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
Version	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.)
Problem Description	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.

For requests related to the integration component (Bridge), see also Support Request for Standalone Integration (Bridge).

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 deloyment target starting with PAS 23.1. For further information see: Designer Guide: Service Deployment Details Administration Guide: Controlling Containerized xUML Services (Docker) Controlling Containerized xUML Services (Kubernetes)	Bridge 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:

Required Integration (Bridge)-specific Information

If you have got problems with one or more xUML services, find below a list of information we need to work on your request.

Item	Information	Example
Version number of the xUML Runtime	If you do not know your Runtime version number, open the Bridge administration console, go to the Bridge node and look at the Runtime tab (see also Managing a Bridge Node Instance).	2022.1 [BASE,SAPNW]
Operating system	Operating system the Bridge is running on (PAS Operating system)
Configuration of the service	The configuration of a service consists of xUML Service Settings Preferences of an xUML Service
bridgeserver log file	bridgeserver log file of the day the error occurred For each day, the Bridge creates a new log file in the following directory: `<bridge data directory>\bridge_<name of the service>\logs\bridgeserver_<date>.log` You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services).
Problem concerns a specific functionality	If your problem touches specific functionality, please prepare a minimal project that reproduces the problem and attach it to your support request. We need: the XML model file, the compiled repository, test case(s) Providing us with a model that requires additional backends slows down the work significantly! If you cannot reduce your project, send the complete Bridge project including model, compiled repository and test cases.

Specific xUML Service Problems

If you have a specific problem, we may need additional information:

Item

Information

xUML service does not start

If an xUML service does not start, we need the start log of the service.

The Bridge logs startup information to a file in the following directory: <bridge data directory>\bridge_<name of the service>\logs\start.log

You can collect the log file from this location or download it directly from the Bridge (see Logging of xUML Services).

xUML services crashes

If an xUML service crashes (

sign in the Bridge), we need the start log (see above) and the Bridge project including model, compiled repository and test cases.

If you can not reproduce the error:

If the Java adapter is used in the service, send file<bridge data directory>\bridge_<name of the service>\hs_err_pid<process_number>.log.
On Windows, enable full user-mode dumps in Windows Error Reporting and install the symbol xUML Runtime packages for the dump file to be created next time the service crashes. You can request the symbol packages from our support.
On Unix, enable core dumps. You have got two possibilities to do this:
- Log in as Bridge user and manually start the xUML service using the command:
  CODE
```
<bridge data directory>/bridge_<name of the service>/bin/start.sh <bridge prog directory>
```
  Enable core dumps on the Bridge by editing file <bridge prog directory>/bin/e2e_console.sh.
  Find the line
  CODE
```
echo ulimit -S -c 0 >> $TOMCAT_SCRIPT
```
  add a #-sign in front of the line (to comment this line out) it and restart the Bridge.

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)?

Required BPaaS

Please send us an export of the affected project or app project (see Exporting Models in the BPaaS Guide) with any support request regarding BPaaS.

Problems with Modeling

If your request concerns problems with modeling, please always send us the following required information:

Item	Information
Profile	What is the name of the profile where the faulty app is stored?
Project	What is the name of the project in which the associated app project is stored?
App Project	What is the name of the app project where the problem occurs?
EPC Model	In which EPC model do the difficulties occur? At which process step?
Process Apps (Create / Overview)	Please tell us the names of the Process Apps that were created in the App project.

Execution Problems/Faulty Instances

The information required for requests concerning execution errors that include faulty instances is largely identical to the information required for problems with modeling. In addition to this, the following information is also required:

Item

Information

Form

In which form do the errors occur? What is the associated process step?

Form Field

The input in which form field causes problems?

UUID

If instances have already been created that are incorrect, please send us the UUID of the affected instances.

Each instance created has a UUID. The UUID is a key with which we can uniquely identify the instance in the database. You can easily display the UUID of an instance in an overview table.

Procedure:

Simply open the column configuration of the overview and unhide the already existing column UUID. Now you can copy the UUIDs you are looking for from the table. If you no longer need the column, you can hide it again at any time.

Related Pages: