Show TOC

Procedure documentationRecord Issues with the Support Session Locate 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). 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 MC. The snapshot can also be mailed to SAP support for further analysis.

Prerequisites

  • You have opened the SAP MC 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.

Procedure

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 timeout 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 Note

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

    End of the note.

  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 Note

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

    End of the note.

    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.

Finish a Support Session

In the context menu, choose Finish Support Session. The server log levels will be reset, and the snapshot is loaded into SAP MC

Cancel a Support Session

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.