Changing service account (a.k.a. [service] transfer of billing) is usually more complicated than just editing a service record and changing the account:
- It usually is processed by some kind of a customer order,
- It has an effective date (usually with the end of a billing cycle),
- The change has to be tracked and reflected in the billing,
Nextian handles service account change via the Change Account action. The following happens when an account is changed:
- New account is assigned to the service.
- All term & renewal data is left intact.
- A service change record is created.
- The change is logged in the service timeline (Service Details → Timeline).
- The change is logged in the service Chatter.
| Important | Account change can happen in any point in the service lifecycle regardless of its current fulfillment status. |
If the effective date is in the future, the operation is saved and scheduled for processing. It will be visible in the service timeline as a pending change (in yellow). The change will be processed automatically by the Apply Service And Element Changes job (Setup → Nextian Settings → Apply Service And Element Changes) when the effective date has been reached.
Please read more about applying changes to services here.
An account change can be initiated manually by a user or automatically from a work order.
User-initiated (‘manual’) account change
Change Account is available as one of the management actions on service details:
To change the account on a service:
- Open service details.
- Click Change Account.
- Review Effective Date when account change should be applied — current date is provided as the default.
- Select New Account (must be different than the old one).
- Provide an optional description (it will be saved in the description field of the change).
- Click Save.
If the provided Effective Date is in the future, a change record will be created with and processed on that date, otherwise the change will be applied immediately.
Work order-initiated
In that case work order templates control the process flow by defining appropriate tasks and their sequence and Change Account step may be part of the flow.
