SAP Knowledge Base Article - Public

2318431 - Duplicate Support Cases in SAP SuccessFactors

Symptom

Customer creates a duplicate SAP Support case in order to request an update on an original case.

Environment

SAP SuccessFactors HCM Suite

Resolution

  • Duplicated SAP Support cases will be automatically closed.
  • If you have any case needing an urgent update, escalation, or call back, please update the original case.
  • In case you receive no response in the case within the expected response time (as per the Service Level Agreement), contact your CSM, or reach out to the Customer Interaction Center (CIC) to ask for an expedited request.

IMPORTANT: SAP Support personnel handling this hotline are not specialized on specific SAP SuccessFactors modules. You may not get an immediate solution. They will, however, help you get visibility on your case so the SAP support engineer responsible can work on it as soon as possible.

See Also

Keywords

successfactors, duplicate, sla, service, level, agreement, same, case, response, time, process , KBA , LOD-SF-PLT , Platform Foundational Capabilities , LOD-SF-EC , Employee Central , LOD-SF-LMS , Learning Management System , LOD-SF-RCM , Recruiting Management , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , LOD-SF-OBD , Onboarding , LOD-SF-PM , Performance Management , LOD-SF-RMK , Recruiting Marketing , LOD-SF-RPO , Recruiting Posting , LOD-SF-CMP-VAR , Compensation Integration Issues with Variable Pay , LOD-SF-GM , Goal Management , LOD-SF-WFA , Workforce Analytics & Planning , LOD-SF-LIT , SAP Litmos Product , How To

Product

SAP SuccessFactors Compensation all versions ; SAP SuccessFactors Employee Central all versions ; SAP SuccessFactors HCM Suite all versions ; SAP SuccessFactors Learning all versions ; SAP SuccessFactors Onboarding all versions ; SAP SuccessFactors Performance & Goals all versions ; SAP SuccessFactors Recruiting all versions ; SAP SuccessFactors Succession & Development all versions ; SAP SuccessFactors Workforce Analytics all versions