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RELEASE STATUS - GENERAL RELEASE

Overview

The support log assistant is a cloud 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

Latest News

The log assistant is currently available as a limited release pilot.   During the pilot release, the tool will be available for all customers but will only be able to scan files used by a few select products within the SAP landscapes.  

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. 

 

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 below to see the Support Log Assistant tool in action.  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.
    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.  They will be flagged with the following statuses:

     Identified - the tool was able to identify the type of log and will be able to do analysis on it based on the scenarios and log files we have entered in our database.
     Conflicts -  a conflict is identified when a file type or name pattern matches more than one rule in our database.  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.
     Unidentified - the tool was not able to identify what type of log file was added based on the scenarios and log files we have entered in our repository.  You have the option to enter a description of this log file to help us identify what it is.

  5. If there is a stethoscope icon next to any of the log files that were selected, this means the tool has identified this log file as having more in depth analysis available based on scenarios in our database.

File Analysis

 After you have selected the files you would like analyzed, press the Next button to start the file analysis process:

  1. The analysis page will list the analyzed files as well as any alerts (errors with known issues) and flags (errors, warnings or messages in the log that should be looked at further to see if they are an issue or aid in troubleshooting).
  2. Click the Alerts icon to see the list of known issues.  Alerts are known issues and will have solutions linked to them.  You can link directly to the solution to see what can be done about the issue.

  3. Click the Flags icon to see the actual lines in the analyzed logs that have been flagged.  You can click the eye glasses icon 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 around what was flagged.

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.  

Flags

Flags 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 Flags icon, 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 / Save Analysis Report

 After you have reviewed any Alerts or Flags that were identified, press the next button to go the Session Summary page.  In this page you can View the Analysis Report which will contain all log files and lines that were found as alerts or flags during the analysis.  This report will also contain any solutions that may have been linked to these issues that were found.

You can View the Analysis report by clicking the View Analysis Report button.  After viewing the report, you can save the report off as well.

Archive (zip) Files

The Archive 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.

Next Steps

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 Next Steps section to get further assistance from Product Support experts.  Prior to choosing a next step, please use the archive functionality 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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