Table of Contents

Account View: Overview

Morgan Wynnes Updated by Morgan Wynnes

The account view screen within Sonar houses current and historical information about the account and also allows you to perform a variety of actions against an account. The screen is separated into a main header, which contains key details of the account (such as account type, status, name, etc), and a side panel of tabs that you can cycle through (such as Billing, Network & Inventory, Correspondence, etc). When within one of the side panel tabs, there may be additional tabs that you can cycle through at the top of that section as well. Each tab contains different sets of information regarding the account as well as different actions that you can take.

To navigate to the account view screen, you can:

  • From the Accounts screen, click the name of the account which will open the sidebar menu. From within the sidebar menu, click "Manage" - this will bring you to the page for that specific account.
  • Perform a global search for the account you are looking for, and select the globe icon which will bring you to the page for that specific account.

Main Account Header

The top panel of the account view screen will remain visible regardless of which account tab you navigate to. A breakdown of the information contained here is provided below.

  1. Entity Type: The icon and text displayed here reflect the type of the entity - for account entities, the account icon is displayed along with the Account label.
  2. Account Name: This is the name of the account, which is usually the name of the account holder.
  3. Account Status: The current status of the account is displayed here - clicking the status will open the Edit Account menu.
  4. Account Type: The type of the account is displayed here - clicking the type will open the Edit Account menu.
  5. Account ID: The ID of the account - this is different than the ID of the account's primary contact.
  6. Location: The serviceable address associated with the account is displayed here.
  7. Email: The email address of the account's primary contact is listed here.
  8. Edit Menu: Clicking "Edit" will display the Edit Account window, and clicking the arrow on the menu will display the options to start a call log and disconnect the account.

Overview

The Overview tab provides a quick glance of numerous important details of an account, from scheduled events to the total balance due. It is the tab that is displayed by default when you first navigate into an account and contains many actions that can be performed on the account.

  1. Due Now: The account's currently due total is displayed here, along with the total balance on the account and any available credits that could be applied to the account.
  2. Billable Data Usage: This area lets you view the amount of data that has been utilized by the account, if you are using Sonar in a way that allows you to collect data usage from the network.
  3. Location: This is where both the account's serviceable address and mailing address, if present, are displayed. The serviceable address will be highlighted on the map that shows here.
  4. Scheduled Events: Any planned scheduled events on the account will appear here, and this is also where you can setup a scheduled event for an account or edit/delete an existing one. Any events that have not yet taken place will have a status of Incomplete, which will automatically update to Complete once the scheduled event has happened. For more information on setting up scheduled events, check out the Scheduled Events: Overview and Use Cases article.
  5. Notes: Any notes created on this account will be displayed here and this is also where you can edit/delete them, or create a new one. For more information on account notes, check out the Notes and Tasks: Best Practices and Use Cases article.
  6. Tasks: This is where you can create tasks for an account, which can also be assigned to a specific user within Sonar, and view existing tasks. Toggling between the "Incomplete" and "Complete" buttons will display tasks that have not yet been tackled, as well as ones that have been taken care of already. For more information on tasks, check out the Notes and Tasks: Best Practices and Use Cases article.
  7. Logs: All account activity is preserved here in the form of logs. The action that occurred will be displayed, along with the icon of the user that performed the action and how long ago the action took place. Clicking on a specific log entry will display further details about that particular action.
  8. Primary Contact: The primary contact for the account will be displayed here - this includes the name, with the label Primary next to it, the contact's email address, and mobile phone number, if present. Clicking the "Edit" button will open the Edit Contact window which is where you can update information for this particular contact, including their customer portal username and password, their role within Sonar, and the email categories they are set up to receive. Clicking the arrow next to "Edit" will provide you with the additional options of deleting the contact or editing the phone numbers associated with the contact.
  9. Files: This is where you can store and review any files that are relevant to the account, and any file format is accepted. Once you upload a file, it will appear as a tile within the Files area - if it is an image, a sliver of it will appear within the tile, otherwise if it is a different type of document it will remain grey. Clicking this section will cause the sidebar menu to appear which will contain further details about that particular file. This includes the file name, size, type, the user that uploaded it, a preview if the file type is an image, details about the account that this file is attached to, an activity log for any actions taken on the file, and also a "Download" button which will download the file to your device. Within the tile there is also a vertical 3 dot menu - clicking this will provide you with the options to edit the file or delete it entirely.
    Files that can be uploaded to an account must not exceed 100 MB.
  10. Custom Fields: Any custom fields that are setup for this account will be displayed here, as well as under the "Custom Fields" tab on the left panel. These are strictly here for display purposes - to edit the custom fields, you can click the "Edit" option within the main account header, near the top of the page. To learn more about custom fields, check out the Custom Fields Overview and Use Cases article.

