3831035 - E-signature step not updating status to completed in Onboarding dashboard though it has already been verified that the DocuSign account and all documents have been successfully signed by the relevant parties.

Symptom

The Complete E-Signature step remains in an Overdue status within the onboarding process, despite all required documents having been successfully signed by both the candidate and the manager in DocuSign. The expected status update to Completed has not occurred, resulting in a discrepancy between the signature status in DocuSign and the onboarding task status in the system.

Environment

SAP SuccessFactors Onboarding

Reproducing the Issue

Navigate to the Onboarding Dashboard.
Search for and open affected candidate
Access the candidate's onboarding dashboard/process details.
Verify that all required DocuSign documents have been successfully signed and completed by all designated signatories and in Manage DocuSign Envelopes and entering the Envelope ID: f0519876-4fce-8678-83d8-16a6eee83028, the envelope status is displayed as "Signed."
Refresh the onboarding dashboard and review the Complete E-Signature step again.
Observe that the Complete E-Signature step continues to display an Overdue status instead of updating to Completed.

Cause

The issue could occur because the signed form data associated with the DocuSign envelope was not successfully recorded in SAP SuccessFactors.

This indicates that when SuccessFactors attempted to retrieve the completed DocuSign document for envelope ID, no corresponding ONB2FormData record existed in the system. As a result, the completion of the e-signature process could not be recognized, causing the Complete E-Signature step to remain in an Overdue status.

The most likely cause is that the completion notification (callback) from DocuSign did not successfully reach SuccessFactors, potentially due to a transient network or communication issue at the time the envelope was completed. Consequently, the signed form data was never persisted on the SuccessFactors side.

Resolution

Check if the candidate is already hired. For unblocking the candidate, e-signature step can be restarted for this candidate from dashboard to retrigger the documents for signing.

https://community.sap.com/t5/human-capital-management-blog-posts-by-sap/restart-failed-e-signatures-without-restarting-the-entire-onboarding/ba-p/14383437

Restarting the E-Signature process re-triggers the document generation and signature workflow, allowing the system to recreate the required form data records and correctly process the e-signature completion status.

Note: This appears to be an isolated occurrence. If similar behavior is observed for additional candidates, further investigation should be performed to identify any recurring communication issues between DocuSign and SuccessFactors. Submit a case to SAP Support to investigate further.

Support Engineers please check internal memo.

Keywords

Onboarding, OBX, DocuSign, DSN, E-Signature, Restart, Dashboard, Manage DocuSign, Envelope, LOD-SF-OBX-DSN , KBA , LOD-SF-OBX-DSN , Docusign Integration , Problem

Product

SAP SuccessFactors HCM Core 2605