3101083 - Documents not triggered for candidate - Onboarding

• e-Signature step is not being triggered for the candidate.
• e-Signature is missing under the Process Tasks in Manage Data >> Process.
• e sign tile not working
• Document Flows shows '0' in the document ID of the forms
• Signature Status shows 'In Progress'
• Application error in Manage Document Template Mapping
• while trying to invoke the method com.successfactors.documentgeneration.app.MappingTokenMeta.getObjectId() of a null object loaded from local variable 'mBase'
• fingerprint=b7b61ee3c427dcf8260f6c19a15359729608bbb3

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental

SAP SuccessFactors Onboarding

1. Login as the candidate
2. Complete the Personal Data Collection Step
3. e-Signature step is not triggered and the tile is not generated.

Two possible causes:

Cause One:

• Per the Engineering Team, the cause of this issue/error shown in the logs is that the document flow got finished without creating or generating any e-signature tile.
• This happened because of the error happened on PFS side. This is a very rare error which happens sometime if we couldn't get the response from the PrintFormsServiceClient.
• Error logs will have this message: Output Parameters [{formsReadyToBeSigned=null}]

Cause Two:

• One of the candidate's form has a document uploaded with a name that a special character. e.g ".Form_Name".
• Since the form has the delimiter ".", causes the system to unable to understand the document type while saving the generated document.

Cause Three:

• Print Form Service URL is missing /odata/PDF at the end of it in Provisioning

Cause Four:

• PDF document had duplicate field names hence PDF editor added special Char  #0 and #1 to differentiate between the two keys

Resolution One: Need to restart the Onboarding Process for the candidate so the documents are retriggered and get a new response from the PrintFormsServiceClient.

1. Navigate to the Onboarding Dashboard
2. Find the affected candidate
3. Click View Details to enter the record
4. Click Actions on the Right > Restart Onboarding

Resolution Two: To resolve the issue, re-upload the document with a proper name and try the document flow again.

1. Navigate to Maintain Onboarding and Offboarding Document Templates
2. Click on the Modify Document Template pencil 
3. Remove the special char from the name of the document > Click update

Resolution three:

1. Navigate to Provisioning
2. Company Settings
3. Under Basic Authentication Credentials
4. Enter /odata/PDF at the end of the URL
   

Resolution four: To resolve the issue, re-upload the document with a proper name and try the document flow again.

1. You must download the affected PDF file
2. Edit it in PDF editor
3. Rename one of the keys
4. Ensure there are no other special characters in field names such as "_"
5. Save the form > delete the affected one in the system
6. Upload your updated form to the system
7. Application error should be gone after the changes

PrintFormsServiceClient, INC0674165, formsReadyToBeSigned, e-signature, Document Flow, Onboarding, ONB 2.0, OBX,errorId=8f9ba58c-6ea2-4390-905b-aba61cfc675c, fingerprint=b7b61ee3c427dcf8260f6c19a15359729608bbb3, null object loaded from local variable 'mBase', application error, Manage Document Template Mapping , KBA , LOD-SF-OBX-DM , Document Management , Problem