SAP Knowledge Base Article - Public

2437545 - Post Refresh Issue: Recruiting Management

Symptom

  • An Instance Refresh was recently performed and the email address of external candidates were copied in Target Instance
  • External candidates are receiving email notification
  • Third party integration like FADV, Docusign, eQuest,Outlook,SMS, LinkedIn are failing

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

External candidates are unexpectedly receiving invite email notification from the Target (Test) Instance and the third party integrations are failing after the refresh

Cause

  • Unless specified on the refresh request form, the Instance Refresh copies everything, including the external candidate's email address from source to target
  • The Instance Refresh form section to request to mask email addresses was not completed
  • Due to security reason the third party configurations are not copied completely

Resolution

  1. Create an Incident with SAP Support and request a query to be run to replace all email addresses within Target instance with valid but dummy e-mail address like ‘dummy@companyname.com'. Please note that "dummy@" should be an existing mailbox at the Customer side.
  2. SAP Support will then do the following:
    1. Create an internal ticket to contact SAP Operations to run a query to replace all email addresses with a dummy one
    2. Request approval from internal approvers to verify the request and your organization's IT Contact
    3. Once approved, the query will be run
  3. Always re-configure the Integration settings in the target instance after the refresh

See Also

Support Engineers: Please see internal KB 2445197

Keywords

SF SuccessFactors Post Instance Refresh issue, Candidate email address mail notification test uat, Third party integration failing , post refresh issue , KBA , LOD-SF-RCM-SYS , System Performance, Usability, Errors, Security , Problem

Product

SAP SuccessFactors HXM Suite all versions