3435128 - How to troubleshoot onboarding initiation / signature task issue - Onboarding

This KBA mainly focuses on situations where such errors can be directly resolved by Restarting Error Task, providing customers with a solution to check whether errors can be reproduced.

Common issues:

1. Candidate is missing from the Onboarding Dashboard after initiating onboarding from RCM.

2. The Compliance Task wasn't generated for the candidate, and the candidate is stuck at the Compliance Step.

SAP SuccessFactors Onboarding

Symptom 1:

1. Initiate onboarding for the candidate from RCM;
2. Search for the candidate on the Onboarding Dashboard but the candidate is not visible.

Symptom 2:

1. Initiate onboarding for the candidate;
2. Complete New Hire Data Review and Personal Data Collection step;
3. Compliance tile is not being created for candidate.

Some issues are not reproducible after restarting the task so it is highly recommended to try to restart the task from BPE first.

Troubleshooting steps:

1. Restart task to check whether the issue is still reproducible, detailed step please refer to below KBA:

• 2968902 - How to restart tasks through BPE - Onboarding

2. If the issue can be reproduced, please refer to the following common issue KBAs or raise a Support ticket.

• 3317030 - Candidate Not Visible in BPE tile or Dashboard – Onboarding
• 3008053 - Onboarding initiated from RCM but candidate didn't reach Onboarding Dashboard – Onboarding
• 3140268 - Compliance Tasks Does Not Trigger - Onboarding
• 3119144 - Compliance forms not triggered - Onboarding

What you need to provide to Support:

1. Company ID
2. Support Access
3. Impacted candidate name
4. BPE error job id

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