2116070 - Portal Status - Platform Services & Tools

SAP Knowledge Base Articles - public

2116070 - Portal Status - Platform Services & Tools



  • Platform Services & Tools


Top Fix 

  • This solution has fixed the majority of issues Internet Explorer 8 and 9 users have had with creating cases, updating cases, and adding and viewing attachments. It is important that you follow each step and do not use the Options > Clear History shortcut.


  1. In Internet Explorer, navigate to the support.successfactors.com website. Log into the portal. Do not go to the Submit a Case page, remain on Home.
  2. Press F12
  3. Navigate to the "Cache" menu
  4. Select "Clear browser cache for this domain"
  5. When prompted to confirm, select Yes
  6. Navigate to the "Cache" menu
  7. Select "Clear cookies for domain"
  8. Close Internet Explorer
  9. Restart Internet Explorer, log into the portal and retry task you need performed


Open Issues 

Updated July 25 at 3:19 PM PDT


Resolution Status

Working with Attachments



A "500" error message when trying to open an attachment

Fix in development. A workaround available: Click twice on the attachment. First you'll get the error, second time it should open.

Managing Cases



Case comments: formatting of comments are not being preserved.

Fix in development.

Not able to reply to a comment by email.

Fix in development. Please log into the portal to reply.

Cannot change case to closed in the portal.

Fix in development. Fix in development; expected August 17th.  


Cannot see all historic or closed cases.

Partially resolved: The number of cases visible (open or closed) has been increased to 200. Permanent fix to see all cases is in progress.

Feature request: Ability to see case number from previous case management system.

Fix in development.


Resolved Issues


Additional Notes

Working with Attachments




Attachment Issues:

  1. Can't open a attachment loaded before 6/24. A "400" error message when trying to open an attachment

  2. A "403" error message when trying to open an attachment

  3. Cannot add a second attachment without refreshing browser window

  1. Issue Resolved. 
    Note: Attachments above 5 MB may take additional time to access. 

  2. Issue Resolved. 
    Note: see Top Fix instructions.

  3. Issue Resolved

Managing Cases




Submitting Case Issues:

  1. Red error box with a period or dot.
  2. Red error box that states: "No email has been set for requesting user."
  1. Issue Resolved

  2. Issue Resolved

Note: See Top Fix instructions.

Case dates are uniformly 6/24/12 or not listed chronologically.

Issue Resolved

Cannot see all open cases.

Issue Resolved

Case comments: Appearing out of order.

Issue Resolved

The comments box in submitted cases is too small.

Issue Resolved

No cases listed on My Cases page. (Rare Issue)

Issue Resolved

Resolution exceptions: In most cases this issue has been resolved. If you do experience this issue it may be because of the differences between a Primary Admin and a Secondary Admin. Please call support.

Case created by field shows company name rather than administrator name.

Issue Resolved

Receiving error message when trying to create a case: "Argument cannot be null. Parameter name: key (click for details)." Occurs when case impact level is not set.

Issue Resolved


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


SAP SuccessFactors HCM Core all versions