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Support Handbook Information in this document is subject to change without notice No part of this document may be reproduced or transmitted in any form or by any means, for any purpose, without the express written permission of TEMENOS HEADQUARTERS SA © 2016 Temenos Headquarters SA - all rights reserved Support Handbook Support Handbook Remote Connectivity Access to client test environment using Connectivity TEMENOS strongly recommends connectivity between PACS and the client’s test system is available This vastly reduces the time to resolution especially for replication of problems A briefing on what access permissions and restrictions must be in place is available in later sections of this document Connectivity will be used only when the problem has been deemed as unable to replicate and hence requires an attempt to replication in the client area Connectivity for extracting information for issues returned to the client for more information is purely at the discretion of PACS (Or) In the area at Clients site i.e either Test or Live by using tracers On-site or Access to test via Connectivity There could be instances where further information is required in order to resolve a reported problem and in such cases TEMENOS staff will need to access your system directly Under no circumstances should any of your staff divulge T24 or system logins/passwords, other than through the official procedure below TEMENOS staff will not ask for them - all access by TEMENOS should be under your control To assist you in limiting this access we recommend the following access rights will need to be made available: For straight access to T24 A valid UNIX login and password, taking the user directly to the T24 sign on screen A unique USER profile set up especially for the TEMENOS staff with: Ability to use all applications with S(ee), P(rint), L(ist) and E(xception) functions for the companies in use Other functions need be provided as required for the analysis of the issue Applications with a program type of ‘W’ with additional I(nput) and V(erify) functions Default settings from a USER.SMS.GROUP Restricted connect time(s) For access to universe / jBASE files A valid UNIX login and password, takes users directly to the universe / jBASE prompt This should be a different login name and password from that above in order for you to control access to your system Activate Passwords Before the TEMENOS staff is expected or due to access your system: Set the passwords for Unix logins Activate T24 USER profiles by using History restore Change the password using PASSWORD.RESET `If supervision is required, ensure your staffs are available When TEMENOS staff arrives or connect: Advise them of login names, passwords and system availability Network logon procedures Printers available for use Any unique site instructions If a TEMENOS consultant is on-site, they will require use of a PC, printer and telephone PACS Support Handbook De-activate Password When the TEMENOS staff leaves or disconnect: De-activate or change UNIX password De-activate T24 USER profiles by reversing the records Contact Detail Contact with any Front Office PACS can be made as follows: PACS Address Switzerland Chemin de Mancy PACS Address Singapore 61 Robinson Road CH - 1222 Vesenaz #20-01 Robinson Centre Switzerland Singapore 068893 Phone Fax Email +41 22 855 1655 +41 22 855 1661 cshd@temenos.com Phone Fax Email 1800 - 557 2877 1800 - 557 2977 sghelpdesk@temenos.com PACS Address India PACS Address India Phone 146 Sterling Road KG 360*, M.G.R Salai, Nungambakkam Perungudi, Chennai 600 034, India Chennai 600 096, India +(91) (44) 6551 7701/2/3/5 Mobile Skype +91 9176989837/38 cshd_temenos Gtalk cshd.helpdesk@gmail.com Phone +(91)(44) 4343 3000 Fax +(91) (44) 2822 2099 This information can also be found on the Temenos