Articles
Adding RMR Items to Subaccounts in SedonaOffice
When adding a New Recurring Item for a Subaccount there is a selectable box - “Show All Items”. Depending on whether that box is selected or not will provide different options when selecting the new Recurring Item.
Not Selecting “Show All Ite...
AutoSync SQL Error - 6.2.09 customer who didn't patch to 6.2.08 first
Error Displayed.
Script to run below
_____________________________________________________________________________________________________
--- Create Backup of table ---
select * into CS_TP_Setup_Back010623 from CS_TP_Setu...
How Inspections Advance to the Next Inspection Date
Customer Inspection Record
These 2 Fields determine the Next Inspection Date:
FREQUENCY – this determines if the Inspection Record will generate the Next Inspection (Date) monthly, quarterly, semi-annual, or annual, etc.
NEXT INSPECTI...
How to Activate and Inactivate the Sedona Event Log Pop-up
Question:
How do I activate the Sedona Event Log pop-up?
Or
How do I turn off the Sedona Event Log pop-up?
Answer:
Go to SedonaSetup > Setup Processing in the AR area
In the Setup Processing window, locate ...
Removing a Customer Level Critical Message in SedonaOffice
How to Remove a Customer Level Critical Message
There is an option in Sedona Office to add a Critical Message to a Customer Account. The Critical Message will appear on the Customer Screen when it first opens. Sometimes the Critical Message nee...
Removing a Late Fee from a Customer in SedonaOffice
There may be instances where you find yourself looking to remove a late fee from a customer’s account. Below are the steps to permanently remove a customer’s late fees.
Locate the Late Fee in the Customer, located where you will see th...
Cannot Right-Click On Anything In SedonaOffice
Cannot Right-Click On Anything In SedonaOffice
If you Right-Click on anything in SedonaOffice and nothing happens, then the “Customer Tree View Only” Permission is selected.
SedonaSetup
Under SedonaSetup select the “User Group” for th...
Changing the RMR Next Cycle Date in SedonaOffice
When the Cycle Billing for a Customer needs to be Re-run, the Next Cycle Date on their Recurring can be Edited.
Customer Account
On the Customer Account click on “Recurring” and then Right-click on the Recurring Item that needs to be Edite...
Customer Recurring Records are Missing the Description
Description of Issue:
Multiple Customer recurring records do not have a description. How can this be corrected other than manually editing each record?
Resolution:
When a recurring record is created usually the descr...
Deleting Service Ticket Documents in SedonaOffice
Deleting Service Ticket Documents in SedonaOffice
As long as the user has permission to delete documents, most customer documents in SedonaOffice can be deleted by pulling up the customer record, navigating to documents, right clicking on the d...
Customers getting a pdf with the same information repeated multiple times
When you add contacts to Sedona Office, they will all receive any emailed invoice if they are on the bill to. That includes if you put the same contact on the bill-to multiple times.
When you add them multiple times, the system ...
Discount RMR Lines in SedonaOffice
SedonaOffice does not provide discount functionality. At this time, discounting a customer can be achieved with the use of an RMR Item.
To discount a specific item on your customer:
Go to your Customer Account. Go to Recurring.
...
Default Service Ticket Note Access Level in SedonaOffice
Description of Issue:
Customer wants to set Service Notes Access Level to Customer Restricted by default so they aren’t required to set the Access Level to Customer Restricted every time they enter a note they don’t want the customer to be abl...
Error received when selecting System in a Customer's account - 'Invalid column name AutoSyn'
Description of Issue:
The following error is received when selecting System in a Customer's account:
'Invalid colum name AutoSyn'
Fixes:
Customers upgraded from versions prior to v6.2.0.9 directly to v6.2.0.9 did not get...
Erroneous Customers Showing in SedonaOffice Non-Sequenced Collection Queues
Description of Issue:
The Non-Sequenced Collections Queues will sometimes be reported as having the wrong items in them. This is because, currently, all queues are sequenced queues and the “Put in Auto-Sequence” selectable has no function.
...
SedonaOffice - Custom Invoice Templates
Overview
SedonaOffice version 6.1.0.61 includes additional custom form invoice templates. These invoice templates come in both English and French versions.
CS53-Alt1 FR - Customer Invoice with labels in French
CS53-Alt1 EN - Customer ...
