2342471 - How to raise an case for SuccessFactors? Customer & Partner Help request - Recruiting Management

• What to include in an case for SuccessFactors?
• What to check before opening an case with SAP Product Support?

Partners have many options for support. Please review the following options before opening a support case.

• General Resources: See the SCN content One Stop Shop for Partners
• Your Own Resources: Leverage Senior Internal resources within your respective organizations as the first line of support.
• Guides: Re-visit the implementation guides and product documentation for the product to be sure it’s not already covered there. The guides are updated regularly after each release. Guides for RCM can be found on help.sap.com/hr_recruiting/ 
• Existing KBA's for your topic: See 2339087: "Recruiting Management Implementation tips & tricks from Support" as well as KBA's in the launchpad - make sure to search for KBA's before opening an case.

Creating an case

Pre-requisites:

• Customer needs to create an S-User for you against their SF system. If required to open an case, do so with this newly created S-User ID.
• If you are a trained certified partner, then you may open a support case via the regular Client Support Portal. 
  Please note that Customer Support and PS Partner Support teams deliver support only to trained partner resources. This means you must first have attended a Mastery Training and/or Certification in the product pillar to be able to log cases with support.
• If you have not yet been certified you may seek help from another trained/certified resource in your organization or contact Successfactors Professional Services for a paid service.

In order to have support assist you right from the start with the correct level of attention, please provide as much of the following information as possible.

What information should be provided in a Support case?

A. GENERIC INFORMATION :
(If you are a customer only provide information for point 1)

1. System/Tenant information (it's extremely important to always raise cases using the correct environment. If the issue happens for the instance A, please, kindly create the case using environment/product in question. In case you don't see it listed, please, reach out to your Cloud Administrator, CSM, CEE, Account Executive in order to obtain that authorization):
   • Customer Name:
   • Company ID/Data Center:
   • (Support) Username and Username used to replicate issue (if different):
   • Timestamp:
     Collect the timestamp just before you start replicating the issue.
     This will be used in case we need to check server logs as it has information about your session (which server your session was on, time and date of the session, etc..)
     See KBA 2284865 - Time Stamp Explained in case you need help locating the timestamp.
   • URL:
     
     
2. Do you have a Statement of Work (SOW) signed with our Professional Services?
3. Is the customer already LIVE?
4. If yes, when did the customer go live with this functionality?
5. Was the functionality ever functioning earlier? In which environment?
6. If you are submitting the ticket under your customer’s account, please provide:
   • Your complete name and contact details:
   • Your (partner) company name:
   • Country:

B. BUSINESS IMPACT:

We need this information if you are opening a Very High or High case. 
This is to help us prioritize in Support as well as communicate the relevant information to our Engineering teams if they need to be engaged.

If you raise a Very High case, a 24/7 phone contact is mandatory as the support team will have to update you regularly.

For details on case priority for Recruiting cases, see 
2155335 - case prioritization for “ Recruiting Management(RCM) and Recruiting Marketing(RMK)

C. TECHNICAL INFORMATION:

1. Issue: Describe what the problem is in a few sentences.
   Example: All applicants don't receive e-mail notification when they are moved to the Hired status
   
   
2. Expected behavior: Instead of running into your issue, what would be the expected behavior from your point of view ?
   Example: As per current configuration in Edit Applicant Status Configuration, candidates should receive e-mails in the Hired status
   
   
3. Replication Steps: Provide detailed steps to replicate the issue. Please provide accompanying screenshots showing what you are doing as well.
   Make sure all screenshots are uncropped, meaning they show the full browser page including the address bar.
   Example:
   Step 1. Apply for the job requisition 123 in the test environment
   Step 2. Log into the test instance using this username and proxy as this user
   Step 3. Go to the job req 123 and move the candidate to the Hired status (note - Interview is a required status)
   Step 4. Verify your mailbox - the e-mail is not received
   
4. Always useful for RCM cases: User to proxy to see a job requisition, job req ID, candidate name / e-mail / Candidate ID; Application status name, recruiting e-mail template name, offer letter template name, job requisition / application / offer detail template name or ID;

D. TROUBLESHOOTING ALREADY PERFORMED:

As part of your initial checks you may have already tested a few solutions based on existing KBA, as well as the tips & tricks articles from Support.
lease make sure to document this so that we do not ask you to test something you already checked.

Example:
- Tested using different candidates - the issue occurs for both - internal and external candidates
- Updated settings in Edit Applicant Status configuration
- Searched for KBA's but no solutions found

E. ATTACHMENTS:

List any attachments that you are providing us and a small description on what each attachment is.

Example:
- Timestamp attached see timestamp.jpg
- Replication steps documented and attached see replication.docx
- HTTPWatch trace recorded see Issue.hwl
- etc..

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