SAP Knowledge Base Article - Public

2082846 - What are the best tickets made of? - Onboarding


  • Here are some guidelines when you need to create a Service Ticket in the Successfactors Portal.


  • XpressHR Onboarding.


  1. First and foremost, have you tried searching the Support portal for guidance that might help solve your question? Please enter in some common terms for your issue to see if there's an existing article to guide you to resolution -- this is the fastest way to get support.
     If you have done this and still cannot find your answer, then proceed by given the following information when you open up a service ticket: (Please Provide the following)


  • Company Name 
  • Customer Contact Name
  • Best Contact Number (Include Ext. If applicable) & Time zone you are in.
  • Is this an issue you are reporting or an enhancement (Change Order)?
  • Does this impact a candidate, New Hire, User/Manager, or all?
  • Please provide Name(s) of candidate (New hire) or User/Manager
  • What is the issue you are experiencing and are you still experiencing the issue currently?
  • How do you expect the step or process to work?
  • When did this issue start and did this happen after a recent update we had?
  • When was the last date that this was working? Attach a detailed screenshot an example to the ticket, if possible.
  • Problem details
    • Steps to replicate the issue
    • Screenshots, if any 
  • Which module are you in: Onboarding, Crossboarding, OffBoarding, E-Verify
  • Does this impact Production, QA or Both sites?
  • Does this impact Employee Production, QA, or both portal?
  • What Browser are you using?
  • Ex. Internet Explorer 11, Chrome, Firefox, Safari (Mac)
  • Which "step" of OnBoarding are you experiencing the issue? EX. PHV, NES Orientation, E-Verify
  • What system or operating system are you currently on?


KBA , LOD-SF-OBD , Onboarding , How To


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