Fix Invalid Column Name Error When Opening Customer System in SedonaOffice
Due to an issue with the SedonaOffice 6.2.0.9 database update , it may be necessary to manually update the CS_TP_Setup table in the user's SedonaOffice companies.
Description of Issue:
The problem is ...
How to Add a Customer Level Critical Message in SedonaOffice
How to Add a Customer Level Critical Message
There is an option in Sedona Office to add a Critical Message to a Customer Account. The Critical Message will appear on the Customer Screen when it first opens.
Customer Account
Open the C...
How to Correct Customers in the Wrong Collection Queue in SedonaOffice
Customers appear in the wrong queue. Customers not meant to be in Collections appearing in Collection Queues
Description of Issue:
We are seeing some strange things in our collection queue, there are accounts that do not owe anything that ...
How to Find Active Critical Messages in SedonaOffice
If you need to find which Customer Accounts have an Active Critical Message entered you can run the following Customer Query.
Customer Query Builder
This Query will find All Active Critical Messages on Customer Accounts with an Expiration ...
Inspection Templates and Reports In SedonaOffice
Inspection Templates and Reports
Inspection templates can be added to inspection records. These templates are then automatically added to any service tickets created from that inspection record.
Note – Changes technicians make to these doc...
Missing Secondary System Info in SedonaOffice
Description of Issue:
The Secondary System Information tracks CMS information from the linked monitoring system account. This can go away if the user updates their Sedona version.
Fixes:
If this is not appear...
How to Make an Export File for Importing into Company Rate Increase
There will be times when accounts will need to be either excluded from a rate increase or only the accounts on a list get a rate increase. The steps below will show how to pull the accounts needed to use in the Import List tab in Company Rate...
Re-Aging a Customer to Correct their Balance Due
CM – Balance Due is Incorrect on Customer Record
The Balance Due field on the customer record occasionally shows the incorrect value.
Resolution:
Age the customer directly on the customer record and then refresh the window. The val...
How to Remove Bill To Email Addresses
There are times when email addresses will need to be removed from Bill To Contacts .
Overview
Below are the steps needed to remove Bill To email address from the contacts.
Steps:
Open ...
How to Create a Tax-Exempt Customer
When a customer is Tax-exempt, there is a field in the New Customer setup to populate and activate the tax exception.
The field Tax Exempt is used to enter the customer's tax-exempt number.
Sedona Office will accept any character in thi...
Is there a way to increase all RMR?
There are several methods of increasing RMR covered in detail in the Knowledge Owl found here: https://sedonaoffice.knowledgeowl.com/help/company-rate-change . While the articles are in-depth, here are some cliff notes while on the call: ...
Script to Populate Registration Code When Not Already There
Description of Issue:
There could be times when the registration code is not populated on the AR_Customer records.
If the code is not populated and the customer information is saved it will cause the error below. ...
Query Builder Runtime Error in SedonaOffice
Description of Issue:
Customers may submit a case stating, Customer Query Builder is not working getting error message Runtime Error 3021.
This is rare but happens when a customer upgrades their Sedona Office version. Here is an example o...
Removing a Customer from Collections
If for some reason a User has a need to remove a customer from the Collections Queues, the steps below will go over two different ways of accomplishing the removal.
Overview
The method of removing a customer from collect...
Three (3) Ways a Late Fee can be Removed from a Customer Account
One
A late fee will be removed from a customer’s account automatically if it is paid. To pay a late fee, on the payment check screen navigate to the 'Other' tab, check the section for late fees, and enter the amount being paid.
...
Unable to pull in customer for company rate change
When a user goes to complete a company rate change, they may reach out regarding a discrepancy in the customers that are being pulled onto the list. When you look at the recurring line of the customer, check the cycle start date. It should stand ou...
Unable to save cancellation memo, cancellation memo character limit
The cancellation memo has a character limit, however, you might not realize that this is what is wrong due to the way the system handles white spaces. If a user copies their information into the memo field from Word, then line breaks are characters...
Update Access Level in the AR Customer Notes
Description of Issue:
How can the AR Customer Note Access Level be updated for all notes on a customer?
Resolution:
In SedonaWeb2.0 Customers can see notes on their account if the security access level is set to 1. ...
