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M21-1, Part III, Subpart ii, Chapter 4, Section E – Consolidation of Duplicate Beneficiary Identification and Records Locator Subsystem (BIRLS) Records and Corporate Records

Overview


In This Section

This section contains the following topics:
Topic
Topic Name
1
2
3
4
5

1.  General Information on Duplicate BIRLS Records


Introduction

This topic contains general information about BIRLS records, including


Change Date

May 2, 2019

III.ii.4.E.1.a.Preventing Duplication of BIRLS Records

Prior to the addition of any new Beneficiary Identification and Records Locator Subsystem (BIRLS) record, the following must be completed to avoid the creation of a duplicate corporate record:
  • select BIRLS INQUIRY in the Veterans Benefits Administration (VBA) application Share
  • input the file number for the Veteran, and
  • follow the instructions in the table below.
If …
Then …
a record is found under a file number with no Social Security number (SSN)
select BIRLS INQUIRY in Share and input the Veteran’s SSN.
a record is found under the SSN and there is another record under the file number
the BIRLS records must be consolidated using the duplicate record consolidation (DUPC) process in the Benefits Delivery Network (BDN).
no records are found under the file number
select BIRLS INQUIRY in Share and input the Veteran’s SSN.
no records are found under the SSN
select BIRLS INQUIRY in Share and input the Veteran’s service number.
Note:  Remove the SSN and/or file number from the search fields because the system will only search the service number if the SSN and file number search fields are blank.
no records are found under the service number
no BIRLS record exists and a CORPORATE RECORD INQUIRY is required.
no BIRLS records are found under the
  • file number
  • SSN, or
  • service number
select CORPORATE INQUIRY in Share and input the Veteran’s file number.
no corporate record is found under the file number
select CORPORATE INQUIRY in Share and input the Veteran’s SSN.
no corporate record is found under the file number or SSN
follow the steps in the table below.
Step
Action
1
Select CORPORATE INQUIRY in Share to determine if a corporate record exists for the Veteran.
2
Select the PERSON SEARCH tab and input the Veteran’s
  • first name
  • last name, and
  • date of birth (DOB).
3
Review
  • records that match the information provided by the Veteran
  • records with transposed digits, and
  • records that are one or two digits off the SSN provided.
  • any record found matches the name, and
  • closelymatches the file number or SSN and DOB of the Veteran
follow the steps in the table below.
Step
Action
1
Compare the record(s) found with the information provided by the Veteran.
2
Repeat the BIRLS inquiry using the file number and/or SSN found in the corporate database.
3
Determine if the SSN or file number needs correction in BIRLS or the corporate database.
none of the records are determined to belong to the Veteran
a new BIRLS record may be added.
Note:  If the Veteran reports that his/her SSN has been changed, a search using the old SSN must be completed.
References:  For more information on

III.ii.4.E.1.b.  Handling Claims That Are Associated With Duplicate BIRLS Records and Subject to NWQ Routing

Add the Duplicate Record Consolidation (DUPC) special issue indicator upon identification of a claim that is
  • associated with duplicate BIRLS records that require consolidation, and
  • subject to National Work Queue (NWQ) routing.
Reference:  For more information about adding a special issue indicator, see theVeterans Benefits Management System (VBMS) Core User Guide.

III.ii.4.E.1.c.  Consolidation of Data When Processing Duplicate Records

During duplicate records consolidation, the system combines the data contained in the identical fields of both records within the retained record.  Higher priority data has precedence over lower priority data.
Examples:
  • Complete dates replace incomplete dates.
  • REBUILT, 376, and DES indicators (in order of priority) have precedence over the NO FOLDER EST RSN codes.

Reference:  For more information on BIRLS codes, see the Share User Guide.


III.ii.4.E.1.d.  Possible Loss of BDN Data During Records Consolidation   

Each data field in BIRLS has a limited capacity.  If more data exists in the two records than can be retained in the consolidated BIRLS record, data is not retained in the system and is lost.
Example:  The system retains only three periods of service.

