3189298 - Application Error in Manage Pending Hires - Onboarding 1.0

Error "An application error occurred. Please try again later, or notify support (with the error information of errorId=[errorId], timestamp=[timestamp], and the version information from the current screen) if the issue keeps occurring" when Hiring Manager tries to process new hires in Manage Pending Hire in Onboarding. 

SAP SuccessFactors Onboarding

1. Login as to the instance as the Hiring Manager
2. Go to Manage Pending Hires
3. Select the Onboarding 1.0 or Onboarding 1.0 drafts from the dropdown
4. Find the affected candidate
5. Complete the hiring process
6. Error is received upon clicking 'Submit'.

Candidate is not present in Onboarding side. 

There are tree possible specific cause:

• CAUSE 1: Onboarding Activity was deleted in Onboarding
• CAUSE 2: The candidate record in MPH was copied from production due to a BizX refresh. Candidate record is not available in Onboarding as the Onboarding Account was never refreshed or refreshed but Onboarding candidate data were not retained.
• CAUSE 3: Information is already present in Employee Profile and it is being added again in Manage Pending Hire like unique constraint violated: Table(EMP_EMAIL_INFO), Index(UC_EMP_EMAIL_INFO_KEY) and Table(EMP_PHONE_INFO), Index(UC_EMP_PHONE_INFO_KEY) by Employee central validation of this email.

For Live Customers

Log a support ticket so support team can check the logs to confirm whether the cause is the same as explained above.

SOLUTION 1: If candidate's onboarding activity was deleted

1. Ask the support to check whether the activity is deleted and then restore the deleted onboarding activity and refer to 2400141 - Restoring deleted activities - Onboarding 1.0.
2. Upon successful restore, manually create the candidate's OnboardingCandidateInfo by following the steps in 2419074 - Manually Updating the OnboardingCandidateInfo Object - Onboarding 1.0.
3. Once done, try to complete the hiring process again in Manage Pending Hires for the candidate.

SOLUTION 2: If the instance refreshed and the onboarding account was not refreshed or candidate records were not copied/retained from source to destination

1. Export the sample candidate details from Onboarding production>> Manage Employees >> Import icon
2. Then, import it to Onboarding Test >> Manage Employees >> Import icon
3. Once done, try to process the candidate again in MPH.

SOLUTION 3: Check the key that has the value in already in Employee Profile. Recommend the customer to remove the value like Email and phone information and finish Manage Pending Hire process. After the hire is complete, you can add the value again in Employee profile.

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