SAP Knowledge Base Article - Public

2603661 - Why a Correct System Environment is necessary to open a ticket with Support

Symptom

To open a Ticket with Support the correct System Environment is required.

Environment

HCM Success Factors

Successfactors BizX system

Cause

  • Previously employees were granted with global access so they were able to see all companies. Now with a change in access control employees only see the specific company or companies that they are required to work on, based on the customer incidents that they are assigned to.
  • Each system access requires a separate request via the new access management tool.
  • If the wrong details are added the Support Engineer will not be able to access the correct instance.  Thus prohibiting the processing of the ticket.

Resolution

  • Please Ensure when opening a ticket with Support the correct company instance is added.
  • The Support Access application has double-layered security.
  • This means that all SuccessFactors Customer Support Staff first need to login to a secure interface before they are able to login to your instance.
  • Each agent providing you support first logs into this interface with their own unique username and password. Only then will they be able to select your instance and login using the username provided.

See Also

Please see the following KBA regarding

  • What to include in an incident
  • What should I check before opening an incident.

2339162 - BizX Analytics and Reporting - Customer and Partner support Help request

Keywords

Opening a ticket with support, correct system environment, EUDP, GDPR , KBA , LOD-SF-PLT , Foundational Capabilities & Tools , Problem

Product

SAP SuccessFactors HCM Suite 1511 ; SAP SuccessFactors HCM Suite 1602 ; SAP SuccessFactors HCM Suite 1605 ; SAP SuccessFactors HCM Suite 1608 ; SAP SuccessFactors HCM Suite 1611 ; SAP SuccessFactors HCM Suite 1702 ; SAP SuccessFactors HCM Suite 1705 ; SAP SuccessFactors HCM Suite 1708 ; SAP SuccessFactors HCM Suite 1711 ; SAP SuccessFactors HCM Suite 1802 ; SuccessFactors HCM Suite 1204 ; SuccessFactors HCM Suite 1207 ; SuccessFactors HCM Suite 1210 ; SuccessFactors HCM Suite 1302 ; SuccessFactors HCM Suite 1305 ; SuccessFactors HCM Suite 1308 ; SuccessFactors HCM Suite 1311 ; SuccessFactors HCM Suite 1402 ; SuccessFactors HCM Suite 1405 ; SuccessFactors HCM Suite 1408 ; SuccessFactors HCM Suite 1411 ; SuccessFactors HCM Suite 1502 ; SuccessFactors HCM Suite 1505 ; SuccessFactors HCM Suite 1508