SAP Knowledge Base Article - Public

3228120 - Email Services Main KBA - Onboarding


Onboarding Email Services Main KBA



SAP SuccessFactors Onboarding


Configuration Steps

Email notifications are an integral part of the onboarding process that help channel vital information to onboarding participants, for reference or action or both.

Accessing the Email Services
Email Services provide all the resources you need to setup and manage an effective notification process in your system.
Preconfigured Email Templates in Onboarding
Email Templates are preformatted files that serve as a starting point in the process of creating email notifications.
Business Rules in Email Services
You can create business rules to setup conditions for filtering the right notification.
Configuring Specific Document Types as Email Attachments
As an alternative to setting up business rules for email attachments, you can configure only specific document types to be shared with new hires and other stakeholders in the onboarding process.
Managing Email Templates
You can perform various operations to manage your email templates that include adding, editing, reusing, copying or deleting email templates.
Using Email Status
Email Status is a part of Email Services in Onboarding, which contains a historic list of emails sent out by the system.
Configuring Email Triggers
You can configure an email trigger to determine when to send email notifications.
Configuring Email Categories
You can configure email categories to represent email template groups and build email attributes, such as recipient and content.
Unsubscribing from Email Notifications
If you no longer wish to receive onboarding related emails, you can choose to unsubscribe the notifications.
Troubleshooting Steps
  • Onboarding e-mails not triggering for specific new hire
Resolution:- To get the root cause of the issue you need to check the backend logs. Kindly refer the class file name in Internal Memo which needs to be used to get the Splunk logs. This issue is observed mostly because of the below reasons-
  • Multiple email templates might be triggering for the same trigger and email of the recipient(mostly manager) is not maintained in the Employee File for them. Make sure valid emails are maintained in the Employee Profile of all the recipients for all the templates.
  • Multiple email templates might be triggering for the same trigger and email of the recipient(mostly manager) is unsubscribed. For the manager of the new hire, the Email Notifications are not enabled/unsubscribed under Change User Email Notifications setting. There might be a case where multiple active profiles for the new hire's manager exists in the system and for all of them same email ID is maintained. For one of the profile the emails are unsubscribed in this setting which could cause this issue. 

  • Welcome Message Email Not Triggered to any of the New Hires

Resolution:- Check the initial configurations from Onboarding end as per the below KBA-

The issue observed mostly is that the Onboarding emails are not being sent to a particular domain or due to spoofing. Kindly create an internal ticket to Platform team for DKIM and SPF configuration details as mentioned in the below KBA-

NOTE: Component to be used for this issue LOD-SF-PLT-NOT to be reported to SAP Support

  • Need emails to be sent post Personal Data Collection or at trigger points other than the standard email templates available.

Resolution:- Custom Triggers and Custom Categories are not supported in Onboarding Emails

  • Restart Reason needs to be sent in the Restart email template

Resolution:- Custom tokens are not supported in Onboarding Emails and only the pre-delivered tokens can be included in emails.

  • Password reset link is getting redirected to SSO despite clicking on the link for the first time and not having reset their password in the past.
Resolution:- Kindly refer the below KBA for different causes and resolution for this issue-
  • Reminder emails triggering even after new hire completed Personal Data Collection and Additional Data Collection steps
Resolution:- This is a known issue in the system and Engineering Team is working on to fix the same. Kindly refer to internal memo for JIRA number and timeline for the fix.
  • Username is no longer populating Username Field automatically when using login URL

Resolution:- Username is not available in Login page by default post 1H 2022 release. Please refer the below KBA for this information-

  • Email Services is Missing in Admin center or Not loading

Resolution:- Incorrect configuration and missing permissions-

  • Change in email id during NHDR / PDC step, reset password email is sent to old email id whereas Onboarding emails are sent to new email id

Resolution:- Data entered by candidate or manager during PDC and NHDR steps would be stored in Employee tables(EC) and once the candidate is converted to internal user on the start date the email information(and other related information) would be stored in User Sys info table.

Onboarding emails(welcome message , meeting emails ) are sent to email stored in EC tables, Reset password(Platform emails) are  sent to email stored in User Sys info table.  To sync this information to User Sys info table - "HRIS sync mapping" has to be added. 

 Steps to add HRIS sync mapping:-

  1. Open Manage Business Configuration
  2. Under Employee Central select HRIS Sync Mappings
  3. Add Hris element - email information (Refer attachment - HRIS sync mapping- email.jpg )
  4. From Provisioning execute "HRIS sync job" - this is required for previously alerted data to be synced

Note : Any changes done after mapping, would automatically get updated in the User Sys info table 

 IMPORTANT POINT : When HRIS sync mapping is added and if candidate or manager adds Business email in the system along with Personal email, in this case always Business email is given precedence. Business email would be stored in User Sys info table

 RECOMMENDATION : When mapping is added, Business email should always be given during MPH step and not in NHDR or PDC steps

  • Welcome email is not being sent to any of the new hires. Tried to resend the email to personal ID but still didn't receive the email

This is a configuration issue in Provisioning-->Company Setting, the Single Recipient checkbox is checked. Kindly uncheck this box for the emails to be not sent to one specific recipient configured. Refer below KBAs for information on Single Recipient and Single sender-

  • Welcome email is not being sent to a specific domain. For example: When cc'ing an internal email address on the notification, we have received it. When cc'ing an external email as a test, we did not receive email

Please verify the config as per the KBA:

@Support Team - Please check the logs in internal memo and move the case to PLT team accordingly. 


See Also


3045327 - [1H 2021] Impact of Primary Assignment on User Login - Platform

2612462 - How to Add/Change the Foot Logo on a SuccessFactors Email Notification

2908711 - Welcome Message Email Not Triggered to New Hire's - Onboarding

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

3193565 - Email with Dynamic Group Recipient Builder is not triggered or sent to wrong users randomly

3023735 - Initial Reset Password Link is redirecting to SSO/Login Page - Onboarding 2.0

3148364 - [Onboarding] Static Attachment included in email template is not triggered successfully

3219050 - Email Notifications not getting the CC Participent - Onboarding

2089448 - Successfactors Datacenter Name, Location, Production Login URL, Production Domain Name, External mail Server details and External mail Server IPs

3199298 - Username No Longer Prefilled on Login UI - Platform

3219748 - [Onboarding/Offboarding] Email Services page not loading

Implementation Guide Link:



Email Services, e-mails, E-Mails, Email status, Categories, triggers, links, URL , KBA , LOD-SF-OBX-EML , Notifications , How To


SAP SuccessFactors Onboarding all versions