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Inappropriate Submitters

How to Begin

The following circumstances qualify as Inappropriate Submitters issues:

  • Policy issue/concern/abuse/deceased born within 110 years
  • Disaster victims (such as victims of Pearl Harbor, 9/11)
  • Resolving conflicts in FT between patrons
  • Famous (such as celebrities, biblical, fictional, or royalty born after 1500)
  • Non-member concern
  • Patron states ordinances completed by possible inappropriate submitter
  • Inappropriate data changes
  • Advertisement/solicitations
  • Questions about same sex marriages

Note: The email template titled Same sex relationships addresses general questions about same sex marriages.

 

Admin Labels Dispatching

Issue Type

Resolution
Sensitive issues — Family Request Jewish, Famous Jewish, or Preemptive Jewish Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Sensitive issues — Auto preemptive Holocaust, Holocaust, or Preemptive Holocaust Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Membership — Set OAR Refer to the Special Circumstances instruction.
Membership — Hide Ordinances Refer to the Membership instruction (only if membership records indicates living).
Misc. — Confidential Refer to the Restricted Read Only instruction.
Sex — Change — Set OAR HCO Refer to the Incorrect Sex instruction.
Sensitive Issue— Country Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Sensitive Issue — Early Church Leader Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Sensitive Issue — Historical Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Sensitive Issues — GA Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Sensitive Issue — FLDS/Other Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Sensitive Issue — Historical Refer to your multiarea’s escalation process to create a Data Security Triage Jira.
Inappropriate Submissions — Tinney Refer to the Inappropriate Submitters instruction.
Pre—1500 or Pre—200 Refer to the Pre­–1500 instruction.

Note: All of North America’s Inappropriate Submitter issues are handled by the Europe/North America Data Security team. These issues go to Data Security Triage Jira.
Note: Occasionally a PID has multiple Admin labels. If this is the case, escalate the issue.

 

Handling Inappropriate Submitters Issues

Tools

  • Data Admin 4, 5, 6
  • DMConsole
  • Family Tree
  • ISA or Account Manager
  • Google
  • Jira
  • Monday.com
  • FamilySearch Community

Preliminary Steps

  1. Based on the multiarea’s escalation process, find escalated issues in Jira, Monday.com, or Community.
  2. As appropriate for the tool (Jira, Monday.com, or Community) indicate you are working the issue.
  3. Begin working on the oldest issue first.
  4. Evaluate the explanation of the issue.
  5. Ask for more information, if needed.

  6. Using DMConsole and the provided PID, check for any admin labels.

    Note: If an issue needs to be escalated or moved, please post a note, if appropriate, with an explanation as to why it is being escalated and follow the multiarea’s escalation process.

  7. Reference other job aids or resources as needed to address the issue.

 

110-year Issues

Refer to Inappropriate Submitters—How to Begin instruction for inappropriate submitter issues handling instructions and preliminary steps. You may also need to refer to additional instruction to assist you in handling these issues.

Additional instruction:

  • Addendum: Printing Ordinance Cards 
  • Addendum: Release Reservations 

Note: If an issue needs to be escalated or moved, please post a note with an explanation as to why it is being escalated.

 

110-year Questions

Reservations Potentially Made Against Policy

  1. If the reservation has been made since June 2021, copy and paste the PID into the Jira search box.

    Note: Reservations made between June 2019 and June 2021 used to be researched in the Salesforce Archive tool, but the Salesforce Archive tool is no longer available.

  2. Check to see if there is an approved 110—year issue.

 

No Approved Issue

  1. Check for any completed ordinances.
  2. Check to see if there are any reservations visible in DMConsole.
    • If there are reservations visible in DMConsole, continue to step 5. 
    • If there are no reservations visible in DMConsole, follow the steps in the No Reservations Visible in DMConsole section:  
  3. Check to see if the person that holds the reservations falls under the 110 Cultural Guidelines.
  4. See Addendum: Release Reservations.
  5. If the completed ordinances match the timeline of the reservations, follow the steps below:
    • In DMConsole, enter the PID of the record in the universal search bar.  
    • Go to the Ordinances page.  
    • Select the CTR ID for the ordinance to be invalidated.  
    • Select the Edit button.  
    • Change Completed to Invalid.  
    • Select Save.  
    • Select a reason for invalidating the ordinance. It is encouraged (and sometimes required) to put something in the Reason Text.  
    • Select Submit.  
    • Confirm in DMConsole and Family Tree that the ordinance no longer shows.  

    Note: DMConsole and Family Tree may take a couple of minutes to recalculate.
    Note: If there are multiple CTRs for the same ordinance date and temple, all need to be invalidated for the ordinance in question.

  6. In Zendesk, send the guest an email using the appropriate template. (Follow the instructions listed in the Relationship Falls Under the Cultural Guidelines below.)
  7. Mark the ticket as solved.

 

No Reservations Visible in DMConsole

  1. To request a query, open DMConsole
  2. Select Data Admin 6 from your name dropdown list.
  3. Click Tools.
  4. Click RFT Queries.
  5. For a new query, click the New Query button. Select Query from the function list.
  6. Enter the alphanumeric or numeric data in the parameter field.
    Note: Under Parameter Field, it will indicate what data is needed such as person ID or contributor ID.
  7. Click Submit. Depending on the number of results, it may take time to finish.
  8. There are four possible icons to indicate status or available actions.
    1. Refresh: Refreshes a query or indicates a query is still running.
    2. Eye: Preview of the first part of the query data.
    3. Download Arrow: Download all query results.
    4. Trash Can: Delete a query.
  9. Check for the completed ordinance dates.
  10. Look in the assigned_by column.
  11. Copy the assigned_by number by selecting in the box, dragging your mouse across the box slightly (it will add a black border around it), and press Ctrl C to copy it.
  12. Paste the number into DMConsole search bar. Make sure to put u. before the number.
    Note: If quotation marks appear, delete the quotation marks around the number and search again.
  13. Select Relationship Calculator.
  14. Copy and paste the PID in question into the box on the right.
  15. Calculate the relationship and determine if the relationship falls under the Cultural Guidelines.
    1. If there is no relationship that falls under the cultural guidelines, continue to step 18.
    2. If there is a relationship that falls under the cultural guidelines, follow the steps in the Relationship Falls Under the Cultural Guidelines section.
  16. In DMConsole, enter the PID of the record in the universal search bar.
  17. Go to the Ordinances page.
  18. Select the CTR ID for the ordinance to be invalidated.
  19. Select the Edit button.
  20. Change Completed to Invalid.
  21. Select Save.
  22. Select a reason for invalidating the ordinance. It is encouraged (and sometimes required) to put something in the Reason Text.
  23. Select Submit.
  24. Confirm in DMConsole and Family Tree that the ordinance no longer shows.
    Note: DMConsole and Family Tree may take a couple of minutes to recalculate.
    Note: If there are multiple CTRs for the same ordinance date and temple, all need to be invalidated for the ordinance in question.
  25. In Zendesk, send the guest an email using the appropriate template. (Follow the instructions listed in the Relationship Falls Under the Cultural Guidelines below.)
  26. Mark the ticket as solved.

