3079396 - Provisioning Access email from Manage Provisioning Access is not received

• Provisioning Access email triggered by Manage Provisioning Access is not received on partner email;
• Partner is not able to access provisioning as email from Provisioning tool is not received;

SAP SuccessFactors HCM Suite

1. Login with an admin user with access to Manage Provisioning Access;
2. Go to Admin Center -> Manage Provisioning Access;
3. Click on the '+' sign on the top right;
4. Enter your partner email address;
5. Partner does not receive the email.

• The instance has Single Recipient enabled and so all emails from the instance are redirected to the Single Recipient.
• The instance has Single Sender enabled and the partner email is uses the domain @sap.com

If Single Recipient is enabled, there are two options:

Disable temporarily the Single Recipient on your instance:

1. Go to Admin Center > Manage Email Notifications
2. Uncheck the 'Enable Single Recipient' flag
3. Click on Save (after this we advise to be careful on what email you trigger on the instance)
4. Trigger the Provisioning Access email
5. Once the email is received, Single Recipient can be enabled again

Change to the Single Recipient rule to be applied only to some email domains (email domains that you know that are in use on your instance and you do not want emails sent to):

1. Go to Admin Center > Manage Email Notifications
2. Search for Single Recipient, on field add your partner email domain
3. Click on Save (after this we advise to be careful on what email you trigger on the instance)
4. Then you can trigger the Provisioning Access email
5. Once the email is received, keep this change or disable it as needed.

If Single Sender enabled and the partner email is uses the domain @sap.com

Previously, emails sent from SuccessFactors (SF) to @sap.com addresses were routed directly to the SAP mail gateway, and those emails were rejected. This rule no longer applies.

Currently, emails to @sap.com are sent over the internet like standard email traffic, based on the domain’s MX records. However, if emails to @sap.com are not delivered:

First, verify the sender domain configuration (A record, MX, SPF, DKIM, etc.). If the issue persists, create a case with the Cloud Support team. Alternatively, perform the workaround below:

 [Workaround] Disable Single Sender temporarily

1. Go to Admin Center > Manage Email Notifications
2. Uncheck the 'Enable Single Sender' flag
3. Click on Save
4. Trigger the Provisioning Access email
5. Once the email is received, you can revert the above changes

KBA 2273365 - Provisioning Access for Partners | How to request, revoke, unlock and access to what it provides

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