3720233 - Error during personal data collection step due to duplicate records in phone_info and email_info entities

• An error occurs during the Personal Data Collection (PDC) step when candidates attempt to submit their data.
• Error message: "You are trying to modify multiple records with the same keys (email-type, person-id-external). Please review the data and try again."
• Duplicate records are identified in PHONE_INFO and EMAIL_INFO entities during the onboarding process.
• The error prevents candidates from completing the onboarding process, blocking the hiring process for multiple users.

SAP SuccessFactors Onboarding

1. Initiate onboarding from RCM for a new hire.
2. Complete the New Hire Data Review (NHDR) step.
3. Candidate receives a welcome message and resets their password.
4. Candidate fills in data during the PDC step and encounters the error message upon submission.

Duplicate records in PHONE_INFO and EMAIL_INFO entities during the Personal Data Collection step.

1. Based on the conditions in the If section, the last condition is evaluated as true. Because of this, the rule is always triggered for internal users as well.
2. Although this may not be visible in the frontend, in the backend the system creates an additional entry due to this condition. 
3. The error indicates that multiple records are being modified with the same key — specifically the email type and the external person ID. In this case, the system is attempting to set the Primary flag again for a personal email type that already exists. This happens because the rule is triggered during the onboarding process.
4. To resolve this issue, the third condition in the rule needs to be adjusted so that it is triggered only for external users. For example, if you are using a hire template, you could add a condition that checks whether the hire template matches the one used in the PDC step. The key point is to ensure that the rule runs only for external users.

Refer to: 3557451 - How to Default "Is Primary" to be "Yes" on the Email Address for Onboardees - Onboarding

personal data collection, duplicate records, phone_info, email_info, onboarding error, submission error, duplicate keys, email-type, person-id-external, onboarding process, hiring process blocked , KBA , LOD-SF-OBX-PDC , Personal Data Collection , Problem