SAP Knowledge Base Article - Public

2704298 - How To - Provide SAP SuccessFactors Cloud Product Support Access to an Instance - Onboarding [Security] [Permissions]

Symptom

How to provide SAP SuccessFactors Cloud Product Support access to an instance with Onboarding

Environment

  • SAP SuccessFactors HCM
  • SAP SuccessFactors Onboarding

Cause

What is Support Access?

Support Access is a secure way for you to provide SAP SuccessFactors Cloud Product Support authorized temporary access to a user account within your company to diagnose a problem or troubleshoot an issue.

Note

  • Support Access does not need an account password or any personal information to access the instance
  • Support Access is a secure access point for your company to help product support investigate and troubleshoot your concern(s)
  • Support Access is done via Manage Support Access by enabling it to an account with full or module specific administrative permissions
  • The administrator can control the time span on when support can access the instance in a given time frame or disable it automatically by turning it off

Resolution

Prerequiste

  • Secondary Login feature enabled
  • User Account with  full or module specific administrative permissions
  • Legacy Permission: Administrative Priveleges > Manage Security > Manage Support Access
  • Role-Based Permission: Manage Permission Roles > Manage User > Manage Support Access 

Instruction

  1. Navigate to SAP SuccessFactors HCM > Admin Center > Manage Support Access
  2. In the search fields, look for a user with full or module specific administrative permissions
  3. In the search result, find the user and tick the checkbox near create permission to enable the support access

    Green Check Mark is an active support access
    Red Cross Mark is an inactive support access

  4. Set the timebound access on when until support can use the account to investigate and troubleshoot
  5. Ensure user account have access to Onboarding 
  6. Provide the username to SAP SuccessFactcors Cloud Product Support who handles your incident to help them start the investigation

Note

  • We recommend that you enable a user account with full administrative permissions to allow support staff to investigate the issue thoroughly without hindrance. 
  • If the account used is restricted in scope and permission, then it is possible that you will be requested to provide additional information such as screenshots or replication steps, or data files, and any other content that they might be unable to view due to the restrictions of the account.
  • Not having administrator permissions is likely to result in slower resolve time as well as your active participation in providing additional information.
  • We recommend that you change the username and make sure username is complex. Please avoid using common usernames like admin, adminsf, sfadmin, csadmin, admincs, etc. for security reasons.
  • We recommend you always set Time Bound Access.

Additional Information

  • The Support Access application has double-layered security. It means that the entire SAP SuccessFactors Cloud Product Support needs to login first in a secure interface before accessing the target environment. 
  • Support Access should not be provided in the text area of incidents. Instead, they should be stored in the secure area.
  • Please refer to section 1A of KBA 1773689 – How to add login credentials securely to an incident, to follow the steps to maintain the secure area with the Support Access.

Keywords

KBA , LOD-SF-OBD-ADM , Admin Tools, Settings, Permissions , LOD-SF-PLT-SEC , Security & Permissions , How To

Product

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