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Monitoring and Troubleshooting

The document outlines the procedure for obtaining support for issues with the Joule service, including checking service status and reporting incidents through the SAP Support Portal. Users are advised to provide specific information such as region, subaccount ID, and steps to replicate errors when submitting incidents. Additionally, it highlights the importance of including the X-Correlationid for Web Client related issues and refers to SAP Note 67739 for incident prioritization guidance.

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9 views

Monitoring and Troubleshooting

The document outlines the procedure for obtaining support for issues with the Joule service, including checking service status and reporting incidents through the SAP Support Portal. Users are advised to provide specific information such as region, subaccount ID, and steps to replicate errors when submitting incidents. Additionally, it highlights the importance of including the X-Correlationid for Web Client related issues and refers to SAP Note 67739 for incident prioritization guidance.

Uploaded by

venulaca
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Monitoring and Troubleshooting

Find out how to get support.

Getting Support
If you encounter an issue with this service, we recommend to follow the procedure
below.

Check Service Status

Check the availability of Joule at SAP Trust Center or Cloud Availability Center .

For more information about selected SAP Business Technology Platform incidents,
see Root Cause Analyses.

Contact SAP Support

You can report an incident or error through the SAP Support Portal. For more
information, see Getting Support.

Please use the following component for your incident:

Component Name Component Description

CA-JOULE JOULE

When submitting the incident, we recommend including the following information:

 Region information (EU10, US10, for example)

 Subaccount ID

 The steps used to replicate the error

 Screenshots and network trace

While reporting Web Client related issues or processing error issues, you must provide
the X-Correlationid of the request. Follow these steps to get the X-Correlationid:
 Start the conversation with Joule until the error occurs.

 Open the console of your browser.

 Under the network tab, select the latest occurrence of your assistant name.

 Copy the X-Correlationid on the right side of the screen.

Note
SAP Note 67739 explains how to use different incident priorities and provides
information about what must be done to ensure prompt processing of incidents. Please
follow the information in the note and set the priority of the incident accordingly. For
more information, see Customer Center of Expertise Program by SAP.

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