Symptoms

The Downgrade Change order failed with the following error:

'500 Internal Server Error' received from 'POST https://inhouse-products:8081/rest/tenant/3c05ea98-1ba7-41c8-a4a8-54aa38abe1a5/onLimitChange': Operation 'LIMIT_CHANGE' failed. Fulfillment Request 'PR-6054-4447-3666-004'. Reason: An error has occurred when changing base plan licenses: The number of seats requested for reduction (10) exceeds the amount currently eligible for reduction (3)..

Cause

The issue can happen while trying to reduce the number of licenses to a higher quantity than the initially bought licenses.

Resolution

1.  Check the PR status on the Connect side: 

An error has occurred when changing base plan licenses: The number of seats requested for reduction (10) exceeds the amount currently eligible for reduction (3)..

2. Check the Change orders history 

- Change Order - Upsize : 

Upgrade order was placed to increase 13 Licenses (57 -> 70)

- Change Order - Downsize :

Downgrade Order was placed to reduce the number of licenses by 10 (70 -> 60) 

- Change Order - Downsize :

Another Downgrade Order was placed to reduce the number of licenses by 10 (60 -> 50) in a higher quantity than 3, trying to remove part of the initially bought licenses ( as the initial license was 57).

3. In this case, The order needs to be canceled as it also failed on connect side and then place a new CH order for downsizing 3 licenses that are currently eligible for a reduction.

Feature request #PFR-6354 exists to remove the limitation on an eligible number of seats for reduction.

Please contact your TAM to get more information about the feature request mentioned above.