2079970 - What information should be provided when creating a Support Ticket - Employee Central 2.0

SAP Knowledge Base Article - Public

2079970 - What information should be provided when creating a Support Ticket - Employee Central 2.0

Symptom

  • This article touches on how to document an error received in the EC UI, to ensure Customer Support has all the necessary details to quickly troubleshoot the issue.
  • We have received an error in the EC UI and are unable to make changes to Employee Data. The error does not explain what the issue is and we need to raise a support case.

Environment

  • Employee Central

Resolution

You can receive a couple of different errors from the EC UI if issues are encountered when creating or updating an employee’s data. These errors can be caused by a few different reasons, and the error code provided by the system can be used to further identify the cause of the issue via engineering involvement.


If you do experience an error message when creating/updating an employee’s data, please be sure to follow these steps and document the issue thoroughly before raising the Customer Support case. This will help Customer Support take swift action without the need to request further information from you, which can delay case resolution :

 

  1. Can you reproduce the issue if you try the action again?
  2. Can you reproduce the issue by using another user account (such as an Admin account) to make these changes?
  3. If so, take a screenshot of the error you receive and document the issue thoroughly. Make notes about where the issue occurs, whether it happens for 1 specific user or multiple users and whether you can reproduce the issue in your Test environment. Take screenshots of your actions and/or write a step by step guide, to help Customer Support reproduce the issue so it can be further investigated. The more information you can provide, the faster we can troubleshoot and provide assistance.
  4. You will also need to provide a “Timestamp” from when the issue occurred. You can retrieve the Timestamp by scrolling to the bottom of any page in the system, and clicking on the text “Show version information”. This will open a pop-up which you can also screenshot and add to your issue documentation (you will need the Timestamp AND the actual error message for Engineering to be able to further investigate the issue).
  5. Other information that should be provided when raising a Support Case -:
  1. Instance ID (is the issue experienced in Test or Production or both)
  2. User making the change (provide either the UserID or Username of the user making the change)

  

TIPS: You can take a Timestamp just before you reproduce the action that causes the error to occur. Sometimes when the error occurs you will be unable to get the timestamp, so best thing to do is verify you can reproduce the issue, take a timestamp, and reproduce 1 last time to get the error code. This information can then be used by Customer Support to raise an Engineering case to further investigate the cause of the issue, and to then identify a solution.

Keywords

KBA , sf employee central , LOD-SF-EC , Employee Central , How To

Product

SAP SuccessFactors HCM Core all versions