SAP Knowledge Base Article - Public

2872798 - Unable to submit E-Verify Case - Case Creator Phone Number is required - Onboarding 1.0

Symptom

  • When submitting a new case to E-Verify, the following error is being encountered: "The request to E-Verify web service has failed with the following error(s): case_creator_phone_number: Invalid value for "case_creator_phone_number", case_creator_phone_number is required."

Environment

  • SuccessFactors Onboarding 1.0 

Reproducing the Issue

  1. Navigate to SAP SuccessFactors HCM > Onboarding
  2. Open E-Verify activity of affected candidate
  3. Click Submit Initial Verification
  4. Error is received: "The request to E-Verify web service has failed with the following error(s): case_creator_phone_number: Invalid value for "case_creator_phone_number", case_creator_phone_number is required."

Cause

  • With the migration of E-Verify to v30, the Submitter's Phone Number has been made required when submitting a new case to E-Verify.  

Resolution

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 necessary information below:

  • Subject: KBA 2872798 - Unable to submit E-Verify Case - Case Creator Phone Number is required - Onboarding 1.0
  • 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. 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

Unable to submit E-Verify Case, Case Creator Phone Number is required, E-Verify, v30, Everify, The request to E-Verify web service has failed, case_creator_phone_number, Invalid value for "case_creator_phone_number", case_creator_phone_number is required, Initial Verification, Submitter's Phone Number , KBA , LOD-SF-OBD-EVF , e-Verify , Problem

Product

SAP SuccessFactors Onboarding all versions