SAP Knowledge Base Article - Public

2723745 - Problem (Issue) - E-Mail Notification Stuck in Sending Status on Mail Queue Due to Attachment Missing in Server - Onboarding [Notifications]


Upon checking the Mail Queue in Onboarding > Settings, Notifications are stuck in Sending status.


SAP SuccessFactors Onboarding 1.0

Reproducing the Issue

  1. Navigate to SAP SuccessFactors HCM > Onboarding > Settings > Mail Queue
  2. Rows of notifications are under sending status


The image attached to the Notification template's body is corrupted.


For Live Customer(s), Implementation Partner(s), and Consultant(s)

Please reach out to SAP SuccessFactors Cloud Product Support in SAP for Me via SAP Expert Chat or Support case to confirm if the attachment is corrupted. Please follow the template below when creating an case and provide the needed information below.

  • Subject: KBA 2723745 - E-Mail Notification Stuck in Sending Status on Mail Queue 
  • Component: LOD-SF-OBD-EML

Problem Description:

  1. BizX Company ID 
    • [Insert Affected Instance]
  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 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 SAP SuccessFactors Cloud Product Support

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

See Also

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SAP SuccessFactors Onboarding all versions