3756172 - Joule Not Responding Due to Duplicate Employee Central Quick Action Templates

• Users experience an issue where Joule does not respond after submitting

• No error message is displayed in the UI.
• Quick Action is configured and permissions to Quick Actions are provided.

"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 Employee Central
• SAP Joule
• Employee Central Quick Actions

1. Login to the instance.
2. Open a new conversation with Joule.
3. Enter: “I want to add new emergency contact details to my records” (or “to my profile”).
4. Observe that Joule does not respond

The issue occurs when multiple active Employee Central Quick Action Templates exist for the same useCaseCode, creating ambiguity that prevents Joule from resolving the correct use case.

Example:

1. Navigate to:
   • Admin Center - Manage Data
2. Search for:
   • Employee Central Quick Action Template
3. Check for:
   • Multiple active templates using the same use case
   • Similar configurations assigned to the same user population

Example:

• CHANGE_WORKING_TIME
• CHANGE_WORKING_TIME_1

Via Export Quick Action Templates

1. Navigate to:
   • Admin Center
   • Import and Export Data
2. Export:
   • Employee Central Quick Action Template
3. Review the exported data for duplicate or overlapping useCaseCode values.

Recommended action:

• Keep only one active template per use case.

Options:

• Delete the duplicate template
• Or set the duplicate template to Inactive

Example:

• Retain:
  • CHANGE_WORKING_TIME
• Remove/Deactivate:
  • CHANGE_WORKING_TIME_1

Best Practice

• Avoid creating duplicate Quick Action templates for the same use case.
• Maintain a single active template unless templates are intentionally separated by Role-Based Permissions.
• Validate template assignments after transport or configuration changes.

  Note:

  • Code - This is defaulted by the system based on the chosen use case. However, it is possible to change this as long as it remains unique in the system.
  • Use Case - Select the use case you need from the drop-down list.

FAQ - Additional Information

Q) Where can I get information on this from the Guide?

A) Guide: Joule Capabilities  Chapter: Employee Central Use Cases

     Guide: Implementing Employee Central Core Chapter: Configuring an Employee Central Quick Action Template

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