Support roles
The Support product groups read-only incident-diagnostics roles. They read diagnostic tables, logs, and dumps, correlate the evidence, and name the next action — but they never execute it. Reprocessing, releasing, or cancelling anything is always a human handoff. Every Support role is handed only the read set of tools and physically cannot write to SAP.
You pick these roles in the Chat composer, and they pair with the Requests queue where incidents are organized. For the permission model, see How roles work.
Support roles diagnose and recommend; they do not act. The reprocess / release / cancel step named in their output is always yours to perform in SAP.
At a glance#
| Role | Read/Write | Use it to… |
|---|---|---|
| Diagnose | Read-only | Triage an incident from one anchor and rank likely root causes. |
| Health Check | Read-only | Run a fast morning sweep for stuck IDocs, failed jobs, and dumps. |
| IDoc Triage | Read-only | Deep-dive an IDoc failure and hand off the exact manual reprocess step. |
Diagnose#
Read/Write: Read-only.
Diagnose performs incident triage from a single anchor — a time, user, transaction, job, key, or dump number. From that anchor it fans out to evidence readers: ST22 short dumps, batch jobs, the application log, sales/billing errors, IDocs, tRFC/qRFC queues, and change documents. It correlates the evidence by key, identity, and time, ranks the likely root causes, and names the next action for a human to take.
When to use it: when something went wrong and you have a single starting point — a dump, a user complaint, a failed job — and you want the evidence gathered and the causes ranked fast.
Health Check#
Read/Write: Read-only.
Health Check is a fast read-only morning sweep of a system's operational health. It scans for stuck IDocs, failed or long-running jobs, tRFC/qRFC backlog, fresh dumps, and update errors. It classifies each issue as NEW vs RECURRING, ranks by impact, and points to the transaction and selection a human would use to act.
When to use it: a daily or start-of-shift proactive check to catch problems before users report them.
IDoc Triage#
Read/Write: Read-only.
IDoc Triage is a deep-dive on IDoc failures. It reads the control record, the full status trail, and the segments, explains what failed and where, and hands off the precise manual reprocess step — for example, the exact transaction to use such as WE19 or BD87. It never reprocesses the IDoc itself.
When to use it: when an IDoc has failed and you need to understand the failure and get the exact, correct manual reprocess step rather than guessing.
Related pages#
- How roles work — why every Support role is read-only.
- Requests — the queue where incidents are organized.
- Consulting roles — Interface Inventory maps interfaces statically; Support checks runtime health.
- Chat — pick a role and describe the incident.
- Security model — how read-only access is enforced.