3242226 - Troubleshooting Learning Notifications Not Being Received

When triggering notifications from the Learning system, emails are not being received. How to troubleshoot emails that are not being received?

SAP SuccessFactors Learning

There are many reasons why notifications are not received but due to the complexity of external email servers outside the control of SAP, the following steps will validate that there are no issues from an SAP standpoint. Please note that SAP Support cannot assist in troubleshooting your SMTP server configurations if the issue is deemed to stem from your end.

How to trigger specific notifications?

• There are many notifications that are part of the system. To know what notifications there are and how they are triggered, please look at the Trigger Map.
• The Trigger Map shows what notification templates there are in the system. If an Automatic Process is associated to a notification, it will be mentioned in the Trigger column. If there is no mention of an Automatic Process, then the action such as "user registers for a class" has to be completed for the notification to trigger.
• When troubleshooting a specific notification, make sure the correct action is being taken along with the template has not been nullified as mentioned in 2440341.

What are the configurations for setting up notifications in Learning?

• Please follow the guide.
• For the Application Notification [Admin/User] Email field, validate the with your IT team that your email domain ID can be used. The Learning application will spoof the email domain which can be seen as a security threat based off your SMTP server configurations.

Notifications are not received, what can be done?

1. Make sure that Email Archiving is enabled as mentioned in the guide. Later steps when running a report will require this to be enabled.
2. Find out the template that is being used in the Trigger Map and make sure to revert it back to standard configuration as mentioned in 2524356. Do initial tests with the default template to make sure that it was not due to customization that it's not being properly received.
3. Proceed to trigger the notification as mentioned in the Trigger Map.
   
   • Make sure to test with multiple notifications. If the issue is happening with all, proceed. If the issue is happening with one, validate that the template has not been nullified. If the template has not been nullified as mentioned in 2440341, continue with the steps.
4. Once the notification has been sent and the Email Frequency minutes have passed (under Mail tab in Global Application Settings), go to Reports > Email Summary Audit Report (CSV).
   
   1. If the email notification is not present, please try some other notifications. Not every single notification is captured in this report such as the recurring report job completion notification.
      
      • Make sure that email notifications are not blocked in the system Go to System Administration > Manage Email > Manage Unsent Emails > Delete Unsent Emails.
      • Make sure that the email notification template has not been cleared. As mentioned in step 2, revert the template to the out of box/standard configuration. 
   2. If the email notification is present in the report, this means that the notification was successfully sent from the application.
5. If the notification is present in the report but not received, attempt some of the following:
   
   • Change the Application Notification Admin/User Email fields in the Mail configurations to @successfactors.com domain or something that would not be blocked by your SMTP server
   • Change the user's email address that you are testing with to a public email domain service that doesn't block emails and test again.

Only specific users are not receiving notifications

• Validate that the users have an email address associated in the user record.
• If the notification is triggered from a specific Automatic Process such as the Learning Expiration Notification, go to the specific automatic process > View Errors > check if any of the errors state that there are no email address associated to the user.
  
  • For example, if one user is receiving the Learning Plan notification but another user is not it could be that the User Settings are not the same across the users and need to be propagated to all.

Only if the notifications are not sent out at all by the system and they are not in the report, should SAP Support be engaged. If they are in the report or being sent to a public email domain service, then you should contact your IT team.

Possible options for your IT team to check further are 2087468 and 2688533.

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