Troubleshooting Setup Issues

Objective

After completing this lesson, you will be able to manage system setup errors.

Command Center Logs

Two types of logs are generated from Command Center:

Export Jobs to CSV – Allows you to export all jobs in a CSV format file. This report assists in troubleshooting any issues with jobs appearing on the Career Site Builder (CSB) site. Notice in the figure below, it’s clear that values aren’t appearing in the Business Unit/Division field for some jobs, because they weren’t populated on the job requisition.
Export Automated Process Logs – Automated process logs allow you to verify the success of Real Time Job Sync and Recruiter Sync. The figure titled Log: Export Automated Process Logs, demonstrates part of the logging for Real Time Sync Job. Notice that no jobs needed to be updated for this sync.

The bulk of the log data is generated during nightly maintenance runs but could also result from manual maintenance requests performed by Command Center users.

Troubleshooting Tips

While completing the initial setup of the Recruiting system, test after each step of the configuration to ensure that the setup was successful. You will not be able to begin configuring the customer’s career site in CSB until everything is working correctly. Refer to the following troubleshooting tips if necessary.

Recruiter Sync Troubleshooting

I cannot see any recruiting users in CSB→Users→Roles→Admin Users.

Ensure that your Staffing Group is populated from Admin Center→Manage Permission Groups.
If the recruiters do not appear in Career Site Builder under Users→Roles→Admin Users, check that each has a unique email address. (This is the most common error.)
After setting up Recruiter Single Sign On (Recruiter SSO), be aware that there will be a delay before a synced user can access CSB via Admin Center→Manage Career Site Builder. Wait for some time to pass, up to a few hours. Try again with an incognito browser.

I cannot access Manage Career Site Builder as a recruiting user.

If Manage Career Site Builder is not an option for that user from Admin Center: Check Role-based Permissions for the user. If that permission is not available, go to Provisioning, select Company Settings, and refresh RBP Permission Configuration.
If you are being redirected back to the SAP SuccessFactors home page: This can occur when the user is not set up for Recruiter SSO or the security key is not configured correctly. It may also be experienced during the blackout period, between the Preview and Production releases. The CSB instance is on a stage environment, therefore on the latest version; while the SAP SuccessFactors HCM instance is on a productive environment, which means it's still on the previous version.
If you are being redirected to www.sap.com: This is an indication that the URL of the career site does not exist. To check, go to CSB, select Settings→Site Configuration→Site Information: Site URL. For other redirect issues, also check the Recruiting Marketing Data Center URLs.

I receive an error when trying to access Manage Career Site Builder.

If the log shows a 403 error: Check that you've selected the correct data center where your SAP SuccessFactors HCM instance is installed from the Deployment Data Center field from Career Site Builder→Settings→Site Configuration→Site Integrations.
If you are getting the "HTTP Status 500" error: Confirm that your user is set up for Recruiter SSO.

Real Time Job Sync Troubleshooting

I cannot see any jobs posted on the Career Site Builder page.

Ensure that you have not included a large image in the job requisition that exceeds the size limit.
Confirm that the job requisition contains a country and a job description.
If using Job Profile Builder, ensure the job requisition is tied to a job profile.
Ensure that the field mapping is completed.
Confirm that the jobs are posted to the external career site created from Admin Center→Manage Recruiting Sites.
Un-post and re-post the job in SAP SuccessFactors Recruiting. Also change a field on the requisition and save the change.
There may be a delay in seeing your results. Even if a scheduled job in Provisioning is displayed as Complete, the job may not be finished running in Career Site Builder. The request is sent to a queue called "Maintenance" and the time to execute maintenance jobs varies greatly based on the time of day and number of jobs in queue.
To see if the job was run by CSB, check the logs from Command Center→Export Automated Process Logs.

After checking the CSB logs, the Real Time Job Sync is not running.

Check your settings in Provisioning for the Recruiting Marketing Service Provider Settings (including the security key) and the Recruiting Marketing Data Center URLs.
Re-run the Sync all external job postings job in Provisioning.

Security Key Troubleshooting

If the security key is not set correctly, several types of errors can occur:
- Recruiter SSO
- Real Time Job Sync
- When attempting to open Career Site Builder you are redirected back to the instance home page.
Ensure that the security key complies with the following rules:
- From 20–28 characters long
- At least one upper and one lower case letter
- At least one numeric character
- At least one special character
Ensure that the security key is the same in CSB→Settings→Site Configuration→Site Integrations and in Provisioning→Service Provider Settings→Recruiting Marketing Settings. (For security reasons, the key will be cleared after saving each time.)
Ensure that the security key is unique (not used in another instance in the same data center).

Summary

Use Command Center logs to troubleshoot issues with the Real Time Job sync by using the Export Jobs to CSV and Export Automated Process Logs.
Redirection to the SuccessFactors home page, sap.com, or a 403 error can indicate misconfiguration with security keys, invalid URLs, or the Recruiter SSO sync.
Troubleshoot real-time job sync by confirming requisition requirements, validating field mapping, and correcting site posting, retrying unpost/repost, accounting for maintenance delays, and checking logs; if syncing fails, verify data center URLs and security keys, then rerun the external job posting sync in Provisioning.

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