Billing

The Billing tab has several available tabs along the top that you can cycle through for different sets of billing information for the account. The contents of each tab are discussed further below.

Invoices

Within the Invoices tab there is a banner at the top that displays the total amount due for the account as of right now, the amount of any available credits, and the account's total balance; every invoice that has been generated for the account will also be listed below this. You have the options to create a new invoice, view details of an existing invoice, and also perform a variety of actions on any invoices listed here. Clicking "Edit" will provide you with the options to either freeze the invoice or edit the message that is printed on the invoice.

If an invoice is frozen, payments will not be automatically applied to it, and it cannot be modified.

Clicking the arrow on the "Edit" menu will provide further actions that can be taken - these are:

  • Void: Voiding an invoice will remove all credits applied by payments and discounts, and reverse all debits on the invoice. The discounts created from the debit reversals will be used to zero the invoice. The invoice will then be locked and marked as void.
  • Apply Credits: When selecting "Apply Credits" from the menu, a pop-up window will appear and provide you with the total amount available in credits to apply to the account, the invoice balance, and a spot to specify the amount of available credit you wish to apply to the invoice.
  • Delete: You can only delete manually created invoices where the invoice date is greater than the accounting period close date.
  • Download PDF: This will download the invoice in a PDF format.
  • Email Invoice: This allows you to email the invoice to any contact on the account that has the Financial email category selected.
  • Download Statement: This will download the invoice in a PDF format along with any prior remaining balances.

To view the details of a particular invoice, click on the invoice number, located under the ID column - doing so will expand the selected invoice and provide you with 3 additional inner tabs: Details, Transactions, and Child Invoices.

Details

Although some key details are displayed in the main invoice list along the top, such as the date it was created, the due date, the amount charged, the amount paid (if any), and the total balance, further details about the invoice are provided by clicking the "Details" tab. Within this tab you can view additional information about an invoice, including the remaining amount due on any child invoices, if the account is linked to any child account(s), the dates the invoices covers, the number of months it is for, and whether the invoice is frozen, delinquent, or void. There are also additional pieces of information that upon clicking will open a sidebar menu with further details for that particular item - this includes the invoice number listed beside the Details tab, the account listed, and also the company.

Transactions

The transactions tab will list any transactions that are included on that particular invoice. The items under the Details column of the transactions tab will open a sidebar menu with further information, when clicked. Debit transactions that are listed will have the option "Reverse" available on the right-hand side, just as credit transactions will have the option "Void". Additional prompts will appear if either "Void" or "Reverse" are selected, to fill out any required information and confirm the action.

Reversing a debit will create a corresponding discount that will be used to pay down the associated invoice.
Child Invoices

If an account is the parent of any child account(s), the invoices for the child accounts will appear within the Child Invoices tab. A few details about the child invoice will be listed, including the date of the invoice, the invoice number, the child account it is associated with, and the remaining amount due. The invoice number listed under the Invoice # column is clickable, as well as the child account listed under the Account column - clicking either of these items will result in a sidebar window being displayed that provides further details. For further information on invoices with child accounts, refer to the Child Accounts: Best Practices & How Tos article.

Transaction History

At the top of the transactions tab you will see a banner that displays the amount currently due, the available amount in credits, and the account's total balance. Listed below are all of the financial transactions on the account - this includes debits (charges associated with a specific service), discounts (a credit applied by a service), and payments (a credit applied by a payment method).

