SFReg raises a Case in 8 situations: when an attendee asks for help, when the form hits something it can’t finish alone, when a scheduled job gives up on an NSN, and when a certificate is held. This guide covers each one: what triggers it, what the attendee sees, what staff get on the case, how it closes, and how to show it in a demo. All names and numbers here are made up. See also the SFReg Test Plan and the SFReg User Guide.
Before you start
Where: QA and UAT only. Never in Production.
Emails: sandbox emails go to test recipients, not attendees. Never turn on sending to actual recipients.
Links are single use: open each in a private window, and set up one fresh booking per scenario. Use Resend from Act on Behalf for a new link.
Finding the cases: the Training - Pre-Registration/NZQA Queries (CSC FAT) list view for CS-1 to CS-7. Hold cases (CS-8) use the NZQA Registration Hold record type and are linked through Registration Hold Service.
NSI records: CS-3 and CS-5 need real NSI test-environment people. Take them from the team’s internal NZQA test data sheet. They are not published here.
Where the form raises each case
The form screens in order. Each strip shows what the attendee does, the exact click that creates the case (framed in yellow), and what they see next. Select a case to jump to its test steps.
What every Training - Pre-Registration/NZQA Queries case has
CS-1 to CS-7 share these fields. Only the subject and description change. CS-8 differs: see its card.
Origin
Web
Status
New
Priority
Medium
Type
Customer Request - Training
Case Reason
NZQA Query
Owner
Training - Pre-Registration/NZQA Queries (CSC FAT)
Linked to
Asset (course), Account, Contact, Associated Service (the booking)
Lead bookings
No Contact: the attendee’s name, email and phone go in the Supplied fields
Before the demo
Never raised yet: the possible duplicate case (CS-7), and the NSN Create possible-match and cap-reached cases (CS-5), have no examples in QA or UAT. Run them first.
No case has closed itself yet: every SFReg case in both sandboxes is still New. The automatic closes (CS-3 finish, CS-6 NSN found, CS-8 releases) have not yet been seen working in an org, so run one of each before the demo.
Hold cases go somewhere else: CS-8 cases land with the default owner (CSC queue in UAT), with no Type or Case Reason. All other SFReg cases go to Training - Pre-Registration/NZQA Queries. Confirm this is the intended triage.
Raw code in a subject: CS-6 subjects show NSN_CREATE_RECONCILE_FAILED rather than a friendly label.
QA has no hold cases: the certificate gate is on in QA, but no CS-8 case has been raised there. Show CS-8 in UAT, or set one up in QA first.
Suggested demo order
Order
Scenario
Why here
1
CS-1 Not a citizen
Quickest. Shows the case-created screen, the email and the Training - Pre-Registration/NZQA Queries case.
2
CS-2 NSN not matched
Same screen, different case text. Shows that a second click makes no second case.
3
CS-4 Identity attempts used up
The form raises the case itself. Shows the staff next step through Act on Behalf.
4
CS-3 Search stopped (UAT)
The full hold life: On Hold, release, finish, case closes.
5
CS-7 Possible duplicate
The silent case: the attendee sees nothing.
6
CS-8 Certificate held
The after-course case and its automatic close.
7
CS-5 and CS-6
Background cases. Show prepared examples rather than waiting for NSI or the hourly job.
Scenarios
0 of 8 run
CS-1
Not a New Zealand citizen: Ask us to help
Attendee clicksQA, UAT
Training registration
Additional DetailsStep 2 of 4
We’ll need to speak with you. To receive NZQA credits, we will need some additional information. Please click the "Ask us to help" button below.
Ask us to help
Training registration
ConfirmedStep 4 of 4
Your case has been created
Your support ticket is case number 00012345. We have sent you an email confirmation and our team will be in touch. You can safely close this window.
Case 00012345 (staff view)
Subject
NZQA registration assistance required — Alex Sample — First Aid Level 1
Description
Attendee name, date of birth, email, phone, residential status (A, with the code legend), course, next action
Next action
Contact the attendee to complete NZQA verification manually
NZQA registration through the form needs a New Zealand citizen or resident visa holder. Anyone else is asked to talk to us, and clicking Ask us to help raises the case.
Set up
Booking BK-1: First Aid Level 1 with NZQA Required, course at least 14 days away, status NYA.
