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Renewing entitlement rather than new entitlement - Carries the total terms over to renewed entitlement

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Posted on by davidhen1

HI,

I misunderstood the functionality of renewing an entitlement. When I renew an expired entitlement it carries over the total hours used from the expired entitlement. The entitlement "'hours remaining'' is off then. Over the last two months rather than renew entitlement I'm creating new entitlements which i should have done from day 1.

Unfortunately i have over 50 entitlements that i renewed that aren't due to expire for a few months that have the wrong remaining time. Is there anyway of unlocking the ''hours used'' field so i can change.

Is there a quicker way of doing this, as my thinking is id have to create new entitlements for all the renewed entitlements in error and then move all associated cases to the new entitlement.

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Hi davidhen1,

The ‘hours remaining’ is the ‘Remaining Terms’ field that following screenshot shown:

If so, 'Billable Time' field in case resolution dialog will be decreased from the remaining time field of entitlement, the 'Remaining Terms' field only can be reduced through it, it can't be edited manually.

Regards,

Leah Ju

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Hi davidhen1,

You can try to use workflow to edit ‘Remaining terms’ field value.

1.Go Settings > process to create an on-demand workflow in entitlement entity.

2.Add 'Change status' and 'Update Records' steps.

If need, you can change entitlement status to 'expired' directly in step3.

3.Save and Active the workflow.

4.Run the worklfow.

Go to the entitlement view to check entitlement you need change, then expand flow to run the workflow just created.

5.Test results:

Before:

After:

Regards,

Leah Ju

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davidhen1 30 on at

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Thanks so much, that sorted the issue.

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Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

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