  1. The date and time the transaction occurred are displayed here. Clicking on this will display additional tabs that contain more information about the transaction, such as an overview of credits applied, breakdown of associated taxes on the transaction, and other details. The additional tabs displayed here depend on the type of transaction.
  2. This is where the type of the transaction is displayed.
  3. Details of what the transaction was for will be shown here, as well as the quantity. Clicking on this will open up a sidebar menu that contains additional information.
  4. The account the transaction occurred on will be displayed here, and clicking on the account name will open up a sidebar menu with further information on that particular account. If the account is a parent for any child accounts, then transactions associated with the child account will reflect the child account name here instead.
  5. This is where you can see the amount of the transaction. Taxes for the transaction are displayed as the small text under the amount, and will show a 'Taxes' label when hovering over the text.
  6. The balance is displayed here and will reflect each transaction that takes place.
  7. Displayed here are additional actions that can be taken on the transaction, such as "Refund", "Delete", and "Reverse". The available actions will depend on the type of transaction it is. For the "Reverse" option, it performs in a slightly different way depending on the type of transaction, which is detailed below.
    • Payment: Reversing a payment will remove the amount of the payment from the account's Available Credits. If this payment has applied a credit to an invoice, the credit will also be reversed. Payments that go through a processor (such as credit card, eCheck, ACH and PayPal) can also be refunded back to the account holder through the "Refund" option - reversing the payment alone will not act the same as a refund. When performing a refund, there will be an additional checkbox that if checked, will also generate reversals for the same amount that is being refunded.
    • Debit: Reversing a debit will delete it from the system, as long as it is uninvoiced. In any other situation, reversing a debit will create a corresponding discount and leave the debit untouched.
    • Discount: If your accounting period is open, reversing a discount will remove any credits created by the discount from invoices and set the discount to zero. If the accounting period is closed, reversing a discount will create a corresponding debit.
  8. The "Adjustment" option is available here, as well as the "One Time Transaction" option which can be accessed by clicking the down arrow.
    • Adjustment: An adjustment is a special type of service that allows you to specify the amount of the transaction when entering it. An adjustment can be configured to limit each user to only be able to apply a certain amount within a certain period. If this configuration is active, the adjustment will show the amount currently available in the list when being applied. To apply an adjustment, click "Adjustment" and fill out the necessary fields within the Create Adjustment window.
    • One Time Transaction: A one time transaction will apply a debit or credit to an account at the time of entry. All one time transactions must be defined in the Services section of Sonar. To apply a one time transaction, click the down arrow from the menu, select "One Time Transaction" and fill out the necessary fields within the Create One Time Transaction window.
  9. This menu contains different payment options that can be used on the account for both non-processed payments (i.e. cash, check, ACH, or wire) and processed payments (i.e. credit card, bank account). When selecting any of the available payment options from the menu, the payment window that appears will provide the option to apply the payment amount to open invoices.
    • Cash/Check/Wire Payment: This will create an immediate payment on the account. Clicking this will open a Create Payment window where you can specify the payment details. You can use the Reference field to enter a payment reference, such as a check number or wire reference number.
    • Credit Card/Bank Account Payment: To use these options, a payment method must have been added to the account first. Running a processed payment will provide you with an immediate response back from the payment processor, as to whether the payment succeeded or failed - whether the payment fails or succeeds it will be added to the transaction list.

Payment Details

The Payment Details section displays any credit card(s) and bank account(s) that have been saved to this account for future payment. Before you can add a payment method, you must first have configured the appropriate type of payment processor within Sonar. To add a new payment method to the account, you can click "Add Credit Card" or select the arrow from that menu to click the "Add Bank Account" option. Both of these selections will result in an additional window being displayed where you will enter in the relevant payment information.

Once you have a payment method added on an account, there will be an "Edit" menu available for it. This menu will allow you to delete the payment method, edit certain details about it, and also includes the "Auto Payment" checkbox. If the Auto Payment option is enabled, it will automatically be charged for the entire account due balance on the date you have set up for auto pay to run, within the Billing Configuration tab.

For security reasons, all credit card and eCheck payment methods are stored in the system as tokens because Sonar does not store credit card or eCheck numbers - for this reason, they cannot be edited. Therefore, you must delete and re-add a payment method in order to make changes.

