SAP Knowledge Base Article - Public

3204686 - After updating DocuSign authentication to Oauth recruiter receives an Activation Required message - Recruiting Management

Symptom

After upgrading the DocuSign authentication to Oauth the recruiter is not able to launch a new offer letter. When selecting online Offer Letter with eSignature the user is prompted with a pop up to activate the account:

"Don’t forget to check your email for a welcome message from DocuSign to activate your account. If you have a problem with your email, contact your DocuSign administrator."

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Environment

SAP SuccessFactors Recruiting Management

Reproducing the Issue

  1. Upgrade DocuSign authentication method to Oauth.
  2. Go to Recruiting and start an offer leter for an applicant.
  3. Select the offer email template and click Online Offer with eSignature.
  4. Error Message is displayed.

Cause

  • The user's DocuSign account is inactive.
  • The user's PARTNER_USERNAME in SuccessFactors is different from User ID in DocuSign.

Resolution

If you receive this error when launching an offer letter, the user is either incorrect or inactive on DocuSign. Follow these steps to fix the issue:

DocuSign:

  1. Log in to DocuSign as admin.
  2. Go to Settings.
  3. Select Users from the left navigation menu.
  4. Change the search option to 'Email' and enter the user's SF email address.
  5. Click Search.


    *If account is inactive, please follow the DocuSign FAQ page DocuSign Account activation steps and FAQ to get a new activation email from DocuSign and activate the account.

    *Assure that only one Active user is present for the user’s email id. If there are more than one active accounts, identify duplicate users which need to be closed. Using the Actions button to close those duplicate users.

  6. Open the active account.
  7. Note down the User ID xxx-xxx-xxx-xxx-xxx.


SuccessFactors:

  1. Go to Manage External User Accounts.
  2. Select Export all external accounts to export the file.
  3. In the file, filter with EXTERNAL_PARTNER_CODE = RCM_DocuSign.
  4. Check the column PARTNER_USERNAME of the username. It should be the same as the User ID in DocuSign.
  5. If the PARTNER_USERNAME is different, enter the correct User ID in the file.
  6. Go to Manage External User Accounts.
  7. Select Import External accounts to import the file.

Note: If the user has multiple accounts associated with the email address in DocuSign, they are asked to select a user.

Case 1: Duplicate user with same password for all accounts:

  • If the password for the user account is same as duplicate accounts, the screen displayed below is displayed by DocuSign from which user has to choose latest account.
  • If the user does not select the most recent account, the next time when user select "online offer with eSignature" the process returns to previous step to accept the consent for the most recent account, as the recruiting system has retrieved the information for the most recent account.

Case 2: Duplicate user with different password each account:

  • If the password for the user account is different for each duplicate account, the user has to provide the user name and password of the recent account else the system will prompt to provide the consent until most recent account user name and password is entered by the user.

How to know to identify the most recent account?

Recruiting user has to contact the DocuSign admin to find the latest account of the user from the DocuSign application.

If you still see issues, this article presents a few more troubleshooting steps to be reviewed and necessary information to log a support ticket: 3168403 - How to Troubleshoot DocuSign Authentication Replacement (1H 2022) - Recruiting Management

See Also

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

 

Keywords

DS, RCM, DocuSign, offer letter, eSignature, account, activate, create, unable, user id, username, email , KBA , LOD-SF-RCM-CAO , Candidate Offers, Offer Letters , LOD-SF-RCM , Recruiting Management , LOD-SF-RCM-CAN , General Candidate Issues (not Offers, not Profiles) , Problem

Product

SAP SuccessFactors Recruiting all versions

Attachments

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