Symptom
Server was unable to process request ---> Invalid ticket provided [Unknown user name or password]
Environment
SAP SuccessFactors Onboarding 1.0 - All Versions
Reproducing the Issue
- Login to SAP SuccessFactors HCM > Admin Center
- Manage Employee Portal
Cause
Possible causes on why error is shown:
- EmployeePortalService is locked out
- EmployeePortalService is configured with incorrect credentials
- EmployeePortalService is used by 2 Onboarding Employee Portal (due to Onboarding Account Refresh)
Resolution
For Live Customer(s)
The error is caused by EmployeePortalService is either locked out or incorrect credentials which usually shows after Onboarding Account Refresh. To resolve the issue, you may need to connect with SAP Product Support to correct the service login.
Contact SAP SuccessFactors Cloud Product Support
Please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support case. In addition, follow the template when creating an case and provide the needed information below.
- Subject: KBA 2278885 - Server was unable to process request ---> Invalid ticket provided [Unknown user name or password
- Component: LOD-SF-OBD-POR
Problem Description:
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For Implementation Partner(s) and Consultant(s)
To resolve the issue, you may need to follow below procedure.
- Login and access SAP SuccessFactors HCM > Admin Center > Tools > Manage Employee Portal
- In Admin Site Actions > View All Site Content > AppConfig; In AppConfig list, the WSUrl, WSLogin, and WSPassword should be correct.
Terminologies
- WSUrl = URL of the Onboarding Employee Portal of your Onboarding Account (e.g. "https://onboarding4preview.sapsf.com/ONB/services/EmployeePortalService.asmx")
- WSLogin = The username to connect Onboarding and Employee Portal to connect seamlessly. Format of WSLogin (e.g. {accountname}_eeportal)
- WSPassword = The password to connect Onboarding and Employee Portal to connect seamlessly. No format as long as unique
- Login Set = EmployeePortalService
Note:
- If you cannot access AppConfig in Employee Portal, you can access it via sample URL: https://ep-onboarding4preview.sapsf.com/ONB/InsertAccountName/Lists/AppConfig/AllItems.aspx
- Replace the text in blue font with the URL of customer's Employee Portal link; before accessing the link, access SAP SuccessFactors HCM > Admin Center > Tools > Manage Employee Portal and paste the link in another tab in your internet browser
Keywords
Server was unable to process request ---> Invalid ticket provided [Unknown user name or password], Employee Portal, WSPassword, WSLogin, WSUrl, Login Set , KBA , LOD-SF-OBD-EP , Portal , Problem