SAP Knowledge Base Article - Public

2518330 - Basic information to provide while reporting INT cases - SAP SuccessFactors

Symptom

This KBA lists out the Basic Information you need to provide while reporting an case for the SuccessFactors Integration Component to avoid any delays in case processing once it is Sent to SAP.

Environment

  • SAP SuccessFactors Integrations HCM Suite
    • Integrations

Resolution

  1. SF Company ID and support username to login, according KBA 2088892.
    • Please ensure the case is reported with correct SF Company ID.
    • In case of ERP specific issues, report the SAP case (using the ERP system ID and client) instead of a SF case.
  2. For a Very High/High priority case, please maintain your direct/24hr contact number in the case and ensure the priority is justified as per KBA 2155319.
  3. In case of issues with SAP Cloud Payroll/On Premise Payroll systems connecting to SF/Boomi/CPI or in case of some error occurring in a replication process, please also provide the SAP System ID and Client ID with Credentials in the secure area of the case.
  4. For an API issue, please provide the API entity name, session ID or some screenshots where applicable.
  5. For issues related to any of the middlewares specified below, please ensure below additional details are provided at the time of case creation itself.

In case of CPI

  1. Complete Message logs
  2. Tenant URL
  3. Complete issue description with screenshots.
  4. If you use your own IdP - The support engineer may experience "There was an error when authenticating against the external identity provider: The user account must be pre-created. Please contact your system administrator." - In this case, the support engineer will ask you to add their user to your Tenant for troubleshooting purposes. 

In case of Boomi

  1. Boomi account Id
  2. Process execution Id
  3. In case of issues with specific atom, Atom Name
  4. Error message

In case of SAP PI

  1. Screenshot of Communication channel
  2. Complete payload (both for request/response) from Message Monitor(TCODE: sxmb_moni). 

In case of Integration Center

  1. Interface name
  2. Issue details with screenshots (where applicable)
  3. More details described on KBA 2762784

In case of SFAPI/Odata API issues

Odata issues, following this steps:

  1. Please enable the complete logs, on Admin center > Audit log settings > click in the "Enable all payloads" button for the OData. This will turn the full audit logs active for the next 4 hours
  2. Wait 1 minute
  3. Run the integration
  4. Get the logs on Admin Center > Odata Audit Logs (request header, response header, request payload and response payload)
  5. Attach the Request/Response on this ticket on text format

SFAPI issues, following this steps:

  1. Please enable the complete logs, on Admin center > Audit log settings > click in the "Enable all payloads" button for the SFAPI. This will turn the full audit logs active for the next 4 hours.
  2. Wait 1 minute
  3. Run the integration
  4. Get the logs on Admin Center > SFAPI Audit Logs
  5. Attach the Request/Response Payload on this ticket on ZIP format.

See Also

Handbooks:

KBAs:

  • 2525238 - What are the Integration Scenarios which are pre-delivered by SAP SuccessFactors as part of standard Integration Content
  • 2491521 - Integration Center - User Assistance Documentation link
  • 2250344 - How to enable OData API - SuccessFactors
  • 2161909 - How to enable SFAPI in SuccessFactors
  • 2258964 - How to analyze EC to EC payroll standard replication issues

Keywords

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Product

SAP SuccessFactors HCM Suite all versions