SAP Knowledge Base Article - Public

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

Symptom

  • Joule does not respond to any command in SuccessFactors
  • Joule fails to display any text or answer within the response pop-up.
  • Permissions and sample prompts were confirmed as correct, but the issue persists.

Environment

  • SAP SuccessFactors HCM Suite
  • Joule

Reproducing the Issue

  1. Access Joule in the SuccessFactors instance.
  2. Prompt Joule with queries such as "View my profile" or "Who are my direct reports?" or any use case command
  3. Observe that no response or text is displayed in the pop-up.

Resolution

There are several reasons of this issue

1 - Global user ID for the user is not populated or does not match between SuccessFactors and IAS

user's Global User ID should be matched between SuccessFactors and IAS. Regarding how to sync user's Global User ID kindly refer to: 

3488269 - "Oops, something went wrong. How about trying something different?"/ "I'm sorry, but I am unable to assist with XXX" / Joule No Response occurs in SF Joule use cases - SAP for Me 

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

Review if the global user Id information is populated in SuccessFactors, following KBA 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 user management and search by the user)

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

NOTE: if the 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.

2. - There has Insance level or user Level IP whitelist settings, however, the BTP IPs are not added into the whitelist, kindly refer to:

3488269 - "Oops, something went wrong. How about trying something different?"/ "I'm sorry, but I am unable to assist with XXX" / Joule No Response occurs in SF Joule use cases - SAP for Me

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

3 - The IAS domain is not added into BTP Trust Configuration, Kindly refer to:

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

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

To verify if your issue belongs to this reason, kindly share x-correlation id and Joule DC by command "View my Profile" per KBA:  3440333 - How to Get Correlation ID (X-Correlationid) & Joule DC while reproducing issues of Joule in SuccessFactors? - SAP for Me to the Support Team colleagues to verify further.

To support Team colleagues, kindly refer to Internal memo on troubleshoot Scenario 4.

3667574 - Joule in SuccessFactors - How to recreate SFSF_SSO destination - SAP for Me 

5. Please make sure your Navigation Service Configuration is configured properly and all CDM/Navigation use cases work fine:

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. Please make sure user has "User Search" permission, If the login user does not have user search permission, user will get Joule no response issue for any command.

If after checking above steps you still meet Joule no response issue, please share below information when reporting customer case to LOD-SF-PLT-JOU:

2272657 - How to collect network traces with the Chrome browser? - SAP for Me

  1. Open network trace tool
  2. Open Joule in SF
  3. Command "view my profile" > Joule no response
  4. Save the network trace har file and share in customer case.

Please share x-Correlationid by following  3440333 - How to Get Correlation ID (X-Correlationid) & Joule DC while reproducing issues of Joule in SuccessFactors? - SAP for Me 

Please export the re-created SFSF_SSO destination and Original SFSF_SSO destination when reporting customer case.

Refer to： 3475057 - How to check and provide basic information while troubleshooting digital assistant-related issues in SuccessFactors and share required information based on the issue scenario.

See Also

Keywords

Joule, digital assistant, SAP SuccessFactors, no response, incorrect prompts, no answers, blank , KBA , LOD-SF-PLT-JOU , Joule in SuccessFactors , How To

Product

SAP SuccessFactors Platform all versions