Where can I find knowledge and information belongs to SAP HANA?

last updated: 2023-03-29

Introduction

During the process of operating and monitoring the SAP HANA database you probably need huge knowledge and information. The knowledge is very fragmented (Help Portal, Blog post, SAP KBA, SAP Note, other). In order to simply and make content consumption easier I have created a centralized page. Further I would like to help you to find the best available way to get the knowledge (information) in time. It is essential to identify that your needs or question belongs to for example a “How-to” question or a known product issue, so the required information probably already available, you need only find them. In that case the information is available right now. If you need further assistance (in case of more complex issue / question) so probably you need help from SAP Support which is more time consuming. Understanding and keeping the rules, requirements of the support process will ensure the effective support in a timely manner.

Table of Content

Where can I find knowledge and information belongs to SAP HANA?

• SAP Help Portal – Home
• SAP Support Portal – Home
• SAP Community – Home
• SAP Guided Answers – Home
• SAP HANA Academy – YouTube
• SAP Notes & Knowledge Base Articles

SAP Help Portal

This is the initial entry point of the official SAP HANA documentations.

Remark: The above list is not a complete list of the available pages only an extract from the most important ones. The menu structure needs to be discovered by each user based on the actual requirement.

• 2402628 – Where can documentation for current and earlier SAP HANA releases be found?

SAP Support Portal

This is the initial entry point of the official SAP Notes, Knowledge Base Articles, Guided Answers and more. There is information about the ways to reach out SAP HANA Product Support (PS) or links to SAP Software Download Center.

• SAP Support Portal – Home
  • SAP Support Portal – My Support – Product Support
  • SAP Support Portal – My Support – Knowledge Base
  • SAP Support Portal – My Support – Software Downloads
  • SAP Support Portal – Tools – Connectivity Tools – Remote Support
  • SAP Support Portal – Maintenance – Product Availability Matrix (PAM)

Remark: The above list is not a complete list of the available pages only an extract from the most important ones. The menu structure needs to be discovered by each user based on the actual requirement.

SAP Community

In many case the community can give the proper answer to the question within no time. Also many information already available. It can be a good choice from time perspective.

SAP Guided Answers

Interactive documentation designed to help troubleshoot issues, navigate processes and guide through tasks.

SAP HANA Academy

The SAP HANA Academy provides Technical Enablement, Implementation and Adoption Support for Customers and Partners with 1000’s of free tutorial videos.

SAP Notes & Knowledge Base Articles

Here are the list of the most important SAP Notes & Knowledge Base Articles which belongs to SAP HANA. The list contains elements which explains support processes, different types of communications or solution finding. There are some initial and essential documentation also listed below.

IMPORTANT !
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Bookmark

 2872774 – Bookmark of Frequently Asked Questions for SAP HANA

Entry point to the knowledge of SAP HANA

There is a basic SAP Notes & Knowledge Base Article (belongs to SAP HANA) which represents general information and acts like an essential entry point to the knowledge.

• 2000003 – FAQ: SAP HANA

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Central Notes

There are some central documentation belongs to SAP HANA. These are essential documentations.

• 1514967 – SAP HANA: Central Note
• 1523337 – SAP HANA Database 1.00 – Central Note
• 2380229 – SAP HANA Platform 2.0 – Central Note
• 2958224 – SAP HANA Revision Release Details
• 2021789 – SAP HANA 1.0 Revision and Maintenance Strategy
• 2378962 – SAP HANA 2.0 Revision and Maintenance Strategy
• 1603671 – SAP HANA 1.0: Software Components and Software Download
• 2380291 – SAP HANA 2.0 Cockpit Central Release Note
• 2433181 – SAP HANA 2.0 Cockpit Revision and Maintenance Strategy

Application Component Hierarchy

The following SAP Note is essential to understand the component structure of SAP HANA in case of the incident handling. To open a case in a proper component, will save a lot of time, because there is no need to reroute/redirect the case to the component where the issue belongs to.

