3744243 - New hire initiated from Recruiting is missing in onboarding dashboard due to Create External User task failed - Onboarding

• After initiating onboarding, the new hire is not visible in the onboarding dashboard.
• In BPE: Monitor Processes, if filter with "processInitiationId", will find a job id and the process task "Create External User" is stuck.
• (For SAP Support only) Backend log:
  • Error while creating user com.successfactors.coengine.error.detail.COGeneralServerException: Wrapped Exception: with the index 0
  • Task 'Create External User' failed in try 1
  • Save external user failed. The status is: -12
  • Error while executing SCA command [com.successfactors.onboarding2.service.externalUser.ONB2CreateExternalUser]

SAP SuccessFactors Onboarding

1. Initiate onboarding from Recruiting > Submission is successful.
2. Go to Onboarding dashboard > candidate is not visible.
3. Go to Manage Data > Process Trigger > search with candidate's application id > get candidate's Onboarding process ID.
4. Go to BPE: Monitor Processes > filter with Variable: processInitiationId=[candidate's Onboarding process ID].
5. Find there is a job id; process task "Create External User" is stuck.

Issue is caused by duplicate username existed in the system.

Possible scenario 1: The username with different case was present at the time of onboarding initiation which matched the provided username from Recruiting because the username match is made with case insensitive search.

Possible scenario 2: There could have been a user with the same username which was purged after the onboarding initiation, due to which it's not visible in the system now.

1. Contact product support team (LOD-SF-OBX) to run a script to update candidate's primaryEmail in Recruiting (which will be username after onboarding initiation) to a different value.
2. Go to BPE: Manage Process Tasks > filter with job id > click on restart the task.
3. Candidate should be visible in onboarding dashboard now.

• 3581211 - Onboarding Initiated but Candidate Not Appearing in Onboarding Dashboard - Onboarding
• 3237676 - How to update candidate's email displayed in onboarding dashboard ? - Onboarding
• 3423305 - Data Validation: "The User Name you provided is not valid. Please use the following character types: ['a' to 'z', 'A' to 'Z', '0' to '9', '-', '_', '.', '@']." - Onboarding

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