2949729 - What information do I need to provide when opening a case for SFSF Reporting Story?

• What information do I need to provide when opening a case for SuccessFactors?
• How can I create an optimal support case to avoid delays and expedite/speed up problem resolution with SAP Technical Support?
• What are the additional details we can provide for issues related to Story report in SFSF Reporting?

• SAP SuccessFactors HCM Suite 
  • Analytics & Reporting (Ad Hoc, YouCalc, ORD) 
    • Story Reports

Template for filing a Ticket with Support
Issue Description
Data Center/Login URL
SF Company ID
Support Username  KBA: How to Grant Support Access?
Proxy user, if any, to replicate the issue
Steps to replicate the issue
Current Behaviour
Expected Behaviour
Relevant Screenshots
Contact Details Email ID & Phone No	Please update the details in the "Contacts" section of the case. Follow: How to add/remove additional contacts in an existing case

For Story Report related Cases, we would need additional Details. (These are optional when raising the ticket)

However, Support might request the below details based on the issue:

• For Performance issue (or) when an Error Appears on Query Preview/running a Story:
  • HAR File: 2280022 - How to collect a HTTP archive (HAR) file and Console Log file in SAP Analytics Cloud - SAP for Me
• When Blank Loading screen issue is experienced:
  • IAS & IPS URLs
  • SAML Trace Logs: 2461862 - Collecting SAML traces with Chrome, Edge or Firefox - SAP for Me
  • Direct Login Credentials: 1773689 - How to add logon credentials (user ID and password) to the Customer Remote Logon Depot for a support case - SAP for Me - SAP for Me
  • Add the Support Engineer  as Administrator in IAS & IPS: Add Administrators | SAP Help Portal

 

Note: You may download the attached Template (Word Document), fill the details, and attach to the Ticket.

3050294 - Known Issues for Story reports in SFSF

2213199 - How to add/remove additional contacts in an existing case

Story, report, Report, SAC, Upgrade Centre, information, ticket, case, reporting , KBA , LOD-SF-ANA-SAC , Stories in People Analytics , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , How To

SAP SuccessFactors HCM Suite 2511 ; SAP SuccessFactors Platform 2511