SAP Knowledge Base Article - Public

2318431 - Duplicate Support Incidents in SAP SuccessFactors

Symptom

When a customer creates a duplicate Support case in order to request an update on an original case.

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

Cause

Resolution

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

See Also

Keywords

SF, success factors, duplicated, SLA, Service Level Agreement, Same case, Response Time, case , 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-RMK , Recruiting Marketing , LOD-SF-PM , Performance Management , 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