SAP Knowledge Base Article - Public

2165346 - LMS Refresh Request process

Symptom

Steps to be taken by customers before and after refresh activity for LMS

Environment

  • SAP SuccessFactors HCM suite
  • Learning Management System (LMS) - All Supported Versions

Cause

  • After Refresh activity, customers my face issues related to integration, Connectors, FTP, etc because the configuration files of the target instance have been overwritten with the source instance configuration.
  • To avoid such issues, refer to the steps provided in the KBA to be followed before and after the refresh activity.

Resolution

Best Practices

  • Refresh requests must be requested through a MEDIUM incident and the form attached to this KBA needs to be filled in and provided in the incident. 
  • 10-day lead time (Business days) is required for scheduling purposes as Operations needs to approve physical completion date/time.
  • Refresh activity overrides all the data, configuration files and other configuration settings in the target environment and adds source data into it.
    Source is the environment from where the data is being copied and Target is the environment in which the data will be pasted.
  • During refresh activity, the source LMS environment will still be available for users and admins. For example, if you have requested to copy Production data into staging environment, it will not affect Production environment availability. During the activity schedule, you can access Production environment.
  • Why a refresh? for instance, you refresh your stage instance with production data so that you can test new configuration or functionality with actual production data before implementing the change in production environment.
  • When requesting a refresh for LMS you should also refresh the related Bizx instance and vice versa to avoid data, access issues (sometimes naming conventions differ between environments which can cause issues if we only refresh LMS or Bizx)

Before Refresh Activity:

Please note that 1.2.3 are optional: if you do not disable it pre refresh, the scheduled will be copied over to the target instance and you need to ensure that you disable them afterwards if they do not need to run.
If you do disable them in the source environment prior refresh, then they will be disabled in the target environment as well and you will need to enable the ones you do need to run post refresh.

  1. Turn off all notifications in both environments.
    • Login into LMS as Admin
    • Go to System Admin -> Configuration -> Global Variables. Select Mail tab
    • Deselect Enable email checkbox and click on “Apply Changes”
    • Please copy the configuration settings present in your target environment for SMTP Server

  2. Turn off all Automatic Processes (APMs). You can also take notes or screenshots of it for your reference.
    • Login into LMS as Admin
    • Go to System Admin -> Automatic Processes
    • Deselect “Schedule This Process” checkbox and click on “Apply Changes

  3. Turn off all connectors
    • Login into LMS as Admin
    • Go to System Admin -> Connectors
    • Deselect “Schedule This Process” checkbox and click on “Apply Changes

  4. Login into Target LMS as Admin and navigate to System Admin -> Configuration -> System Configuration.
    • Take a backup of all configuration files (Open the file in edit mode, copy paste the content into notepad and save as txt)
    • If you only want to back up the relevant ones for we recommend (if in use at your company) BIZX, CONNECTORS, REPORT_SYSTEM, iContent, SSO
    • confirm you have know your SFTP password for the target instance (in case you are using separate SFTP accounts for separate instances)
  5. Please keep your logos handy. You need to upload it at following location after refresh activity.

  6. Reset the password of one LMS admin in the source environment so you can access the environment natively post refresh.
    After the refresh has taken place, the integration between Bizx and LMS will be overwritten with the configuration of the source environment.
    This means the ONLY way to access LMS target environment post refresh will be to access LMS directly (also called native login).
    Note that for some customers this is not permitted, in which case, you should inform support beforehand to ensure that we correct the integration configuration for you.

 

After Refresh Activity:

  1. Replace all configuration files with the backup files in the target environment. This will surely help in avoiding new issues related to integration and Connectors after refresh activity.
    • Please note that for SFTP password details and some SSO values are encrypted in the file and do not actually show the real value so copying and pasting may not be enough and you will need to input in the file the actual values again and apply changes.

  2. Please note that the email masking is done during the Bizx refresh and the LMS users records will be updated once you restore the connectors and the data between BIzx and LMS is synchronized.
    This will not take care of admin emails which should be deleted manually or replaced in bulk using the admin connector.

  3. Turn on APMs

  4. Turn on notifications

  5. Turn on Connectors

  6. Update your company logo
    • Login into LMS as Admin
    • Go to System Admin -> Configuration -> Images
    • Upload your company logo

  7. Recurring reports:
    • Please note that those will be copied over and can only be accessed by the admin who scheduled them (Reports > Report Job tabs) or from Bizx proxy.
      Therefore, to avoid confusion, we recommend that you communicate with your admins to ask them to delete any recurring report jobs they might have in the source environment and they don't need in the target environment or to log in the target environment post refresh to deleted those jobs.

  8. Purge Emails:  these are the emails which were generated but not yet sent out in the source environment and they have now been copied over to the target environment and need to be deleted
    NOTE: From version b1705 it is possible to Purge the emails manually from the application.

To do this:

A/ In the Learning Admin interface select 'System Admin' > Tools

B/ select 'Manage Unsent Emails'

C/ Select 'Delete Unsent Emails' - please see screenshot below as reference:

refresh_new_clear_email_tool.png

See Also

More information can be found in our SAP Jam group: SuccessFactors Instance Refresh

  • Refresh FAQ
  • Refresh Form to be attached to support incident created for refresh request

Please note these resources are internal, if you have a CSM please contact them to get the form. Otherwise, please submit an incident with our support team and request the latest form.

Best practice is to get the form from SAP JAM each time you need a refresh.
Saving forms means you might not have the latest form and will be required to fill a new form when submitting your request which will delay the process, therefore support advises against it.

Keywords

SAP, SuccessFactors, Learning, Refresh, LMS refresh, instance snapshot, DB, database dump, dump, clone , KBA , LOD-SF-LMS , SuccessFactors Learning , LOD-SF-SER-REF , Instance Refresh , How To

Product

SAP SuccessFactors Learning all versions