Cannot merge profiles due to incomplete external service request

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Hello,

I'm wondering if anyone has found a good way to get around the error message "The duplicated candidate file contains an incomplete external service request." when attempting to merge candidate profiles. It's usually related to a reference/background check or a video interview. In the case of the profiles I'm currently trying to merge, the video interview shows as completed in the candidate history as of 2 weeks ago. The candidate has not been sent any other screening services.

Any advice or ideas would be much appreciated!

Stephanie