 

Relationship Falls Under the Cultural Guidelines

In Zendesk, send the guest an email using the appropriate template.

  1. In the Zendesk ticket for the issue, at the bottom of the screen, verify that the guest’s email address is in the To field.
    Note: If you need to edit the email address, click the pencil icon next to the guest’s name and email address.
  2. Be sure to read the contents of a data quality ticket in order to pick an appropriate template to use.
  3. When you are ready to respond to the guest, you will find the list of data quality email templates at the bottom left corner of an open ticket.
  4. Click the Apply Macro option, and choose the correct data quality topic.
  5. After selecting the topic, find the language you need.
    Note: You will not see every language listed when you click on the Apply Macro option. You will only see the languages that you are assigned to.
  6. Once you select the correct language, you can find the exact data quality template that you need. To locate the appropriate template, you can scroll through the list to click on the template you need.
    Note: If you hover over the name of the email template, the description box appears. This provides a short description of the template. Keep in mind that when you search for a template in a language other than English, the description box shows the title of the template in English.
  7. When you locate the correct template, click on it so that the contents of the template automatically appear in the text editor of the open ticket.
    Note: If you select the wrong template and need to use another template, use your mouse to highlight the text and then delete all template text currently in the reply section. If you do not delete the template text and you select a second template while a previous template shows in the reply section, the new template will insert itself wherever your cursor was when you switched templates.
  8. If you have questions about whether you should alter the contents of an template, contact your team lead. The items within a template that can be altered are identified by brackets.
    Note: Emojis do not mean the same thing in all cultures and languages so it is best to avoid using emojis in your response to the guest. Always maintain a professional decorum with the guest.
  9. If you need to add an attachment to the issue, click the paperclip icon below the reply section, and select the file you need to send to the guest. The template may also indicate that an attachment is needed by using brackets. For example, if a copy of a letter should be sent to the guest, you would see [Copy of the letter sent to member] in the body of the template. The link icon allows you to add a hyperlink to another URL or website, if needed.
  10. To finalize the ticket, follow your area's guidelines for working data quality issues and then submit the ticket according to those guidelines. These may include:
    • Adding a title in the RE line of the template.
    • Reading the contents of the template to ensure it is correct for the situation.
    • Submitting the ticket using the appropriate label (such as Open, Pending, On Hold, or Solved).

    Note: The default option for sending a template is Submit as New. Do not use the Submit as New option. Use another option, such as Submit as Open. Selecting Submit as Open will send the message to the guest and change the status of the ticket to Open. You will see the updated status at the top of the screen. Use the drop-down arrow next to the Submit as button to select the appropriate action from the list. If you click Submit as Solved, the issue will be closed in 30 days. There is no other option to close a ticket.

 

110-year Reservations with Birth Year Change

There is a query being done in Family Tree—If a deceased person’s reservations are made, and then the birth year is changed to being within the last 110 years, the PID is put in a queue within DMConsole. When these records are put into the queue, a restriction is added to the record so that the temple cards cannot be printed. The admin label is Inappropriate Submissions – 110-year birth change.

In this queue, there is a list of members of the Church who are changing the birth year on individual records within Family Tree to bypass the First Presidency’s 110-year policy.

  • Some of them just change the birth year to outside of the 110 year, reserve the ordinances, and leave it that way. Then another guest changes the birth year back to within the 110 years and the record comes into this DMConsole queue.   
  • Other guests change the birth year, reserve the ordinances, then changes it back. Both scenarios put the record into this queue.

 

Roles, Permissions, and Tools

  • DMConsole 
  • Data admin role: DataAdmin 4, 5, or 6 
  • FamilySearch Family Tree, Person page change history 
  • Zendesk
  • CDOL (to get contact information for guest’s priesthood leader) 
  • Spreadsheet  

Note: If you need access to the spreadsheet reach out to Kaylene Williams.

 

Resolve the Issue

A spreadsheet has been created with the PIDs of the records that have had the birth year changed and the guests who reserved the ordinances. The spreadsheet can be found here. The spreadsheet is organized byteam leads or locations where the guests reside.

  1. Members who do these actions, need to be contacted.

    Note: Currently, for North America, if an individual changes data on more than 3 persons:

    • Their FamilySearch account is disabled 
    • They are emailed 
    • Their bishop is contacted (for other areas, you may contact the appropriate priesthood leader, branch president, bishop, stake president or district leader)   

    Normally, their account is disabled for a minimum of 6 months. This is because they are intentionally being deceptive to bypass a First Presidency policy. However, we do work with the Priesthood Leader and support him in what he feels is best for his member. (For some of our guests who have done a large amount of these, their accounts are disabled for at least 1 year.)

  2. You can keep track of who you contact as you wish on the tab that is your responsibility. If you need any assistance in disabling FamilySearch accounts, please feel free to see the Inappropriate Submitter – 110-Year Issues job aid instructions or contact Kaylene Williams.

    Note: There are four different letters.