Services & Packages

The Services & Packages tab is where you can view all existing services and/or packages on an account, as well as add new services and/or packages. The name of the service, along with a defining label will be displayed (i.e. Recurring if it is a recurring service, Data if it is a data service in which case the upload and download speeds of the data service will be displayed as well, etc), in addition to the amount being charged for the service. Any price overrides will also be reflected here, and if the service uses proration then the Addition Prorate Date will be displayed as well. The "Edit" menu on the right-hand side of each service also provides the options to edit the service details or delete it entirely.

To add a new service click the "Add Service" button; to add a package, click the down arrow from the menu and select "Add Package".

Depending on your user permissions, you will be able to toggle whether or not the service is prorated when added to the account. If you do not have permissions, the default prorating value will be used.

Contracts

This tab displays any existing contract templates that have been assigned to an account. Each contract listed here will also display the name of the contract as well as who it was signed by - if the contract has not yet been signed, a value of Unsigned will be present in the Signed By column instead. Each contract listed can be edited, deleted, or signed through the "Edit" menu, and clicking on the contract name displayed under the Name column will open a sidebar menu with additional details about that particular contract. Adding a new contract is also an available option, and can be completed using the "Add Contract" button.

Billing Configuration

The billing parameters are generally inherited from your system settings, however they can be overridden for an account here. The settings defined here will determine how this account gets billed - for more information on what each parameter means and does, refer to the Billing Parameters Detailed Breakdown document.

Taxes

If the account is calculated to fall within the boundaries of any geo tax zones, the name of the geo tax, the rate, and the name of the tax type will be displayed under the Geo Tax Zone heading. Clicking the text under both the Tax and Name columns will open a sidebar window with further details for each. You will not see anything listed here if you have not configured any geographical tax zones or if the account does not fit into any geographical zones that are created.

The Tax Override section provides you with the option to add a tax override to the account, and also view, edit or delete any existing tax overrides. For additional information on taxes and how they are configured, review the Taxes Setup article.

Child Accounts

Adding a child account to the main parent account can be done here, through the use of "Link Account". Any existing child accounts associated with the account you are viewing will also be listed here. The ID of the child account along with the name are shown, and the option to "Unlink" existing child accounts is provided. For further information on child accounts, refer to the Child Accounts: Best Practices & How Tos article.

Network & Inventory

The Network & Inventory tab is where you can view and add inventory to an account, as well as control provisioning on the account and the assignment of network resources. Within this tab there are also several additional tabs that you can cycle through, displayed at the top - these are discussed further below.

IP Assignments/History

This tab controls all IP assignments on the account and allows you to view current and previous assignments as well as add new ones. Through the use of the toggle on the right-hand side, you can switch between the Active Assignments tab and the Assignment History tab. The Assignment History tab displays every IP that has ever been assigned to the account, as well as some other key details - such as whether it was a soft assignment or not, the date it was assigned and also when it was removed. The Active Assignments tab contains all IPs currently assigned to the account, including information about whether it is a soft assignment or not, the assignee, and any available controls.

Assigning an IP address to an account is the simplest method of IP assignment. The only provisioning that is performed when assigning an IP address to an account is the updating of an address list. Typically, you would assign an IP to an account if all you needed was to maintain an address list for that IP - for example, if this is a subnet routed to a customer, or if it is for some kind of infrastructure like a server or virtual machine.

There are 3 other entities, apart from accounts, that you can assign an IP address to: Inventory Item MAC Address, Uninventoried MAC Address, and RADIUS Account. Each of these are discussed in further detail below, under the similarly titled headings.

Inventory Items

The Inventory tab shows all inventory that is currently assigned to the account, as well as provides the functionality to assign inventory to the account through the "Assign Item" button. Each inventory item listed will display further details about it, including the MAC address of the item it is assigned to, under the IP Assignments tab, and also displays any connected devices under the Connected Devices tab. The "Edit" menu provides additional options for each inventory item, including the ability to change the assignee, edit field values, link it to a ticket, or assign an IP address to it.

Assigning an IP address to an inventory item MAC address will write a DHCP reservation as well as update an address list entry. The DHCP reservation will be written to all DHCP servers associated with the pool that the IP is assigned in.

