Resume a customer contract line

Create an order to resume a customer contract line and its child customer contract lines on the CSM Configurable Workspace. By resuming a customer contract line, you are restarting the services specified in that customer contract line.

Before you begin

You can resume a customer contract line when the associated root sold product is in Inactive, Cancelled, or Suspended state. For product inventory records, you can resume a customer contract line when the associated product inventory record is in 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. In the customer contract lines related list, select the customer contract line that you want to resume.
5. Select Resume.
6. In the Resume customer contract line window, in the Start date and time field, enter when you want to resume the customer contract line.
7. Add a reason for a resuming the customer contract line in the Reason for resumption field.
8. Select Resume.
   An order for resuming the customer contract line is created.
9. 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 line.

Result

With the customer contract line, all the associated entities in the hierarchy are also back in Active or Draft state, depending on the start date of the respective entity.