“Job Successfully Dispatched” but LCL Still in Awaiting Provisioning

Applies To: Work 365 (Provisioning)
Audience: Billing, Admin, SysOps

Overview

You may see a Work 365 Job with status Job Successfully Dispatched while the related License Change Log (LCL) remains Awaiting Provisioning. This usually means the provider didn’t complete the update after the job was queued, or the LCL didn’t advance because no final provider response was applied. The fastest fix is to re-queue from the LCL (not from the job).

Key Concepts

• License Change Log (LCL): Source of truth for requested subscription changes (quantity/price/effective date).

• Work 365 Job: Execution record created from an LCL; tracks dispatch/results but doesn’t define the change.

• Provisioning Statuses (typical): Awaiting Provisioning → Provisioned (or) Failed Provisioning (with error details).

How It Works

1. You save an LCL in Awaiting Provisioning.

2. Work 365 creates and dispatches a Job to the provider.

3. The provider response updates the LCL (e.g., to Provisioned) or returns an error.

4. If the provider doesn’t return a final state, the Job may show Successfully Dispatched while the LCL stays Awaiting Provisioning.

Quick Resolution (Do This First)

Re-queue from the LCL to generate a fresh job and resend the request:

1. Open the affected LCL.

2. Set Provisioning Status = Failed Provisioning → Save.

3. Set Provisioning Status = Awaiting Provisioning → Save.

A new Work 365 Job is created and dispatched. Refresh after ~1 minute and monitor until the LCL moves to Provisioned (or shows an actionable error).

Why this works: LCLs drive provisioning. Toggling its status forces a clean re-queue. Editing jobs directly is not recommended.

If It Still Doesn’t Move (Fast Checks)

• Earlier LCL blocking: Ensure no older LCL for the same subscription is Failed or Awaiting Provisioning (older items block newer ones).

• Provider connectivity/consent: Work 365 → Providers → [Provider] → Verify Connectivity. Resolve consent/token issues.

• Required fields present: On Subscription/LCL, confirm Account, Provider Part Number, Quantity/Price, Effective Date are valid.

• Add-on dependencies: For add-ons, ensure the parent subscription is already Provisioned.

• Provider rules/limits: Sandbox caps, trial minimums, or NCE reduction windows can block changes. Review the latest Job → Parameters/Result message.

Detailed Troubleshooting Flow

1. Open LCL → System/Provisioning Message: capture any provider error text.

2. Check job history: On the related Subscription → Jobs tab, confirm a new job was created and dispatched.

3. Clear blockers: Resolve any older LCLs; set them to Awaiting Provisioning (if valid) or Archived (if already billed/applied).

4. Re-queue once more: Repeat the LCL toggle (Failed → Awaiting).

5. Connectivity & consent: If Verify Connectivity fails, re-run provider consent, then re-queue.

6. Escalate with evidence: Gather LCL ID, Subscription ID, Job ID, timestamps, provider messages and contact support.

Use Cases

• Transient provider delay: Single re-queue from LCL clears it.

• Parent/child timing: Parent completes provisioning; re-queue the add-on LCL to proceed.

• Expired consent/token: Restore provider consent; re-queue from LCL.

Best Practices

• Retry from the LCL, not the job.

• Keep the Work 365 Exceptions Dashboard clean (Pending Provisioning, Failed Jobs).

• Avoid stacking changes on the same subscription while one LCL is pending.

• Document manual re-queues (who/when/why) for audit.

FAQs / Common Questions

Q: The job says “Successfully Dispatched.” Isn’t that success?
A: No. It only confirms queueing. The LCL must move to Provisioned to be complete.

Q: Can I edit the job to force success?
A: Don’t. Jobs are execution logs. Re-queue from the LCL instead.

Q: How many times should I re-queue?
A: Once after fixing blockers/consent is usually enough. Re-queuing repeatedly without addressing root cause won’t help.

Summary

If you see “Job Successfully Dispatched” but the LCL is still Awaiting Provisioning, re-queue from the LCL by toggling Failed → Awaiting to create a fresh job. If it persists, check for older blocking LCLs, provider connectivity/consent, mandatory fields, add-on dependencies, and provider policy limits—then re-queue.