Introduction : The Dayclose reopen request related cases are raised when the WDs has done dayclose for future date due to which WD will not be able to do any transaction for the current date. Sometimes the WDs would raise dayclose reopen request for amending or doing the back dated transactions. For reopening the dayclose we need the ITC Branch and ITC SMIS approval to reopen the dayclose. Without the branch and SMIS approval we should not proceed with the dayclose reopen request.

Dayclose Reopen : In the tool go to the Day Close Reopen tab and select the date that the WD wants to reopen and click Reopen Day Close and give yes to reopen the dayclose.

Now the Day is opened for the selected date.

• Validations :
• Post Date is not allowed
• Post Invoiced Date is not allowed
• Post Dayclosed Date is not allowed

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/12/2022
Keerthana S	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	1.0	02/12/2022	02/12/2022

Introduction : Our application runs with the help of SQL. In SQL we have two edition that we are using, they are SQL express edition and SQL standard edition. SQL standard edition supports DB size more than 10GB whereas SQL express edition supports DB size 10GB only. Most of the ITC distributors use SQL express edition, so when the DB size nears 10GB the Forum application will not work properly and issues like Forum Server and Client login issues.

In some cases we will be doing this DB shrinking and reindexing process when the forum performance is poor.

DB Size reduce : In the tool there is Database size reduce tab, in that click on the reduce database size button and the database size reducing process will be initiated, during this process the unwanted datas of the received table will be deleted which helps in freeing up some space for DB reindexing and DB shrinking processs.

Database Reindexing : After Database size reduce is completed we should proceed with the Database reindexing. In the DB reindexing the datas in the table get refreshed and rearranged freeing up some space. Now click on the Database Reindex button and the database reindexing will be initiated.

Database Shrinking : After the DB reindexing the DB shrinking is done to shrink the database and reduce its size. Now got the Database shrink tab and click on the Database Shrink button and the Database shrinking will be initiated and post completion of the database shrinking the size of the database will be reduced.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction : In the Scheme Products Refresh tab we will be refreshing the scheme products table, when the scheme is showing in the invoice window but is not applying in the invoices. So we have to close the forum and click on the Scheme Products button in the Scheme Products Refresh tab and give yes to refresh the scheme products table.

Now the scheme products table is refreshed successfully. Now open the forum and check whether the schemes are applying.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/12/2022
Keerthana S	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	1.0	02/12/2022	02/12/2022

Short description
Change the customer credit norm details, such as credit days to be restricted for 60 days for all the customers in the customer master
Severity: SR
Priority: Low
Problem code: Service Request
Inputs:

• 1. Login credentials
• 2. Credit days limit
• 3. Customer details

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal and revert to our customer with the case ID
• Step 2: Login in Tidewater DMS portal
  LINK TO LOGIN- https://tidewater.forumnxt.com/

• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → MASTERS
  • 3. Masters → customer
  • 4. Check the credit days of mentioned customers
  
  • 5. Assign this case to development team
  • 6. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  
  Kindly find the resolved screenshot:
  

Short description
CD requested us to Increase the credit limit.
Severity: SR
Priority: Low
Problem code: Service Request
Inputs:

• 1. Login credentials
• 2. Customer Details
• 3. Credit Limit amount

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal and revert to our customer with the case ID
• Step 2: Login in BPCL DMS portal
  LINK TO LOGIN-Link: https://ssmbpcl.forumnxt.com/

• Step 3: Need to analyze the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → MASTERS
  • 3. In Master, go to → Customers
  
  • 4. In Search box → Search the customers with the given customer details
  
  • 5. Check the → Credit limit for the mentioned customers
  
  • 6. Assign the case to our development team for further process
  • 7. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation

Short description
Corporate page Error
Severity: IR
Priority: Low
Problem code: Unable To Login Online application for all users
Inputs:

• 1. Login credentials
• 2. Screenshot of the error

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step 2: Login in Balmerlawrie DMS portal
  Link for our DMS portal: http://balmerol.forumnxt.com

• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to → Corporate portal and put LOGIN ID and PASSWORD of Corporate portal
  • 2. After login in Corporate portal, go to → CORPORATE PORTAL
  • 3. Kindly find the Error page of Corporate portal:
  
  • 4. Check whether we are getting an error or not
  • 5. If the issue replicates ,Assign this case to development team
  • 6. Once our DEVELOPMENT team has completed the correction, we must provide the customer with screenshots as proof for closure confirmation.
  • 7. Kindly find the resolved screen shot of Corporate portal:
  

Short description
DMS Error
Severity: SR
Priority: Medium
Problem code: Sales Order To Bulk Invoice Creation Problem
Inputs:

• 1. Login credentials
• 2. Screenshot of the error
• 3. From Date and To date to process bulk order conversion

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step 2: Login in Wildcraft DMS portal
  Link for our DMS portal: https://vistaar.wildcraft.com/index.php?module=Users&action=Logout


• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → SALES MANAGEMENT
  
  • 3. In sales management we need to click on → BULK ORDER CONVERSION
  
  • 4. Then we need to put From Date and To Date and then click on → POPULATE
  
  • 5. Check whether we are getting an error or not
  • 6. If the issue replicates ,Assign this case to development team
  • 7. Once our DEVELOPMENT team has completed the correction, we must provide the customer with screenshots as proof for closure confirmation.

Short description
CD is Unable to download the Customer master report from Distributor portal.
Severity: IR
Priority: Low
Problem code: Customer Master Edit
Inputs:

• 1. Login credentials
• 2. Screenshot of the error

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step 2: Login in Adani Wilmer Limited DMS portal
  Link for our DMS portal: https://pragati.forumnxt.com/

• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to àDMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → REPORTS
  
  • 3. In reports find the Customer Master Report
  
  • 4. Then we need to click on →
  
  • 5. Check whether we are getting an error or not
  • 6. If the issue replicates ,Assign this case to development team
  • 7. Once our DEVELOPMENT team has completed the correction, we must provide the customer with screenshots as proof for closure confirmation.
  
