We’ve heard from you — our customers and partners — and you want more power in identifying and resolving issues on your schedule and at your speed. We are introducing a new tool that will empower you to automate and expedite a core aspect of incident resolution — File analysis.
The tool is called the Support Log Assistant and it’s available for our Business Intelligence Platform customers today!
SAP Product Support deals with a lot of different types of files when supporting our customers. These files could be log, trace, configuration or really any type of text file that contains useful information for troubleshooting and diagnostics.
Currently, customers and partners attach these files to a support incident at the request of the SAP Product Support engineer that is working with them on the issue. The engineer then analyzes these files and looks for known issues or clues as to what could be causing the issue.
This works well today and with the introduction of the Support Log Assistant tool, we can make this process automated and available 24 hours a day, 7 days a week for our customers.
The Support Log Assistant works by using the end users browser to scan the selected files for known issues, interesting entries or other important details that can help identify problems. These are presented as alerts, along with proposed solutions, and a detailed Analysis Report is also generated as a summary of the scan results.
Check out the video below for demo of the tool in action
The Support Log Assistant empowers you to automate issue resolution and speed up the analysis of your support related files. As of March 20th, 2019, the Support Log Assistant can detect over 110 different file types and will detect over 200 analysis objects. SAP Product Support is committed to growing these numbers daily and expanding the product areas that are covered by this tool.
The Support Log Assistant is available today with a controlled roll-out for our Business Intelligence Platform customers. The tool is free and can be found here:
There is also a Wiki site that covers the basics of this tool here:
Try it today and make sure we hear from you! Share your feedback.
Product Owner – Support Log Assistant
Feedback, Comments & Questions e-mail: firstname.lastname@example.org