SAP Knowledge Base Article - Public

2076011 - Open Performance Form Error: Your request has not been processed successfully. Please try again.

Symptom

When trying to open a performance form, receive an error:

Your request has not been processed successfully. Please try again.

If the problem persists, please contact client support and tell them the event code and the server timestamp shown below.

900-001-6 XX Release build XX

Environment

  • SAP SuccessFactors Performance Management
  • SAP SuccessFactors Talent Intelligence Hub
  • SAP SuccessFactors Job Description Manager
  • SAP SuccessFactors Job Profile Builder
  • SAP SuccessFactors Goal Management
  • SAP SuccessFactors Career Development Planning

Reproducing the Issue

  1. Log in to system
  2. In the For You Today section, click on a Performance Review to-do card
  3. Receive error

OR

  1. Log in to system
  2. Navigate to Home dropdown > Performance
  3. Select a performance form
  4. Receive error

Cause

  • Unresolved Job Description Manager (JDM) and/or Job Profile Builder (JPB) Check tool errors
  • Missing Talent Intelligence Hub Permissions
  • The en_US locale is missing standard elements in the data model
  • Third-party software (anti-virus or security software) is blocking the content of the forms
  • A required field is hidden to the user at a specific step
  • A goal or competency with bad data (HTML, Bullets) was cascaded to users
  • A user cut/copied text from Microsoft Word, a third-party application, or other website into the goal plan or performance form

Resolution

Unresolved Job Description Manager (JDM) and/or Job Profile Builder (JPB) Check tool errors

Please review SAP SuccessFactors Expert Content - Checks for JDM, JPB & TIH in Check Tool on how to run the check tool and resolve the errors. Relaunch the form once all corrections have been made to confirm if the error message is still present.

Missing Talent Intelligence Hub Permissions

Customers who have migrated to Talent Intelligence Hub need to have attribute permissions otherwise performance forms will not open. Please review Using Talent Intelligence Hub - Permissions Required for Using Talent Intelligence Hub to ensure all applicable attribute permissions have been granted.

The en_US locale is missing standard elements in the data model 

Please review SAP SuccessFactors Data Model Reference Guide - Standard Elements in the Succession Data Model to ensure the en_US locale has the standard elements. Relaunch the form once all corrections have been made to confirm if the error message is still present.

Third-party software (anti-virus or security software) is blocking the content of the forms

Aggressive URL scanning (URL filtering) by 3rd party security software can interfere with the display and operation of SuccessFactors pages. Norton, McAfee, Kaspersky, and other security software scan SuccessFactors URLs and pages for JavaScript applets, malware, malicious code, and actively strip out pieces of HTML to sanitize the webpage.

SuccessFactors uses JavaScript and applets. If these are not allowed to run, pages can fail to load or URLs, buttons, and other navigational tools can fail. Please work with your IT department to ensure SAP SuccessFactors sites are added to any allow list and trusted site lists. For more information, see 2088726 - Error - Antivirus Software Causing Issues with Application Functionality

A required field is hidden at a specific step

Review field permissions to ensure there are no conflicts. An example would be having section comments as a required field for all people at all steps, but some steps have the section comments hidden. More details on field permissions are in Implementing and Managing Performance Management - Field Permissions. Relaunch the form once all corrections have been made to confirm if the error message is still present

A goal or competency with bad data was cascaded to users

Note:If a goal or competency with bad data was cascaded to many users, they may all see the same form error.

  • Goals - check the user's goal plan and remove goal data with special characters or with text copy/pasted from another application.
  • Competencies - Check competencies and make sure there is no HTML, links, or other special formatting (such as bullet points etc). If there is bad data in the competency, the competency library will need to be updated.
  • Relaunch the form once all corrections have been made to confirm if the error message is still present

A user cut/copied text from Microsoft Word, a third-party application, or other website into the goal plan or performance form

Microsoft Word is an HTML-based program, and all copied text has HTML even though the code isn't visible. This causes a random block of HTML code to be added into the form XML. Since performance forms are displayed in a web browser which also uses HTML, the copied HTML code breaks the form. While SuccessFactors has built-in capabilities to handle HTML code, it cannot handle every possible scenario. Errors will not occur every time someone pastes content into their forms, but sometimes this will break the form.

SAP SuccessFactors does not support adding HTML, JavaScript, or special characters into comment boxes, competencies, or any XML template (Performance Management, 360 Multi-Rater, Career Development Planning, Goal Management). More information is in Implementing and Managing Performance Management - Usage of HTML or Custom Code Within SAP SuccessFactors Application.

Customers can use reporting to pull in fields for performance forms and goal plans. The fields will show unsupported HTML (example highlighted below):

The form can be routed back to the user to "sanitize" text by following the below steps:

  1. Copy the content as it was originally copied (usually from Word, Excel, a webpage or some other program)
  2. Paste the content into Notepad. Notepad is not an HTML-based editor, and will 'sanitize' this by stripping out all hidden HTML and converting it to plain text
  3. From notepad, reselect and copy the text
  4. Paste this plain text into a comment field of the performance form or goal plan > Save
  5. Reopen the form
  6. If the issue is still present, relaunch the form.

See Also

Keywords

success factors, sf, sfsf, pm, pmgm, reviews, forms, multi rater, multirater, mtr, jdm, jpb, tih, gm, sanitizing, errors, warnings, cannot open, opening, can not , KBA , sf error messagem pm , LOD-SF-PM-FRM , Forms & Templates , LOD-SF-PM-POD , Home Page, Pods and Portlets, To Do List , LOD-SF-PM-ADM , Admin Center, RBP, Permissions and Settings , LOD-SF-PM-FAM , Competencies Behaviors Families and Roles , LOD-SF-MTR-FRM , Forms and Templates , Problem

Product

SAP SuccessFactors HCM Suite all versions ; SAP SuccessFactors Performance & Goals all versions