2908711 - Welcome Message Email Not Triggered for New Hires - Onboarding

The Welcome Message email is not triggered or not received after onboarding is initiated. Common scenarios include:

• No record appears in the Email Status log after onboarding initiation.
• The Welcome Message template exists but the email is never sent to the new hire.
• The email is not sent after the New Hire Data Review step is completed.
• Rehire or external candidates do not receive the welcome email.

SAP SuccessFactors Onboarding

1. Initiate onboarding for a candidate.
2. Complete the New Hire Data Review step as the Hiring Manager.
3. Navigate to Admin Center > Onboarding > Email Status.
4. Search for the Welcome Message entry for the candidate. Observe that no record is found or the status shows a failure.

Cause 1: The Welcome Message email template is inactive in Email Services.

Cause 2: The email address configured for the new hire is invalid or not associated with an active user account.

Cause 3: The New Hire Data Review step has not been completed, which is the trigger for the email.

Cause 4: Single Recipient is enabled in Manage Email Notifications, which restricts delivery to only that one address.

Scenario 1: Template inactive

1. Navigate to Admin Center > Onboarding > Email Services.
2. Locate the "(ONB) External User Welcome Message Template" and confirm its status is Active. If inactive, enable it and save.

Scenario 2: Invalid or missing email address

1. Navigate to Admin Center > Manage Users and search for the new hire.
2. Confirm a valid and active email address is configured on the account.
3. Correct the address if needed and re-trigger onboarding.

Scenario 3: Data Review step not completed

1. Navigate to Admin Center > Manage Data, select Process, and search by the candidate Onboarding Process ID.
2. Confirm the New Hire Data Review task status is Completed. If not, the Hiring Manager must complete it before the email triggers.

Scenario 4: Single Recipient enabled

1. Navigate to Admin Center > Manage Email Notifications.
2. Locate the Enable Single Recipient setting and confirm it is disabled. If enabled, disable it and save.

Email Triggers in Onboarding | SAP Help Portal

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