SAP Knowledge Base Article - Public

2155738 - Incident prioritization for Succession Management and Career Development Planning

Symptom

Judging the right priority for Cloud HXM Support Cases.

To ensure healthy service levels for all our customers, priority of cases reported will be judged based on the business impact of the issue. This article outlines the principles which should be used for determining the case priority.

Environment

  • SAP SuccessFactors Succession Management
  • SAP SuccessFactors Career Development Planning

Resolution

Priority “Very High” (Production and Go-Live issues only)

Considered to be the highest Priority which depicts that your organization is going through an Immense Business impact. Please ensure to validate business impact and if related to a GoLive scenario, provide the Go-Live date.
Following are few examples which will be considered under Very High Priority:

Succession

  • Succession Org Chart is not accessible or does not render for any user;
  • Unable to Nominate Successors;
  • Position Import / Sync Failures;
  • Matrix Grid Reports do not render.

Career Development Planning

  • CDP template configured incorrectly allowing anyone in company to see everyone else Development Goals;
  • Unable to select Learning activities based on Competencies;
  • CDP/LMS integration issues.

   

Priority “High”

Considered to be second highest Priority which depicts that your organization is going through a business impact.
Following are few examples which will be considered under High Priority:

Succession

  • Succession Org Chart is not accessible or does not render in some browsers;
  • Some users are unable to Nominate Successors;
  • Position Import / Sync Failures intermittently;
  • Matrix Grid Reports do not render in some browsers.

Career Development Planning

  • CDP/LMS Integration Issues that have workarounds;
  • Learning Activity Status not being updated in CDP for some records;
  • Unable to select Learning activities based on Competencies for some users.

 

Priority “Medium”

Considered to be something in which the business impact is least, however, there is some functionality loss which is adding on to some issues for your organization.
Following are few examples which will be considered under Medium Priority:

Succession

  • Succession Org Chart shows incorrect reporting relationship for some employees;
  • Matrix Grid reports not plotting correctly for some employees;
  • Talent Search not functioning properly.

Career Development Planning

  • Career Development Plan not accessible for few employees;
  • Fields not available for reporting in ad hoc reports;
  • Career Worksheet Functionality.

Keywords

Incident priority, Case priority, Priority, Adjustment, Priority adjustment, product support, case , KBA , LOD-SF-SCM , Succession Management , LOD-SF-CDP , Career Development Planning , How To

Product

SAP SuccessFactors Succession & Development all versions