SAP Knowledge Base Article - Public

2381395 - iContent Account Credentials Reset for SuccessFactors Learning

Symptom

  • Required iContent credentials have not been received
  • How to obtain iContent credentials/password to be resent
  • Can iContent credentials/password be reset?

Environment

SAP SuccessFactors Learning

Resolution

Customers:

  1. Raise a new incident within the LOD-SF-PLT-FTPS component
  2. Provide the following information within the description:
  • An explicit claim that you'd like to reset or retrieve the iContent account credentials
  • The specific iContent account name (It may be something like "*****_content")
  1. Your approval to reset the iContent account credentials. Please use the below template:

I approve the request for SAP to reset and resend the credentials for the provided iContent account

  1. Then Cloud Product Support will move forward with the request

Product Support Engineer:

  1. Open an NCC Jira to check when the credentials were sent and to whom

  2. Within the request description, provide the below information:
  • Learning Company ID/External Name
  • Tenant ID
  • Datacenter
  • Main LMS Instance URL, and
  • iContent account name (obs: see the Internal Memo)
          1. Operations Team will then indicate when the credentials were delivered — and to whom

          Note: Only the IT Contact Person would be able to receive those credentials

          1. Share the information with customer and kindly ask him to check with the person who've received the credentials

          Should customer be not able to find the email notification with the credentials (e.g. IT Contact left the company), proceed as described below:

          1. Engage one of your region's SFTP Point of Contact Engineers
          2. Share the incident information with the Engineer and ask the SFTP iContent Account to have the credentials reset
          3. Send the information to customer by using the Remote Logon Depot
          4. Do not place the credentials at the incident body or even in the attachments

          Note: KB article 2436508 brings further guidance on how to maintain the credentials in the Tool

          Keywords

          SFTP, SF, success factors, LMS , KBA , LOD-SF-LMS-PCM , iContent , How To

          Product

          SAP SuccessFactors Learning all versions