SAP Knowledge Base Article - Public

2115584 - Add or remove a user from email notifications for downtime, outages, data center maintenance, or release information - SuccessFactors

Symptom

  • How to be added or removed from e-mail notifications for downtime, outages, data center maintenance, or release information
  • Learning Upgrade e-mail
  • Service Impact Notification
  • SuccessFactors quarterly newsletter
  • Not getting downtime notifications
  • SuccessFactors outage notifications
  • Not getting maintenance notifications
  • How to eliminate SuccessFactors emails
  • How to get removed from SuccessFactors emails
  • Not receiving the SuccessFactors customer notification emails
  • SuccessFactors Cloud Downtime and Maintenance Communications
  • How to sign up to receive SuccessFactors e-mail notifications
  • Not receiving Data Center Maintenance notifications for SuccessFactors
  • SuccessFactors Cloud Downtime and Maintenance and Outage communications

Environment

  • SuccessFactors
  • Platform Services & Tools
  • SAP ONE Support Launchpad

Resolution

SuccessFactors has a variety of e-mail based communications to announce timely and relevant information to customers. Below, please find details on what qualifies for each type of communication.

SuccessFactors Cloud Downtime and Maintenance Communications

How to add a contact to receive the downtime and maintenance notifications:

Your company's SuccessFactors Cloud Administrator for the SAP ONE Support Launchpad, can set S-Users in your account to receive notifications for service interruptions, outages, and maintenance notifications via e-mail by adding the Display Cloud Data authorization to the S-User ID at the SuccessFactors installation number level for your customer number (see KBA 2198153).

To receive notifications, the S-User ID will require the following:

  • S-User ID with a valid e-mail address in their SAP ONE Support Launchpad User Profile
  • Display Cloud Data authorization assigned at the SuccessFactors installation number level for their own Customer Number

After adding both requirements, the will add a role to the S-User ID via our internal systems called ODCPITSF. Then the following Monday the contact will be in the email list. For example, if a new contact is created with e-mail and authorizations on Wednesday, the contact will be added to the notifications the following Monday.

IMPORTANT NOTE:  A SuccessFactors installation number (that has the SF tenants) belongs to one customer number. In order to get the notifications, the S-User ID must belong to the same customer number that owns the installation (tenants). That means, if a customer number is part of a Corporate (CCC) Group set up, a User ID will only get notifications IF their S-User ID belongs to the customer number that owns the SuccessFactors installation number.

For example: S-User ID belongs to Customer A and has Display Cloud Data for SF installations owned by Customer B in the CCC Group. They can use the ONE Launchpad for incident processing, but are not getting the emails.

Reason: The S-User ID belongs to Customer A but the installations are owned by Customer B. That person must have an S-User ID under Customer B in order to get the notifications. Create a new ID for that person, and assign only the Display Cloud Data for the SF installation, they do not have to use the ID, but this will allow them to get the e-mail notifications.

How to remove a contact from downtime and maintenance notifications:

To request removal from SuccessFactors e-mail downtime and maintenance notifications, the Cloud Administrator or the user must report an incident to SAP. In the incident form, choose the Subproduct/component of XX-SER-SAPSMP-LAUNCH (SAP Support Portal Launchpad). Make sure to state clearly, which S-User ID needs to be removed from the SuccessFactors downtime and maintenance e-mail communications. SAP will then remove the ODCPITSF role from our internal systems, which controls those e-mail notifications.

Note: Removal of the Display Cloud Data authorization or the contact’s e-mail address does not remove the contact person from these notifications. Deleting the S-User does not remove the contact person from notifications. This can only be done by reporting an incident to SAP so they can remove the ODCPITSF role assigned to the ID.

Not getting the above communications?

If you have a valid S-User ID and e-mail address with Display Cloud Data authorization, and you are not getting the notifications check your e-mail Spam filter. 

**NOTE** If your company uses e-mail Spam filters to manage inbound messages, please contact your internal IT department to whitelist the following e-mail address and IP ranges:
 
Notifications are sent from SAP mailbox: SAPCloudSupport@alerts.ondemand.com

Emails will be sent from the following IP address ranges:
213.61.69.122/32
193.169.180.0/23
91.229.178.0/23
212.45.106.160/27
91.241.72.0/22

Support Communications

Examples: outage communications, quarterly release emails*

Qualifier: To receive the support communications listed above from SuccessFactors, a user must be an active Support Contact Administrator who manages cases and has access to the Cloud Support Portal.

*Note: Because of the importance of the release e-mail, SuccessFactors also distributes the quarterly release e-mail to qualified product administrators.

Opt-Out Process: To unsubscribe from the Support Communications, use the unsubscribe feature at the bottom of the e-mail or, if applicable, ask SuccessFactors to remove you as an active Support Contact Administrator.

Product Demonstrations 

Examples: Invitations to product sales webinars or the CustomerConnect monthly newsletter.

Qualifier: Misc: May have filled out a form on the SuccessFactors.com Web site or were involved in the initial sales cycle.

Opt-Out Process: to unsubscribe from all corporate, non-Support focused communications, please use the unsubscribe feature at the bottom of the e-mail.

See Also

SuccessFactors Cloud Administrators please refer to the References section below for information on adding new users and authorizations.

Keywords

e-mails, SF, SFSF , KBA , sf emails , cloud notifications , admincompass , down time , XX-SER-SAPSMP-LAUNCH , SAP Support Portal Launchpad , LOD-SF-LMS , SuccessFactors Learning , XX-SER-SAPSMP-USR , SAP Support Portal - User Administration , LOD-SF-LMS-PER , Learning Performance Issues , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core all versions