3554962 - Deactivated email template is still sending - Onboarding

Despite the deactivation of the original/pre-configured email template, it continues to be sent out instead of the newly created and activated template

SAP SuccessFactors Onboarding

1. Add a new hire to onboarding using an email address.
2. Complete new hire data review to trigger the External User Welcome Template.
3. Observe that the deactivated External User Welcome Template is still being sent out

This applies as well to other email templates

Cause 1: Customer may have overlooked that the suppose deactivated email is still active from Email Services > Active Templates

Cause 2: Other templates on a different name are still being used with the same trigger condition of the supposed disabled email template that confuses the customer stating that the email is still being sent out

Cause 3: Timing of disabling the email template from the emails still being sent

Cause 4:  Language added from the email content is not correctly configured

Solution 1: Confirm that the email template is deactivated already. You can check as well from Manage Data > EmailTemplate > set enabled to No

Solution 2: From Email Services > Email Status > filter using the affected trigger condition of the email template > randomly cross check activity ids > ensure that there are no other templates being used by the same trigger condition

Solution 3: You can cross check the time and day the affected emails sent from the time it was disabled where you can see from the Manage Data > EmailTemplate > Scroll at bottom and there's a timestamp there. 

Solution 4: The email will be triggered based on the languages you have added. Make sure that all the locales are updated with the email content. This can be done within Email Services itself. 

Note:

If customer is using a custom template, it will be necessary always to deploy xml by performing Update Process Flows for Onboarding and Offboarding and performing odata refresh

obx, onboarding, email templates, email still triggering, emails sent , KBA , LOD-SF-OBX-EML , Notifications , Problem