Recording Issues with the Support SessionLocate this document in the navigation structure

A support session helps to analyze system problems. The session allows a set of related log locations and categories to be set and reset.

Prerequisites

  • You have opened the SAP Managament Console perspective in the Developer Studio.

  • You are connected to the system.

  • The Java system is running.

  • One running support session can be associated with a server at any time.

Context

As a basic use case, a support session is initiated in which the relevant log locations are set to an appropriate debug level. The administrator then reproduces the problem. After the problem has occurred, the administrator can finish the support session, creating a system snapshot and loading it into the SAP Managament Console (SAP MC). The snapshot can also be mailed to SAP support for further analysis.

Procedure

  • Proceed as follows to initiate a support session:
    1. In the navigation view, open the tree structure and navigate to the system node for which you want to start the support session.
    2. In the context menu of the system node, choose Start Support Session.
    3. Set the support session time out in the first window. After the support session is initiated, a snapshot will be drawn and log levels reset if this time limit is reached without the user finishing or cancelling the support session.
      Note

      The SAP MC must be running when the time out occurs. Otherwise the support session is terminated the next time the user starts the SAP MC.

    4. Select one or more support session templates in the next window. A support session template is a set of log locations and categories, each with a desired log level. Fine tune the log locations and levels using the Advanced view. The set of templates is extensible, and SAP support may issue additional templates to support particular problems.
    5. Select additional log files in the next window.
      Note

      Do not change the settings until you are sure about what you need!

      The snapshot contains the most important log files. If you are interested in particular results, select one of the offered log types.

    6. Select the snapshot path and Finish.
      The Running Support Session icon appears in the SAP MC view.
  • Proceed as follows to finish a support session:
    1. In the context menu, choose Finish Support Session
      The server log levels will be reset, and the snapshot is loaded into SAP MC
  • Proceed as follows to cancel a support session:
    1. In the context menu, choose Cancel Support session.
      The server log levels will be reset, and the running support session icon will disappear from the view.