Diagnosing a Problem
Before going through the specific issues below, it’s worth checking the application’s detail view in PastaHR. Hover over Details on an application, the status message shown points to the cause.Common Issues
Application is not appearing in the ATS
Application is not appearing in the ATS
If a completed application is visible in PastaHR but hasn’t landed in your ATS, start by checking the detail view.Diagnosis: In PastaHR, hover over Details on the affected application. The status message shows what happened:
- 'No remote job ID found'
- ATS API Error
- 'Job remote: xxx is closed'
- 'Candidate already applied to this job'
This message means the candidate’s application link didn’t include a
remote_job_id parameter. Without this ID, PastaHR can’t match the application to a job in your ATS.Resolution: Check the link shared with candidates and make sure the remote_job_id parameter is present and correctly formatted. You can also set a default remote_job_id for the flow in the flow settings. See Application Links for details.Overview of Unsaved Applications
A full list of all applications that weren’t saved to the ATS is available under Settings → Integrations → Unsaved Applications. Use Resolve to remove individual entries from the list once you’ve reviewed them.You need Admin rights in your workspace to access this view.
Candidate information is missing or incorrect in SAP SuccessFactors
Candidate information is missing or incorrect in SAP SuccessFactors
If a candidate profile in SuccessFactors is incomplete, outdated, or doesn’t match what was submitted in PastaHR, this is often related to how SuccessFactors handles duplicate profiles.When this happens: If a candidate already has a SuccessFactors profile with the same email address but a different phone number, the existing profile may not update automatically, the behaviour depends on how the candidate applied:
- WhatsApp applications: the phone number is verified by WhatsApp. If the verified number matches the one on the existing profile, the profile is updated.
- Online applications: the phone number is not verified. Existing profiles are not automatically updated in this case.
'Job not active' on the application link
'Job not active' on the application link
If candidates get a “job not active” message after a WhatsApp application link, a required configuration step in SuccessFactors is usually missing. For a WhatsApp application to work, two things must be true in SuccessFactors:
- A job requisition must have been created.
- The requisition must have an active, published job posting, not just the requisition itself.
1
Check that an active job posting exists
Open the job requisition in SuccessFactors and confirm an active, published job posting is attached to it. Check the posting’s validity dates.
2
Check the remote_job_id in PastaHR
Open the relevant application flow in PastaHR and verify the
remote_job_id in the application link exactly matches the SuccessFactors requisition ID.3
Wait briefly if everything looks correct
There can occasionally be a short delay after publishing a new posting. Wait a few minutes and try the link again.
4
Contact support if the issue persists
Email support@pastahr.com with the job ID and the application link.
Submitted documents are not in the ATS
Submitted documents are not in the ATS
PastaHR forwards documents as part of the initial application submission. Documents a candidate uploads afterwards, e.g. a CV in a follow-up message, are also automatically added to the existing application in most ATS systems.If supplementary documents don’t appear in your ATS, download the document from the PastaHR conversation and upload it manually to the candidate’s ATS profile.
Automatic forwarding of supplementary documents is supported by most ATS integrations, including SAP SuccessFactors, Workday, Umantis, and Teamtailor. Some systems, such as Rexx, don’t support this technically. If you’re not sure, contact support@pastahr.com.