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Zhongwei Li
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references/troubleshooting.md
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references/troubleshooting.md
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# Troubleshooting Guide - SAP BTP Intelligent Situation Automation
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**Source**: [https://github.com/SAP-docs/sap-btp-intelligent-situation-automation/tree/main/docs](https://github.com/SAP-docs/sap-btp-intelligent-situation-automation/tree/main/docs)
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**Last Verified**: 2025-11-22
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---
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## Overview
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This guide covers common errors, their causes, and solutions for Intelligent Situation Automation. For issues not covered here, create an incident with SAP Support.
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---
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## Support Component
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**Component**: CA-SIT-ATM
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Use this component when:
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- Creating support incidents
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- Escalating unresolved issues
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- Reporting bugs or defects
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---
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## Known Errors and Solutions
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### Error 1: Server Error on Application Access
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**Symptom**:
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```
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"A server error has occurred. Please try again later"
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```
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This error appears when accessing the Manage Situation Automation app after onboarding.
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**Root Cause**: User lacks required authorization.
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**Solution**:
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1. Navigate to SAP BTP Cockpit
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2. Go to **Security** → **Users**
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3. Select the affected user
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4. Assign the required role collection:
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- **SituationAutomationKeyUser** for key users
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- **SituationAutomationAdminUser** for administrators
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5. User should log out and log in again
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6. Retry accessing the application
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**Reference**: See `references/security-roles.md` for role assignment details.
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---
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### Error 2: No Action Applied
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**Symptom**:
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Resolution Flow in Analyze Situations app shows "No Action Applied"
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**Location**: Analyze Situations app → Select situation → Resolution Flow
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**Root Cause**: Rule conditions do not match the actual situation data.
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**Investigation Steps**:
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1. Open **Analyze Situations** app
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2. Find the affected situation
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3. Review the **Resolution Flow**
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4. Check which rules were evaluated
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5. Compare rule conditions with actual situation data
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**Solution**:
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1. Open **Manage Situation Automation** app
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2. Find the automation rule for this situation type
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3. Review and revise the rule conditions
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4. Update conditions to match expected data patterns
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5. **Deactivate** the rule
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6. **Reactivate** the rule
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7. Trigger automation again with current data
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**Important Note**: After revising a rule, previously processed situations with "No Action Applied" status will remain in manual processing queue. Only new situations will be evaluated against the updated rule.
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---
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### Error 3: No Automation Configuration Found
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**Symptom**:
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Resolution Flow shows "No Automation Configuration Found"
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**Location**: Analyze Situations app → Select situation → Resolution Flow
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**Root Cause**: No automation configuration exists in SAP BTP for the triggered situation type.
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**Investigation Steps**:
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1. Open **Manage Situation Automation** app
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2. Check if the situation type appears in the list
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3. Verify if automation is configured and activated
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**Solution**:
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1. Open **Manage Situation Automation** app
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2. Find the situation type (or add if missing)
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3. Configure automation:
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- Enable automation for the type
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- Create rules with conditions
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- Assign actions to execute
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4. Activate the automation configuration
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5. New situations of this type will now be automated
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---
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## Onboarding Issues
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### Connection Test Fails
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**Symptom**: "Check Connection" fails in Onboard System app
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**Possible Causes**:
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| Cause | Check |
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|-------|-------|
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| Destination URL incorrect | Verify base URL only (no paths) |
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| Authentication failure | Check credentials in destination |
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| Network connectivity | Verify Cloud Connector (on-premise) |
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| APIs not exposed | Confirm SAP_COM_0345/0376 configured |
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**Solutions**:
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1. Review destination configuration in BTP Cockpit
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2. Ensure URL contains only base URL
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3. Verify authentication credentials
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4. For on-premise: Check Cloud Connector status
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5. Verify communication arrangements in S/4HANA
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### Onboarding Status: Failed
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**Symptom**: Onboarding status shows "Failed" after creation
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**Diagnosis**:
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1. Hover over the **info icon** next to the failed system
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2. Read the error details displayed
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**Common Causes and Solutions**:
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| Error Detail | Solution |
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|--------------|----------|
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| Destination not found | Create/correct destination in BTP Cockpit |
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| Connection refused | Check network/Cloud Connector |
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| Authentication failed | Update credentials in destination |
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| API not available | Expose APIs in S/4HANA |
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**Retry Process**:
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1. Fix the identified issue
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2. Click **Retry** on the failed system
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3. Monitor for success
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**Persistent Failures**: After multiple retry attempts, create incident with component **CA-SIT-ATM**.
