3189179 - DocuSign Error When Using All DocuSign User Seats - Recruiting Management

When the user seats limit is reached (e.g., five of five), anytime a new eSignature Offer Letter is generated, the user will receive the following error: ""The company eSignature account limit has been reached.  Please contact your administrator to send offer letters for eSignature.".

NOTE: The described error message can be originated from multiple causes. The cause and resolution described in this KBA apply only to the cause below. Make sure to validate it before applying the proposed resolution.

• SAP SuccessFactors Recruiting Management
• DocuSign

In the current Product version, when the user is generating a new eSignature Offer Letter, SuccessFactors invokes a Create User API from DocuSign. DocuSign internally will check if the user requesting the Offer Letter exists and if yes, returns the existing User Info, otherwise, this API will create a new DocuSign User account, also returning this newly created User Info.

This is the standard process and the DocuSign generates the envelope as expected.

The issue occurs when all user seats are used and this API is triggered but before checking if the user generating the Offer Letter exists or not in DocuSign, this API also checks if the limit has been reached and returns the error in SuccessFactors. This flow is not correct as the API should be validating first if the user exists or not. Only if the limit is reached and there's a request to create a new user, the error should return.

This behavior has already been addressed to Software Engineering.

The integration between SuccessFactors and DocuSign will be enhanced within the H1 2022 (2205) release and this behavior should no longer occur.

More details about the new DocuSign Integration Using OAuth 2.0, please refer to the following Community Post - DocuSign Integration Using OAuth 2.0 Starting First Half 2022 - Innovation Alert

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