= Support / Training = [[Support/Handbook|Support Handbook]] / [[Arbitrations/Training/Lesson12|Precedent cases]] / [[Arbitrations/a20111204.3|Precedent case a20111204.3]] == How to handle cases that are similar to precedent case a20111204.3 Minor account data differences which may be handled by SE == First the SE must check if the preconditions are met. The preconditions are fixed in these documents * [[Arbitrations/a20111204.3|Precedent case a20111204.3]] === Prerequesites === * Account must already have Assurance Points (otherwise the account owner can make the change him/herself) * The difference must be minor (see below for details) * No malicious intent is recognizable * The account owner files or confirms the claim ==== What is a minor difference? ==== A minor difference is a mismatch which can be easily overlooked and is not changing the data significantly. Typical examples include: * Usually one missing, additional or modified character in the recorded name. An Exception to this is when the difference turns the name into another usual name (Maier -> Mayer or Meier -> Meiser) or the difference is very obvious (Hans -> Xans) * Off-By-One in Date of Birth. Day, month or year differ by one. * Mixup of month and day in DoB * One different digit in day or month === Basic rule === * Check for minor difference. If difference is not minor ''==> Arbitration'' * If dispute is not filed by account owner * Send mail to account owner asking for a statement * If account owner rejects statement or does not answer within 14 days ''==> Arbitration'' * Ask for two CARS by Assurers confirming the claim. If the two statements cannot be found within a reasonable time (about one month, longer periods may be accepted if it seems appropriate) ''==> Arbitration'' * Ask Assurers that have already assured the account ("Hasty Assurers") for a statement, requesting an answer within 14 days. * If an Assurer can confirm the claim from notes, this counts as one of the needed confirmations. * If an Assurer explicitly rejects the claim ''==> Arbitration'' * If an Assurer cannot contribute information or does not answer within 14 days nothing happens (at the moment) * When two confirmations can be collected and no one rejects the claim, the precedence ruling may applied and the following actions shall be made: * Add the OTRS case number to the list at the end of this status page, by mailing it to the disputes bucket in OTRS if necessary access is not available. * Modify the account according to the claim * If the difference was in the recorded name, all certificates including the wrong name shall be revoked * The "Warnings Database" (which still has to be implemented) shall be checked if any of the Hasty Assurers already has two warnings recorded. * Hasty Assurers which do not already have two warnings shall be sent a mail encouraging them to administer more care in the future and have a warning added to the "Warnings Database". * If a Hasty Assurer already has two warnings recorded, ''file a new Dispute against the Assurer''. === Notes === * Every party (including the Support Engineer) may request to transfer a case to Arbitration * Every action and mail communication of the Support Engineer must be recorded in the ORTS case * Until the "Warnings Database" is implemented the warnings may be skipped. * This precedence ruling is intended to be reviewed and refined once the detailed requirements of the Warnings Database are known. * Link to Support only part [[Support/priv/Handbook/pca20111204.3|Mailing (Private Part)]] <> === Reference documents === [1] [[Arbitrations/a20111204.3|Precedent case a20111204.3]] ---- . CategorySupport . CategorySupportPrecentCase