Suspend an entitlement

Suspend an entitlement by creating an order on the CSM Configurable Workspace. By suspending an entitlement, you are suspending or disabling the services and characteristics associated with that entitlement.

Avant de commencer

You can suspend an entitlement when the associated root sold product is in Active state. For product inventory records, you can suspend an entitlement when the associated product inventory record is in Active state.

Remarque :

You can only suspend entitlements associated with an account. You cannot suspend entitlements associated to customer contract lines.

Role required: sn_customerservice_manager and sn_ind_tmt_orm.order_agent

Procédure

1. Navigate to All > CSM/FSM Configurable Workspace.
2. In the list view, select Customer > Accounts.
3. Open the account that the entitlement belongs to.
4. In the entitlements related list, select the entitlement that you want to suspend.
5. Select Suspend.
6. In the Suspend entitlement window, enter the period of suspension for the entitlement in the Start date and time and the End date and time field.
   Remarque :

   If you do not enter a value in the End date and time, the entitlement will be suspended You can resume the entitlement manually by using the resume option. For more info, see Resume an entitlement.
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 entitlement.
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 entitlement.

Résultats

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 entitlement will be in Active state again. After the end date of the entitlement, the suspended entitlement will move to Expired state.