SAP Knowledge Base Article - Public

3561040 - Unable to move E-Verify case forward in case of DUPLICATE - Onboarding

Symptom

  • Unable to create E-Verify case manually for the hired user.
  • The customer is receiving a duplicate case issue and cannot move forward even after cancelling the case. 

Environment

SAP SuccessFactors Onboarding

Reproducing the Issue

  1. Closed the TNC due to incorrect data
  2. Updated Drivers License number via Manage Data/Compliance Data
  3. Create Manual E-Verify case
  4. The page displays DUPLICATE and the submission cannot continue.
  5. Clicking on the "cancel E-Verify process" button shows that the cancel was successful. However, the activity don't get closed due to error in log "Everify Case needs to be in 'CLOSED' state for successful deletion"
  6. Although when the customer re-create the E-Verify case manually, the page showing this DUPLICATE still exists. And the screen doesn't offer no action beside "cancel E-Verify process"

Cause

Product Defect:

Resolution

PERMANENT FIX: OBX-37034

 

Keywords

OBX-37034, E-Verify, Everify case, Everify case details, Duplicate case, Duplicate everify case, Compliance Process, Manage Data, OBX, EVF, DHS, Onboarding, ONB2 , KBA , LOD-SF-OBX-EVF , Everify , Bug Filed

Product

SAP SuccessFactors Onboarding all versions