SAP Knowledge Base Article - Public

3488269 - "Oops, something went wrong. How about trying something different?" Error occurs in SuccessFactors Joule use cases

Symptom

  • "Oops, something went wrong. How about trying something different?“ Error occurs in Joule
  • A specific User is getting the mentioned error while other users/colleagues can run the same Joule use case without errors. 
  • A specific user is getting the same error "Oops, something went wrong. How about trying something different?" when trying all Joule use cases. 
  • On the BTP configuration side you have just finished the destination setup and later you tested Joule but your are getting the same error "Oops, something went wrong. How about trying something different?"

** Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental **

Environment

  • SAP SuccessFactors HCM Suite
  • Joule

Reproducing the Issue

  1. A specific User launched Joule in SuccessFactors
  2. Submitted a Joule use case, i.e：View Manager of XXXX
  3. Joule returns error "Opps something went wrong, how about trying something different? "

Cause

Scenario 1: User's  Global User ID value (GUID) is not synced from IAS to SF

  • This issue may be caused by an IAS user sync issue, the Global User ID (GUID) not synced from IAS to SF as expected. If that GUID is missing, then the user will get "Opps something went wrong, how about trying something different?" error when using Joule.

Scenario2: Your SF instance has set IP restriction via IP Restriction Management or via Password & Login Policy Settings

Scenario3: Wrong navigation service destination setup

  • On the BTP side if you have not set properly navigation service destination setup you can also get this same error for all users.  

Resolution

Scenario 1: User's  Global User ID value (GUID) is not synced from IAS to SF

How to resolve this?

 
Please make sure IAS user sync could sync SF user have a Global User ID value (GUID) synced from IAS to SF. 
 
You can use the Data inspector Tool in SuccessFactors to check if the global user ID value is synced from IAS to SF.
 
i.e using Data Inspector tool to check the result:
or you could check from "Manage Login Accounts" to add Global User ID as a visible column in search result:
 
 

What is the attribute sapGlobalUserId aka Global User ID (GUID)?  

Identity Provisioning supports the SAP SuccessFactors attribute sapGlobalUserId. That means, the provisioning logic works as follow: 

  1. You start a new Read or Resync job.  
  2. The Identity Provisioning service reads the users from SAP SuccessFactors and writes/updates them in Identity Authentication.
  3. The Identity Authentication generates a UUID for each newly created user. 
  4. During the runtime of the same job, the service will also send a request back to SAP SuccessFactors, which aims to update all users whose sapGlobalUserId attribute is either null or already exists.
    • When the value is null - Identity Provisioning reads the sapGlobalUserId attribute of every user in SAP SuccessFactors, and if for some user this attribute is missing, the service will update it with the value of the userUUID attribute in Identity Authentication.
    • When the value already exists - Identity Provisioning updates the existing sapGlobalUserId attribute value of a given user with the new value. Typically, this could happen if a user is provisioned from SAP SuccessFactors to Identity Authentication and later on deleted from the target system. After running a Resync Job, the deleted user is created again in Identity Authentication. A new userUUID is generated for this user and Identity Provisioning updates the old value in SAP SuccessFactors.

If your IAS has configured corporate IDP, please make sure “Use Identity Authentication Use Store” toggle enable in IAS and “ identity federation setting “ enabled in IAS for the corporate IDP setup to make sure GUID is picked from IAS profile upon authentication.

When we authenticate we need the GUID from IAS profile, if the user doesn’t have identity federation setting enabled in IAS, GUID will not be picked up:

Configure Identity Federation | SAP Help Portal

Scenario2: Your SF instance has set IP restriction via IP Restriction Management or via Password & Login Policy Settings

If in the SF instance, customer has set IP restriction, you will also need to configure corresponding BTP NAT IP addresses in IP Restriction Management (If configured) and Password & Login Policy Settings > Set API login exceptions (if configured) to unblock its connection with SFSF.

To confirm the BTP IP Addresses, kindly refer to Regions and API Endpoints Available for the Cloud Foundry Environment | SAP Help Portal 
Further details ?  Please go thru reference community thread →  🔗 Joule with SFSF – Common Setup Issues - under point #16 

Kindly NOTE: If your SF instance does not set IP restriction, your issue does not fall within this issue scenario.

To check if you SF instance has IP restriction or not:

1. go to IP Restirction management to check the IP restirction:

2. go to Password & Login Policy Settings >Set API login exceptions > Check the IP restriction:

Scenario 3: Wrong navigation service destination setup

Please make sure you've followed each correct steps for configuring the navigation service destination setup. For how to complete navigation service destination setup, kindly refer to below guide: [SAP BTP Onboarding Series] Joule – Getting Starte... - SAP Community > Step 5. Post Booster Configurations. Check also: 

 

See Also

Keywords

SAP SuccessFactors, Joule, SF, Digital Assistant , AI, copilot, Joule use case, Opps, something went wrong. How about trying something different, sf, sfsf , sf sf, SuccessFactors, SuccessFactor, Success Factor, bizx, Global user ID, GUID, attribute sapGlobalUserId, SAP Cloud Identity Services – Identity Authentication IAS, SAP Cloud Identity Services – Identity Provisioning IPS, IP Restriction Management, LOD-SF-PLT-IPR , KBA , LOD-SF-PLT-DA , Joule in SuccessFactors , How To

Product

SAP SuccessFactors HCM Suite all versions

Attachments

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