3752458 - After instance refresh – document templates not copied and how to restore them - Onboarding

• Customer performed an instance refresh and requested to update Print Forms Service (PFS) settings in a preview/test instance.
• On “Maintain Onboarding and Offboarding Document Templates” the documents cannot be opened; error: “Document Template Preview could not be loaded”.
• Server log error observed: “The template does not exist. Check your request conditions.”
• When attempting to add the same template ID again: “ChangeSet index 1 - Business key values already exist!”
• When attempting to delete a template in use: “ChangeSet index 1 - Deletion of Template not allowed! At least it is used in active process …”
• Contract signature step appears locked although prior onboarding tasks are completed.

• SAP SuccessFactors Onboarding

1. Perform an instance refresh from source to target.
2. Open “Maintain Onboarding and Offboarding Document Templates”.
3. Try to preview an existing document template; the preview fails with “Document Template Preview could not be loaded”.
4. Try to generate documents in an onboarding process; errors indicate missing templates.
5. Try to add a new template using the same existing template ID; receive “Business key values already exist!”.
6. Try to delete the existing template; receive “Deletion of Template not allowed! … used in active process”.

• Templates were not copied during the instance refresh. Automatic copy of Onboarding 2.0 document templates from source to target is not supported.

1. Do not delete templates that are referenced by active processes. Deletion is blocked while in use and is not required to fix the issue.
2. Edit the existing template row in “Maintain Onboarding and Offboarding Document Templates” and upload the working PDF/XDP from the source system, then save.
3. If you see “Business key values already exist!” when trying to add a new template, cancel the add action and instead use Edit on the existing row to upload/replace the file.
4. Verify the template preview and rerun document generation for a test process.
5. If the instance is migrated to PFS cloud foundry (multi‑tenancy), do not maintain PFS URL/credentials in Provisioning; remove any copied values after refresh if present.
   
   "Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental." 
   
   

• refer to: Document Template Preview could not be loaded
• refer to: Onboarding 2.0 – Manage/Delete Document Templates
• refer to: PFS credential simplification and migration overview
• refer to: Simplifying Print Form Services credentialing (community post)

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