Cancel a customer contract

Create an order to cancel a customer contract and its child customer contract lines on the CSM Configurable Workspace. By canceling a customer contract, you are terminating the services specified in that customer contract.

Before you begin

You can cancel a customer contract when at least one of the associated root sold product is in Active or Suspended state. For product inventory records, you can cancel a customer contract when the associated product inventory record is in Active or Suspended state.

Role required: sn_customerservice_manager and sn_ind_tmt_orm.order_agent

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. In the Contracts and Entitlements list, select Customer Contracts.
3. In the Contracts and Entitlements - Customer Contracts list, select the customer contract.
4. Select Cancel.
   All the associated customer contract lines and entitlements will also be cancelled and will be set to the Cancelled state.
5. In the Cancel customer contract window, in the Start date and time field, enter the date when the customer contract will be cancelled.
6. Add a reason for a cancellation in the Reason for cancellation field.
7. Select Cancel.
   An order with the cancel action is created for that customer contract.
8. In the Order Line Items related list, double-click the State value of the parent order line and set it to Completed.
   The modifications are visible on the customer contract.

Result

With the customer contract, all the associated customer contract lines and entitlements are also cancelled and will be in Cancelled state.