SAP Knowledge Base Article - Public

2082912 - How to use the Mail Queue - Onboarding 1.0


Customer would like to know how to use the Mail Queue


SAP SuccessFactors Onboarding - All Versions


There will be times you may want to confirm an email has been sent.  Such as, a new hire has told you they have not gotten the welcome email.  Please review the following tips on the Mail Queue to help you find out:

  1. If an emails have been sent.
  2. When an email was sent.
  3. To whom an email was sent.
  4. Who was CC’ed.
  5. What the email said.
  • Below is a screen shot of the Mail Queue: To navigate to this queue from the main dashboard, click Account Settings --> Mail Queue.  The Mail Queue will present.



  • The time zone defaults to the server (UTC+-7) which is West coast time.  Depending on the time of year it would be PST or PDT.  You may change it to the local (UTC-4).  This will be your local time.  In this case, it is EST.  Remember, the system generally runs on the PST/PDT time.
  • You can sort the work queue by order and ascending/descending. 


  • There are a lot of criterias you can use to do searches, please check them below:


    • Message ID number.



    • Subject line of the email.



    • Attributes.  You may use the drop down list to choose how you would like to search.



  • In this example, we have used first and last name.  Note: all the emails in the queue are associated with this new hire.  You will see the name of the notification, the ‘To’ and the ‘CC’.  There is also, a status and a date and time column.



  • If you would like to review the email that was sent, you may double click on the line of the notification.  Or you may click the ‘view’ icon.   A dialog box will present.  It opens on the Main Properties tab.



  • You may review the recipient via the Recipient tab.



  • You may review what the email said.  Note: there is a link (Onboarding) in the email but it is not a live link when it is in the mail queue. 



  • You may see how many attachments were sent with the email.  In this case, no attachments were sent.



  • You may use the excel icon to export all the information from the search to an excel spreadsheet.



  • You may use the Audit Trail icon to review the audit trail for a particular email. 



  • You may search the work queue by status.  In the example, we have search for failed emails.   Note: many of the failed emails do not have a “To” email address.  Without an email address in the “To” column, the email will fail; even if there is a “CC” email, the system will not send it. 
  • The other emails failed as those emails are not real emails.  The system tried to send these emails but it could not as there was no one/email to accept them.


Note:  Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


Mail Queue ; email ; sent ; failed ; audit trail ; notification ; reminder , KBA , LOD-SF-OBD-EML , Emails and Notifications , How To


SAP SuccessFactors Onboarding all versions