3512164 - Service connection error when trying to use SuccessFactors app in Microsoft Teams

• When using the chatbot in SuccessFactors app in Teams, the error appears "Service connection between SAP SuccessFactors and Microsoft 365 hasn’t been established. Please first reach out to your administrator for configurations on both sides. For more information, see Integrating SAP SuccessFactors with Microsoft 365."
• The "home" tab from the SuccessFactors app in Teams appears a blank screen
  
  

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

SAP SuccessFactors HCM Suite

1. Access SuccessFactors app in Teams
2. Prompt any command on the chat tab such as "hello"
   • The error appears: "Service connection between SAP SuccessFactors and Microsoft 365 hasn’t been established. Please first reach out to your administrator for configurations on both sides. For more information, see Integrating SAP SuccessFactors with Microsoft 365." 
     
     

There are missing steps in the WorkTech or Azure configuration, such as user mapping or permissions. 

To review the configuration, go to Admin Center > Work Tech Configuration > Settings > SAP SuccessFactors App in Teams:

• Select the "Enabled Integration" button between SAP SuccessFactors and Microsoft Teams and try again.

• If selecting "Application" as Microsoft API Permission Type, it is mandatory to set User Identifier in SAP SuccessFactors and User Identifier in Azure AD under the "User Mapping" session. Please refer to the step 4 of implementation guide Enabling the SAP SuccessFactors App for Microsoft Teams | SAP Help Portal. 

Note: If you previously chose Application and now want to switch to Delegated, you need to disconnect and then start the connection process from scratch. 

• If the API permission type requires user mapping, ensure the mapping is properly set, following the requirements below:
  • Users have the User Permissions  General User Permission  User Search permission and are included in the target population. The Exclude granted users from having the same access to themselves option must not be selected. The defaultLocale field must be configured in the user API.
  • Users must not have the Administrator Permissions  Manage User  Employee Export permission. If users have this permission, they must be included in the target population, and the Exclude granted users from having the same access to themselves option must not be selected.

NOTE: Please refer to the KBA 3371538 - "User mapping check failed" error in Work Tech Configuration - SAP for Me for mapping issues. 

• Check if you have granted the appropriate permissions for each Microsoft API Permission Type. When choosing delegated or Application, the required permissions are different. Follow the guide Required Permissions for the SAP SuccessFactors App in Microsoft Teams | SAP Help Portal.

3319695 - Integration Between SAP SuccessFactors and Microsoft 365 - SAP for Me

sf, Teams, MS Teams, INC9029003, error, 365, empty screen, Service, connection, SuccessFactors, Microsoft 365, Teams, Microsoft Teams, hasn’t, been, established, Error, integration, Work Tech , KBA , LOD-SF-EAS-WRK , Collaboration and Work Tech , Problem