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Hey there, can enabling OneWorld have any negative...
# general
d
Hey there, can enabling OneWorld have any negative implications or is it generally very backwards compatible?
j
Be very VERY careful about what subsidiary you pick as “primary” / “legacy” for any pre-OW data. All our customers are stuck in the wrong subsidiary and there’s no good way to get them into the right one. Same for employees who have expense reports. Basically we’ve been told for customers to create duplicates of all of them and merge them into themselves. Not idea, especially as we have large subcustomer hierarchies that would get broken.
We’re actually quite close to giving up on subsidiaries altogether and using departments to structure our brands instead.
d
So is this something where we can enable the feature in SB first?
Netsuite says we have to have it in prod and sb
j
Not sure
we definitely had it on in prod and NOT in a SB for a while, because we hadn’t refreshed a SB and it didn’t have OW on while Prod already did
m
@jen Are you saying you can't transfer customer records over to a different subsidiary?
(Basically that you have to create new records if you want to do this, and it doesn't preserve customer history?)
j
you cannot change the primary subsidiary of a customer record once they have transactions associated with them
you can add additional subsidiaries
for us this is a problem as we use supportcases as the starting point for our sales flow (we have a WF button to create opportunity from case), And a case for a customer is ALWAYS under the customer’s primary subsidiary.
and we want supportcases to be visible to staff at all subsidiaries, so we though “ok we will make a ‘common data’ subsidiary, put all cases under that, set that as the primary subsidiary for all customers, and grant all roles access to ‘common data’ in addition to whatever else they need”. But we can’t…..cuz our existing customers are “stuck” under one of our brands.
m
@jen Ouch. That's painful. Is there any way to assign customers to the 'parent company' (root)?
(New customers)
Although I'm guessing... that they still need permissions to see them
Man that stinks 😕.
j
new customers are not a problem
it’s just that we have 17 years of data on existing ones….
parent doesn’t help, be aware that something being at parent level doesn’t automatically mean that people with access to sublevels get access to that record
you would have to explicitly grant access to data at parent level too
it doesn’t inherit permissions
m
Got it. So any customer is basically 'stuck' to a subsidiary once it is created. You need access to that subsidiary to do anything related to the customer.
Thanks a ton for telling me this. It's really helpful to know. I have to talk about these limitations with management, and hopefully they'll help us avoid any expectations that can't be met before we jump into it all.
j
You can add additional subsidiaries to a customer for the purposes of having transactions for multiple subsidiaries for the same customer, but all their cases will be under their primary subsidiary.
m
So their Transactions can be under multiple subsidiaries? That's really weird that they'd restrict cases to only being under primary... maybe I'll provide that as feedback to the rep when they talk about it...
j
Yeah it’s weird, and unexpected
👍 1
g
@jen there's a workaround to updating the primary sub on a customer: make a basic version of the customer with the desired primary sub. Then, merge the old customer record into the new one. You do lose the system notes from the old customer record, but that's it - everything else moves over
j
unfortunately not an option for us, we have way too many customers with subcustomers
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