    • Account Disabled–Reservations Related–use this template when you disable the account and the guest was related to the persons they reserved.   
    • Account Disabled–Reservations not Related–use this template when you disable the account and the guest was not related to the persons they reserved.  (Check other reservations on their list to see if they are related.) 
    • Account Not Disabled–Reservations Related–use this template when you do not disable the account and the guest was related to the persons they reserved.   
    • Account Not Disabled–Reservations Not Related–use this template when you do not disable the account and the guest was not related to the persons they reserved. 
  3. Remove the reservations for the records on the spreadsheet and remove the label.
  4. For those whose accounts are disabled, remove all their reservations, as discussed in the letter. You can get the RANs for doing this through RFT Queries.
  5. To request a query, open DMConsole.
  6. Select Data Admin 6 from your name dropdown list.
  7. Click Tools.
  8. Click RFT Queries.
  9. For a new query, click the New Query button. Select Query from the function list.
  10. Enter the alphanumeric or numeric data in the parameter field.
    Note: under Parameter Field, it will indicate what data is needed such as person ID or contributor ID.
  11. Click Submit. Depending on the number of results, it may take time to finish.
  12. There are four possible icons to indicate status or available actions.
    1. Refresh: Refreshes a query or indicates a query is still running.
    2. Eye: Preview of the first part of the query data.
    3. Download Arrow: Download all query results.
    4. Trash Can: Delete a query.

 

Email Macros

These email macros have been submitted for translation. They are currently available in English in the Inappropriate Submitters templates.

Account Disabled–Reservations Related

Based on our research, it appears that you are actively involved in using FamilySearch. We appreciate your interest in using the site. However, our records also indicate that you submitted a number of individuals for proxy temple ordinances who were born within the last 110 years. Also, it appears that you deliberately altered their birth dates in order to reserve their ordinances.

This has resulted in the disabling of your FamilySearch Account. You can work with your bishop regarding your account.

Church policy states for individuals born within the last 110 years, if you are related but not a spouse, child, parent, or sibling of the deceased, please obtain permission from the closest living relative before doing the ordinances. The closest living relatives are: an undivorced spouse (the spouse to whom the individual was married when he or she died), an adult child, a parent, or a sibling.

All temple ordinance reservations on your reservations list will be removed. We ask that you destroy any cards you printed for these individuals, and that you not do any of their temple work.

When you registered for FamilySearch, and each time you submit individuals for temple work, you certify that you have read, understand, and will abide by Church policies. Submitting names contrary to First Presidency policy is not in harmony with the sacred nature of this work.

We encourage you to become familiar with and abide by all applicable policies, which can be found in the following places:

We appreciate your interest in family history, but it is important to follow the policies that are in place.
Account Disabled–Reservations not Related

Based on our research, it appears that you are actively involved in using FamilySearch. We appreciate your interest in using the site. However, our records also indicate that you submitted one or more individuals for proxy temple ordinances who were born within the last 110 years. Also, it appears that you deliberately altered their birth dates in order to reserve their ordinances.  

This has resulted in the disabling of your FamilySearch Account. You can work with your bishop regarding your account.

When you registered for FamilySearch, and each time you submit individuals for temple work, you certify that you have read, understand, and will abide by Church policies. Submitting names contrary to First Presidency policy is not in harmony with the sacred nature of this work.

Church policy states for individuals born within the last 110 years, if you are related but not a spouse, child, parent, or sibling of the deceased, please obtain permission from the closest living relative before doing the ordinances. The closest living relatives are: an undivorced spouse (the spouse to whom the individual was married when he or she died), an adult child, a parent, or a sibling.

The reservations have been removed for the listed individuals. If there are other reservations on your list where you intentionally changed the birth date to bypass the First Presidency policy, please remove those reservations and destroy the cards.

Additionally, we note that you are not related to many of the individuals on your reservations list. A letter issued by the First Presidency dated February 29, 2012, states:

"Our preeminent obligation is to seek out and identify our own ancestors. Those whose names are submitted for proxy temple ordinances should be related to the submitter."

We encourage you to become familiar with and abide by all applicable policies, which can be found in the following places:

We appreciate your interest in family history, but it is important to follow the policies that are in place. In order to retain your FamilySearch account, please bring your account into compliance with Church policy as soon as possible, including your reservations list, and please do not change the data in FamilySearch to bypass policies.
 Account Not Disabled–Reservations Related

Based on our research, it appears that you are actively involved in using FamilySearch. We appreciate your interest in using the site. However, our records also indicate that you submitted one or more individuals for proxy temple ordinances who were born within the last 110 years. Also, it appears that you deliberately altered their birth dates in order to reserve their ordinances.  

When you registered for FamilySearch, and each time you submit individuals for temple work, you certify that you have read, understand, and will abide by Church policies. Submitting names contrary to First Presidency policy is not in harmony with the sacred nature of this work.

Church policy states for individuals born within the last 110 years, if you are related but not a spouse, child, parent, or sibling of the deceased, please obtain permission from the closest living relative before doing the ordinances. The closest living relatives are: an undivorced spouse (the spouse to whom the individual was married when he or she died), an adult child, a parent, or a sibling.

The reservations have been removed for the listed individuals. If you have printed a family ordinance card for these persons, please destroy them. If there are other reservations on your list where you intentionally changed the birth date to bypass the First Presidency policy, please remove those reservations and destroy the cards.

We encourage you to become familiar with and abide by all applicable policies, which can be found in the following places:

We appreciate your interest in family history, but it is important to follow the policies that are in place. In order to retain your FamilySearch account, please bring your account into compliance with Church policy as soon as possible, including your reservations list, and please do not change the data in FamilySearch to bypass policies.
Account Not Disabled–Reservations Not Related

Based on our research, it appears that you are actively involved in using FamilySearch. We appreciate your interest in using the site. However, our records also indicate that you submitted one or more individuals for proxy temple ordinances who were born within the last 110 years. Also, it appears that you deliberately altered their birth dates in order to reserve their ordinances.  

When you registered for FamilySearch, and each time you submit individuals for temple work, you certify that you have read, understand, and will abide by Church policies. Submitting names contrary to First Presidency policy is not in harmony with the sacred nature of this work.