Update the SQL tab for AR - Basic Receipt - SO 6.x to Add Registration Code
Description of Issue:
The Registration Code is needed to create a new account on the SedonaCloud site. This allows customers to view and pay bills online.
The code is printed on the standard invoice form used within SedonaOffi...
Chain Accounts
The Chain Account is used to group customer accounts together where the customers are not financially related. This enables you to track your accounts as a group. If a Chain Account is assigned to certain customer records, you will be able to view...
Customer Query Builder Errors After Update
Customer Query Builder not working
Customers may submit a case stating, Customer Query Builder is not working getting error message Runtime Error 3021.
This is rare but happens when a customer upgrades their Sedona Office version. ...
How to Move a System from One Site to Another
Sometimes systems need to be moved between sites with in a customer account. Steps below show how to do this. SedonaOffice version 6.2.0.14.
Overview
The steps below are only for moving systems between sites in one account.
Steps...
Pulling a List of All Notes for a Customer
There are times where customers need to output all the notes on an account. There is not a report or way to print out those notes from SedonaOffice. Below are the steps to take to get a list of all of the notes listed on the account.
Ov...
How to Add or Remove Critical Messages in SedonaOffice
This document goes over how to add or remove critical messages about a customer’s account that other users need to know. The process can be done in any version of SedonaOffice 6.2.x.
Overview
The same steps will be done for either adding ...
Customer Query Builder Basics in SedonaOffice
Below will show how to add fields into Customer Query Builder to get a customer list. These steps have been used completed in SedonaOffice version 6.2.0.14.
OVERVIEW
This document goes over how to do a basic setup in QueryBuilder to get a...
Add Registration Code to Query Builder in SedonaOffice
Issue:
The registration code was added to SedonaOffice before it was added to the customer query builder, so older versions of SedonaOffice do not have it in the query builder, so users cannot get a list of these if needed on a report. ...
Finding Master Account IDs for a Customer in SedonaOffice
Issue:
There may be issues that require editing or updating Master Account information for a customer. The script below will return the IDs based on the customer number entered.
Resolution:
Use the Customer Number link...
Adding a Non-U.S. Postal Code to a Customer
To add the postal code for a foreign address, you can either add or update a site or customer address.
When in the Edit Address window, go to the Country dropdown menu and select the country that needs to be added.
Once the...
3rd Part Dealer Billing
This document is designed to describe options on how to process transactions in SedonaOffice where your company is billing and collecting payments on behalf of an Alarm Company (Dealer). This process uses a certain set of G/L Accounts and Branch ...
Invalid Use of Null on Customer Record Load
When loading the customer record for the first time, you may encounter a 94 Null error.
If this null only occurs the first time you load the customer record, then the null is likely being thrown from a site address. To resolv...
How to Update Customers to Have Late Fees
Note that this script should not be used for one off user data entry errors. Customers should correct these manually through the front end.
If you want to change customers to have late fees, you can use the script below and replace the [Custome...
Using Phone Number to Search for Customers Does Not Always Work
Issue:
When attempting to search for a customer using a billing contact’s phone number, the search does not return the expected results.
Resolution:
The telephone number search does not search for all contacts.
The que...
Opening an Existing Invoice from Customer Opens a New Invoice Screen
Issue:
When attempting to open an invoice from the customer or vendor account, the invoice will not open.
The new Invoice screen will open as if creating a new invoice.
Resolution:
This behavior can be seen if t...
Error Opening Bank Payment Method on Customer
Issue:
When attempting to open a Bank Payment Method for a customer, the error below is returned.
Error: Sequence contains no matching element.
Resolution:
One cause that we have seen is having hidden characters in the...
Example of a Company Rate Change Excluding Accounts
Below are the steps to output the accounts that are to be excluded in a Company Rate Change.
Always backup data before running any rate increases and it is a best practice to do testing of any rate change in the Sandbox first.
...
How to Change Billing from Subaccount to Billing to Master
How to bill subaccounts is different for every customer. This document describes how to change billing the subaccount to billing the master. Document uses examples from SedonaOffice version 6.2.0.16.
Overview
The easiest way to tell if a m...
