By process, Partner raising incidents on the name of customers, reporting an issue from an end customer, and using their own account, will not be handled by Cloud Product Support.
SAP SuccessFactors HXM Suite
Please note that as per SAP Support process, partners must create incidents under customer account, if the issue reported is for an end customer.
Therefore, if you are a partner, please create an incident under Customer Account. If you do not have a S-user id under Customer Account then kindly reach out to the Cloud Admin of Customer who will help create a S-userid with necessary authorizations.
For more details on support model for Partners then please contact your Partner Account Manager from SAP.
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