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Create an Order and New Aria Billing Account from ServiceNow (In Revision)

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  1. Overview
    1. Create a New Account in ServiceNow
    2. Create a New Contact in ServiceNow
    3. Create Order and New Aria Billing Account

Overview

The following provides instructions in support of creating an order and a new Aria Billing Account from ServiceNow.

Note: The following provides a sample flow. Clients may have a different configuration for their account setup and ordering process in line with their business operations. 

Create a New Account in ServiceNow

List_Accounts_Click on New.png

  1. From the CSM/FSM Configurable Workspace, use the List icon to navigate to Customer > Accounts, and click on the New button to create an account in ServiceNow..

Account Details Screen_1.png
Account Details Screen_2.png

The Create New Account screen displays as shown above.

Note: Aria recommends that the following fields be completed on the account record for completeness.

  1. Type in an Account Name.
  2. Ensure Customer checkbox is checked.
  3. Type in a Phone number.
  4. Type in a Street address.
  5. Type in a City.
  6. Type in a State / Province.
  7. Type in a Zip / Postal code.
  8. Type in a Country (default is USA).
  9. Type in an Email address.
  10. Click on the Save button.

Click on Contacts.png

The Account Details screen displays as shown above.

Create a New Contact in ServiceNow

  1. Click on the Contacts menu tab.

Click on Contacts_New Button.png

The Account's Contacts screen displays as shown above.

  1. Click on the New button.

Contact_Dertail Screen..png

The Create New Contract Details screen displays as shown above.

Fields that must be populated

  1. Type in a First name.
  2. Type in a Last name.
  3. Type in a Street address.
  4. Type in a City.
  5. Use the Country code field's drop down arrow and select a country.

Note: The Country code field default value is System(US). If you are creating a US based account, this value must be changed to the "United States", otherwise the API call to create the account in Aria will fail.

  1. Type in an Email address.
  2. Type in a State / Province.
  3. Type in a Zip / Postal code.
  4. Click on the Save button.
  5. Click on the Account' Details menu tab.

Click on Create Order.png

The Account Contact's screen displays as shown above.

Create Order and New Aria Billing Account

  1. Click on the Create Order button.

Create New Order Popup Screen.png

A Create a new order popup screen displays as shown above.

  1. Click on the Contact field's search option and select the contact that you previously created for this ServiceNow account.
  2. Click on the Create button.

Order Catalog Screen..png

The Account Order's Catalog screen displays as shown above.

  1. Click on a specific Catalog to view product offerings related to that catalog.

Note: All Catalogs and Product Offerings are displayed by default.

  1.  Click on a Product Offering's Customize or Add button.

Note: Customize indicates that the product offering has associated purchasing options such as alternative pricing, and bundled or non-bundled subscription add-ons or NSO offerings.

Populate Configuration Screen1.png

The Product Offer's Configuration screen displays as shown above.

  1. Click on any associated Optional Products check box(s) (such as a Supplemental Plan or NSO) to include that add-on to the order. The Current Selection portion of the screen will automatically update as you select (non-bundled) add-on products.

Notes: Only one Non-Subscription Offering (NSO) can be processed per order. Multiple different NSOs within a single order are not currently supported. NSO orders can be placed as standalone or bundled with a subscription plan. While it is possible to order multiple units of the same NSO and adjust the unit quantity, ordering multiple distinct NSOs in the same order is not supported at this time. At present, create a new order to purchase a distinct NSO offering. 

6a. Use the Quantity fields to adjust the quantity of items to be purchased of a specific offering's configuration, and the number of units of the product. 

  1. Click on the Add button to save the configuration choices.

Click on Additional Product Offering.png

The Account Order's Catalog screen re-displays as shown above.

  1. Click on a different Product Offering's Customize or Add buttons, if desired, to add more products to the order. 

Populate Configuration Screen2.png

The Product Offer's Configuration screen displays as shown above.

  1. Click on an optional Plan service / pricing option.

Note: This Product Offering configuration screen provides an example of a Product Offering configured to offer different service / pricing options.

  1. Click on the Add button to save the configuration choices for this product offering.

Click on Review and Submit.png

The Account Order's Catalog screen re-displays as shown above.

Repeat steps 8 through 10 to add additional product offerings to the order.

  1. When finished, click on the Review & Submit button.

Submit Order.png

The Review order screen displays as shown above.

