3694832 - SuccessFactors document deletion issue with Open Text retention policies

• Document still exists in OpenText after being deleted in SuccessFactors.
• Error message: "The document cannot be deleted because Precondition Failed. The document may be protected by a retention policy or a hold."

SAP SuccessFactors HCM suite

1. Save a document in SuccessFactors (e.g., Work Permit).
2. Verify the document is stored in OpenText.
3. Delete the document in SuccessFactors.
4. Observe that the document is still present in OpenText.
5. Remove the retention time in OpenText.
6. Note that the retention time is removed, but the document cannot be deleted.

Retention policies applied in OpenText prevent the deletion of documents that were previously deleted in SuccessFactors.

When customers apply or configure retention holds on documents in OpenText, SuccessFactors is unable to delete such documents.

When end users delete a business record that contains an attachment (or an attachment directly) that is subject to such retention hold, the SuccessFactors system doesn't block the end user from the operation because of the failure to delete the attachment in OpenText.

As such the document continues to remain in OpenText however, from a SuccessFactors UI point of view the user assumes the document is deleted. However, the documents remain in OpenText until the hold period is over and a disposition job picks it up for deletion. 

There is an enhancement planned to change this behavior, the timeline and further details for such enhancement will be informed in this KBA. Please follow this article for updates.

PLT-87757, successfactors, opentext, document deletion, retention policy, precondition failed, document management, deletion issue, integration, error message, document removal, retention time , KBA , LOD-SF-PLT-DOC , Document Management , Product Enhancement