Managing Duplicated Profiles in Workbench

Overview

Duplicate profiles in Thentia Workbench can lead to issues with application submissions, renewals, and Portal access. This typically occurs for two main reasons:

1. Duplicate records were imported during the initial system migration.
2. A Licensee or Applicant created a new account on the Portal instead of signing into their existing one, often by using a different email address.

While Thentia Portals prevent registration using an email already tied to an account, using a different email allows users to unintentionally create duplicate profiles.

Identify and Resolve Duplicates

If you see multiple profiles for the same person in the Profile entity (reg_profile), follow these steps to merge them:

1. From the Workflow module in the Workbench, search for “Profile” to open the Profile entity.

2. Search for and open all suspected duplicate profiles for the individual.
3. Compare key fields such as name, email, and other identifying information to confirm the records are indeed duplicates.
4. Choose a primary profile — usually the most complete record — to retain
   • Tip: Temporarily rename the duplicate profiles for clarity
     (e.g., "Jane Doe - Duplicate 1").
5. For each duplicate profile:
   • Review the “This Record” section and copy any missing or relevant information into the primary profile.
   • If conflicting information exists, contact the licensee/applicant for clarification.
   • Review the “Connections” section, and reassign any connected records to the primary profile:
     
     
     • Open the connected record(s).
       • Update the Profile field to link it to the primary profile.
6. Once all necessary data and connections are moved, delete the duplicate profile record.
7. Repeat these steps until only the primary profile remains.

Follow-Up Recommendation: If the duplication was caused by the individual registering multiple accounts, consider reaching out to them with guidance to prevent future duplicates.

FAQs

What happens if I don’t resolve duplicate profiles?
Duplicate profiles can result in login failures as well as confusion with regard to license applications, renewals, etc. As a result, each individual licensee (or applicant) should only have a single profile in your Thentia Cloud environment.

Can the system prevent duplicate profiles entirely?
Thentia Portals block duplicate email registrations but cannot prevent users from creating multiple accounts using different emails.

Can this process be automated?
Currently, merging profiles is a manual process to ensure data accuracy and prevent the unintentional loss of critical information.

Who can manage duplicate profiles?
Any admin user with Workbench access and familiarity with licensing data can perform these steps. When in doubt, consult your system administrator.