SAP Knowledge Base Article - Public

2679686 - Hires and Users are not Receiving E-Mail Notifications - Onboarding 1.0

Symptom

  • New Hires are not Receiving E-Mail Notifications
  • Internal users are not Receiving E-Mail Notifications

Environment

SAP SuccessFactors Onboarding 1.0

Cause

This problem may have different root causes such as:

  • Incorrect Hire's/Candidate E-Mail
  • No email address associated to the user in Security > Users
  • No recipient configured in the notification settings
  • SAP SuccessFactors Known Downtime
  • Customer IT System Blocking SAP SuccessFactors Onboarding E-Mail
  • MailSendingDisabled if it is set to true

Resolution

For Live Customer(s)

(1) Incorrect Hire's/Candidate E-Mail

 Kindly check the junk or spam folders; ensure that no incorrect spelling in the e-mail address; there is still space to save the incoming messages.

(2) No email address associated to the user in Security > Users

 Kindly check the user email if this has been updated and this is not blank.

(3) No recipient configured in the notification settings

 Kindly check the notification recipient configuration.

(4) SAP SuccessFactors Known Downtime

 Confirm if there is a downtime happened at the time hire/user reported that email was not received.

(5) Customer IT System Blocking SAP SuccessFactors Onboarding E-Mail

 Kindly check with your IT team if e-mail coming from SuccessFactors is being blocked and if your hires and users are unable to receive e-mails within 2 - 12 hours, contact SAP support.

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. Support team will conduct an extensive investigation to find out the cause of the issue, such task will need to have 2 – 48 hours to finish. Our team will inform you if there is need to examine further.

  • Subject: KBA 2679686 - Hires and Users are not Receiving E-Mail Notifications
  • Component: LOD-SF-OBD-EML

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
    • [Insert affected hire/candidate's e-mail]
    • [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.

For Implementation Partner(s) and Consultant(s)

(6) MailSendingDisabled if it is set to true

  1. Navigate to SAP SuccessFactors Onboarding back-end > Select Target Account > Account Options
  2. Find the option MailSendingDisabled 
  3. E-Mails will not be sent if value is equals to True/true
  4. Change it to False/false to enable Mail Sending

See above self-diagnosis and if all fails, contact SAP support with template provided here in this KBA.

For SAP SuccessFactors Cloud Product Support

Please use the instruction manual on how to proceed, in the internal note.

See Also

2088892 - How to Grant Support Access to SuccessFactors Support Staff

Keywords

Onboarding, 1.0, OBD, Domain, Email, Send, Sent, Message, Notification, Sending, Not, Receiving, Recipient, Onb , KBA , LOD-SF-OBD-EML , Emails and Notifications , LOD-SF-OBD , Onboarding , Problem

Product

SAP SuccessFactors Onboarding all versions