Out of 34 tickets raised in CRM -

1) 9 Tickets related with the issue Sales Invoice number not found.
2) 3 Tickets related with the issue Unable to Confirm Service Order.
3) 3 tickets related with the issue SAP CRM site unable to access.

RCA -

1) Out of 9 tickets raised in CRM for Sales Invoice number not found.

a) 01 ticket was related to CTF bug at XI end, process issue and application bug in CRM related to
error in configuration of Installed Base.
b) 03 tickets were related to application bug in CRM related to error in configuration of Installed Base
c) 01 ticket was related to User unawareness in which customer details were not reflecting inside the
reported bill of Delhi stores and application bug in CRM related to error in configuration of Installed
Base.
d) 03 tickets were related to process issue out of which, for two tickets, the invoices were not
reflecting in CRM and for one ticket, the customer details were not reflecting inside sales order.
e) 01 ticket was related to old invoice which was not reflecting in CRM

2) Out of 3 tickets raised in CRM for Unable to Confirm Service Order

a) 02 tickets were related to correct proces not being followed during the time of creating a service
order and workshop order.
b) 01 ticket was related to middleware issue in which the reported order was containing an error while
transferring the document to SAP R3 system

3) Out of 3 tickets raised in CRM for SAP CRM site unable to access.

a) 02 tickets were canceled because the user was not facing any issue when called up.
b) 01 ticket was related to heavy load on CRM in which user experienced CRM slowness, the user
BON_AGENT8 was fetching calls giving search criteria as posting date from September 2014 to till
date and status as work in progress at that time. By the time the user finished/ killed his session, the
load on the CRM was high and after that the load became normal.

Corrective Actions -

1)
a) For the ticket related to the
i) CTF bug: The invoice was the affected entry at XI end due to the CTF bug, the invoice correction
was done previously but the invoice updation was not happened due to the correction was not
commited. We corrected the invoice details.

iii) Process issue: The invoice was not reflecting in CRM because the XML file for the invoice was not
placed by store team at FTP Server. We asked HIAL store team to place the file at FTP server. The
XML is processed then and now the invoice is reflecting in CRM.

iii) Application bug: The component was reflecting as 0 after confirming account due to the application
bug in CRM of error in configuration of Installed Base, we raised a bug (Bug # 4108) to fix this issue.
As a temporary work-around, We are following and implementing the standard SAP note (Note No.
1930514) to correct the issue and analyzing the affected entries.

b) For the tickets related to application bug in CRM related to error in configuration of Installed Base,
the component was reflecting as 0 after confirming account due to the application bug in CRM of
error in configuration of Installed Base, we raised a bug (Bug # 4108) to fix this issue. As a temporary
work-around, We are following and implementing the standard SAP note (Note No. 1930514) to
correct the issue and analyzing the affected entries.

c) For the ticket related to user unawareness, the customer details were not reflecting in the invoice
as it was posted by Delhi airport store using GMR POS and user was unaware that DIAL using GMR
POS, sends only sales details without any customer information. So the files that are processed by XI
to CRM don't have customer information hence no customer data in CRM for the invoices posted by
airport stores. As a solution, we asked Jaykumar to maintain the customer details manually inside the
reported sales order.

To address the issue related to application bug in CRM, the component was reflecting as 0 after
confirming account due to the application bug in CRM of error in configuration of Installed Base, we
raised a bug (Bug # 4108) to fix this issue. As a temporary work-around, We are following and
implementing the standard SAP note (Note No. 1930514) to correct the issue and analyzing the
affected entries.

d) To address the tickets related to process issue, for two tickets, the invoices were not reflecting in
CRM because the invoices were not posted in CRM. So, we asked T1D store to place the XML file at
FTP server. But, as the store was not operational and under renovation, the store team was not able
to provide the XML file and then we asked user to wait till the time store gets opened (the tentative
date of opening is March).

For the other ticket, the customer details were not reflecting in the invoice as they were not posted
along with the sales details when the sale was done. So, customer details were reflecting blank at
CRM. So, we asked Jaykuamr to maintain the customer details manually inside the reported sales
order.

e) For the ticket related to old invoice, the user raised a ticket for the absence of old invoice number
which was of 2011. But it was too old, so it was not possible for us to search in CRM.

2) For the tickets related to process issue, the service order was in error when the user changed the
details of IC Agent, then without removing the error, the changes are done one by one over the order,
i.e. the parts are added and canceled with errors so, the system failed to distribute the message to
other system, and gave production client error. As the spare parts added were already canceled, we
requested to create another order for the same. The workshop order was in error, because the correct
process was not followed .The order was released, then its follow up document was created, but the
user had changed the description of the order after the released status which is incorrect, it should be
done only when the status of the order is Work In Progress.So, we requested user to cancel the
existing order including the reservation and create a new one.

For the ticket related to middleware issue, the order was in error while distribution and therefore the
document was not properly transferred to ECC. So, we asked user to cancel the order and create new
one.

