Why is the Create Inquiry showing as a new user even though it's the same person that is an Inactive Candidate in our system?
This happens because the students' name does not match. This could be that there is a different spelling in the last names, first name, or a nickname. The Candidate's name must match exactly in order for it to display in the dropdown for Inquiry Years in the user's record. Otherwise, this will create a new user.
On Step 3 of the Create an Inquiry it will say New User or show the existing user. If you do not see Show the Existing User then you must have a spelling error in the namewhich means the users do not match.