SAP Knowledge Base Article - Public

2555407 - Manage Support Access issues

Symptom

  • We are not able to select users in Manage Support Access tool today.
  • Not able to find the user as UI is missing in the tool to select a user.
    Manage Support Access search.png
  • You have the permission to Manage Support Access but it can not be search/found in Admin Center -> Company Settings or Admin Center -> Tools search -> Manage Support Access

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

  1.  Prerequisite as per KBA 2088892 done
  2. Access Manage Support Access

  3. No fields where username, firstname, lastname is specified.
    Manage Support Access missing search.png

Cause

Possible cause:

  • Data model has standard element reference ID without a corresponding standard element definition.
    For example we find standard-element-ref refid="custom13" in the data model but there is no "standard-element id="custom13" defined
  • RBP has not synced in the system

Resolution

  • This would need to be fixed by either adding a definition for it or removing it from the Data Model.This is something a partner would usually do for you as it requires access to provisioning
  • If Manage Support Access feature is completely missing, it may be due to recent role based permission changes that have not synced in the system. To remedy this:
    • you can do a 'Refresh RBP Permission Configuration' from Company Settings in Provisioning. Only a Partner or Support have access to provisioning
    • Make sure to enable Secondary Login as per KBA 2088892

See Also

 2088892

Keywords

Data model, support access, search users, standard-element, manage support access, Refresh, Refresh RBP , KBA , LOD-SF-PLT-USR , User Management , Problem

Product

SAP SuccessFactors HXM Suite all versions