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Various issues can arise during enrollment, most stemming from u= ser errors of one form or another. This document provides guidance for how = to handle these situations, though you may wish to adapt these recommendati= ons to your own needs.
Duplicate Enrollments occur when a petitioner initiates the sam= e enrollment flow more than once, perhaps because the enrollee never receiv= ed an email confirmation or because the petitioner didn't realize a record = already existed. This results in a duplicate CO Person and Organizational I= dentity.
(Note that an email confirmation can be resent by clicking the envelope = icon next to the petition in the list of petitions, or by clicking 'Resend = Invitation' when viewing the petition.)
A petition in Pending Confirmation or Pending Approval= status can be denied.
You may wish to add a comment to the Petition indicating the reason for = the denial. To do so:
A petition in Pending Confirmation or Pending Approval= status can be flagged as a duplicate.
You may wish to add a comment to the Petition, such as a note about the = original record. To do so:
To flag as a duplicate, pull up the petition and click "Flag Petition as= Duplicate". This will also flag the associated role record as a duplicate,= as well as the CO Person (if it is in Pending status). As such, petitions = should only be flagged as duplicates once the original petition is approved= .
Note that Organizational Identities cannot be flagged as duplicates as t= here is not currently a status attached to an Organizational Identity.
An expunge can not be undone.
This option completely obliterates the duplicate enrollment, including t= he Petition, CO Person, CO Person Role, Organizational Identity, and Histor= y Records. Ordinarily, this option is not recommended, as it unrecoverably = eliminates historical data (ie: the duplicate petition). This option can on= ly be performed by a CO Administrator (not a COU Administrator).
To expunge the record:
You may wish to to add a comment to the existing CO Person's history rec= ord for historical purposes. To do so:
If both identities have been used, it may be necessary to merge them.
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If a Petition is created and an authenticated identifier is collected (v= ia Require Authentication) that matches an identifier attache= d to an existing Org Identity, Registry will attempt to merge the new = Petition identities with the already existing Identity. However, if the new= Org Identity (created as part of the Enrollment) is already attached to a = CO Person record (other than the one in the Petition), an error will be thr= own.
Manual intervention is required = to determine what happened. Examine the Petition and associated person reco= rds. Most likely, somebody performed a manual operation on the identities b= efore the Petition was Finalized and the enrollment completed.
Mislinked Enrollments occur when a new Organizational Identity,= CO Person, or CO Person Role is incorrectly attached to (or does not corre= ctly attach to) an existing CO Person or Organizational Identity.