Enable Provider Auto-Assignment When Customers Order New Products from the Portal

Applies To: Work 365 (Self-Service Portal, Providers)
Audience: Admins | Support Engineers

Summary

By default, Work 365 does not automatically attach provider details when a customer places an order in the Self-Service Portal. Enabling the configuration below makes new portal orders create subscriptions with provider data and immediately generate a License Change Log (LCL) for provisioning.

Admin-only: Do not expose or change these settings with a customer present.

What this feature does

When enabled, subscriptions created from the portal will:

• Automatically receive Provider details, and

• Automatically create an LCL for provisioning with the mapped automatic provider.

Safeguard: If a valid Provider Account for the customer cannot be uniquely determined, the LCL is created with Failed Provisioning (see troubleshooting).

Prerequisites

• Admin access to the Work 365 model-driven app.

• The customer’s Provider Account is mapped to the correct CRM Account.

• Products surfaced on the portal have a valid Provider Part Number (PPN).

Steps to Activate

1. Open any list page in the Work 365 app
   Example: open Subscriptions or Billing Contracts.

2. Edit the URL to open the configuration table

   • In the browser address bar, find the etn= query parameter.

   • Replace everything after etn= with work365_configuration and press Enter.

   • This loads the Work 365 Configuration table.

3. Create or update the setting

   • Title (Name): Work365.Portal.AutoProvisionNewSubscription

   • Value: true (exactly; no leading/trailing spaces)

   • Save

4. Any value other than true leaves the feature disabled and the application continues default behavior.

Behavior & Safeguards

Provider Account checks

• If no Provider Account is found, or multiple Provider Accounts match the customer:

  • The portal order still creates the Subscription.

  • The LCL is set to Failed Provisioning.

  • Fix: Map the correct Provider Account to the CRM Account, then set the LCL back to Awaiting Provisioning to retry.

Provisioning still depends on data quality

• Missing PPN, inactive provider, or expired consent will cause Failed Provisioning.

• Fix: Correct the data (PPN, provider status, consent), then retry from the LCL.

Scope & limits

• Affects new subscriptions created via the portal only; it does not retro-assign providers to existing subscriptions.

• Intended for automatic providers. If a product is intentionally mapped to a Do Nothing/Manual provider, the LCL may be Not Applicable for provisioning.

Troubleshooting

LCL stuck / failed

• Check Provider Account mapping on the customer Account.

• Providers → Verify Connectivity (consent/credentials).

• Confirm the Product has a valid Provider Part Number.

• On the LCL, toggle Provisioning Status to Failed Provisioning, Save, then set back to Awaiting Provisioning and Save to re-queue.

Setting not found

• Make sure you loaded the work365_configuration table via the URL method above.

• Confirm you have rights to create/update configuration records.

Multiple Provider Accounts for a single customer

• Resolve duplicates / pick the correct Provider Account on the Provider Account record.

• Re-queue the LCL as above.

Notes & Best Practices

• The setting is environment-specific; repeat in each environment where you want auto-assignment.

• Avoid changing configuration in production during active billing/provisioning windows; test in a sandbox first.

• For clarity and ALM, document this setting in your release checklist and configuration workbook.

• To disable, set the value to anything other than true (or remove the configuration record).

FAQs

Does this retroactively fix existing subscriptions?
No. It only applies to new subscriptions created from the portal after enabling the setting.

What if the product has no Provider mapping or PPN?
The LCL will fail. Add the Provider Part Number (and provider mapping), then re-queue the LCL.

Will this create multiple LCLs for the same order?
No. One LCL is created per new subscription from the portal order; subsequent changes create their own LCLs per normal behavior.