3771120 - How to report a failed purge request to SAP SuccessFactors Support Staff

SAP SuccessFactors HCM Suite

When a purge request fails or does not work as expected, and you need to contact the Support team for assistance, make sure to include the following information in the support case:

1. Company ID and Support access:
2. Purge request ID:
3. Purge status:
4. Download purge results (attach the file to the case)
5. Affected user ID to be purged:
6. Requested by (name /user ID):

1. How to find the Company ID and grant Support access?

1.1 This KB 2655655 article explains multiple methods for locating the Company ID in SAP SuccessFactors.
1.2  This KB 2088892 article explains how to grant support access to the SAP Support team.

2. How to collect Purge request ID?

2.1 Access the Purge Request Monitor
2.2 Purge Progress & Results
2.3 Locate your purge request
2.4 And provide the Purge request ID under Request Name (See the number shown in square brackets [ ] as per the example below):

3. Purge status:

3.1 Access the Purge Request Monitor
3.1 Purge Progress & Results
3.4 Locate the purge request in the Purge Progress & Results tab 
3.5 Check the Status tab

4. Download purge results:

4.1 Go to Admin Center > Purge Request Monitor.
4.2 Locate the purge request in the Purge Progress & Results tab and choose View Result.
4.3 View the number of successful, filtered, and failed records affected by the purge.
4.4 Download the complete report in a ZIP file.
4.5 Open the downloaded archive and review its contents.
4.6 Attached to the case the file with errors

5. Affected user(s) to be purged

5.1 Go to Admin Center > Purge Request Monitor.
4.2 Locate the purge request in the Purge Progress & Results tab 
4.3 Open the Criteria option
4.4 You will see the affected User ID

6. Requested by (name /user ID):

6.1 Go to Admin Center > Purge Request Monitor.
6.2 Locate the purge request in the Purge Progress & Results tab 
6.3 Open the Information (i) icon
6.4 You will see the user who requested the purge

• KBA: 2545988  - How To Purge or Delete Users In SuccessFactors
• KBA:2655655  - How to find the SAP SuccessFactors Company ID
• KBA: 1296527  - How to create a support case for SAP Support 
• Help Guide: Verifying Final Purge Results 

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