2555407 - Manage Support Access issues

• We are not able to select users in Manage Support Access tool today.
• Not able to find the user as UI is missing in the tool to select a user.
  
• You have the permission to Manage Support Access but it can not be search/found in Admin Center -> Company Settings or Admin Center -> Tools search -> Manage Support Access

SAP SuccessFactors HXM Suite

1.  Prerequisite as per KBA 2088892 done

2. Access Manage Support Access

3. No fields where username, firstname, lastname is specified.
   

Possible cause:

• Data model has standard element reference ID without a corresponding standard element definition.
  For example we find standard-element-ref refid="custom13" in the data model but there is no "standard-element id="custom13" defined
• RBP has not synced in the system

• This would need to be fixed by either adding a definition for it or removing it from the Data Model.This is something a partner would usually do for you as it requires access to provisioning
• If Manage Support Access feature is completely missing, it may be due to recent role based permission changes that have not synced in the system. To remedy this:
• you can do a 'Refresh RBP Permission Configuration' from Company Settings in Provisioning. Only a Partner or Support have access to provisioning
• Make sure to enable Secondary Login as per KBA 2088892

 2088892

Data model, support access, search users, standard-element, manage support access, Refresh, Refresh RBP , KBA , LOD-SF-PLT-USR , User Management , Problem