Symptoms

An account and its subscriptions, or any specific customer's subscription has different statuses in POA and PBA - disabled in POA, but active/running in PBA. In POA there is no button to activate/enable a subscription or an account, how can its status be changed?

Cause

The cause is to be investigated additionally - an account was taken from credit/administrative hold, but the subscriptions were not enabled in POA due to some reason, it is possible that bug #PBA-53697 is a reason of the issue. The logs /var/log/poa.debug.log on POA side and /usr/local/bm/log/PEMGATE.log on PBA side are to be checked for the root cause investigation.

Resolution

If you require an account/the subscriptions to be active in both systems you can choose one of the methods below:

I. Enable them with POA API methods:

  1. for the specific subscription - pem.enableSubscription
  2. for the account - pem.enableAccount, this method enables all the disabled customer's subscriptions.

II. Enable them from PBA by triggering an event

  1. for the specific subscription:

    • PBA 5.4: PBA Provider Panel > Configuration Director > Event Manager Settings > Event Types

    • PBA 5.5 and PBA 6.0: PBA Provider Panel > System > Settings > Events > Event Types

    • Locate event type Subscription Taken From Hold, click on it.

    • Click the button Trigger Event, in the field parameters please enter:

      subscriptionID=YYY;

      where YYY is an ID of the subscription that should activated on POA side.

  2. for the account:

    • PBA 5.4: PBA Provider Panel > Configuration Director > Event Manager Settings > Event Types

    • PBA 5.5 and PBA 6.0: PBA Provider Panel > System > Settings > Events > Event Types

    • Locate an event type Account Taken From Hold, click on it.

    • Click button Trigger Event and in filed parameters please enter the following:

      AccountID=XXX;

      where XXX is an ID of the account you want to activate on POA side.

Please note that triggering an event from PBA will not work with the domain subscriptions in PBA 5.5 till PBA 5.5.4 due to bug PBA-53697 (refer to the kb #120538).

Internal content