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Inactive Agreement Line Items is activated back when Suspending/Resuming an Order (Doc ID 2683636.1)

Last updated on JUNE 26, 2020

Applies to:

Siebel CRM - Version 18.12 and later
Information in this document applies to any platform.

Symptoms

Agreement Items are updating back to Active when Suspending/Resuming an Order

The scenario below was used to reproduce this issue:


1- Create simple products SN C1 and SN C2

2- Create "SN Commit Promotion" under Product Promotions and set "Track as Agreement"

3-  Under Product Promotions > Products add SN C1 and SN C2 and set "Commitment"  = Y and 1 Year Commitment Period fields.

4- Release Product and Promotion

5- Create a Residential Account "SN Residential"

6- Create an Order, set Account "SN Residential"

7- Add Line Items "SN Commit Promotion",  Products SN C1 and SN C2

8- Set Line Items "Status" = Complete as well as Order Header Status = Complete

9- In the Line Items, select each of the 3 Items and do "Auto Asset"

10- At this point, Agreements are created, go to Accounts >"SN Residential" > Agreements and see that an Agreement has been created with 3 lines -"SN Commit Promotion",  Products SN C1 and SN C2

11- Go to Accounts >"SN Residential" > Account Summary View

12- Select Assets "SN Commit Promotion",  Products SN C2 --- Leave Products SN C1 unchecked

13- Click in "Modify"

14- It creates an Order with Items  "SN Commit Promotion" and Products SN C2

Leave the Order as is (1-235350)


============
Delete an Item by "Disconnecting it"
============

15- Go to Accounts >"SN Residential" > Account Summary View

16- Select Products SN C1 and click "Disconnect"

17- Item Products SN C1 will be added to existing Order created in step 14 above with Action = Delete

18- Complete the Order and do Auto Asset

19- Accounts >"SN Residential" > Agreements
Line Item "SN C1" should have Status = INACTIVE

++++++++++++++++++++++++++++++++++++++++++++
1-523U 15-MAY-20 Inactive 1-51H1 SN C1
++++++++++++++++++++++++++++++++++++++++++++

Accounts >"SN Residential" > Account Summary View >>> SN C1 is no longer displayed in the Installed Assets List as expected


20- Suspend the Order, go to Accounts > Installed Asset > Select the Root Product" and "Suspend" from Menu icon engine

It creates a "Suspend" Order with all items with Status = Suspend and Order Status = Suspend (Order 1-236019)


21- Complete the Order again and Auto-Asset (at this point Agreement Line Items are also being set to Status = Suspend including SN C1 from INACTIVE to SUSPEND)

++++++++++++++++++++++++++++++++++++++++++++
1-523U 15-MAY-20 Suspended 1-51H1 SN C1
1-5267 15-MAY-20 Suspended 1-51HP SN C2
1-51GS 15-MAY-20 Suspended 1-51G4 SN Commit Promotion
++++++++++++++++++++++++++++++++++++++++++++


=====================================
RESUME THE ORDER
=====================================

22- Installed Assets > Select the Root Product > Menu engine icon > "Resume"

It creates a Resume Order with all items with Status = Resume and Order Status = Resume

23- Complete the Order again and "Auto-Asset"

Installed Assets Lines are back to Status Active

(at this point Agreement Line Items are also being set to Status = Suspend including "SN C1" from INACTIVE to SUSPEND)

24- Go to Account > Agreements > Line Items : Status = Active including SN C1 from SUSPEND to ACTIVE ********************** NOT EXPECTED, it should remains as INACTIVE ********************

++++++++++++++++++++++++++++++++++++++++++++
1-523U 15-MAY-20 Acvite 1-51H1 SN C1
1-5267 15-MAY-20 Active 1-51HP SN C2
1-51GS 15-MAY-20 Active 1-51G4 SN Commit Promotion
++++++++++++++++++++++++++++++++++++++++++++

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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