  Kindly find the resolved screed shot:
  

Short description
We have saved Invoice No. 4590726812 Dated. 29-11-2022 Rs.1,30,539.00 Sl. No. 1 MAK Ruby Grease 2 Kg HSN: 271019 : 22G03 3 CS But, while making the bill MAK Ruby Grease - 2 Kg - Not accepting.
Severity: IR
Priority: Low
Problem code: Invoice Related Doubts
Inputs:

• 1. Login credentials
• 2. Error screenshot
• 3. Product name

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step 2: Login in BPCL DMS portal
  LINK TO LOGIN- https://ssmbpcl.forumnxt.com/

• Step 3: Need to analyze the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → SALES MANAGEMENT
  
  • 3. In Sales Management àSales Invoice
  • 4. Create new invoice with the given product name
  
  • 5. Check error is there or not
  
  • 6. Assign this case to development team
  • 7. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  • 8. Kindly find the resolved screenshot
  

Short description
In the distributor portal report number 30 salesman wise invoice summary report is not generating.
Severity: IR
Priority: Low
Problem code: Others
Inputs:

• 1. Test Login
• 2. Ask for the report's name

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step 2: Login in Tide Water portal
  LINK TO LOGIN- https://tidewater.forumnxt.com/

• Step 3: Need to analyze the issue based on the following steps:
  • 1. Assign this case to development team
  • 2. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  • 3. Kindly find the resolved screenshot & Working file
  

Short description
We are not able to update Salesman details in Forum NXT portal. It is asking to update Salesman category, but no option is appearing in dropdown.
Severity: IR
Priority: Low
Problem code: Invoice Related Doubts
Inputs:

• 1. Login credentials
• 2. Error screenshot

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step 2: Login in BPCL DMS portal
  LINK TO LOGIN - https://ssmbpcl.forumnxt.com/
• Step3:Need to analyse the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → SALES FORCE
  
  • 3. In sales force → Salesman → Create new salesman
  
  • 4. Check salesman category group
  • 5. Check error is there or not
  
  • 6. Assign this case to development team
  • 7. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  
  Kindly find the resolved screenshot
  

Short description
While we try to bill, we are getting this error
Severity: IR
Priority: Low
Problem code: Invoice Related Doubts
Inputs:

• 1. Login credentials
• 2. Error screenshot
• 3. Customer name

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step2: Login in BPCL DMS portal
  LINK TO LOGIN- https://ssmbpcl.forumnxt.com/

• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → SALES MANAGEMENT
  
  • 3. In Sales Management → SALES INVOICE
  • 4. Check error is there or not
  
  • 5. Assign this case to development team
  • 6. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  
  Kindly find the resolved screenshot
  

Short description
We are not able to download sales report data from DMS of below customer
Severity: IR
Priority: Low
Problem code: Invoice Related Doubts
Inputs:

• 1. Login credentials
• 2. Error screenshot
• 3. Report name
• 4. From and to date of the report

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step2: Login in Wildcraft DMS portal
  LINK TO LOGIN- https://vistaar.wildcraft.com/index.php?module=Users&action=Logout

• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → REPORTS
  
  • 3. In Reports → Find the mentioned report name
  
  • 4. After finding report then we need to put from and to date of the report and click on → Generate & Download
  • 5. Check error is there or not
  
  • 6. Assign this case to development team
  • 7. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  
  Kindly find the resolved screenshot
  

Short description
CD raised a concern regarding GST number need to be updated in the sales invoices
Severity: SR
Priority: Low
Problem code: Service Request
Inputs:

• 1. Login credentials
• 2. Invoice number & GST number
• 3. Customer name

Workflow
Analysis template

• Step 1: Create the case for the reported issue in our service now portal with required information and revert back to our customer with the case ID
• Step2: Login in Tidewater DMS portal
  LINK TO LOGIN- https://tidewater.forumnxt.com

• Step 3: Need to analyse the issue based on the following steps:
  • 1. Go to → DMS portal and put LOGIN ID and PASSWORD of CD
  • 2. After login in DMS, go to → SALES MANAGEMENT
  
  • 3. In sales Management we need to click on → SALES INVOICE
  
  • 4. Check the mentioned invoice
  
  • 5. Check error is there or not
  
  • 6. Assign this case to development team
  • 7. Once correction is done from our DEVELOPMENT team, then we have to revert to customer with screenshots for closure confirmation
  
  Kindly find the resolved screenshot
  

Short description
Forum not Syncing properly
Severity: SR
Priority: Medium
Problem code: UPLOADED REPORTS NOT RECEIVED AT CENTRAL_ITC
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status : Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence : in sequence/not in sequence
• Server connectivity : http://cisedi.itc.in/forumserverbridge/test.aspx
• Event Viewer : Dot net error or any other errors
• Anti-virus and Window Firewall: On/Off
• Temp files - Yes/No
• Forum App running in the component services - Yes/No
• The Installation Path Forum upload, Forum Download folder XML Count :

Note: Above fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Forum Sync Issue:


Below are the step-by-step process to complete the analysis checklist:

How to clear the Temp files?
• Step 1: Click on Windows and search for "RUN"

• Step 2: Click on "RUN" and type %temp% and the find the temp files

• Step 3: Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files
How to check the LDF Database size?
• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva LDF 2021--- select the "Properties"---and find the LDF Size.

How to check the MDF Database size?
• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva MDF 2021--- select the "Properties"---and get the LDF Size.

How to find the status Anti-virus and Window Firewall?
• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.
How to check Database mode?
• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

How to Check FSU sequence - in sequence/not in sequence?
• Step 1: Go to the SQL server management studio (SSMS) in WD's system → Click on New query → Execute the FSU Sequence query.

• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully without showing any FSUID.

• Step 3: Check for .Net errors and ntdll.dll errors in the event viewer



.Net error





ntdll.dll error


• Step 4: Check whether the forum is connected with the server or not by browsing the below mentioned URL in the browser - http://cisedi.itc.in/forumserverbridge/test.aspx

• Step 5: Check the Error Log in the Forum File Location and check the errors regarding the sync.

• Step 6: Check for the Number files available in the Forum upload folder



Now Share the case with the Development Team for the resolution of the issue, do not execute the sync query without development team's confirmation.

Short description
FSU Installation Issue
Severity: IR
Priority: Critical
Problem code: FSU INSTALLATION FAILED_ITC
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• MSDB Database status: Good/Corrupted
• Database mode: Corrupted/Suspect /single user /recovery Mode
• Availability of all the FSU in ForumUploadDownload Should not be in zero KB: Yes/No
• Error Log details in (tblerrorlog and Installation Path Error file):
• Installation Path MERInstaller.EXE availability : Yes/No
• Event Viewer : Dot net error or any other errors
• LDF Database size :
• MDF Database size :
• Anti-virus and Window Firewall: On/Off
• Temp files - Yes/No
• SQL Version : Select @@Version

Note: Above fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Below are the step-by-step process to complete the analysis checklist:

How to clear the Temp files?
• Step 1: Click on Windows and search for "RUN"

• Step 2: Click on "RUN" and type %temp% and the find the temp files

• Step 3: Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files
How to check the LDF Database size?
• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva LDF 2021--- select the "Properties"---and find the LDF Size.

How to check the MDF Database size?
• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva MDF 2021--- select the "Properties"---and get the LDF Size.

How to find the status Anti-virus and Window Firewall?
• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.
How to check Database mode?
• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

How to Check FSU sequence - in sequence/not in sequence?
• Step 1: Go to the SQL server management studio (SSMS) in WD's system → Click on New query → Execute the FSU Sequence query.

• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully without showing any FSUID.

• Step 3: Check the error log of the failed FSU by using below queries



Select * from tblinstallationdtl where FSUID='FSUID'
Select * from tblerrorlog where installationID= 'instalation ID'


• Step 4: Check the eventviewer for .Net and ntdll.dll errors.



.Net error





ntdll.dll error





Now assign the case to the development team for Analysis for correction.
After the Correction from the Development Team login the forum and the FSUs will start installing.




