Whether you are working on a Customer Paid Service or Warranty Service ticket in HubSpot, once the ticket is moved to the ‘Sunrise’ pipeline status, it will enter Sunrise as a service project. At this point, Sunrise will generate tasks to manage the flow of a typical service truck roll. At a high level, the process involves these three steps:
If you want to look at every step in a flow chart, check out the Miro board here!
In order to create a truck roll project in Sunrise, move a ticket in the Warranty Service or Customer Paid Service Pipeline to the ‘Sunrise’ status. This will kick off the integration that will create a service project for this ticket.
This will create a Truck roll project in Sunrise! A Warranty Service ticket will create a project with the following tasks:
Customer Paid Service will include a few extra tasks for Service and Accounting before we can get started with the Truck Roll:
<aside> 💡 Troubleshooting Tip - If you have any issues generating tasks for a Sunrise Service project, go to the Details > Scope section and make sure the fields look correct. There are ‘Is Customer Paid Service’ and ‘Is Warranty Service’ fields that should be marked Yes for projects in these respective pipelines. If a project is generated without tasks, it is probably because one of these fields does not have the correct value. You can update the field, and you should see the tasks generate shortly!
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If the ticket was in the Customer Paid Service pipeline, we will need some documentation about the purchase for accounting purposes. One of the things we need is a Sales Order, which is how we account for the purchase the customer is making from us in Netsuite. In order to create a Sales Order, go to the Actions tab on the Sunrise Project and choose Netsuite - Create Sales Order. Go ahead and Trigger the action, and then check off the ‘Create Sales Order’ task.