2318431 - Duplicate Support Cases in SAP SuccessFactors

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

SAP SuccessFactors HCM Suite

• 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.

• KBA 2155240 - Assess case Priority - SAP SuccessFactors
• SAP Customer Interaction Center

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