SAP Knowledge Base Article - Public

2824583 - Onboarded in the US didn't go through I9 panels - Onboarding 1.0


  • Employee did not go through I9 process
  • No I-9 document has populated for the candidate
  • In Superadmin, candidate is showing the wrong DivCountry value


SAP SuccessFactors Onboarding 1.0


Incorrect corporate structure mapping, as a result the wrong DivCountry value is displayed for the candidate.


For Customers

  • Open a support ticket
  • Subject: KBA 2824583 - Onboarded in the US didn't go through I9 panels - Onboarding 1.0
  • Component: LOD-SF-OBD-I9

Problem Description:

  1. BizX Company ID 
  • [Insert affected instance]
  1. Affected Candidate Name
  • [Insert Candidate's Name]
  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 Partners, Consultants, or Support:

  1. Go to SuperAdmin (Onboarding backend)
  2. Check what value is displayed under 'DivCountry' key for the candidate.
  3. Then, check which Corporate Structure Level is used in Form I-9 Company Level.
  4. Get the 'Data Key for Level Code' and search it in the candidate's HRData record.
  5. Copy the value and check what country is displayed for the corresponding level in Onboarding > Reference Files > Corporate Structure.
  6. If the Country is configured other than UNITED STATES OF AMERICA (e.g. UNITED KINGDOM), then this must be changed to UNITED STATES OF AMERICA since I9 only applies for the US.


ONB 1.0, OBD, corporate structure, DivCountry, repeated, wrong, key, I9, US I9, I9 Panels, DivCode , KBA , LOD-SF-OBD-I9 , I9 Issues and requests for Onboarding , LOD-SF-OBD , Onboarding , Problem


SAP SuccessFactors Onboarding all versions