2891709 - Requirements When Logging Issues Encountered During Onboarding/Offboarding/Crossboarding Process

• Error encountered at a specific step of a candidates Onboarding/Offboarding/Crossboarding process.
• Unable to move to next step of candidates Onboarding/Offboarding/Crossboarding process
• Data sent from Recruiting/EC not visible in Onboarding/Offboarding/Crossboarding fields

• SAP SuccessFactors Onboarding 1.0
• SAP SuccessFactors Onboarding 2.0
• SAP SuccessFactors Employee Central
• SAP SuccessFactors Recruiting Management 

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 relevant fields if the associated process needs to be assessed.
4. You will also need to clarify what Business Rules you have associated with the Termination process in your system, we require the exact names.
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/Offboarding and Recruiting fields and the exact name of the Onboarding/Offboarding panel this issue is encountered 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 relevant fields if the associated process needs to be assessed.
5. You will also need to clarify what Business Rules you have associated with the Termination process in your system, we require the exact names.
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/Offboarding/Crossboarding and Recruiting fields and the exact name of the Onboarding/Offboarding/Crossboarding panel this issue is encountered 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.

 

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