SAP Knowledge Base Article - Public

2597087 - Functionality of Single Sender and return address - Recruiting Management

Symptom

  • Customer is sending offer approvals to the candidate via take action > offer > offer letter.
  • The email that the candidate received is coming from the email address defined in the Single Sender in provisioning.
  • After clicking 'reply' to that received email, it changes to the return email address configured in Admin Center -> Manage Recruiting Settings.

Environment

SAP SuccessFactors Recruiting Management

Cause

  • The switch defined in the Admin Center -> Manage Recruiting Settings "Make return email address editable in 'Email Candidate'" should be honored for system triggered emails only.
  • The Offer Letter is manually triggered hence the feature "Make return email address editable in 'Email Candidate'" should not be applicable for a manually triggered event.

Resolution

The functionality of the Single sender and return address:

  • For Adhoc emails
  1. If Single Sender is OFF

    The ‘From’ email address always system@successfactors.com
    The ‘From’ name could be the sender’s name.
    The ‘Reply’ address is the sender’s email address
    The ‘Reply’ name is the sender’s name

  2. If Single Sender is ON

    - If Return Email Address Information (in Manage Recruiting Settings) is defined

    The ‘From’ and the return email address is the sender’s (operator) address and name.
    The ‘Reply’ name is the sender’s name.

    - If Return Email Address Information (in Manage Recruiting Settings) is NOT defined

    The ‘From’ and return email address is the Single Sender's email address and name.
    The ‘Reply’ name is the Single Sender’s name.
  • For all other emails
  1. If Single Sender is OFF

    The ‘From’ email address always system@successfactors.com.
    The ‘From’ name could be the sender’s name.
    The ‘Reply’ address as defined in the Manage Recruiting Settings.
    The ‘Reply’ name as defined in the Manage Recruiting Settings.

  2. If Single Sender is ON

    - If Return Email Address Information (in Manage Recruiting Settings) is defined

    The ‘From’ email address is the address in Manage Recruiting Settings.
    The ‘From’ name could be the name in Manage Recruiting Settings.
    The ‘Reply’ address as defined in Manage Recruiting Settings.
    The ‘Reply’ name as defined in Manage Recruiting Settings.

    - If Return Email Address Information (in Manage Recruiting Settings) is NOT defined

    The ‘From’ email address is the customer defined Single Sender address.
    The ‘From’ name could be the Single sender’s name.
    The ‘Reply’ address as defined in the Manage Recruiting Settings.
    The ‘Reply’ name as defined in the Manage Recruiting Settings.
  • Offer Letters
  1. If Single Sender is ON
    If Return Email Address Information (in Manage Recruiting Settings) is defined

    The ‘From’ shows the Single Sender's email address and name. 
    The ‘Reply’ is the Single Sender's email address and name.
  • The behavior for Offer Letters is an expected behavior.

Possible issue using the Single Sender feature: many times the email might be undelivered because it would be treated as spam by email clients like Gmail, Yahoo, etc. as the actual sender (system@successfactors.com) doesn't match with the one defined by the Single Sender (user@domain.com).

Keywords

Single Sender Single Sender Name Single Sender Email Return Email Address Information Manage Recruiting Settings , KBA , LOD-SF-RCM-CAO , Candidate Offers, Offer Letters , Problem

Product

SAP SuccessFactors Recruiting all versions