This article is aimed at providing quick reference to commonly encountered Implementation Issues, which could be encountered at any stage of implementation. Each issue mentioned in this article has a documented solution path. A couple may require the intervention of Development Engineering but most are related to common configuration misconceptions that result in undesired behavior.
Reproducing the Issue
With any issue you encounter during implementation, it is important that you, the implementation specialist, try first to reproduce the issue you are encountering, and document the replication steps, time stamp, error Id, etc., as thoroughly as possible so that if you do need to engage with Cloud Product Support, the team can review and investigate quickly.
With every implementation of SuccessFactors Learning Management Systems (LMS), there are some extra considerations that you need to take into account and plan in your implementation cycles.
The most important are:
Release Cycle - You will need to plan ahead for Release deployments in both the Preview and Production Data Centers. During any Release, there will be new Features, Enhancements Migrations and Bug Fixes to consider that may affect your implementation
Requests that will require Engineering or Operations Intervention - Snapshot of the instance, to re-test pre-go live data imports/exercises, you will need to consider the turn-around time required by these teams to go through your requests. This request can take into 5 to 10 business days, so please take this in consideration while planning these procedures.
Configuration Issues - Most incidents raised by Partners result can be due a Configuration Issue. Please be diligent and check/test your configuration thorough, and in line with the Best Practices mentioned in the related configuration or connector workbook. Note: If you are trying to configure a feature in a manner not described in the Implementation Handbook, it is quite possibly not supported. Therefore, thorough investigation and testing should be conducted before raising Product Support Incidents to avoid unnecessary delays.
Data Issues - Typically the result of an ongoing implementation, where configuration is changing all the time - note that data issues are typically caused by configuration changes. If you are working in multiple instances, make sure that you verify whether the issue exists in all instances or just the one. As per the above, most issues we encounter are due to Configuration Issues or Data Issues caused by Configuration changes. Therefore, it is important that you do conduct some tests on the configuration, such as review Connector configuration file, LMS Admin configuration, template notifications, etc., and verifying that the standard configuration is working correctly. Product Support as well as Development Engineering will expect this to have been done before being engaged, so to avoid delays and pushback, and please be as thorough as possible.
Application Errors can be thrown in all cases (Configuration Issue, Data Issues, and Product Defect), so to ensure that Cloud Product Support can help as quickly as possible, please be diligent and make sure that you perform the above checks first before engaging with support.
Information to provide to ensure fastest possible turn-around time is as follows -:
Replication Steps: Clear replication steps document, explaining the issue and how to reproduce (end to end - every step and screen), as well as any steps you have taken to try and resolve the issue yourself.
Configuration: Any configuration in question or that are related to the UI/Page where you encounter the issue Time stamp/ErrorId - If you are encountering an error, please provide the time stamp (Show version information at bottom of every page) or the full errorId from the pop-up. If the issue is with an import, ensure that the import job is running as a scheduled job and then provide the job name and submission time (from Admin Center > Monitor Job). Again, copy/paste the text, and screenshot of the job.
Import file/Test User: Provide the import file or names of a set of test users that the issue can be reproduced with.
Approval: Permission and access to an instance where Product Support can reproduce the issue.
All of the issues below are either the result of Configuration issues, or incorrect use of the system.
Please note - these are the most commonly encountered - but do not cover everything. Please do search the Support Portal for other Knowledge Base Articles that could further help you resolve you are Implementation Issue.
1. Initial steps for Implementing LMS
- Follow Project Team Orientation Guide for starting LMS Implementation.
What is a Project Team Orientation (PTO)?
This PTO is an informal training intended to provide general information about SuccessFactors Learning.
Who is the Audience?
The PTO is designed for the major stakeholders responsible for implementing and maintaining SuccessFactors Learning. It provides an understanding of the basic capabilities of the software. In conjunction with this guide, you will also have access to a project team orientation-training course that will walk you through all of the concepts covered in this guide.
Goals of Learning PTO
The overall goal of the Learning PTO is to review the core out-of-the box functionality of SuccessFactors Learning that will enable participants to gain a high-level understanding of the concepts and terminology associated with the system. It will also prepare you for the upcoming functional workshops with SuccessFactors project team. We will also review the learning needs management model and step through the day-to-day activity of a system administrator.
