SAP Knowledge Base Article - Public

2371922 - User Information (CSV) Report times out in the LMS when returning subordinates

Symptom

  • User Information (CSV) Report times out when returning subordinates
  • Increasing the timeouts in the REPORT_SYSTEM configuration does not resolve the issue

Environment

  • SAP SuccessFactors
  • Learning Management System (LMS)

Reproducing the Issue

  1. Login as a User with subordinates that have sub-subordinates (such as a supervisor with direct reports, indirect reports, alternate subordinates, etc.)
  2. In the "Links" tile, click on "Reports"
  3. Expand "User Information" and click "User Information (CSV)"
    1. Report.png
  4. At the top, click the radio button for "All Subordinates" or "All"
  5. Click "Run Report" button
    1. ReportFilters.png
  6. A separate browser window or tab opens and report status is shown
  7. Report status seems to freeze on "Generating" or "Generating - Initializing" status
    1. ReportWaiting.png
  8. Eventually a timeout is reached and an error is displayed:
    • The report does not progress for 600 seconds and timed out.
      • OR
    1.  The report took longer than 300 seconds to generate and timed out.*

* The 300 seconds is the default timeout set for the onlineTimeoutPeriod in the REPORT_SYSTEM configuration settings.

Cause

  • The supervisor has several levels of subordinates creating a complex SQL query to retrieve the data
  • User reports are run on demand and not via background schedule, so have a much shorter timeout in order to avoid resource contention issues

Resolution

It is recommended to Reduce the amount of data to be returned using the filter options

  • Ex: Run the report to return Direct Reports only

Potential Workarounds:

  • Use another report to retrieve the needed data
    • Ex: the Account Data report which returns data by User
  • Create a custom report to retrieve the needed data
  • Have an Reporting Admin schedule a report for the Supervisor/Manager so that it can run as a background job

Keywords

LRN-14863 SF SuccessFactors LMS Learning Management System report user information CSV time timed timing out timeout generate generating initializing stuck freeze run report all subordinate alternative supervisor direct indirect , KBA , LOD-SF-LMS-REP , Reporting Data , LOD-SF-LMS , SuccessFactors Learning , Problem

Product

SAP SuccessFactors Learning 1602