Corrupt Registration Record

[Joanmcm]

A parent registered her son for our event - ASB New York City 2017. I tried
to make adjustments to the registration record and in the process I believe
the record may be corrupted. This is what happened:

* In C&P Event Management, the registrant name was the mother and the
attendee is the son

* When we run registration reports, it appears that the mother is the
person attending ASB New York City. However, all the registration
information is that of the son

* My intention was to change the name of the registrant to that of the
son then merge the 2 contact records in Salesforce



Here is what I have now:

* In Salesforce

o There are 2 contact records for Nicholas Sego (the son)

o One record appears to be good with all the registration and payment
information and lists the mother, Ilana Albanese as the emergency contact
and as the person that made the payment

o The second record is mostly blank other than listing him in the ASB New
York City campaign

o In Salesforce Accounts, there is a record - Sego Household - which lists
just one Contact record for Nicholas Sego. This is where I thought I could
merge the 2 Nicholas Sego contact records

* In C&P Event Management - ASB New York City

o I have a Registrant record for Nicholas Sego and an Attendee record for
Nicholas Sego

o When I click on the Registrant record I get this error: Attempt to
de-reference a null object

* An unexpected error has occurred. Your solution provider has been
notified. (CnP_PaaS_EVT)

o The Attendee record appears to be fine

o The Registrant Information Report does not contain any of the
registration information for Nicholas Sego



I hope that you can help me to fix this. Also, can you tell me what I
should do in the future to get accurate Registrant information when a parent
registers their child? It will continue to happen. I have to provide our
staff with accurate registration information. We can't have our staff
expecting to have Ilana attend and have Nicholas show up.



I granted C&P Support access to our Salesforce Org ID#00Do0000000ZrdX. I
submitted this issue in a support ticket also. I appreciate anything you
can do to help me correct this. Thanks.

I tried to attach the attendee report and registration report, but the file attachment feature does not allow excel or webpage format.

Joan



Joan McMahon

Break A Difference
C&P account #29466

520-490-3160

<mailto:[email protected]> [email protected]

[CnP.Support.AM]

Good day @Joanmcm

We reviewed your instance and noticed that you have deleted the original registrant record and created new one.

C&P Data:


Registrant ID:


We unable fix it without original registrant record because all are interrelated. We reviewed the recycle bin but unable to locate the above registrant record in it. If you may recover the above registrant record from recycle bin, we can try to fix it.

However, we don't recommend to manipulate with the registrant and attendee records in the Event Management as all are having interrelationship and will get effect in the functionality of the system. The solution is to add some kind of text/note in the site template so that user can fill the registrant and attendee information accordingly.

Sorry but without the original record of registrant we can't fix the above issue.

[Joanmcm]

The record was not deleted. The registrant name was changed which is something your system allows. What can I do to correct this so that we can run a Registrant report? The original name in the registrant record was Ilana Albanese.

[CnP.Support.AM]

Good day @Joanmcm

Changing the name will NOT delete the record. As you can see in above images that the record has been deleted. However, we unable to locate the record and for further investigation we required direct access to your instance.

Please do the following:

1. Create a new user in your instance or temporarily give us access to an existing ADMIN user by changing the email to: [email protected]
2. Post to this thread when you have made the change.

Having the email come to our mailbox allows us to request the verification code and login to the account. Please make sure the user you use for this purpose is an admin user.

Looking forward to hearing back from you.

[Joanmcm]

C&P Support already has access to our Salesforce instance, 00Do0000000ZrdX, thru 10/15. I changed my email address from [email protected] to [email protected]. I believe you should receive a message with a verification code. I hope I understood your instructions correctly. Thank you for working on this.

[CnP.Support.AM]

Good day @Joanmcm

We have received the email and finished the email change process but while resetting the password it prompt us with security question "What is your mother's maiden name?"

[Joanmcm]

The name is Stento

[CnP.Support.AM]

Good day

We are prompted for a code:


Is it possible for you to remove the 2 factor authentication for the period of our testing. This is taking way too long and I am sure it is frustrating for you as well and we also like to make sure it works for you.

Looking forward to hearing back from you.

[Joanmcm]

I'm sorry, I don't know how to remove the 2 factor authentication. The code I was sent is 61641.

[Joanmcm]

Verification code 98668 using Firefox on Windows 7
Sorry....

[CnP.Support.AM]

Good day @Joanmcm

Thank you for your prompt response. We are able to login. We will investigate and get back to you shortly.

[Joanmcm]

Thank you!!!

[Joanmcm]

I can't log into Salesforce. Did you change my password?

[CnP.Support.AM]

Good day @Joanmcm

Yes, we changed the password in order to login into your instance. However, one of developers reviewed and fixed the issue. Now you can see the Nicholas Sego as Registrant as well as Attendee. You may can find the same in the reports as well.

However, for future reference please don't manipulate those information, as stated earlier that all are interrelated with each other. You may add some kind of text/note in the site template so that user can fill the registrant and attendee information accordingly.

Please check and let us know if we can be of any further assistance.

[Joanmcm]

I still cannot login to Salesforce because when I try to reset my password it sends a "password reset" email to the email on file which is [email protected] and I can't change that because I can't log in. Can you please change my email back to [email protected] or tell me what the password is that you used?

Thank you so much for fixing the record!!! I really appreciate it.

Just so you know why I can't make a note on the template to use the registrant's name - it's because if the parent uses the child/attendee's name as the registrant it won't match the credit card information (since the parent is using the parent's credit card) and therefore the registration fee won't process. The system really needs to include in the credit card information section the name of the card holder. That is how many businesses handle payment processing. For example - I buy an airline ticket for my son - I complete the passenger information with my son's info and then it asks for the card holder information which I fill in using my name.

I apologize for creating this situation by trying to manipulate the data. Thank you again for fixing the record. Now, I just need to be able to get back into Salesforce.