When creating an SAP HANA Incident, what do I include?

Hello all,

I thought I would write this short blog on what exactly is needed when opening an incident for SAP HANA.

Each day I see many incidents losing valuable processing time because the correct information is not provided from the beginning.

I would like think this has already been covered here in the past but I think this is something that should be refreshed every now and again.

Looking at this note each time before opening an incident could decrease the time spent processing:

1758890 – SAP HANA: Information needed by Product/Development Support.

Also, having remote connection open (successfully tested) for the engineer also saves valuable time. If you could please refer to Notes 1592925 and 1635304. These notes will guide you through the process of opening valid remote connections. In all this leads to a better support for the user.

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When creating an incident in relation to HANA Smart Data Integration (HAN-DB-SDI), please include the information from SAP Note 2242094 before sending to SAP Support.