Symptom
Judging the right prioritiy for Cloud HCM Support cases.
In order to ensure healthy service levels for all our customers, priority of cases reported will be judged based on the business impact of the issue. This KBA article outlines the principles which should be used for determining the case priority.
Environment
SAP SuccessFactors Employee Profile
Resolution
Priority P1 “Very High” Production and Go-Live Issues Only
Generally a P1 refers to major data issues. Please ensure to validate business impact and if this is related to a GoLive scenario, provide the Go Live date.
- Profile brings no data for all employees or cannot be accessed.
- Data Security: Issues where employees can access data which they are not authorized to.
- Data Issues: Background data was deleted for employees.
Priority P2 “High”.
This is considered to be second highest Priority which depicts that your organization is going through a business impact
- Unable to save data in Employee Profile.
Priority P3 “Medium”
This is considered to be something in which the business impact is least however there is some functionality loss which is adding on to some issues for your organization.
- Background imports failing
- Profile not being displayed for one employee.
- Unable to import or update employee photos.
- Background Photo issues.
Keywords
Priority, case Priority, Prioritization, Profile, PP3 , KBA , LOD-SF-EP-UI , People Profile UI (PP3 UI) , How To