How to Show Site Information of the Subaccounts on One Invoice
There are times when Master accounts need one invoice with all the subaccounts showing the site addresses. This document will show how to achieve that result. The version of SedonaOffice used is 6.2.0.16.
Overview
The steps below will b...
How to Remove a Late Fee from a Customer’s Account
There may be instances where you find yourself looking to remove a late fee from a customer’s account. Below are the steps to remove a late fee from showing on the customer record.
Locate the Late Fee in the Customer, located where you will se...
How To Resolve Inability to Post Company Rate Change
Issue:
Customer is receiving a message when attempting to post a Company Rate Change.
This will not allow them to post the new rate change.
Resolution:
The message indicates that a cycle billing batch has been create...
How To Create a Company House Account
A Company House Account can be used for testing purposes or if you receive a payment from a Non-Customer or a Vendor.
Client Management
Go to Client Management and select “New Customer.”
Enter your Company Name.
...
How To Prevent Duplicate System Account Numbers
SedonaSetup – AR Setup Processing
In the AR Setup Processing under the Numbering Section there is an option – Require Unique System Account Company Wide.
When this option is selected if a System Account Number is entered but alread...
How to create a critical customer message
When a customer needs special care, attention or anything that needs to get a user's attention to address, when accessing a customer account, a user can create a pop-up message with an important message for a user to address or follow. Below is an e...
How to fix a duplicate data error on customer creation
When a customer creates a new account the error message below may appear. This indicates a duplicate record is preventing the new account creation. The majority of the time the error is a duplicate zip code.
How to fix steps are below-
...
How To Set Up Auto Apply for Unapplied Cash
There are two ways to set up Unapplied Cash to Auto Apply for specific Invoice Types.
Payment Processing
When entering a Payment in Payment Processing as Unapplied Cash you have the option to enter a portion or the full amount of the pa...
How to Remove a Customer from the Cancellation Queue
When you highlight the customer in the cancellation queue, you click on EDIT, then you click on the DELETE button on the top left side of Sedona office -- red arrow
...
How to remove equipment from a System
When a customer needs to remove equipment from a customer's system, the steps are below.
Find the account
Goto Sites> and choose the respective System
Under the system choose Equipment
Right-click on the part that needs to be re...
How to tell if RMR is Billed to a Subaccount or to the Master
If you need to find out if RMR is being billed to a Subaccount or to a Master Account, there is a way to narrow that down before opening each RMR Item on each Subaccount.
Master Account
Open a Master Account and click on “Subaccounts.” ...
How to Void a Customer Refund Check
This document will go over how to void a customer refund check that was printed. These steps are being done in SedonaOffice version 6.2.0.16.
Overview
The steps being preformed assume the user has the correct permissions needed to do them...
Script to Insert SV_Inspection Records from Backup Table
Issue: There may be a need to restore records from a backup of the SV_Inspection when working on a data issue. Resolution: The records can be copied into the original table from the backup if needed. The script below can be used to restore ...
3rd Party Dealer Billing
This document is designed to describe options on how to process transactions in SedonaOffice where your company is billing and collecting payments on behalf of an Alarm Company (Dealer).
This process uses a certain set of G/L Accounts and Branc...
How to Remove a Master Account
Master Accounts cannot be Deleted or Changed to a Standard Customer. The Only way to Remove a Master Account is either by manual cancellation or using the Cancellation Queue. Master Account When trying to Delete a Master Account, a Warnin...
How To Add New Tasks to Cancellation Profile
Issue:
Customer is looking to add new tasks to the cancellation profiles as a reminder to perform certain actions when going through the cancellation process.
Resolution:
To add a task in the cancellation process:
Go to Se...
Customer Counts by Branch
You can use the script below to find how many customers are in each branch.
select b.branch_code as "Query 4 - AR_Customer - Branch is Active - **Provide results to the customer to review for accuracy**",
count(a.branch_id) a...
Customer Counts by Customer Types
You can use the script below to find how many customers of each type.
select b.type_code as "Query 8 - AR_Customer - Type of Customer - **Provide results to the customer to review for accuracy**",
b.inactive as "Customer Typ...
Customer Counts by Tax Groups
You can use the script below to find how many customers are in each tax group.
select b.taxing_group_code as Tax Group,
b.inactive as "Tax Group Inactive Y/N", count(a.tax_group_id) as "Number of Sites in Tax Group"
from...
