Services/Orders/Troubleshooting Orders/02

Overview

When you attempt to migrate a service, users may encounter the inability to find the desired package plan to migrate to. This will be related to the way the contract type has been configured.

When migrating to a package plan with a contract, the following prerequisites apply to SELL package plans.

Either:

• the losing and winning plan are in the same contract pool; or
• The existing contract must be broken on the source (losing) package subscription. See the article PackageSubscriptions/Contract for

Add the plan to the contract pool by performing the following steps.

Nav: Packages and Plans > Management > Contracts

1. Search and find the contract that either the losing or the winning package belongs to.
2. Ensure both package plans are in the same contract pool. A migration will not be permitted for package plans in different pools.
3. Both packages must have the same default contract type set.

The Contract Pool

In the example below showing a contract pool, the losing package is in the pool, but the winning package is not. A migration cannot be performed to the this losing and winning package plan until they both belong to the same contract pool.

Losing Package (In Pool)

Winning Package, (not yet in the Pool)

Once the contract pools are correct, and attempt the migration again.

Setting the default contract type

This can be done by editing the package and modifying the value in the drop-down.

Nav: Packages and Plans > Management > Packages Plans

1. Search and find the losing package plan.
2. Edit the Default Contract Type'.
3. Repeat for the winning package plan and ensure both package plans have the same contract type set.

Once the package plan settings are correct, and attempt the migration again.

This did not work, so what now?

After performing the above troubleshooting steps, you are still encountering an issue, log a Tech Support ticket via the Emersion Support Portal. Descrive the issue and any steps you ahve taken to resolve it. In addition, include:

• the service ID or service identifier of the service you are trying to migrate
• the source (losing) Package Plan ID
• destination (winning) Package Plan ID