CloudSense Basket Components Not Visible - Caused by Missing Product Configurations in the Solution Management Database

Solution

Issue

In a specific CloudSense basket (<basket_id>), users cannot see expected components/product configurations. The basket UI loads, but the Components area is empty (components are loaded, but the Product Configs are missing under components). This can prevent operational actions such as ceasing/cancelling services.

How to recognize this issue

• The main solution/header opens, but child component tabs show no rows.
• Users report: “Components section does not load / components are not visible.”
• A single basket/solution is impacted while other solutions behave normally.

Root cause (common in this scenario)

One or more Product Configurations (PCs) that Salesforce-side records reference are not present in the Solution Management (SM) database for the basket lineage (often the parent/source basket that should contain or be cloned into the affected basket). When SM DB is missing those PCs, CloudSense cannot render the corresponding items under Components.

Troubleshooting / Investigation steps

1. Confirm scope
   • Verify whether the issue is isolated to one basket (<basket_id>) versus multiple baskets.
2. Identify the lineage (“parent”) basket
   • Determine the source/parent basket (<parent_basket_id>) from which PCs should be cloned/derived.
3. List the PCs expected to exist
   • From Salesforce-side links for the parent basket, list the expected PC record IDs (<pc_id>).
4. Check SM DB presence for those PCs
   • Validate whether each expected <pc_id> exists in SM DB. (this can be checked in Solution Console as well)
   • If only a subset exists in SM DB (for example, 1 out of 4), this indicates the missing PCs were either:
     • never created through Solution Management, or
     • created through SM but later deleted from SM DB.

Resolution (re-migrate solution to repopulate SM state)

Use the Solution Management User Guide that matches your installed SM version (or the latest guide available in your documentation directory), and re-migrate the affected solution (<solution_id>). If required, delete the SM-side solution data first to allow a clean re-migration.

Step 1 — (Optional) Delete SM-side solution data (Heroku-only)

API:

• cssmgnt.API_1.deleteSolution(String solutionId, Boolean onlyOnHeroku)

Recommended parameter:

• onlyOnHeroku = true

Example (pseudocode with placeholders):

cssmgnt.API_1.deleteSolution('<solution_id>', true);

Step 2 — Re-migrate the solution/subscriptions

Use one of the migration APIs (per your SM version/guide):

• cssmgnt.API_1.migrateSubscriptions(...)
• ssmgnt.API_1.migrateSolution(...)

Example (pseudocode; exact parameters depend on your guide/version):

// Option A (if your implementation uses migrateSolution)
ssmgnt.API_1.migrateSolution('<solution_id>');

// Option B (if your implementation uses migrateSubscriptions)
cssmgnt.API_1.migrateSubscriptions(/* parameters per your SM guide */);

Step 3 — Verify basket/component visibility

1. Re-open the impacted basket (<basket_id>).
2. Confirm child components now display PCs.
3. Confirm the missing services/components are visible in the relevant parent resource area (if applicable in your process).
4. Re-attempt the cease/cancel flow that was previously blocked.

If the issue persists

• Re-check whether the expected PCs now exist in SM DB after migration.
• If PCs exist in SM DB but the UI is still empty, capture browser console output and investigate UI rendering/customization causes (for example, custom sorter logic returning an empty configuration tree).
• No confirmed product defect or fixed version is identified for this scenario; remediation typically focuses on restoring complete SM state for the affected basket lineage.