SAP Knowledge Base Article - Public

2378545 - Email Notification/token Not Received


When sending a notification and you noticed email notification was not received
Or token does not populate accordingly.


When experiencing issues such as:
- Tokens not populating data,
- Notifications system not being received by a recruiter or candidate,
- An e-mail template received by a user was different from the one configured on the system,
- Or even language translations not working as expected within e-mail notifications, for example.
In such occasions, our Cloud Support team will always require to replicate it on the respective instance through a recorded WebMeeting and gather the time-stamp information afterwards. This is critical once it's not a best practice to change users e-mail address on the system as in many occasions, depending if the instance is RBP or non-RBP, it involves managing sensitive information when extracting an importing user data.
With that said, the only alternative to sort this out is scheduling a WebMeeting to stress the system and validate if the notifications and tokens will be received as expected.

After analysis completion, CPS team will have the recorded WebMeeting with time-stamp information in hands so we can reach to Operations team and ask them to verify, through SuccessFactors server, if the notification were triggered out from the system or not. Notice that Operations are only engaged if we evidence that no operator or candidate received the e-mail.
After concluding all these steps, then Engineering team would be contacted in order to evaluate if this issue is related to a system malfunctioning or a bug so they can fix it by executing scripts or changing the system codes, eventually.
Basically, this is the whole triage process regarding the types of issue previously mentioned.


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