SAP Knowledge Base Article - Public

2908711 - Welcome Message Email Not Triggered to New Hire's - Onboarding

Symptom

Once the Hiring Manager User Completes the New Hire Data Review steps, Welcome Message Email is not triggered to new Hire's

Environment

SAP SuccessFactors Onboarding

Reproducing the Issue

  1. Initiate ONB For Candidate From RCM
  2. Complete the Data Review step as HM User
  3. Check  the  Email  Service Status  for  Welcome  Email

Cause

Welcome Email Template is Not Active
Incorrect Email ID maintained for New Hires
Error Before Completing New Hire Data Review Step

Resolution

Make sure to check the below setting

  1. Go to Email Service and Make sure ONB) External User Welcome Message Template is active.
  2. Make sure New Hire Data Review step is completed by the HM User (Go to BPE monitor Process or Manage Data -> Process and Confirm this)
  3. Make  sure  Email  ID  entered  for  the  Candidate  is  Valid  and  Active
  4. Go to Email Service-> Email Status and check if the Email is Sent for Candidate

If you still do not see the Email not triggering for the candidates, then submit a ticket with Support team by providing below details.
Company ID
Support  user  Access
Candidate  Name

@Support Engineers: Check the Internal Memo

Keywords

ONB 2.0, Welcome Email, Email Services, New Hire, onboarding , KBA , LOD-SF-OBX-EML , Notifications , Problem

Product

SAP SuccessFactors Onboarding 1905