Communication or Application Configuration Problem (Correspondence Not Received)
(Doc ID 1046075.1)
Last updated on MARCH 28, 2023
Applies to:
Oracle Taleo Recruiting Cloud Service - Version 12A and laterInformation in this document applies to any platform.
Purpose
To determine if the issue is tied to a Communication or Application Configuration Problem
Scope
When correspondences are not received by a candidate or an agent, it is important to determine the type of issue occurring, whether the problem is of Communication or Application Configuration.
- Verify if the system has requested for the correspondence to be sent. Verify if an event was tracked on the candidate History tab.
Depending on the message template involve, the event may be tracked in the candidate General Profile or the Job-Specific Submission. - Look for an event named Correspondence sent and verify the information sent from the associated Details column. The event category Correspondence must be selected to view that information.
Note: Timezones may affect the Time Stamp of the event being displayed.
Application Configuration Problem:
The absence of an event being tracked in the History is an indicator of an Application Configuration related issue. The way the system is configured currently does not require a correspondence to be sent when the event under investigation occurs.
Review permissions, flow configuration, settings, user preferences, correspondence status and other elements controlling the triggering of correspondences.
The absence of an event being tracked in the History is an indicator of an Application Configuration related issue. The way the system is configured currently does not require a correspondence to be sent when the event under investigation occurs.
Review permissions, flow configuration, settings, user preferences, correspondence status and other elements controlling the triggering of correspondences.
Communication Problem:
The system Tracking an event of a correspondence being sent is an indication of a Communication related issue. The next expected action is for a Taleo Customer Support analyst to verify the logs of the SMTP mail tracker. Please contact a Customer Support Analyst.
Note: The Taleo mail tracking tool has a search history of the last 20 days.
The system Tracking an event of a correspondence being sent is an indication of a Communication related issue. The next expected action is for a Taleo Customer Support analyst to verify the logs of the SMTP mail tracker. Please contact a Customer Support Analyst.
Note: The Taleo mail tracking tool has a search history of the last 20 days.