This SAS KB article contains structured instructions for diagnosing and resolving problems in SAS Intelligent Decisioning on SAS Viya 3.5. It helps you define the problem clearly, collect essential diagnostic data, and identify the next steps towards resolution. The information in this article will help you define the problem clearly, collect essential diagnostic data, and identify the next steps toward resolution. 

The sections below outline standard data collection practices along with key questions to help define and scope the problem effectively.

Note: This guide is designed for SAS Intelligent Decisioning on SAS Viya 3.5. For SAS Intelligent Decisioning on the SAS^® Viya^® platform, see SAS KB0045876.

Define the Problem

Use the questions below to help clearly define the problem before collecting diagnostic data.

Context and Observations

• What were you doing when the problem first occurred? For example, were you working with a decision or a specific decision element? Were you validating, testing, or publishing a decision?
• Which part of SAS Intelligent Decisioning were you working in? Provide a screenshot if possible. 
• Which version of SAS Viya 3.5 are you using?

Error or Unexpected Behavior

• Was an error message displayed?
  • If yes, provide the full message and a screenshot if possible.
  • If no error was displayed, what unexpected behavior occurred?
• What occurred versus what did you expect? Provide a screenshot if possible.

Steps to Reproduce

• What sequence of steps led to the problem?
• Can you reproduce the issue consistently?

Scope of Impact

• Does this issue occur for all decisions or only specific ones? Have you tested other decisions?
• Does this issue affect all users or only certain users? Have other users tried the same action?

History and Changes

• Has this worked previously? If yes, when was it last successful?
• Were there any recent changes? (For example, updates, configuration changes, data changes, or changes to decisions.)

Diagnostic Data to Collect

To support resolution, collect the following diagnostic data at the time the problem occurs.

• Provide logs from the following microservices:
  • for all types of issues:
    • businessruleservices
    • decisiondefinitions
    • decisionmanager
      
  • publishing issues:
    • modelpublish
      
  • issues related to SAS^® Micro Analytic Service:
    • microanalyticscore
• Capture a HAR file from the browser during the issue, as documented in SAS KB0036430.
• Include screenshots of observations, errors, or unexpected results. 

Note: You should provide these artifacts in addition to a clear problem description. 

Optional/Additional

• exported decision
• browser console logs

Providing complete diagnostic data in advance can significantly reduce time to resolution.

Next Steps: Navigate Resolution Paths

Once you clearly define the problem and collect diagnostic data, engage SAS Technical Support for further assistance. Provide the detailed and complete problem description along with the prescribed diagnostic data.