Resolving Enrollment Issues

Various issues can arise during enrollment, most stemming from user errors of one form or another. This document provides guidance for how to handle these situations, though you may wish to adapt these recommendations to your own needs.

Duplicate Enrollments

Duplicate Enrollments occur when a petitioner initiates the same enrollment flow more than once, perhaps because the enrollee never received an email confirmation or because the petitioner didn't realize a record already existed. This results in a duplicate CO Person and Organizational Identity.

(Note that an email confirmation can be resent by clicking the envelope icon next to the petition is the list of petitions, or by clicking 'Resend Invitation' when viewing the petition.)

Option 1: Flag as Duplicate

Option 2: Cancel Petition

A petition in Pending Confirmation or Pending Approval status can be canceled.

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Option 3: Expunge

This option completely obliterates the duplicate enrollment, including the Petition, CO Person, CO Person Role, Organizational Identity, and History Records. Ordinarily, this option is not recommended, as it unrecoverably eliminates historical data (ie: the duplicate petition). This option can only be performed by a CO Administrator (not a COU Administrator).

To expunge the record:

1. Pull up the duplicate CO Person record (CO > People > My Population, then click the pencil icon for the record)
2. Click Expunge
3. Review the records presented
4. Check the box to confirm
5. Click Expunge

You may wish to to add a comment to the existing CO Person's history record for historical purposes. To do so:

1. Pull up the original CO Person record (CO > People > My Population, then click the pencil icon for the record)
2. Click View History
3. Click Add
4. Enter a comment, such as "Expunged duplicate enrollment"

Option 4: Merge

If both identities have been used, it may be necessary to merge them.

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