3023735 - Initial Reset Password Link is redirecting to SSO/Login Page - Onboarding

Password reset link is getting redirected to SSO despite clicking on the link for the first time and not having reset their password in the past.

SAP SuccessFactors Onboarding

1. Go to Email Services
2. Filter "(ONB) External User Welcome Message Template" Templates
3. Click on the hyperlink which is redirecting the external candidate to reset password page ([[PasswordResetUrl]] - Token) 
4. You will be redirected to the SSO or Login Page

There are two possible causes for this issue:

• Cause 1: The candidate is unable to reset the password because of the Password Reset Link Expiry setting.
• Cause 2: Using the same link from the Welcome Message will not work if candidate have previously reset their password.

Resolution 1:

To increase the Reset Password Link Expiration days. Kindly follow the below mentioned steps:

1. Go to Admin Centre > Password & Login Policy Settings
2. Find “Set Welcome Password and Reset Password link expiration (in days)” and increase the number of days in the dialog box
3. Click on Set Password and Login Policy

Resolution 2:

1. Candidate may instead click on the hyperlink (e.g. Click here to log on to the Onboarding Home page) from the Welcome Message, similar to https://performancemanager4.successfactors.com/login?company=xxxxxx&username=xxxxxx%40xxxxxxmail.com&pm_product_name=ONB
2. Click on Forgot Password? button
3. Type in their Username
4. Click on Reset Password
5. Candidate will then be prompted to check their account email associated for a link to reset the password

PLEASE NOTE: The Login URL sent from Onboarding Welcome Email is uniquely created for each candidate. There are times that the browser will still find the normal login URL, and this is because of the Web Browsers (Edge,Chrome,Mozilla,etc..) caching/history.

If the candidate is unable to login using the onboarding url, one should make sure that the below steps are maintained or followed:

1. Make sure that the onboardees login url has "ONB" in it (see Resolution 2: no.1)
2. Do a clear cache/history
3. Use Incognito/Safety mode
4. Could also use the Nudge email sent to complete pending task as it also uses the same unique URL created for the candidate.

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