Website – www.temenos.com Contact Points We request that each client nominate one central person for liaison with the PACS This will ease any communication issues and ensure that there is a consolidated view of the status of all outstanding problems agreed by both organisations This will avoid the situation where the PACS receives more than one call about the same problem from a number of different people leading to confusion and delay in resolving the problem PACS Operations PACS comprises the following entities Critical Call Centre PACS Back office Onsite PACS Regional Front office PACS PACS is CMMI-CL3 certified and operates according to TQMS standards Critical Call Centre 24x7 24x7 support for system down scenarios Priority to get the system from a down state to running state PACS Support Handbook Primarily for COB support but also supports online failures Clients are advised to call 24x7 only in case of a system shutdown situation In such cases they are advised to “Call” 24x7 desk (and not send mails) in order to avoid any loss of precious time that could result in Business hours loss Please also use the Instant Messenger facility as given in the PACS Contact Details for faster response Onus of this team is to ensure that system is made available to the users without any loss of business Handle calls related to T24 alone Back Office PACS PACS Back office operates out of Chennai The Chennai Back office operates from AM IST to PM IST between Monday – Friday and between 11AM IST TO 8PM IST on Saturday and Sunday The primary analysis wing of PACS that handles Live, Upgrading and Implementing clients, worldwide Provides support for ‘Supported’ and ‘Un-Supported’ GLOBUS / T24releases and also bespoke releases (special workset) For upgrading clients, PACS supports the live and the upgrade area Split into teams based on business streams Understand issues raised by client Advise the client if it is a setup issue Attempt to replicate the problem First in the Demo area at the Back office after ensuring that the entire setup is similar to clients environment based on the following criterion • GLOBUS/T24 release • Database, Oracle, Jbase • Service Pack (SP) that the client is on • Hot-fixes (or) T24 Updates that have been applied on top of the base release or SP • Front-end application used – Desktop, GLOBUS Browser • Data feed simulators • Operating System • Specific replication steps that are provided by the client (Or) In the clients area at Back office, if available either locally or through connectivity Connectivity will be used only when the problem has been deemed as unable to replicate and hence requires an attempt to replication in the client area Connectivity for extracting information for issues returned to the client for more information is purely at the discretion of PACS (Or) In the area at Clients site i.e either Test or Live by using tracers Apparently, since so many steps are involved, delays are inevitable during replication especially if the issue is inconsistent Post replication, code-analyse the problem Document the problem along with a suggestion for fix and pass the same to maintenance In case data base corrections are required by the client, provide the same •With manual steps if the number of corrections are less •With automated programs if the number of corrections are substantial In both cases we strongly advocate testing before the same is applied in the production system PACS Support Handbook When information is requested from the client and no response is received PACS will send reminders in the following periodicity The total wait period will be 15 calendar days, however there can be exceptions for a non responding client where the calendar will be days We will break up the reminder time period as 3,3,2,2 to closure For e.g Monday – Info requested from Client - Jan 2006 Thursday – 