Note : If there is any hardware or software issue with the confirmation from the Development team revert to the TCS and WD for Hardware correction.


FSUs are Installing :




After the FSU Installation the Forum will get Open and the issue is resolved.

Short description
Winner SKU not showing in Vajra
Severity: IR
Priority: Critical
Problem code: HH CONFIGURATION_ITC
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status - Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence - in sequence/not in sequence
• LDF Database size - KB/MB/GB
• MDF Database size - KB/MB/GB
• View details : v_sd_outletflag_prod/v_sd_outletflag_proddtl
• MERP Support tool should delete:
• Relevant screenshots should be updated in the case:
• Case history should be checked:
• Control ID:
• Password:

Note: Highlighted fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Below are the step-by-step process to complete the analysis checklist:

How to clear the Temp files?
• Step 1: Click on Windows and search for "RUN"

• Step 2: Click on "RUN" and type %temp% and the find the temp files

• Step 3: Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files
How to check the LDF Database size?
• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva LDF 2021--- select the "Properties"---and find the LDF Size.

How to check the MDF Database size?
• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva MDF 2021--- select the "Properties"---and get the LDF Size.

How to find the status Anti-virus and Window Firewall?
• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.
How to check Database mode?



Database Health Checkup: While performing the database you should close forum in Server and all the other nodes. If the the forum is not closed we will get the below mentioned popup. So kindly ensure whether all the nodes are closed before performing the database health checkup.





Once the nodes are closed the application will allow to perform the database health checkup and ask for the yes or no popup to perform the database health checkup.





After that the database health checkup will be get initiated.





If the database is good we will get the below mentioned popup.





If the database is not good the below mentioned popup will appear stating that the database is corrupted, in that case we have to proceed with the DB Correction. Which we will be seeing in upcoming articles





FSU Sequence Check : After Database health checkup close the tab and open the FSU sequence check tab and click on the Check FSU Sequence. If there is no FSU listed the FSUs are in sequence.





If the FSUs are not in sequence the FSU list will be listed, from which the FSU sequence is missed. We will be seeing about the FSU sequence reset in the upcoming articles.





Checking YEP status : The YEP( Year End Process) status is used to confirm whether the close period is completed or not in the previous operating year databases. The status of the databases are listed below:

• Status ‘2’ = YEP completed properly
• Status ‘1’ = YEP completed partially or incorrectly Incompleted
• Status ‘0’ = Indicates Current operating year or live database
If the status of the previous year database is ‘0’ or ‘1’ it should be updated as ‘2’. In the tool with help of YEP status tab we can check the YEP status.

In the YEP status tab, click on the Check FYCP Status button it will show the FYCP Status of all the available databases, if the FYCP status of the databases are proper no need to update the status.

If the FYCP status is not proper we have to update the status correct FYCP status.




Now click on the Update Fycp Status button and the FYCP Status of the databases will be updated correctly.




• Step 3 → Now open new query and check the given View using select query
  E.g. select * from (the given View)


• Step 4: If the mentioned view does not show any data, execute the refresh query given, with the confirmation from the Development Team. Before execution of the query take the backup of the current Database from the SQL.

• Step 5: Now again check the views using select query and the view will show the Data

Now revert the case to TCS that the Datas are coming in the given Views with a screenshot and ask the WD to start his billing.

Note : If the views are not showing any Datas after executing the refresh query discuss with the development team and the development team will suggest you for initiating manual datapost in the backend.

Manual Dataposting :

The manual dataposting will take around 6 Hrs approximately.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/12/2022
Keerthana S	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	1.0	02/12/2022	02/12/2022

Introduction :While doing the first level of analysis if the database is corrupted we will be assigning the case to the development team for DB Correction. But with the help of this tool the DB correction is done in our support end itself. Below are the step by step processs for the DB correction.

Correction with the help of Recent backup :After identifying the recent backup with the good condition copy the backup to another location and rename the good backup which is going to be used for the correction process as “Minerva_backup.bak”.

In some scenarios the DB will be in the suspect mode in that case we have to change it to emergency mode and multiuser mode, with the help of the tool.

In the tool click on the emergency mode and after that click on the multiuser mode to make the data base in to the temporarily accessible mode.

Now after changing the Database mode click on the create fresh DB with backup database and click on the Restore Backup D button and the backup DB will be restored successfully.

DB correction with the FSU installation :If the recent Backup is not good the DB Correction can be done with the help of FSUs installation in the tool click on the Using fresh DB creation with the FSU installation and click on the check the FSU availability, if the FSU are available click on the create FreshDB button and the DB creation will begin.

Now click on the Check Missing tables to find the missing tables, if the tables are not available click on the create missing tables option. After that click on the Check missing column count, if the columns are not available click on the create missing columns.

After the FreshDB creation click on the Data transfer tab and click the Proceed Data transfer to Fresh DB option, the datas from the corrupted DB will be transferred to the created Fresh DB.

If the table datas are not transferred, the list of tables will be listed in the view box as below.

Now Enter that table name in the transfer data box and give transfer data and the data will be transferred, now enter table name in the record to check the count mismatch.

After the data transfer click on the Check for record Counts option to find the record count mismatch in the corrected database.

If the record mismatch is there the name of the table and the mismatched count will be displayed below.

If the Count mismatch is there we have to assign the case to the devolopment team for data transfer.

If there is no record count mismatch click on the Backup Corrected DB to take the backup of the corrected database and the backup will be created in the Forum installation path.

And after that restore the corrected backup via restore backup exe.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction :In this issue WD has submitted his spend RFA but it is not reflected in Astra portal, so we have to resubmit the RFA activity codes which are given from the ITC EDI Team for the mentioned month.

In the tool open the RFA resubmit tab, select the start date and end date as the month in which the activity codes belongs to. Now enter the activity codes in the activity codes window with a comma between each activity codes if the activity codes are more than one.

Now Click on the Validate activity codes to check whether the given activity codes are valid activity codes. If it is valid it shows valid, If not valid it shows invalid.

Now click on the Reopen spend RFA and the valid activity codes will be ready for resubmission in the spend window in the pending state.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction :In order to reduce the time taken for resolution of the issues in Forum ITC, our development team has developed a tool for various repeated scenarios which can be resolved in our end without the dependency of the development team. The tool is developed with 14 tabs which are mentioned below.

• 1. FSU Sequence Check
• 2. FSU Availability
• 3. FSU Sequence Reset
• 4. FSU Patch Installer
• 5. Day Close Reopen
• 6. Spend RFA Resubmit
• 7. YEP Status
• 8. Line Feed Checking
• 9. Scheme Products Refresh
• 10. Database Health Checkup
• 11. Database Size Reduce
• 12. Database Reindex
• 13. Database Shrink
• 14. Database Correction

Instructions to use the tool :

• 1. Once you taken the control, copy and paste the tool in the forum installation path.
• 2. The tool will work only in the forum installation path.
• 3. Before opening the tool kindly ensure whether the forum is closed in the server and client nodes, because the tool will not work if the Forum is open.
• 4. You cannot switch the tabs without closing the current tab in the tool, so close the current tab before navigating to the next.
• 5. Once the analysis is completed / issue is resolved / assigning the case to development team / disconnecting the control, the tool must be deleted from the WD system.
• 6. Backup of Forum database must be taken before using the Support Tool.

