Billing and Subscription Management

Missing License Change Logs (and how to fix them)

33 views October 18, 2018 October 31, 2018 0

License Change Logs (LCL) are central to the way Work 365 functions; they are used as a form of audit for all the license changes requested by the customer and are central to the way invoicing works. Having issues with the LCLs will affect invoicing.

License Change Logs should not be deleted and/or modified unless there are specific manual adjustments that need to made to a client’s subscription. However, at ALL times, the sum of all LCL quantities must match the parent Subscription quantity.

Finding out if you have an issue

License ChangeLogs are generated by the system and in most cases do not require any further action (other than change Provisioning Status for Manual providers). However, there may be instances where someone might have accidentally deleted the change logs or errors in a failed installation.

Run the “License Change Log Mismatch Report” to view a list of subscriptions where the LCLs are out of sync.

If the “License Change Log Mismatch Report” shows data, then action must be taken asap to fix those issues. The immediate next step would be to fix subscriptions where the issues have occurred, followed by addressing the root cause of the issue, to prevent further issues.

Fixing the Subscriptions

The objective of this exercise is to maintain a correct audit history of subscription changes and ensure the integrity of Work 365 subscription data.  At the end of this exercise, the quantity of subscription should be equal to the sum of the quantity of LCL’s it – the “License Change Log Mismatch Report” should not display any data.

You’ll need to add a record for each change that the customer has requested. If this information isn’t available, add as much detail as you can; noting that the final sum of LCL quantities should match the parent subscription quantity. For each change that needs to be logged, follow the procedure below.

  1. Open the subscription record where the issue has been reported
  2. Click on the “+” on the “Licence Change Log” subgrid.
  3. Fill in the values as below

Field

Value

Comments

Name

[same as subscription]

Subscription

[unchanged]

This should be auto-populated. Do not change!

Provisioning Status

  • Not Applicable – for subscriptions associated with a “Do Nothing Provider” type.
  • Awaiting Provisioning – if the change is not yet provisioned
  • Provisioned – if the change was already provisioned.

Invoice

  • If this change was already invoiced, select the appropriate invoice where this change was invoiced.
  • If this change is yet to be invoiced, leave blank.

Effective Date

If this is the first LCL, then set the Effective Date to the effective date of the parent subscription; otherwise, set it to when the change was requested by the customer.

Quantity

The number of units requested in that change.

Subscription Event

  • Create – if this is the first LCL record.
  • Update – If this is not the first LCL record.

Monthly Unit Selling Price

The Monthly Unit Selling Price at which the change was made.

Order Reference

Reference of the order (if any) that resulted in this change.

Addressing the Root Cause

Once the LCLs are in place, the root cause of the issue should be determined. The flow chart below provides an overview of the analysis process.

Addressing root cause

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