1st reminder 3rd day (3 days) - Jan 2006 Tuesday – 2nd Reminder 3rd day (3 days) - Jan 2006 Thursday – 3rd Reminder 2nd day (2 days) - 11 Jan 2006 Monday – Closure Mail (2 days) - 16 Jan 2006 Onsite PACS PACS representation at the client place Carries source code of client release and locates the problem locally and suggest fix Perform onsite analysis of core issues logged with PACS Pass replicated issues with code analysis to maintenance Recommend fix Provide corrections in concurrence with PACS back office Quick turnaround of issues for critical clients who are upgrading, implementing or handling UAT Regional Front office PACS PACS instances at various other Temenos offices, similar to OSS This team is not dedicated to any specific client and supports all clients in the area Primary role is to handle transient and sticky issues that not replicate at Chennai Pass corrections onsite where necessary Carry source code with them and provide analysis of issues so as to enable fix Perform preliminary analysis of issues logged with PACS Client follow up for information requests on returned issues Maintenance Any issue that is identified as a bug by PACS is subsequently fixed by our Maintenance team Maintenance team is distributed across our London, Chennai and Geneva offices Once an issue is fixed Maintenance will provide a fix in the form of patch, service pack or Update depending on the client release Support Manager Single point of contact for the client, form the bridge between Client, PACS and Maintenance SDMs prioritise issue analysis and fix delivery based on the criticality of the problem as well as imminent client milestones Provide regular feedback on status of issues to client in the form of phone calls, mails and status reports PACS Support Handbook Contents Support Handbook Support Handbook Account 11 Account Related Problems 11 DISPO and POSTING.RESTRICT 12 All in One Account (AZ) 13 ARC IB 13 ARC Mobile 14 Arrangement Architecture 14 Asset Management 15 Bills 19 Branch Resilience 19 Cheque and Cards 21 CARD and CHEQUES ISSUE 21 Cheque.Collection 21 COLLATERAL 22 COLLATERAL - TAFC Compliance 22 COLLATERAL - TAFJ Compliance 23 CONFIRMATION MATCHING 25 Customer & Accounts 26 Errors in CUSTOMER record 26 Accounting overrides- Unauthorised, Available balance overdraft 26 Business Events 29 CUSTOMER RELATIONSHIP MANAGEMENT 29 Enquiry STMT.ENT.BOOK Problem or balance problem 29 EURO 30 INTEREST AND CHARGES 31 LIMITS 32 Data 35 base 36 JEDI_FILEOP/READ_ERROR/WRITE_ERROR : ( External database) 36 Oracle Driver licensing issues < No license installed for XMLORACLE driver> 36 Oracle/Driver Related Issues 36 XML-MSSQL/DB2 Database 38 XSD-Structured Storage 39 Delivery 40 DERIVATIVES 45 PACS Support Handbook FATCA 46 FIDUCIARY 46 FOREIGN EXCHANGE 48 FORWARD RATE AGREEMENTS (FRA) 50 Front End 51 Application works in telnet mode, but not in socket mode: 51 Browser - TAFC Compliance 51 Browser - TAFJ Compliance 52 Browser connection issues - TAFC Compliance 55 Browser connection issues - TAFJ Compliance 55 DESKTOP 57 Desktop hanging 57 Printing issues in Browser 57 T24 Web Services - TAFC Compliance 57 T24 Web Services - TAFJ Compliance 58 FUNDS.TRANSFER - TAFC Compliance 58 Guarantees 61 LOANS AND DEPOSITS 62 MANAGEMENT INFORMATION SYSTEM (MIS) 63 Money Market 63 Mortgages 65 Mutual Funds 66 NON-DELIVERABLE DEAL (ND) 67 Nostro Reconciliation 67 PAYMENT DUES 68 Payments 69 DATA.CAPTURE 69 DIRECT DEBITS 69 POSITION.MANAGEMENT 70 Process Workflow 70 REPO (RP) 71 Reporting 72 Balance Mismatch 72 CAL CPL keys are not reported in CRF 72 GL differences 73 Revaluation Errors / Currency differences 73 When there are no mismatches 73 Entries not as expected 73 PACS Support Handbook Post Closing 75 Securities 76 CORPORATE ACTIONS 76 ET(EU SAVINGS DIRECTIVE) 76 Securities 77 Wealth Reporting (WR) 80 Wealth Reporting