3768809 - DocuSign Emails and Envelopes Are Not Triggered During Onboarding - Onboarding

DocuSign emails and envelopes are not sent to Onboardee or managers during the onboarding process. No envelopes are created in the corresponding DocuSign account despite the onboarding activity being initiated.

SAP SuccessFactors Onboarding

1. In Admin Center, navigate to Configure DocuSign eSignature.
2. Confirm that the same DocuSign OAuth credentials are configured across multiple company IDs or environments.
3. Initiate an onboarding process for a candidate that includes a DocuSign task.
4. Observe that DocuSign emails and envelopes are not sent to the onboardee or manager.
5. Log in to the DocuSign account and confirm that no envelopes were created.

The issue occurs when the same DocuSign OAuth credentials are configured across multiple company IDs or environments in Admin Center under Configure DocuSign eSignature. This configuration is not supported. Shared credentials cause conflicts during OAuth token refresh, resulting in intermittent or complete failure of DocuSign envelope creation and email triggering.

The root cause is the use of shared DocuSign OAuth credentials across multiple environments. The resolution requires assigning unique credentials to each environment and re-establishing the integration in the affected environment before retrying the failed onboarding tasks.

1. In Admin Center, navigate to Configure DocuSign eSignature.
2. Ensure that a unique DocuSign OAuth account and credentials are assigned to each company ID and environment. Shared credentials across environments are not supported and must be separated.
3. Deactivate and then reactivate the DocuSign credentials in the affected environment to re-establish the integration.
4. Restart the affected onboarding process task using the Job ID via BPE: Manage Process Task to resume DocuSign envelope generation and email triggering.