2018-08-22 Page 1/7

Incident: 260026 / 2018 - CALENDAR ON MOBILE IS

DIFFERENT TO WORK SCHEDULE
ID 002028376600002600262018
Customer 345283 - SONDA S.A.
Installation 0090203206 - SFSF
System SAP SuccessFactors HCM Core 1805 / SONDAP
Component Time-Off (LOD-SF-EC-TIM)
Status SAP Proposed Solution
Priority Medium
Estimated Automatic Confirmation Date 05.09.2018

Communication
30.05.2018 22:55:29 CET - Problem Description: Daniela Guerrero (S0019290905)

On iphone the calendar is not the correct

30.05.2018 22:58:32 CET - Info for Customer: SAP

GoToAssist (04:39:12):
This customer is connecting to GoToAssist's servers.
GoToAssist (04:39:13):
This session is being authenticated by GoToAssist's servers.
GoToAssist (04:39:13):
Your customer, Daniela Guerrero has arrived.

Session ID: 313016441

Portal: SF JAM
Language: English
Customer: Daniela Guerrero
Question: PROCESS_TYPE: ZTIN
ContactID: S0019290905
Contact: Daniela Guerrero
InstallationNo: 0090203206
SystemID: DC8
SystemNumber: 000000000740117061
LanguageID: EN
ComponentID: LOD-SF-JAM
Priority: Medium
Subject: CALENDAR ON MOBILE IS DIFFERENT TO WORK SCHEDULE
Problem Description: On iphone the calendar is not the correct

Product Support Expert's Start Time: 04:38:55 (GMT 8.00) Malay Peninsula Standard Time
Customer Time Zone: (GMT -4.00) hora de Bolivia
OS: Windows 7
Browser: Google Chrome 67

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2018-08-22 Page 2/7
CustomerID: 0000345283
ChatRequester: SONDA S.A.
Product Support Expert: Katrina Mira Martha@SAP

GoToAssist (04:39:13):
This session has limited features because this customer is chatting via a web browser.

Katrina Mira Martha@SAP (04:39:23):

Hi daniela

Daniela Guerrero (04:39:29):

hello

Katrina Mira Martha@SAP (04:39:39):

Good day!
Katrina Mira Martha@SAP (04:39:54):
Are you having problems with JAM mobile application app?

Daniela Guerrero (04:40:06):

yes

Katrina Mira Martha@SAP (04:40:58):

can you provide more details on calendar working different on mobile?

Daniela Guerrero (04:41:04):

i'm trying to generate a time off from my ios mobile
Daniela Guerrero (04:41:22):
but the calendar is different

Katrina Mira Martha@SAP (04:42:04):

so this is a time off functionality right for EC? not a JAM issue?

Daniela Guerrero (04:42:51):

in my profile is correct, but in the mobile is wrong the calendar
Daniela Guerrero (04:43:19):
is one day behind

Katrina Mira Martha@SAP (04:43:34):

can u share ur screen to me?

GoToAssist (04:43:42):
Escalation to standard session request sent to customer.

Daniela Guerrero (04:44:06):

Daniela Guerrero has left the session.

GoToAssist (04:44:10):
Product Support Expert Katrina Mira Martha@SAP asked to share the customer's screen.

GoToAssist (04:44:12):
Customer Daniela Guerrero accepted request to share screen.

Daniela Guerrero (04:44:48):

this is my calendar on the web

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2018-08-22 Page 3/7
Daniela Guerrero (04:45:07):
days 01-21 are day off
Daniela Guerrero (04:45:55):
and this is how its seem on th mobile

Katrina Mira Martha@SAP (04:47:26):

hi daniela
Katrina Mira Martha@SAP (04:47:31):
can u go back again to the web
Katrina Mira Martha@SAP (04:47:37):
which part of instance is this

Daniela Guerrero (04:48:02):

time off on web

Katrina Mira Martha@SAP (04:48:04):

is that employee central?
Katrina Mira Martha@SAP (04:48:10):
time off

Daniela Guerrero (04:48:20):

yes

Katrina Mira Martha@SAP (04:48:33):

I see... let me see if I will be able to find someone from EC
Katrina Mira Martha@SAP (04:48:35):
hold on please
Katrina Mira Martha@SAP (04:52:07):
hi daniela
Katrina Mira Martha@SAP (04:52:18):
it appears no one is available from our EC team

Daniela Guerrero (04:52:29):

hi

Katrina Mira Martha@SAP (04:52:30):

is it okay if you provide screenshots in the ticket that I will create
Katrina Mira Martha@SAP (04:52:37):
so that EC team can check?
Katrina Mira Martha@SAP (04:52:43):
the screenshot on the web vs. mobile

Daniela Guerrero (04:52:52):

okay

Katrina Mira Martha@SAP (04:53:23):

let me just create the incident now hold on
Katrina Mira Martha@SAP (04:53:43):
is this high or medium priority

Daniela Guerrero (04:55:13):

affects the productive environment for the mobile but still serves on the web

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2018-08-22 Page 4/7

GoToAssist (04:55:30):
Customer Daniela Guerrero stopped sharing screen.