Orchestrate (WR-OR) 80 STANDING.ORDER 80 Structured Products 82 Syndicated Loans 82 System Core 85 System Core - TAFJ Compliance 85 ALTERNATE KEY issues - TAFC Compliance 85 ALTERNATE KEY issues - TAFJ Compliance 85 COB/EOD Error 85 Constraints Processing - TAFC Compliance 88 Constraints Processing - TAFJ Compliance 89 DM related issues - TAFC Compliance 89 DM related issues - TAFJ Compliance 89 EB.DYNAMIC.ATTRIBUTES/EB.SWITCH.PARAMETER set up issues 89 EB.EOD.ERROR for Mismatch in Position and Consolidation 90 EB.TABLE.DEFINITION - TAFC Compliance 90 EB.TABLE.DEFINITION - TAFJ Compliance 90 Enquiries - TAFC Compliance 90 Enquiries - TAFJ Compliance 91 Design Studio - TAFC Compliance 91 Design Studio - TAFJ Compliance 91 T24 Web Services 91 Integration Framework - TAFC Compliance 92 Integration Framework - TAFJ Compliance 92 Enquiry - TAFC Compliance 93 Enquiry - TAFJ Compliance 93 For access to universe / jBASE files 93 For straight access to T24 94 jBASE Issues 94 JUPORT issues 97 NOFILE ENQUIRY 98 OFS Related Issues 98 PACS Support Handbook Problem in printing Deal slip / Enquiry report/ HOLD.CONTROL/ EB.TABLE.DEFINITION 99 Run Time Errors 99 SEAT 99 SMS 100 For problems related to SPF corruption - TAFC Compliance 100 For problems related to SPF corruption - TAFJ Compliance 101 System Tables - TAFC Compliance 101 System Tables - TAFJ Compliance 102 TEMENOS CONNECTORS - TAFC Compliance 103 TEMENOS CONNECTORS - TAFJ Compliance 105 T-VERIFY 107 Version 107 T24 Administration 108 Activate Passwords 108 Archive Related Issues 108 Licensing Issue 108 Multi APP Server Architecture 108 Multi-language problems - TAFC Compliance 109 Multi-language problems - TAFJ Compliance 109 Performance Issues 110 Printer Issues - TAFC Compliance 110 Printer Issues - TAFJ Compliance 111 Processing Maintenance Code Requests 111 Product Installation Issues - TAFC Compliance 111 Product Installation Issues - TAFJ Compliance 111 STMT ENTRY ARCHIVE 112 Updates - TAFC Compliance 112 Updates - TAFJ Compliance 113 Upgrade Issues - TAFC Compliance 113 Upgrade Issues - TAFJ Compliance 114 T24 Upgrade and Conversation 115 CONVERSION Issues - TAFC Compliance 115 CONVERSION Issues - TAFJ Compliance 115 Conversion related Problem 115 TCIB & TCMB 115 TCIB – Temenos Connect Internet Banking: 115 TCMB – Temenos Connect Mobile Banking 116 Teller 116 PACS Support Handbook Teller 116 TELLER FINANCIAL SERVICES 116 Trade Finance 118 SWAPS 120 EDGE 122 EDGE 122 AML 123 ANTI MONEY LAUNDRY 123 10 PACS Support Handbook Oracle database version from the database server Oracle tnsping from application server Vs Database server and vice versa Locking issues on Multi application server Output of jDLS -dvL NFS or File mounting details Multi-language problems - TAFC Compliance .profile/remote.cmd jdiag Snapshot of the error message ASCII.VAL.TABLE and ASCII.VALUES records setup Front end version being used(for Desktop/Browser) If Desktop, • Font and Font Script used • Socket connection enabled or not If Browser, If TCServer, a browserParameters.xml file in \webapps\BrowserWeb directory b browserConnection.xml file in \webapps\BrowserWeb\WEB-INF\conf directory c global.log d environment.vars If JBOSS, a t24-ds.xml file b browser.log Multi-language problems - TAFJ Compliance .profile/remote.cmd Jdiag Snapshot of the error message ASCII.VAL.TABLE and ASCII.VALUES records setup If Browser, If Browser, If TCServer, a browserParameters.xml file in \webapps\BrowserWeb directory b browserConnection.xml file in \webapps\BrowserWeb\WEB-INF\conf directory c global.log d environment.vars If JBOSS, a t24-ds.xml file b browser.log 109 PACS Support Handbook Performance Issues During ONLINE - TAFC Compliance Screenshots with the hanging DT/browser The following from jBASE prompt: >SHOW-ITEM-LOCKS >WHERE (V $ mw42 -f -e 300>mw42.out -mw42 for mins in the record mw42.out FTP