SAP Knowledge Base Article - Public

2910579 - Email replies from GMAIL account that have been sent to SF are not displayed in Message Center.

Symptom

If a candidate has many e-mail addresses/accounts combined into one e-mail software (e.g. Outlook, Apple Mail, etc.) and replies to a recruiter from another account, the message center does not capture the email.

Environment

SAP SuccessFactors Recruiting Management (RCM)

Reproducing the Issue

1. A recruiter sends an email to a candidate to his GMAIL account
2. The candidate replies to the email from a different email account
3. Message Center does not capture the reply from the candidate

Cause

The system is designed to capture the initial candidate email which will be verified when the candidate replies back to the recruiter. If the email id does not match the original, then the Message Center will not receive that email.

Multiple accounts are not supported because email accounts are third party and their accounts cannot be validated by the system.

Resolution

Candidates should always use the same email id to reply to recruiters. 

Please submit an enhancement request to see the functionality of the system supporting multiple email accounts implemented in a future release. 

See Also

2090228 - How to Submit Enhancement Requests for SAP SuccessFactors Products

Keywords

email, multiple accounts, message center, gmail, outlook, apple mail , KBA , LOD-SF-RCM-EML , Recruiting Emails and Notifications , Problem

Product

SAP SuccessFactors Recruiting all versions