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references/troubleshooting.md
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references/troubleshooting.md
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# SAP BTP CIAS Troubleshooting Guide
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Detailed troubleshooting procedures for Cloud Integration Automation Service.
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**Source**: [https://github.com/SAP-docs/btp-cloud-integration-automation-service/tree/main/docs](https://github.com/SAP-docs/btp-cloud-integration-automation-service/tree/main/docs)
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---
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## Table of Contents
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1. [Common Issues and Solutions](#common-issues-and-solutions)
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2. [Monitoring and Logs](#monitoring-and-logs)
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3. [Support Channels](#support-channels)
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4. [Accessibility Features](#accessibility-features)
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5. [Documentation Links](#documentation-links)
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---
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## Common Issues and Solutions
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### Service Availability Issues
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**Symptom**: Cannot access Cloud Integration Automation Service.
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**Diagnostic Steps**:
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1. Check Service Availability feature in consumer account
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2. Verify subaccount subscription status
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3. Confirm user has appropriate role collection assigned
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**Solution**:
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- Verify subscription is active in Instances and Subscriptions
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- Check role assignment in Security → Role Collections
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- Ensure identity provider is correctly configured
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---
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### Empty Destination Dropdown
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**Symptom**: Destination dropdown shows no options during task execution.
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**Cause**: No destinations exist matching the tenant's Host Base URL.
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**Diagnostic Steps**:
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1. Verify destination exists in subaccount
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2. Check destination URL matches tenant Host Base URL exactly
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3. Confirm destination type is HTTP/HTTPS
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**Solution**:
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1. Navigate to **My Inbox** → **Confirm System Components**
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2. Click **Create Destination** link
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3. Configure destination:
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- Name: Valid identifier
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- URL: Exact tenant Host Base URL (use HTTPS)
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- Authentication: Appropriate method
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- Type: HTTP
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4. Save and refresh dropdown
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---
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### Task Marked as Reserved
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**Symptom**: Cannot claim task; shows "Reserved" status.
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**Cause**: Another assigned user has already claimed the task.
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**Explanation**: When multiple users are assigned to a task, the first user to click **Claim** locks it. A padlock icon appears next to the claiming user in monitoring views.
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**Solution**:
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- Coordinate with team to identify who claimed the task
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- Only one user can work on a claimed task at a time
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- Wait for current user to complete or release the task
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---
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### Application Access Denied After IdP Change
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**Symptom**: Users cannot access CIAS application after identity provider change.
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**Cause**: Users not managed by newly configured identity provider.
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**Solution**:
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1. Add users to new identity provider
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2. Navigate to **Security** → **Role Collections** in subaccount
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3. Reassign role collections to users with new IdP credentials
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4. Verify user IDs exist in configured IdP
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5. Test login with updated credentials
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---
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### Workflow Conflict Lock
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**Symptom**: Cannot proceed with task; execution lock activated.
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**Cause**: Multiple integration workflows exist with identical system components.
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**Resolution Options**:
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| Action | Description |
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|--------|-------------|
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| **Proceed** | Continue without resolving conflicts (manual resolution later) |
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| **Terminate** | End selected conflicting workflow instances |
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| **Terminate Current Instance** | Stop only the active workflow |
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| **Cancel** | Halt the operation entirely |
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**Best Practice**: Review all active workflows in Scenario Execution Monitoring before proceeding.
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---
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### Automation Task Failure
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**Symptom**: Automated task fails during execution.
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**Diagnostic Steps**:
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1. Access **Logs** tab for failed task
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2. Review execution details and error messages
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3. Check destination configuration
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4. Verify user credentials in destination have required permissions
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**Solution**:
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1. Click **View Logs** button to review detailed execution log
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2. Identify specific error
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3. Fix underlying issue (credentials, permissions, network)
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4. Re-execute using **Execute Step** button
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5. Select failed components only for selective retry
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---
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### Destination Cannot Be Changed
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**Symptom**: Edit Destination option unavailable or fails.
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**Cause**: Destination is already used in an automation task.
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**Explanation**: Once a destination is used in automation, it becomes locked to prevent inconsistency.
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**Solution**:
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- Create new destination with updated configuration
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- Use new destination for subsequent tasks
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- Complete current workflow before destination modifications
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---
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### Task Instructions Missing or Incorrect
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**Symptom**: Task instructions don't appear or contain demo content.
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**Explanation**: Task Instructions tab may contain demonstration content that varies from actual instructions.
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**Solution**:
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1. Check **Support Information** tab for scenario-specific guidance
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2. Submit incident to component listed in Support Information tab
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3. For general issues, create ticket to **BC-INS-CIT-RT**
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---
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### Systems Not Visible in Selection
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**Symptom**: Expected systems don't appear in system selection during planning.
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**Cause**: Systems not associated with customer number linked to global account.
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**Solution**:
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1. Verify S-User customer number associations
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2. Use manual landscape data entry through **Confirm System Components** task
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3. Search systems by Tenant URL if available
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4. Contact SAP support if systems should be visible
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---
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### Maximum Workflow Limit Reached
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**Symptom**: Cannot create new workflow; limit error displayed.
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**Cause**: 15 active workflows already exist in subaccount.
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**Solution**:
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1. Open **Scenario Execution Monitoring**
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2. Filter for **Running** workflows
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3. Identify completed or unnecessary workflows
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4. **Terminate** workflows no longer needed
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5. Or wait for active workflows to complete
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> **Note**: Maximum 15 running transactions per CIAS consumer subaccount.
