2296636 - Email Notification Not Received by Candidate - Recruiting Management

A candidate has not received an email notification from SuccessFactors. What should I consider before contacting Cloud Product Support?

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SAP SuccessFactors Recruiting Management

Before submitting a ticket to Cloud Product Support, please perform the following steps:

1. Replicate the issue by trying to re-trigger the email by following the same steps again
2. When finished, take the timestamp information using 'Show Version Information'

3. Verify if the email was delivered or not. Please ensure to check spam/junk mail folders. If the email has not been sent, please submit an case with Cloud Product Support with the following information:

• Timestamp of when the email should have triggered
• The email address of the candidate which should have received the email
• The email notification subject

If required, CPS will engage the Operations team to analyze the server logs based on the timestamp information provided.

Please take into consideration the following:

If Operations identify that the email was triggered out from the SuccessFactors server, then it's likely the notification was not delivered due to a blocking rule currently configured on a Proxy/Firewall server from the candidate's side. This usually happens when the recipient mailbox classifies the sender as a potential threat/spam.

If the Operations team does not identify the email in the logs, the issue may have happened due to:

• A temporary server outage.
• The timestamp information was provided with the incorrect time
• The email template was not properly configured for the referred applicant status within Admin Tools > Edit Applicant Status Configuration.

2087890 - Email Notifications: Top Reasons Why Emails are Not Sent or Received and basic troubleshooting logic

KBA , LOD-SF-RCM-EML , Recruiting Emails and Notifications , Problem