Tool Login Credential :

Username : support
Password : P@ssw0rd

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction :The Line Feed Removing tab is used when we get issue regarding the unnecessary gaps in the reports related to transactions and reports having customer billing and shipping address.

In the tool after entering in to the Line Feed Removing tab click on the Checking in Customer Master button it will fetch the number of customer detail having gaps.

Now click on the Removing in the customer master button to remove the gaps. Now the gaps are removed in Customer Master table.

Now Click on the Checking in Invoice Abstract button to check the count in the Invoice Abstract table.

Now click on the Removing in Invoice Abstarct button to remove the gaps in the Invoice abstract table.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction :Previously we were doing the first level analysis in database like database health check up and FSU sequence check in the SQL with the queries. But now we can do those checkups with the help of Tool.

Database Health Checkup: While performing the database you should close forum in Server and all the other nodes. If the the forum is not closed we will get the below mentioned popup. So kindly ensure whether all the nodes are closed before performing the database health checkup.

Once the nodes are closed the application will allow to perform the database health checkup and ask for the yes or no popup to perform the database health checkup.

After that the database health checkup will be get initiated.

If the database is good we will get the below mentioned popup.

If the database is not good the below mentioned popup will appear stating that the database is corrupted, in that case we have to proceed with the DB Correction. Which we will be seeing in upcoming articles

FSU Sequence Check : After Database health checkup close the tab and open the FSU sequence check tab and click on the Check FSU Sequence. If there is no FSU listed the FSUs are in sequence.

If the FSUs are not in sequence the FSU list will be listed, from which the FSU sequence is missed. We will be seeing about the FSU sequence reset in the upcoming articles.

Checking YEP status : The YEP( Year End Process) status is used to confirm whether the close period is completed or not in the previous operating year databases. The status of the databases are listed below:

Status ‘2’ = YEP completed properly

Status ‘1’ = YEP completed partially or incorrectly Incompleted

Status ‘0’ = Indicates Current operating year or live database

If the status of the previous year database is ‘0’ or ‘1’ it should be updated as ‘2’. In the tool with help of YEP status tab we can check the YEP status.

In the YEP status tab, click on the Check FYCP Status button it will show the FYCP Status of all the available databases, if the FYCP status of the databases are proper no need to update the status.

If the FYCP status is not proper we have to update the status correct FYCP status.

Now click on the Update Fycp Status button and the FYCP Status of the databases will be updated correctly.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction : When WD wants to login in to the previous operating year to take printout of the Invoices, reports and do other activities, at that time forum will not get logged in and the recovery manager will open. In that case we will be checking the YEP Status and update the status and install the FSU Patch in the previous year databases available.

Need to check current year Database FSU sequence , if no sequence, then detach all the old year's DB and reset the FSU sequence for the current year's database and install FSU and login forum. After login forum, attach the all the old year DB and run the patch installer.

Now close the forum and open the tool in that go to the FSU Patch Installer tab and select the database in which the WD wants to login, and click Check FSU List to validate the FSU availablity.

Now click on the Proceed to Run Patch.dat button to install the FSU patch in the selected database. Now the patches will get installed.

Once the Patches are installed in the selected database now login in to the selected operating year.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Introduction : If the FSU are not in sequence we have to reset the sequence. For that first we have to check the availability of FSU using FSU Availability tab. In that first select the database in which the FSU is not in sequence and click on the Check FSU list button and it will list the available FSUs. If the FSUs are not available it will be highlighted in red colour and click on Save FSU and a MissingFSUList notepad will be saved in the file location. So we have to copy the missing FSU files in the Forum update download folder in the forum installation path.

FSU reset will be in 2 ways:

a. Force reset if FSU is already in sequence

b. The FSU sequence may is out and will reset from that FSU sequence from the FSU shown in screen.

Once the missing FSUs are pasted in the installation path you will get a popup that all the FSUs are available in the application path. We can proceed with the FSU Sequence reset.

Now go to the FSU Sequence Reset tab and click on the FSU Sequence Check button and after that click on FSU sequence reset button and give yes to reset the sequence. Now open the forum the FSUs will get installled.

After the FSU installation don’t open the forum, open the tool and go to the FSU Sequence Reset tab and click on the Reports to Upload Update button to update the reports upload date in Forum, and the reports to upload date will be updated correctly. Now open the Forum.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/02/2024

Short description
WD has incorrectly updated the dayclose date, so requesting us to correct the Day close date.
Severity: SR
Priority: High
Problem code: UNABLE TO DO CLOSE PERIOD_ITC
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.
• 3. Need to ask for which date, Day close needs to be updated.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status - Good/Corrupted
• FSU sequence - in sequence/not in sequence
• Anti-virus and Window Firewall: On/Off
• ForumApp running in the component services - Yes/No
• Dayclosemodule date and Lastinventoryupload date:
• Date need to be updated in dayclose module:
• SQL Version : Select @@Version
• ITC Confirmation Mail : Yes/No

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

FSU sequence - in sequence/not in sequence

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query → Execute the FSU Sequence query.
• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully.

• If NOT the query will be executed with the errors
  • Step 1: We need to check how many rows has been affected in the Execution result part.
  • Step 2: Need to share those details to our Development team.
  • Step 3: After the completion for the FSU RESET process from our Development team.
  • Step 4: Need to login the Forum MicroERP, so that the FSU will starts installing.
  • Step 5: According to the numbers of the FSU's, the installation time will be taken.
  • Step 6: Once after the FSU Installation gets completed and the forum gets logged in.
  • Step 7: We need to logout the Forum and open the SQL server management studio (SSMS).
  • Step 8: Again we need to cross verify whether the FSU is in correct sequence or not.
  • Step 9: After the executing the FSU query, we come to know that the FSU are in correct Sequence.

How to find the status Anti-virus and Window Firewall?

• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.

ForumApp running in the component services - Yes/No

Search for Component services → Click on Computer à My Computer à “COM+ APPLICATION” → Right click on "ForumAPP" and click "Start".
If the ForumApp is running, then it is in good state.

IF NOT, THE FORUMAPP WAS NOT RUNNING IN THE COMPONENT SERVICES

Delete that existing ForumApp in the component services and need to create a new one.
To create a new ForumApp in component services.

• Step 1: Click on back menu and go to the Main Component services page.
• Step 2: Click on Computer à My Computer à Right click on “COM+ APPLICATION” à “Database”àthen select "NEW DATABASE" create a new application and name it as "ForumApp".
• Step 3: To build the connection → Click on Local disk C → Windows → Syswow64 → CTL → decrypt encrypt.dll
• Step 4: After the connection built → Right click on "ForumAPP" and click "Start" then the ForumApp will run fortunately.

