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| − | = Unable to find destination package = | + | {{DISPLAYTITLE:Troubleshooting Orders}} |
| | + | = Overview = |
| | + | This section contains articles specifically related to troubleshooting issues that may be encountered in the order process. |
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| − | 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.
| + | * [[Services/Orders/Troubleshooting Orders/01|I can't find the package plan I want to order]] |
| | + | * [[Services/Orders/Troubleshooting Orders/02|Unable to find destination package in a service migration]] |
| | + | * [[Services/Orders/Troubleshooting Orders/03|How to allocate multiple service types after order is completed]] |
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| − | In order for a migration to be permitted with packages involving contracts there are certain attributes that must be set (sell packages only).
| + | = See Also = |
| − | | + | * [[Services/Orders|Back to Orders]] |
| − | Either:
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| − | * the losing and winning plan must be in the same contract pool; or
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| − | * The existing contract must be broken on the source (losing) package plan before the destination (winning) plan can be migrated to.
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| − | Add the plan to the contract pool by performing the following steps.
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| − | '''Nav: Packages and Plans > Management > Contracts
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| − | # Search and find the contract that either the losing or the winning package belongs to.
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| − | # Ensure '''both''' package plans are in the same contract pool. A migration will not be permitted for package plans in different pools.
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| − | # Both packages must have the same default contract type set.
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| − | == The Contract Pool ==
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| − | 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.
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| − | '''Losing Package (In Pool)'''
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| − | [[File:2014-07-29_16_21_08-In_Pool.png]] | |
| − | <br />
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| − | <br />
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| − | '''Winning Package, (not yet in the Pool)'''
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| − | [[File:2014-07-29_16_24_33-Cumulus_-_OutPool.png]]
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| − | <br />
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| − | <br />
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| − | Once the contract pools are correct, and attempt the migration again.
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| − | == Setting the default contract type ==
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| − | This can be done by editing the package and modifying the value in the drop-down.
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| − | Nav: Packages and Plans > Management > Packages Plans
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| − | | |
| − | # Search and find the losing package plan.
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| − | # Edit the '''Default Contract Type''''.
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| − | # Repeat for the winning package plan and ensure both package plans have the same contract type set.
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| − | | |
| − | [[File:2014-07-29_16_29_56-Default_Contract_Type.png]]
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| − | Once the package plan settings are correct, and attempt the migration again.
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| − | | |
| − | == This did not work, so what now? ==
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| − | 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:
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| − | | |
| − | * the service ID or service identifier of the service you are trying to migrate
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| − | * the source (losing) Package Plan ID
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| − | * destination (winning) Package Plan ID
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This section contains articles specifically related to troubleshooting issues that may be encountered in the order process.