• 1976729 – Application Component Hierarchy for SAP HANA

Already known issues

The already known issues are documented well and solution or workaround can be implemented using the SAP recommendations.

• 2951859 – Understanding HANA “Issue number” Referenced in SAP Notes

Information needed by Product/Development Support

The following information will be necessary to open a ticket in a proper way in SAP HANA component.

• 1758890 – SAP HANA: Information needed by Product/Development Support
• 1339209 – Best practices for creating a support incident – SAP ONE Support Launchpad

Full System Info Dump (FSID)

SAP HANA full system info dump (FSD) is a collection of trace files and configuration that is collected upon request from SAP Support to analyze an issue at SAP HANA Database level. This is an essential information for the investigation the issue or root cause analysis.

• 2573880 – FAQ: SAP HANA Full System Info Dump
• 1732157 – Collecting diagnosis information for SAP HANA [VIDEO]

Runtime Dump (RTD)

A SAP HANA runtime dump is a text file that provides various information about the current state of the SAP HANA database. Runtime dumps are essential for SAP support to understand the SAP HANA behavior in a problem situation (real time).

• 2400007 – FAQ: SAP HANA Runtime Dumps
• 1813020 – How to generate a runtime dump on SAP HANA

Managing incidents

The following section explains the possible options which can be happen with the case (e.g. priority change such as increase or decrease and the possible reasons of the change, or duplicated incident which is not allowed by SAP Policy).

• 67739 – Priority of problem incidents
• 19500 – The priority of your request has been changed
• 1522544 – How to change the priority of a support incident – SAP ONE Support Launchpad

• 496553 - Duplicate Customer Incident

• 32736 – 24 hour support not possible in this language

• 90835 – SAP Incident Escalation Procedure
• 560499 – Customer Interaction Center: Hotline – Email – Chat
• 1281633 – Speed Up Processing of a Customer Incident

Remark: If you experience an issue on multiple environment (e.g. test/dev/prod) you need to open 3 different case each one on the proper System ID (SID). This is not a duplication. SAP cannot handle the different systems in a same case, even if the issue seems to be the same. Also different system could have different version/revision or setup configuration. Also when FSID (full system info dump) files uploaded it has to match the reported System ID (SID), so there is no confusion. As a best practice the case number can be referred to indicate there is a connection between the cases.

Knowledge Sources

• 1921704 – Knowledge Sources for all SAP Software Products
• 2594771 – The Solution Provided is Found in an SAP Knowledge Repository

How-to Questions and Community

The next SAP Knowledge Base Articles explains the usage of the community channel in case of “how-to” questions.

• 2973358 – SAP Community: Preferred Support Channel for How-To Questions
• 2575334 – How to use the SAP Community to get assistance on consulting issues
• 2536742 – Where can I find resources, help, whitepapers, SAP Community discussions, SAP Community Wiki, how to’s and other information about SAP HANA DB?

Product Support (Guided Answers / Schedule an Expert / Expert Chat / Support Assistant)

The next SAP Knowledge Base Articles explains the usage of the different channels.

• 2492603 – How to use Guided Answers
• 2476729 – How to book a Schedule an Expert session
• 2213344 – Starting an Expert Chat with SAP Support
• 2911451 – What is the Support Assistant feature and how do I use it to solve my issues faster?

Customer Influence and Adopt site

• 1515837 – How To: Enhancement Request Process using the Customer Influence and Adopt site

Other articles in connected series

 Collected information about memory in context of SAP HANA

 Collected information regarding partitioning in SAP HANA (with examples)

 Collected information about reclaim / shrink / defragmentation topic in context of SAP HANA persistence (with example)

Do you have further questions?

Please do not hesitate to contact me if you have question or observation regarding the article.

Release Information

Release Date	Description
2023.03.29	First/initial Release of the SAP Blog Post documentation (Product Information).