SAP Knowledge Base Article - Public

2296636 - Email Notification Not Received by Candidate - Recruiting Management

Symptom

A candidate has not received an email notification from SuccessFactors. What should I consider before contacting Cloud Product Support?

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

Environment

SAP SuccessFactors Recruiting Management

Resolution

Before submitting a ticket to Cloud Product Support, please perform the following steps:

  1. Replicate the issue by trying to re-trigger the email by following the same steps again
  2. When finished, take the timestamp information using 'Show Version Information'

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  1. Verify if the email was delivered or not. Please ensure to check spam/junk mail folders. If the email has not been sent, please submit an incident with Cloud Product Support with the following information:
  • Timestamp of when the email should have triggered
  • The email address of the candidate which should have received the email
  • The email notification subject

If required, CPS will engage the Operations team to analyze the server logs based on the timestamp information provided.

Please take into consideration the following:

If Operations identify that the email was triggered out from the SuccessFactors server, then it's likely the notification was not delivered due to a blocking rule currently configured on a Proxy/Firewall server from the candidate's side. This usually happens when the recipient mailbox classifies the sender as a potential threat/spam.

If the Operations team does not identify the email in the logs, the issue may have happened due to:

  • A temporary server outage.
  • The timestamp information was provided with the incorrect time
  • The email template was not properly configured for the referred applicant status within Admin Tools > Edit Applicant Status Configuration.

 

See Also

2087890 - Email Notifications: Top Reasons Why Emails are Not Sent or Received and basic troubleshooting logic

Keywords

KBA , LOD-SF-RCM-EML , Recruiting Emails and Notifications , Problem

Product

SAP SuccessFactors Recruiting all versions