III.ii.4.E.1.e.  Retention of Duplicate Beneficiary Records

Beneficiary records of the canceled and retained Veteran BIRLS records are considered duplicates if the payee number and name match.
Duplicate beneficiaries are not consolidated.  Only the beneficiaries in the retained record are kept.

III.ii.4.E.1.f.  Education Claims Processed by RPOs

Education regional processing offices (RPOs) are the only offices that process education claims.  Education claims can be processed using
  • an education folder
  • 38 U.S.C. Chapter 30 folder, or
  • a Dependents’ Educational Assistance folder.
If BIRLS shows one or more education folder during a consolidation action, notify the RPO having jurisdiction over the education folder.
Reference:  For more information, see M22-4, Part II, Paragraph 8.08.

III.ii.4.E.1.g.  Corporate Records That Are Not Consolidated During BIRLS Transaction Processing

Consolidation processing in BIRLS does not consolidate master corporate records in BDN.
The table below contains the possible results in BDN of a successful BIRLS consolidation transaction.
If …
Then …
there are two master corporate records
  • the data in the retained master corporate record are kept, and
  • the data in the canceled master corporate record are lost.
Note:  It is necessary to
  • reestablish any accounts receivable from the canceled number under the retained number, and
  • manually adjust the record of the retained number for any educational entitlement used under the canceled number.
  • there are two BIRLS records, and
  • only one master corporate record
the data from the master corporate record appears under the retained claims folder number.

2.  General Information on Duplicate Corporate Records


Introduction

This topic contains general information about duplicate corporate records, including

Change Date

May 2, 2019

III.ii.4.E.2.a.  How Corporate Records and PIDs are Created

Every corporate record has a unique identifying number known as the participant identification (PID).  The PID is displayed on the Share CORPORATE INQUIRIES PERSON tab.
Corporate records are added to the database when a
  • BIRLS record is added for a Veteran
  • family member is added to a Veteran’s record, or
  • claim is established for a new Beneficiary/Claimant.
To avoid creating a duplicate corporate record, the procedures in M21-1, Part III, Subpart ii, 4.E.2.b and c must be completed prior to taking any of the actions listed above.
References:  For more information on

III.ii.4.E.2.b.  Avoiding Duplication of a Corporate Record for Veterans

Begin by selecting CORPORATE INQUIRY in Share and input the claims folder number for the Veteran, then follow the instructions in the table below.
If …
Then …
a record is found under an BIRLS generated claims number (eight digits) with no SSN
select CORPORATE INQUIRY in Share and input the Veteran’s SSN.
a record is found under the SSN and there is another record under the BIRLS generated claims folder number
the corporate records must be consolidated.
no records are found under the BIRLS generated claims folder number
select CORPORATE INQUIRY in Share and input the Veteran’s SSN.
no records are found under either the BIRLS generated claims folder number or SSN
follow the steps in the table below.
Step
Action
1
Select CORPORATE INQUIRY in Share to determine if a corporate record exists for the Veteran.
2
Select the PERSON SEARCH tab and input the Veteran’s
  • first name
  • last name, and
  • DOB.
3
Review
  • records that match the information provided by the Veteran
  • records with transposed digits, and
  • records that are one or two digits off the SSN provided.
  • any record found matches the name, and
  • closely matches
    • the file number, or
    • SSN and DOB
follow the steps in the table below.
Step
Action
1
Compare the record(s) found with the information provided by the Veteran
2
Determine if the SSN or BIRLS generated claims folder number needs correction in BIRLS or the corporate database.
none of the records are determined to belong to the Veteran
a new corporate record may be added.
Note:  If the Veteran reports that his/her SSN has been changed, a search using the old SSN must be completed.
References:  For more information on

