Product Information
Where can I find knowledge and information belongs to SAP HANA?
last updated: 2023-05-20
Introduction
During the process of operating and monitoring the SAP HANA database you probably need huge knowledge and information. The knowledge is very fragmented (Help Portal, Blog post, SAP KBA, SAP Note, other). In order to simply and make content consumption easier I have created a centralized page. Further I would like to help you to find the best available way to get the knowledge (information) in time. It is essential to identify that your needs or question belongs to for example a “How-to” question or a known product issue, so the required information probably already available, you need only find them. In that case the information is available right now. If you need further assistance (in case of more complex issue / question) so probably you need help from SAP Support which is more time consuming. Understanding and keeping the rules, requirements of the support process will ensure the effective support in a timely manner. The analyzation of the issue can be done by you based on available documentations like traces and logs and also analyzation tools and techniques.
Table of Content
- Where can I find knowledge and information belongs to SAP HANA?
- SAP Help Portal
- SAP Support Portal
- SAP Community
- SAP Guided Answers
- SAP Support/Community Wiki
- SAP HANA Academy
- SAP Notes & Knowledge Base Articles
- Bookmark
- Entry point to the knowledge of SAP HANA
- Central Notes
- Application Component Hierarchy
- Already known issues
- Information needed by Product/Development Support
- Support / Consulting / How-To
- Logs, Dumps and Traces
- Analyzing Tools and Techniques
- Managing incidents
- Knowledge Sources
- Product Support (Guided Answers / Schedule an Expert / Expert Chat / Support Assistant)
- Customer Influence and Adopt site
- Other articles in connected series
Where can I find knowledge and information belongs to SAP HANA?
- SAP Help Portal – Home
- SAP Support Portal – Home
- SAP Community – Home
- SAP Guided Answers – Home
- SAP Support/Community Wiki – Home
- SAP HANA Academy – YouTube
- SAP Notes & Knowledge Base Articles
This is the initial entry point of the official SAP HANA documentations.
- SAP Help Portal – Home
❗Remark: The above list is not a complete list of the available pages only an extract from the most important ones. The menu structure needs to be discovered by each user based on the actual requirement.
- 2402628 – Where can documentation for current and earlier SAP HANA releases be found?
This is the initial entry point of the official SAP Notes, Knowledge Base Articles, Guided Answers and more. There is information about the ways to reach out SAP HANA Product Support (PS) or links to SAP Software Download Center.
- SAP Support Portal – Home
- SAP Support Portal – My Support – Product Support
- SAP Support Portal – My Support – Knowledge Base
- SAP Support Portal – My Support – Software Downloads
- SAP Support Portal – Tools – Connectivity Tools – Remote Support
- SAP Support Portal – Maintenance – Product Availability Matrix (PAM)
❗Remark: The above list is not a complete list of the available pages only an extract from the most important ones. The menu structure needs to be discovered by each user based on the actual requirement.
In many case the community can give the proper answer to the question within no time. Also many information already available. It can be a good choice from time perspective.
- SAP Community – Home
- SAP Community – Q&A link for SAP HANA
- SAP Community – Q&A link for SAP HANA, express edition
❗Remark: The above list is not a complete list of the available pages only an extract. The menu structure needs to be discovered by each user based on the actual requirement.
Interactive documentation designed to help troubleshoot issues, navigate processes and guide through tasks.
- SAP Guided Answers – Home
- SAP Guided Answers – Working with SAP Product Support
❗Remark: The above list is not a complete list of the available pages only an extract. The menu structure needs to be discovered by each user based on the actual requirement.
Repository maintained by engineers with technical content displaying configuration scenarios, system behaviour, recommendations, product FAQ and much more.
❗Remark: The above list is not a complete list of the available pages only an extract. The menu structure needs to be discovered by each user based on the actual requirement.
The SAP HANA Academy provides Technical Enablement, Implementation and Adoption Support for Customers and Partners with 1000’s of free tutorial videos.
- Blog Posts – by the SAP HANA Academy
- SAP HANA 2.0 editions and options – by the SAP HANA Academy
- SAP HANA 2.0 editions (2018) – by the SAP HANA Academy
SAP Notes & Knowledge Base Articles
Here are the list of the most important SAP Notes & Knowledge Base Articles which belongs to SAP HANA. The list contains elements which explains support processes, different types of communications or solution finding. There are some initial and essential documentation also listed below.
