Original Publishing Date:  2023-02-09 Symptoms Task "Execute operation '/appDetails/PRD-xxx-xxx-xxx/upgrade' ... on resource application ..." fails with the error like this: '500 Internal Server Error' received from 'POST https://inhouse-products:8081/rest/application/af344767-b39d-41d0-aa4a-8d7015f98b54/appDetails/PRD-814-505-018/upgrade': com.ingrammicro.imcp.library.application.exception.ApplicationException: com.ingrammicro.imcp.library.aps.exception.APSInvocationException: Incorrect Response from APS Controller '{"error":"com.ingrammicro.imcp.library.aps.exception.APSError","packageId":"0633e970-8570-4187-8f3b-36f83feed828","message":"Table Service Plan doesn't contain row with id 5123602. \nError Code: 0x85c20417.\nReport ID: 5680985\n","http_request":"PUT https://inhouse-products:8081/rest/pdiProduct/9b5f1fbd-6211-46d0-a304-a28c6a9dd8dc"}', Status Code is '500' Cause Service plan was removed from the UI but a corresponding pdiPlan resource is still present on APS bus. Resolution This issue OA-29722 has been fixed in CBC 21.10. Please consider upgrading to the latest version. For applying an internal w/a please contact Technical Support. Internal article.

Original Publishing Date: 2023-02-09 Symptoms When trying to open CP login page we get this Forbidden You don't have permission to access /servlet/Turbine/frm/single/ on this server. or this Forbidden You don't have permission to access / on this server. Cause Apache vhost is not configured properly. Login to UI Branding server (that is serving the affected brand) and check httpd log for errors. Example: [root@SERVER ~]# tail -1 /var/log/httpd/error_log [Thu Feb 09 16:24:24.434545 2023] [core:crit] [pid 97248:tid 139991313123072] (13)Permission denied: [client 11.22.33.44:47336] AH00529: /var/www/brands/cp.brand.com/.htaccess pcfg_openfile: unable to check htaccess file, ensure it is readable and that '/var/www/brands/cp.brand.com/' is executable Resolution The above error was fixed like this: [root@SERVER ~]# cd /var/www/brands/cp.brand.com/ [root@SERVER cp.brand.com]# ls -la .htaccess -rw-r-----. 1 root root 5482 Feb 9 15:15 .htaccess [root@SERVER cp.brand.com]# [root@SERVER cp.brand.com]# chmod o+r .htaccess chmod: changing permissions of ‘.htaccess’: Operation not permitted [root@SERVER cp.brand.com]# chattr -i .htaccess [root@SERVER cp.brand.com]# chmod o+r .htaccess [root@SERVER cp.brand.com]# chattr +i .htaccess [root@SERVER cp.brand.com]# ls -la .htaccess -rw-r--r--. 1 root root 5482 Feb 9 15:15 .htaccess [root@SERVER cp.brand.com]# service httpd restart

Original Publishing Date: 2023-02-20 Symptoms 'No Refund' refund policy was set in Subscription Period, however, when a downgrade order was placed, order was charged with prorated refund and no refund adjustment details created. Cause When a resource is downgraded to 0, it is considered by Rating Engine as resource cancellation - this is the behavior by design. This behavior is also applied during plan switch if the new plan does not contain the same resource. If a resource is downgraded to 0, then the 'No Refund' policy from Subscription Period will be applied to it and refund adjustment details will be created. However, if a resource was not downgraded to 0 (for eg: from 9 resources, downgrade to 3), it is considered as a normal change action therefore the refund policy will be taken from the settings in Advanced Billing Terms. As an additional note, generally Rating Engine takes cancellation policy from Subscription Period, but for NCE subscription, Rating Engine takes policy from product catalog, where plan is deployed by PLM. Resolution In case no refund is the desired behavior for downsizing, please use the option 'Old amount' in Advanced Billing Terms settings.