III.ii.4.E.2.c.  Avoiding Duplication of a Corporate Record for Non-Veterans

Begin by selecting CORPORATE INQUIRY in Share and input the claims folder number for the Veteran, then follow the instruction in the table below.
If …
Then …
the family member is already listed on the ALL RELATIONSHIPS tab in Share
verify the record in the corporate database has been updated with the SSN and DOB of the family member.
the family member is notlisted on the ALL RELATIONSHIPS tab in Share
select CORPORATE INQUIRY in Share and input the SSN of the family member.
a record is found under the SSN
verify the record in the corporate database has been updated with the SSN and DOB of the family member.
no records are found under the SSN
follow the steps in the table below.
Step
Action
1
Select CORPORATE INQUIRY in Share to determine if a corporate record exists for the family member
2
Select the PERSON SEARCH tab and input the family member’s
  • first name, and
  • last name.
  • any record found matches the name, and
  • closely matches the SSN and DOB of the family member
follow the steps in the table below.
Step
Action
1
Compare the record(s) found with the family member’s information
2
  • Identify which record(s) found are a match for the family member, and
  • initiate action to update the appropriate record with the SSN and DOB.
none of the records are determined to belong to the family member
a new corporate record may be added.
Note:  If the Veteran reports that his/her SSN has been changed, a search using the old SSN must be completed.
References:  For more information on

III.ii.4.E.2.d.  Handling Claims That Are Associated With Duplicate Corporate Records and Subject to NWQ Routing

Add the Duplicate Record Consolidation (DUPC) special issue indicator upon identification of a claim that is
  • associated with duplicate corporate records that require consolidation, and
  • subject to NWQ routing.
Reference:  For more information about adding a special issue, see the VBMS Core User Guide.

III.ii.4.E.2.e.  DA Consolidation of Data When Processing Duplicate Corporate  Records

Data Architecture (DA) completes the final consolidation of corporate records.  When directed, the Awards Super User or designee should e-mail the DA point of contact (POC) with correct and incorrect records that need to be consolidated.
There are two types of corporate record consolidations.  See the table below for more information on the two types of corporate record consolidations.
Type of Consolidation
Circumstance
Result
Corporate Record Merge
The duplicate corporate record has never had any of the following elements:
  • a completed rating decision
  • an authorized award authorized, or
  • a pre-conversion master record.
  • The duplicate corporate record will be merged with the corporate record being kept.
  • Claim information and general person information will be added to the corporate record being kept.
  • The duplicate corporate record will be purged from the corporate database.
Corporate Record Deactivation
The duplicate corporate record has one or moreof the following elements:
  • a completed rating decision
  • an authorized award, or
  • a pre-conversion master record.
  • The duplicate corporate record will be deactivated.
  • All names and identifying numbers will be removed from the duplicate corporate record.
  • The PID associated with the duplicate corporate record will be associated with the corporate record being kept.
Note:  To obtain a list of the current DA points of contact, e-mail the 215A mailbox (215A.VBACO@VA.gov).
References:  For more information on

3.  BIRLS Record Consolidation Processing


Introduction

This topic contains information about BIRLS record consolidation processing, including


Change Date

May 2, 2019

III.ii.4.E.3.a.  Pre-Transaction Steps for BIRLS Consolidation

Only BIRLS data will be merged in the BIRLS consolidation process.  Before the BIRLS records are consolidated using the DUPC process, the claims processor must
  • review the corporate record(s) to determine whether it will be necessary to terminate a corporate award, and
  • receive authorization for performing the award action to terminate one of the corporate records.

III.ii.4.E.3.b.  Processing a DUPC Transaction BIRLS Consolidation

Follow the steps in the table below to process a DUPC transaction BIRLS consolidation after making any necessary determinations and completing any pre-transaction steps described in M21-1, Part III, Subpart ii, 4.E.3.a.
Step
Action
1
On the BDN READY screen, enter
  • DUPC, and
  • your password.
2
Press Enter.
Result:  The RECORD CONSOLIDATION (CON) screen is displayed.
3
On the CON screen, enter the
  • file number, and
  • names of both records to be consolidated.
4
Make sure the number and name entered on the CON screen for the retained record matches the retained BIRLS record.
Rationale:  If the name and number do not match, the system will not process the consolidation.
Notes:
  • If the system finds more than one record, the NUM screen is displayed.
  • If the system does not find a record for either file number, the transaction terminates.

