SAP Knowledge Base Article - Public

2948406 - Troubleshooting steps for Intelligent Services Center (ISC) to Integration Center (IC) Issue

Symptom

This article would help you to perform basic analysis on the issue reported for Intelligent Services Center (ISC) to Integration Center (IC)(ISE) issues.

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

Environment

  • SAP SuccessFactors HCM Suite
  • SAP SuccessFactors Intelligent Services Center
  • SAP SuccessFactors Integration Center

Resolution

Follow below steps:

Step 1:

Check if event was raised successfully in ISC. If no, then check who is the publisher for the event (like Employee Central, Recruiting). If you need help from SAP support, you can reach out to corresponding support team for the publisher.

For example: Employee Central is the publisher for "Employee Hire" event.  In a similar way check who is the publisher of the event which was not triggered when changes were done on UI.

Step 2:

If event was raised successfully, check under monitoring tab if you see corresponding entry. You would see entry like below. Note that time will be as per your local system's timezone.

Note that you might see some delay when event was actually raised and when subscriber call was triggered. If delay is huge while triggering the subscriber then please report a ticket for LOD-SF-PLT-ISC component.

Step 3:

Click on this entry. If you see below i.e. there is no info about Integration Center process which was associated under Flow tab of ISC then there could be 2 possibilities:

**Note**: 

  • First checked that the user used by ISC subscriber to execute the ISC flow has the correct permissions (under Metadata Framework -> Configure Object Definitions; Import Permission on Metadata Framework; Configure Business Rules; Admin access to MDF OData)
  • If that user has become inactive (in the ISC flow on the top you will have "Last published <date:time> by undefined" ) then you need to save the flow again so that it is published by a valid user.

Step3/Case 1:

ISC triggered IC process successfully and Execution manager logs  under "Integration Center" tab of "Admin Center -> Execution Manager dashboard" were written too as shown below. In this case there was no issue on ISC side. However, if you have any further concern with data which was picked by Integration Center and you need further help from SAP support then report a case in LOD-SF-INT-INC-ISE component.

One possibility of this scenario is that ISC event is triggered, IC job is executed, but 0 results are produced in your destination system. For that, check Integration Center filters (to see if your event could be removed due some filter) and also please check the RBP needed for the user who triggered the ISC > IC > process described in this other KBA 2799227 - RBP For Integration Center to Allow users to execute "Application/UI" or "Event-based (ISC)" Integrations Type

These other two KBAs can help you checking the config/issues too:

Step3/Case 2:

There is no execution manager log generated for the corresponding raised event. This indicates ISC to IC connection was broken or the ISC event types do not correspond to what is stored in the DB.

To troubleshoot we suggest to resave all flows belonging to those event types and then publish new events. 

In case the issue persists, you can report a ticket in LOD-SF-PLT-ISC component with below detail:

  • event Name
  • Event Id
  • Timestamp with time Zone detail for event raised which can be seen under monitoring tab of ISC

Note that event Id information plays important role here as using this we can check the particular execution in our backend log.  You can see event Id in the image of step 3.

Step 4:

If due to any reason Integration Center process fails (For example: you maintained wrong SFTP credential in "Destination Settings" of Integration Center, you would see status as failed under "ISC->Event Monitoring" as shown below:

This indicates that failure has happened in Integration Center side. You can click on highlighted icon which would take you directly to execution manager log for this particular execution. In execution manager log, you would find reason of failure.

However, if execution manager log also does not help to resolve the issue &  you need any assistance of SAP Support for this step, create a ticket for LOD-SF-INT-INC-ISE component.


FAQ

Q1.  Why are older version of a Job (e.g. a Business Scenario job) running even if a new updated version of the same job is available and running fine?
A1. The reason why old jobs are still running is because they have been started but not yet completed by the time a new version of the job is created and started handling new events. This is the expected behavior of the system. Note also that older processing versions will either complete successfully (and that is the expected behavior) or fail and in this case they are retried for 3 times and then the whole process is suspended indefinitely as long as the cause has not been corrected. 

See Also

Please help check helpful KBAs:

Keywords

Intelligent Services center, Integration Center, eventId, execution manager dashboard, ISC, IC, SAP SuccessFactors HCM HCM Suite, ISC, IC, permissions, RBP, zero results, missing file, not reaching destination system, connection broken , KBA , LOD-SF-PLT-ISC , Intelligent Services , LOD-SF-INT-INC-ISE , Integration Center from ISC Events , Problem

Product

SAP SuccessFactors HCM Suite all versions