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Expert Level File Analysis using the Support Log Assistant

Troubleshooting and resolving technical issue with any software can be a challenge at the best of times.  It usually takes a combination of three main components:

  1. Troubleshooting / Trial and Error
  2. Technical Details via Log, Traces or Configuration Checks
  3. Expert-Level Knowledge of the Software

We don’t always have all 3 of the above components and that is when SAP Product Support is often involved by opening a chat or incident.

SAP Product Support or Development Support has the expert-level knowledge of the software and can use the details you supply, including support files like logs and traces, and can help you find known issues and solutions!

The downside?   It can take time to get to the right expert!

 

What if I told you there was a way to skip the chat / incident and get an expert-level analysis of your log files in real-time?  Saving you lots of time and getting your issues resolved fast.

SAP Product Support has developed a tool called the Support Log Assistant – Self Service Tool to provide you exactly this service.

Demo video below:

The support log assistant allows users to select files from their local disk and scan them against an ever-growing database of known issues and solutions.  It does this directly in the web browser too and is available 24/7.

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Think of this as a log analyzing machine.  You feed the logs in at the top and out the other end you get Alerts, Solutions and more!

A new version of this tool was just released on November 6th, 2020 and is available for everyone at the link above and in the resources section below.  We’d love to hear your feedback on how we can make this tool even better or if you have any issues using it.

Feel free to use the built in feedback option in the top right-hand corner or email us directly with any feedback.

 

The tool was redesigned with the user experience in mind.   We kept it simple and broke it up into 3 easy steps.

  1. Add Files – Don’t worry about what type of files you select.  We will detect which files we can or cannot scan.
  2. Scan Files – During this process, we will scan the files that we can and ignore the ones we can’t.  This all happens on your machine locally so no privacy issues.
  3. View Summary – We’ll show you anything important that we found

More resources to help get you started below.

Give it a try today!

Resources

Support Log Assistant 2.0 – Self Service Tool

Support Log Assistant – Wiki

Support Log Assistant – FAQs

Support Log Assistant – Self Service Tool Overview [Video]

List of File Types that can be Analyzed

2990062 – What is the Support Log Assistant and how can I use it to find known issues and solutions?

2838708 – Using the Support Log Assistant to automate support-related file analysis

Other Troubleshooting Tools

 

Thanks!

Jonathan Brown

SAP Product Support

Product Owner:  Support Log Assistant Tool

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