this record from bnk.run directory If External database, XMLdriver.log During ONLINE - TAFJ Compliance Screenshots with the hanging DT/browser The following from TAFJ classic session To know the locks - > DBTools –s JQL LOCK To get the mw42 kind of output, URL syntax: :/ SessionMonitor/ If External database, XMLdriver.log During COB COMO of all the agents at the time of hanging >WHERE (V >SHOW-ITEM-LOCKS >mw42 >LIST F.TSA.STATUS $ps –ef | grep tSA Performance issue with COB jobs - TAFC Compliance JOB.TIMES for the problematic job Download JOB TIMES analyser and REPORT TIMES analyser tool from portal and send us the csv files generated Performance issue with COB jobs - TAFJ Compliance JOB.TIMES for the problematic job Download JOB TIMES analyser and REPORT TIMES analyser tool from portal and send us the csv files generated To check Servlet Navigation - URL Syntax: :>/TAFJEE/ To know the locks - > DBTools –s JQL LOCKS To get the mw42 kind of output, URL syntax: :/ SessionMonitor/ Printer Issues - TAFC Compliance Whether the Print problem is with Server print or Local Print Whether the Print problem occurs only on enquiries or versions or any specific application Full view of USER record and any attached USER.SMS record Corresponding PRINTER.ID, DE.FORM.TYPE, REPORT.CONTROL, ENQUIRY.REPORT, VERSION,DEAL.SLIP.FORMAT records BROWSER.PREFERRENCES record for the USER Screenshots of the error messages if any; 110 PACS Support Handbook jsh >SP-STATUS jsh >cd $JBCSPOOLERDIR jsh >jstat -v jspool_log jsh >jdiag Printer Issues - TAFJ Compliance Whether the Print problem is with Server print or Local Print Whether the Print problem occurs only on enquiries or versions or any specific application Full view of USER record and any attached USER.SMS record Corresponding PRINTER.ID, DE.FORM.TYPE, REPORT.CONTROL, ENQUIRY.REPORT, VERSION,DEAL.SLIP.FORMAT records BROWSER.PREFERRENCES record for the USER Screenshots of the error messages if any; >tDiag &HOLD& - Generated in the path mentioned in the variable temn.tafj.printer.directory.hold in tafj.properties Processing Maintenance Code Requests Maintenance Code Maintenance codes enable TEMENOS to monitor the licensing and usage of T24 A maintenance code is linked to the date on which maintenance fees are due On receipt of the appropriate maintenance fees from a client, a maintenance code will be generated when requested and distributed by the Licensing team to allow users to continue processing on T24 Generate and Provide New Maintenance Code All maintenance code requests must be logged on CSS, similar to other support requests In order for maintenance codes to be processed, the clients SPF record must be available If this is not originally provided, the l Licensing team will request the same We recommend you to provide the SPF when logging a maintenance code request Rejection of Maintenance Code Request If a client requests a maintenance code but has not paid maintenance fees, the request will be rejected until the appropriate fees are paid The client will be informed of the reason for this Product Installation Issues - TAFC Compliance COMO records related to XXX/T24.UPGRADE service BATCH record XXX/T24.UPGRADE SPF,COMPANY records Problematic records in SEE mode - if the problem is related to authorisation of the record Jsh >CT F.LOCKING MB.CLIENT jsh >COUNT F.COMPANY WITH APPLICATIONS EQ 'XX' where XX is the product installed jsh >jshow -c CHECK.APPLICATION Product Installation Issues - TAFJ Compliance COMO records related to XXX/T24.UPGRADE service BATCH record XXX/T24.UPGRADE SPF,COMPANY records Problematic records in SEE mode - if the problem is related to authorization of the record 111 PACS Support Handbook DBTools -s JQL LIST-ITEM F.LOCKING MB.CLIENT tShow CHECK.APPLICATION STMT ENTRY ARCHIVE Full view of ARCHIVE S STATEMENT jstat -v FXXX.STMT.ENTRY jrf -Rv