Dayclose module date and Lastinventory upload date

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query
• Step 2: Execute the Query "select * from dayclosemodules" to check the Dayclose Module date
• Step 3: Execute the Query "select lastinventoryupload, * from setup" to check the LastInventoryupload date
• Step 4: Check if both the dayclosemodule and lastinventory upload table are updated with the incorrect date.
• Step 5: Also Execute the query → select * from reportstoupload table → need to verfify whether any reports sent on incorrect date.

Date need to be updated in dayclose module

Need to check and confirm with the WD that which Date need to be updated in dayclose module.

How to find the SQL Version in WD system?

In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

MAJOR CHECK OUT

We need the branch approval for the DayClose Reopen and ITC confirmation Mail from the Respective Spocs.

RESOLUTION PART

• Step 1: After completing the Checklist Analysis. Need to share the fetched required information with our development team for the further analysis.
• Step 2: Once the development team reopened the Dayclose, check once and take a screenshot for the reference.

• Step 3: Then call the WD and confirm with the WD post getting the confirmation update the screenshot in the ServiceNow Portal and revert for the closure confirmation.

Short description
Customer is “ Unable to LOGIN” into our Forum Application.
Severity: IR
Priority: Critical
Problem code: UNABLE TO LOGIN FORUM_ITC
Reference Case ID- IT#0034222147
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Information needs to be conveyed to the customer:

We should notify the customer that the database has been corrupted and advise WD to stop billing in the client system to proceed with database correction.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database mode - Corrupted/Suspect /single user /recovery Mode
• Recent back status: Health/Partial Health/ is not available
• LDF Database size: KB/MB/GB
• MDF Database size : KB/MB/GB
• Anti-virus and Window Firewall: On/Off
• Temp files : Yes/No
• Consistency Error Count :
• SQL Version : Select @@Version
• MERP Support tool should delete : Yes/No
• Relevant screenshots should be update in the case : Yes /No
• Case history should be checked:
• Control ID:
• Password:

Note: Above fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

Database Health Checkup: While performing the database you should close forum in Server and all the other nodes. If the the forum is not closed we will get the below mentioned popup. So kindly ensure whether all the nodes are closed before performing the database health checkup.

Once the nodes are closed the application will allow to perform the database health checkup and ask for the yes or no popup to perform the database health checkup.

After that the database health checkup will be get initiated.

If the database is good we will get the below mentioned popup.

If the database is not good the below mentioned popup will appear stating that the database is corrupted, in that case we have to proceed with the DB Correction. Which we will be seeing in upcoming articles

FSU Sequence Check : After Database health checkup close the tab and open the FSU sequence check tab and click on the Check FSU Sequence. If there is no FSU listed the FSUs are in sequence.

If the FSUs are not in sequence the FSU list will be listed, from which the FSU sequence is missed. We will be seeing about the FSU sequence reset in the upcoming articles.

Checking YEP status : The YEP( Year End Process) status is used to confirm whether the close period is completed or not in the previous operating year databases. The status of the databases are listed below:

Status ‘2’ = YEP completed properly

Status ‘1’ = YEP completed partially or incorrectly Incompleted

Status ‘0’ = Indicates Current operating year or live database

If the status of the previous year database is ‘0’ or ‘1’ it should be updated as ‘2’. In the tool with help of YEP status tab we can check the YEP status.

In the YEP status tab, click on the Check FYCP Status button it will show the FYCP Status of all the available databases, if the FYCP status of the databases are proper no need to update the status.

If the FYCP status is not proper we have to update the status correct FYCP status.

Now click on the Update Fycp Status button and the FYCP Status of the databases will be updated correctly.

How to check the Recent back status?

Step 1 : Go the Forum MicroERP file location

Step 2 : Select "Backup Folder"

Step 3 : Search for the recent backup

Step 4 : Then go to the SQL Management studio

1. Click on Database → New Database → "Add a new name as (eg:TESTDB)"

2. Then Right Click on TestDB

3. Click on Task → Restore → Databases

4. Restoring mini tab will be opened

5. In that select "Device"

6. Go to that Forum MicroERP recent Back up file location

7. Select that particular Backup (For Eg- Forum_DMS782_2022.bak) and click Okay. The restore path's location must be verified.

8. Select the overwrite OPTION

9. And Click on Restore "Okay"

10. That particular Backup will restore in the "TESTDB" Database.

11. Open new query, click on the Drop down icon and select the "TEST DB"

12. Execute the Query (DBCC CHECKDB)

13. If the Query was executed successfully, then the recent DB is in Good status

How to check the LDF Database size?

Step 1 : Go the Forum MicroERP file location

Step 2 : we can right click on the Minerva LDF 2021--- select the "Properties"---and find the LDF Size

How to check the MDF Database size?

Step 1 : Go the Forum MicroERP file location

Step 2 : we can right click on the Minerva MDF 2021--- select the "Properties"---and get the LDF Size

How to find the status Anti-virus and Window Firewall?

Step 1 : Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off

Step 2 : Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it

How to clear the Temp files?

Step 1 : Click on Windows and search for "RUN"

Step 2 : Click on "RUN" and type %temp% and the find the temp files

Step 3 : Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files

How to find the Consistency Error Count after executing the DBCC query?

Step 1 : Click on the Drop down icon and select the latest Minerva (Minerva 2022)

Step 2 : Execute the Query (DBCC CHECKDB)

Step 3 : DBCC CHECKDB command in the SQL server checks the logical and physical consistency error count.

How to find the SQL Version in WD system?

Step 1 : In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

RESOLUTION PROCEDURE:
Correction with the help of Recent backup : After identifying the recent backup with the good condition copy the backup to another location and rename the good backup which is going to be used for the correction process as “Minerva_backup.bak”

In some scenarios the DB will be in the suspect mode in that case we have to change it to emergency mode , single user mode and multiuser mode, with the help of the tool.

In the tool click on the emergency mode and after that click on the multiuser mode to make the data base in to the temporarily accessible mode.

Now after changing the Database mode click on the create fresh DB with backup database and click on the Restore Backup D button and the backup DB will be restored successfully.

DB correction with the FSU installation : If the recent Backup is not good the DB Correction can be done with the help of FSUs installation in the tool click on the Using fresh DB creation with the FSU installation and click on the check the FSU availability,if the FSU are available click on the create FreshDB button and the DB creation will begin.

Missing tables to find the missing tables, if the tables are not available click on the create missing tables option. After that click on the Check missing column count, if the columns are not available click on the create missing columns.

After the FreshDB creation click on the Data transfer tab and click the Proceed Data transfer to Fresh DB option, the datas from the corrupted DB will be transferred to the created Fresh DB.

After the data transfer click on the Check for record Counts option to find the record count mismatch in the corrected database.

If the record mismatch is there the name of the table and the mismatched count will be displayed below.

If the Count mismatch is there we have to assign the case to the devolopment team for data transfer.

If there is no record count mismatch click on the Backup Corrected DB to take the backup of the corrected database and the backup will be created in the Forum installation path.

Step 4 : Then we need to proceed with the restoration process of corrected database.