- Fill the Information Needed for Learning Project Kick-Off
2. Configuration LMS
Follow release Learning System Properties Implementation guide that you can find in the SAP Marketplace. Normally it takes up to 3-5 weeks after release to get the new one.
You edit SAP SuccessFactors Learning systems properties files through the SAP SuccessFactors Learning administration environment.
To edit system properties files, you must have workflow permission to access the file that you want to edit. If you cannot navigate to the area of SAP SuccessFactors Learning Administration that is described below, you do not have permission to edit the configuration.
3. Integration Bizx-LMS (SF Learning Integration Configurations and Setup)
When integrating Learning with the wider BizX suite there are various points behind the scenes which potentially involve several servers and datacenters. This documentation aims to describe the integration landscape to help Professional Service consultants better identify potential points of failure and to describe the configuration steps required.
This document is structured with the standard implementation process in mind and explains the necessary configuration options on both sides –LMS and BizX – for each step. It starts with the necessary steps of configuring the integration itself and the synchronization of data and finishes with optional steps for enabling BizX Role Based Permissions and PGP encryption.
While in the LMS, the necessary configuration settings are defined in the SF Learning Admin user interface (Found under Learning Administration > System Admin > Configuration > System Configuration > BizX), in BizX the respective settings have to be made on the customer provisioning page (for example, https://qacand.successfactors.com/provisioning_login).
Before you start, please make sure to keep the following points in mind:
• Does a BizX SSO implementation exist? If so, deep Links can be affected
• Firewall issues between the various servers/datacenters can occur that will need to be investigated with Ops
• If the access to Learning needs to be restricted in BizX, this needs to be done using Role based permissions (RBP), which requires a separate PS engagement (it is an involved implementation process)
4. Import information into LMS (Import Tool/Connectors/Webservices)
A. Using Connectors: Please review the latest connector workbook available to do a correct import of all information into the LMS instance.
B. Using the import tool: Download and fill the template and use the import tool to import the require information into the LMS instance.
C. Using Webservices: Recommended the latest Odata API workbook to set up correctly the webservices to post information into the LMS.
Emails generated by the SuccessFactors application can be blocked and not delivered to users of the application. Information bellow shown known causes that may emails not been delivered to the end user and not blocked.
• Sender Policy Framework
• SPOOFING - MASQUERADING
ASSESS THE CAUSE:
1. The clients e-mail servers have detected the e-mail has originated at a server other than one of their known internal servers and is blocking our emails.
2. Client has a limitation as to how many emails can be sent within a time period. Also known as Bombing, e-mail bomb, Mass Mail.
3. The client uses a 3rd party e-mail provider that could be blocking traffic at a deeper level
Note: SuccessFactors support staff have a comprehensive troubleshooting guide that they can go through with you to determine which of the causes applies in your instance and what actions will correct any current issues you may be experiencing with emails not being delivered. Please open a support case with Customer Success and request that they perform detailed e-mail diagnostics.
WHITELIST SUCCESSFACTORS MAIL SERVERS
Our IP addresses need to be added to all required e-mail servers by the client. Modify the spam filter at the customer end to grant access to emails coming from SuccessFactors e-mail relay IP
Have your IT dept add the following IP addresses to your antispam servers.
6. Purge Inactive Users from BizX side
What you must consider when performing a user purge is contained in the following KBA.
Please be sure to read the article carefully. Things to note:
For LMS, you need to make sure that the SF User used to perform the purge in the SF suite, is also created in the LMS system. Username / UserID must be identical in both systems, or the purge will fail
PMGM/CVP/RCM - Make sure that the employee is not part of an open form process (Performance Management, Compensation, Recruiting, etc.).
After Purge - Understand that when a user is purged - they cannot be re-used again.
You must open a support incident with the Platform team, and request the UserID be unblocked or fully purged. Understand this request can take 3-4 weeks to complete - so please plan accordingly. Cloud Product Support do not accept expedite requests on purge unblocks, so make sure that you are making the request as early as possible to ensure it is completed in time for your project schedule.
The process to unblock a purged user is documented in the following article - 2088065 - Data Retention Management - Purge Data - Platform
7. Instance Refresh
When refreshing an instance (copying one instance over the other) you will find there are some actions that will need to be carried out in order to ensure SuccessFactors Learning Management System is working properly. Please refer to the following article, which covers things to be aware of.
This commonly happens after Development/Production instance completion, and you are refreshing the Test instance with data/configuration from Production/Development:
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