techrecovery | Tech support to the Twilight Zone (Reply)

Not only were we not on the same page...I don't think we were on the same planet.

Me: If you search on this person by Social Security Number (SSN). you'll find that there is another person with the same SSN. That's why you're being told there is a duplicate.
User: OK, I'll get the worker to change it.

Next day (in a series of e-mails):

Worker to User: Just wanted to let you know that I let the case run overnight in hopes of the duplicate person in CCI getting resolved. I still have the duplicate person screen popping up when I try to send the investigation for approval after letting it run overnight. (Notice, the worker didn't say she made a change.)
User to Me: Now what?
Me: Well, when I search by SSN, I still get the same match. You'll need to have the worker actually change the SSN.
User: I do not get the match when I search by either first or last name.

The sad part: this user is supposed to train and support other users on this program.