Note: See that the State of the order is currently in Draft mode.

  1. Use the pencil icon to make desired edits to any of the order items. Use the delete icon to delete an order item from the order.
  2. Click on the Submit button to confirm the submission of the order.
  3. A Confirmation popup displays. Click on the Submit button. Refresh the screen.

Enrichment in Progree_Click on Order Tasks.png

The Order screen displays as shown above.

Note: Notice that the Order is now in a State of "Enrichment in progress". Enrichment tasks need to configured and closed to move the Order and Aria Billing Account creation forward.

  1. Click on Order Tasks.

Order Tasks Screen_Click on Define Billing Group Task.png

The Order Tasks screen displays as shown above.

Note: The number / types of Enrichment tasks will vary based on the order.

  1. Click on the first "Numbered" Task (Define Billing Group Information).

Click on Configure Billing Group.png

The Define Billing Group Information Details screen displays as shown above.

  1. Click on the Configure Billing Group button.

Billig Group Information Detail_Screen1.png
Billig Group Information Detail_Screen2.png

The Configure Billing Group Information screen displays as shown above.

  1. Type in a Billing group name for this account.
  2. Type in a Billing group description for this account.
  3. Click on the Notification Method field's dropdown arrow and select your desired email notification method for this account.
  4. Click on the Statement Template field's dropdown arrow and select your desired statement template for this account.

Note: The statement templates that are currently configured and available for use in your Aria client instance will be available in the dropdown.

  1. Click on the Payment Term field's dropdown arrow and select your desired payment term for this account. 

Note: The Net Terms "Days" currently configured and available for use in your Aria client instance will be available in the dropdown. Electronic payment methods such as Credit Card, Direct Debit, ACH are not currently supported.

  1. Click on the Statement Contact field's dropdown arrow and select your desired statement contact for this account. 
  2. Click on the Master Plan(s) check boxes that will be associated to this new account Billing Group.

Note: Billing Group information must be set up for every Master Plan in the Order. Billing Groups can have one or more assigned Master Plans. If you have multiple Master Plans, and want them billed separately (i.e. different billing groups), repeat the "Configure Billing Group Information" to associate the 2nd Master Plan to a different billing group. Important; when doing this, remember not to close the task until all billing groups have been configured for the account. 

  1. Click on the Submit button.

Billing Information_Click on View Details.png

The Task's Request Status screen displays as shown above.

  1. Click on the View Details button to return to the Enrichment task.

BG Information_Close Task_Close Tab.png

The Define Billing Group Information screen displays as shown above. 

  1. Click on the Close button to close the task only when all Master Plans have been added to a billing group.
  2. Close the Task tab.

    Order Tasks Screen_Click on Define NSO.png

    The Order Tasks screen re-displays as shown above.

    Note: See the first numbered task, Define Billing Group Information is now in a "Close complete" State

    1. Click on the next "Numbered" Task (Define Non-subscription Offering Information).

    Note: This type of task only appears when a Non-subsciption Offering is associated with the order. 

    Click on Configure NSO.png

    The Define Non-subscription Offering Information screen displays as shown above.

    1. Click on the Define NSO Information button.
      NSO Information Detail_Screen1.png

    The Define NSO Information screen displays as shown above.

    1. Click on the NSO Fulfillment Date field's calendar icon and select a desired fulfillment date. 
    2. Click on the Billing Options field's dropdown arrow and select a desired billing option from the choices provided.
    3. Click on the Submit button.

    NSO Information_Click on View Details.png

    The Task's Request Status screen displays as shown above.

    1. Click on the View Details button to return to the Enrichment task.

    NSO Information_Close Task_Close Tab.png

    The Define Non-subscription Offering Information screen displays as shown above.

    1. Click on the Close button to close the task.
    2. Close the Task tab.

    Order Tasks Screen_Click on Define Dunning Group.png

    The Order Tasks screen re-displays as shown above.

    1. Click on the next "Numbered" Task (Define Dunning Group Information).

    Click on Configure Dunning Group.png

    The Define Dunning Gropup screen displays as shown above.

    Note: The Configure Dunning Group task is not mandatory, meaning you don't have to set up dunning group information if you don't want to. If you want to skip the dunning group configuration, click the Close button. If the user skips the Dunning task, Aria will automatically create a Dunning Group, but no Dunning Process is defined.

