SAP Knowledge Base Article - Public

3246435 - Information Required When Creating a SuccessFactors Support Case/Chat - Onboarding

Symptom

Understand what information are needed by SuccessFactors Support in order to effectively analyze and resolve a case or chat.

Environment

SAP SuccessFactors Onboarding

Resolution

Important

  • Support operates on the policy of One Issue, One Instance, One case
  • An case must be created against the Instance where the issue is occurring
  • You must include all detailed information necessary to analyze the problem you are experiencing
  • Refer to KB article 1296527 - How to create a support case (contact SAP Product Support) - SAP for Me

Scope & Priority 

  • Determine whether the issue is within the scope of support/relates to Implementation/Consultation for which there is a separate support channel.
  • Determine the appropriate priority. Find details on prioritization here.

Details Required:

1. Affected Instance :

Provide the instance details where the issue is happening in each support case:

  • Instance ID
  • Data center where instance is housed
  • Support Access (How to provide access)
  • You can also maintain Logon Credentials (S-User ID and password) in the secure area

Note:

  • For compliance purposes, support can only access the instance registered in the ticket based on the customer's name. You will be asked to create new case if the recorded instance is not the correct one
  • If the issue is happening in a production instance and can be replicated in test instance, create the issue against the production instance then provide the details of the test instance for testing purposes. Support will be able to access Test/Dev and Production instance registered against the customer's name.

2. Behavior :

Describe/Explain the issue in details

  • Actual behavior / result
  • Expected behavior / result
  • For error - provide a screen shot of the error and provide the error log (you can access this log by clicking on show error).

Note: It is important to differentiate between the actual behavior and the expected behavior to help establish the nature and cause of the discrepancy

3. Steps to Replicate :

  • Provide the exact steps necessary to arrive at the same result (ex. logon as, proxy as etc...)
  • A testing user (for example logon user, Manager / admin etc....)
  • The affected user(s)
  • Indicate if support has permission to replicate the issue and the instance where test can be done

4. Timestamp When Issue is Replicated :

  • KB article 2354817 - How to Find SuccessFactors Product Version, Server, Timestamp & Release Details

5. Configuration Details :

Certain features necessitate configuration details

  • Rules, fields, portlets, workflow, Alerts etc.
  • Where it is set to trigger (for rule) or where to find the configuration

6. Screenshots, Videos & Other Files :

  • Provide Screenshots where relevant. Use full-page screenshots to include url link (very important in case of workflow issues)
  • If possible, a short video demonstrating the issue is always very helpful as it can often show the behavior in full
  • Templates, if applicable (Goal Plans, PM Forms, Compensation, etc.)
  • Data files specific to the behavior
    • If such files are sensitive/too large, please make note of this in the case

7. Contact Details :

ALL of the following information is required for all HIGH and VERY HIGH case s, else the priority will be downgraded:

  • Provide Name and contact details such as e-mail and telephone number of the person experiencing the issue
  • Providing contact detail can be useful to speed up processing and facilitate familiarization and easy collaboration
  • When choosing a priority of High/Very High you must provide the contact details for the person dealing with issue so they can be contacted round the clock

Also Remember:

  • Multiple issues will not be addressed in the same case as this helps us correctly track possible defects
  • Duplicate case s will be immediately closed. Support will only work on a single, original case
  • If a duplicate is created via another support channel (Chat, SaE, etc.) it will not be honored.
  • Support will not assist with an case /case for a salesdemo environment, unless the Salesdemo is a commercialised salesdemo which follows this process.

Example: When a issue is logged via Chat; however, a second case for the same problem is created via the SAP for Me

See Also

Keywords

SF, SuccessFactors, How to Create Support Incident, Support Case, Support Scope, Prioritization, open onb case, create onboarding case, onb issue, onboarding issue , KBA , LOD-SF-OBX , Onboarding 2.0 , How To

Product

SAP SuccessFactors Onboarding