Alumni Center HR Profile Clash with HRSD Logic

[shelbyadams]

Hi community,

I'm implementing the Alumni Service Center (sn_asc) on Zurich and have hit a product-level conflict I can't find a documented solution for. Hoping someone with alumni portal implementation experience can share how they solved this.

THE ISSUE

When an alumni user submits a case through the ASC portal, the OOB Business Rule "Create HR Profile for users" fires on case insert and attempts to create a new HR Profile for the alumni user via createProfileFromUser(). This method checks for duplicates using first name + last name + personal email as a unique key. Because the terminated employee's internal HR Profile is still in the system (inactive, linked to the old internal sys_user), and that profile has the same personal email as the alumni user, the creation fails with:

"HR Profile already exists with same first name, last name and personal email combination."

As a result, the case is created and the alumni user account is listed under the Opened_for with no profile listed on the case in the HR agent workspace. The case still creates and the alumni user can see the case in their "My Requests" but the user sees that error everytime they submit an alumni service. 

WHY IT CAN'T BE RESOLVED THROUGH STANDARD CONFIGURATION

This is a circular dependency between two OOB design requirements:

- The alumni staging flow requires the personal email on the internal HR Profile to create the alumni account and deliver login credentials
- That same personal email causes the alumni HR Profile creation to fail on case submission
- The alumni user cannot be linked to the internal HR Profile by design, to prevent PII exposure on an external portal
- createProfileFromUser is OOB platform code and high risk to modify through configuration

WHAT I HAVE CONFIRMED
- Business Rule fires on sn_hr_core_case insert when opened_for changes
- Alumni sys_user and sn_asc_user records both exist correctly
- Cross-scope privileges for hr_Utils and hr_ServicesUtil are Allowed
- sn_hr_core.impersonateCheck = false
- Cases create successfully but no HR profile for the alumni user created and the error flashes for the user each time.
- Issue affects all alumni users who have an existing internal HR Profile with a personal email

QUESTIONS FOR THE COMMUNITY
1. Has anyone successfully launched the ASC portal with alumni users who have existing internal HR Profiles?
2. How did you solve for the HR Profile creation conflict on case submission?
3. Did you modify the Business Rule or createProfileFromUser logic, or using script on the recordproducer to work around, and if so what was your approach?
4. Did SN support or your implementation partner provide a documented workaround for this?

Any guidance appreciated.

Thanks
Shelby