    1. Click on the Configure Dunning Group button, if you want to configure a dunning group for this account.

    DG Information Screen 1.png
    DG Information Screen 2.png

    The Configure Dunning Screen displays as shown above.

    1. Type in a Dunning Group Name.
    2. Type in a Dunning Group Description.
    3. Click on the Dunning Process field's dropdown and select a desired dunning process from the list provided.

    Note: The Dunning Processes that are currently configured and available for use in your Aria client instance will be available in the dropdown.

    1. Click on the Master Plan(s) check boxes that will be associated to this new account Dunning Group.
    1. Click on the Submit button.

    DG Information_Click on View Details.png

    The Task's Request Status screen displays as shown above.

    1. Click on the View Details button to return to the Enrichment task.

    DG Information_Close Task_Close Tab.png

    The Define Dunning Group Information screen displays as shown above.

    1. Click on the Close button to close the task.
    2. Close the Task tab.

    Order Tasks Screen_Click on Define Dates and Proration.png

    The Order Tasks screen re-displays as shown above.

    1. Click on the next "Numbered" Task (Define Dates & Proration).

    Click on Define Define Bill Dates.png

    Note: The Define Dates and Proration Tasks is not mandatory. If you wish to skip it, you only have to Close the task. In which case the Plan(s) will be added to an account on the date when the "Send billing information to Aria" task is completed.

    1. Click on the Define Start Bill Dates button, if you wish to configure dates and /or proration options.

    Define Start Dates.png

    The Define Start Bill Dates screen displays as shown above.

    1. Click on the Bill Through Date field's calendar icon and select a bill through date if desired. Click on OK.
    2. Click on the Alternate Start Date field's calendar icon and select an alternate start date if desired. Click on OK
    3. Type in an Alternate Billing Day if desired. Click on OK.
    4. Click on the Retroactive Bill Start Date field's calendar icon and select a retroactive start date if desired. Click on OK.
    5. Click on the Invoicing Options field's dropdown arrow and select a invoicing / proration option if desired. 
    6. Click on the Submit button.

    Bill Dates_Click on View Details.png

    The Task's Request Status screen displays as shown above.

    1. Click on the View Details button.

    Bill Dates_Close Task_Close Tab.png

    The Define Dates and Proration screen displays as shown above.

    1. Click on the Close button to close the task.
    2. Close the Task tab.

    Approve the Order.png

    The Order screen displays as shown above.

    Note: See that the State of the order is New before you approve the order.

    1. Click on the Approve button to approve the order.
    2. Click on the Refresh icon to refresh the screen.

    Change In-Progress Tasks_To Close.png

    Note: New tasks are being created in a "Draft" State. After all of the tasks are created some start changing their State to "In-progress". You first close "In-progress" tasks, which then trigger other tasks to change their State from "Draft" to "In-progress". In this way, tasks are connected, and there is an automatic flow that leads the agent or customer through the order fulfillment process. Additionally, notice that after approving the order, it's State changes to "In-progess".

    1. To change an In-progress State to Closed, double-click on In-progress, and use the field's drowpdown to select Closed complete, and click the OK button.

    Repeat step 59 to Close other Task's In-progress States.

    1. Click on the Refresh icon to refresh the screen.

    Send Billing Info to Aria.png

    Note: The task "Send billing information to Aria" is currently in a "Draft" State. This is the task that will call the API and create the account in Aria. The API will be called automatically once you change the task to "In-progress".

    1. Double-click on the Send billing information to Aria task's Draft State, and use the field's drowpdown to select "In-progress", and click the OK button.
    2. Wait a few seconds, and then click on the Refresh button.

    Account Completed.png

    Note: After a few seconds, the task "Send Billing Information to Aria" is now in the State "Closed Complete". The API call to Aria was made and the account has been created in Aria. The task "Configure Contract" will exist on every order and will be in Draft state until the task "Send billing information to Aria" closes.

    1. Click on the Account link.

    Account Screen_Click on Aria Billing Accounts.png

    The Account screen displays as shown above.

    1. Click on the Aria Billing Accounts menu tab.

    Click on Aria Billing Account Number.png

    1. Click on the Aria Billing Account number.

    Aria Billing Account Details Screen.png

    The Aria Account Details screen displays as shown above.

    1. Click on the Account's menu tabs to view and / or edit account information.
    2. Click on the Open in Aria button to see the account in Aria.

    Accxount in Aria.png

    Above we see the account in Aria.

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