SAS Technical Support assists with resolution of issues with SAS Revenue Optimization Suite for the following solutions:

• SAS^® Merchandise Intelligence Client
• SAS^® Merchandise Solutions Configuration Workbench
• SAS^® Merchandise Intelligence Plug-ins for SAS Management Console
• SAS^® Markdown Optimization
• SAS^® Promotion Optimization
• SAS^® Regular Price Optimization
• SAS^® Retail Forecasting

 

There are several ways that you can open a Technical Support track:

1. Via the web: Submit A Problem
2. Via e-mail: support@sas.com
3. Via phone : Contact Technical Support

 

To assist with SAS Technical Support support request resolution, provide the following information about your working environment:

• name=Your name
• phone=Your phone number with area code
• site=Customer site number or Technical Support site number
• company=Customer company name
• product=Product - please use on of the names as listed above, not abbreviations
• product release=Product release - for example 5.2,5.2_M1, and so on.
• sas release=SAS Software release - for example 9.3 TS1M1, 9.3 TS1M2, and so on.
• fixes applied=Any hot fixes applied - for example H63001, H63002, and so on.
• environment=for example, PROD, TEST, DEV, and so on.
• os=Operating System - for example, Linux X64
• db=Database and version
• Any customer support request number related to this issue
• A DETAILED description of the problem. What you expected to see and what you saw from the system.
• Date and Time when it happened

 

For SAS Merchandise Intelligence Client issues please provide the following additional information:

• User ID the user was using
• The names of the objects related to the problem e.g product, plan, scenario
• Full screen shots showing the time and micleint login ID. Please use PrtScn not ALT-PrtScn.
• Expanded details from the exception error box if one appears.
• The sequence of steps leading up to the issue
• How widespread is the issue? Does it occur for one user or plan or for all? Is it repeatable?
• The distudio.log file, which is located in the same directory where SAS Merchandise Intelligence Client is installed
• The .log file located in the Eclipse workspace folder under Documents and Settings or under Users. For example: \Documents and Settings\userid\workspace\MIClient.5.2\.metadata or \Users\userid\workspace\MIClient.5.2\.metadata.
• The middle-tier log file that corresponding to the time when the problem happened. The default location of the middle-tier log file is: SAS_config_dir/ app_server_level/Web/Logs/SASMerchIntelMidTier5.2.log.
• If the problem is an optimization failure, please send the grid server log file for the time period when the job(s) were running. The default location of the grid server log file is SAS_config_dir/app_server_level/Applications/SASMerchIntelGridSvr5.2/Logs/MerchIntelGridSvr.log.

 

For SAS Merchandise Solutions Configuration Workbench issues please provide the following additional information:

• User ID the user was using
• The names of the objects related to the problem e.g model group, global setting
• Full screen shots showing the time and login ID. Please use PrtScn not ALT-PrtScn.
• Expanded details from the exception error box if one appears.
• The sequence of steps leading up to the issue
• How widespread is the issue? Does it occur for one user or model group or for all? Is it repeatable?
• The configwb.log file located in a user’s home directory. For example, the log files might be stored in C:\Documents and Settings\userid\workspace\MSConfigWB.5.2 or C:\Users\userid\workspace\MSConfigWB.5.2
• The configwb_hibernate.log file located in the same location as the configwb.log file.
• The workbench server log file that corresponding to the time when the problem happened. The default location of the workbench server log file is SAS_config_dir/app_server_level/Applications/SASMerchIntelWorkbenchSvr5.2/Logs/MerchIntelWorkbenchSvr.log.
• The grid server log file for the time period when the problem happened. The default location of the grid server log file is SAS_config_dir/app_server_level/Applications/SASMerchIntelGridSvr5.2/Logs/MerchIntelGridSvr.log.

 

For ETL or any %TKMI_JOB_RO issues please provide the following additional information:

• What job was run, and what options/parameters were used?
• The STATUS log files associated with the TKMI_JOB_RO including parent and unit logs. If you specify the -log option when you run the job, the job writes the log file to the -log location. If you do not specify the -log option, the job writes the log file to the current directory. If you schedule the job, the job writes the log to the location that is specified in the ETLP_LOG_PATH field in the JOB_PARAM table.
• The grid server log file for the time period when the problem happened. The default location of the grid server log file is SAS_config_dir/app_server_level/Applications/SASMerchIntelGridSvr5.2/Logs/MerchIntelGridSvr.log.
• The NMON log covering the time period of the error. This is a system utility that should be running all of the time on all system implementations. Log file location is specific to your environment. Please ask your System Administrator for this log.
• If the problem is related to an estimation or optimization run that terminated abnormally (was killed), then include the corresponding batch_est or batch_opt log.

 

All logs should be emailed to the support request as an attachment or sent via SASTSDrive. Instructions for SASTSDrive are in KB0036136, “How to upload and download files using the SASTSDrive file sharing server.”

Technical Support might ask you to turn on debug level logging. Information about how to turn on debug logging can be found in Chapter 21 of the SAS Revenue Optimization 5.2 Administrator's Guide.

Operating System and Release Information

Product Family	Product	System	Product Release		SAS Release
			Reported	Fixed*	Reported	Fixed*
SAS System	SAS Markdown Optimization	Linux for x64	5.2		9.3 TS1M1
		Microsoft® Windows® for x64	5.2		9.3 TS1M1
SAS System	SAS Promotion Optimization	Linux for x64	5.2		9.3 TS1M1
		Microsoft® Windows® for x64	5.2		9.3 TS1M1
SAS System	SAS Regular Price Optimization	Linux for x64	5.2		9.3 TS1M1
		Microsoft® Windows® for x64	5.2		9.3 TS1M1
SAS System	SAS Retail Forecasting	Linux for x64	5.2		9.3 TS1M1
		Microsoft® Windows® for x64	5.2		9.3 TS1M1

* For software releases that are not yet generally available, the Fixed Release is the software release in which the problem is planned to be fixed.

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Type:	Usage Note
Priority:

Date Modified:	2023-08-24 13:42:42
Date Created:	2012-08-30 09:47:02