2155207 - Compensation & Variable Pay - Incident prioritization

Symptom

Judging the right priority for Cloud HCM Support cases.

To ensure healthy service levels for all our customers, priority of reported cases will be judged based on business impact of the issue.

This KBA article outlines the principles which should be used for determining an cases priority.

Environment

SAP SuccessFactors Compensation
SAP SuccessFactors Variable Pay

Resolution

Priority P1 " VERY HIGH"

Customer is not able to launch forms for the cycle
Customer is not able to generate statements
Users are not able to route the forms forward in between live cycle
The correct employees cannot be added to worksheets
Reports or exports are stalled and are not completing

Priority P2 "HIGH"

Customer is not able to run the compensation report to send to the Payroll team during the live cycle
Data does not appear to be calculating as expected
Ratings from PM are not showing as needed
Some worksheets are not generating or have incorrect users on them (hierarchy issues)
Audit report is not working

Priority P3 "MEDIUM"

Cannot import new values into a field
PM ratings appear to be coming from the wrong PM form
inconsistent behaviour when attempting to save data. For example multiple clicks to have a worksheet save.
System is taking longer than expected to complete a task (but still completing)
Opening of worksheets and executive review slow
Employees are on the wrong worksheets or not transferring as expected

Keywords

compensation prioritization, variable pay prioritization, case prioritization, compensation, variable pay, case priority, cmp p2, p2 requirements, p1 vrp , KBA , LOD-SF-CMP , Compensation Management , LOD-SF-VRP , Variable Pay Programs , How To

Product

SAP SuccessFactors Compensation all versions ; SAP SuccessFactors HCM Core all versions