Church policy states for individuals born within the last 110 years, if you are related but not a spouse, child, parent, or sibling of the deceased, please obtain permission from the closest living relative before doing the ordinances. The closest living relatives are: an undivorced spouse (the spouse to whom the individual was married when he or she died), an adult child, a parent, or a sibling.

The reservations have been removed for the listed individuals. If you have printed a family ordinance card for these persons, please destroy them. If there are other reservations on your list where you intentionally changed the birth date to bypass the First Presidency policy, please remove those reservations and destroy the cards.

Additionally, we note that you are not related to many of the individuals on your reservations list. A letter issued by the First Presidency dated February 29, 2012, states:

"Our preeminent obligation is to seek out and identify our own ancestors. Those whose names are submitted for proxy temple ordinances should be related to the submitter."

We encourage you to become familiar with and abide by all applicable policies, which can be found in the following places:

We appreciate your interest in family history, but it is important to follow the policies that are in place. In order to retain your FamilySearch account, please bring your account into compliance with Church policy as soon as possible, including your reservations list, and please do not change the data in FamilySearch to bypass policies.

Disaster

Refer to the How to Begin section for inappropriate submitter issue handling instructions and preliminary steps. You may also need to refer to additional instructions to assist you in handling these issues.

Note: If the record has a label (such as, disaster, mass casualties, tragedy, terrorist attack, military/war) and the guest is inquiring about the ordinances not being available, use the proper email template and add the ordinance information according to the relationship between the individual on the record and the inquiring guest.

  • If the guest is directly related to the individual on the record, provide the guest with the dates of the completed ordinances.  
  • If the guest is a distant relative, inform the guest that the ordinances have been completed but do not provide additional details. 
  • If the guest is not related, no information should be provided to the guest. 

Note: If an issue needs to be escalated, refer to your multiarea’s escalation process to create a Data Security Triage Jira.

 

Resolving a Disaster Issue

  1. Look up the guest in DMConsole by using their username. Search for the email in DMConsole first since the guest may be listed on the changes. If no email is listed in DMConsole, check in Account Manager.
  2. Use the Relationship Calculator tab to see if there is a relationship between the guest and the record they are asking about.
    • Have available an identifier for the guest and the PID of the record in question. 
    • In DMConsole, click the Relationship Calculator tab.  
    • Paste the PID of the record in question into the box on the right and click the Calculate button. 
    • If no relationships appear in the relationship box, follow the steps in the None Appears in the Relationship Box section. 
    • If a relationship appears in DMConsole, continue to step 3. 
  3. Check to see if the ordinances are completed.
    • Click the Ordinances tab in DMConsole. 
    • If there are any ordinances that say ready, they need to be completed. 
    • Duplicate records, however, may show that they need to be completed. 
    • If the guest is directly related, refer to the Ordinances Are Not Complete – Disaster section. Be sure to check 110-year rule before printing ordinance cards. 

    Note: If the person is a very well-known person, it may take a while for the ordinances page to load, and there will be multiple ordinances repeated.

    • On the Ordinances tab, click to place a checkmark in the box next to Show Effective Only to double check that all ordinances are done. 
    • If ordinances are not complete, follow the steps in the Ordinances Are Not Complete – Disaster section. 
    • If ordinances are complete, continue to step 4. 
  4. Prepare an email to the guest using the Inappropriate Submitters Not Available, Ordinances Complete template.
  5. Copy the name and PID of the record and paste it into the RE: subject line.

 

None Appears in the Relationship Box

  1. Prepare and email to the guest using the Inappropriate Submitters Record Will Show ‘Not Available’ template.
  2. Copy the name and PID of the record and paste it into the RE: subject line.

 

Ordinances Are Not Complete – Disaster

Note: Be wary of guests who are distantly related asking about people who have died fairly recently.

Check the birth year of the record to see if it falls within the 110-Year Policy.

  • Outside of 110 Years: See Addendum: Printing Ordinance Cards and Addendum: Release Reservations.  
  • Within 110 Years: If they are not a child, spouse, parent, or sibling: 
    • Prepare an email to the guest using the Requestor Did Not Provide All Information template. 
    • Copy the name and PID of the record and paste it into the RE: subject line. 

 

Members

Occasionally, a guest will ask about their relative, who was a known member of the Church, and ask that their ordinances be visible in FamilySearch. Refer to the Inappropriate Submitters—Special Circumstances—Members instruction.

Check to see if there is a member version of the label. If so, add the member label and remove the other label.

 

Family Tree Disputes

Refer to the How to Begin section to review inappropriate submitter issue handling instructions and preliminary steps.
Note: Most of these issues will come through Jira. If an issue needs to be escalated or moved, please post a note with an explanation as to why it is being escalated.

 

Resolving a Family Tree Data Issue

  1. Assign the issue to yourself from the Report Abuse Jira project.
  2. Read the issue description.
  3. Look up the PID in Family Tree.
  4. Check the record details for anything obviously incorrect.
  5. Review the latest changes in Family Tree or the Changes tab in DMConsole.
  6. Here are some ideas of what to look for: 
    • Data terrorism 
    • Merges are not a match, two different records 
    • Profanity 
    • Solicitations/Advertisements 
    • Changing records to characters 
    • Removing genealogical data

 

No Evidence of the Above

If you do not see evidence of the above, but you do see evidence of not being able to agree to disagree, conflicts not being resolved, or arguing over minor changes, do the following:

  1. Email the guest using the method in which the issue was received.
  2. For issues that came through Jira, do the following:
    1. Go to the issue in Jira and Email the guest using the Tree Disputes—to Guest email template.
    2. On the top right of the issue window, click the Email button.
    3. Type in an email address or select a recipient from the drop-down list.
    4. From the email template drop-down, select the appropriate email template.
  3. Edit the template with necessary information by following these steps:
    1. Click Preview. 
    2. Select and copy the email template contents. 
    3. Close out of the email preview. 
    4. Paste the copied contents into the custom email field. 
    5. Make the necessary edits within the custom email field. 
  4. Copy and paste the name and PID of the record in question into the email subject line.
    Note: You may need to remove some paragraphs/information based on what the guest has said in their issue description, such as messaging.
  5. Click the Send button to send the email.
  6. Select Done to close the issue in Jira.
    Note: Selecting the done option will automatically close the issue.
  7. Log your work by posting in the comments field located below the activity section of the issue summary.