RMR Lines by Invoice Item
You can use the script below to see how many recurring lines are assigned each Item. This script also shows which Recurring Line Descriptions are different than the actual Item Description if the customer would like that cleaned up.
...
Sedona Office Count Script
:
The script below is commonly used during data conversions so the customer and data tech can verify the counts of customers etc are what they should be. It can also be used in day to day operation as a quick auditing tool.
declare...
System Counts by Monitoring Company
You can use the script below to see how many systems are being monitored by each company
select b.alarm_company_code as "Alarm Company",
b.inactive as "Alarm Company Code Inactive Y/N", --b.alarm_company_id,
count(a.alar...
Maximum Number of Sites and Jobs Allowed on a Standard Customer
Customer Account
There is a Maximum number of 2000 Sites per Customer.
There is a Maximum number of 1000 Jobs per Customer Site.
There is no Maximum number of Jobs per Customer, just per Customer Site.
However, even thou...
Number of Subaccounts per Master
You can use the script below to see how many subaccounts are linked to each master account
select b.Master_Account_Code as "Number of Subaccounts per MasterAcct",
COUNT(b.Master_Account_Code) as "COUNT of subaccounts",
b....
RMR Lines by Cycle Length
You can use the script below to see how many recurring lines are set to each cycle length
select bill_cycle as "Billing Cycle",
count(bill_cycle) as "Number of Recurring Lines in Billing Cycle"
from ar_customer_recurr...
System Counts by Service Company
You can use the script below to see how many systems are being serviced by each service company
select b.service_company_code as "Service Company",
b.inactive as "Service Company Code Inactive Y/N", --b.service_company_id,
...
System Counts by Service Level
You can use the script below to find how many systems are defaulted to which service level
select b.service_level_code as Service Level,
b.inactive as "Service Level Code Inactive Y/N", --b.service_level_id,
count(a.service_lev...
System Counts by System Types
You can use the script below to find how many systems of each type there are in Sedona Office
select b.system_code as System Type,
b.inactive as "System Code Inactive Y/N",
count(a.system_id) as "Number of Systems"
...
Critical Message Won’t Expire
Critical Messages on the customer record will occasionally fail to expire. This can be caused by a data error, usually from conversions. If setting the Expiration Date does not resolve the issue, it will need SQL to investigate.
The crit...
How To Set Default Bill To for Service Tickets on Standard Customer
If a Standard Customer has more than one Bill To and multiple Sites, you have the option to set up different default Bill To’s for Service Tickets per Site. You will need to confirm that “Primary Service” is not selected within any of the Active...
How to Include All Subaccounts RMR on one Cycle Invoice Billed to the Master
Below are the steps to create One Cycle Invoice that includes All Subaccount RMR that is billed to the Master Account.
Master Account
From the Master Account, right-click on Customer Information and select Edit Customer Setup.
...
How to Include Site Name and Address on Cycle Invoice Billed to the Master
Master Account
From the Master Account, right-click on Customer Information and select Edit Customer Setup.
When the Customer Setup screen opens, under the Invoice Printing Section, Check the box next to Print Site Info on Invoices...
How to tell which Invoices and Credits are on the Subaccount or Master
Master Account
The Main Master Account screen will show “Open Invoices” and “Open Credits.”
Open Invoices : These are Subaccount invoices that are billed directly to the Master Account.
Cycle Invoices that are “Receiv...
How to find all customers who have invoices being emailed
This document will go over how to find all customer in your database that have email options selected under the customer billing section.
Overview
You will be required to access the SQL query located in the top ribbon of SedonaOffice.
...
How to find all customers who have invoices being printed
This document will go over how to find all customer in your database that have print options selected under the customer billing section.
Overview
You will be required to access the SQL query located in the top ribbon of SedonaOffice.
...
Customers Imported into SedonaOffice are not created with Registration Code generated
Issue:
Users are experiencing an issue with customers when trying to edit the customer information. They are receiving an error that states that the registration code must be 6 hexadecimal digits.
Resolution:
When the customer i...
Invalid Use of NULL on Customer Records
Issue:
After updating, users receive a Runtime Error 94 Invalid Use of NULL when trying to open or edit a customer.
