SAP Knowledge Base Article - Public

2155738 - Incident prioritization for "Succession, Career Development Planning and Employee Profile"

Symptom

Judging the right prioritiy for Cloud HCM Support Incidents. 

In order to ensure healthy service levels for all our customers, priority of incidents reported will be judged based on the business impact of the issue. This KBA article outlines the principles which should be used for determining the incident priority.

Resolution

Priority P1 “Very High” - Highest Business Impact

This is considered to be the highest Priority which depicts that your organization is going through an Immense Business impact. Following are few examples which will be considered under P1 Priority

Succession

  • Succession Org Chart is not accessible or does not render for any user.
  • Unable to Nominate Successors.
  • Position Import / Sync Failures.
  • Matrix Grid Reports do not render.

Career Development Planning

  • CDP template configured incorrectly allowing anyone in company to see everyone else Development Goals.
  • Unable to select Learning activities based on Competencies.
  • CDP/LMS integration issues.

 

Employee/Live Profile

  • Live Profile / Scorecard does not load for all employees
  • Background data is missing for all employees
  • Permissions not working allowing access to employee confidential data by other employees

 

 

Priority P2 “High”.

This is considered to be second highest Priority which depicts that your organization is going through a business impact

Succession

  • Succession Org Chart is not accessible or does not render in some browsers
  • Some users are unable to Nominate Successors.
  • Position Import / Sync Failures intermittently
  • Matrix Grid Reports do not render in some browsers

Career Development Planning

  • CDP/LMS Integration Issues that have workarounds
  • Learning Activity Status not being updated in CDP for some records
  • Unable to select Learning activities based on Competencies for some users

 

Employee/Live Profile

  • Unable to save data in Employee Profile via the UI in some browsers

 

Priority P3 “Medium”

This is considered to be something in which the business impact is least however there is some functionality loss which is adding on to some issues for your organization.

Succession

  • Succession Org Chart  shows incorrect reporting relationship for some employees
  • Matrix Grid reports not plotting correctly for some employees
  • Talent Search not functioning properly

 

Career Development Planning

  • Career Development Plan not accessible by 1  employee
  • All fields not available for reporting in Adhoc reports
  • Career Worksheet Functionality

 

Employee/Live Profile

  • Live Profile /Scorecard does not load for one employee
  • Unable to import/update Photos
  • Background data Import Jobs Failing

 

Keywords

  • Incident priority
  • Priority
, KBA , LOD-SF-SCM , Succession Management , How To

Product

SAP SuccessFactors HCM Core all versions