2693402 - E-Signature fails with Error: "The user name and/or the electronic signature you entered are not correct"

Error: "The user name and/or the electronic signature you entered are not correct." when using E-Signature.

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SAP SuccessFactors Learning

1. Log in via SuccessFactors HXM Suite >
2. Go to Learning Administration >
3. Go to Manage User Learning > Add Learning History tool > proceed through the steps until the very end >
4. When E-Signature is requested, input the Admin ID and PIN combination >
5. When saving the changes, the error happens

The best practice is for the following data to be the same:

• BizX/HXM User ID
• BizXHXM User Name
• Learning User ID
• Learning Admin ID

While this is best practice, it is still possible to have different IDs compared to Username. As long as E-Signature is being utilized while logged in via BizX/HXM, make sure users are using their BizX/HXM Username rather than ID. Users should be utilizing the appropriate PIN depending if the E-Signature is being done on the user or admin tool.

Reason: E-Signature verification in LMS invokes a BizX/HXM API to authenticate the admin credentials. The system will try to match BizX/HXM Username and the BizX user ID with the Learning Admin ID. If they are not the same, the "The user name and/or the electronic signature you entered are not correct" error message is presented.

Possible Option: Create a new user account in BizX/HXM that has the same user ID/Username as well as in Learning. The Merge Users tool can be used to make sure Learning data is transferred between accounts

IMPORTANT: It has been confirmed by Product Management that the Learning Admin ID needs to match the BizX/HXM User ID and Username. When using the same username / user ID / admin ID across SF, there should be no issue while using the E-signature feature.

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