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Article ID: 131023, created on Jun 20, 2017, last review on Jun 21, 2017

Symptoms

When Office 365 subscriptions are converted, Office 365 services enabled on customer domains get unavailable because DNS records of the Office 365 services cannot be resolved. The conversion scripts are executed with the following options: conversion-mode is set to either preserveSubscriptionId (Subscription Preservation Mode) or resplitAdvanced (Advanced Subscription Split Mode); on-hold is set to yes. The DNS resolution of the customer domains relies on DNS services provided by Odin Automation (for instance, these customer domains are registered through Odin Automation).

Cause

The customer domains use DNS resources from the Office 365 subscriptions that are converted. Since on-hold is set to yes, the Office 365 subscriptions are put on hold and the DNS services of the customer domains are made disabled. As a result, the DNS records of the Office 365 services are also made disabled, which leads to the unavailability of the Office 365 services.

Resolution

Consider using the following workaround:

  1. Find the identifiers of the customer domains by executing a SQL query in the Odin Automation system database. To construct such a SQL query, for instance, you can use identifiers of accounts that have Office 365 subscriptions, identifiers of Office 365 subscriptions, identifiers of Office 365 service templates, and identifiers of Office 365 service plans.
  2. Enable the DNS services of the customer domains by using the pem.enableDomain method of the OA Operations XMLRPC API.

See an example in the internal part of the KB article.

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