3508799 - How to collect SAML traces for Story troubleshooting

Symptom

SAML traces need to be collected to troubleshoot blank/loading screen issues when creating/editing Story reports via Report Center.

Environment

SAP SuccessFactors HCM Suite

Reproducing the Issue

Access Report Center using Chrome or Edge
Click New
Select Report Story
The page will get stuck in a blank or loading screen

Resolution

NOTE: SAML traces should not be collected when accessing the instance with Support Access. It must be collected while directly accessing the instance (user+password or SSO).

Make sure that the KBA 2912865 - [Main KBA] Unable to access Story reports - People Analytics has been followed and that the customer is using the correct URL to access SF 3438293 - Loading screen issue on Story report when accessing BizX with the "ondemand.com" URL domain after CSD migration If the issue persists, collect SAML-traces:

Open SAML-tracer tab in Chrome or Edge
Login to SuccessFactors
Post login to SuccessFactors, open IAS URL in parallel tab (it is the first part of the URL from Provisioning > Single Sign-On (SSO) Settings > SP-Initiated Login >Single Sign-On Redirect Service Location (To be provided by IDP) - Sample: This is the URL from provisioning https://IAS.accounts.cloud.sap/saml2/idp/sso/IAS.accounts.ondemand.com - in this test, we will use only the first part "https://IAS.accounts.cloud.sap")
Navigate to Report Center
Open SAC URL in parallel tab (it is the first part of the URL from Provisioning > Company Settings > SAP Analytics Cloud Application URL - Sample: This is the URL from provisioning https://SAC.eu20.analytics.cloud.sap/sap/fpa/ui/tenants/257c0 - in this test, we will use only the first part "https://SAC.eu20.analytics.cloud.sap")
Export the SAML trace

NOTE:

If we can open SAC URL in parallel tab without any issue then it is browser configuration issue.
IAS should display the profile automatically, the login screen should NOT be displayed. Please take into account that IAS user profile can be accessed by https://<iastenant>.accounts.cloud.sap or https://<iastenant>.accounts.ondemand.com. Please test both if required. If we are not automatically getting session for IAS URL then the BC-IAM-IDS team needs to check why there is no IAS session.
SAC URL will only work if IAS URL is working (showing profile automatically without login required/without error). If we are asked for login when we open SAC issue then it is IAS-SAC integration issue and this needs SAML-trace analysis and IAS admin access to check.

Keywords

blank screen, loading screen, story, stories, people analytics, SAML-trace, SAML-tracer, SAML-traces, SAML, trace , KBA , LOD-SF-ANA-SAC , Stories in People Analytics , How To

Product

SAP SuccessFactors HCM Suite all versions