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Information to Include in a Support Request

To help you with your problem, our support team needs some information on your software and environment. The information required depends on the particular PAS component for which you need help.

Please note, that the quality of your report plays a significant role in reducing time that we need to fix the problem.

Required General Information

Regardless of the affected component of the Scheer PAS platform, we kindly ask you to always provide us with the following basic information for each support request:

Sample data is displayed in gray.

Item

Information

Example

Version

Which version of Scheer PAS do you have installed? You can see the version you are using in the lower right corner of the Scheer PAS Portal.

  • Scheer PAS 20.1.8

  • Scheer PAS 21.2.1

The Scheer PAS version also clearly defines the version for the individual components. If you want to know more about which version of a component is included in a specific Scheer PAS version see Scheer PAS Release Notes.

If you are using Scheer PAS version 21.2.1, Scheer PAS Designer version 3.2.0 is associated with it.

System

On which system did the error occur? If you are not sure, just send us the URL from the address line of your browser.

  • Test

  • Productive

Network

  • In which network is the application running (routing problems)?

  • Have internal infrastructure points (such as firewall, routing, general accessibility, system load, storage space, certificate validity or other known changes in hosting in the immediate past) already been checked?

  • If relevant, please supply helpful network information (e.g. contextual network settings for a clustered database setup).


User

Which user was affected by the problem and when? Please send us the respective user name and the time when the error occurred.


Browser

In which browser did the problems occur? If possible, send us also the browser version.

  • Chrome Version 79.0.3945.130

  • Firefox 60.7.2esr

Operating System

Which operating system do you use on your client device?

  • Windows 10

  • Ubuntu 18.04.1 LTS

Available Memory

What is the available memory of your operating system?


Component

In which component and in which version did you observe the error?

  • Administration

  • User Management

  • API Management

  • Designer

  • ...

Problem Description

  • Please describe the problem / error as detailed as possible with a step-by-step description.

  • Is there a reproducible way to reproduce the problem?

    • If so, it is very helpful to provide exact click paths: Which steps were performed/which buttons were clicked before the error occurred?

    • If possible, please attach screenshots, e.g. of the relevant page with the displayed error messages in the application or developer console. Please make sure that the screenshots show the entire page including the URL.

  • Are you still able to login to the respective Scheer PAS component and to navigate within the application?

    • If so, for which action does the error occur (e.g. you cannot open a specific view or a specific model/service/form etc.)


  • Add additional information about the problem / error.

    • Did the intended action previously work or was something new attempted (regression error)?

    • Are there any known errors  in other user activities (concurrency problems)?

The problem / error occurs

  • always

  • sometimes only

System Files

If connections with certain services are known, please attach all relevant log files or Kibana exports to your support request.


Required Administration-specific Information

Item

Information

Example

View

Does the problem occur in a specific view of the application?

  • User Management

  • Process Mining

Required Designer-specific Information

Item

Information

Example

View

Does the problem occur in a specific view of the application?

  • Explorer

  • BPMN Editor

  • Form Editor

  • Mapping Editor

  • or others

Namespace

In which namespace does the error occur?


Libraries

Which libraries do you use in your Designer project and in which version?


Deployment

Where do you want to deploy to?

We recommend using container deployment as the default deployment target starting with PAS 23.1. For further information see:

  • Integration component

  • Container

Support Data

If you need to open a support request related to problems with a Designer service, you should always attach the so-called Support Data. You can export the data via the Controls panel in the Designer:

grafik-20260408-110847.png


Required Analyzer-specific Information

If you have got problems with the Analyzer, find below a list of information we need to work on your request.

Item

Information

Analyzer version

You can easily find the version number by going to the Help > About menu.

There you can copy the whole version information by clicking Copy to Clipboard.

Builder project

If possible, zip the Builder project folder and send us the whole project this way or send us all involved repositories and all required resources. 

Installation Problems

Item

Information

Problem with Analyzer Installation

If you have got a problem with installing the Scheer PAS Analyzer, please provide us with

  • the name of the Analyzer installer file, e.g. AnalyzerInstaller-7.2.0.x64.exe

  • the operating system you tried to install the Analyzer on

  • On Windows systems: Open a Command Prompt and start the installer with AnalyzerInstaller-7.x.x.x64.exe >install.log.
    This will route all error messages of the installer to a separate log file. Attach this log file to your support request.

Required Process Mining-specific Information

Item

Information

Example

Database

Which database is used?

  • MySQL 5.7

  • SQL Server 2012

If the problem is related to the collection of the data, please include the following information:

Item

Information

analytics-collector-service

Send the logs of this service.

analytics-etl-service 

Send the logs of this service.

ETL Process

Status of the ETL process/the imports (you can check in the logs of the analytics-etl-service).

Service

  • Which service is affected?

  • Which service is collecting the data?

  • Check the Mining Administration: Is the option for log collection set (see Collecting Logs in the Administration Guide)?

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