IMPORTANT !
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Bookmark
🔖 2872774 – Bookmark of Frequently Asked Questions for SAP HANA
Entry point to the knowledge of SAP HANA
There is a basic SAP Notes & Knowledge Base Article (belongs to SAP HANA) which represents general information and acts like an essential entry point to the knowledge.
- 2000003 – FAQ: SAP HANA
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There are some central documentation belongs to SAP HANA. These are essential documentations.
- 1514967 – SAP HANA: Central Note
- 1523337 – SAP HANA Database 1.00 – Central Note
- 2380229 – SAP HANA Platform 2.0 – Central Note
- 2958224 – SAP HANA Revision Release Details
- 2021789 – SAP HANA 1.0 Revision and Maintenance Strategy
- 2378962 – SAP HANA 2.0 Revision and Maintenance Strategy
- 2963319 – SAP HANA DB: SAP HotNews Central Note
- 2375176 – SAP HANA Revisions and SAP HANA Studio Versions
- 1603671 – SAP HANA 1.0: Software Components and Software Download
- 2380291 – SAP HANA 2.0 Cockpit Central Release Note
- 2433181 – SAP HANA 2.0 Cockpit Revision and Maintenance Strategy
Application Component Hierarchy
The following SAP Note is essential to understand the component structure of SAP HANA in case of the incident handling. To open a case in a proper component, will save a lot of time, because there is no need to reroute/redirect the case to the component where the issue belongs to.
- 1976729 – Application Component Hierarchy for SAP HANA
The already known issues are documented well and solution or workaround can be implemented using the SAP recommendations.
- 2951859 – Understanding HANA “Issue number” Referenced in SAP Notes
Information needed by Product/Development Support
The following information will be necessary to open a support ticket in a proper way in SAP HANA component.
- 3081470 – SAP HANA HDI: Information needed by Development Support
- 2691501 – SAP HANA MDS: Information needed by Development Support
- 1758890 – SAP HANA: Information needed by Product/Development Support
- 2904098 – SAP HANA Cloud: Information needed by Product/Development Support
- 2903857 – SAP HANA Service: Information needed by Product/Development Support
- 1339209 – Best practices for creating a support incident – SAP ONE Support Launchpad
There are different types of “support” processes need to be used in different scenarios.
⤵️ Support
Definition: SAP Product Support (PS) and Development Support (DS) working on reported issues and do support to customers with their incidents.
⤵️ Consulting
❗Remark: Incidents classified as How-To or Consulting requests should not be raised via a Support incident.
- 83020 – What is Support – What is Consulting: On Premise Solutions
- 2706322 – What is Support – What is Consulting: Cloud Solutions
⤵️ How-to Questions and Community
The next SAP Knowledge Base Articles explains the usage of the community channel in case of “how-to” questions.
- 2973358 – SAP Community: Preferred Support Channel for How-To Questions
- 2575334 – How to use the SAP Community to get assistance on consulting issues
- 2536742 – Where can I find resources, help, whitepapers, SAP Community discussions, SAP Community Wiki, how to’s and other information about SAP HANA DB?
There are different files necessary in different types of investigation. The SAP Knowledge Base Article lists all the available trace types and the reference documentations.
- 2119087 – How-To: Configuring SAP HANA Traces
The below sub-sections gives more information about the usage of the different types of traces, including how to gather them and when to collect them (in case of what kind of issue we need them).
⤵️ Full System Info Dump (FSID)
SAP HANA full system info dump (FSID) is a collection of trace files and configuration that is collected upon request from SAP Support to analyze an issue at SAP HANA Database level. This is an essential information for the investigation the issue or root cause analysis.
- 2573880 – FAQ: SAP HANA Full System Info Dump
- 1732157 – Collecting diagnosis information for SAP HANA [VIDEO]
- 2598171 – How-To: Troubleshooting of issues related to creating or uploading the HANA Full System Info Dump (Guided Answers)
❗Remark: When you open a case e.g. for an RCA (root cause analysis) that is a good practice to upload the full system info dump for analysis (SYSTEMDB and Tenant DB) right away.
⤵️ Runtime Dump (RTD)
A SAP HANA runtime dump is a text file that provides various information about the current state of the SAP HANA database. Runtime dumps are essential for SAP support to understand the SAP HANA behavior in a problem situation (real time).
