and click the save button next to it to properly identify the file.
  5. Note in the top blue bar on the page it tells how many files are identified and eligible for scan.

File Analysis

After you have selected the files you would like analyzed, scan files button in the lower right hand corner or the step 2 in the upper left hand:

  1. The analysis will start and open to the next page where Alerts, Files, and Additional details tabs will be listed.
  2. Click the Alerts tab to see the list of known issues.  Alerts are known issues or troubleshooting suggestions and will have solutions or suggestions linked to them.  You can link directly to the solution to see what can be done about the issue.

  3. List of files
  4. Click the Additional Details icon to see the actual lines in the analyzed logs that have been flagged underlying each alert.  You can click the items in the list to go to the flagged line, and also then expand that area of the log to see surrounding lines of the flagged lines of the log for context.
  5. After scanning at anytime you can download the Analysis report or the Analysis report and the log files that were attached to zip file.


Summary

  1. Click the Summary step to provide feedback or see a short summary of the issues found and their solutions.
  2. If this didn't solve your issue, you can click the Contact SAP Support link to access other ways to receive support/help with your issue.

Alerts

Alerts are displayed when one or more conditions are found within the files that were analyzed that then can link to a possible solution such as a knowledge base article.  For example, if a particular version of the product was detected and/or a specific error was found. The alerts are linked to a solutions or troubleshooting information that can aid you in resolving the issues that were detected.

Solutions

Solutions are provided for each alert.  The alert may have 1 or more solutions associated to it and they are usually Knowledge Base Articles (KBAs), SAP Notes, Guided Answer trees, SAP Wikis, or other links to helpful content.  

Additional Details

Additional details are lines in the analyzed files that are called out because they are messages that could indicate an issue or could be supportive information to aid in the investigation of an issue.  These are error, warning or info level lines in a log, including errors, operating system information or user name information.   The flagged lines will help give an overview or summary of the important file content that the customer or SAP Product Support can review as a starting point.

Preview Log Entries

 When you click on the additional details lines, it takes you to a list of the issues or lines of interest found in the analysis.  Right from this section, you can see the full line of the log that has been identified.  You can then expand that section to see the surrounding lines in the log file.  This helps with context of where the issue was found in the logs and what else is going on around it to aid in troubleshooting.

View / Download Analysis Report

 After you have reviewed any Alerts that were identified, press the the link Download Analysis Report in the upper right banner.  This will allow you to view the Alerts and information that was found in the scan as well as download this report as a pdf to save later.  This report will also contain any solutions that may have been linked to these issues that were found.

Download Report and Log Files

This functionality allows you to archive the log files that you selected in to one zip file for future reference or for providing to Product Support if you need further help troubleshooting.  The analysis report is also saved and added to the archive.

Contact SAP Support

If the log analysis done was not enough to help you resolve your issue on your own or no solutions provided were helpful, please choose any of the options in the Contact Support section to get further assistance from Product Support experts.  Prior to choosing a next step, please use the Download Report and Log Files link to archive the log files and the analysis report to provide to support.

Feedback 

We would appreciate your feedback on this tool, especially during the pilot.  Please submit feedback to us via the tool (top right hand corner) or via our email group - ps_dp_tools@sap.com 

Frequently Asked Questions

A list of frequently asked questions can be found here:  Support Log Assistant - FAQ

Contact Us

Please contact us via email with any feedback, questions, or issues you encounter with the Support Log Assistant ps_dp_tools@sap.com

Get Support

You can contact us via the feedback icon in the top right hand corner of the tool itself.  You can also email the team at:  ps_dp_tools@sap.com

Submit an Enhancement Request

We would love your feedback on how to make this tool more useful.  You can submit enhancement requests via the feedback form within the tool or drop us an email at:  ps_dp_tools@sap.com

Personal Data 

The Support Log Assistant application does not store any human readable personal data.  It uses the Service Marketplace ID (S-User ID) in a hashed format to relate the data gathered during a session.  This data is only used to provide feedback to Product Support on which alerts, solutions and file types are most useful and which one may need a review for further improvement.

Any inquiries around the use and collection of personal data can be sent directly to the following mailbox:

Email:  ps_dp_tools@sap.com (Auto subject line)


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