3774220 - Onboarding Restart Email Not Triggered Due to Recipient Resolution Failure - Onboarding

The onboarding restart email notification (e.g., “Onboarding Restarted: Action Required”) is not triggered after restarting the onboarding process.

Even after completing the Review New Hire Data step, no email is sent to the intended recipients.

Backend logs may show errors similar to:

• “TO: Recipient is resolved to null or empty… Skipping the template”
• “Failed to construct email message for trigger: (ONB) New Team Member Onboarding Restarted Trigger”

SAP SuccessFactors Onboarding

1. Initiate or select an existing onboarding process.
2. Restart the onboarding process from the dashboard.
3. Complete the Review New Hire Data step.
4. Ensure an email template is configured for the trigger (ONB) New Team Member Onboarding Restarted Trigger.
5. Observe that the restart email is not triggered.

This issue occurs due to a recipient resolution failure caused by inconsistent configuration between the Email Category and the Email Template.

• The Email Category is configured with one recipient builder (for example, Onboarding Role-Based Recipient Builder).
• The Email Template overrides this with a different recipient builder (for example, Dynamic Group Recipient Builder or additional CC/BCC at template level).

This mismatch can result in the system being unable to resolve a valid TO recipient during runtime, causing the email notification to be skipped.

To resolve the issue, ensure that the recipient configuration is consistently and correctly maintained across both the Email Category and Email Template:

1. Align Recipient Builder Configuration

• The TO Recipient Builder in the Email Template must align with the configuration defined in the Email Category
• It is recommended to use Onboarding Role-Based Recipient Builder (Onboardee), as the intent of this trigger is to notify the onboardee about the restart of the onboarding process

2. Maintain Consistency for CC/BCC Configuration

• If CC/BCC recipients are required, ensure they are consistently configured in both the Email Category and the Email Template
• If configured only at the template level and not in the category, it may lead to recipient resolution issues
• To avoid inconsistencies, remove CC/BCC configurations from both levels if they are not required

3. Validate Recipient Data

• Ensure all intended recipients have valid and maintained email addresses in the system
• For configurations using Explicit Recipient Builder, cross-check the email addresses with the corresponding user data (UDF)
• Correct any invalid or mismatched email entries

4. Retest the Scenario

• Restart the onboarding process for a test candidate
• Complete the Review New Hire Data step
• Verify that the email notification is triggered successfully

Note: If the system is unable to resolve a valid recipient during runtime, the email notification will be skipped, as reflected in backend logs.

• 3731286 - Behaviour of (ONB) New Team Member Onboarding Restarted Trigger
• 3652795 - Explicit recipient builder in onboarding email not working - Onboarding
• 3750298 - Custom email with User ID Recipient Builder is not getting sent after New Hire Data Review completion

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