3198111 - Delayed or no Recruiting Emails received - Recruiting Management

This article describes the reasons why a recruiting email is delayed or not received by the recipient. 

"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

a. In general, if an email is delayed or not received by a user, we can assume it was because it was marked as spam or rejected by the destination server.

For any Recruiting email (or any SuccessFactors email), the destination server (e.g., Google, Yahoo) typically checks the IP address of the source server (where the mail originated, e.g., SuccessFactors) and verifies whether the sending server's IP address is in the list of IP addresses of the domain's (@company.com) SPF record (Sender Policy Framework record). 

If the SuccessFactors IP address is not in the SPF record of the company domain, the destination server will think that the sending server (i.e., SuccessFactors) is spoofing the email and will mark it as spam. 

b. The general recommendation we have is to add the IP address of your SuccessFactors Data Center in your domain SPF record (@company.com) so that when an email with your domain (@company.com) is sent out from SuccessFactors, it will not be marked as spam.

Please see specific IP addresses per Data Center in KBA 2087468.
 
c. How does the destination server know which domain (@company.com) to check? 

• For user-triggered emails like offer letter and interview, the sender (From: field) is set to the user triggering it so the email address would be user@company.com and the domain is your company domain (company.com).
• For recruiting system notifications or general emails like password resets, the system checks the 2 settings in Admin Center > Recruiting Management Settings. 

• • Manage Recruiting Settings > Company Contact Information > Candidate Response Email > *****@company.com.
  • Manage Recruiting Settings > Return Email Address Information > Make return email address editable in 'Email Candidate' > Return address for system-generated emails to candidates > *****@company.com.

Note: If your emails in these 2 fields are set to dummy email with SuccessFactors domain e.g., dummy@successfactors.com, you do not need to add the SuccessFactors IP addresses to your SPF record since the domain that the destination server will check is 'successfactors.com.' 
 
d. Another factor that could cause a delay for your emails, if they are disqualification emails, are the settings in Admin Center > Manage Recruiting Settings >  Delay Emails to Disqualified Candidates (in hours).

If this is enabled, make sure that this is configured correctly and the job owner is an active user.

2087468 - Emails Blocked or Not Delivered Due to Spam Filters, Spoofing, Bombing (mass mail), IP Address Allow lists

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