Renew a service contract line

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

    • Renew a service contract line on the CSM Configurable Workspace. You can renew the services specified in the service contract line and its associated child service contract lines and entitlements.

    About this task

    You can renew a service contract line when it is in Active or Expired state and has an end date.
    Note:
    You cannot renew service contract lines for product inventory records.

    Before you begin

    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, navigate to Contracts and Entitlements > Service Contracts.
    3. In the service contract lists, select the service contract that you want to renew.
    4. In the service contract lines related list, select the service contract line that you want to resume.
    5. Select Renew.
    6. In the Renew service contract line window, in the Renew start date field, enter the start date for the activation of the service contract line.
    7. Add a reason for a renewing the service contract line 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 service contract line 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 service contract line 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 service contract line is created.

    Result

    The new service contract line is created with the renewed contract line in the Draft state. You can see more details in the Renewal History related list.