A renewal order is stuck in "Synchronization" status. Clicking the
Check if Service in Sync button results in:
Service synchronization for Order #ID is not completed
The symptoms described signify that there is a failed event,
Service Synchronization, for the provisioning item. The root cause of the issue can be different - statement cancellation due to statement timeout, an internal container issue, etc.
Find the provisioning item ID: Home > Operations > Orders > hang order > Provisioning Items tab > Select Columns > Item ID
Search the failed event by this ID in the
Home > Operations > Tasks > All Events
- Find the error the corresponding task failed with and the time of the event (which can later be used for root cause investigation)
- Resubmit the failed event you have found. If it was processed sucessfully, the order will be moved in accordance to the order flow.