3655338 - Joule does not respond to any command in SAP SuccessFactors

1 - Global user ID of the impacted user is blank in SuccessFactors, or does not match between SuccessFactors and IAS

User's Global User ID should be matched between SuccessFactors and IAS. 

How to verify User's Global User ID in SuccessFactors, and review if the global user Id information is populated in SuccessFactors:

3530083 - How to check Global user ID in Manage login accounts - SAP for Me 

3367686 - How to check if Global user id is populated in SuccessFactors - SAP for Me.

Also, check in your IAS if the user is present there and has a global user ID assigned (check from IAS > user management and search by the user)

If it is not populated in SuccessFactors or the information is not matching between them: run a read / resync job in your SuccessFactors source system, and target system is IAS to realign the information.

NOTE: if the read / resync is failing for the user in matter, you can add the property ias.user.automatic.conflict.resolution and set it to TRUE in your target IAS system. After adding, please run the resync job.

Step1: Confirm your Joule tenant DC, i.e us10

Step2: Please check both below 2 documents and confirm the all IP addresses or IP Ranges of us10:

a)Configure Destination Service IPs in Firewall Rules | SAP Help Portal 

> Check all IP Addresses of cf.us10.hana.ondemand.com under NAT IPs and LB IPs Section.

b) Regions and API Endpoints Available for the Cloud Foundry Environment | SAP Help Portal 

In Region column, filter us10 and check all "NAT IPs" of us10:

NOTE: For some IP the format is i.e: 18.97.43.224/27, please use any public IP tool to switch it with IPV4 IP range:  18.97.43.225 ～ 18.97.43.254  

3 - The IAS domain is not added into BTP Trust Configuration

1. Check the IAS domain to make sure the Systems are in fact using a different domain. Refer to the KBA below in order to confirm this information under IAS (SAP Identity Authentication Service (IAS): 3692235 - Checking the Domain Used by the IAS Tenant to match with Joule Subaccount Trust Configuration 
   
   
2. Since changing IAS domain from solution side would break other configuration, and the operation from BTP side is easier, please change IAS domain from BTP side as following steps:
   1. Go to the Joule subaccount.
   2. Go to Trust Configuration.
   3. Select the Custom Identity Provider for Applications.
   4. Click on "Edit".
   5. Find the field "Domain", and change it to the one used in the solution. (For the issue example in this KBA "Symptom" part, it should be changed to "accounts.cloud.sap").
   6. Click on "Save".

Reference: 3635949 - Blank white / IAS login screen appears when clicking on Joule icon from the solutions where Joule was integrated into - SAP for Me 

3619387 - Joule - Navigation Configuration / CDM Troubleshooting of SuccessFactors CDM and Navigational relied Use Cases - SAP for Me 

3612244 - Joule in SAP SuccessFactors - some use cases / new use case do not work - SAP for Me

3645545 - [Joule in SuccessFactors] List of CDM / Navigational relied SF Use Cases and related permissions - SAP for Me

*6 - Destination SFSF_SSO in BTP that auto-created by the booster run in the BTP  does not have the appropriate values.

It rarely occurs since SFSF_SSO Destination is auto-created as part of the Joule Booster running.

This root cause need SF Support Team to help verify from backend log.

To verify if your issue belongs to this reason, kindly share x-correlation id and Joule DC by command "View my Profile" per KBA:   3666014 - Information required for Joule troubleshooting - SAP for Me to the Support Team colleagues to verify further.