 

Evidence of the Above

If abuse is found (such as profanity, inappropriately removing genealogical data, data terrorism, calling out another guest in possibly the Change Reason or Life Sketch, offensive or embarrassing content for close living family members), do the following:

Data Terrorism, Restore Inappropriate Changes

  • Navigate to FamilySearch.org and login as Data Admin 4, 5 or 6.
  • Go to the Person Details page, navigate to Latest Changes, and select Show All.
  • Find the data that was inappropriately changed and click Restore.
  • Select the next Restore button.
  • Go to DMConsole and search the offending guest to find their name, email address, CIS ID, and phone number.

Hide Inappropriate Statements 

  1. Go to DMConsole and select the Changes tab.
  2. Find the inappropriate statement(s) and select the Hide button.

Send the Guest a Response

Email the guest using the method in which the issue was received.

For issues that came through Jira, do the following:

  1. Go to the issue in Jira and Email the guest using appropriate email template.
  2. On the top right of the issue window, click the Email button.
  3. Type in an email address or select a recipient from the drop-down list.
  4. From the email template drop-down, select the appropriate email template.
  5. Edit the template with necessary information by following these steps:
    • Click Preview. 
    • Select and copy the email template contents. 
    • Close out of the email preview. 
    • Paste the copied contents into the custom email field. 
    • Make the necessary edits within the custom email field. 
  6. Copy and paste the name and PID of the record in question into the email subject line.
    Note: You may need to remove some paragraphs/information based on what the guest has said in their issue description, such as messaging.
  7. Click the Send button to send the email.
  8. Select Done to close the issue in Jira.
    Note: Selecting the done option will automatically close the issue.
  9. Log your work by posting in the comments field located below the activity section of the issue summary.

Offending Guest - Depending on the Situation, Educate or Disable Their Account

Note: Accounts are disabled when profanity is used.

  1. First, find search for the email in DMConsole since they will be listed on the changes. If no email is listed in DMConsole double check in Account Manager.
  2. Determine if the account should be disabled or if the guest should be educated. If the account is to be disabled refer to Restricting User Account job aid.

If Educating A Guest, Template Depends on What Guest Did

Email the guest using the method in which the issue was received.

For example:

  • Tree Disputes – Alleged Offender 
  • You may need to remove content in the email that does not apply to the specific issue. 
  • Sourcing guidelines 
  • Advertisement/Solicitation – FamilySearch 
  • Inappropriate Comments  
  • Notes and Symbols in the Name Field 
  • Terms of Use 
  • Living Marked Dead – Rights of Privacy 

For issues that came through Jira, do the following:

  1. Go to the issue in Jira and Email the guest using appropriate email template.
  2. On the top right of the issue window, click the Email button.
  3. Type in an email address or select a recipient from the drop-down list.
  4. From the email template drop-down, select the appropriate email template.
  5. Edit the template with necessary information by following these steps:
    • Click Preview. 
    • Select and copy the email template contents. 
    • Close out of the email preview. 
    • Paste the copied contents into the custom email field. 
    • Make the necessary edits within the custom email field.
  6. Copy and paste the name and PID of the record in question into the email subject line.
    Note: You may need to remove some paragraphs/information based on what the guest has said in their issue description, such as messaging.
  7. Click the Send button to send the email.
  8. Select Done to close the issue in Jira.
    Note: Selecting the done option will automatically close the issue.
  9. Log your work by posting in the comments field located below the activity section of the issue summary.

 

Famous

Refer to the How to Begin for inappropriate submitter handling instructions and preliminary steps. You may also need to refer to additional instructions to assist you in handling these issues.

Additional instructions:

Note: If the record has a label and the guest is inquiring about the ordinances not being available, use the proper email template and add the ordinance information according to the relationship between the individual on the record and the inquiring guest.

  • If the guest is directly related to the individual on the record, provide the guest with the dates of the completed ordinances.  
  • If the guest is a distant relative, inform the guest that the ordinances have been completed but do not provide the guest additional details. 
  • If the guest is not related, then no information should be provided to the guest.

 

Famous, Famous Family, Famous Other, or Royalty

Before beginning, you need a Data Admin 3 role or higher in DMConsole.

  1. Look up the guest in DMConsole by using their username. Search for the email in DMConsole first since the guest may be listed on the changes. If no email is listed in DMConsole, double check in Account Manager.
  2. Copy the PID of the record in question and verify there is a relationship between the guest and the record they are asking about.
    • Click the Relationship Calculator tab in DMConsole. 
    • Paste the PID of the record in question into the box on the right and click the Calculate button. 
    • If the word none appears in the relationship box, follow the steps in the None Appears in the Relationship Box section. 
    • If a relationship appears in DMConsole, continue to step 3. 
  3. Check to see if the individual is famous by Googling their name.
    Note: Adding the birth and death year in the search can narrow the search results (for example, John Doe 1750-1850)
  4. The following are some things to look for:  
    • Internationally or nationally famous for any reason.  
    • Famous within a particular community (Jewish, Latter-day Saint, field of study).  
    • Related to or associated with anyone very famous.  
    • Prominently involved with a particular event (Civil Rights, wars, persecutions).  
    • Famous can include International, National, Church of Jesus Christ of Latter-day Saints, Fictional, or other prominent figures.   
    • The person has a wiki page with several paragraphs.  
    • Links to Jewish databases appear in the search results.  
    • Family and friend associations are listed that are recognizable as famous or sensitive names.  
    • Prominent participation in a community is emphasized in the search results — especially those of other religions, or sources of political, historical, and economical unrest.  