FXXX.STMT.ENTRY COUNT FXXX.AC.STMT.HANDOFF WITH TO.DATE LT purge.date COUNT FXXX.STMT.ENTRY WITH BOOKING.DATE LE purge.date AND WITH @ID UNLIKE F COUNT FXXX.STMT.ENTRY$ARC Full view of ACCOUNT.STATEMENT, ACCT.STMT.PRINT for few sample accounts for which entries are not purged Replace XXX with respective mnemonic of the company and purge.date with the archive PURGE.DATE Updates - TAFC Compliance Updates hanging problem: Full output of executing updater command from jshell prompt COMO corresponding to updates service Full view of SPF record jsh >jdiag -c jsh >jshow -c java jsh >echo $PATH jsh >T24Version jsh >.profile(or remote.cmd in case operation system is Windows) Dependency Errors: Full output of the executing of updater from jsh prompt Full view of SPF record SysDef.xml file used to download the updates jsh >T24Version Note: the above command is case-sensitive "Unable to open & file" error: jsh >pwd jsh >CT SYSTEM TEMP.RELEASE copy the path shown in the above command jsh >ls -ltr jsh >CT VOC SYSTEM jsh >jstat -v SYSTEM jsh >.profile(or remote.cmd in case operation system is Windows) "Unable to open " error: Output of the below command from jsh prompt jsh >tar jsh >gtar 112 PACS Support Handbook COMO corresponding to updates service Untar the problematic tar file and check whether the file is not corrupted and let us know the result SUBROUTINE_CALL_FAIL error after installing updates: COMO corresponding to updates service jsh >jshow -c For example: If the subroutine is OVERLAY.EX, The below command will fetch the component name jsh >CT F.PGM.DATA.CONTROL BP>OVERLAY.EX BP>OVERLAY.EX 001 EB 002 003 004 S 005 EB_API Now send us the output of the below command jsh >ls -ltr t24lib/eb_api jsh >ls -ltr t24bin/eb_api After running BNK/T24.UPDATES service, SPF not updated or data records pertaining to that update not released: COMO corresponding to updates service BATCH record BNK/T24.UPDATES CT SYSTEM TEMP.RELEASE jsh >COUNT %F.SL jsh >echo $JEDIENABLEQ2Q jsh >echo $JEDIFILENAME_SYSTEM jsh >jstat -v SYSTEM Updates - TAFJ Compliance Updates hanging problem: Full output of executing updater command from Classic session COMO corresponding to updates service and the ID will be like UPD.RXX.UPDATE_NAME Full view of SPF record >tDiag >tRun T24Version Full view of TAFJ.properties and default.properties file Upgrade Issues - TAFC Compliance COMO records related to T24.UPGRADE service BATCH record XXX/T24.UPGRADE where XXX- Company Mnemonic The following records from &SAVEDLISTS& 113 PACS Support Handbook • REL.XXXXX.FILES • REL.XXXXX.DATA • REL.XXXXX.PGM.FILE LIST F.SPF LIST F.COMPANY CT SYSTEM TEMP.RELEASE If any specific data record is not released, then the following record: CT F.PGM.DATA.CONTROL ‘F.XXX>YYY’ WHERE XXX File.name and YYYàRecord id Eg COB.INITIALISE BATCH record missing CT F.PGM.DATA.CONTROL ‘F.BATCH>COB.INITIALISE’ CT F.RELEASE.DATA ‘F.XXX>YYY’ CT VOC MB.CLIENT Upgrade Issues - TAFJ Compliance COMO records related to T24.UPGRADE service BATCH record XXX/T24.UPGRADE where XXX- Company Mnemonic The following records from &SAVEDLISTS& REL.XXXXX.FILES REL.XXXXX.DATA REL.XXXXX.PGM.FILE >DBTools –s JQL LIST-ITEM F.SPF >DBTools –s JQL LIST-ITEM F.COMPANY If any specific data record is not released, then the following record: 114 PACS Support Handbook T24 Upgrade and Conversation CONVERSION Issues - TAFC Compliance COMO records related to RUN.CONVERSION service Problematic CONVERSION.DETAILS record Problematic data record which is not converted properly The corresponding record from F.PGM.DATA.CONTROL and F.RELEASE.DATA CT F.PGM.DATA.CONTROL ‘F.XXX>YYY’ CT F.RELEASE.DATA ‘F.XXX>YYY’ where XXX- denotes FILE NAME and YYY denotes record ID i.e CT F.PGM.DATA.CONTROL 'F.ENQUIRY>CURRENCY-LIST' CONVERSION Issues - TAFJ Compliance • COMO records related to RUN.CONVERSION service • Problematic CONVERSION.DETAILS record • Problematic data record which is not converted properly • The corresponding record from F.PGM.DATA.CONTROL and F.RELEASE.DATA DBTools –s JQL LIST-ITEM F.PGM.DATA.CONTROL F.XXX>YYY DBTools –s JQL LIST-ITEM F.RELEASE.DATA ‘F.XXX>YYY’ where XXX- denotes FILE NAME and YYY denotes record ID i.e DBTools –s JQL LIST-ITEM F.PGM.DATA.CONTROL F.ENQUIRY>CURRENCY-LIST Conversion related Problem Provide us the copy of the /rdbmsConversion directory from bnk.run Details of Migration procedure from Distribution/TAM TCIB & TCMB TCIB – Temenos Connect Internet Banking: T24 Release - (example – R13, R15, etc.) TCIB build details – (TCIB_RETAIL_R15.06) TAFJ or TAFC – Full view of SPF record from the problematic environment - Application server used along with Version number - (JBoss 5, WebSphere 7.1, etc ) Whether the reported problem is from Deployer or developer version? Edge Connect IDE details – (edgeConnect5_4_1 5) Steps to replicate (if applicable)– (1 Login TCIB application, 2.Click Move money, Transaction failed displaying “XYZ”) Screenshots for the reported problem (if applicable)- 10 Application Server logs (if applicable) 115 PACS Support Handbook TCMB – Temenos Connect Mobile Banking T24 Release - (example – R13, R15, etc.) TCMB build details - TAFJ or TAFC – Full view of SPF record from the problematic environment - Application server used along with version number - Whether the reported problem is from Deployer or developer version? Edge Connect IDE details – (edgeConnect5_4_1 5) Steps to replicate (if applicable) – (1 Login TCMB application, 2.Perform Fund transfer, Transaction failed displaying “XYZ”) Whether reported issue happens in all platforms like IPhone, Android and Windows? If no, specify which platform 10 Screenshots for the reported problem (if applicable)- 11 Application Server logs (if applicable) Teller Teller Teller transaction problem TELLER RECORD TELLER.TRANSACTION involved in the Teller TELLER.PARAMETER ENTRIES GENERATED FOR THE SAME (STMT AND CATEG ENTRIES) Output of enquiry TXN.ENTRY.MB for the problematic Teller transaction Full view of ACCOUNTs involved in the teller transaction Full view of TELLER.ID (of the user who posted the transaction) in INPUT mode and SEE mode Full view of TT.STOCK.CONTROL of the Teller internal account Physical cash in hand with the Teller user Passbook printing proble m TELLER.PASSBOOK TELLER.PBOOK.PRINTED of the passbook account Electronically scanned Output of the passbook Full view of passbook ACCOUNT ACCOUNT.STATEMENT STMT.PRINTED ACCT.STMT.PRINT TELLER FINANCIAL SERVICES For all TFS related problems, provide us Full view of problematic TELLER.FINANCIAL.SERVICES transaction record Full view of child transactions generated for the TELLER.FINANCIAL.SERVICES transaction 116 PACS Support Handbook Full view of TFS.TRANSACTION used in the problematic TELLER.FINANCIAL.SERVICES transaction Full view of TFS.PARAMETER record Execute the below command from database prompt and provide the output 117 PACS Support Handbook Trade Finance LETTERS.OF.CREDIT LC Delivery Problem (Problem with advices) Provide screen dumps of the following records LETTER.OF.CREDIT record DRAWINGS records LC.PARAMETERS record EB.ADVICES record ID can be obtained from the ACTIVITY CODE field of the transaction DE.O.HEADER record of the delivery message if the message has been generated and a delivery reference key is present in the transaction DE.MESSAGE, DE.MAPPING and DE.FORMAT.PRINT or DE.FORMAT.SWIFT records Outcome of the DE.O.HANDOFF record using ENQ DE.HANDOFF.DETS OR In Database level run SEE.HANDOFF; enter Delivery key as for the DE.O.HEADER, e.g SEE.HANDOFF D2005020400005082700 Screen Shot of the message using DE.MM.PRINT.MSG, if the message is formatted Online problem with LC or DRAWINGS transaction Examples: Unable to commit the transaction because of an error The transaction has