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