Step 5 : Before restoring we need to inform the WD to close the forum applications and end task of forum application in task manager

Step 6 : Then we have to go to the Forum MicroERP file location---- click on "RestoreBackup.exe" and select the corrected Db ""D:\Minerva_DMS782_2022_CorrectedDB_280112022.bak".

Step 7 : Select the "Restore" option

Step 8 : After Restoration process completed, login the Forum MicroERP Application, then FSU will get download and starts installing.

Step 9 : After the FSU installation is successfully completed, The Forum MicroERP Application will be Logged in Successfully.

Step 10 : Once the Forum got logged in take a screenshot and attach in the respective incident ticket and call the WD to inform that the forum was logged in and confirm with the WD post getting the confirmation Update the screenshot and revert for the closure confirmation.

Exceptional Scenario :
If we Could not able to recover (correct ) the Database, need to have a discussion with the development team and update in the case that our development team could not able to recover all the important tables, then we have to check any recent backup available at WD With good status and intimate the TCS team to check with branch to restore it.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Ramesh T	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	2.0	02/02/2024	02/12/2022
Keerthana S	Vimal Kumar	Julian Shawn Dmonte - Deputy Manager	1.0	02/12/2022	02/12/2022

Short description
Forum Server Working Slow
Severity: SR
Priority: Medium
Problem code: TRANSACTIONS PERFORMANCE ISSUE_ITC
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status : Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence : in sequence/not in sequence
• LDF Database size : KB/MB/GB
• MDF Database size : KB/MB/GB
• Temp files - Yes/No
• Anti-virus and Window Firewall: On/Off
• DataPost Running Status :
• Re-indexing - Yes/No
• DB shrinking - Yes /No
• Drive space :
• System Performance monitory : Yes/No
• Version Upgradation : Yes/No

Note: Above fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Below are the step-by-step process to complete the analysis checklist:

How to clear the Temp files?

• Step 1: Click on Windows and search for "RUN"

• Step 2: Click on "RUN" and type %temp% and the find the temp files

• Step 3: Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files

How to check the LDF Database size?

• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva LDF 2021--- select the "Properties"---and find the LDF Size.

How to check the MDF Database size?

• Step 1: Go the Forum MicroERP file location
• Step 2: we can right click on the Minerva MDF 2021--- select the "Properties"---and get the LDF Size.

How to find the status Anti-virus and Window Firewall?

• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

How to Check FSU sequence - in sequence/not in sequence?

• Step 1: Go to the SQL server management studio (SSMS) in WD's system → Click on New query → Execute the FSU Sequence query.

• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully without showing any FSUID.

• Step 3: Now close the SQL and Forum in all client PCs and Start the DB Re-Indexing in command prompt with the help of Re-Indexing Script.

• Step 4: Once the DB Re-Indexing is done go to forum file location and run the ShrinkDB.exe and wait for the DB shrinking process to get finished.

• Step 5: After DB shrinking open the Forum and ask the WD to check the forum performance and if the performance is good and okay the issue is resolved.

If the performance is still slow

Assign the case to the development team they will remove the unwanted records from the tables that are getting slow and after that, again ask the WD to check the performance and now the performance will be good.

Note:

This issue is mainly caused due to the following reasons:

• System hardware issue or environmental issue.
• Due to unwanted softwares and malware.
• Due to low disk space for forum Application.
• Increased size of the DB.

Short description
Wd raised a concern regarding the till date actual points are not updated in the Performance Report.
Severity: SR
Priority: High
Problem code: REPORT DATA MISMATCH_ITC
Reference Case ID - IT#0031097740
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.
• 3. We need to ask the WD about which report, date range and the column data is getting mismatched.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database - Good/ Corrupted
• FSU sequence - in sequence/not in sequence
• Report Name:
• Correct value should be reflected:
• Parameter screen Shot : Yes/No
• Dayclosemodule date and Lastinventoryupload date:
• SQL Version : Select @@Version

Note: Above fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

FSU sequence - in sequence/not in sequence

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query → Execute the FSU Sequence query.
• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully.

• If NOT the query will be executed with the errors
  • Step 1: We need to check how many rows has been affected in the Execution result part.
  • Step 2: Need to share those details to our Development team.
  • Step 3: After the completion for the FSU RESET process from our Development team.
  • Step 4: Need to login the Forum MicroERP, so that the FSU will starts installing.
  • Step 5: According to the numbers of the FSU's, the installation time will be taken.
  • Step 6: Once after the FSU Installation gets completed and the forum gets logged in.
  • Step 7: We need to logout the Forum and open the SQL server management studio (SSMS).
  • Step 8: Again we need to cross verify whether the FSU is in correct sequence or not.
  • Step 9: After the executing the FSU query, we come to know that the FSU are in correct Sequence.

Report Name- we can find the Report in the Incident Issue Description

• Step 1- Go to View menu in Forum → click on Reports → WD Reports → Open the Performance Report.

• Step 2- Select the Appropriate Date Range (From Date--To Date) and select the Report TYPE as “Monthly”

• Step 3- Select the Required Parameter → Click on generate

• Step 4- Take a call with the WD and ask them to show and confirm which value is getting mismatch → need to take a screenshot with the Parameter for the reference.

Dayclose module date and Lastinventory upload date

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query
• Step 2: Execute the Query "select * from dayclosemodules" to check the Dayclose Module date
• Step 3: Execute the Query "select lastinventoryupload, * from setup" to check the LastInventoryupload date

SQL Version

In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

Resolution Part

• Step 1- After completing the Checklist Analysis. Need to share the fetched required information with our development team for the further analysis.
• Step 2- Once the development team done the correction, Generate the respective Report, check once and take a screenshot for the reference.
• Step 3- Then call the WD to inform that the Report value mismatch issue has been rectified and confirm with the WD post getting the confirmation update the screenshot in the ServiceNow Portal and revert for the closure confirmation.

Short description
“Print not Coming in forum” from Forum Application.
Severity: IR
Priority: Critical
Problem code: PRINT NOT COMING FROM SERVER NODE_ITC
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database mode: Corrupted/Suspect /single user /recovery Mode
• SQL Version : Select @@Version
• FSU sequence - in sequence/not in sequence
• Anti-virus and Window Firewall: On/Off
• Print mode: Windows or Dos mode
• Print Issue INI :
• Dos mode connection: Active/Inactive
• Net Use Command : - Yes/No( e.g.: net use lpt1: /delete
  Go
  NET USE LPT1: \\System Name\epson
  Go

Note: Above fields are to be filled with appropriate data after analysis and should be posted in ServiceNow.

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

How to Check FSU sequence - in sequence/not in sequence?

• Step 1: Go to the SQL server management studio (SSMS) in WD's system → Click on New query → Execute the FSU Sequence query.

• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully without showing any FSUID.

• Step 3: Check the mode of print in forum by clicking tools à Options à Print Format, it shows what kind of print mode the WD is using. There are 2 modes, DOS and Windows.

• Step 4: Check the availability of all the INI files in the printer settings file in the forum file location.
Forum file Location

Printer Settings Folder

• Step 5: Now open the Command Prompt and execute the Net use Command

• Step 6: Now give an invoice print from Forum and the print will come from the Forum to the printer.

