SAP Knowledge Base Article - Public

2323444 - Partner Support/Help Request - Creating an Incident for SuccessFactors HXM Suite


  • What should partners check before opening a support case?
  • Important information partners must include when creating a support incident
  • This KB article provides guidance for SAP Partners needing assistance from SuccessFactors Product Support


SAP SuccessFactors HXM Suite


Please review all of the following BEFORE opening a support case:

  • Partner specific resources: See KBA 2116056
  • General Resources: Refer to the SAP SuccessFactors Community
  • Your Own Resources: Leverage Senior Internal resources within your organization as the first line of support.
  • Guides: Revist all implementation guides & product documentation to be sure the issue/question is not already covered there.
    • The guides are updated regularly after each release, and can be found HERE
  • Existing KB articles for your topic: Make sure to search for KBA's before opening an incident.

Creating an Incident:


  • Customer needs to create an S-User for you against their SF system. If required to open a support case, do so with this newly created S-User ID.
  • If you are a trained certified partner, then you may open a support case via the regular Client Support Portal.

Note: Customer Support and PS Partner Support teams deliver support only to trained partner resources. You must first have attended a Mastery Training and/or Certification in the product pillar to be able to log cases with support.

  • If you have not yet been certified you may seek help from another trained/certified resource in your organization or contact Successfactors Professional Services for a paid service.

Note: In order to have support assist you right from the start with the correct level of attention, please provide as much of the following information as possible:

  1. Generic Information:

    1. System Information:
      • Customer Name:
      • Company ID/Data Center:
      • (Support) Username and Username used to replicate issue (if different):
      • Timestamp:
        • Collect the timestamp just before you start replicating the issue. See KB article 2354817
        • This will be used to check server log information about your session (which server your session was on, time and date of the session, etc..)
      • URL:
    1. Do you have a Statement of Work (SOW) signed with our Professional Services?
    2. Is the customer already LIVE?
    3. If yes, when did the customer go live with this functionality?
    4. Was the functionality ever functioning earlier? In which environment?
    5. If you are submitting the ticket under your customer’s account, please provide: 
      • Your complete name and contact details:
      • Your (partner) company name:
      • Country:
  1. Business Impact:
    • This information is required when opening a Very High or High priority support case.
    • It allows us to properly prioritize as well as communicate relevant information to our Engineering teams if they need to be engaged.
    • For details on business impact and other important incident handling guidelines see KB article 2287393
    • Information regarding incident priority for Platform incidents can be found in KB article 2155158

Use the form below to provide the business justification:

      • Business Impact: (Financial Impact)
      • Productivity affected:
      • Which business processes are affected, e.g. Payroll, Reporting?
      • Since when is the issue present?
      • How many users are affected?
      • How are they affected in their daily tasks, what are they unable to do?
      • When is your Go live planned:
      • Does the issue lead to financial loss? If yes, how is it calculated?
  1. Technical Information:
    • Issue: Describe the problem in a few sentences.

Example: In admin tools we get an error message if we click into Company Settings.

    • Expected behavior: Instead of running into your issue, what would be the expected behavior from your point of view?

Example: Instead of getting an error message we expect to see the company settings section.

    • Replication Steps: Provide detailed steps to replicate the issue. Please provide accompanying screenshots showing what you are doing as well. Make sure all screenshots show the full browser page including the address bar.


Step 1. Log into the instance with user TestUser
Step 2. Proxy as user IssueUser
Step 3. Navigate to admin tools
Step 4. Click on company settings
Step 5. The error is displayed.

  1. Troubleshooting Already Performed:
    • As part of your intial checks you may have already tested a few solutions based on existing KBAs, as well as the tips & tricks articles from Support.
    • Please make sure to document this so we do not ask you to test something you already checked.


      • Tested accessing with several other users (Users A, B, and C) but we could not replicate.
      • Issue is only with IssueUser.
      • Made user IssueUser inactive and reactivated them, but issue still persists.
      • Searched for KBA's but no solutions found.
  1. Attachments:
    • List any attachments you are providing as well as a small description on what each attachment is.


      • Timestamp attached see timestamp.jpg
      • Replication steps documented and attached see replication.docx
      • HTTPWatch trace recorded see Issue.hwl

See Also


sf, success factors , KBA , LOD-SF-PLT , Platform Foundational Capabilities , Problem


SAP SuccessFactors HXM Suite all versions