Katrina Mira Martha@SAP (04:56:35):

okay I will just create the incident

30.05.2018 23:05:18 CET - Info for SAP: Daniela Guerrero (S0019290905)

The calendar on the mobile (Time off) is different to the calendar on the web

It's one day behind

31.05.2018 15:47:54 CET - Reply: SAP

Hi Kat!

My name is Júlio and I was assigned to work on this case.

The issue you have reported is a known issue and is also related with the following KBA:

2640936 - Leave request date in Mobile not the same as in EC Time Off desktop

The engineering team is working on this but currently this issue is complex to solve.

Currently there is no target release for correcting this issue but the engineer is working with the possibility to
fix this in the 1809 mobile release (in September).

I can't guarantee to you that this will be fixed till there though.

For now I am setting this case as pending development, I'll keep monitoring and will provide you any updates
I get.

Thanks
Júlio Bernardes
Support Consultant, SAP Cloud Product Support
Earn Your X with SuccessFactors eXpert (SFX) Accreditation Program!
Learn more:
http://community.successfactors.com/t5/Resources-and-Updates/Earn-your-X-with-SuccessFactors-EXpert-SFX-Acc

11.06.2018 23:51:05 CET - Info for SAP: Daniela Guerrero (S0019290905)

The calendar on the mobile for ios is different

20.06.2018 16:09:21 CET - Info for Customer: SAP

Hi Daniela!

This is to inform you that the engineering team is still working on this case.

Since the fix ix expected for 1809 release(for mobile) I am setting this case as pending release.

I'll keep monitoring the case and if anything changes I'll let you know.

Kind Regards
Júlio Bernardes
Support Consultant, SAP Cloud Product Support

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2018-08-22 Page 5/7
Earn Your X with SuccessFactors eXpert (SFX) Accreditation Program!
Learn more:
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22.08.2018 14:49:53 CET - Reply: SAP

Hi Daniela!

This is to inform you that the fix regarding this incident has completed and will be automatically deployed in
Mobile in September.

So for now I am setting this case as solution provided.

When you confirm this ticket by clicking in close, you'll be invited to attend a survey about the quality of our
product and my support.

If you could attend this survey, this would be very important to us.

Kind Regards

Júlio

Support Consultant,
SAP Cloud Product
Support
Earn Your X with SuccessFactors eXpert (SFX) Accreditation Program!
Learn more:
http://community.successfactors.com/t5/Resources-and-Updates/Earn-your-X-with-SuccessFactors-EXpert-SFX-Acc

Contacts

Secondary
Role Name Time Zone Primary Phone E-Mail
Phone

Daniela
daniela.guerrero
Reporter Guerrero CET +56-226575093 +56-965284737
@sonda.com
(S0019290905)

Attachments

File Name Description File Type File Size Created By Created On

Daniela
Screen for the 30.05.2018
web.PNG PNG 33.3 KB Guerrero
instance 23:05:18 CET
(S0019290905)

Daniela
Mobile screen 30.05.2018
movil1.PNG PNG 58.9 KB Guerrero
IOS 23:05:19 CET
(S0019290905)

Daniela
Mobile screen 30.05.2018
movil2.PNG PNG 62.1 KB Guerrero

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2018-08-22 Page 6/7
IOS (S0019290905) 23:05:20 CET

KBA/SAP Notes

KBA/SAP Note Number Note Text

Leave request date in Mobile not the same as in EC Time

2640936
Off desktop

Action Log

Changed On Changed At Changed By Action Old Value New Value

Wed. 30.05.2018 22:55:51 CET SAP Component LOD-SF-JAM

0020283766
22:55:51 CET SAP Incident created 0000260026
2018

22:55:51 CET SAP Status Not Sent to SAP Sent to SAP

Memo/Text Problem
22:55:51 CET SAP
changed Description

Memo/Text Info for

22:58:32 CET SAP
changed Customer

Daniela
Memo/Text
23:05:18 CET Guerrero Info for SAP
changed
(S0019290905)

23:18:25 CET SAP Component LOD-SF-JAM LOD-SF-EC

Thursday
14:42:24 CET SAP Component LOD-SF-EC LOD-SF-EC-TIM
31.05.2018

Daniela
Monday Memo/Text
23:51:05 CET Guerrero Info for SAP
11.06.2018 changed
(S0019290905)

Wed. 20.06.2018 16:13:49 CET SAP Status Sent to SAP Pending Release

SAP Note
16:13:49 CET SAP 2640936
add./rem.

Memo/Text
16:13:49 CET SAP Reply
changed

SAP Proposed
Wed. 22.08.2018 14:52:34 CET SAP Status Pending Release
Solution

Memo/Text
14:52:34 CET SAP Reply
changed

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2018-08-22 Page 7/7
22.08.2018 17:28:58 CET

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