If the SalesForce Billing Snapshot does not populate for an account service location or not all services are displaying, please check the following information:
- Ensure that the Billing Account Number (BAN) is entered correctly on the SL to match the Biller;
- Verify that the Billing Account is active in the biller, as SalesForce will not display Disconnects and Pending Install status services in the Billing Snapshot;
- Search the BAN in a global Salesforce (SF) search to verify that it is not duplicated on another SL in SF - if so, send a case to Sales Support to remove the duplicate BAN in SF; You will see the following warning:
"These services may not be up to date with Billing system. Message:First error message is:Attempting to update (as part of an upsert) parent field Account__c with new value xxxxxxxxx, current value is xxxxxxxxx"
- Verify with Order Management (OM) that there is not an open Work Order (WO) in the Biller that may be causing the current services inconsistency between the biller and the SF SL - if so, as OM if and when the WO can be completed to update SF.
If you have verified all of the above and you are still having an issue with existing active services not pulling in on your order, please make the following selections in the Enterprise Portal to submit a new case: "Salesforce Issue" > "Offer or Pricing Issue" > "Error Message in UI or System is not responding as expected."