3353188 - Multiple Issues In One Case - SAP SuccessFactors

• Case was created to report multiple issues, but Support requests multiple cases to be created.
• Support requests several additional cases to be opened for the issues reported.

SAP SuccessFactors HCM Suite

To ensure high-quality and efficient support, we kindly ask customers to open separate support cases for distinct issues.

Our support organization is structured around specialized teams, each with expertise in specific modules and features. When multiple issues are reported in a single case, it can hinder proper case ownership, delay investigations, and impact the quality of our responses. By splitting the requests, each case can be assigned to the appropriate team with the relevant expertise.

Though the issues may seem related, some problems may require different solutions. For example, the same error in two different environments might need separate analyses.

By opening 1 case per issue, we ensure:

• Faster and more accurate responses as we ensure each issue is handled efficiently.
• Each case is assigned directly to the right expert for each topic.
• Better documentation, tracking, and collaboration across teams, so nothing gets missed or delayed.

50048 - Several queries in one case.

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