III.ii.4.E.3.c.  Procedure for Consolidation of Records

Follow the steps in the table below to consolidate the records.
Step
Action
1
  • After data has been input on the BDN CON screen for the DUPC transaction, press Enter to display the retained record, and
  • make a print or screenshot of the Veteran Identification Data (VID) screen.
Note:  The system does not allow the correction of data on this screen.
2
  • Press Enter to display the canceled record, and
  • make a print or screenshot of the VID screen.
Note:  The system does not allow the correction of data on this screen.
3
Press Enter.
Result:
  • consolidation occurs, and
  • the system displays the consolidated VID screen.
4
Compare the
  • data fields of the printed VID screens, and
  • consolidated BIRLS record.
Note:  After consolidation, the updating of data fields on any screen in the retained record is accomplished by entering the individual screen name in the NEXT SCREEN field.
Exception:  Only regional offices (ROs) 101, 376, 310, and 335 can update the insurance (INS) data screen.
5
To complete the transaction, enter UPD in the NEXT SCREEN field.
6
Review the consolidated BIRLS record to verify the retained data.

III.ii.4.E.3.d.  Flash-Code Data

The miscellaneous information screen (MSC) flash-code data in the two combined records are considered equal if the flash types are the same.
If flash data cannot be stored and is lost, the message CON-DEL appears in the TYPE field in the Flash Codes section of the MSC.
Reference:  For more information on flash-code data, see the Share User Guide.

III.ii.4.E.3.e.  Guidelines for Reconciling Duplicate Claims Folder Numbers

Use the criteria found in the table below to reconcile duplicate claims folder numbers.
Note:  In all instances, cancel a claims folder number that was previously assigned on the basis of a disability insurance claim.
Important:  Any time award, rating, or corporate master record data exists on a corporate record that is not being retained, the claims processor must take screenshots of these data screens before consolidation occurs.  The screenshots must be uploaded into the electronic claims folder (eFolder) of the record being retained.
If …
Then …
entitlement to benefits has been granted
retain the claims folder number under which benefits were granted.
both of the corresponding records
  • exist based on past or current entitlement to monetary benefits, and
  • are associated with
    • active awards, and
    • a pre-conversion corporate record
retain the claims folder number associated with the compensation or pension award.
  • both of the corresponding records exist based on past or current entitlement to compensation or pension
  • one record is identified by an SSN
  • the other record is identified by a BIRLS generated claims folder number, and
  • both records are associated with a pre-conversion corporate record
  • retain the claims folder number under which the most information in the corporate record exists (longer duration of authorized benefits), and
  • terminate the erroneous recordbefore consolidating the duplicate BIRLS records.
both of the corresponding records are
  • associated with an active compensation or pension award, and
  • identified by claims folder numbers
  • retain the claims folder number under which the most information in the corporate record exists (longer duration of authorized benefits), and
  • terminate the erroneous recordbefore consolidating the duplicate BIRLS records.
  • a claim for benefits is pending
  • both of the corresponding records exist based on past or current entitlement to monetary benefits, and
  • no benefits are being paid under either record
retain the claims folder number under which the most information in the corporate record exists (longer duration of authorized benefits).
the Department of Veterans Affairs (VA) receives a claim based on the hospitalization of a Veteran with duplicate records
retain the claims folder number under which the most information in the corporate record exists (longer duration of authorized benefits).
  • one of the Veteran’s records is associated with a BDN education master record, and
  • there is a running award associated with the Veteran’s corporate record
retain the claims folder number associated with the BDN education master record.
Note:  The PID from the corporate record with the running award will be kept and associated with the claims folder number with the BDN education master record, retaining the running award data.
  • both records exist solelybecause of past or current entitlement to education benefits, and
  • only one record indicates entitlement has been used
retain the claims folder number associated with the record that indicates entitlement has been used.
  • both records exist solely because of past or current entitlement to education benefits, and
  • both records are associated with active awards or terminated awards
retain the claims folder number under which the most information in the corporate record exists (longer duration of authorized benefits).
  • both records exist solely because of past or current entitlement to education benefits
  • one record is associated with an active award, and
  • the other record is associated with a terminated award
retain the claims folder number associated with the active award.

