Difference between revisions of "Services/Orders/Troubleshooting Orders"
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== This did not work, so what now? == | == 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 [http://support.emersion.com.au | + | After performing the above troubleshooting steps, you are still encountering an issue, log a Tech Support ticket via the [http://support.emersion.com.au 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 service ID or service identifier of the service you are trying to migrate | ||
* the source (losing) Package Plan ID | * the source (losing) Package Plan ID | ||
* destination (winning) Package Plan ID | * destination (winning) Package Plan ID | ||
Revision as of 13:13, 20 August 2015
Contents
Unable to find destination package
Sometimes, when you attempt to migrate a service between packages you may not be able to find the destination package in the migration wizard. This is usually related to contracts and how they have been configured.
In order for a migration to be permitted with packages involving contracts there are certain attributes that must be set (sell packages only).
Either:
- the losing and winning plan must be in the same contract pool; or
- The existing contract must be broken on the source (losing) package plan before the destination (winning) plan can be migrated to.
Add the plan to the contract pool by performing the following steps.
Nav: Packages and Plans > Management > Contracts
- Search and find the contract that either the losing or the winning package belongs to.
- Ensure both package plans are in the same contract pool. A migration will not be permitted for package plans in different pools.
- 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
- Search and find the losing package plan.
- Edit the Default Contract Type'.
- 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
