Service Partner User Management

Customer Guide
August, 2017

CUSTOMER
Service Partner User Management – Process overview

When a consultant from an SAP partner is hired by your company to deliver services, they may need to create
support incidents for issues they encounter on your SAP systems. The Service Partner User Management
application allows you to invite an existing S-user from an SAP partner to have access to your company’s
support account to create support incidents.
1. Customer accesses the Service Partner User Management application and invites an existing S-user from
an SAP partner to be a delegate for their company.
2. Partner S-user receives an email notification and goes to the Service Partner User Cockpit to accept the
invitation. With this acceptance she/he authorizes SAP to share their contact details with the customer.
3. Customer assigns validity period and authorizations on specific installations/systems.
4. Partner consultant is now able to create incidents on customer’s systems with their own partner s-user.

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Service Partner User Management

The tile for the “Service Partner User Management” application is visible only to cloud administrator users of
customers that have SAP SuccessFactors installations.

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Service Partner User Management – Invite Partner S-user

Step 1: Customer invites partner S-user

• Ask the SAP partner consultant to provide you with their existing S-user ID belonging to their own company.
• Click on the button “Invite Partner User”

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Service Partner User Management – Invite Partner S-user

Enter the partner consultant’s S-user ID. For reasons of data privacy, it is not possible to search for an S-user.
• Only valid S-users from SAP partners can be invited.
• S-users from the customer’s own company cannot be invited
An email will be sent to the partner S-user asking them to accept the invitation. This email contains your email
address and company name.

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Service Partner User Management – Invite Partner S-user

At this point you will only see a list of the invited S-users, but no other information. The partner s-user’s
personal data will only be made visible after they have accepted the invitation and thereby given permission
for SAP to share this data.

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Service Partner User Management – Assign Authorizations

Step 2: Assign authorizations to partner user

After the partner has accepted your invitation, their personal data is populated and you can assign a validity
period for the engagement as well as authorizations for them to create support incidents for your systems.
• Click on the arrow on the right to edit the user engagement profile.

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 Service Partner User Management – Assign Authorizations

• Click the pencil on the right to edit

• Enter validity period for this user’s engagement with your company. “Valid from” date can be in the future, but
not in the past.
• When the “Valid to” date is reached, the user’s access and authorizations on your company’s support account
will be automatically removed.

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Service Partner User Management – Assign Authorizations

Now assign authorizations in the Authorizations tab.

• Expand the arrows on the left to assign granular authorizations.

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 Service Partner User Management – Assign Authorizations

There are only two authorization objects available:

• Incident Management allows the user to create
incidents for the selected installations. The user can
also edit, view, send and close incidents that they
have created.
• Display Cloud Data is necessary to allow the user to
manage incidents for cloud products.
Just like in the regular user management application,
you can only assign authorizations to other users if you
have them yourself.
In this example, the user only has authorizations on
two of the installations, the other two are greyed out.
The top level authorization objects are also greyed out
as the user doesn’t have sufficient authorization to
assign this right to all installations.

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Service Partner User Management - Disengage

The engagement with the partner S-user can be broken in 3 ways:

• If the partner user does not accept the invitation within 30 days, it will expire and get the status “Inactive”
• You can manually disengage the partner s-user at any time by clicking on the link “Disengage” at the
bottom right of the page.
• If the validity period expires, the s-user automatically loses access to create incidents for your company’s
systems.

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© 2017 SAP SE or an SAP affiliate company. All rights reserved.

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