4.  Paper Record Consolidation Actions


Introduction

This topic contains information on paper record consolidation actions, including

Change Date

June 16, 2015

III.ii.4.E.4.a.  Disposing of the Canceled Paper Claims Folder

After processing a BIRLS consolidation transaction in Share, follow the steps in the table below to consolidate records within the duplicate paper folders.
Step
Action
1
Remove all documents from the paper folder with the canceled claims folder number.
2
  • Line out the claims folder number on each document containing the canceled claims folder number, and
  • mark or stamp each piece Canceled Duplicate.
3
Write the retained claims folder number above the canceled number.
4
Combine the documents from the two paper folders in chronological order.
5
File the material on the proper flap of the paper folder with the retained claims folder number.
6
Annotate the canceled claims folder number on the outside of the retained paper folder immediately below the retained claims folder number.
7
  • Draw a single line through the canceled number, and
  • write the notation Canceled Duplicate next to the canceled number.
8
Duplicate all other markings on the canceled service treatment record (STR) jacket on the retained STR jacket.
9
Dispose of the old STR jacket under RCS VB-1, Part I, Section 3Item No. 03-092.000.
10
If any other action is required, refer the following items to the appropriate operating element
  • the material showing the canceled claims folder number and the retained claims folder number, and
  • an OF 41, Routing and Transmittal Slip, showing the actions taken in the process of consolidation and reconciliation.

III.ii.4.E.4.b.  Action to Take on the Duplicate Charge Card for a Paper Folder

Follow the steps in the table below for handling the duplicate charge card.
Step
Action
1
  • Mark the VA Form 3025, File Charge Card, for the canceled claims folder number Canceled, and
  • enter the retained claims folder number on the charge card as a reference.
2
Annotate the file charge card at the top to show the month it becomes eligible for disposal.
Note:  The charge card becomes eligible for disposal one year after the date of consolidation, as required by RCS VB-1, Part I, Section 3,Item No. 03-075.100.
3
File the charge card in proper sequence in the file bank under the canceled claims folder number.

5.  Corporate Record Consolidation Processing


Introduction

This topic contains information about corporate record merges, including


Change Date

May 2, 2019

III.ii.4.E.5.a.  Procedure for Determining Which Corporate Record to Retain

Use the table below to determine which record to retain when the Veteran has two or more corporate records.
Important:  For the purposes of this block, a pre-conversion master record is considered an award history.
If …
Then …
only one corporate record has award history
retain this record.
  • there is no award history in either corporate record, and
  • one, or both, record(s) has corporate rating history
Note:  Complete an individual CORPORATE INQUIRY command in Share for each claims folder number involved to determine which record has the most complete information.
retain the record with the most complete rating history.
  • there is no award history or rating history in either corporate record, and
  • there is evidence of claim or letter history for one corporate record
Note:  To determine which record has the most complete claim or letter history, check the letter history and notes in Modern Award Processing- Development (MAP-D).
retain the record with the most complete claim or letter history.
more than one corporate record has award history
  • retain the record with the current award
  • capture and upload the entire award line or payment history of the record that will not be retained into the eFolder being retained, and
  • capture and upload screenshots of all Share corporate inquiry screens, including any pre-conversion corporate record screens, into the eFolder being retained.
  • there is a running award for education benefits, and
  • assistance is needed to determine which record to retain
the Awards Super User or designee should contact the 215 Mailbox (215A.VBACO@va.gov).
Note:  If none of the above apply and an incorrect SSN is determined, retain the PID for the claims folder number with the correct SSN.

