SAP Knowledge Base Article - Public

2334308 - Manager is not able to see all his direct reports


  • When searching for an employee on Org Chart, it shows correctly. However, when accessing the Org Chart logged as the manager, the direct reports are not displayed correctly, missing employees.
    For example: Employee A reports to Manager B. Employee A is able to see the correct number of direct reports for Manager B. Manager B is not able to see Employee A as a direct report.
  • The Company Org Chart is not being updated. There is a discrepancy on Company Org Chart, compared with the information on User Data File or Manage Users configuration page.


SAP SuccessFactors HXM Suite

Reproducing the Issue

Logged as Employee A

  1. Go to Organization chart;
  2. Search as Employee A and click "One Level Up", we can see the employees' Manager and all the direct reports correctly.

Logged as Manager B

  1. Go to Organization chart;
  2. Not all Direct Reports are displayed, Employee A is not appearing as Direct Report.


  • This may occur because Employee A (not visible in the Manager's view on org chart) was added via "Manage Users" on Admin Center.
  • This inconsistency may be caused because the LnR job failed to synchronize the employee information.


To resolve this discrepancy and make Employee A visible in Manager's view on Org chart, it is necessary to do an Org Chart refresh.

Please follow below steps to refresh the Org Chart:

  1. Logon into SF Instance with an admin account;
  2. Navigate to Admin Center > Update User information;
  3. Click "Employee Export" and download the User Data file;
  4. After downloading, upload the same file without modifying the data within the User data file via "Employee Import" option under "Update User Information";
  5. Once done, clear the browser cache/cookies and try accessing SF Instance using admin account and check the org chart.


Org chart, Company Org chart, User/employee not reflecting in Manager's org chart, Manager change, Company Org Chart Not Functioning, LnR , KBA , LOD-SF-PLT-ORG , Org Chart Issues , LOD-SF-PLT-MNG , Manage user Issues , Problem


SAP SuccessFactors HCM Core all versions