    Note: Please do not feel the need to stress over the sensitivity of any particular entry. If you are not sure about something, please ask your team lead.
    Note: If the results indicate the individual is famous continue to The Person is Famous section. If the results of the search indicate the individual is not famous, follow these steps:

    • In DMConsole, click the Labels tab. 
    • Select the appropriate label. 
    • Click the Delete button.  
    • Provide a reason and finish the delete process. 
    • If no indication of fame was provided, you can list why the label was potentially put there and say it does not need a label. 
  5. Refresh DMConsole to verify that the label has been removed.
  6. Email the guest using the Inappropriate Submitters Restriction Removed template.
  7. Copy the name and PID of the record and paste it into the RE: subject line.

 

The Person is Famous

If the results of the search indicate the individual is famous, the label will remain on the record. Follow these steps:

  1. Check to see if the ordinances are completed.
    • Click the Ordinances tab in DMConsole. 
    • If there are any ordinances with a ready status, they need to be completed. 
    • Duplicate records, however, may show that they need to be completed. 
      Note: If the person is a very well-known person, it may take a while for the ordinances page to load, and there will be multiple ordinances repeated.
    • Click to place a checkmark in the box next to Show Effective Only ordinances to double check that all ordinances are done. 
      Note: If there are ordinances completed in DMConsole, continue following the steps below. If there are incomplete ordinances continue to the No, Ordinances are not Complete section.
  2. Email the guest using the Inappropriate Submitter Not Available, Ordinances Complete template.
  3. Copy the name and PID of the record and paste it into the RE: subject line.

 

Ordinances Are Not Complete – Famous

Note: Be wary of guests who are distantly related asking about people who have died fairly recently.

  1. Check the birth year of the record to see if it falls within the 110-Year Policy

    Outside of 110: See Addendum – Print Ordinance Cards instruction.
    Within 110 Years: Send the guest an email using the appropriate method.

    If the issue came through Jira:

  2. Go to the issue in Jira and email the guest using the Inappropriate Submitter Requestor Did Not Provide All Information email template.
  3. At the top right of the issue window, click the Email button.
  4. Type in an email address or select a recipient from the drop-down.
  5. From the email template drop-down, select an email template.
  6. Edit the template with necessary information by following these steps:
    • Click Preview. 
    • Select and copy the email template contents. 
    • Close the email preview. 
    • Paste the copied contents into the custom email field. 
    • Make the necessary edits within the custom email field. 

    Note: You may need to remove some paragraphs/information based on what the guest has said in their issue description i.e. messaging.

  7. Copy the name and PID of the record into the RE: subject line.
    • Follow the 110-year procedures depending on their response. 
  8. Click the Send button to send the email.

 

None Appears in the Relationship Box – Famous

  1. Check to see if the individual is famous by Googling their name.
    Note: Adding their birth and death year in the search can narrow the search results (i.e. John Doe 1750-1850)
    • These are a few things to look for:  
    • Internationally or nationally famous for any reason.  
    • Famous within a particular community. (Jewish, Latter-day Saint, field of study).  
    • Related to or associated with anyone very famous.  
    • Prominently involved with a particular event. (Civil Rights, wars, persecutions)  
    • Famous can include: International, National, Church of Jesus Christ of Latter-day Saints, Fictional.   
    • The person has a wiki page with several paragraphs.  
    • Links to Jewish databases appear in the search results.  
    • Family and friend associations are listed and recognizable as famous or sensitive names.  
    • Prominent participation in a community is emphasized in the search results — especially those of other religions, or sources of political, historical, or economical unrest.  
    • Note: Please do not feel the need to stress over the sensitivity of any particular entry. If you are not sure about something, feel free to ask your team lead.

    Note: If the results of the search indicate the individual is not famous, continue to the If They Are Not Famous section. If the results of the search indicate the individual is famous, the label will remain on the record and you will follow these steps:

  2. Send the guest an email using the appropriate method.

    If the issue came through Jira:

  3. Go to the issue in Jira and email the guest using the Inappropriate Submitter Record Will Show ‘Not Available’ email template.
  4. At the top right of the issue window, click the Email button.
  5. Type in an email address or select a recipient from the drop-down.
  6. From the email template drop-down, select an email template.
  7. Edit the template with necessary information by following these steps:
    • Click Preview. 
    • Select and copy the email template contents. 
    • Close the email preview. 
    • Paste the copied contents into the custom email field. 
    • Make the necessary edits within the custom email field. 

    Note: You may need to remove some paragraphs/information based on what the guest has said in their issue description i.e. messaging.

  8. Copy the name and PID of the record into the RE: subject line.
    • Follow the 110-year procedures depending on their response. 
  9. Click the Send button to send the email.

 

The Person is Not Famous

If the results of the search return indicating the individual is not famous, follow these steps:

  1. In DMConsole on the Labels tab, click the Delete button next to the appropriate label and provide a reason.
    • If no information about fame was given, list why the label was potentially put there and indicate it does not need a label. 
  2. Refresh DMConsole to verify that the label was removed.

  3. Send the guest an email using the appropriate method

    If the issue came through Jira:

  4. Go to the issue in Jira and email the guest using the Inappropriate Submitter Restriction Removed, Not Related email template.
  5. At the top right of the issue window, click the Email button.
  6. Type in an email address or select a recipient from the drop-down.
  7. From the email template drop-down, select an email template.
  8. Edit the template with necessary information by following these steps:
    • Click Preview. 
    • Select and copy the email template contents. 
    • Close the email preview. 
    • Paste the copied contents into the custom email field. 
    • Make the necessary edits within the custom email field. 

    Note: You may need to remove some paragraphs/information based on what the guest has said in their issue description i.e. messaging.

  9. Copy the name and PID of the record into the RE: subject line.
    • Follow the 110-year procedures depending on their response. 
  10. Click the Send button to send the email.

 

Special Circumstances – Members

Occasionally, a guest will ask about their relative, who was a known member of the Church, and ask that their ordinances be visible in FamilySearch. Refer to the Inappropriate Submitters—Special Circumstances—Members instructions.

Check to see if there is a member version of the label. If there is, add the member label and remove the other label.

 

Fictional

Refer to the How to Begin section for handling instructions and preliminary steps. You may also need to refer to additional instructions to assist you in handling these issues.

