Symptom
Clarification concerning the support process of Esri ArcGIS applications based on for SAP HANA Spatial.
Other Terms
SAP Hana Spatial and support process
Reason and Prerequisites
You are using Esri ArcGIS and a SAP HANA database (at least revision 80). You also have a support contract with ESRI.
Solution
If you encounter an issue with ESRI application related to SAP HANA,
you should create an incident in the SAP incident processing system
(OSS/CSN), using component HAN-DB-ENG-SPA. This component is intended
for geospatial related issues in SAP Hana.
If subsequent analysis by SAP support comes to the conclusion that the cause of the issue is ESRI application layer, you need to open a service request at ESRI support.
To open a service request by phone visit the following web page:
http://support.esri.com/phoneSupport#us
To open a service request online visit the following web page:
http://support.esri.com/en/webform/support/customerId/110/chat/false
Additional information can be found here:
http://support.esri.com/
After the service request has been opened, it is advisable to provide the id number in the corresponding SAP incident.
In this case the incident is assigned the status "Partner Action" then.
If the incident is processed by the ESRI support and resolved, the original incident in the SAP incident processing system (OSS/CSN) should be updated with the conclusion by customer, and then closed.
To help process incidents efficiently, it is helpful to provide the following information:
If subsequent analysis by SAP support comes to the conclusion that the cause of the issue is ESRI application layer, you need to open a service request at ESRI support.
To open a service request by phone visit the following web page:
http://support.esri.com/phoneSupport#us
To open a service request online visit the following web page:
http://support.esri.com/en/webform/support/customerId/110/chat/false
Additional information can be found here:
http://support.esri.com/
After the service request has been opened, it is advisable to provide the id number in the corresponding SAP incident.
In this case the incident is assigned the status "Partner Action" then.
If the incident is processed by the ESRI support and resolved, the original incident in the SAP incident processing system (OSS/CSN) should be updated with the conclusion by customer, and then closed.
To help process incidents efficiently, it is helpful to provide the following information:
- 1. SAP HANA database version
- 2. Esri ArcGIS version
- 3. Detailed description of the issue
- 4.
What does the SAP HANA database landscape look like? Specifically, how
many hosts are configured and what are their roles regarding master,
worker and standby?
- 5. Attach copies of the SAP HANA database trace files to the ticket
- index server trace
- ...
Header Data
| Released On | 21.12.2015 13:12:20 | ||
| Release Status | Released for Customer | ||
| Component | HAN-DB-ENG-SPA SAP HANA Spatial Engine | ||
| Other Components |
| ||
| Priority | Recommendations / Additional Info | ||
| Category | Help for error analysis |
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