RADIUS Accounts

The RADIUS Accounts tab allows you to manage RADIUS accounts, if you have an active RADIUS server in Sonar. All RADIUS accounts that are currently associated with the customer account will be displayed here, and you can use the "Add RADIUS Account" button to add a new one. Each RADIUS account listed will also have a menu next to it, which allows you to edit the account details, delete it, or add an IP assignment.

Assigning an IP address to a RADIUS account will write user reply attributes to the RADIUS server. If the IP is from a pool, it will be written as a Framed-IP-Address attribute; if it is from a subnet, it will be written as a Framed-Route attribute. If there is an IP from a pool on the account, the Framed-Route will be pointed to the pool IP address.

Uninventoried MAC Address

Within this tab you are able to see any uninventoried MAC addresses associated with the account and can also add an univentoried MAC address as well. Each one listed will display the MAC address, the associated account and also provide an "Edit" menu with additional options, including adding an IP assignment and also deleting the item.

From a provisioning perspective, assigning an IP address to an uninventoried MAC address is treated exactly the same as assigning an IP address to an inventory item's MAC address. The only difference is that the assignment of an IP address to an uninventoried MAC Address is temporary - once the IP is removed, the MAC will disappear.

Data Usage

The Data Usage tab allows you to view information regarding the data usage on the account - this tab will only function if you are using Sonar in a way that allows for the collection of data usage from the network. For the Usage History, both the period start and end date and times are displayed, along with the total billable usage, the free usage (if any), and the overall total data usage on the account.

Tickets

All of an account's tickets will be available from within this tab. Below is an overview of the content that is displayed and the actions that you can take.

  1. The icon displayed here represents whether the ticket is public or internal. Public tickets will just have the eye icon, whereas internal tickets will have the eye with a strike through it. Hovering over the icon will also display this information.
  2. Ticket priority is shown here, and can be a value of Critical, High, Medium, or Low. Clicking on it will allow you to edit the ticket priority.
  3. This is where the status of the ticket is displayed. A ticket can have a status of Open, Closed, Pending Internal, or Pending External. Clicking on the status will allow you to change the status of the ticket.
  4. The ticket group that the ticket is in will be displayed here. If it is not part of a group, the label will say 'No Group'. Clicking on this will allow you to edit the ticket group of the ticket.
  5. The subject of the ticket is available here and clicking on it will open a sidebar menu with further details about the ticket, including recent activity on the ticket. This menu will also provide you with an option to navigate to the page for that specific ticket as well.
  6. These 5 icons represent different items that could potentially be attached to a ticket and display the total numbers of each. From left to right we have Tasks, Files, Jobs, Inventory, and Child Tickets; if the ticket is associated with any of these, it will be reflected in the number next to the item.
  7. The Edit menu provides several actions that can be performed on the ticket. Clicking "Edit" will open the Edit Ticket window where you can edit details of that particular ticket. Clicking the down arrow next to Edit will display a list of options:
  • Assign: assign an existing user to the ticket
  • Merge Ticket: merge the ticket with another ticket on the account
  • Edit Status: edit the ticket's status
  • Edit Recipients: edit the recipients set up for the ticket - this includes the ability to prefill the recipients with existing contacts on the account, add new recipients not from the account, and delete the current recipients
  • Create Job: create a job based on the ticket - this will prefill the Assignee, the account, and the Ticket fields automatically
  • Delete: delete the ticket

For more information on how ticketing works, refer to the articles available on the knowledge base.

Jobs

This is where you can view all jobs associated with the account, along with the job's details, and also create a new job. Under the Job column each job type is displayed, as well as the amount of time it is scheduled to take, and the date and time the job is scheduled for, if it has been scheduled already. Clicking the job type will open a sidebar menu where you can view further details for that particular job, and from within that menu, can also navigate to the specific page for the job as well. If the job is linked to an existing ticket, it will be displayed and clickable under the Ticket menu; clicking the name of the ticket will open a sidebar menu, displaying further details and also providing a link to navigate into the page for that particular ticket. The Attachments column displays whether there are tasks, notes, or files associated with the job, and the Status column will display the current status for the job (Not Scheduled, Failed, Completed, etc).

