Who is this article for?

Retain Users seeing a duplicate resource record.

No special access or permissions are required.

Normally, seeing a person represented twice in Retain is caused by a problem.

This article describes a case where it might the result of normal use.

1. Issue

Seeing a duplicated person in Retain is normally the sign of a problem, such as:

• Sync issue, caused by database mismatch.
• Where a Staff person has been synced from Internal Audit, and a user has manually created a second resource in Retain.

There is one scenario where you could legitimately see the same synced person in Retain twice, and that is if a Staff person gets added twice in Internal Audit and then one of those instances is then deleted.

In this case you would see one Staff user in Internal Audit, and two in Retain.  Both Retain records would show as synced from Internal Audit.

2. Example

Here is an example of how this can happen:

1. Internal Audit Administrator adds a Staff person.
2. Staff record is synced across to Retain by the Robot service.
3. Internal Audit Administrator adds a second instance of the same Staff person.
4. second Staff record is synced across to Retain.
5. One of the Staff records is deleted from Internal Audit.

It's unusual to be able to delete a Staff person, because once someone has logged in to the system they become part of the Audit Trail and business rules stop you from deleting them.

The sync process does not delete Retain resources. Instead, it switches a flag called RES_DELETED_BIT from 0 to 1.

To check whether a Retain resource has been deleted from Internal Audit:

1. In Wallchart, create a new Resource report.
2. Add the RES_DELETED_BIT field.
3. Add the RES_FromPENTANA_BIT field.

Your report will allow you to find resources that are synced from Internal Audit (RES_FromPENTANA_BIT = 1) and which are deleted (RES_DELETED_BIT = 1).

In this example, person with ID 108 was deleted in Internal Audit.

The default security rules supplied by Ideagen for Retain prevent a user from deleting a resource, so the easiest approach to this is to filter deleted resources from view.