SAS Technical Support assists with resolution of issues with SAS Size Optimization for the following:

• SAS^® Merchandise Intelligence Client
• SAS^® Merchandise Solutions Configuration Workbench
• SAS^® Merchandise Intelligence Plug-ins for SAS Management Console
• SAS^® Pack Optimization
• SAS^® Size Profiling

 

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

1. Via the web: Submit A Problem
2. Via email: 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 is a product release.
• sas release=SAS Software release - for example, 9.3 TS1M1 and 9.3 TS1M2 are SAS software releases. 
• fixes applied=Any hot fixes applied - for example, H63001 and H63002 are hot fixes. 
• environment=for example, PROD, TEST, and DEV are potential environments. 
• os=Operating System - for example, Linux X64 is an operating system. 
• 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 - for example, profiling project, pack project
• Full screenshots 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.
• The stored process server (MIMainPRF or MIMainPKO) log files that correspond to the time when the problem happened. The default location for the stored process server log files is SAS_config_dir/Lev1/Logs.

 

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 - for example, global setting
• Full screenshots 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 workspace server log files that correspond to the time when the problem happened. The default location for the workspace server log files is SAS_config_dir/Lev1/Logs.

 

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

• What job was run, and what options/parameters were used?
• The STATUS log files associated with the DI_JOB_SO 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.

 

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 16 of the SAS Size Optimization 3.2 Administrator's Guide.