SAP Knowledge Base Article - Public

2975890 - Candidate's response is neither received nor captured in Message Center – Recruiting Management

Symptom

When candidates reply to an email that was sent through Message Center, if the email address they are replying to is not in the same format as it was sent out from our servers (capital letters do not appear and reply-to email is all in lowercase), the response is lost.

Environment

SAP SuccessFactors Recruiting Management

Cause

Some email providers do not respect case sensitive emails and may treat email addresses as case-insensitive.

The reply-to email address needs to be case sensitive as there is a technical dependency on the case sensitivity of the generated email address. The Company ID is included in the reply-to email address and Company ID in Successfactors is case sensitive. The email address format is "correspondence<company id>".

Resolution

When a candidate is replying, the email address must be in same case as it was sent out from our servers, because the company ID will be extracted from this email address and further processing happens.

The email address format must remain unchanged (capital letters must be kept) or the response will not be received.

Our Engineering team confirmed this is a design gap/defect. They are going to work for a solution. We will update this KBA when we have additional information and when a solution is created.

Keywords

Message Center; RCM-77103 , KBA , LOD-SF-RCM-EML , Recruiting Emails and Notifications , Problem

Product

SAP SuccessFactors Recruiting all versions