2078700 - Top Performance Form Routing Issues

• Forms did not move
• Forms moved to a wrong user or step
• Form is stuck with the wrong person
• Form is stuck with System System or v4admin

Note: If your issues apply specifically to Manager Transfers in document routing, please refer to 2144428.

SAP SuccessFactors Performance Management

1. Auto-Schedule Forms Not Moving
• If using Scheduled Mass Create Forms, see 2088160.
2. Unplanned Alternate Route User Step Added - U Step
   1. This function exists to prevent forms routing to an inactive or invalid user based on your defined rules. At the time a form is routed, our system evaluates your route map to identify the people and roles involved. The built-in logic detects if someone set to get a form is inactive or invalid.
   2. The system is designed to insert a new step and route the form to the last step with a valid user. This step is called an Alternate Route User Step. Information on this type of step and the problems it can introduce are in 2077339.
   3. Solution: This can only be resolved by manual intervention since these forms now have a different route map than when launched. Admins can route forms using Modify Form Route Map.
3. Invalid Values in Matrix Manager, Custom Manager or Second Manager Columns
   1. Behavior: Random and ongoing failures. Can result in large numbers of forms not moving as expected in any predictable logic. This is preventable by ensuring only valid usernames exist in these columns.
   2. C Steps (Collaborative Steps): Customers often have a C Step as the first step, and this is often where the form gets stuck if there's an invalid manager value in one of the manager columns. When reviewing the route map, it says the manager has successfully updated in future steps, but the form has not moved and is stuck in the C Step.
   3. Correct and accurate values should be maintained in the MANAGER, MATRIX_MANAGER, and CUSTOM_MANAGER columns. If you are not updating these columns and have usernames of invalid users, this will cause failures and forms will not move for those records. If multiple people have the same invalid matrix or custom manager username in these columns, large groups could be impacted.
4. Planned U Step
   1. Behavior: Only forms in the U step are affected.
   2. If a U step was built into your route map, ensure the username you added in that step is correct and valid.
   3. If your template has this option enabled, this may have added a new manager as mentioned in 2077194.
   4. Solution: Use Modify Form Route Map to correct the username to a valid user.
5. Manager Changes
   1. Behavior: Only forms with manager roles are affected, and it is always at the step specific to the manager.
   2. If your issues apply specifically to Manager Transfers or a manager step, reference 2144428.
6. Invalid or Inactive User
   1. Behavior: Random failures. Impossible to define a logical cause since this is a data issue. 
   2. Examples of Invalid/Inactive Users:
   • If an employee is set as ACTIVE, but the manager is set as INACTIVE. The employee cannot log into the system and the system will skip them in the route map.
   • In RBP, if a user does not have the User Login permission, the user will be skipped in the route map. Reference 2410089.
   3. Prevention: Ensure all data changes are done in the correct order, and users in a route map are set as ACTIVE at the time of transfer.
7. Failed to make user employee changes in correct order
1. Behavior: Random and ongoing failures. Can result in large numbers of forms not moving as expected in any predictable logic
2. When making incorrect data changes, forms can get stuck with an old user that shows as System. This is mentioned in 2087907.
• Note: Results are relative to the state of users in the system when a form transfer is triggered.
3. Solution: Use Modify Form Route Map to manually move the form.
8. Form in Get Feedback Status
1. Behavior: Random failures. It's impossible to predict who will have a form in the Get Feedback status at the time of a manager change. Not preventable when using this feature.
2. If a form is in the Get Feedback step with a person outside of the standard routing map, the document will remain with that person and NOT transfer.
3. Solution: Identify the form owner and ask them to send the form on. Only then can the previous user send the form on to the next step.
9. Conflicting logic in Field & Route Map Rules
• Behavior: Random unpredictable failures. You cannot control who the form owner is at the time of the transfer, yet there are specific rules at each step for who can do what. Manager change rules may conflict with route map rules. The logic that wins causes the form to stay with current person.
10. RBP Refresh Framework is Not Enabled
1. When jobs fail and are not reprocessed, the Document Transfer tool cannot execute its job. To determine if forms are stuck, run the Check Tool and apply a Quick Fix to route the forms
2. Review RBP Refresh Framework questions in 2766870.
11. Form Locked at Time of Transfer
1. If a form is open and being edited at the time of transfer, the form will be skipped. We have no tools or ways to show if a form was locked at the time.
2. Forms with C steps can remain locked for up to 2 hours if a user does not Close & Save the form to release it. Also see 2078098.
3. Consider the following questions when deciding to transfer forms:
• Is an admin performing changes at a time when others are likely to be in the system?
• Can you perform your changes to later at night?
12. Form Restored and Sent back From Signature or Rejected (Does not apply if the Reject button is not enabled in the workflow)
• A form can be stuck with an invalid user when routing a form backwards:
1. A form is Completed or in Signature when sent backwards
2. The recipient may not want the form and clicks the Reject button
3. The Reject action sends the form to the previous step with someone who has since been set as INACTIVE so the form becomes stuck
13. Form Template Public Flag
1. Form Template Settings > Ensure the Template Flag is set to Public
2. Private forms remain with the original manager and will not be transferred with any Public forms.
3. Required fields are applied only for a role if the form is in their Inbox. If a form is not in the Inbox of the role required to provide those details, enforcement rules will not apply which keeps a form stuck.
14. The document routing email notification title exceeds the length limitation
1. The limitation for email titles is 200 bytes.
2. If an email notification title exceeds 200 bytes, the 900-001-6 error will appear when routing the form
15. Step names change for some of the forms when mass routing a group of Performance Forms

• When using the Batch Change in Modify Form route map tool, ‌if forms within a same batch group contain differing route steps‌, the system enforces a ‌uniform configuration‌ of the route steps before allowing modifications due to this ensures that changes are applied to all forms
1. The system will ‌only process the batch‌ after all forms in the group have been standardized to identical route steps.
2. It displays only the route steps common to all forms‌ in the selected group during configuration on Modify Form route map tool.
3. Upon any changes are applied, ‌divergent step names are automatically overwritten‌ with the unified/common step name applied to the entire the same form group. 

Rocking a Form/Moving the Form

If a form is not with the correct person, use Route Form to route it back 1 step. This causes the system to re-evaluate employee data, new managers, route steps, and roles. The form will be refreshed to reflect the current state of all these variables so you can move the form where you need it. You can follow the steps in Implementing and Managing Performance Management - Routing an Individual Form.

This is the best, safest, and fastest option for admins to manage these exceptions. Support does not have an option to do this automatically.

Optimize Your Setup

If your process causes too many forms to fail to move, consider changes to how you use Manager Transfer. You can also adjust form templates and user imports to ensure they have optimal settings.

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