3715579 - Partner Expectations Prior to Submitting a Support Case - Recruiting

This article outlines the expected troubleshooting and validation steps for implementation partners before submitting a Support case. The objective is to ensure cases are escalated only after initial investigation, allowing Support to focus on product or system issues rather than configuration or how-to questions.

SAP SuccessFactors Recruiting

Expected Partner Workflow (Before Case Submission)

Partners should complete the following steps prior to opening a Support ticket:

1. Reproduce and Confirm

• Reproduce the issue
• Document exact steps to reproduce
• Capture expected vs actual behavior
• Confirm frequency (consistent vs intermittent)

2. Validate Configuration

• Review all relevant configuration pages
• Check business rules, templates, triggers, permissions, and mappings
• Confirm the behavior aligns with documented system design

3. Research Known Behavior

• Search relevant KBAs
• Check Implementation Guides
• Review ODATA / API Reference Guides
• Review Partner and Community Resources

4. Cross-Environment Testing

• Test in another environment (Preview/Test)
• Determine whether the issue is: 
  • Configuration-specific
  • Environment-specific
  • Systemic

5. Collect Technical Evidence

Where applicable, gather:

• Screenshots
• Logs (API request/response logs)
• HTTP traces / HAR files for API or integration issues
• Timestamps and affected IDs (req, candidate, application, etc.)

6. Submit with Findings

Include all troubleshooting already performed in the case description so Support can continue from that point.

Do not submit exploratory or unverified issues.

When to Submit a Support Case

Escalation is appropriate when the issue involves:

• System or backend errors
• Data corruption
• Metadata refresh or reindex requirements
• Security or IP checks
• Product defects
• Behavior that contradicts documented design
• Issues that cannot be validated or controlled through configuration

Out-of-Scope for Support

The following should be handled by partners prior to escalation:

• Basic configuration questions
• How-to or consulting requests
• Integration design or scripting
• Expected behavior clarification already documented
• Issues not yet reproduced or validated

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