SAP Knowledge Base Article - Public

3353188 - Multiple Issues In One Case - SAP SuccessFactors

Symptom

  • I opened an SAP case to report multiple issues, but I'm being asked to create multiple cases for my issues.
  • Why am I being asked to open several additional cases for my issues? I just want all my issues to be resolved?

Environment

SAP SuccessFactors HXM Suite

Resolution

  • Due to the number of modules and features available for customers to use, our support teams each have their own area of expertise.
  • Also  to ensure more efficiency in our answers, better quality, faster response time, and proper traceability of our cases, we recommend splitting tickets in order to avoid handling many topics in the same one 
  • If one of our support engineers is asking you to open another case, it is because they may not have the expertise to work on one or more of the highlighted problems
  • By creating a separate incident, you will be working directly with experts who can provide tailored guidance and solutions for your situation.
  • By creating a separate incident, it helps us maintain proper documentation, track progress, and collaborate effectively with the relevant teams. This way, we can ensure that your concern is given the attention it deserves and that it aligns with our support processes.
  • Keeping only one incident open will only delay investigations, as incidents are only assigned to one resource at a time.
  • Though it may seem like the same issue, some problems may require different solutions per issue. For example, the same error may effect two different environments and may require two different analyses.

See Also

50048 - Several queries in one case.

Keywords

SuccessFactors, Litmos, Several issues in one case, Multiple issues, Multiple errors, Multiple problems, HCM Suite, HXM Suite, modules, several, multiple questions, multiple queries, multiple inquiries , KBA , LOD-SF-PLT , Platform Foundational Capabilities , How To

Product

SAP SuccessFactors Platform all versions