Procedure - resolve duplicate components error

Contents

1. Description
2. Rules
3. Tasks
 

1. Description

Follow this procedure when CORE displays the warning This account has duplicate package components. Please seek assistance.
 
Who
Only agents and Team Leaders with access to ViVA can follow this procedure. If you do not have access to ViVA, transfer the call to Technical VST (see FoxPages directory - general information and specialist support for transfer information).

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2. Rules
There are no business rules for this procedure. 

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3. Tasks

1. Remove duplicate components
2. Remove and re-add components
3. Complete and commit the order
 

1. Remove duplicate components

1. In ViVA, click the Change Account link from the Account menu.
2. In the Current Packages screen, expand the folders until all components can be viewed.
3. Take note of components with the same name.
4. In the Delivered Components screen, take note of the Package Instance ID for the duplicate components.
5. Check for any dependent components (a dependent component will have a Min Max value of 0/1) with the same Package Instance ID as the duplicate components.
   Note: If there are multiple package discounts with different Package Instance IDs, check the order history to see which discount was added most recently.

If...	Then...
there are no dependent components for either of the duplicate components	Click the Disconnect link next to both duplicate components.  Go to task 3.
there is a dependent component for 1 of the duplicate components but not the other	Click the Disconnect link next to the duplicate component that doesn't have a dependent component. Go to task 3.
there is a dependent component for both of the duplicate components	go to task 2.

2. Remove and re-add components

1. Take note of the dependent components that are associated to the duplicate components. 

If...	Then...
one of the duplicate components only has: a contract an equipment discount an installation discount	Click the Disconnect link next to the contract, equipment or installation discount.  Continue below.
both components have a package discount	Click the Disconnect link next to the package discount that was added most recently.  Continue below.

2. ​​​​​​In the Current Packages screen, select the component with the Package Instance ID that is not being removed.
3. In the Current Components screen, select the checkbox for the dependent component you removed.
4. Click the >Add link in the top right-hand corner of the Current Components screen.

 
Go to task 3.

3. Complete and commit order

1. Click Next.
2. Click Complete, you will be returned to the Account Summary screen.
3. From the Account menu, click the Orders link.
4. Click the order number for the order you just created to highlight it.
5. In the Current Order screen, click the >Commit link.
6. In CORE, on the Account Summary screen, click Update Details.
7. In the Update Details screen, click Update Details. This will refresh the account and the customer's packages should now display correctly.

 
End of procedure.

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