Renew an entitlement

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Renew an entitlement on the CSM Configurable Workspace.

    Before you begin

    You can renew an entitlement when it is in Active or Expired state and has an end date.
    Note:
    You cannot renew entitlements for product inventory records.
    Role required:
    • To create an order, you need sn_customerservice_manager and sn_ind_tmt_orm.order_agent.
    • To create a quote, you need sn_customerservice_manager and sn_sales_common.sales_agent.

    Procedure

    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 renew.
    5. Select Renew.
    6. In the Renew entitlement window, in the Renew start date field, enter the start date for the activation of the entitlement.
    7. Add a reason for a renewing the entitlement in the Reason for renewal field.
    8. Select Renew.
      An order or a quote is created depending on the rules set in the Customer Life Cycle Workflows Policy decision table. For more info, see Configuring Customer Life Cycle Workflows Policy decision table.
      • If the selected target entity is a quote, a quote to renew the entitlement is created. You can select the quote number from the confirmation message to view the renewed quote line items. The quote is approved and the status changes to Complete to create an order.
      • If the selected target entity is an order, an order to renew the entitlement is created. You can select the order number from the confirmation message to view the renewed order line items.
    9. In the Order Line Items related list, double-click the State value of the parent order line and set it to Completed.
      A new entitlement is created.

    Result

    The new entitlement is created in the Draft state. You can see more details in the Renewal History related list.