Support

Provided Services

The support channels mentioned below are primarily intended for bugs of the provided libraries and the service itself. However, you can also use the support channels to raise feature requests and give feedback.

Out of scope

Please understand that, due to the high volume of requests, we can't offer individual consulting via the support channels unless it's part of a customer's service plan.

For the same reason, we can't handle tickets in the spirit of "Here is my code, why does it not work?".

Support Channels

Important

Before opening support tickets, please try to solve the problem by following the steps in the Troubleshooting section.

Make sure to provide the required information when creating a support ticket.

As registered SAP customers, report your issue by creating a ticket on the SAP Support Portal for one of the following components:

Name	Service Now Component	Description
Identity Authentication Service (IAS)	BC-IAM-IDS	SCI tenant, User Management, Token Flows, Technical Communication etc.
Authorization Management Service (AMS)	BC-IAM-CAS	AMS Server, Authorization Management UI, DCL compiler, buildpack, bundle gateway
Security Client Libraries	BC-CP-CF-SEC-LIB	Java, Node.js and Go client libraries for SAP Cloud Identity Services, Authorization Management, XSUAA
BTP identity Service Broker	BC-IAM-IB	Service creation of SAP Cloud Identity Services instances on BTP

Related Components

The following components are not supported by the SCI team but related. Please report issues to these components directly if they are not related to SCI:

Name	Service Now Component	Description
Approuter	BC-XS-APR	@sap/approuter, managed application router etc.
XSUAA	BC-CP-CF-SEC-IAM	Extended Services User Account and Authentication

See also Getting Support in the SAP BTP documentation.

Required Information

Make sure that you include the following information in the support ticket to give us a chance to understand and resolve your issue:

• Installed modules and versions of the client libraries for SAP Cloud Identity Services or full dependency tree (for example,, mvn dependency:tree for Java, npm ls for Node.js, or go list -m all for Go)
• For exceptions: Stack trace that includes the executed code locations of the SCI client libraries that lead to the exception
• For unexpected authentication results (401 or Error): the relevant debug log output of the token validation in the libraries
• For unexpected authorization results (403 or too many privileges): the relevant debug log output of the privilege check in the libraries for Authorization Management that you don't understand
• Potential steps you have already tried to fix the problem
• Reason why you believe it's a bug