Renew Expired Entitlements

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We currently try to renew expired entitlements. When we choose Renew, CRM tells "Error" with "Error Happened". There is no custom LOG to download or more to say. I just created also case with Microsoft Support but maybe someone see same behaviour.

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Hugo Silva 1,374 on at

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Hi Kazzan,

Did you check if you have any workflow that is not letting create a new entitlement?

When you close the entitlement a create a new one is have the same behavior?

Since the current entitlement will be set to Closed and a new entitlement will be created.

The start date of this new entitlement is set to the current date and the end date is set to the current date plus the number of days between the end date and start date. The data in other fields is copied from the old entitlement so check if the fields have values.

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Community Member on at

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Hi Hugo, there are no workflows, closing, renewing all action ended with the same error. But after contact with support, they somehow refresh our CRM and all start working again. Thanks.

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Community Member on at

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We have indeed the same behaviour. I can create new entitlements, but I can't renew expired entitlements.

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prof711 115 on at

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This is related to the "Total Terms" field not being populated on the Entitlement.

If Cases have been associated with the Entitlement, the "Terms Remaining" field contains a value, but the total terms field is null. In this instance it will not allow the Entitlement to be renewed.

Ensuring total terms contains a value (this is not a mandatory field!) allows the entitlements to be renewed, even if "Terms Remaining" contains a negative value. The problem is that in versions 8.1 and 8.2 the "Total Terms" field must be populated before a Case decrements the entitlement terms, as afterwards it will not allow an update and errors when trying to change it.

v9.0 goes some way to overcome this by allowing an active entitlement to be deactivated, "total terms" updated and then activated again with the remaining terms recalculating correctly. However with all versions it seems that once an Entitlement, that has associated Cases is Expired, and does not have total terms specified there is no way to renew.

I created a custom Renew button and called the WebApi RenewEntitlement Action and got the following;

message:"The number of remaining terms can't be greater than the number of total terms."

Over to Microsoft Support....

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