RESOLUTION PROCEDURE:

After completing the Checklist Analysis, Execute the NetUse Command in the Command prompt the mentioned issue will get resolved and the print will come from the Forum Application.

Short description
WD logged a call regarding “GGRR report is not generating” in our Forum Application.
Severity: SR
Priority: High
Problem code: REPORT IS NOT GENERATING/UPLOADING
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.
• 3. We need to ask the WD about which report, date range is not getting generated.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status - Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence - in sequence/not in sequence
• Report Name:
• Parameter screen Shot : Yes/No
• Dayclosemodule date and Lastinventoryupload date:

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

FSU sequence - in sequence/not in sequence

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query → Execute the FSU Sequence query.
• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully.

• If NOT the query will be executed with the errors
• Step 1: We need to check how many rows has been affected in the Execution result part.
• Step 2: Need to share those details to our Development team.
• Step 3: After the completion for the FSU RESET process from our Development team.
• Step 4: Need to login the Forum MicroERP, so that the FSU will starts installing.
• Step 5: According to the numbers of the FSU's, the installation time will be taken.
• Step 6: Once after the FSU Installation gets completed and the forum gets logged in.
• Step 7: We need to logout the Forum and open the SQL server management studio (SSMS).
• Step 8: Again we need to cross verify whether the FSU is in correct sequence or not.
• Step 9: After the executing the FSU query, we come to know that the FSU are in correct Sequence.

Report Name- we can find the Report in the Incident Issue Description

• Step 1- Go to View menu in Forum → click on Reports → WD Reports → Open the Performance Report.

• Step 2- Select the Appropriate Date Range (From Date--To Date) and select the Report TYPE as “Monthly”
• Step 3- Select the Required Parameter → Click on generate
• Step 4- Take a call with the WD and ask them to show and confirm which value is getting mismatch → need to take a screenshot with the Parameter for the reference.

Parameter screen Shot


Dayclose module date and Lastinventory upload date

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query
• Step 2: Execute the Query "select * from dayclosemodules" to check the Dayclose Module date
• Step 3: Execute the Query "select lastinventoryupload, * from setup" to check the LastInventoryupload date

How to find the SQL Version in WD system?

In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

Resolution Part

• Step 1: After completing the Checklist Analysis. Need to share the fetched required information with our development team for the further analysis.
• Step 2: Once the development team done the correction, Generate the respective Report, check once and take a screenshot for the reference.
• Step 3: Then call the WD to inform that the Report generating issue has been rectified and confirm with the WD post getting the confirmation update the screenshot in the ServiceNow Portal and revert for the closure confirmation.

Short description
We got a call log regarding submitted Damage RFA Activity codes are not received at central.
Severity: SR
Priority: High
Problem code: RFA AND PLR NOT GENERATING_ITC / RFA AND PLR NOT MATCHING_ITC
Reference Case ID - IT#0025707943
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status - Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence - in sequence/not in sequence
• Anti-virus and Window Firewall: On/Off
• Temp files - Yes/No
• Check the availability of ForumApp running in the component services - Yes/No
• Rename the Forumupload,ForumDownload folder - Yes/No
• Month:
• Activity Code:

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

FSU sequence - in sequence/not in sequence

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query → Execute the FSU Sequence query.
• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully.

• If NOT the query will be executed with the errors
• Step 1: We need to check how many rows has been affected in the Execution result part.
• Step 2: Need to share those details to our Development team.
• Step 3: After the completion for the FSU RESET process from our Development team.
• Step 4: Need to login the Forum MicroERP, so that the FSU will starts installing.
• Step 5: According to the numbers of the FSU's, the installation time will be taken.
• Step 6: Once after the FSU Installation gets completed and the forum gets logged in.
• Step 7: We need to logout the Forum and open the SQL server management studio (SSMS).
• Step 8: Again we need to cross verify whether the FSU is in correct sequence or not.
• Step 9: After the executing the FSU query, we come to know that the FSU are in correct Sequence.

How to find the status Anti-virus and Window Firewall?

• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.

How to clear the Temp files?

• Step 1: Click on Windows and search for "RUN"

• Step 2: Click on "RUN" and type %temp% and the find the temp files

• Step 3: Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files

ForumApp running in the component services - Yes/No

Search for Component services → Click on Computer à My Computer à “COM+ APPLICATION” → Right click on "ForumAPP" and click "Start".
If the ForumApp is running, then it is in good state.

IF NOT, THE FORUMAPP WAS NOT RUNNING IN THE COMPONENT SERVICES

Delete that existing ForumApp in the component services and need to create a new one.
To create a new ForumApp in component services.

• Step 1: Click on back menu and go to the Main Component services page.
• Step 2: Click on Computer à My Computer à Right click on “COM+ APPLICATION” à “Database”àthen select "NEW DATABASE" create a new application and name it as "ForumApp".
• Step 3: To build the connection → Click on Local disk C → Windows → Syswow64 → CTL → decrypt encrypt.dll
• Step 4: After the connection built → Right click on "ForumAPP" and click "Start" then the ForumApp will run fortunately.

TO Rename the Forumupload, ForumDownload folder

• Step 1: Go to Forum MicroERP Installation path - → Go to ForumUpload, Forum Download folder → Copy and save the existing data in a new folder.
• Step 2: Rename that existing Forumupload,ForumDownload folder.

How to find the SQL Version in WD system?

In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

Month and Activity codes

Month and Activity codes details will be mentioned in the Incident Issue Description, also we need to confirm that once with the Wd also.

RESOLUTION PART

• Step 1: After completing the Checklist Analysis.
• Step 2: Open the SQL Management Studio and execute the Following Query according to the modifications.



select * from DandDAbstract where DocumentID in('C17058','C17059','C17060') - take 'id' as danddid in invoiceabstract table
select * from DandDInvAbstract where DandDID in(76,77,75)
update DandDInvAbstract set status=0 where DandDID in(429,430,431,433,434)



• Step 3: Then we need to go the Forum installation path → invoke the XML →


• Step 4: After XML invoke processà need to Perform the syncing process → once the sync is completed.
• Step 5: Go to View menu in Forum → click on Reports → WD Reports → Open the Document Exchange Portal (DET Report).
• Step 6: Select the Appropriate Date Range (From Date--To Date)
• Step 7: Select the Required Parameter → Click on generate → check whether that all the RFA activity codes which was submitted are in "Processed at Central" State, once it shows processed.
• Step 8: Then the issue was resolved, Click on "Print to CSV" in that report and download that DET report and post it in the SeviceNow Portal.


• Then call the WD to inform that the issue has been rectified and confirm with the WD post getting the confirmation update the screenshot in the ServiceNow Portal and revert for the closure confirmation.

