SAP Knowledge Base Article - Public

2679686 - Hires and Users are not Receiving E-Mail Notifications - Onboarding

Symptom

Hires and Users are not Receiving E-Mail Notifications

Environment

SAP SuccessFactors Onboarding

Cause

  • Incorrect Hire's/Candidate E-Mail
  • No email address associated to the user in Security > Users
  • SAP SuccessFactors Known Downtime
  • MailSendingDisabled if it is set to true
  • Customer IT System Blocking SAP SuccessFactors Onboarding E-Mail

Resolution

For Live Customer(s)

Self-Diagnosis

Note: Check if the user have an email address associated under Security > Users.

(1) Incorrect Hire's/Candidate E-Mail

 Kindly check the junk or spam folders; ensure that no incorrect spelling in the e-mail address; there is still space to save the incoming messages.

(2) SAP SuccessFactors Known Downtime

Confirm if there is a downtime happened at the time hire/user reported that email was not received.

(3) Customer IT System Blocking SAP SuccessFactors Onboarding E-Mail

Kindly check with your IT team if e-mail coming from SuccessFactors is being blocked and if your hires and users are unable to receive e-mails witin 2 - 12 hours, contact SAP support.

Contact SAP SuccessFactors Cloud Product Support

please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support Incident. In addition, follow the template when creating an incident and provide the needed information below. Support team will conduct an extensive investigation to find out the cause of the issue, such task will need to have 2 – 48 hours to finish. Our team will inform you if there is need to examine further.

  • Subject: KBA 2679686 - Hires and Users are not Receiving E-Mail Notifications
  • Component: LOD-SF-OBD-EML

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
    • [Insert affected hire/candidate's e-mail]
    • [Insert screenshot of the issue]
  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 Implementation Partner(s) and Consultant(s)

Self-Diagnosis

MailSendingDisabled if it is set to true

  1. Navigate to SAP SuccessFactors Onboarding back-end > Select Target Account > Account Options
  2. Find the option MailSendingDisabled 
  3. E-Mails will not be sent if value is equals to True/true
  4. Change it to False/false to enable Mail Sending

See above self-diagnosis and if all fails, contact SAP support with template provided here in this KBA.

For SAP SuccessFactors Cloud Product Support

Please use the instruction manual on how to proceed, in the internal note.

Keywords

SF, SAP Success Factors, Onboarding, OBD, ONB, LOD-SF-OBD, EML, LOD-SF-OBD-EML, From, Domain, Email, To, Sender, Mail, Messenger, Request, Notification , KBA , LOD-SF-OBD-EML , Emails and Notifications , Problem

Product

SAP SuccessFactors Onboarding all versions