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---
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## Event Mesh Issues
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### Events Not Received
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**Symptom**: Situations not appearing in ISA despite being created in S/4HANA
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**Check List**:
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| Check | Action |
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|-------|--------|
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| Event Mesh instance | Verify instance in same subaccount |
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| Event channel | Confirm channel created in S/4HANA |
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| Topic bindings | Verify BusinessSituation topics bound |
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| Topic rules | Check subscribeFilter includes `saas/isa/cons/*` |
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### Topic Binding Errors
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**Symptom**: Error when binding topics in S/4HANA
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**Solution**:
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1. Verify Event Mesh service key is valid
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2. Confirm topic space is `saas/isa/cons`
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3. Check correct topic patterns:
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- `sap/s4/beh/businesssituation/v1/BusinessSituation/*`
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- `sap/s4/beh/businesssituationtype/v1/BusinessSituationType/*`
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---
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## Role and Access Issues
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### Missing Tiles/Apps
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**Symptom**: Some tiles not visible in launchpad
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**Cause**: Missing role collection assignment
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**Solution**: Assign appropriate role collection:
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| Missing Access | Required Role |
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|----------------|---------------|
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| Operational tiles | SituationAutomationKeyUser |
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| Onboard System | SituationAutomationAdminUser |
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| Rule authoring | RuleRepositorySuperUser |
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### Cannot Edit Rules
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**Symptom**: Rule editing functions disabled
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**Cause**: Missing RuleRepositorySuperUser role
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**Solution**: Add RuleRepositorySuperUser role collection to user
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---
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## Automation Execution Issues
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### Action Execution Failed
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**Symptom**: Resolution Flow shows failed action
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**Investigation**:
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1. Open Analyze Situations app
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2. Review Resolution Flow details
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3. Check error message from action
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**Common Causes**:
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| Cause | Solution |
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|-------|----------|
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| Target endpoint unreachable | Verify destination and connectivity |
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| Authentication failed | Check credentials in action configuration |
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| Invalid parameters | Review action parameter mapping |
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| Timeout | Increase timeout or optimize action |
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### Wrong Action Executed
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**Symptom**: Different action executed than expected
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**Investigation**:
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1. Review all rules for the situation type
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2. Check rule priorities
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3. Verify condition logic
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**Solution**:
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1. Adjust rule conditions for specificity
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2. Update rule priorities
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3. Test with sample situation
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---
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## Diagnostic Tools
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### Analyze Situations App
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Use for detailed situation analysis:
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- Resolution Flow visualization
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- Rule evaluation history
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- Action execution details
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### Audit Log Viewer
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Use for tracking changes:
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- Configuration modifications
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- System onboarding events
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- User actions
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### Situation Dashboard
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Use for monitoring:
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- Overall automation status
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- Resolution rates
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- Trend analysis
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---
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## Troubleshooting Checklist
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### Before Contacting Support
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- [ ] Verified user has required role collections
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- [ ] Checked Resolution Flow in Analyze Situations
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- [ ] Reviewed destination configuration
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- [ ] Confirmed Event Mesh connectivity
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- [ ] Checked audit logs for errors
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- [ ] Attempted retry/reconfiguration
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- [ ] Documented steps to reproduce
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### Information to Include in Incident
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1. **Error message** (exact text)
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2. **Application** where error occurred
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3. **User** experiencing the issue
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4. **Timestamp** of occurrence
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5. **Steps to reproduce**
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6. **Screenshots** if applicable
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7. **Subaccount ID** and region
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8. **S/4HANA system** details
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---
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## FAQ
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### Q: How long before situations appear after onboarding?
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**A**: Situations should appear within minutes after successful onboarding and proper event channel configuration. If not:
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1. Verify Event Mesh configuration
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2. Check topic bindings
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3. Create a test situation in S/4HANA to verify flow
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### Q: Can I connect multiple S/4HANA systems to one subaccount?
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**A**: No. Each subaccount can connect to only one S/4HANA system. Use separate subaccounts for different systems.
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### Q: How do I change the connected S/4HANA system?
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**A**: Either:
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1. Create a new subaccount for the new system, or
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2. Unsubscribe from ISA and resubscribe with new destination
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### Q: Why are old situations not processed by new rules?
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**A**: Rules only apply to new situations. Situations processed before rule changes retain their original status.
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---
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## External Links
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- **SAP for Me**: [https://me.sap.com/](https://me.sap.com/) (incident creation)
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- **SAP Community**: [https://community.sap.com/](https://community.sap.com/)
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- **SAP Help**: [https://help.sap.com/docs/intelligent-situation-automation](https://help.sap.com/docs/intelligent-situation-automation)
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---
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**Document Version**: 1.0.0
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**Last Updated**: 2025-11-22
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Reference in New Issue
Block a user