3735251 - Custom Email Templates for Resignation & Retirement is not triggering – Onboarding

Custom Email Templates for 'Resignation' & 'Retirement' have been created with the '(OFB) Resignation Approval Message To Employee Trigger' trigger that is associated with a business rule to activate it, but the email is not triggering.

SAP SuccessFactors Onboarding

1. Start an offboarding process by terminating a user with event reason set to 'Resignation' or 'Retirement'.
2. Configure or expect the “Resignation Approval Message to Employee” and “Resignation Approval Message to Participant” Custom Email Templates to be sent.
3. Observe that no emails are sent for affected users.
4. Review a Business Rule Execution Log (rule trace) for the offboarding process and note that the email‑initiation rule evaluates to false at a condition checking task status.

The business rule that activates the trigger and send the emails did not meet its conditions, preventing the email templates from being initiated.

1. Create a Business Rule Execution Log (rule trace) to validate rule evaluation.
2. Review the business rule that activate the trigger associated with the resignation/retirement email notifications.
3. Adjust the business rule logic to align with the termination process.
4. Confirm that the email templates are initiated and verify delivery in Email Services.

Note: For more details on how to create a Business Rule to trigger an email notification, please check the kba: 3369510 - Creating a Business Rule to Trigger Email Notifications - Onboarding - SAP for Me 

• 3228120 - Email Services Main KBA - Onboarding
• 3142421 - [Onboarding/Offboarding] Resignation Approval Messages are not initiated
• 3337864 - Custom Email notification is not triggering - Onboarding - SAP for Me
• 3369510 - Creating a Business Rule to Trigger Email Notifications - Onboarding - SAP for Me

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