If the job has not already been performed, there will be an "Edit" menu available on the right-hand side of the job. Clicking "Edit" will allow you to edit the details for that job, and clicking the down arrow from the menu will provide you with the option to delete it.

Clicking "Create" will open the Create Job window where you can enter in the necessary details and create a new job for the account.

Correspondence

The Correspondence tab is where you will find communications with contacts on an account, in the form of call logs and emails.

Call Logs

The Call Logs section of the Correspondence tab is where you can find all existing call logs for an account, and also where you can create a new one. Each call log will display the subject, duration of the call, the attendant (user) that started the call log, and the date it was created. Clicking the call log name under the Subject column will open a sidebar menu with further details about that particular log. The "Edit" menu available for each call log will allow you to edit the log, delete it, or create either an internal or public ticket based off of the log. If you select either "Create Internal Ticket" or "Create Public Ticket" the information from the call log will be used to populate the Assignee, Account, Subject, and Description fields for the ticket automatically.

Clicking "Start Call Log" will open a new call log window. This window will have a running timer, the associated account listed, and provide you with fields for the subject and body. There is also an option to "Create Ticket On Creation" which will automatically open up a Create Public Ticket window, with the available information from the call log populated, upon clicking "Create" from the call log window.

The call log window will remain in sight regardless of where you navigate within Sonar, and clicking the top banner of the window will minimize it for easier navigation while the call log is running.

For more information on using call logs, refer to the Call Logs: General Best Practices documentation.

Emails

The Emails section of the Correspondence tab contains a list of emails sent to contacts on the account. Each email has the subject, the email address it was sent to, the status of the email, a reject reason if applicable, and the date it was sent. The status of the email can be one of the following:

  • Queued: This means the email has not yet been sent out and is waiting to do so.
  • Sent: Indicates that the email was sent successfully.
  • Rejected: Means that the email was rejected by the recipient's mail server - in this case, the response from the recipient's mail server will be displayed under the Reject Reason column. Emails that are rejected for temporary reasons will be retried; emails that were rejected for permanent reasons, such as the mailbox does not exist, will not be retried.
  • Invalid: This means that the email was determined to be invalid - for example, the email address it was sent out to was not a valid email address.

Clicking on the email subject, under the Subject column, will display the content of the email that was sent.

Contacts

All account contacts will be displayed in the Contacts tab, with the primary contact being displayed at the top. The primary contact for the account will also have a 'Primary' label displayed next to their name, and their email address will be the one that is displayed within the main account header. Clicking on a contact name will open a sidebar menu with further details.

Only one contact can be designated as the primary contact on an account.

There is also an "Edit" menu next to each contact which provides you with 3 additional options: "Edit", "Delete", and "Edit Phone Numbers". Clicking "Edit" will open the Edit Contact window, where you can update any of the contact's existing information. "Delete" will cause the Delete Contact window to be displayed, so that you can confirm this is the action you want to take. Clicking "Edit Phone Numbers" will open the Edit Phone Number screen where you can add a new phone number and/or update an existing one.

To create a new contact, click the "Create" button.

Clicking "Create" will open the Create Contact window. This is where you will input the contact's information such as their name, role, email address, language, etc. The username and password fields are utilized for access to the customer portal, if enabled. This is also where you can define which email categories the contact should be setup to receive in Sonar by using the "Email Categories" dropdown menu. If you have any email categories that are setup to be default, they will appear here automatically but can be removed, if needed.

There is also the checkbox "Become Primary", which will appear when editing or creating a contact for an account that already has a primary contact designated. Checking this box will effectively make the contact the new primary contact.

With the username and password fields, if one of the fields is filled out the other will become required. Once a contact has a password listed, the password field will be grayed out - you can still edit this field by using the toggle, but submitting this field will override the existing password for the contact, which cannot be undone. After submission it will no longer be viewable.

Once you have created your new contact, they will appear from within the Contacts tab of the account.

Custom Fields

The Custom Fields tab contains all of the custom fields defined for the account. If there are no custom fields defined for the account, nothing will be displayed. Otherwise, the name of the custom field along with the value defined on the account for that field will be displayed.

For more information regarding custom fields, check out the Custom Fields Overview and Use Cases article.

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