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

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

SAP SuccessFactors

1. SF Company ID and support username to login, according KBA 2088892.

• Please ensure the incident is reported with correct SF Company ID.
• In case of ERP specific issues, report the SAP incident (using the ERP system ID and client) instead of a SF Incident.

2. For a Very High/High priority incident, please maintain your direct/24hr contact number in the incident 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 incident.

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 Incident creation itself.

In case of CPI

1. Complete Message logs
2. Tenant URL
3. Complete issue description with screenshots.

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

1. Complete API logs
2. Log ID

Handbooks:

SAP SuccessFactors HCM Suite OData API: Reference Guide

SAP SuccessFactors Employee Central OData API: Reference Guide

SAP SuccessFactors HCM Suite OData API: Developer Guide

SAP SuccessFactors HCM Suite SFAPI: Developer Guide

Integration Center (IC)

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

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