Suspend a customer contract

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

    • Suspend a customer contract and its child customer contract lines by creating an order on the CSM Configurable Workspace. Suspending a customer contract suspends or disables the services specified in that customer contract.

    Before you begin

    You can suspend a customer contract when at least one of the associated root sold products is in Active state. For product inventory records, you can suspend a customer contract when the associated product inventory record is in Active state.
    Note:
    If you don’t create a resume order, the customer contract 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 Suspend.
    5. In the Suspend customer contract window, enter the period of suspension for the customer contract in the Start date and time and End date and time fields.
      Note:
      If you do not enter a value in the End date and time field, the customer contract is suspended indefinitely. You can resume the customer contract manually. For more info, see Resume a customer contract.
    6. Add a reason for a suspension in the Reason for suspension field.
    7. Select Suspend.
      An order with the suspend 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 suspended. However, the customer contract stays in the current state. 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 and all its associated child customer contract lines and entitlement will be in Active or Draft state again. After the end date of the customer contract, the suspended customer contract and all its associated child customer contract lines and entitlement move to Expired state.