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---
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### Data Deletion Required
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**Symptom**: Need to delete transactional data or user email IDs.
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**Cause**: No self-service deletion option available.
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**Solution**:
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1. Create support request to component **BC-INS-CIT-RT**
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2. Include in ticket:
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- Email ID requiring removal
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- SAP BTP consumer subaccount name
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3. Wait for support confirmation
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> **Note**: Deleting transaction in maintenance planner does NOT automatically delete CIAS data.
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---
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## Monitoring and Logs
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### Accessing Scenario Execution Monitoring
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**Prerequisites**: Integration Administrator or Integration Monitor role
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**Steps**:
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1. Open **Scenario Execution Monitoring** tile
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2. Filter workflows by status:
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- **Running**: Active workflows
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- **Completed**: Finished workflows
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- **Canceled**: Terminated workflows
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### Available Monitoring Tabs
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| Tab | Content |
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|-----|---------|
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| **Task Details** | Individual task status and details |
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| **Targets** | Target system and destination information |
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| **Roles and Users** | User assignments per task |
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| **Scope** | Execution scope (mandatory/optional tasks) |
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| **Support Information** | Support resources and component IDs |
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| **Parameters** | Automation parameters (when task selected) |
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| **Comments** | User comments for all tasks |
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| **Logs** | Detailed automation execution logs |
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### Viewing Task Skip Reasons
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When task status shows "Not Applicable":
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1. Click the status link
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2. View explanation for why task was skipped
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### Logs Tab Details
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The Logs tab provides detailed overview of:
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- Execution timeline
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- Trial attempts
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- Error messages
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- Success/failure status per automation component
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Access by selecting a task in monitoring view.
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---
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## Support Channels
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### General CIAS Support
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**Component**: `BC-INS-CIT-RT`
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**Use for**:
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- Service issues
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- Data deletion requests
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- General questions
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**Required information**:
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- Consumer subaccount name
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- User email ID (if applicable)
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- Detailed issue description
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### Manual Task Instruction Support
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**Process**:
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1. Open task in My Inbox
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2. Navigate to **Support Information** tab
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3. Note the component ID listed
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4. Submit incident to that specific component
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### Scenario-Specific Issues
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**Process**:
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1. Open **Scenario Execution Monitoring**
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2. Select affected scenario
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3. Navigate to **Support Information** tab
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4. Follow guidance or submit incident to listed component
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---
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## Accessibility Features
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CIAS operates on the SAP BTP cockpit platform and inherits its accessibility capabilities.
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### Platform Accessibility
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CIAS is built on SAP Fiori/SAPUI5 technology, which provides:
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| Feature | Support Level |
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|---------|---------------|
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| **Screen Readers** | Supported (JAWS, NVDA, VoiceOver) |
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| **Keyboard Navigation** | Full keyboard operability |
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| **High Contrast Themes** | Available via SAP BTP cockpit settings |
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| **Focus Indicators** | Visible focus states for interactive elements |
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| **ARIA Labels** | Semantic markup for assistive technologies |
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### Keyboard Navigation
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Common keyboard shortcuts in CIAS applications:
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| Action | Shortcut |
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|--------|----------|
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| Navigate between elements | Tab / Shift+Tab |
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| Activate buttons/links | Enter or Space |
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| Navigate lists | Arrow keys |
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| Close dialogs | Escape |
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| Access menus | F6 (navigate regions) |
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### Theme Customization
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Users can adjust themes via the user info dropdown:
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1. Click user avatar/name in header
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2. Select **Settings** or **Appearance**
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3. Choose from available themes:
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- Morning Horizon (Light) - Default
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- Evening Horizon (Dark)
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- High Contrast Black
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- High Contrast White
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### Known Limitations
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- Complex automation parameter forms may require additional screen reader configuration
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- Some monitoring charts may have limited accessibility descriptions
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- PDF export functionality may produce documents with varying accessibility compliance
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### Accessibility Resources
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- SAP BTP Cockpit Accessibility: [https://help.sap.com/docs/btp/sap-business-technology-platform/accessibility-features](https://help.sap.com/docs/btp/sap-business-technology-platform/accessibility-features)
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- SAPUI5 Accessibility: [https://sapui5.hana.ondemand.com/sdk/#/topic/03b914b46e624b138a6fb1b7cf2049ae](https://sapui5.hana.ondemand.com/sdk/#/topic/03b914b46e624b138a6fb1b7cf2049ae)
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- SAP Accessibility Statement: [https://www.sap.com/about/company/diversity/accessibility.html](https://www.sap.com/about/company/diversity/accessibility.html)
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---
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## Documentation Links
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- Monitoring and Troubleshooting: [https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/monitoring-and-troubleshooting-18460b7.md](https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/monitoring-and-troubleshooting-18460b7.md)
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- Monitoring Scenario Implementation: [https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/monitoring-scenario-implementation-f8daffa.md](https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/monitoring-scenario-implementation-f8daffa.md)
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- Working with Tasks: [https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/working-with-tasks-3da3577.md](https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/working-with-tasks-3da3577.md)
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- Task Details: [https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/task-9ec0684.md](https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/task-9ec0684.md)
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- Confirm System Components: [https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/confirm-system-components-1f39555.md](https://github.com/SAP-docs/btp-cloud-integration-automation-service/blob/main/docs/confirm-system-components-1f39555.md)
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