We've run into a bit of an issue with a user mid March that looks to have changed their home country setting to a setting that has triggered the sanctions process and thus they have been deactivated.
It confused us at first, as we didn't know why they were inactive and didn't recognise the ETSC-101 text in their forename. We had of course been in and checked their settings and there was nothing out of place, it was set to blank or GB in country settings etc.
We raised a call and was told it was because of the sanctions block, and we would need to go through compliance to get the account unlocked, but we were confused because we knew about the sanctions rules via the email from Concur in April 23 that would kick in on June 11th, and in May and early June we had run the extended employee report and exported the details for all of our users.
This is were it gets a bit messy; I'd been through the lists and sorted the data via the Work Country field as I thought at the time that was the trigger, not know fields like Home Country, Passport nationality etc could also trigger it, and so I'd made edits to a few accounts and thought it was done for that period. In this instance it was a Home Country setting, and on 30/06/23 it triggered the account lock.
Fast forward to 2 weeks ago and we get the issue with a user as mentioned above. We have questions about how the profile was set with a sanctions country in place as when we looked it was clear, and on a call I'm shown an audit log that shows that *I* apparently made the change on 02/06/23 at 1:33am... which is weird as I didn't run the report that sent me to that profile until 9:29am on 02/06/23. I don't know the user, until a week ago I'd had no interaction with them and had no idea what their country of origin was, so why would I go into their account and put their home country in if I had no idea what it was?!
In the log it shows my ID against the user with the home country setting being in place, and then it gets blanked out for a few lines, and then its set to GB.
That explains why when I looked to see if any of their country settings were on the no-go list were in place I didn't see it, as it was blanked out via the system (apparently it purges that data on inactive accounts). At that time I was trying to get the account live again and didn't know it was blocked so I set the countries to UK and took out the deactivation date and resaved, but it reverted. That's how GB got in there however.
We are almost certain that the user set their home country pre 02/06/23 as I, and my team, simply didn't know that info to put it in even if we wanted to do so. However every time I ask support for pre 02/06/23 audit details for the user they just keep repeating themselves, telling me I did it, even though I'm pointing out the changes made via my ID were made AFTER the report we have showing that problem country was already in place.
I've had a voice call and multiple updates to the call but they don't seem to understand our request for profile data pre 02/06/23 for this user. There must be audit data for them, and at this point Concur are blaming us for it, even though doing it would be counter to what we were trying to achieve, and its getting somewhat political as from the users POV it is a form of discrimination as they have been blocked from a service simply due to their original country of birth (which they have not been too or visited in many years!).
It's been mentioned I can go through the complaints team as support might simply not have the access to the back end we need to see the data we are after. Any suggestions?