Short description
We got a call log regarding submitted “Scheme RFA” Activity codes are not received at central.
Severity: SR
Priority: High
Problem code: RFA AND PLR NOT GENERATING_ITC / RFA AND PLR NOT MATCHING_ITC
Reference Case ID - IT#0033961223
Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Workflow
Analysis checklist need to be checked and posted in the service now :

• Database status - Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence - in sequence/not in sequence
• Anti-virus and Window Firewall: On/Off
• Temp files - Yes/No
• Check the availability of ForumApp running in the component services - Yes/No
• Rename the Forumupload,ForumDownload folder - Yes/No
• Month:
• Activity Code:

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

FSU sequence - in sequence/not in sequence

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query → Execute the FSU Sequence query.
• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully.

• If NOT the query will be executed with the errors
• Step 1: We need to check how many rows has been affected in the Execution result part.
• Step 2: Need to share those details to our Development team.
• Step 3: After the completion for the FSU RESET process from our Development team.
• Step 4: Need to login the Forum MicroERP, so that the FSU will starts installing.
• Step 5: According to the numbers of the FSU's, the installation time will be taken.
• Step 6: Once after the FSU Installation gets completed and the forum gets logged in.
• Step 7: We need to logout the Forum and open the SQL server management studio (SSMS).
• Step 8: Again we need to cross verify whether the FSU is in correct sequence or not.
• Step 9: After the executing the FSU query, we come to know that the FSU are in correct Sequence.

How to find the status Anti-virus and Window Firewall?

• Step 1: Go to Windows security-- click on the "FireWall and network settings" and check whether it is turned on/off.

• Step 2: Check any third party anti-virus is installed or not (eg : Quick heal , Avast , MacAfee ) and disable it.

How to clear the Temp files?

• Step 1: Click on Windows and search for "RUN"

• Step 2: Click on "RUN" and type %temp% and the find the temp files

• Step 3: Then click "CTRL+A" for selecting all the files, right click and delete all the Temp files in the Temp files

ForumApp running in the component services - Yes/No

Search for Component services → Click on Computer à My Computer à “COM+ APPLICATION” → Right click on "ForumAPP" and click "Start".
If the ForumApp is running, then it is in good state.

IF NOT, THE FORUMAPP WAS NOT RUNNING IN THE COMPONENT SERVICES

Delete that existing ForumApp in the component services and need to create a new one.
To create a new ForumApp in component services.

• Step 1: Click on back menu and go to the Main Component services page.
• Step 2: Click on Computer à My Computer à Right click on “COM+ APPLICATION” à “Database”àthen select "NEW DATABASE" create a new application and name it as "ForumApp".
• Step 3: To build the connection → Click on Local disk C → Windows → Syswow64 → CTL → decrypt encrypt.dll
• Step 4: After the connection built → Right click on "ForumAPP" and click "Start" then the ForumApp will run fortunately.

TO Rename the Forumupload, ForumDownload folder

• Step 1: Go to Forum MicroERP Installation path - → Go to ForumUpload, Forum Download folder → Copy and save the existing data in a new folder.
• Step 2: Rename that existing Forumupload,ForumDownload folder.

How to find the SQL Version in WD system?

In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

Month and Activity codes

Month and Activity codes details will be mentioned in the Incident Issue Description, also we need to confirm that once with the Wd also.

RESOLUTION PART

• Step 1: After completing the Checklist Analysis. Need to share the fetched required information with our development team for the further analysis.
• Step 2: Once the development team done the correction, the mentioned activity codes will be in open state.
• Step 3: Then we need to login the Forum, Go to inventory → Upload spend/Damage spend/ select the appropriate month → Select search.

• Step 4: The mentioned activity codes will be opened and we need to submit that codes Manually (only 10 at a time need to be submitted).
• Step 5: After submitting the codes → need to Perform the syncing process → once the sync is completed.
• Step 6: Go to View menu in Forum → click on Reports → WD Reports → Open the Document Exchange Portal (DET Report).
• Step 7: Select the Appropriate Date Range (From Date--To Date)
• Step 8: Select the Required Parameter → Click on generate → check whether that all the RFA activity codes which was submitted are in "Processed at Central" State, once it shows processed.
• Step 9: Then the issue was resolved, Click on "Print to CSV" in that report and download that DET report and post it in the SeviceNow Portal.
• Step 10: Then call the WD to inform that the issue has been rectified and confirm with the WD post getting the confirmation update the screenshot in the ServiceNow Portal and revert for the closure confirmation.

Short description
Wd logged a call that they are unable to save the invoice in Forum.
Severity: IR
Priority: Critical
Problem code: UNABLE TO SAVE BILL_ITC / UNABLE TO SAVE INVOICE_ITC / UNABLE TO SAVE SALES RETURN_ITC
Reference Case ID - IT#0034549930

Workflow
Analysis template:

• Database status - Good/Corrupted
• SQL Version : Select @@Version
• FSU sequence - in sequence/not in sequence
• Installation Path error log: Yes/No
• Invoice ID :
• Customer name:
• Item details:

Inputs:

• 1. We need to get server system control from the customer.
• 2. The name of the customer who shared the control with us should be mentioned in our ServiceNow portal.

Below are the step-by-step process to complete the analysis checklist:

How to check Database mode?

• Step 1: Open the SQL server management studio (SSMS) in Wd's system

• Step 2: Click on the Drop down icon and check whether Minerva is in Normal mode/Corrupted/Suspect /single user /recovery mode

• Step 3: Click on the Drop down icon and select the latest Minerva (eg: Minerva 2022)

• Step 4: Execute the Query (DBCC CHECKDB)

FSU sequence - in sequence/not in sequence

• Step 1: Go to the SQL server management studio (SSMS) in Wd's system → Click on New query → Execute the FSU Sequence query.
• Step 2: If the FSU's are in correct Sequence, then the query will be executed successfully.

• If NOT the query will be executed with the errors
• Step 1: We need to check how many rows has been affected in the Execution result part.
• Step 2: Need to share those details to our Development team.
• Step 3: After the completion for the FSU RESET process from our Development team.
• Step 4: Need to login the Forum MicroERP, so that the FSU will starts installing.
• Step 5: According to the numbers of the FSU's, the installation time will be taken.
• Step 6: Once after the FSU Installation gets completed and the forum gets logged in.
• Step 7: We need to logout the Forum and open the SQL server management studio (SSMS).
• Step 8: Again we need to cross verify whether the FSU is in correct sequence or not.
• Step 9: After the executing the FSU query, we come to know that the FSU are in correct Sequence.

How to find the SQL Version in WD system?

In the SQL Management Studio execute the query "Select @@version" and find the SQL version.

Installation Path error log

Go the Forum MicroERP file location → Type "Error" in the Find option and search the Error log and check the error log details

Invoice Number, Customer name and the Item details

• Step 1: We can find the Invoice Number, Customer name and the Item details in the case description and also need to check and confirm the same with WD to show that in the forum.
• Step 2: Need to take the screenshot for that issue page shown by the WD.

RESOLUTION PART

• Step 1: After completing the Checklist Analysis. Need to share the fetched required information with our development team for the further analysis.
• Step 2: They will do the correction and rectify the issue.
• Step 3: After the issue is rectified, we need to call and confirm with the WD and also need to post the issue resolved screenshot and the comments in the Sevicenow portal for getting the closure confirmation.