Resolving Fictional Issues

  1. Perform an internet search for the possible fictional person’s name to determine if the individual is indeed fictional. Common fictional records added to Family Tree are characters from popular books, TV series, movies, or Manga, as well as mythological individuals, such as Greek or Roman gods or Norse gods.
  2. If the record is fictional, proceed to step 3. If the record is not fictional, do the following:
    • Email the guest using the Report Abuse (Tree) template.  
  3. If the record is fictional, do the following:
    • Reply to the guest who brought this record to our attention. 
    • Email the guest using the Thank You, Appropriate Action template.  
    • Add the Fictional label to the record in DMConsole. 
    • Look up the record’s PID in DMConsole. 
    • Click the Labels tab. 
    • Click the Add button. 
    • Type Fictional in the search box to bring up Names – Fictional. 
    • Type a brief summary of what makes the record fictional in the Reason box. 
    • Click the Add button. 
  4. If the record is fictional and has ordinances with a Not Available status, refer to the Ordinances Say Not Available with a Fictional Label section.
  5. Check the fictional record’s relationships to find any additional connecting fictional individuals.
    • Click the Relationships tab. 
    • Review the related individuals. If any relationships to other individuals look suspicious, repeat steps 1-3. 

    Note: Use your best judgment when deciding how far to explore the relationships. If you have extra time and want to extensively research all related individuals, you may do so. If not, focus on the reported individuals and their immediate family members.

  6. Determine which guest created the record(s) in DMConsole.
    • Go back to the record in DMConsole. 
    • Click the Changes tab. 
    • Scroll to the first entries at the very bottom of the page until you find the Title: Person created section. Click the guest’s name next to By. This will show the user summary of the guest that created the record.  
  7. Email the offending guest using the Inappropriate Submitter Fictional Characters email template. Copy the names and PIDs of the fictional records and paste it into the RE: subject line.
  8. Check to see if this guest has had any past issues where FamilySearch has contacted them about adding fictional characters. If they have been contacted in the past and they are still adding fictional names, their account needs to be disabled. Refer to the Disabling User Accounts instruction.

 

Ordinances Not Available with Fictional Label

For ordinances with a Not Available status, and the record has the Fictional label, do the following:

  • If the record is not fictional remove the label.  
  • If the record is fictional, email the guest using the Restricted Ordinance Not Available, Record Will Show Not Available template.

 

Non-Members

Refer to the How to Begin section for instructions and preliminary steps. You may also need to refer to additional sections to assist you in handling these issues.

Additional sections:

Note: If a concern needs to be escalated or moved, please post a note if appropriate with an explanation as to why it is being escalated and follow the area escalation process.

 

Resolving a Non-Member Issue

Note: Non-members are not able to see ordinances or reservations in their FamilySearch accounts.

If guest is asking about why ordinances are being done for their relatives:

  1. Using the appropriate method for your area, send the guest an email.
  2. Copy the content from the Proxy Work Does Not Make Them a Member of the Church template.
  3. Paste the contents of the template into the message body.
  4. Send the email to the guest.

 

110-year Questions – Non-Member

If guest is asking about reservations/ordinances for a relative within 110 years refer to the 110-year Issues section.

 

Sensitive Issue – Religious

Refer to the How to Begin section for more information about inappropriate submitter issue handling instructions and preliminary steps.
Note: If the record has a label and the guest is inquiring about the ordinances not being available, use the proper email template and add the ordinance information according to the relationship between the individual on the record and the inquiring guest.

  • If the guest is directly related to the individual on the record, you can provide the guest with the dates of the completed ordinances.  
  • If the guest is a distant relative, you can inform the guest that the ordinances have been completed but you should not provide any additional details. 
  • If the guest is not related, no information should be provided to the guest. 

Note: If an issue needs to be escalated or moved, please post a note with an explanation about why it is being escalated.

 

Resolving Religious Sensitive Issues

The most common religious titles where the label is kept are rabbi, pope, archbishop, sheik/sheikh, shah, Prophet, and cardinal. Follow these instructions to handle religious sensitive issues.

  1. Look up the guest in DMConsole by their username. First, search for the email in DMConsole since they will be listed on the changes. If no email is listed in DMConsole, use the Account Manager tool to find the email.
  2. Use the Relationship Calculator tool to see if there is a relationship between the guest and the record they are asking about.
    • Select Relationship Calculator in DMConsole, copy and paste the PID of the record in question into the box on the right, and select Calculate. 
    • If no relationship appears in the relationship box, follow the steps in the section None Appears in the Relationship Box – Religious. 
    • If a relationship does appear in the relationship box, continue to step 3. 
  3. Check the Labels tab to see if any merges occurred by looking for (copied from XXXX-XXX).
    • If there is a merge, copy the PID in parentheses and paste it into DMConsole. Select Summary, then select Show Original Person. 
    • This will help you verify whether there was a name change where the title was removed when a merge occurred. 
    • This can also be done by going through the Latest Changes in Family Tree by using the Ctrl+F keyboard function and typing Name into the find search bar. 
    • If a name does not contain any of the titles listed previously, continue to step 4. 
    • If a name does contain any of the titles listed previously, follow the steps in the section Name Contains Previously Listed Titles. 
  4. Select the Labels tab in DMConsole.
  5. If the title in the name does not qualify to have the label, select Delete and provide a reason.
  6. Refresh DMConsole to ensure the label was removed.
  7. Email the guest using the Restriction Removed template.
  8. Copy the name and PID of the record and paste it into the RE: subject line.
    Note: If, after researching, no religious title is found, or a few members of their family have a religious label, refer to your multiarea’s escalation process to create a Data Security Triage Jira.

