SAP Knowledge Base Article - Public

2889544 - Requirements When Logging Issues Related to Mapping or Manage Pending Hires

Symptom

  • Error mapping fields from ONB 1.0 to EC
  • Error mapping fields from RCM to ONB 1.0
  • Error encountered during Manage Pending Hires process
  • Missing data in fields in Manage Pending Hires

Environment

  • SAP SuccessFactors Onboarding 1.0
  • SAP SuccessFactors Employee Central
  • SAP SuccessFactors Recruiting Management

Resolution

To ensure that the reported issue is handled effectively and in a manner that aligns with SAP SuccessFactors Best Practices and Scope of Support please ensure that you provide all the following information when logging such a case.

If we find that a case has been logged without the below required information, regardless of its priority, the case will be returned to you requesting that all the relevant information be provided before we proceed with the investigation.

For Live Customer(s)

If you are engaged with SAP Certified Partners, Consultants, or SAP Professional Services, you must first direct your request through them.
In the event you have no SAP Certified Partners, Consultants, or SAP Professional Services, you may log this issue with our support team and you must include the following information:

  1. A screenshot of the error that you are experiencing (If applicable).
  2. Provide a full replication document with all the necessary steps so that Support can replicate this issue.
  3. In this document you must provide the values for all fields if Manage Pending Hires needs to be inspected.
  4. You will also need to clarify what Business Rules you have associated with the fields in MPH and a Rule Trace log will need to be provided.
  5. Where applicable, please provide the names of the affected candidates to replicate this issue with.
  6. Please provide the exact names of the affected Onboarding and EC fields and the name of the Onboarding panel it is maintained on.
  7. If the issue is of Very High Priority status, you must provide a valid business impact that aligns with the severity of the issue - 2155240 - Assess case Priority - SuccessFactors
  8. If we find that a case has been logged without the above required information, the case will be returned to you requesting that all the relevant information stated above be provided before we proceed with investigating.
  9. After reviewing the provided information, if Support determines that the reported issue is related to configuration then we ask that you redirect the issue to the Professional Services team - 2279979 - How to Engage with an SAP Certified Partner or SAP Professional Services Consulting - Onboarding


For Implementation Partner(s) and Consultant(s)

If you are the Implementation Partner for the customer you will need to confirm that you raised this issue with the Partner Support team prior to raising the ticket with Onboarding Support as this is the correct procedure when a Partner is engaged with a customer - 2116056 - SAP SuccessFactors Partner Support - Resources & Tools

A case that is logged by a Partner with SuccessFactors Support, that has not been raised in the Partner Support Community, will be set to Resolved by SuccessFactors Support with the request to close the case.

Configuration and Implementation requests/issues are outside the scope of support.
Integration and Configuration is the responsibility of the Implementation Partner, it is outside the scope of support to assist with Configuration and Integration - 2400090 - Guide to Understand the Scope of SAP Product Support - Onboarding 1.0 [Service Request]

Upon logging the ticket with Onboarding Support you must provide the following information:

  1. Please provide the response that you received from the Partner Support Community and the name of the person who assisted you with this matter.
  2. A screenshot of the error that you are experiencing (If applicable).
  3. Provide a full replication document with all the necessary steps so that Support can replicate this issue.
  4. In this document you must provide the values for all fields if Manage Pending Hires needs to be inspected.
  5. You will also need to clarify what Business Rules you have associated with the fields in MPH and a Rule Trace log will need to be provided.
  6. Where applicable, please provide the names of the affected candidates to replicate this issue with.
  7. Please provide the exact names of the affected Onboarding and EC fields and the name of the Onboarding panel it is maintained on.
  8. If the issue is of Very High Priority status, you must provide a valid business impact that aligns with the severity of the issue - 2155240 - Assess case Priority - SuccessFactors
  9. If we find that a case has been logged without the above required information, the case will be returned to you requesting that all the relevant information stated above be provided before we proceed with investigating.

After reviewing the provided information, if we believe that a genuine error has occurred with the standard configuration we will assist with the necessary investigation and resolution.
If we determine that the error is due to custom/misconfiguration then you will be asked to raise this issue with Partner Support or Professional Services as it breaches the Scope of Support.

Keywords

Mapping, Error, Onboarding, ONB, OBD, Data, Configuration, Implementation, Manage Pending Hires, Recruits, Recruiting, Process , KBA , LOD-SF-OBD-INT , Integrations with Onboarding , LOD-SF-RCM-INT , Integration Center & Intelligent Services , LOD-SF-EC-INT , Manage Pending Hires (Integration RCM/ ONB/ OBX + UI) , How To

Product

SAP SuccessFactors Employee Central all versions ; SAP SuccessFactors Onboarding all versions ; SAP SuccessFactors Recruiting all versions