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I have a problem. We have an organization where we work worldwide and our service accounts are shared acrros our company sites. So our scenario is that our service accounts can belong to multible billing accounts. ex. we use the service account to perform service in Germany where billing ccount "a" is used. It will be the german backoffice that handle this. The next month we perform service in Canada where billing account "b" is used. It will be the canadian backoffice handling this. However the service account only allow one billing account to be linked. And when creating a work order it will populate the billing account from the service account. the problem is that it will be wrong in 50% of the cases. As i can only set it to the German or Canadian billing account.I dont wan't to create 2 service accounts - one for Germany and one for Canada as we wan't to track all activities for each specific service accounts. And by creating two of the same it will complicate the overview. For each service account we also associate customer assets on the site.
Anybode who have solved simular issues?
It sounds like you have the wrong idea about what a Service and Billing account are. Service Accounts identify where the work is performed, and Billing Accounts identify who will pay for the work. A Service Account is used to identify a physical location of some Customer Asset(s) so that when you create the work order, you can tell the service technician where to go to do their job.
In your case, you should have 2 billing accounts and 2 service accounts. Perhaps you can share more information about what kind of work you are doing?
Hi Nelson,
Thanks for your answer. And i understand your comment, however i don't fully agree. Like i wrote i don't think it will make sense to create 2 service accounts. I dough have 2 billing accounts (The german billing account and the canadian billing account). The service account can typically be a ship or a building we service. By taking your logic i will need to create the ship or the building 2 times (Even dough it's the exact same ship or building) + further more create customer assets on each service account, so i have the exact same customer asset on each service account. (Dublicated)
This is the reason why it will make sense only to create the service account once (and the associated customer asset once).
However then i have a problem when we are creating the work order, due there can only be 1 billing account on each service account. So when the german backoffice are creating the work order if the billing account is not set for the german billing account on the service account (German customer will pay), the correct billing account will not be populated on the work order. And likewise when the canadian backoffice are creating the order, there will be a problem if the canadian billing account is not set as billing account on the same service account, then the correct billing account will not be populated on the work order.
Perhaps I do not have a solution for your scenario - What I said in my first post is the way the system works and changing that may be very expensive. However, is it possible that you don't need service accounts at all? Did you know that the billing account record can also be used as the service account on a work order? You can create one Account for your building in Canada and on the work order, fill in that same account as both the billing and service account. Does that help?
I think you can review the definitions of Service Account and Billing Account in the context of new 'Functional Locations' - but this could be a bigger change in the system.
For this specific requirement, I would just create a flow to run once Work Order is created to appropriate update Billing Account on the Work Order. This could make use of a configuration entity with Accounts vs location (Germany/Canada etc.) mapping.
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