SAP Knowledge Base Article - Public

2357611 - Unable to Update US Form I-9 After Activity Restart [Compliance] - Onboarding 1.0


Activity was restarted from Orientation Step to New Employee Step due to incorrect new hire information and the US I9 form is not updating.


SAP SuccessFactors Onboarding 1.0


US Form I-9 is already generated and signed


For Live Customer(s)

When a new hire activity is restarted from Orientation Step to New Employee Step, it is required to delete US Form I-9 at the backend due to already generated forms will not be recreated as system designed. Customer Administrators require engagement with SAP SuccessFactors Cloud Product Support to delete the form at the backend.

Kindly create a Support case in SAP for Me to have your request facilitated. In addition, follow the template when creating a ticket and provide the needed information below.

  • Subject: KBA 2357611 - Delete US Form I-9
  • Component: LOD-SF-OBD-I9

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
  1. Permission to Delete US Form I-9
    • [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.


Additional Information

  • There is no UI functionality to delete the US I-9 form of an in-progress new hire record
  • When the signed form is still present after activity was restarted, any information will not reflect after candidate sign again the forms


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