When applying the Eligibility rules, the eligibility engine is hanging in the template and there's no way to stop it in the UI.
- Variable Pay
Reproducing the Issue
Compensation > Select Template > Plan Setup > Plan Details > Eligibility > Apply. Notice that it may be expected that it will take more than an hour to apply the rules and this process should only be followed when rules are being applied for over 24 hours.
This issue can happen in the backend due to environment issues. Sometimes the rules are already applied and there could be a deployment, so the flag in the database is already updated with the rule running and it goes out of sync, so we need to manually clear the database flag so the eligibility engine allows changes by the customer in the UI.
The client needs to open a ticket with customer support to stop it in the backend.
If this is a partner and partner has access to provisioning they can do the following:
1. Go to Provisioning -> Manage Compensation -> Clear Eligibility Rule
2. Then you will see a list of templates and click on the one that is on Progress
3. Then you'll get a message window that ask you for confirmation and click OK.
KBA , LOD-SF-CMP , Compensation Management , Problem