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Article ID: 133482, created on Dec 6, 2018, last review on Dec 6, 2018

  • Applies to:
  • Business Automation 7.4

Symptoms

Service plan has service terms configured with non-zero amount of days for grace and hold period. But after Cancellation order was placed subscription has been automatically destroyed by Daily Billing Process without service terms applying.

Cause

This behaviour is caused by software-related issue #PBA-84649, which has already been fixed in the version 8.0 of product.

The issue occurs in case if Order Flow trransition from "NW" to "OP" status configured to be processed automatically for "Cancelation Order".

Resolution

Please, contact your Technical Account Manager in order to consider upgrade of your platform to the latest version.

Temporary workaround may be the following:

  1. Go to Billing > Settings > Order Processing > All Order Flows > required order flow > Cancellation Order > Order Flow Transitions.

  2. Find transition from status "NW" to "OP"
  3. Change its "Transition Type" to "Manual"

Please note, that in this case it will be required to open cancellation orders placed by provider/reseller staff member manually for further processing.

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