III.ii.4.E.5.b. Pre-Transaction Steps for Corporate Record Merge Transactions

Before the corporate records are consolidated using the CORPORATE UPDATE command

  • ensure the Veteran or dependent’s name and DOB is correct in both records, and
  • move all documents in the eFolder for all systems for the incorrect corporate record to the eFolder of the correct corporate record.
Then follow the steps in the table below.
If …
Then …
there is a running award under the incorrect record
  • terminate the award on the incorrect record
  • ensure that any overpayment under the cancelled record is reestablished under the retained record, and
  • notify the finance activity to process an 08E and 04E transaction to transfer any accounts receivable from the cancelled record to the retained record.
there are pending claims associated with the incorrect record
cancel any pending end product (EP) prior to consolidation, with establishment completed under the correct record after consolidation.
the record that will not be retained is
  • being de-activated, and
  • has MAP-D letters or Notes
  • transfer the corporate trouble ticket to the PHI SME MAP-D group to consolidate the MAP-D records
  • add the following note on the ticket’s transfer screen in CA Service Desk Manager: Please merge MAP-D records from incorrect PID [insert PID of incorrect record] to correct PID [insert PID of correct records], and
  • after that group completes the MAP-D merge, follow the instructions in M21-1, Part III, Subpart ii, 4.E.5.c, to complete the corporate record consolidation.
there are documents in the Legacy Content Manager (LCM) under the incorrect file number or SSN
submit a trouble ticket request to the YourIT service desk at YourIT@va.gov with
  • a subject line of LCM Tier 2, and
  • body text with the following request:  Please move documents from [insert incorrect file number/SSN] to the correct location in[insert correct file number/SSN].
References:  For more information on

III.ii.4.E.5.c.  Responsibilities of IPC Coach and/or Designee in the Record Consolidation Process

The Intake Processing Center (IPC) coach and/or designee is responsible for completing the actions in the table below.
Step
Action
1
Complete the BIRLS record consolidation process documented inM21-1, Part III, Subpart ii, 4.E.3.c.
2
3
Open tickets with the YourIT service desk for each duplicate record case by sending an e-mail to YourIT@va.gov with the accompanyingcorporate trouble ticket request form attached.
Use the table below to determine the subject line of the e-mail.
If the benefit being sought or received is …
Then the subject line must read …
compensation
PHI SME Compensation Corporate Record.
pension/survivor
PHI SME Pension Corporate Record.
education
PHI SME Education Corporate Record.
4
Review system applications after completion of records consolidation processing in BIRLS to ensure
  • all prerequisite work was completed, and
  • both corporate records are ready to be merged.
5
Complete the corporate record merge transaction process in M21-1, Part III, Subpart ii, 4.E.5.d, to remove the file number and SSN from the incorrect corporate record and re-associate them with the correct corporate record.
If working a
  • pension management center (PMC) case, proceed to Step 9, or
  • compensation case, proceed to the next step.
Notes:
  • This action must be completed by designated employees that have been provided authority and access to use the CORPORATE UPDATE command in Share.
  • For PMCs, this action must be completed by the PMC designated employee.
6
If the request is to
  • merge the Veteran’s records, close the YourIT ticket, or
  • de-activate records or merge dependent records, change the ticket status to “Fix in Progress.”
Note:  Status updates can only be performed by employees who are
  • authorized to use the CA Service Desk Manager application, and
  • assigned the ‘Default Analyst’ role within the application.
7
Prepare and update the trouble ticket spreadsheet with the information below
  • Veteran’s name
  • Payee
  • CPD/CPL
  • Beneficiary SSN
  • DOB
  • PID to retain
  • incorrect PID
  • YourIT ticket number, and
  • comments, such as: merge duplicate records; deactivate incorrect PID and transfer SSN;  merge dependent’s records.
8
Send the completed trouble ticket spreadsheet to the DA team.
Continue to Step 10.
Notes:
  • The employee authorized to perform the CORPORATE UPDATE command is responsible for e-mailing the spreadsheet.
  • To obtain a list of the current DA POCs, e-mail the 215 mailbox (215A.VBACO@va.gov).
9
Request the trouble ticket number from YourIT and submit the trouble ticket form to YourIT.
Notes:
  • DA will only process requests submitted by designated employees of Pension and Fiduciary Service.
  • If the award can be processed without the merge request P&F Service will close the ticket. If the award cannot be processed or the incorrect PID needs to be made inactive, P&F Service will keep the ticket open and update the ticket to Fix In Progress.
  • Once the ticket is complete, P&F Service will close the ticket.
10
Identify any systemic issues that are creating duplicate records locally.
11
Provide feedback or training to the development and/or authorization activities on any systemic irregularities found during review of DUPC process.
12
Ensure the tracking and establishing of any award overpayment and/or recoupment actions are completed.
Note:  For compensation cases, the YourIT ticket will be

