SAP Knowledge Base Article - Public

2918590 - Onboardee does not appear in Manager Pending Hire after completing DocuSign Step and is stuck in Awaiting Signature status - Onboarding

Symptom

  • Candidates signed forms with DocuSign but cannot be found in Manager Pending Hire.
  • Envelop id shows awaiting signature.
  • Refresh the envelope status manually and issue is resolved.

Environment

SAP SuccessFactors Onboarding 

Reproducing the Issue

  1. Complete a candidate in onboarding process, and sign the documents.
  2. After completion, candidate cannot be found in Manage Pending Hires
  3. Go to Manage DocuSign envelopes and found envelop id shows still awaiting signature
  4. Login to your Docusign account, it shows the same awaiting signature status
  5. Refresh the envelope status manually from Manage DocuSign envelopes or Docusign account
  6. Envelop  status is updated to completed
  7. The candidate is available in Manage Pending Hires

Cause

‘Connect’ feature is a must for integration. Without connect settings in place, document signature flow will not be completed automatically even the documents have been signed in Docusign.

 To complete the document flow without connect setting, user need to manually refresh Docusign envelop status from Manage DocuSign envelopes  or Docusign account.

Resolution

  1. Go to Docusign -> Admin -> connect.
  2. Add or correct the connect configuration.
  3. Refresh status for affected candidate if needed.

Keywords

Onboarding Docusign, MPH, Connect configuration in Docusign, INC0039472, INC0032920, 2.0, envelop, awaiting signature , KBA , LOD-SF-OBX-DSN , Docusign Integration , Problem

Product

SAP SuccessFactors Onboarding all versions