Attendee P-01 Alex Sample.
Steps
Open the registration link from the booking email in a private window.
Page 1: select Continue.
Page 2: fill in the details. Set Residential status to Australian citizen.
Read the notice. Only Ask us to help can go on.
Select Ask us to help.
Expected
The case-created screen shows the case number.
The non-citizen email goes to the attendee.
Act on Behalf shows the registration as Help requested.
Check on the record
Case subject starts “NZQA registration assistance required”.
Description lists residential status A with the legend.
Registration outcome EXITED_HELP_REQUESTED.
Email kind EMAIL_NON_NZ_CITIZEN on the booking.
How it closes
Staff close it by hand once NZQA is sorted.
Variants and notes
Repeat with Overseas and I am not sure. Each gives the same notice and case.
A New Zealand citizen or resident who ticks “my residency has changed” also gets this case.
CS-2
NSN not matched: Ask us to help
Attendee clicksQA, UAT
Training registration
Additional DetailsStep 2 of 4
Please double check the NSN you have given.
Check NSN againAsk us to help
Training registration
ConfirmedStep 4 of 4
Your case has been created
Your support ticket is case number 00012345. We have sent you an email confirmation and our team will be in touch. You can safely close this window.
Case 00012345 (staff view)
Subject
First Aid registration — NSI verification assistance required — Alex Sample — First Aid Level 1
NSI attempts
Attempts so far: 1
NSN declaration
Has (with the legend)
NSN provided
****9990 (last 4 only)
The NSN the attendee gives doesn’t match the National Student Index. They can check again or ask for help, and asking for help raises the case. The registration is not put on hold.
Set up
Booking BK-1, attendee P-01 Alex Sample.
NSN 999999990 is made up, so it never matches.
Steps
Open the link. Page 1: Continue.
Page 2: choose “Yes, I have one” and enter NSN 999999990.
Select Check NSN. The no-match notice shows.
Select Ask us to help.
Select Ask us to help again from the same link, or reload.
Expected
The case-created screen shows the case number.
The case-created email goes to the attendee.
A second click on the same link returns the same case number. No second case is made.
Act on Behalf shows Help requested, not On Hold.
Check on the record
Case subject contains “NSI verification assistance required”.
The NSN is masked: only the last 4 digits.
Email kind EMAIL_CASE_CREATED.
Registration outcome EXITED_HELP_REQUESTED.
How it closes
Staff close it by hand.
Variants and notes
Ask us to help on page 3 (the ID check), before any search stop, raises the same case type.
CS-3
NSN search stopped: Ask us to help puts the booking On Hold
Attendee clicksUAT
Training registration
Additional DetailsStep 2 of 4
We couldn’t confirm one NZQA record. More than one National Student Index record could belong to this person.
Ask us to help
SFReg — Act on Behalf
Staff only
Registration On Hold, Awaiting Support (case 00012345)
Send new registration emailOpen registration form
Asks you to confirm before releasing the hold.
Case 00012345 after the attendee finishes
Status
Closed
Case comment
Internal comment saying the held registration was finished
The search finds more than one possible person, a merged or inactive record, or a near-miss name. The search stops, Ask us to help is the only way on, and the booking goes On Hold, Awaiting Support until staff release it.
Set up
Booking BK-1.
An NSI test record where two people match the same details (R-D in the test plan). Take it from the team’s internal NZQA test data sheet; it is not published.
Steps
Open the link. Page 1: Continue.
Page 2: choose “I don’t have one, or I’m not sure”, enter the R-D details, select Check NSN.
The search stops. Select Ask us to help.
Open a new link for the same booking.
As staff, open Act on Behalf: select Send new registration email, then Confirm.
As the attendee, finish the form from the new link.
Expected
Step 3: the case-created screen and email, and Act on Behalf shows On Hold, Awaiting Support with the case number.
Step 4: the new link shows the stop notice with the same case number. No second case.
Step 5: the hold is released and a new link email goes. The case stays open.
Step 6: the hold ends and the help case closes.
Check on the record
Rows attendeeSupportHeldAt, then attendeeSupportReleasedAt, on the booking.
Look-up attempts back to 0 after the release.
Case Status Closed with an internal (unpublished) comment.
