What is the best approach for renewing an expired service agreement with a deactivated business unit associated with it, without reactivating the business unit?

Problem

When trying to renew an expired service agreement, you may encounter the error: "Action cancelled Unknown business unit ID = was specified." This happens if the business unit (BU) is deactivated and you do not want to reactivate the service agreement.

Solution

Check which BU is associated with the service agreement and create a new one with an active BU.

Note: This workaround is for Expired agreements. If the agreement is still active (for example, Activated or AutoRenew), you no longer need to create a new agreement — you can change its BU directly. For more, see Add and update service agreement details or Edit service agreements in bulk.

Verify the business unit

1. Go to the customer profile.

2. Go to the Service Agreement section and click on the Service agreement.

3. Check the business unit attached to the service agreement.

4. Go to Settings > Operation > Business Units.

5. Verify if the business unit associated with the agreement is deactivated.

Create a New Service Agreement

Since you cannot change the business unit on an expired agreement, create a new service agreement.

1. Go to the customer profile.

2. Go to the Service Agreements section.

3. Click on Create New Agreement.

4. Enter the necessary details for the new agreement.

5. Ensure you select an active business unit for the new agreement.

6. Save the New Agreement.

For more, see Create a service agreement step 1: Summary and design.