Creating a renewal request

---

About renewal requests

Selecting the items to renew

Setting the renewal duration

Setting the renewal details

• About the Requested Products section
• Setting the renewal quantities
• Changing the support level
• Removing items from the request
• Continuing the renewal request process

Selecting the reason for a partial renewal

Distributing a partial renewal quantity among the available and installed quantities

Selecting how to process the request

• Saving the request to complete later
• Sending the request to the reseller
• Completing the renewal order using the Poetic Order Entry system
• Completing the renewal order using the Poetic Shopping Cart
• Completing the renewal order using an external order entry system

---

About renewal requests

From the Renewal Dashboard, depending on your security privileges, you can create a request to renew selected items. During the request process you:

• Specify the renewal duration
• Select the quantity to renew. If you do not renew the entire quantity, then:
• You must specify the reason for not renewing
• For activated entitlements, you may have to assign the quantity to renew for each host
• Select how you want to process the renewal

The request may be sent to the reseller, or may be used to generate renewal orders. When the processing of the request is complete, the publisher authorizes the request and the appropriate updates are made to the renewed entitlements.

For renewal orders, the request is authorized when the order is invoiced.

Selecting the items to renew

On the Current Subscriptions or Dropped Subscriptions tab of the Renewal Dashboard, check the check box next to each contract/group combination you want to renew. To select all of the items in list, check the check box in the column heading.

Click Request Renewal.

The Detail page of the Request Renewal process displays.

Setting the renewal duration

On the Detail page, in the Request Header section, you set the renewal period:

• To renew for a specific period of time (for example, 1 year), click the Renew for radio button. In the dropdown, select the time period for which to renew.
• To renew until a specific date (for example, until December 31, 2007), click the Renew until radio button, then set the end date for the renewal.

Setting the renewal details

About the Requested Products section

On the Detail page, the Requested Products section is where you set the quantity to renew for each item. The items are listed under the contract/group combination you selected on the Renewal Dashboard.

Depending on your security privileges and the application configuration, you may also be able to:

• Change the support level for a renewed item
• Remove an item

Setting the renewal quantities

For each renewal item, the Request Qty column contains the quantity to renew. Depending on how the system is configured, you may be required to renew the entire quantity, in which case the field is not editable.

Changing the support level

Depending on how the application is configured, you may be able to change the support level at which a group or item is renewed. For example, you might be able to upgrade from 5x8 support to 7x24 support.

If you can change the support level, a Support Option dropdown displays for each item. Select the new support level from the dropdown.

Removing items from the request

To remove an item from the request, click the Remove link.

Continuing the renewal request process

When you are finished setting up the request details, click Next.

• If you are renewing a partial quantity for any of the items, the Partial page displays.
• If you are renewing the entire quantity, the Confirm page displays.

Selecting the reason for a partial renewal

If you opt to renew a partial quantity, you must provide a reason for not renewing the entire quantity.

The Partial page lists the entitlements that are not being renewed completely.

At the top of the page is a Non-Renewal Reason dropdown.

There is also a Non-Renewal Reason dropdown for each entitlement that is not being renewed completely.

To apply the same reason for all of the items, select a reason from the dropdown at the top of the page, then click Apply to All. You can then change the reason for individual items.

In the Non-renewal Reason dropdown:

• If you do not intend to renew the remaining quantity at all, and are dropping it from maintenance, select No longer required. The dropped quantity will be added to the Dropped Subscriptions tab.
• If you plan to renew the remaining quantity later, and want to continue to receive renewal reminders for it, select On hold - Continue to send reminders.
• If you plan to renew the remaining quantity later, but do not want to receive any more reminders, select On hold - Do not send reminders.

After selecting the non-renewal reason for each item, click Next.

• If the system requires information on the quantities to renew for each host, the Installed page displays.
• If no additional information is required, the Confirm page displays.

Distributing a partial renewal quantity among the available and installed quantities

If you are renewing a partial quantity, you may be required to select how to distribute the renewed quantity among the available and installed quantities.

For each item that is partially renewed, the Installed page lists:

• The total quantity for the item
• The quantity you opted to renew

The Certificate Details tab for each item is displayed by default. Each tab contains:

• The available quantity for the item
• The quantity installed for the item on each host.

To close a Certificate Details tab, click the close link. To re-display the tab, click the Certificate Details link.

In the Request Qty column, select the quantity to renew for the available quantity and for each host. The total value of the Request Qty for the available and installed quantities must be less than or equal to the total Request Qty for the item.

To verify that all of the requested renewal quantities are accounted for, click Validate. The Validated Qty for each item is updated to reflect your selections.

When the validation is complete, click Next.

Selecting how to process the request

On the Confirm page, the Next steps dropdown provides options for saving or processing the request. The available options depend on the application configuration and your user privileges.

Saving the request to complete later

To save the request to complete later:

1. In the Next steps dropdown, select Save request without processing.
2. In the Contact name fields, type the last and first name of the person responsible for the request.
3. In the Contact email address field, type the email address of the person responsible for the request. The address may be defaulted to your email address.
4. In the Contact phone field, type the phone number of the person responsible for the request.
5. In the Additional request instructions field, type any other notes you want to provide concerning the request.
6. In the Email addresses to copy field, type the email addresses to sent the renewal request notification for the request. For example, you might want to send the notification to yourself in order to have a summary of the current request information on hand. Use commas to separate multiple addresses.
7. In the Preferred reseller field, type the name of the reseller you would like to use for any of the items that do not have a reseller assigned.
8. Provide any notes concerning the request.
9. Click Finish.

Sending the request to the reseller

To send request notifications to the appropriate resellers:

1. From the Next steps dropdown, select Send request notification to reseller.
2. In the Contact name fields, type the last and first name of the person responsible for the request.
3. In the Contact email address field, type the email address of the person responsible for the request. The address may be defaulted to your email address.
4. In the Contact phone field, type the phone number of the person responsible for the request.
5. In the Additional request instructions field, type any other notes you want to provide concerning the request.
6. In the Email addresses to copy field, type additional email addresses that should receive copies of the renewal request notifications. Use commas to separate multiple addresses.
7. In the Preferred reseller field, type the name of the reseller you would like to use for any of the items that do not have a reseller assigned.
8. Provide any notes concerning the request.
9. Click Finish.

   The Complete page displays, listing the request numbers associated with the request. There is a separate request number for each reseller.

Completing the renewal order using the Poetic Order Entry system

To process the renewal order via the Poetic Order Entry system:

1. From the Next steps dropdown, select Renew Now Online.
2. Click Finish.

   The Complete page displays, listing the request and order numbers.

   If there are multiple requests, you should note these numbers in order to be able to edit and submit each order.

3. Click an order number to display the Order Entry page for that order. See Creating a new order for details on the Order Entry page.
4. After you complete the first order, use the order edit function to search for and submit the remaining orders. See Editing an existing order.

Completing the renewal order using the Poetic Shopping Cart

To process the renewal order via the Poetic Shopping Cart:

1. From the Next steps dropdown, select Renew now using the Shopping Cart.
2. Click Finish.

   The Shopping Cart displays to allow you to complete and submit the renewal order.

For details on using the Shopping Cart to process orders, see Placing an order.

Completing the renewal order using an external order entry system

To submit the renewal order using an external order system:

1. From the Next steps dropdown, select Renew via external order process.
2. Click Finish.

   You are redirected to the appropriate ordering web site to complete the renewal order.