Resolving PCR and SOL Mismatch in CloudSense Baskets

Overview

When managing baskets in CloudSense, you may encounter a situation where the number of Product Configuration Requests (PCRs) does not match the number of Solutions (SOLs) within a basket. This discrepancy can occur due to incorrect data mapping, attribute misconfiguration, or synchronization issues between systems like Salesforce and the Services database (now hosted in AWS). This article outlines the steps to resolve such issues by ensuring accurate configuration and synchronization.

Information

To resolve issues where the number of PCRs does not match the number of SOLs in a basket, follow these steps:

1. Identify the Issue: Confirm the basket ID where the discrepancy occurs. Note the expected number of SOLs and PCRs.
2. Gather Information: Collect detailed information, including any error messages, steps leading to the issue, and the business impact.
3. Understand the Relationship:
   • There is no direct mapping between a Solution (SOL) and a PCR record.
   • PCRs are created only for root Product Configurations (PCs) within a Solution that have the createPCR attribute set to true.
4. Investigate Configuration Records:
   • Check whether any PC associated with the basket has been deleted in Salesforce.
   • Verify whether the ID of the deleted PC is still present in the Services database (hosted in AWS).
5. Correct the Data:
   • Recover or recreate the necessary PC in Salesforce, if applicable.
   • Update or remove the outdated PC ID from the Services DB to reflect the current state in Salesforce.
6. Verify Resolution:
   • Perform a ""Calculate Totals"" operation to ensure the correct number of PCRs are present.
   • Confirm that the issue is resolved by checking the basket for the expected number of PCRs.
7. Close the Ticket: Once the issue is resolved and verified, close the support ticket.

By following these steps, you can ensure that PCRs are created correctly based on eligible root configurations and that synchronization issues between Salesforce and the Services DB do not cause discrepancies.

Frequently Asked Questions:

What causes a mismatch between SOLs and PCRs in a basket?

A mismatch can occur when PCRs are not created for all root configurations with createPCR set to true, or when deleted PCs in Salesforce remain referenced in the Services database hosted in AWS.

How can I verify if the issue is resolved?

Perform a ""Calculate Totals"" operation and check the basket to ensure the correct number of PCRs are present. Confirm that all referenced PCs are valid and have createPCR set to true if PCRs are expected.

What should I do if the issue persists after updating PC records?

If the issue persists, ensure that all root configurations expected to generate PCRs have createPCR enabled, and that no deleted PC IDs are lingering in the Services DB. If necessary, escalate the issue to the support team for further investigation.