3690143 - Rewards and Recognition Thank You spot program is not sending email

Rewards and Recognition: Thank You spot program in not sending email when document generation template is used

Note: Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

• SAP SuccessFactors Compensation
• SAP SuccessFactors Rewards and Recognition

1. • Login into the instance
   • Enable the option Use Document Generation templates for Emails in the Manage Award Program Settings and make sure you have the template generation group and template created and assigned under program settings for an award of type Thank You
   • Nominate a user for the Thank You award
   • There is no email triggered for the recipient
   • Remove the checkmark from Use Document Generation templates for Emails in the Manage Award Program Settings
   • Now nominate the user again
   • User will receive the email for Thank you Award

There are no tokens used in the template content for the Document generation Template used. This gives an error message when a splunk log is checked with the company Id and search word as SpotAwardEmailNotificationService

• Under Document generation Template, for the template content, please add few tokens instead of just the plain text. An example is provided below. where [[User]] and [[comments]] are the tokens.

Example :

Hi [[User]]

Congratulations, you have been awarded a spot award

Please find the message from the nominator below

[[comments]]

• A mapping should be created under Manage Document Template Mapping for the tokens you have used. You will be able to find the Template name under the search dropdown

• Then nominate the user. The email notification will be received by the recipient
• Please also check the below
  • The Sigle sender settings under Manage Email Notifications. If the recipient still does not receive the email, try unchecking the single sender checkbox and then nominate the user.
  • Check the locale of the recipient and check if there is a Document generation template available for the language of the recipient

https://me.sap.com/notes/2912872/E

https://me.sap.com/notes/3588839/E

Email not triggered, Document Generation Template, Thank you Award, Email Not sent , KBA , LOD-SF-RNR , Reward and Recognition , Problem