fields, which have not been updated correctly If the problem is with a LC transaction, prints the LC transaction and its history record If the problem is with a drawings transaction, then the full view of the DRAWINGS transaction and its history records and the full view of the live LC transaction If the problem is suspected due to combination of several drawings, then the full view of the LC record and in addition the full view of all the underlying DRAWINGS transaction Online FAT AL.ERROR on LIMIT related (either while input, amend, r eversal) jsh>SEARCH Fxxx.LIMIT.TXNS String : String : Record Keys : * N record selected >CT Fxxx.LIMIT.TXNS Replace xxx with company mnemonic Discounted Drawings Problems LC.DISCOUNT.BALANCES DR.DISC.AMENDMENTS LC.BALANCES(IF APPLICABLE) DRAWINGS LIST FBNK.DRAWINGS$HIS WITH @ID LIKE About of Developer IDE EdgeConnect java version – This can also be obtain from the Help -> About of Developer IDE EdgeConnect java home – It is available in the Help -> About of Developer IDE Client’s machine java home – This is the JAVA_HOME of the system where edge is running It can be different from the edge’s JAVA_HOME Client’s machine java version – Best way to obtain this is to run the ‘java –version’ command in the hosted machine’s command prompt 1.2 Issue details In addition to the details provided about the issue, also provide us with Log files – Provide all the log files namely debug.log, Syserr.log, Sysout.log and Security.log There might be more than one log files generated appended with TIMESTAMP for each of the above named files So obtain all concerned archived log files Project file – In order to recreate the issue , please provide access to remote machine or edge project file (.ifp) Screenshots of the issue which clearly demonstrates the problem If the issue is occurring on particular event like on click of button, during phase navigation etcetera then screenshots should include the state before and after the event For WS issues – WSDL used should be provided along with the screenshot of the web service integration settings For IDE issues – Provide all the IDE related log files namely : i AdministratorSysErr.txt ii AdministratorSysOut.txt iii DeployerSysErr.txt iv DeployerSysOut.txt v DeveloperSysErr.txt vi DeveloperSysOut.txt Note – Above log files will be under IDE folder For license issues – Installkey.txt file needs to be obtain from the client’s edge installed directory under the IDE folder License will be provided by the license team 122 PACS Support Handbook AML ANTI MONEY LAUNDRY Payments Basic Information ANTI MONEY LAUNDRY (AML): Client environment details AML Screening error: Full view of the corresponding VERSION used to create the FUNDS.TRANSFER Jshow of INPUT.ROUTINE and BEFORE.AUTH.ROUTINE being used in the VERSION Full view of DISPO.ITEMS created SPF record Error while sending the message to AML server: Environment variables .profile record t24-ds.xml XXX/INTEGRATION.SERVICE IF.EVENTS.INTERFACE.TABLES IF.EXIT.POINTS IF.INTEGRATION.FLOW.CATALOG Error while sending the message to AML server (TAFJ): Full view of IF.EVENTS.INTERFACE.TABLE created for the CUSTOMER record On running the service XXX/INTEGRATION.SERVICE, • Under TAFJ/log directory – mdb, database, runtime, ejb • Under TAFJ/log_T24 directory – T24 • COMO of the service XXX/INTEGRATION.SERVICE 123 PACS ... client in the form of phone calls, mails and status reports PACS Support Handbook Contents Support Handbook Support Handbook Account 11 Account... Centre 24x7 24x7 support for system down scenarios Priority to get the system from a down state to running state PACS Support Handbook Primarily for COB support but also supports online failures.. .Support Handbook Support Handbook Remote Connectivity Access to client test environment using Connectivity TEMENOS strongly recommends connectivity between PACS