Overview

A renewal was processed at your end (using your internal application) for certain customers, however, the renewal did not flow through Aurea. The account is therefore billing on the current product. You request an impact list of accounts and products affected. 

Solution

Please raise a support ticket with an example of an affected account including the following information:

1. Account number
2. The plan name or product name or product code that was applied for the renewal
3. The start date for the plan

We will fix the impacted accounts and inform you. Also, we will share the requested impact list and a likely root cause.

<supportagent>

Prerequisites:

• Access to the Client database

• Access to the client-specific CSR site

Solution Steps:

1. Run the select query below to get an impact list of affected accounts with a failed rate transition.
   

   select c.custname, c.custno, c.custid, 
   pr.premno, p.productcode, p.begindate, p.enddate,
   rt.ratetransitionid
   from ratetransition rt
   join product p on p.rateid=rt.rateid
   join customer c on c.custid=rt.custid
   join premise pr on pr.custid=c.custid
   where rt.statusid=91

   Note the values for the columns c.custno, p.productcode, p.begindate, p.enddate in the query result.
   If an example account is provided by the client, it should be present in the query result.
   Share the query result with the client, if an impact list is requested.
   
   
2. Run the select query below to know the reason for the rate transition failure for the accounts.
   Replace the parameter custid with the fetched custid values from step 1.
   

   select * from AlertQueue 
   where custid in (221433,221434)

   In the query result, the columns Subject and Description tell us about the failure reason on a specific CreateDate. This CreateDate column value in the result corresponds to the value of the field Change Date on the Rate Management screen in the CSR site for this customer. You can navigate to this screen by searching for the customer on the CSR site and then clicking on the Edit Rate option from the Billing Information section. 
   
   
   Share the Description column value with the client for the accounts, if the reason for failure is requested to be known. A sample Description would be "Rate Change Failed due to LDC Rate Code Not Found".
   
   
   
3. Fix each impacted account by transitioning the customer to the corresponding rate code based on renewal and trigger a REFRB rate change. 
   Use the values for custno, productcode, begindate, enddate fetched in step 1, and apply the steps in this article Updating-rate-code-and-triggering-REFRB-rate-change. 

</supportagent>