- 2400007 – FAQ: SAP HANA Runtime Dumps
- 1813020 – How to generate a runtime dump on SAP HANA
- 2462851 – How to generate a runtime dump – Guided Answers
❗Remark: When you experience the issue collect the runtime dump during the issue occurs (e.g. performance issue) in real time.
⤵️ Linux var log messages (/var/log/messages)
Operating system (OS) log data. In many case the folder /var/log/messages contains also important information which help to investigate the exact issue.
Analyzing Tools and Techniques
The following sections list the available tools and techniques which can be used during the analyzation of the issue.
⤵️ SAP HANA Dump Analyzer
The SAP HANA dump analyzer can be used to show certain important pieces of information in a different way to simplify the analysis.
- 2498739 – How-To: Analyzing Runtime Dumps with SAP HANA Dump Analyzer
- Analyzing SAP HANA Runtime Dumps with SAP HANA dump analyzer
The following section explains the possible options which can be happen with the case (e.g. priority change such as increase or decrease and the possible reasons of the change, or duplicated incident which is not allowed by SAP Policy).
- 67739 – Priority of problem incidents
- 19500 – The priority of your request has been changed
- 1522544 – How to change the priority of a support incident – SAP ONE Support Launchpad
❗Remark: There are restrictions which categorise the case into “Very high” priority. If these are not valid the incident will be decreased to a lower priority by SAP.
- 496553 - Duplicate Customer Incident
❗Important: You are not allowed to open multiple incident for the same issue. This is against SAP policy. If this happens the duplicated incident has to be closed immediately. Usually the earlier case (which was opened previously) has already processed and/or assigned to processor, so the previous one needs to be keep alive.
❗Remark: If you experience an issue on multiple environment (e.g. test/dev/prod) you need to open 3 different case each one on the proper System ID (SID). This is not a duplication. SAP cannot handle the different systems in a same case, even if the issue seems to be the same. Also different system could have different version/revision or setup configuration. Also when FSID (full system info dump) files uploaded it has to match the reported System ID (SID), so there is no confusion. As a best practice the case number can be referred to indicate there is a connection between the cases.
- 32736 – 24 hour support not possible in this language
❗Remark: In general the 7×24 support is available in English. There are few exceptions.
- 90835 – SAP Incident Escalation Procedure
- 560499 – Customer Interaction Center: Hotline – Email – Chat
- 1281633 – Speed Up Processing of a Customer Incident
❗Remark: Escalation, priority change, speed up request can be done by you or based on your request.
The next SAP Knowledge Base Articles contains the links of the available sources.
- 1921704 – Knowledge Sources for all SAP Software Products
- 2594771 – The Solution Provided is Found in an SAP Knowledge Repository
Product Support (Guided Answers / Schedule an Expert / Expert Chat / Support Assistant)
The next SAP Knowledge Base Articles explains the usage of the different channels.
- 2492603 – How to use Guided Answers
- 2476729 – How to book a Schedule an Expert session
- 2213344 – Starting an Expert Chat with SAP Support
- 2911451 – What is the Support Assistant feature and how do I use it to solve my issues faster?
Customer Influence and Adopt site
An Enhancement Request (ER) is a request for future product enhancements. You have the ability to work more directly with SAP technology and development group.
- 1515837 – How To: Enhancement Request Process using the Customer Influence and Adopt site
Other articles in connected series
✍️ Collected information about memory in context of SAP HANA
✍️ Collected information regarding partitioning in SAP HANA (with examples)
✍️ Collected information regarding High Availability and Disaster Recovery in SAP HANA
Do you have further questions?
Please do not hesitate to contact me if you have question or observation regarding the article.
Q&A link for SAP HANA: https://answers.sap.com/tags/73554900100700000996
Contribution
If you find any missing information belongs to the topic, please let me know. I am happy to add the new content. My intention is to maintain the content continuously to keep the info up-to-date.
Release Information
| Release Date | Description |
|---|---|
| 2023.03.29 | First/initial Release of the SAP Blog Post documentation (Product Information). |
| 2023.05.12 | Create sub-section Logs, Dumps and Traces and add section Linux var log messages (/var/log/messages) |
| 2023.05.13 | Create sub-section Support / Consulting / How-To and re-structured the content |
| 2023.05.20 | Create sub-section Analyzing Tools and Techniques |
Where can I find knowledge and information belongs to SAP BO ?