3236755 - How to check and provide mail properties for email notification related troubleshooting?

• How to check mail properties for email notification related troubleshooting?
• Guidance for mail properties checking, including sender, recipient, sf-msg-id, Message-ID.
• How should we check and provide mail properties related information to SuccessFactors Support team?
• If I notice there has SF email notification related issue, like display wrong sender in received SF email, what information should I provide to Support team?

** 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 HXM Suite

Please follow below steps for collecting mail properties information:

For Windows (Outlook):

1.Open original mail which has issue and click "message" option.

Note: If it’s forward mail, the mail properties will not include SF key message. So please make sure to open Original mail:

2. In "Internet Headers", copy all content into Notepad++:

3. These contents are mail properties of this email:

4. Find sf-msg-id and Message-ID, for example, in below screenshot:

• sf-msg-id:9eb18e08-c466-426f-9e00-74894b3d2443
• Message-ID:<43070055.4760.1660724488462.JavaMail.sfuser@ps4bsub02t.sapsf.com>

5. Save this whole content in Notepad++ as txt file and provide it to Support team for further troubleshooting.

For IOS:

1. Right click the Original email and click "View Source":

2. Copy all content into Notepad++, similar as Windows (Outlook), find sf-msg-id and Message-ID:

3. Save this whole content in Notepad++ as txt file and provide it to Support team for further troubleshooting.

• 2087739 - Single Sender and Single Recipient | How They Work and How to Set Them Up
• 2087890 - Top Reasons Why Email Notifications are Not Sent or Received. Basic Troubleshooting - HXM Suite

mail properties checking, mail sender, recipient, sf-msg-id, Message-ID, SF, SuccessFactors, notification, properties, guidance, troubleshooting, properties. , KBA , LOD-SF-PLT-NOT , Email Notifications , How To