 

None Appears in the Relationship Box – Religious

  1. Check the Labels tab to see if any merges occurred by looking for (copied from XXXX-XXX).
    • If there is a merge, copy the PID in parentheses and paste it into DMConsole. Select Summary, then select Show Original Person. 
    • This will help you verify whether there was a name change where the title was removed when a merge occurred. 
    • This can also be done by going through the Latest Changes in Family Tree by using the Ctrl+F keyboard function and typing Name into the find search bar. 
    • If a name does not contain any of the titles listed previously, continue to the next step. 
    • If a name does contain any of the titles listed previously, follow the steps in the section If a Name Does Contain any of the Titles Listed Previously. 
  2. Select the Labels tab in DMConsole.
  3. If the title in the name does not qualify to have the label, select Delete and provide a reason.
  4. Refresh DMConsole to ensure the label was removed.
  5. Email the guest using the Restriction Removed, Not Related template.

 

Name Contains Previously Listed Titles

  1. Email the guest using the Record Will Show Not Available template.
  2. Copy the name and PID of the record and paste it into the RE: subject line.

 

Special Circumstances – Members

Occasionally, a guest will ask about their relative, who was a known member of the Church, and ask that their ordinances be visible in FamilySearch. If they are related to the record in question, check first in the Labels tab for a PID with a Famous label, and complete the steps in this instruction.

Note: If the record has a label, and the guest is inquiring about the ordinances not being available, use the proper email template and add the ordinance information according to the relationship between the individual on the record and the inquiring guest.

  • If the guest is directly related to the individual on the record, provide the guest with the dates of the completed ordinances.  
  • If the guest is a distant relative, inform the guest that the ordinances have been completed but do not provide them additional details. 
  • If the guest is not related, no information should be provided to the guest. 

Note: If a case needs to be escalated or moved, please post a note with an explanation as to why it is being escalated.

  1. Look up the PID in DMConsole.
  2. Check for a membership record number.
    Note: Another way to confirm this is to compare the baptism year to the record’s birth year.
  3. If there is a CRN, select the Labels tab.
  4. Select Add Label in the top right box.
  5. Type Member into the Label search box.
  6. Select the reason.
  7. Type an appropriate reason in the reason box.
  8. Select Add.
  9. Select Delete on the appropriate label and include a reason. Press Delete.
    Note: Leave the Information label as this will make sure the record does not reappear in its respective queue.
  10. Refresh DMConsole to check the label has been removed.
  11. Return to Jira and prepare to send an email to the guest.
  12. Use the Inappropriate Submitters, Restriction Removed template.
  13. Copy the name and PID of the record and paste it into the RE: subject line.

 

Addendum: Print Ordinance Cards

If a record is restricted, but the guest is approved to perform proxy ordinances on the individual’s behalf, a data admin will need to create the family ordinance cards (FOR) for the guest.

  1. Open DMConsole.
  2. Paste or type the PID into the Search box. Press Enter, or click the magnifying glass to search.
    Note: If there is a restriction on the record, see your team lead.
  3. Select the Ordinances tab.
  4. Review the completed ordinances, if any.
  5. Scroll down the page to see if there are any reservations for ordinances that have not been completed. You can only print reservations for ordinances that have not been completed. Additionally, ordinances cannot be reserved especially by a guest. If the ordinances are already reserved, please see your team lead.
  6. At the top of the page, select the Print Family Ordinance Cards button.
  7. Select the box next to the ordinance the guest is requesting.
  8. If a sealing to parents or sealing to spouse is being requested, select the parents or spouse from the drop-down box.
    Note: There may be more than one set of parents or spouse.
  9. Select Print.
    Note: The option to save the card will depend on your Adobe PDF settings. If the option appears to save the temple card, click Save. The file needs to be saved so it can be sent by email attachment to the guest.
  10. Go to the Labels tab and click Add Label.
  11. Type the word reservation and select Information-Reservation.
  12. In Reason type enter pertinent information in case someone challenges the reservation later.
  13. Using the shared email, attach the Family Ordinance Cards to an email.
  14. In the message window, on the Message tab, in the Include group, click Attach File.
  15. Browse to find and select the file that you want to attach.
    Note: Locate the saved file, highlight the file, and select Open or double click to select the file.
  16. Click Insert. If the file does not attach to the email, repeat the step above.
  17. If there are additional FORs or temple cards to attach, repeat steps 15 and 16.
  18. Using the appropriate email template, send the guest the standard answer titled Family Ordinance Cards Attached.

 

Addendum: Release Reservations

How to Release Reservations

  1. Select the Reservations tab.
  2. Select the ordinances to be released by placing a check mark in the box to the left of the ordinance. If removing all reservations, place a checkmark in the box at the top of the list next to the word Person.
  3. Select the Release Selected button. A pop-up box appears.
  4. Click the Confirm button to release the ordinances.
  5. In DMConsole, verify that the reservations no longer appear in the reservations list.
  6. Once you have verified the reservations no longer appear in DMConsole, navigate to Family Tree in an internet browser window.
  7. Follow the steps below to verify that the reservations have been removed in Family Tree.
    • Sign into Family Tree as normal with no extended rights (or log in as the guest if the Username and Helper Number were provided). 
    • Copy and paste the ID number of the individual for whom ordinances were released. 
    • Click the Family Tree tab and select Find. 
    • Click the Find by ID tab. 
    • Paste the ID number, and press Enter, or click the Search button, to search for the record. 
    • Select the Ordinances tab. 
    • Verify that the reservations no longer show on the Ordinances tab. 
  8. In DMConsole, verify whether the record contains reservations for a sealing to a child (SC) in the Reservations list. To remove the reservation for a sealing to a child (SC), you must release the reservation from the child’s record.
    Note: In some cases where the name data is in a bad state where the language does not match the characters in the name, releasing a reservation will cause a data problem and the status of the ordinance will change to "Needs More Information" and the name will need to be corrected before it can be reserved again. This may happen with names that use language characters such as Chinese, Japanese, Korean, etc.

 

How to Release a Sealing to Child (SC)

  1. Select the child’s name to load his or her record.
  2. Select the Reservations tab.
  3. Find the SP reservation and place a checkmark in the box to the left of the ordinance.
  4. Click the Release Selected button.
  5. Click the Confirm button.
  6. Verify that the reservation has been released in Family Tree (see step 7 in How to Release Reservations). If the reservation does not release, contact your team lead.

 

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