3091148 - Candidate Is Not Visible in Onboarding Dashboard - Main KBA - Onboarding

Candidates are successfully initiated into Onboarding (from Recruiting, Add New Hire, or API), but do not appear in the Onboarding Dashboard, even though records may exist in backend tools such as Manage Data > Process Trigger or BPE Monitor.

SAP SuccessFactors Onboarding

1. Initiate onboarding for a candidate from Recruiting, Add New Hire, or API.
2. Initiation completes successfully without errors.
3. Navigate to the Onboarding Dashboard.
4. The candidate does not appear.

• Cause 1: No Service User is selected in Update Process Flows for Onboarding and Offboarding.
• Cause 2: A candidate was initiated via API with a missing mandatory field (for example, Manager).
• Cause 3: Candidates Archived After Hire
• Cause 4: The username (email address) already exists in the system.
• Cause 5: The National ID format sent from Recruiting does not match the format configured in Manage Business Configuration (nationalIdCard_XXX).Error: “Country/Region Specific XML file does not have format defined for national ID type National Identity Card Number…” 
  
• Cause 6: Rehire with New Employment – Unique ID Not Generated 

1. User selected as Rehire with New Employment.
2. Candidate disappears from the Onboarding Dashboard.
3. Backend error: ECT_HRIS_NEXT_EMPID_NO_UNIQUE_NUMBER.

• Cause 7: Multiple Data or Configuration Issues During Hiring from Recruiting
  • Invalid username/email (unsupported special characters).
  • Phone number not passed from Recruiting.
  • Candidate is stuck in Rehire Verification.
  • Mandatory onboarding data missing.
  • Hiring manager is not a valid user.

• Resolution 1:

1. Navigate to Update Process Flows for Onboarding and Offboarding.
2. Assign a Service User.
3. Ensure OnboardingBPEServiceUser is configured correctly.
4. Save the changes.

• Resolution 2:
  

1. Identify which mandatory field is missing by replicating the issue.
2. Use browser Inspect Elements to determine the missing field.
3. Update the mandatory information for the candidate.

Important:
When candidates are initiated via API, all mandatory fields must be provided. Missing mandatory fields can prevent the dashboard from displaying candidates, including valid ones.

• Resolution 3:

1. Candidates are already hired and removed from the dashboard by the archive rule.
2. No action required.
3. This is expected behavior due to the archiving process via business rule. 

• Resolution 4: 

Identify Existing User

1. Go to Data Inspector > USERS_SYSINFO and search by username
   OR
2. Go to Data Inspector > USER_ACCOUNT and search by Username.
3. Try both uppercase and lowercase values.

Validate Existing User

1. Copy the Person ID External value.
2. Search in USERS_SYSINFO using User Sys ID.
3. Confirm the user is active (Valid = t).

Correct the Issue

• Option 1: Update the primary email on the Recruiting side and re-initiate onboarding.
• Option 2: Update the username of the existing user in Manage Login Accounts, then restart the failed task in Manage Process Tasks.
• Option 3: If the username cannot be changed, create a new candidate in Recruiting using a unique email and initiate onboarding again.

Note:
Updating the email in the UI does not resolve the issue, as onboarding always uses the primary email.
If the same candidate must proceed, follow KBA 3423305 to request a script.

• Resolution 5:

1. Use Suite Integration Tool to verify the National ID value sent from Recruiting.
2. Navigate to Manage Business Configuration.
3. Verify the National Identity Card Number format.
4. Update the format if required (for example, allow hyphens).
5. Alternatively, adjust the Recruiting mapping to send the value in the expected format.

• Resolution 6:

1. Navigate to Manage Process Tasks.
2. Filter using the Job ID that entered exception.
3. Open the task and select Restart Task.

Result:
The system retries ID generation and the candidate appears in the dashboard.

• Resolution 7:
  • Invalid Username:
    Use only supported characters: a–z, A–Z, 0–9, -, _, ., @.
  • Missing Phone Number:
    Verify RCM mapping for PHONE_NUMBER, then restart the task in Manage Process Tasks.
  • Rehire Verification:
    Proxy as Rehire Coordinator and complete the rehire verification step.
  • Missing Mandatory Data:
    Run the Check Tool (KBA 3384146) and fix missing mappings in Recruit to Hire Data Mapping.
  • Invalid Hiring Manager:
    Assign a valid hiring manager in Recruiting and restart the onboarding process.

3384146 - Quality check in check tool - Onboarding

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