Scenario

A background check rerun can fail (stall) if the previous background check had the person's full legal name (i.e. John Jacob Smith) and afterwards, the name is modified (i.e. Jacob Smith).  This happens when a person edits their own profile wanting to use something other than their full legal name.


When this occurs, the Protection 05 Background Check workflow will stall after sending the request to PMM and the workflow will clear the person's Last BC Report Id field.  This will cause any new request to reach out to the person to get their full legal name and SSN to process.


But there is a way to modify the open Protection 05 Background Check workflow so that it can process successfully.  The requirement is that the person's full legal name is specified on their Rock record first.  Once that is done, IT can follow the steps below to process the request.


Steps

  1. Log in to PMM and find the most recent background check report by searching on their name.
  2. Verify that the person's Rock profile contains the same first, middle and last name.  Make any need corrections to match PMM's values.
  3. Get the most recent background check report Id and store that in Rock in the person's Last BC Report Id attribute on their Extended Attributes tab.  This will allow PMM to get their SSN from the previous report.
  4. Ensure that there is only 1 active Protection 05 Background Check workflow active.  Close (complete) any others with a status of Canceled.
  5. Edit the active Protection 05 Background Check workflow with the following changes:
    1. Change the Status to Active
    2. Complete any open Activities so they won't run for the next processing pass
    3. Uncomplete the Initial Request activity and as well as any completed actions in that activity so they will run for the next processing pass
    4. Set the Report Id attribute to the most recent background check report Id from PMM so it can reference its values
    5. Save to store all changes

The next time this workflow is processed, it should initiate a valid request to PMM that can complete and update the workflow as expected.