Support / Training
How to handle cases that are similar to precedent case a20110119.1 (Changing transliteration (diacritics) in my first name), precedent case a20100227.1 (Removal of middle name) and precedent case a20110610.1 (Removal of suffix)
First the SE must check if the preconditions are met.
The preconditions are fixed in these documents
new Precedent case a20110610.1 replaces the old precedent case a20100207.2 about suffix removal
The reduction of name information is allowed as long as at least one first name and the last name are left over.
- The first name is not allowed to be abbreviated.
The use of a Givenname following the "Short Givenname Country Variation for the NL" (see PracticeOnNames about Country Variations) is allowed.
- The change of transliterations and diacritical letters to standard letters (but not reverse) is allowed as long no information gets lost. e.g.
- Schröder to Schroeder is allowed
- Soest to Söst is not allowed
* Link to Support only part Mailing (Private Part)
Is there a need to give the assurers that assured a wrong suffix / middle name an advice?
- Is it only one case e.g. suffix or middle name there is no need to inform the assurer about his mistake.
- If there are a combination of mistakes or the assurer does repeated mistakes or the assurances are done before 2007, there should be an advice to the assurer about the new rules regarding the assurance of names.
'New' Proactive action by SE
If a SE handles a case where he needs to see the users account data, e.g. within password reset procedure, and gets aware of a suffix in the users name that is not in compliance to PoN definition he is allowed to contact the user also about a potential suffix problem. By doing so, Support-Engineer has to open a new ticket number, that does not relate to the original Support request by the user, so a potential suffix removal request becomes handled within its own support ticket.
A suggestion but no requirement is, that the following suffix removal request by the user is handled by another Support-Engineer then the SE who started the suffix removal request thread with the user.