SAS Technical Support assists with the resolution of issues with SAS Real-Time Decision Manager. To request that assistance, Contact SAS Technical Support.

To enable Technical Support to assist you in the most efficient manner possible, use the following template to provide information about your SAS Real-Time Decision Manager issue:

• Name: Your-name
• Telephone Number: Your-complete-telephone-number
• Site Number: Your-SAS-Technical-Support-site-number
• Company Name: Your-company-name
• SAS Real-Time Decision Manager Product Release Number: For example, 6.5 or 6.6
• SAS Decision Services Product Release Number: For example, 6.4M1 or 6.4M2
• SAS Federation Server Product Release Number: For example, 4.2 or 4.3
• SAS^® Release Number: For example, 9.4M6, 9.4M7, or 9.4M8
• Hot Fixes: List of all hot fixes applied for SAS^® Marketing Automation, SAS^® Decision Services, and SAS^® Federation Server (or provide registry reports for each tier).
• Type of SAS Real-Time Decision Environment: Either design environment or run-time environment
• Primary Use of Environment: For example, production, user acceptance, test, or development
• Server-Tier Operating System: For example, Linux X64
• Database(s): List of databases that are associated with SAS Real-Time Decision Manager.
• Environment Topology Diagram: Diagram or description of all hardware and software in the environment (include memory and number of cores [CPUs] per machine)
• Other Technical Support Support Requests: List of other support request numbers that might be related to this issue.
• Time Frame: Date and time when this issue first occurred. (Be very specific.)
• Problem Description: A detailed description of the issue, including what you expected to see and what you actually saw from the system.
• Possible Causes: Describe all hardware, software (SAS and third party), configuration parameter, or other changes that have been made to the environment between the last time the system worked properly and just before the issue occurred. 

For SAS^® Customer Intelligence Studio issues, provide the following additional information:

• User name and user ID for the person who was using SAS Customer Intelligence Studio when the issue occurred
• Names of the objects related to the issue (for example, workspace, dialog box, function)
• Complete screen captures that show the issue as well as the time and user ID
• Expanded details from the exception-error dialog box (if one is displayed)
• Sequence of events and steps leading up to the issue
• Extent of the issue including, but not limited to, the answers to the following questions:
  • Does the issue occur for all users?
  • Does the issue occur in all business contexts?
  • Does the issue occur in all campaigns?
  • Does the issue occur repeatedly and consistently? If not, describe when the issue does and does not occur.
• The SAS Customer Intelligence Core log, which is available from this default location:
  • For RTDM 6.5 and 6.6: SAS-configuration-directory/Lev1/Web/Logs/SASServer6_1/SASCustIntelCore6.x.log
• The SAS Decision Services Design Server log, which is available from this default location:
  • For RTDM 6.5 and 6.6: SAS-configuration-directory/Lev1/Web/Logs/SASServer7_1/SASDecisionServicesDesignServer6.4.log
• The Decision Services Administration log, which is available from this default location:
  • For RTDM 6.5 and 6.6: SAS-configuration-directory/Lev1/Web/Logs/SASServer7_1/SASDecisionServicesAdministration6.4.log
• The Federation Server log, which is available from this default location:
  • For RTDM 6.5 and 6.6 (FS 4.2): SAS-configuration-directory/Lev1/Logs/dfs_yyyy-mm-dd_#####.log

For SAS Real-Time Decision Manager run-time server environment issues, provide the following additional information:

• Sequence of events or steps leading up to the issue
• Extent of the issue including, but not limited to, the answers to the following questions:
  • Does the issue occur for all users?
  • Does the issue occur in all business contexts?
  • Does the issue occur in all campaigns?
  • Does the issue occur repeatedly and consistently? If not, describe when the issue does and does not occur.
• The Decision Services Engine Server log(s), which are available from this default location:
  • For RTDM 6.5 and 6.6: SAS-configuration-directory/Lev1/Web/Logs/SASServer7_1/SASDecisionServicesEngine6.4.log
• The Federation Server log(s), which are available from this default location:
  • For RTDM 6.5 and 6.6 (FS 4.2): SAS-configuration-directory/Lev1/Logs/dfs_yyyy-mm-dd_#####.log

If your issue is performance related, provide the following information in addition to the information above:

• The load on the system at the time of the issue (for example, number of users, transactions per second, and so on).
• Your expected response time under this load. What is your basis for that expectation? 
• The range of response times that you see under this load.
• Steps (if any) that you have taken in order to isolate the problem to a particular component (for example, a particular campaign, campaign component, request data, or particular database queries)?
• A system analysis by your system administrator or IT department showing the system resource use at the time of the issue (for example, NMON or SAR output).
• A database analysis by your database administrator that describes whether the database is performing optimally.

The information requested above is the base set of information and logs that are required for troubleshooting. Depending on the type of issue that you are experiencing, Technical Support might request additional information and logs (for example, for the metadata-server, object-spawner, and stored-process logs).

Technical Support might ask you to increase logging levels in one or more of the logs. Information about how to do this is available in the "Troubleshooting" appendix of the SAS^® Real-Time Administrator 6.x: Administrator's Guide, which is available in the SAS^® Customer Intelligence documentation repository.

Be sure to email all logs to the support request as an attachment or place them on the SASTSDrive file sharing server. Instructions for sending files to Technical Support via SASTSDrive file sharing are available in SAS KB0036136, "How to upload and download files using the SASTSDrive file sharing server."