SAP Knowledge Base Article - Public

2824000 - Receiving Error: "Failed to get the list of closure options." When Resolving E-Verify Case [Compliance] - Onboarding 1.0

Symptom

  • When resolving a case, Failed to get the list of closure options error is received
  • Unable to submit and resolve the case

Environment

SAP SuccessFactors Onboarding 1.0 - All Versions

Reproducing the Issue

  • Step 1: Login to SAP SuccessFactors HCM and navigate to Onboarding
  • Step 2: Go to E-Verify and look for the record of new hire
  • Step 3: Take the activity and resolve the case
  • Step 4: After requesting closure options, error is received

    SAPSUPPORT-00016 08-06-2019 4.43.18 PM.png

Cause

The status of the case is E-Verify is Referral Confirmation and either pending with SSA or DHS. In addition, this is also a result of SAP SuccessFactors Onboarding application not sync with E-Verify and case cannot be closed while at this status.

Resolution

For Live Customer(s)

If one of your corporate representative receive this type of concern, please reach out to support team to verify the current record of new hire. If the case is under Referral Confirmation status, we need to wait until the due date is completed and once the final status is reflected we can now close the case. However, there are scenarios where there is no change in E-Verify hence we need to contact a DHS to review the case manually.

 

Contact SAP SuccessFactors Cloud Product Support

Please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support Incident. In addition, follow the template when creating an incident and provide the needed information below.

  • Subject: KBA 2824000 - Failed to get the list of closure options.
  • Component: LOD-SF-OBD-EVF

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
    • [Insert screenshot of the issue]
  1. Permission to Close the Case
    • [Insert approval]
  1. Username for Support Access (Read the agreement below)
    • [Insert Username]
  • May we have your approval for accessing your system environment to continue request? (Reply with your confirmation and username to access, refer to KBA listed below)
  • With your approval, accessing your system environment you agree for the actions we will take below.
    1. Review the data of affected users and compare it to those users who are working as expected.
    2. Capture screenshots/record screen clips of the issue.
    3. Analyze your system configuration
  • To know how to grant support access to SAP Cloud Product Support, please read the full article on 'How to Grant Support Access to SuccessFactors Support Staff' by clicking the reference KBA 2088892.

Keywords

E-Verify, unable to close, resolve case, quit working, status failure, error, message , KBA , LOD-SF-OBD-EVF , e-Verify , Problem

Product

SAP SuccessFactors Onboarding all versions