Compliance Review - Ticket Moves to Manual Mode

The Problem:

If a Compliance Review is completed, but the profile is set to review, a timeout may occur causing it to move into Manual Mode.

This appears to be happening with our E2E Partners with Compliance Review. This includes Papa.

The Solution:

Review the profile, turn off manual mode and resume checks.

Casework:

Step 1: Search the Turn ID in Turn Admin and in Freshdesk

• Look for existing tickets, if the ticket is currently in Manual Mode, there should be another ticket that was automatically generated:
  • Subject: Manual background check - Partner - TurnID.
  • Body: The email will be mostly code, but the last phrase is an error message that we use to determine the solution. In this case, it is likely, SoftTimeLimitExceeded.
  • Please merge this ticket into your own.

Step 2: Review the Partner Dashboard

• When the ticket entered manual mode, the partner dashboard will have the following error message:
  • This report has not been started. The candidate has consented to do a background check. To start it, please take action on your ATS/API integration.

Step 3: Remove the manual flag via Flask.

• In Flask, navigate to Organization > Partner Worker 
• Search using the Turn ID.
• Click the pencil icon next to the associated background check.
• Click EDIT
• Uncheck the box that says, "Is Manual Background Check"

Step 4: Resume Checks in Turn Admin

Step 5: Confirm in the Partner's Dashboard, that the profile has updated correctly.

Step 6: Complete Compliance Review process