SAP Knowledge Base Article - Public

2705413 - Error: 'Unable to initiate onboarding process. Reason: Unknown Error.' - Onboarding

Symptom

  • When trying to onboard a candidate, the following error is received: 'Unable to initiate onboarding process. Reason: Unknown Error.' 
  • In the back-end logs (only accessible by SAP SuccessFactors Cloud Product Support), the following error is present 'Error in KMS: [Manager and HR Manager Fields are empty]' and 'ONB_SAVE_CANDIDATE_INFO_ERR'.

Environment

  • SAP SuccessFactors Recruiting
  • SAP SuccessFactors Onboarding

Reproducing the Issue

  1. Navigate to SAP SuccessFactors HCM > Recruiting;
  2. Open the affected requisition and find the candidate;
  3. Click Initiate Onboarding and the following error is received: 'Unable to initiate onboarding process. Reason: Unknown Error.'

Cause

  • No value for HiringManager and HRManager is passed to SAP SuccessFactors Onboarding
  • The keys HiringManager and HRManager are not mapped in the requisition template

For other causes find related KBAs with same error recieved: #sfobdintrcmunabletoinitiateuerr

Resolution

For Live Customers (SAP SuccessFactors HCM with Recruiting)

Please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support Incident and provide the following information:

  • Affected BizX Company ID
  • Affected Requisition ID or Title
  • Affected Candidate Name
  • Affected Recruiter
  • Support Access

Note

SAP SuccessFactors Cloud Product Support will investigate the behavior

For Implementation Partner/s or Consultants

a. Check RCM and ONB integration in SAP SuccessFactors HCM Front-End UI

  1. Navigate to SAP SuccessFactors HCM > Admin Center > Setup Onboarding Integration 
  2. Click Job Requisition and Job Requisition Template afterwards
  3. Find HRManager and HiringManager Onboarding Field if present and mapped to a Recruiting Management Field
  4. If not, please follow section c and b for Implementation Partner/s or Consultants

b. Check RCM and ONB integration in SAP SuccessFactors HCM Back-End UI

  1. Navigate to SAP SuccessFactors HCM back-end > Select the affected customer instance
  2. Under On/Offboarding Settings, select Import Export for RCM templates Mapping
  3. Click Job Requisition and Job Requisition Template afterwards
  4. Select Export radio button and submit to download XML
  5. Open the XML file and find the element value of refid: HRManager and HiringManager
  6. If missing, please follow section c and d for Implementation Partner/s or Consultants

c. Add HRManager and HiringManager key tag in Data Dictionary Namespace of Integrations

  1. Navigate to SAP SuccessFactors HCM > Onboarding > Settings > Data Dictionary > Namespaces
  2. Under Integration find RX and use filter to search and verify if following keys are present HRManager and HiringManager
  3. If not missing, please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support Incident 
  4. If missing, mapped the keys (HRManager and HiringManager) by clicking Fields button in the toolbar
  5. Search the keys and move it from the left column for available fields to Fields attached to the Tag

Note

  • There is no save button, it will automatically reflect once moved
  • Use the Up and Down button to arrange the sequence

d. Mapped the HRManager and HiringManager Key to the Corresponding Recruiting Fields

  1. Navigate to SAP SuccessFactors HCM > Admin Center > Setup Onboarding Integration 
  2. Click Job Requisition and Job Requisition Template afterwards
  3. Find HRManager and HiringManager Onboarding Field if present and mapped to a Recruiting Management Field
  4. Mapped the HRManager and HiringManager Key to the Corresponding Recruiting Fields
  5. Click Save button to reflect the changes

Note

  • To verify if the key is mapped properly follow the section b for Implementation Partner/s or Consultants
  • If still missing, add the code snippet below and import to reflect the change

<mapping-attribute>
<source entity-type="JOBREQUISITION" refid="[InsertRecruitingField]"/>
<target refid="[InsertOnboardingKey]"/>
</mapping-attribute>

Keywords

Initiate Onboarding; HiringManager; HRManager , KBA , #sfobdintrcmunabletoinitiateuerr , LOD-SF-OBD-INT , Integrations with Onboarding , LOD-SF-RCM-INT , Integrations & Intelligent Services , Problem

Product

SAP SuccessFactors Onboarding all versions