Problem with uploading resumes within SuccessFactors Recruiting

[pbuitron]

This has been going on now for 8+ weeks, where approximately 30%-40% of our candidates have profiles without resumes because when they try to upload them, the system just spins. This is a known issue and we logged a ticket for this on March 9th, however, we're not closer to seeing this fixed than we were originally. After some back and forth, it's been stated that this is an issue that affects more than just my company as it's something to do with the delivered resume upload/parsing/document management process that SuccessFactors has and something to do with the vendor they use for it (Textkernel). I wanted to see if other customers are having the same issue, if they've found any sort of workaround to help mitigate the effects of this. On our end, we're finally testing out whether turning off resume parsing completely would at least allow all candidates the ability to upload resumes (they just wouldn't be parsed). So far, we're not seeing that's fixed the issue and again, SF support isn't any closer to resolving it based on the latest updates they're giving us.

[SanneKaasgaard]

Hi,

We are using Recruiting Management and are on occations experiencing exactly that problem. As a workaround, when candidates are not able to upload their resume, they are sending it to us via email and then we are centrally uploading it. We have not yet logged a ticket for it.

/Sanne

[pbuitron]

Thanks for the info! Is this a more recent issue or something you always dealt with? For us this started right around March 2nd or so. Prior to that it was never something we noticed (potentially as a one off).

Thanks again!

[pbuitron]

We are no longer having this issue; it was resolved in June after it had been identified 2-3 months prior.

For us, the issue was something to do with removing IDs from two custom fields on our requisition templates; the IDs were imbedded in a specific form (CC305) we had on the templates.

We don't use Open Text, but it was a similar % of candidates without resumes being uploaded, so it could be something similar for you.

We eventually had to get this to a very high level of priority with various resources within SuccessFactors as part of a triage effort. I have the contact information of some of those who worked on that and potentially they could get involved as well. I don't know exactly how that process works.

If interested in further discussions, my email is pbuitron@ebsco.com and feel free to reach out.

[leilanicash]

We are having this issue and have for the last month - about 40% of candidates have reported this issue. We use OpenText for our document storage - is anyone else having issue still?

[ChristinaBeke]

Hello,

we have a similar issue due to OpenText like mentioned by Sara. As far as I understood, if you implement a 3rd party document management solution the settings and restriction for documents set in this solution also apply in SAP SuccessFactors for all documents cross module, e.g. if we restricted "docx" in OpenText, candidates cannot upload "docx" documents anymore in REC. Further, if OpenText is down due to an upgrade, then uploads are also not working during this time in REC since OpenText cannot be reached.

Maybe you have the same or some other restrictions in TextKernel? Since not all candidates are affected it does not seem that it is generally blocked.

To be sure if it is really related to TextKernel, you could check in the test environment (if you can replicate the issue here) by switching the vendor back to SuccessFactors, although an often switch is not recommended.

See selected Vendor:

3111266 - Documents not being attached or downloaded (sap.com)

https://userapps.support.sap.com/sap/support/knowledge/en/3111266

[pbuitron]

Sara - thanks for reaching out. No, we haven’t done anything with OpenText and instead are using the delivered doc management process. This issue has now been going on for over two months (since 3/1) and given the latest updates from them, no end in sight. I don’t know if your issue is the same as ours (we’ve heard varying things) but one somewhat consistent thing we’ve heard is an issue with the vendor they use for resume parsing, TextKernel, has caused this issue. Something to do with needing to increase the threshold for how many resumes can be uploaded at once by all customers. I would say you should log a ticket, but that hasn’t done any good for us.

[saraleon]

Hi Paulie,

We are facing a similar issue, did your organization implement OpenText recently? We did and we think it may be connected to the integration with Extended ECM (OpenText).

Sara

[SanneKaasgaard]

Hi Paulie,

It is, to the best of my knowledge, a recent issue starting in March / April. I have not heard about us having the issue prior to this time.

/Sanne