SAP Knowledge Base Article - Public

3208532 - Learning Cards - Mismatch of Data Between BizX Home Page cards and Learning Plan or Approvals

Symptom

There can be situations where your end users notice discrepancy between the Learning Assignment/Approval Cards on the Latest Home Page and Learning.

Environment

  • SAP SuccessFactors Learning
  • SAP SuccessFactors HCM Suite

Reproducing the Issue

  1. As the User go to the Learning Assignment Card on the Home Page
  2. Select the Tile and make a note of the data
  3. Access Learning User or Learning Administration
  4. Check the user's Learning Plan/Assigned Items/ Approvals
  5. Note the difference

Resolution

To investigate please do the following:

  1. Ask the user to take screenshots of the cards on the Latest Home Page (note that proxy feature will not show the learning cards).
  2. Ask the user to share any error message they receive when the click the cards
  3. Access Learning Administration > Check the user's assigned items or approvals and take note of the courses or Approvals related to the incorrect card on the Latest Home Page.
  4. For Learning Assignments please run the User Learning Plan Audit (CSV) report with a filter of the User only (not on courses).
  5. Confirm any user merge activities, inactive status changes or GlobalAssignment/ConcurrentEmployment changes.

After identifying using the above steps that there is data that needs to be corrected, you need to engage SAP Product Support under the LOD-SF-LMS-TIL component. Our Support team will review the data provided and in case necessary according to the investigation results, using an internal tool we will sync up the data between Learning and the BizX Home Page.

Please note in regards to RCA:
We proactively try to fix these sync issues, if you encounter a new sync issue, the root cause can be unique each time. In order for us to confirm the RCA we would need to review our logs, these logs are only available for 60 days from the date the event occured that would have caused the desync. Please do raise any issue to our Support as soon as possible, but note if the issue occurred more than 60 days ago we can solve the issue but cannot confirm the RCA as the logs are no longer available. 

When engaging SAP Support via support ticket, provide the following details:

  1. BizX Company ID (refer to the KBA 2655655 - How to find the SAP SuccessFactors Company ID)
  2. Support Access account username as the affected user (refer to the KBA 2088892 - How to Grant Support Access to SAP SuccessFactors Support Staff for further assistance as).
    Note proxying as another user will not work since learning data is blocked while proxying so will need the actual affected user.
  3. An additional Support Access account with any user having Learning Administration access (if the affected user does not have a related admin account).
  4. User Learning Plan Audit (CSV) report showing an example user that has this issue
  5. Screenshot of the Learning Cards of impacted users.
  6. Network Logs .har file as per the steps below:
    1. Access the SuccessFactors Home Page as the Affected User >
    2. Right click > Inspect > Open the Network tab >
    3. Refresh the page >
    4. In the logs tab, click in the download icon to export the .har file.

Disclaimer note as per help page: Learning on the home page

The following information is important to consider for Learning on the Platform home page:

  • Only 20 Learning cards per category display at a time. If you have more than 20, you can view them in Learning.

  • Any changes that are made after an assignment is made or an approval is triggered won't be displayed.

  • If the user's name isn't available, it will display as blank.

  • When Learning users are merged, the Learning Assignments and Approvals cards on the home page won't reflect the merge. We don't currently support this functionality. You can view the merged information within Learning.

  • If multiple approvers act on an approval at the same time, then one of the approvers receives an error message.

  • If the Learning Approval permission is removed for the approver, the Approval card may still display on the home page, but it will be removed from Learning.

See Also

Keywords

SuccessFactors, Learning, To-Do, Assignments, Approvals, Cards, New, Home, Page, homepage, items, curricula, difference, comparison, discrepancy, data, overdue, missing, null pointer error, curriculum, required. , KBA , LOD-SF-LMS-TIL , Landing Page and Tiles , LOD-SF-LMS-INT , Integrations with BizX , Problem

Product

SAP SuccessFactors Learning all versions