Suspend a customer contract line

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Suspend a customer contract line and its child customer contract lines by creating an order on the CSM Configurable Workspace. By suspending a customer contract line, you are suspending or disabling the services and characteristics associated with that customer contract line.

    About this task

    Before you begin

    You can suspend a customer contract line when the associated root sold product is in Active state. For product inventory records, you can suspend a customer contract line when the associated product inventory record is in Active state.
    Note:
    If you don’t create a resume order, the customer contract line is indefinitely suspended.

    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 the customer contract line from the customer contract lines related list, that you want to suspend.
    5. Select Suspend.
    6. In the Suspend customer contract line window, enter the period of suspension for the customer contract line in the Start date and time and the End date and time field.
      Note:
      If you do not enter a value in the End date and time, the customer contract line will be suspended. You can manually resume the customer contract by using the resume option. For more info, see Resume a customer contract line
    7. Add a reason for a suspension in the Reason for suspension field.
    8. Select Suspend.
      An order with the suspend action is created for that customer contract line.
    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 suspended. If you specify an end date and time, a resume order line item is created as a part of the same order. After this period of suspension, the customer contract line will be in Active state again. After the end date of the customer contract, the suspended customer contract line and all its associated child customer contract lines and entitlement move to Expired state.