SAP Knowledge Base Article - Public

2155223 - Incident Prioritization and Processing for Employee Central

Symptom

  • How determine the correct priority for Cloud HXM/Employee Central Support cases
  • In order to ensure healthy service levels for all customers, priority of cases reported will be judged based on the business impact of the issue
  • This KB article outlines the principles which should be used for determining case priority

Environment

SAP SuccessFactors Employee Central

Resolution

Priority P1 “Very High” Production and Go-Live Issues Only

A P1 refers to a scenario where Hiring, Terminating and/or Paying multiple or all employees is completely blocked. Please validate business impact and if this is related to a GoLive scenario, provide the Go Live date

  • Hiring and Termination: Cannot add any new employee or re-hire an employee (both manually and via import)
  • Payroll Related: Cannot pay an employee or set of employees
  • Suite Integration: Background HRIS Sync jobs failure
  • Data Security: issues when employees can access data which they are not authorized to 

Priority P2 “High” Examples

A P2 refers to a scenario where the issue is impacting multiple employee's but it is not completely blocking important Business Processes such as Hiring, Terminating, Paying Employees or Integrations with other systems

  • Business Transactions are blocked for multiple users such as:
    • Cannot approve Workflows/Transactions for multiple employees
    • Cannot request Time Off (leave) for multiple employees
    • Cannot update Payment Information for multiple users
    • Cannot enroll multiple employees in a Benefit

  • Existing Business rules not getting executed
  • Issues with Imports for multiple employees or bulk imports
  • Unable to access Employee Central related MDF objects (Objects related to features such as: Time Off, Position Management, etc)
  • Integration issues between Recruiting-Onboarding-Employee Central for multiple employees 

Priority P3 “Medium” Examples

A P3 issue refers to minor configuration and data issues that are not blocking important business processes or transactions

  • Impacting a small number of users
  • New Configurations
  • Cosmetic Issues 
  • Issues that could be of High priority, but it has a valid workaround

Priority P4 “Low” Examples

A P4 is generally a:

  • "How To" question
  • Root Cause Analysis (RCA) request
  • Schedule an Expert Session 

One Issue per case Rule

For the purpose of clarity, and to be able to better assist you, we require one issue per case as this will limit any confusion. This request will also assist with tracking and allow us to fully answer all your questions without leaving anything unanswered. Any other unrelated questions must be submitted as separate cases

Keywords

sf, success factors, EC, One Issue per case, Multiple Issues , KBA , LOD-SF-EC , Employee Central , How To

Product

SAP SuccessFactors Employee Central all versions ; SAP SuccessFactors HCM suite all versions