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Article ID: 130930, created on Jun 6, 2017, last review on Jun 6, 2017

  • Applies to:
  • Business Automation

Symptoms

After reseller's synchronization the service plan status changes to "Disabled by provider". However the service plan is still delegated and is not supposed to be disabled. Why does that happens?

Cause

The issue can happen when the initial service plan belongs to the reseller of higher level and is based on the delegated service template. The cause of the incorrect status with such configuration is the bug with id #PBA-80808 ("Incorrect plan status ("Disabled by provider") after reseller sync"). The entries like:

[17-05-30 17:25:53.007 TaskRunner_ RQ84797 TH04670 DBG] => [3.2] Disabled By Provider

can be seen in the scheduler.log when syncing the reseller.

Resolution

Please contact Odin Technical Support Team to set the correct status to the plan affected.

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