SAP Knowledge Base Article - Public

2155207 - Compensation & Variable Pay - Incident prioritization


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.


  • SAP SuccessFactors Compensation
  • SAP SuccessFactors Variable Pay


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



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