Original Publishing Date: 2023-02-21 Symptoms The Subscription Resources dataset for RDE returns the wrong Unit Price for a resource, whereas provisioned order and subscription resource show the correct one. After generating the RDE report, the column from the Subscription Resources datasheet does not contain the same information that can be seen in the subscription and Billing Order resources fee after synchronization.  Cause This issue affects accounts with special pricing.  To check if an account has special pricing applied to it go to: Home > Operations > Account > Subscription > General (tab) > Search for Promoted by option. Option 'Applicable To Renewal' has to be enabled for the price to be in 'promotion mode'. Resolution Promotions are not included in the subscription resources datasheet. Therefore, the report shows the resource price without promotion. This issue will be fixed in the scope of RDEX-440.

Original Publishing Date: 2023-02-23 Question What is BN Orders? Answer BN orders - is orders, which are regenarated every day. This type of order has no order flow. It is not supported in Rating engine. It is not supported in Loyalty program.  This order is needed for NIP balance calculation only. If NIP balance is less that lower limit - then Account put on hold. The feature FEA_CalculateNip must be enabled for this case.  Every day Account NIP balance is recalculated and this leads to removing of old BN order and creation of the new one. Link to this BN order is stored in table Account. Total of BN order is used as NIP balance value. Is it normal behavior for BN Orders to have multiple details and is it also a normal behavior that BN Orders keep these multiple details? - Yes, this is by design of BN orders Internal Article - https://cbportal.freshservice.com/support/solutions/articles/23000089098

Original Publishing Date: 2023-02-23 Symptoms A Scheduled Change Order, that was placed after a Renewal Order and before the Expiration Date fails due to the below error: Microsoft commitment end date 2023-02-06 00:00:00 ( +1 day renewal day) and planned renewal date sent to the request 2023-03-07 00:00:00 are not aligned, please try once the dates are aligned As can be seen from the above error, there is a one-month mismatch between Microsoft and Commerce. Cause This issue happens when the subscription auto-renews prior to the Expiration Date.  The problem is that in Commerce the renewal takes place before the expiration date. On that date, the expiration date is moved one month or one year, depending on the period, forward. However, on Microsoft's side, the changes take place on the expiration date and this causes a mismatch leading to a failed Change Request. Resolution Any Scheduled Order that is placed in the time frame between the Renewal and the Billing Order is going to fail. To workaround this issue, a new scheduled order has to be placed after the Billing Order is provisioned. "PFR-6440 - Controllable behavior of manual 'Renew' action" exists to improve the platform behavior and cover such scenarios. Please contact your Technical Account Manager or pta@cloudblue.com to clarify the status of the feature request.

Original Publishing Date: 2023-03-01 On the CloudBlue Commerce installations with a big number of orders, the number of records in the database related to these orders can be reduced by archiving old orders. CloudBlue Commerce allows you to archive all orders with a specific seller that were placed before a certain date. However, if you archive the orders for the first time, we strongly recommend doing it month by month, starting from the month when the first order was placed. To archive orders, complete the following steps. Log in to the CloudBlue Commerce control panel and switch to Billing. Go to Operations > Orders. Sort the orders by date and check the date when the first order was placed.  Calculate the number of months from that date to the current date. Connect to the BSS database and execute the attached SQL queries to get the necessary statistics: table_stats.sql and index_stats.sql. Send the obtained results to support. In the CloudBlue Commerce billing control panel, go to Settings > Order Processing > Order Processing Setup and click Edit. Reduce the number of months from the first order by 1 and enter the result in the Orders Archive Interval field. Save the changes. Go to Operations > Orders. Click Bulk Archive to archive the orders of the current account's customers. Note: If you have a big number of resellers and you need to archive orders for all of them, contact support to get assistance. After the orders are archived, repeat steps 5 - 11 of these instructions. You should stop when Orders Archive Interval reaches the number of months for which you want to keep the orders. For example, if you want to keep all orders for the year to date, stop at 12. After you archive all necessary orders, you can perform a full vacuum of the database.