How it closes
Closes itself when the held registration is finished.
Variants and notes
Staff using Open registration form are not stopped: they can keep searching. The hold stays.
Other stop reasons to try: merged record (R-E), inactive record (R-F), short first name such as Dave for David (R-G).
CS-4
Identity check attempts used up
Raised by the formQA, UAT
Training registration
Validate IdentityStep 3 of 4
We couldn’t match your details. You have 2 attempts left.
Check againContinue without NZQA Standards
Training registration
Validate IdentityStep 3 of 4
We couldn’t confirm your identity
We’ve tried the number of times we can, so we’ve passed this to our team. St John will be in touch about your NZQA Standards. Your course booking is not affected.
Finish my registration
Case 00012345 (staff view)
Subject
First Aid registration — Identity verification cap reached — Zanthe Quillfeather — First Aid Level 1
Attempts used
3
Last document
Driver licence
Next action
Call the attendee, record the outcome in the case notes, then complete the form with them from Act on Behalf (Open registration form has no attempt limit)
The page-3 identity check fails until the attempts allowed for the product are used up (3 unless the product says otherwise). The form raises the case itself and holds the booking on it.
Set up
Booking BK-1.
Attendee P-04 Zanthe Quillfeather, a person NSI doesn’t hold. Add a run number to the name each time.
Licence numbers AB123456, AB123457, AB123458, version 123. None of them match.
Steps
Open the link. Page 1: Continue.
Page 2: choose “I don’t have one”, select Check NSN, then Create NSN.
Page 3: driver licence AB123456, version 123. Submit.
Check again with AB123457, then AB123458.
On “We couldn’t confirm your identity”, select Finish my registration.
Reload the link.
Expected
After the last failure: the attempts-used-up screen. The case is raised and the identity failure email goes.
Page 4: “Thanks — you’re registered … our team will follow up (case 00012345).” NZQA stays requested.
The reload shows the case screen again, not a new check.
Check on the record
Case subject contains “Identity verification cap reached”.
Attempts used matches the real count.
Email kind EMAIL_IDENTITY_FAILURE, sent once per booking.
The booking is held on this case.
How it closes
Closes itself when the held registration is finished; otherwise staff close it.
Variants and notes
If staff release the hold and the attendee uses up the attempts again after the first case was closed, a new case is raised. No second email.
A repeated mismatch with the same details is refused without using an attempt.
CS-5
NSN Create fails at the end of the check
Raised by the formUAT (QA for the error type)
Training registration
ConfirmedStep 4 of 4
Your case has been created
Your support ticket is case number 00012345. We have sent you an email confirmation and our team will be in touch. You can safely close this window.
Case 00012345 (staff view)
Subject
First Aid registration — NSN Create possible match — Zanthe Quillfeather — First Aid Level 1
Failure
Reason code, friendly label, attempts of cap
Possible matches
STAFF EYES ONLY block: the records NSI returned. Never share with the attendee.
Next action
Depends on the reason: check the match, find out why attempts ran out, or look up the error in the SFReg log
The identity check passes, but creating the National Student Number fails in a way the attendee can’t fix: NSI finds a possible existing person, the create attempts are used up, or NSI keeps returning an error. The form raises the case itself; the attendee did not ask.
Set up
UAT: a person who passes the ID check but whom NSI matches at create (the “NSI duplicate answer” row of the internal test data).
QA: the error type only shows during an NSI outage.
Steps
Open the link and go through pages 1 and 2 to the Create NSN offer.
Page 3: pass the identity check.
Wait for the NSN Create answer.
Reload the link.
Expected
The case-created screen with the case number. No false “you’re registered with NZQA”.
The case-created email, the same one as CS-2.
The reload returns the same case. No second case.
Check on the record
Case subject “NSN Create possible match”, “cap reached” or “error”.
The possible-matches block appears only for a possible match.
resolvedNSN stays blank.
How it closes
Staff close it by hand once the NSN is sorted.
Variants and notes
Possible match and cap reached have never been raised in QA or UAT. Run this before the demo.
