SAP Knowledge Base Article - Public

3247619 - [Onboarding] An Admin is trying to submit e-verify for a new hire but gets an error when trying to submit.


When Admin tries to submit e-verify the following error appears:
"E-verify did not receive your case information. Please try to resubmit the case or try again later by going to the E-Verify To-Do tile, find the new hire, and click Start to retrigger the E-Verify case."


SAP SuccessFactors Onboarding

Reproducing the Issue

  • Access the instance as Hiring Manager/Assignee
  • Click on "Complete E-Verify" Home Page Tile
  • Locate Candidate and click "Start"
  • Select radio button for "Yes, this photo matches"
  • Click "Submit Case"
  • Error message received  
  • Try to submit once again, before clicking on "Submit Case" button press F12 to open the Developer Tools page
  • Then click on "Submit Case" button
  • Under Network tab select $batch event
  • In Response you are going to see the following:
    Checking under the logs for this issue, please, check below: {"error":{"code":"InternalError","message":"EV_INCORRECT_STATE: The case is incorrect state","details":[{"code":"COE0019","message":"EV_INCORRECT_STATE: The case is incorrect state"},{"code":"COE0019","message":"CASE_STATUS_CONFLICT: Case is not in the correct state for this operation."}]}}


  • There was an issue on the sync of SuccessFactors and E-Verify data
  • The issue happens because DHS e-verify web service is not stable and the submit sometimes fails which results into "case is in incorrect state" error and it doesn’t allow user to submit the case again.


      • Engineering Team have identified the issue and a code fix is scheduled to be patched on the 21st of September. 
      • This will avoid such scenarios in the future.

      See Also


      KBA , LOD-SF-OBX-EVF , Everify , Known Error


      SAP SuccessFactors Onboarding 2205