Resolution:
The error can be caused by NULL values in the fields used for Central Station integration.
...
How To Convert a Standard Account to a Subaccount
Customer Account From the Customer Account that needs to be converted to a Subaccount, Right-click on Customer Information. Select Edit Customer Setup. Under the Master Account Information Section select the drop down menu by Master Accou...
How To Convert a Subaccount to a Standard Customer
Customer Account From the Customer Account that needs to be converted to a Standard Customer, Right-click on Customer Information. Select Edit Customer Setup. Under the Master Account Information Section select the drop down menu by Maste...
How To Move A System From One Site To Another – Same Client
Question: How do you move a system from one site to another for the same client? Answer: You can move a System from one Site to Another Site within the same Customer Account. How To: Step 1 - Click on the "+" next to the...
Script to Insert AR_Customer_Bill Records From Backup Table (Internal)
Issue: There may be a need to restore records from a backup of the AR_Customer_Bill table when working on a data issue. Resolution: The records can be copied into the original table from the backup if needed. The script below can be use...
Bill On Day Field in Database (Internal)
The setup for bill on day is in the table AR_Setup_Processing and the field is called Bill_On_Day_Type. Instead of an ID field the field is called Bill_On_Day_Type is either “S’ for Day of Service Start or “F” for First Day of Month.
How to Separate Grouped RMR
There are times when RMR for a customer needs to be grouped together instead of showing separately. Then if the scenario changes where those groups need to be separated again, this document shows the steps on how to complete that task. Overview T...
Bill to – How to manage primary email
When creating a Bill to contact there are a few options for the Email address tab for the new contact. You can leave the primary email blank if the customer does not have the email option selected for any invoices. You can add only one primary ...
How To Grant Access to All Items in Customer Accounts
Issue: User is unable to access anything under customer accounts. They are able to open Jobs using Job Management > Job Queue and Service Tickets by opening the Service Module but cannot access that within the customer account. When they try to ...
How To Open a Customer When it Will Not Open from the Search
Issue: A newly added customer is unable to be found using the Search function. Typing in the number for the newly created customer will not pull it up. Resolution: When this happens, it may be due to not setting up a site for the cu...
Update RMR User Description Using Item Description (Ineternal)
Sedona sometimes have issues with the user description on an RMR line. Since the Item Descriptions for those lines has more requirements to be saved, using the script below can be an easy way to “Clean Up” all recurring lines Update R Set User_...
Primary Flags in Billing Screen (Internal)
Issue: When looking at the customer billing screen there are flags to set the billing address as the primary billing for invoices. Where are these fields held in the database? Resolution: The AR_Customer_Bill_Defaults holds the...
How to Fix Registration Code Error Message when Updating Customer Data
Error messages pop up from time to time in the software. Below are steps on how to fix the Error Updating pop-up when trying to save data in a customer setup.
Overview
The steps below assume the user has the correct permission and are o...
SedonaOffice – Understanding the Registration Code Found on Customer Invoices
Issue:
Company Users have Customers who are seeing the Registration Code appearing on their invoices. They do not know what it is or what it is for.
Answer:
The Registration Code is a feature that was added in SedonaOffice ver...
Troubleshoot Rate Increase
Sedona Office has a customer tool to help process rate increases called Company Rate Change.
If all accounts do not increase, the following criteria should be used when troubleshooting why the account(s) did not increase in price. Below is a li...
Script to Insert AR_Collection_Profile Records from Backup Table (Internal)
Issue:
There may be a need to restore records from a backup of the AR_Collection_Profile table when working on a data issue.
Resolution:
The records can be copied into the original table from the backup if needed. The script below...
Master Account Not Showing in Master Account List (Internal)
Issue:
When trying to link a customer account to an existing Master Account, the Master account is not showing in the drop-down list to be selected.
Resolution:
The problem could be from a mismatch between the Customer an...
Different Cost for Recurring on Master Customer Sub Account
Issue:
When trying to add a new recurring record, the rate is not what shows in the Items setup.
What can cause this to happen?
Resolution:
The Master Account can have Services and Rates defined. Y...
Prorating RMR
Whether or not the system prorates depends on what is selected in the next cycle field. If the next cycle date is on or before the start date then the system will prorate. If the next cycle date is after the start date then the system will not pro...