CS-6
NSN still pending after 24 hours
Scheduled jobQA
Booking after 25 hours
attendeeNSNStatus
Failed
Failure case
Raised
Case 00012345 (staff view)
Subject
First Aid registration — NSN Create NSN_CREATE_RECONCILE_FAILED — Alex Sample — First Aid Level 1
Raised by
The hourly reconcile, not the form
Attendee email
None
Sometimes NSI answers “pending” and the NSN is confirmed later. The hourly reconcile job (at :05) checks pending bookings. After 24 hours with no NSN it marks the NSN Failed and raises the case. For the next 7 days it keeps searching NSI by name; if it finds the NSN it records it, sends the confirmation and closes the case.
Set up
A booking that finished with “We’ll email your confirmation once your NSN is confirmed” (pending).
An admin backdates the pending status row by 25 hours.
Steps
Backdate the pending row.
Wait for the next reconcile at :05.
Check the booking and the case.
Expected
NSN status Failed, and one case raised.
The attendee gets no email at this point.
If NSI later finds the NSN within 7 days: the NSN is recorded, the confirmation email goes and the case closes with a staff note.
Check on the record
Case subject contains NSN_CREATE_RECONCILE_FAILED.
Only one case per booking, even across reconcile runs.
How it closes
Closes itself if the NSN turns up within 7 days; otherwise staff close it.
Variants and notes
The subject shows the raw code NSN_CREATE_RECONCILE_FAILED rather than a friendly label.
CS-7
Possible duplicate attendee
Raised by the formQA, UAT
Training registration
Additional DetailsStep 2 of 4
Check NSN
Case 00012345 (staff view)
Subject
Possible duplicate attendee — Jo Demo — First Aid Level 1
Description
Both bookings, by reference. The date of birth is not copied in.
Attendee email
None
After a page-2 submit, if another attendee on the same course session has the same first name, last name and date of birth, one case goes to the Training team to check whether one person holds two places. The attendee notices nothing: their registration goes on as normal.
Set up
A group booking with two attendees on the same course session, both named Jo Demo, with different emails (jo.demo+1@example.com, jo.demo+2@example.com).
Date of birth 30/11/2001 for both.
Steps
Attendee 1: open their link and submit page 2 with 30/11/2001.
Attendee 2: open their link and submit page 2 with the same name and date.
Attendee 2: go back and submit page 2 again.
Expected
Attendee 2 goes on to the next step with no message.
One case for attendee 2’s booking, naming both bookings.
The second submit makes no new case.
Check on the record
Case subject starts “Possible duplicate attendee”.
No date of birth in the description.
No email to either attendee.
How it closes
Staff close it by hand after checking.
Variants and notes
Never raised in QA or UAT. Run this before the demo.
CS-8
Certificate held: NZQA registration not finished
Staff action, then automaticQA, UAT
Service after Mark complete
Status__c
C (held)
Certificate hold
TRUE, NZQA_REGISTRATION_INCOMPLETE
Hold case
Raised
Case 00012345 (staff view)
Subject
NZQA registration incomplete — certificate held
Record type
NZQA Registration Hold
Linked by
Registration Hold Service
Owner
Default owner (CSC queue in UAT), not Training - Pre-Registration/NZQA Queries
SFReg — Act on Behalf
Staff only
Resend certificateRelease certificate
Not ready: the rule still says NOT_READY.
The attendee is marked complete (CR) but hasn’t finished the NZQA registration. The certificate is held at C (Competent) and a hold case is raised on the NZQA Registration Hold record type. The case closes itself when the hold ends.
Set up
Booking BK-1 with NZQA Required, form not started.
The course has run and the attendee attended (ATT).
Steps
Mark the attendee complete (Status CR).
Check the Service and the new case.
Close the hold one of these ways: the attendee finishes the form with NZQA; the attendee continues without NZQA; staff select Release certificate once the form is finished.
Expected
No certificate yet. The Service parks at C. One hold case.
Marking complete again does not make a second case.
When the hold ends: the certificate goes and the case closes with a comment giving the reason.
Check on the record
Case Status Closed and a case comment starting with the reason.
CertificateReleasedAt__c set when released.
How it closes
Closes itself in every release path.
Variants and notes
Other ways it closes: the eight-week closure (daily 10:30) opts the attendee out and sends a standard certificate; the booking is swapped, transferred or cancelled; or the certificate was already sent.
Release certificate while the form is still not finished leaves it held, with the reason.