SAP Knowledge Base Article - Public

2949729 - What information do I need to provide when opening a case for Stories in People Analytics?

Symptom

  • What information do I need to provide when opening an incident for People Analytics (Report - Story)?
  • How can I create an optimal support incident to avoid delays and expedite / speed up incident/problem resolution with SAP Cloud Product Support?
  • For missing features and functionality: How to create an Enhancement Request for Analytics: KBA for enhancements: https://launchpad.support.sap.com/#/notes/0002090228

Environment

  • SuccessFactors People Analytics
  • Embedded Usage of SAP Analytics Cloud

Resolution

1. Generic Information

System/Tenant information:

  • Customer ID
  • Data Centre

User Credentails:

  • Please provide support access for the user facing the issue. 
  • Note: there might be some occurrences where we need direct login credentials, for example, user specific issues related to accessing the Stories tool. (Blank / Loading Screen)
  • Add credentials of existing user into the secure area. It is necessary for reproducing issues related to People Analytics as we do not support secondary login for People Analytics. 
    • It is crucial for us to have the following info in each incident:
      • Username
      • Password
      • Login Method
      • Login URL
  • See 1773689 for more information.
  • Note: Please do not enter the username / password as plain text to the case description. 
    Note: Share the Report - Story by using the share function in Report Centre or provide User Credentials for user directly affected. 

Timestamp:

Collect the timestamp just before you start replicating the issue.

This will be used in case we need to check server logs as it has information about your session (which server your session was on, time and date of the session, etc..)

See KBA 2284865 - Time Stamp Explained in case you need help locating the timestamp.

Errors or Warnings:

  1. Copy all errors or warnings seen in the application and in the browser console (Press F12 or CTRL+Shift+J on your keyboard). See 2280022 for more information.
  2. Include the correlation ID (if available) to help track down the cause and help us resolve your incident more quickly!
    • Note: The correlation ID is saved with all errors, but isn't a code that corresponds to a specific error. Instead, it's a unique identifier generated by the system to help us trace what the system was doing when the error occurred
    • Check the System > Monitor > Trace area for any errors. See the message/stack/detail columns.
      • Note: Please attach the information to the incident.
  • Open Chrome Developer tools and review any errors or warnings in the Network and Console tabs. Add these errors and warnings to your search engine query (See above) and the SAP support incident. See Open Chrome DevTools.
    • See article 2280022 on how to collect an HTTP archive (HAR) file in SAP Analytics Cloud.

Business impact & Priority: 

Information for all Issues: 

  • Issue: Describe the issue / problem in a few sentences.

For example: User X has an issue running report A. The report returns a blank screen and no data is available.

  • Expected Behaviour: Instead of running into your issue, what would be the expected behavior from your point of view?

For example: User X would successfully run the report and would see a pie chart showing gender diversity in our organisation.

  • Replication Steps: Provide detailed steps to replicate the issue. Please provide accompanying screenshots showing what you are doing as well.

Make sure all screenshots are uncropped, meaning they show the full browser page including the address bar.

For Example:

  1. Log into SuccessFactors via IAS;
  2. Navigate to Reporting;
  3. Search for 'Report A''
  4. Run 'Report A'.
  5. See blank screen while running 'Report A'.

2. Enablement / Access / Framework Issues

3. Functional Issues

  • Please provide a screenshot of the error you are facing. 
  • Is the error consistent or intermittent? 
    • Please note it is very important to have a clear workflow when reproducing the issue.
    • Please also try testing in incognito to ensure it is not a cookies / caching issue.
  • Can you please provide the UI Console Logs & Browser Network Logs for any error? 
    • (Press F12 or CTRL+Shift+J on your keyboard). See 2280022 for more information.
    • Check the System > Monitor > Trace area for any errors. See the message/stack/detail columns.
  • Open Chrome Developer tools and review any errors or warnings in the Network and Console tabs. Add these errors and warnings to your search engine query (See above) and the SAP support incident. See Open Chrome DevTools.
    • See article 2280022 on how to collect an HTTP archive (HAR) file in SAP Analytics Cloud.
  • Step-by-step to reproduce the issue? 
  • Does a simple version of the Report - Story face the same issue? 
  • Does the issue occur for all users? 
  • Video recording where necessary. 

4. Contact Details

  • Time zone: If you would like to speak to an engineer who works in the same time zone. Make sure your s-user information is up to date.
  • Phone: We cannot get in touch with you if your details are outdated. Easy to fix if you review article 1271545.

5. Attachments

  • Attachments have size and extension limits.
  • Verify that the attachment is listed after the wheel has finished spinning.

Note: Please reference the relevant attachments where necessary in the incident description.

6. Troubleshooting already Performed

  • Please highlight any steps you have already taken to resolve the issue to avoid duplication of work. For example: 
    • Different test users. 
    • Different Data Sources - Does it occur using all schema? 
    • Knowledge Base Articles, blogs, questions etc. that you have already used to troubleshoot
    • Copy the story and/or simplify or remove parts or sections of it.
    • Attach any useful information such as stack traces, console errors and warning etc based on above issues.
    • Open Chrome Developer tools and review any errors or warnings in the Network and Console tabs. Add these errors and warnings to your search engine query (See above) and the SAP support incident. See Open Chrome DevTools.
    • See article 2280022 on how to collect an HTTP archive (HAR) file in SAP Analytics Cloud.

See Also

https://launchpad.support.sap.com/#/notes/3050294 - Known Issues KBA

Top KBAs:

Keywords

Report Story, People Analytics, Report Centre, SAC, IAS, IPS, User Sync, SSO, Embedded Analytics, Upgrade Centre, , KBA , LOD-SF-ANA-SAC , People Analytics (Analytics Cloud for SF) , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, YouCalc, ORD) , How To

Product

SAP SuccessFactors HXM Suite all versions