SAP Knowledge Base Article - Public

3314456 - Ask HR: What information to provide when opening a Support ticket

Symptom

You wish to find out what information to provide to Support when raising a ticket in Ask HR / EC Services Center

Environment

SAP SuccessFactors EC Services Center
SAP SuccessFactors Ask HR

Resolution

--Environment--
SAP SuccessFactors account details: (URL/company ID/Data-center/Username with full support access/Password)
SAP C4C account details : (URL/User/Password)
SAP BTP account details : (Direct URL/User/Password/Sub-account ID)

--Symptom--
Full description of issue

--Steps to Reproduce--
Screenshots of the issue along with the navigation steps
Example Employee to replicate
Ask HR user
Explicit written Permission for SAP to replicate the same

--Business Impact--
Full description of business impact

--Case contacts--
Phone number and email

See Also

2710689 How to Grant SAP Business Technology Platform (BTP) Access to SAP Product Support for ASK HR Application?
3287030 How to provide system access when reporting AskHR issues?
2664981 Employee Central Service Center (ASK HR): Troubleshooting Guide for Ask HR v2
2088892 - How to Grant Support Access to SuccessFactors Support Staff

Keywords

support, ticket, case, incident, troubleshooting, askhr, ask hr, ecsc, ec services center, ec services centre, opening ticket, open ticket, information required, basic info, basic information, basic, access , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , How To

Product

SAP SuccessFactors HCM Suite all versions