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
- Access Joule in the SuccessFactors instance.
- Prompt Joule with queries such as "View my profile" or "Who are my direct reports?" or any use case command
- Observe that no response or text is displayed in the pop-up.
Resolution
There are several reasons of this issue.
IMPORTANT Prerequirement
Before going through below possible reasons kindly make sure the Joule Application (named with <das-ias (JouleSubaccountName)> ) in IAS > Applications & Resources meets below Configurations:
1) The Subject Name Identifier is set with Global User ID
2) If your IAS configured the Corporate IDP, please make sure the Identity Federation is enabled with Use Identity Authentication user store, not Corporate IDP as Source. Configure Identity Federation | SAP Help Portal
| Root Cause | Resolution |
|
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. |
| 2 - There has Instance level or user Level IP whitelist settings for the impacted user, however, the BTP related IPs are not added into the whitelist in SuccessFactors. |
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 |
|
| 4 - Please make sure your Navigation Service Configuration is configured properly and all CDM/Navigation use cases work fine. |
3612244 - Joule in SAP SuccessFactors - some use cases / new use case do not work - SAP for Me |
| 5 - 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. | Ensure user has user search permission in SuccessFactors. |
|
*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. |
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
- Open network trace tool
- Open Joule in SF
- Command "view my profile" > Joule no response
- Save the network trace har file and share in customer case.
Please share Joule log trace zip file by following 3666014 - Information required for Joule troubleshooting - SAP for Me
Please export the re-created SFSF_SSO destination and Original SFSF_SSO destination when reporting customer case.
See Also
- Refer to: 3604602 - Digital Assistant in SAP SuccessFactors Troubleshooting: Common Issues and Resolution Steps
- 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
- Refer to: 3475057 - How to check and provide basic information while troubleshooting digital assistant-related issues in SuccessFactors
- Refer to: Integrating Digital Assistant with SAP: Run Booster
- Refer to: Getting Started with Digital Assistant and SAP BTP
- Refer to: Post-Booster Configuration for Digital Assistant
Keywords
Joule, digital assistant, SAP SuccessFactors, no response, incorrect prompts, no answers, blank , KBA , LOD-SF-PLT-JOU , Joule in SuccessFactors , How To
Product
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