3640049 - Comments Added During E-Verify Step Are Not Retained After Case Closure - Onboarding

• When closing an E-Verify case, the system is automatically populating the Case Closure Description field under Manage Data > E-Verify Data, replacing any manually entered content or comments added by the customer with system-generated text.

• This affects comments that are added by users during the E-Verify step in the Onboarding Dashboard. These comments, once saved, are expected to be retained, but they are being overwritten upon case closure by the system-generated closure description.

SAP SuccessFactors Onboarding

This is a known issue already identified by the Onboarding Engineering team. The system has a currently bug which auto-populates the Case Closure Description field upon closure of the E-Verify case, which leads to the overwriting of any manually added data.

Engineering is actively working on a patch to resolve this issue. The internal fix is being tracked under code OBX-39755.

Customers can monitor the progress of this fix in future release notes or by contacting their SAP Account Manager, referencing the internal code above.

The resolution is currently targeted for the 2H 2025 release, expected in November 2025. However, please note that release timelines are subject to change. We recommend continuing to monitor this KBA for the latest updates.

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