3168403 - How to Troubleshoot DocuSign Authentication Replacement (1H 2022) - Recruiting Management

This article provides information on how to troubleshoot issues on replacing Docusign Authentication Method in Manage Recruiting Settings. DocuSign will soon deprecate the current authentication method and all SuccessFactors customers will need to migrate to the new authentication. 

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 Recruiting Management

1. Release Notes related to the Docusign Authentication Feature on What's New Viewer Guide: DocuSign Authentication Method for Recruiting Integrations is Replaced
2. Admin Center > Manage Recruiting Settings > Offer Letter > Please make sure to populate the new authentication section.

Troubleshooting Tips:

If after migrating to the New Authentication the online e-signature offer letter is not working, here are some items to review. Please note down the information for each step enumerated in the table given at the end of the KBA. Please capture screenshots or video, when possible, and please provide these data to the SAP Product Support team when opening a Support ticket.

SuccessFactors will be referred to as (SF) and Docusign will be referred to as (DS).

a. Under (SF) Admin Center > Manage Recruiting Settings > Offer Letter, verify if the User ID and API Account ID information are stored. Compare them with the (DS) User ID and API Account ID that appears within Customer Docusign account (My Apps & Keys page).

b. Verify whether the Docusign (DS) Admin User has given consent to SAP SuccessFactors Recruiting (SF). This can be done by accessing consent check links and logging in as the Admin User in Docusign and verifying that "SAP SuccessFactors Recruiting" shows under Connected Apps. 

If not, use the (SF) Grant Access link within Admin Center > Manage Recruiting Settings > Offer Letter. 

c. Verify whether the Recruiter has an active account inside Docusign (DS). In the Docusign Admin console, under User tab, search for the user using the Recruiter Email address. Use the search box on top of the page. Ensure that the User is present and Active.

Ensure that only one Active user is present with the Recruiter's email ID. If there is more than one active user with the Recruiter's email ID, identify the duplicate users that need to be closed. Using the actions button, close those duplicate users.

Also, please note down the User ID (It is an alphanumeric string in format of XXX-XXXX-XXXX-XXX).

d. Verify whether the Recruiter has given consent to SAP SuccessFactors Recruiting (SF). This can be done by accessing consent check links and logging in as the Recruiter in Docusign and verifying that "SAP SuccessFactors Recruiting" shows under Connected Apps. If the Recruiter has not given consent, then provide the consent using grant access links from documentation. 

Use these Consent check links to review consent granted in the Docusign Application:

• Docusign Demo Environment: https://account-d.docusign.com/me/appconsent
• Docusign Prod Environment: https://account.docusign.com/me/appconsent

e. If the issue persists, go to (SF) Admin Center > Manage External User Accounts and export all external accounts. Open the file, filter external_partner_code = RCM_DocuSign and username= Recruiter User ID, and verify if the partner_username (from the file) matches the userid noted down in Step C (from Docusign). If there is a mismatch with the UserId, then you can correct that by following the steps provided below:

1. Go to Admin Center > Manage External User Accounts (SF) > export all external accounts and download the latest file.
2. In the file, filter external_partner_code = RCM_DocuSign and username= Recruiter User ID.
3. Ensure the value in the partner_username column matches the User ID from within DocuSign.
4. Validate the updated file.
5. Now upload the file. Once the file is uploaded, export all external accounts again and verify that the partner_username for that user is now removed. 
6. Lastly, ask the Recruiter to create an online e-signature offer letter. 

For a consent related issues, log in to one of the following URL as a Recruiter using the same credentials used while granting the Recruiting consent. On the top right corner, click on the user icon. Verify and note down the account ID used to logged in.

• Docusign Demo Environment: https://appdemo.docusign.com
• Docusign Prod Environment: https://app.docusign.com

If upgrading the authentication method is an absolute blocker, then you can revert back to legacy authentication. Go to Manage Recruiting Settings > Remove the User ID and API Account ID and save just blank values. It will revert the instance back to legacy authentication, then the Support team can create an Engineering request.

Note: Ensure the Recruiter generating the offer letter has the same email within SuccessFactors and the DocuSign user page.

If you still face issues with the Docusign integration for Offer Letters after reviewing all these points, submit a ticket to SAP Product Support team with all the necessary information. Please see the table below with all the required information to be provided as part of the Support case:

3195204 - Unable to migrate to new DocuSign authentication method - Recruiting Management

What's New Viewer - Replacement of DocuSign Authentication Method for Recruiting Integrations

1H2022, b2205, 2205, DocuSign, Authentication, New OAuth, Issue, Recruiting Management, RCM, Creating Offer, Offer Letter, Offer Letter e-Signature, Consent , KBA , LOD-SF-RCM-CAO , Candidate Offers, Offer Letters , How To