Original Publishing Date: 2023-03-02 Symptoms   Action buttons created do not work. In UX1 go to Portfolio > Products > Product Lines > Product - PRD-XXX-XXX-XXX-X > Description > Add Action. However, once we go to the subscription and click on the button, it leads to a broken page. The following error can be seen in the oss log: 2023-02-17T17:00:24.121106053Z stdout F 17-02-2023;12:00:24,120 DEBUG [1457e7c4-9f73-8d7b-dabd-dcdedd1bef4f aps-service:73290 aps-service-task-1631 oss] c.p.p.tracer exit: com.parallels.pa.service.connectivity.ejb.EndpointExecutorBean.constructJsonErrorResponse returning {error=com.ingrammicro.imcp.library.aps.exception.APSError, message=404 Not Found ConnectError(error_code=CNCT_001, errors=[No Action matches the given query.], params=null), packageId=xxxx, http_request=GET https://inhouse-products:8081/rest/tenant/xxxx/action/test_button_11/AS-XXXX-XXXX-XXXX} Cause It is happening because the button is created on the PLM side, so it has PLM ID. On button click, we are sending a GET request to Connect API, to retrieve the button URL which should be opened. But since the button is created on the PLM side (ProductLine -> Description -> Add button (Manage)) and not on Connect side (Product -> Embedding -> Actions), connect does not have information about the button, and the exception is raised. The issue has been submitted to CloudBlue Automation R&D Team as an internal issue with ID PDI-1840.

Original Publishing Date: 2023-03-02 Symptoms Customer placed an order and create google workspace based subscription using specific domain without any issues. Then, same customer placed second sales order to create new subscription for different plan using same domain, but this time provisioning fails with failed task: Service Creation Failed: Platform service was not created. Task "Provisioning "subscriptionService" for APS application Google Workspace(https://aps.connect.cloudblue.com/connector)" (id = 5190877) is failed with error: "'409 Conflict' received from 'POST https://aps.connect.cloudblue.com/connector/tenant': The purchase request PR-1234-1234-1234-123 has not been completed. The vendor has rejected the request with following reason: >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Message from the Vendor: GOOG_003: This Google account already has an active entitlement for Google Workspace Business Standard Flexible. It is not possible to have several entitlements for the same product. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Important note: submitting again this order will fail due previous reason please create a new purchase request to correct it or contact support Cause Google does not allow to purchase of two subscriptions for the same family product, in this case, "Google Workspace". The customer is trying to purchase two subscriptions for the same product but with different SKUs, Google Workspace business starter flexible and Google Workspace business standard flexible for example in this case. Once the connector detects that there is a subscription purchased for the same product, it is not allowed to purchase a new one. Resolution Customer need to cancel the failed order and won't be able to place new order for same family product.

Original Publishing Date: 2023-03-13 Symptoms Periodic task named 'PSA Integration b402397e-9809-443a-93e6-xxxxxxxxxx auto sync' is failing with output:   The application returned an empty error message. Check the application logs to find out what went wrong. In the psa-integration pod log there is an error as below: 01-03-2023;10:18:55,949+0000 DEBUG [ task-509: psa-integration] c.i.p.a.c.i.LogRequestInterceptor - GET https://oss-node-0.oss-dns:6308/aps/2/resources?implementing(http://parallels.com/aps/types/pa/account/1.2),eq(aps.id,6531fcc1-f0d5-8542-69bc-1d16e5e79f26),eq(parent.aps.id,28d19257-2ab8-432d-81f6-0e5fbd833045),select(bssAccountInfo),limit(0,1) ---- 01-03-2023;10:18:55,975+0000 ERROR [733d3a27-d397-5f3c-8987-d6d5786c477f http-nio-8080-exec-2:59 psa-integration] c.i.psa.error.ApiExceptionHandler - null org.springframework.web.context.request.async.AsyncRequestTimeoutException: null Manually re executing the mentioned task may finish successfully, but it will start to fail in following attempts. Cause After certain amount of time, if autosync process is not finished, request timeouts and shows as failed in tasks list.  Resolution This is recognized as issue with ID PSA-3163 and the fix is considered to be included in one of the next updates of the component.