Configurations Not Appearing in MACD: SoftDelete or Cancelled by Change Process

Problem

When creating a new MACD (Moves, Adds, Changes, Deletes) change order from an existing solution, some product configurations that exist on the original solution do not appear in the new MACD basket.

This manifests as:
- Missing products or services in the MACD basket
- Configurations that should be available for modification are not visible
- Incomplete solution structure in the change order
- Users unable to modify or update specific services

The missing configurations prevent users from completing the change order as intended.

Root Cause

Product configurations do not appear in newly created MACD baskets when either of the following conditions is true:

Condition 1: Configuration is Soft-Deleted

The configuration has been deleted on the original solution, meaning the softDelete flag is set to True or Yes. Soft-deleted configurations are excluded from MACD baskets because they represent products that have been removed from the solution.

Condition 2: Cancelled by Change Process Flag is Set

The configuration's "Cancelled by Change Process" field is set to True. This field indicates that the configuration was cancelled as part of a previous change order and should not be carried forward to new change orders.

Both conditions are intentional design behaviors to prevent:
- Deleted or cancelled configurations from reappearing in new change orders
- Data inconsistencies between the current solution state and change orders
- Accidental reactivation of products that were intentionally removed

Resolution

Step 1: Identify the Missing Configurations

1. Navigate to the original solution record in Salesforce
2. Review the solution structure to identify which configurations are missing from the MACD
3. Note the configuration names and IDs

Step 2: Check the SoftDelete Status

1. Navigate to Setup > Developer Console
2. Click Query Editor

3. Run the following SOQL query for each missing configuration:
   sql SELECT Id, Name, cscfga__Soft_Delete__c, csordtelcoa__Cancelled_By_Change_Process__c FROM cscfga__Product_Configuration__c WHERE Id = '[configuration_id]'

4. Review the field values:

5. cscfga__Soft_Delete__c: If true, the configuration is soft-deleted
6. csordtelcoa__Cancelled_By_Change_Process__c: If true, the configuration was cancelled by a previous change order

Step 3: Determine the Appropriate Action

Based on the field values, choose the appropriate resolution:

Scenario A: Configuration Should Remain Deleted
If the configuration was intentionally deleted or cancelled and should not appear in the MACD:
- No action needed
- The configuration is correctly excluded from the MACD
- Proceed with the change order without this configuration

Scenario B: Configuration Was Accidentally Deleted
If the configuration was deleted in error and should appear in the MACD:

1. Important: There is currently no out-of-the-box (OOTB) UI-facing API to recover soft-deleted configurations
2. Contact CloudSense Support for assistance with recovering the configuration
3. Alternatively, if the configuration can be recreated:
4. Manually add the product back to the original solution
5. Configure it with the same attributes and settings
6. Create a new MACD from the updated solution

Scenario C: Cancelled by Change Process Flag is Incorrect
If the "Cancelled by Change Process" flag is set to True but the configuration should be included in the MACD:

1. Navigate to the configuration record
2. Click Edit
3. Locate the Cancelled by Change Process field
4. Uncheck the checkbox (set to false)
5. Click Save
6. Create a new MACD from the solution
7. Verify the configuration now appears in the MACD basket

Step 4: Verify the Fix

1. After making the necessary changes, create a new MACD from the solution
2. Open the MACD basket in the Solution Console
3. Verify all expected configurations now appear
4. Confirm the solution structure is complete
5. Proceed with configuring and submitting the change order

Prevention

For Salesforce Users

• Configuration Deletion Awareness: Understand that soft-deleting configurations will exclude them from future MACDs
• Change Process Review: Before submitting change orders, review which configurations will be cancelled and understand the impact on future MACDs
• Training: Train users on the difference between soft-delete and hard-delete, and the implications for MACD workflows

For Salesforce Administrators

• Field History Tracking: Enable field history tracking on cscfga__Soft_Delete__c and csordtelcoa__Cancelled_By_Change_Process__c to audit configuration deletions
• Validation Rules: Consider implementing validation rules that require confirmation before soft-deleting configurations
• Regular Audits: Periodically review soft-deleted configurations to ensure they were intentionally deleted
• Documentation: Document your org's configuration deletion policies and MACD behavior

For Implementation Teams

• MACD Testing: Test MACD workflows with various configuration states (active, soft-deleted, cancelled) to understand behavior
• User Guides: Create user guides that explain how configuration deletion impacts MACD creation
• Recovery Process: Establish a process for recovering accidentally deleted configurations

Related Information

• Affected Objects: cscfga__Product_Configuration__c, cscfga__Basket__c, csord__Solution__c
• Related Fields: cscfga__Soft_Delete__c, csordtelcoa__Cancelled_By_Change_Process__c
• Related Processes: MACD (change orders), configuration deletion, solution management
• Configuration States: Active, Soft-Deleted, Cancelled by Change Process
• Recovery: No OOTB API available; contact CloudSense Support for assistance