2144428 - Top 10 reasons Forms Are Not Transferring to New Manager or Failed to Route to Manager - Performance Management

• Support should review with you if all your templates, ftp user import, and manual imports have the right settings for document transfers.
• Note that changing your transfer options in the template or import AFTER you already performed the import will not fix existing forms that are stuck.
• You will now need to transfer employee back to old manager, and transfer them back to new manager to trigger proper transfers. (or rock the forms as explained below)

Form Not Actually in the Inbox of Manager

• Behavior = No forms transfer as expected or only some forms transfer whereas others transfer fine depending on what transfer rule is in play.
• Do you realize that the "Inbox Manager Transfer." option only applies IF and WHEN the form is actually with that manager in their inbox at the time of the transaction?  Routing - Troubleshooting Document Transfer Options

• Behavior = Random failures. Impossible to define any logical cause as to why some fail to move and others are ok since this is a data issue. Preventable by ensuring all data changes are properly ordered.

  Typically these are created by improper transfer options as outlined above.
  
  
• An Invalid manager is a person who cannot log into the system. If you as an employee do not have an ACTIVE manager, then you cannot log into the system. If you cannot log into the system our system knows this and will therefore skip you in the route map. Similarly, if you as a manager have a manager above you who is INACTIVE, then you also can't login to the system so we will not transfer a document to you.
  
  

• Major issues that occur when data changes are not done in the correct order are:

1. New manager not in the system at the time the employees data row is processed. (even though the new managers record is in the file it was not entered first but later in tile)
2. Old manager is set to inactive in the file before you transferred the the forms to new manager. Now forms are stuck with the inactive manager.
3. You must structure all employee imports and data changes in a logical order. See here for more information
   1. Are you using multiple import files for new employees and deactivating old employees? (recommended options)
   2. Or are you doing it in 1 file and if so are you ensuring it is ordered in 3 sections?
4. You resolve these types of scenarios manually by reactivating any users. Also if it is in old managers inbox you can either temporarily make them manager again, or manually route form to a previous step at which time the old manager will be removed and corrected to new manager. (sometimes referred to rocking the form to trigger role updates).

Failed to make user employee changes in correct order

• Behavior = Random and ongoing failures. Can result in large numbers of forms not moving as expected in any predictable logic. This is preventable with proper approach to data changes.
  
  
• Forms can get stuck with old user and show as "System" when not making correct data changes. Your data changes must occur in proper order to prevent forms from being stuck with the system.
  
• You resolve these types of scenarios manually by reactivating any users. Also if it is in old managers inbox you can either temporarily make them manager again, or manually route form to a previous step at which time the old manager will be removed and corrected to new manager. (sometimes referred to rocking the form to trigger role updates).

Timing Conflict Between Automated Imports + Scheduler Launch

• Are all your employee imports and data changes completed each night before the scheduler process runs? If you have data updates happening at same time as form launches then various random issues are possible.
  See > Performance Management: Launching Forms - Forms Fail to Launch Due to Timing Issues
  

Form in Get Feedback Status

• Behavior = Random failures as its impossible to predict who will have a form in the Get Feedback status at the time a manager change might be imported. Not preventable when using this feature.
  
  

• If a form is in a "Get Feedback" step with a person outside of the standard routing map, then the document will remain with that person and NOT transfer. The person that currently holds the form needs to be identified and asked to send the form back to the old manager. Only then can the old manager send the form on to the next step, which may or may not be to the new manager depending on your routing map and the transfer options used in the transfer. 

• Does your template have get feedback enabled? If it does then this will likely be a cause for some forms.

Unsupported Manager Role 

1. Behavior = Consistent failure for forms for a specific role not to change, typically at the step that manager role is in the route map.
2. In the SuccessFactors application the term "Manager" as it relates to "Manager Transfers" only applies to EM, EX, EH.It does NOT apply to other manager roles such as second level manager (EMM), or other manager roles. (EH EA EC etc.)
3. For these other manager roles forms will remain with them as the system treats them like any regular person. If you want to transfer a document for these people you will manually need to route it using the routing tool in Admin Tools.

Form Locked at Time of Transfer:

• Two possible scenarios that can happen to prevent a transfer are when the form is actually open and being edited by someone else.
• Obviously if by chance someone is working on a form at the same time your FTP or manual user import is done, then those forms will be skipped.
• This is not a common cause, but can explain why some every now and then didn't move. We have no tools or ways to show if a form was locked at the time.

1. Is an admin performing employee changes at a time when others are likely to be in the system?
2. Can you change your automated FTP import time to later at night?

Form Template Public Flag

• Make sure that Template Flag is set to Public. Check this in admin tools on the form template settings.
• Private forms remain with the original manager and will not be transferred with any Public forms.
• This flag has no impact on the route map however, if there is any EM steps in the route map that have not been completed, these EM steps will reference and route to the new manager at that time.

Manager Transfer Performed for Enterprise Client Using Manage Users or Document Transfer With Form in Signature Step

• Known issue where client uses Manage Users or document transfer option to update manager record for a form that is in signature step.
  Followed by the recipient of the form rejecting the form backwards. The result is the form gets stuck with new manager who has no send button.
  
  
• Note: Enterprise clients should not even use "Manage user" option in admin tools. This link is typically only enabled for PE clients.(PMT-8442)
• Can be resolved by rocking the form backwards and forwards.
  
  Required fields should not be problem as a required field is applied only for that role if the form is in their inbox. Therefore if a form is not in the inbox of the role that is required to provide those details then enforcement rules will not apply keeping a form stuck.