2115601 - Guide on Submitting Cases - Platform Services & Tools

SAP Knowledge Base Article - Public

2115601 - Guide on Submitting Cases - Platform Services & Tools

Symptom

  • To help expedite the resolution of your support case, we've listed submission basics and have provided best practices tips below.

Environment

  • Platform Services & Tools

Resolution

Basic Case Information 

  • Please be as specific as possible when addressing the fields below during the submission process. 

     What is happening?
Example: [Known error codes, Form or Template ID = "2012 Performance Review".. ]

     What Environment? (Staging or Production)
Example: Staging


    Where in your application is the issue occurring? 
Example: Admin Tools -> Employee files

    Who has identified the issue? (Provide usernames, browser info, and operating systems)
Example:
 
    When was the issue first reported?
Example: 5:45 AM EST
 

 

Additional Best Practices 

How Can We Reproduce the Issue?

  • Please provide exact steps to replicate and state any known actions taken leading up to the issue. 
     

Importance of Screenshots 

  • Please attach 'uncropped' desktop screenshots when you are reporting an issue. 
     

Server Timestamp: 

  • For V11, this can be found if you click the "?" on the top right hand corner of the home page.

    Untitled.png1.png

  • For V12, it’s at the bottom of the page under the “Show version information” link.

    example_time_stamp.png

 

 

Defining the Scope

Key considerations when describing the scope of an issue include:
 

  • How many forms or users are affected?

Please provide username(s), form template, item, etc for those that have an issue, AND, if possible, provide information for a usernames(s) or form that is working correctly. 
 

  • Is there any pattern to the users that are affected? (Location, browser, Java version, newly migrated users, operating system, etc.).

 

Noting Recent Changes

Sometimes recent changes like a data migration, new goal plan configuration, etc. can be somehow related to a current issue. By providing any known recent changes we can more quickly isolate potential causes.

SUBMIT A CASE

Keywords

KBA , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core all versions