  • closed, if DA is correcting the Veteran’s duplicate PID during the corporate record merge process, or
  • kept open, until DA confirms the successful dependent record merge or PID deactivation, for cases involving duplicate
    • dependent PIDs, and
    • Veteran PIDs with pre-converted master records, prior rating data, or prior award data.

Reference:  For more information or additional questions, the Awards Super User or designee should contact the


III.ii.4.E.5.d. Performing a Corporate Record Merge Transaction

The table below contains instructions for performing a corporate record merge transaction.
Step
Action
1
Select the CORPORATE UPDATE command in Share.
2
Change the CORPORATE UPDATE radio button to PARTICIPANT ID.
3
Enter the PID for the incorrect record and select SUBMIT.
4
Remove the claims folder number and select UPDATE.
5
Remove the SSN and select UPDATE.
6
Enter the PID for the correct record and select SUBMIT.
7
Add the correct BIRLS generated claims folder number or SSN and select UPDATE.
8
If the SSN field is greyed out and cannot be edited
  • use Participant Profile to change the SSN from Verified toUnverified, and
  • repeat Steps 1 through 6.

III.ii.4.E.5.e.  Error Message in Performing Corporate Record Merge

If an error message is received while performing a corporate record merge, contact the corporate record merge analyst for assistance.  To locate the correct analyst, contact the 215 Mailbox (215A.VBACO@va.gov).
Note:  If a GUIE50032 ERROR message is received, a VINQ IDX function may need to be performed in BDN.  Contact VNAWARDINDEX.VBACO@va.gov to request completion of a VINQ IDX action.

III.ii.4.E.5.f.  Trouble Ticketfor Errors and Issues Associated With the Corporate Record Merge

The corporate record merge analyst may determine that additional assistance is required from another business line.  The corporate record merge analyst will assist the RO employee in determining which application is at fault.   Common issues may include
  • pending issue files that will not clear
  • EPs that cannot be accessed or viewed, and
  • corrupted BIRLS records.
Note:  While the corporate trouble ticket request form is use to request a corporate record merge, errors and issues that occur during the corporate record merge process do not require completion of the form.  An e-mail should be sent to the YourIT service desk, as indicated in M21-1, Part III, Subpart ii, 4.E.5.g.

III.ii.4.E.5.gTrouble Ticket Jurisdiction for Errors and Issues Associated With the Corporate Record Merge

Request a trouble ticket by sending an e-mail to YourIT@va.gov.  In the Subjectline of the e-mail, specify the proper jurisdiction that is responsible for resolution of the problem based on the specific application that is causing the corporate record merge issue.
If the application responsible for the issue is …
Then the subject line of the e-mail must show …
VBMS
VBMS Tier 2 Support.
Share
PHI SME Share.
Control of Veterans Records System (COVERS)
PHI SME COVERS.
Veterans Services Network (VETSNET)
BPS VETSNET 2 Support.
BIRLS
BPS BIRLS Support.
MAP-D
PHI SME MAP-D.
BDN
PHI SME BDN WIPP.
EDUCATION
PHI SME Education Corporate Records.
LCM
LCM Tier 2.
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