| Support Category: Transcript >> Transcript Merge |
| Specialist Notes: |
Once you identify that a user has multiple active accounts, please review Multiple Active Accounts | Chat Level to ensure all the necessary information is gathered.
The Administrators handle these situations on a case-by-case basis. That said, they have provided specific ticket processing SRs for us to use when updating users in certain scenarios.
Please follow the steps below:
| 1. Escalate the Ticket to the Admins | Once you have gathered all the necessary information, use the escalation template below to forward the issue to the admins. |
| 2. Admin Review | The admins will determine the appropriate resolution and let us know how to proceed. |
| 3. Provide Appropriate Verbiage if Applicable | Should the Admins reply giving us the go-ahead to offer a merge for a Leadership Lab and Officiating Development Hub account, please utilize the Official & Leadership Lab Accounts | Merge Information SR. Once the user confirms whether they want the accounts merged, notify the admins and let the user know that the request has been sent to the admins. Note: if the admins provide a resolution, skip step 3 and proceed with updating the user. |
| 4. Provide Resolution | Please see the two scenarios below:
If the resolution does not match any of the above scenarios, please relay the update as provided by the admin. |
| Standard Response: |
Hello USTA Leadership Lab Administrators,
We’ve identified duplicate/multiple accounts for a user and would like your guidance on how to proceed. Please see the details below:
Requestor Name:
Requestor Email Address:
Account 1
Email:
Username:
User ID:
Identifier Information:
Account 2
Email:
Username:
User ID:
Identifier Information:
Please advise - thank you in advance and have a pleasant day!
