Scheduled License Change Fails

Modified on Mon, Oct 20 at 1:41 PM

Applies to: Work 365 Subscriptions, Scheduled License Change Logs (SLCL)
Audience: System Administrators, Billing Teams, Support Technicians

Overview

A Scheduled License Change Log (SLCL) is created when you schedule a future change to a subscription—such as a quantity update, price change, or deactivation. At the scheduled time, Work 365’s background job merges the SLCL into a standard License Change Log (LCL) and then processes provisioning/billing.
If the merge fails, the SLCL remains in Merge Failed status and the change is not applied.

This guide explains symptoms, common causes, how to diagnose and resolve failures, and how to prevent recurrences.

Symptoms

SLCL shows Status Reason = Merge Failed and no corresponding LCL exists.
Scheduled change (quantity/price/deactivation) did not apply on the subscription.
Work 365 Jobs lists an error for the Scheduled License Change job.

Prerequisites

Work 365 administrator access (permission to edit Subscriptions, SLCLs/LCLs, and view Work 365 Jobs).
Ability to update Price Lists, Products, and Billing Contracts if needed.

Common Causes & Resolutions

Cause	Description	Resolution
Prior SLCL or LCL not processed	A previous scheduled change or LCL is still Awaiting/Failed, blocking subsequent changes.	Locate earlier SLCL/LCLs with Awaiting/Failed. Fix the issue and set them to Awaiting. Retry the current SLCL.
Incorrect Effective / Provisioning dates	The scheduled date is invalid (in the past, outside provider window, or conflicts with billing cadence).	Review Effective Date and Provision On. Align with Billing Frequency and provider rules, then retry.
Subscription in wrong state	Subscription is Inactive/Suspended or restricted for certain updates (e.g., reductions).	Confirm Status = Active. Check Quantity Reduction Behavior and Reduction Window settings. Adjust as needed.
Product or Price List mismatch	Currency, unit (Sales Unit), or price on the SLCL doesn’t match the subscription’s Product/Price List.	Validate Currency, Sales Unit, Price, and the linked Product and Price List. Correct mismatches.
Integration/background job error	The scheduled job encountered a system/data error.	Go to Work 365 → Administration → Work 365 Jobs, filter for Scheduled License Change jobs, read Error Message, fix root cause, then Run Now.

Resolution Procedure

1) Identify Failed SLCLs

Work 365 → Subscription Management → Scheduled License Change Logs
Use a view/filter: Status Reason = Merge Failed

2) Review the Failure Detail

Open the failed SLCL and review System Message / Provisioning Message (or equivalent error field).

3) Apply Corrective Actions

Fix invalid Effective Date / Provision On / Quantity / Price / Currency / Sales Unit.
Ensure the Subscription is Active and its Billing Contract is valid.
Complete/correct any earlier SLCLs/LCLs stuck in Awaiting/Failed.

4) Retry the Merge

Set SLCL Status Reason = Awaiting Merge and Save.
Either wait for the next job cycle, or go to Work 365 → Administration → Work 365 Jobs, select the Scheduled License Change job and click Run Now.
Confirm an LCL is created.

5) Verify Results

Open the Subscription and confirm the scheduled change applied (quantity/price/deactivation).
Ensure the SLCL shows Merged/Completed.

6) Still Failing?

Capture the SLCL ID, full error text, and relevant screenshots and contact Work 365 Support.

Field Checklist (Quick Audit on the SLCL)

Effective Date: Not in the past; aligns with contract cadence/renewal.
Provision On: Valid for provider processing window.
Currency: Matches the subscription’s currency/price list.
Sales Unit: Matches the subscription’s Sales Unit (e.g., Monthly vs Annual).
Price / Quantity: Logical values (no negative/zero unless scenario requires).
Subscription Status: Active; contract not expired/suspended.
Prior Changes: No earlier Awaiting/Failed SLCL/LCL pending on the same subscription.

Best Practices to Prevent Failures

Process oldest first: Ensure all prior SLCLs/LCLs are completed before scheduling new ones.
Align dates: Set Effective Date to the billing/renewal cycle to avoid conflicts.
Validate reduction rules: Review Quantity Reduction Behavior and Reduction Window before scheduling reductions.
Proactive monitoring: Create saved views/alerts for SLCLs in Awaiting/Failed.
Sandbox first: Test complex changes (bundles, tiered pricing) in sandbox before production.

FAQs

Does the SLCL call the provider directly?
No. The SLCL merges into an LCL; the LCL is then provisioned and invoiced per normal processing.

Can I edit a failed SLCL?
Yes. Correct the fields, set Status Reason = Awaiting Merge, and retry the job.

What if the scheduled date is now in the past?
Move the Effective Date to a valid future/appropriate date, save, and retry.