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 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 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 there is not currently a status attached to an Organizational Identity.
An expunge can not be undone.
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:
You may wish to to add a comment to the existing CO Person's history record for historical purposes. To do so:
If both identities have been used, it may be necessary to merge them.
If a Petition is created and an authenticated identifier is collected (via Require Authentication) that matches an identifier attached 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 thrown.
Manual intervention is required to determine what happened. Examine the Petition and associated person records. Most likely, somebody performed a manual operation on the identities before 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 correctly attach to) an existing CO Person or Organizational Identity.