SAP Knowledge Base Article - Public

2273389 - US Form I-9 Section 2 is Blank in New Hire's Onboarding Activity Due to Form Generation Glitch - Onboarding 1.0 [US I-9]


  • US Form I-9 Section 2 is blank in New Hire's Onboarding Activity
  • MA_I91_HaveDocuments is equals to Yes and I-9 3 Business Days workflow is expected to not trigger  (See KB2243647 for more information) 


SAP SuccessFactors Onboarding 1.0 - All Versions

Reproducing the Issue

  1. Navigate to SAP SuccessFactors HCM > Onboarding
  2. Find the candidate's activity and under PDF forms see US I-9 Form Section 2
  3. Data is no populated in the form


  • US Form I-9 is not generated properly
  • Application time-out when generating the US Form I-9 after the Manager Signature Step


For Live Customer(s)

SAP SuccessFactors Cloud Product Support needs to review the behavior and if found out that issue is related to a glitch, support will move back the Onboarding workflow back to Orientation Step and have the Assignee/Hiring Manager to complete the step again. Kindly reach out to our support channels via Support Incident. In addition, follow the template when creating an incident and provide the needed information below.

  • Subject: KBA 2273389 - US Form I-9 Section 2 is Blank in New Hire's Onboarding Activity Due to Form Generation Glitch
  • Component: LOD-SF-OBD-I9

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
    • [Insert screenshot of the issue]
  1. Permission to Restart the Onboarding Activity Back to Orientation Step
    • [Insert approval]
  1. Username for Support Access (Read the agreement below)
    • [Insert Username]
  • May we have your approval for accessing your system environment to continue request? (Reply with your confirmation and username to access, refer to KBA listed below)
  • With your approval, accessing your system environment you agree for the actions we will take below.
    1. Review the data of affected users and compare it to those users who are working as expected.
    2. Capture screenshots/record screen clips of the issue.
    3. Analyze your system configuration
  • To know how to grant support access to SAP Cloud Product Support, please read the full article on 'How to Grant Support Access to SuccessFactors Support Staff' by clicking the reference KBA 2088892.


For SAP SuccessFactors Cloud Product Support

Please use the instruction manual on how to proceed, in the internal KBA 2633075


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SAP SuccessFactors Onboarding all versions