2555407 - Issue while navigating in Manage Support Access

• It's not possible to select users in Manage Support Access tool.
• Unable to find the user as UI is missing in the tool to select a user.
  
• Permission for Manage Support Access is in place, but it can not be searched/found in Admin Center -> Company Settings or Admin Center -> Tools search -> Manage Support Access

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental. 

SAP SuccessFactors HCM Suite

1. Prerequisites are set up properly as per KBA 2088892 - How to Grant Support Access to SAP SuccessFactors Support Staff - SAP for Me 

2. Access Manage Support Access

3. No fields where username, first name and last name is specified.
   

Possible causes:

• 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 that is usually done by partners 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 - How to Grant Support Access to SAP SuccessFactors Support Staff - SAP for Me 

KBA 2088892 - How to Grant Support Access to SAP SuccessFactors Support Staff - SAP for Me 

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