3398956 - [Onboarding] Candidates Document Flow is not updated in the dashboard despite completion of signature via DocuSign

In several cases when candidates Signature Status is not successfully updated in Manage DocuSign Envelope Page, customers tend to click on "Refresh Envelope Status" to update the signature status of the candidate via DocuSign Connect Configuration. However, it is observed that despite this refresh, the candidates status remains "Documents Downloaded" rather than updating to "Signed" Status.

SAP SuccessFactors Onboarding

• Refresh Envelope Status" option from "Manage DocuSign Envelopes" page is used as a workaround in case of issues with automatic status update from the DocuSign connect configuration.
• On several occasions, while applying this workaround, it is observed that customers confuse "Retry DMS Upload" button with "Refresh Envelope Status" button and this caused envelope MDF object to be updated with DOCUMENTS_DOWNLOADED state.
• In such cases, BPE service task to fetch the documents from DocuSign fails since expected state of envelope is SIGNED and the new hire get stuck at signature step.
• This is a Known Issue. Engineering Team are working on a fix for the same

Permanent Fix:

• The fix for this issue is planned to be deployed on 1H 2024 release (b2405).
• For release timelines, please review SAP SuccessFactors Product Release & Road Map Information.

Workaround:

To proceed further for impacted newhire, please follow below steps.

1. Navigate to manage data page and select DocuSignEnvelope entity.
2. Filter the object using external codes for the candidates. The external code can be obtained from "Developer Tools -> Network tab" from the browser on "Manage DocuSign Envelopes" page.
3. Edit the object and update the status from DOCUMENTS_DOWNLOADED to SIGNED.
4. Navigate to "BPE: Manage Process tasks" page and select the failed process task for newhire based on document flow process instance ID.
5. Once failed process task is selected, click on trigger task button on bottom right. The task should succeed and candidates signature task will be completed.

• Reference KBA on how to restart the task via Manage Process Task:  https://me.sap.com/notes/2968902/E
• SAP SuccessFactors Product Release & Road Map Information
• SAP SuccessFactors Patches Knowledge Base
• KB Article 2171560 - How to be notified of new or updated SAP Notes or KBAs