3) For the ticket related to heavy load on CRM, the user BON_AGENT8 was fetching calls giving
search criteria as posting date from September 2014 to till date and status as work in progress at that
time. By the time the user finished/ killed his session, the load on the CRM was high and after that the
load became normal. (confirmed from Basis end). We then called user, and got confirmation that CRM
is working fine.

Analysis for remaining 19 tickets:

RCA:

1) 02 tickets were raised under authorization issues, out of which one ticket was canceled because
user was not facing any issues when called up. For other ticket users were facing login issue.

2) 01 ticket raised under call center backoffice reports, was related to the data correction.
3) 01 ticket raised under data incorrect, was related to user unawareness.

4) 01 ticket raised under Demo Installation not created for OL, was related to Data Correction.
5) 01 ticket raised under reports, was related to application bug in CRM.
6) 01 ticket raised under service center reports, was related to correct process not being followed by
user while cresting RF call.

7) 01 ticket raised under Technician not receiving SMS, was related to Application bug in which there
was a deviation in the message received on changing the status to closed w/o feedback status .
8) 02 tickets raised under Unable to create service request, were related to user unawareness.
9) 01 ticket raised under Unable to upload spare parts, was related to process issue.
10) 01 ticket raised under Unable to Confirm Service Order, was related to user unawareness.
11) 01 ticket raised under Inaccessible pan india was a test ticket.

12) 01 ticket raised under password reset, was canceled because user was not having any issues
when called up.

13) 02 tickets raised under SAP Printer Setup --Printing problem, were canceled because the user
was not having any issues when called up.
14) 01 ticket raised under
Service Order number not created, was canceled because user was not having any issues when
called up.

15) 01 ticket raised under Unable to print GAN, was canceled because the user was not having any
issues when called up.
16) 01 ticket raised under Unable to print Invoice, was canceled because the user was not having any
issues when called up.

Corrective Actions:

1) For the ticket related to login issues, all the users were locked for 'Pack code' changes deployment
and health check. Due to this users were not able to login. After unlocking, users were able to login.
2) To address the issue related to data correction, there are custom tables built for considering the
user statuses in different reports. For example: For open calls report we maintain all open statuses in
a custom table (This is an internal logic). So even when 'ID-followup' and 'ID-WIP' were created as
new open statuses in the system, these should have been maintained in this custom table, but were
missed to be maintained. Hence, they did not appear in the reports. The two statuses mentioned, then
maintained in the custom table.
3) For the ticket related to user unawareness, the user was not aware about the calls featuring ETR
due and ETR breached report shared daily. We solved user query and made him aware about the
functionality.
4) For the ticket related to data correction, the user was Unable to download call log dump, because
one ID call was wrongly created in CRM system. Its not updated the master table. Due to this blank
call log report was getting generated. We corrected the data.
5) For the ticket related to application bug, there were bugs in CRM. Please find the solution given to
the ticket:
1. Brand name is not captured for all transactions. For Jan'15 report 480 transactions don't have
Brand name
Solution: These are soft closed orders. This is a known issue being tracked with business in weekly
calls. Bug id#3969 (SIT to be planned)
2. Zone name is not captured for all transaction. For Jan'15 report 20 transactions don't have Zone
name
Solution: This is an effect of Bug# 3967 which has been fixed and deployed. The component mapping
with sales order is lost for some sales orders because of this issue. Team is working on a script to
repair the affected Components. The same will be completed by February 24th.
3. Customer's contact number is not captured for all transactions. For Jan'15 4458 transactions don't
have contact number
Solution: This fix was done for the prioritized business reports being shared with business. The same
needs to be extended to the Happy Calling Report as well. We have created a System Issue:
Bug#4024. The same will be delivered latest by Feb 24th.
4. Customer's city name is not captured for all transactions. For Jan'15 177 transaction don't have
customer city name whereas these calls were assigned to respective team.
Solution: Not a system issue. It is observed that out of 177 missing city fields, address is not
maintained for 19 customers and 158 addresses which are maintained in CRM do not have 'City'
updated by the users.
6) For the ticket related to process issue, the external reference was appearing as description as the
user (CSD_Mira_Bhayandar ) added product description in external reference field by mistake while
creating RF call and the same was confirmed by her. We asked to cancel the calls.
7) For the ticket related to application bug, there was an Application bug in CRM for the deviation in
the message received on changing the status to closed w/o feedback status. To fix this issue, a BUG
bug id (4066 ) was raised, which was rectified then.
8) For the tickets related to user unawareness, user's saved search criteria did not include L.B.Nagar
store. Due to this SR was not reflecting in user's pool. We corrected the search criteria.
9) For the ticket related to process issue, there was a consumption issue in pune CCC. Part was not
available in inventory. Two reservations were created and confirmation was not done for these. Due to
this in CRM it was showing 'Part not available'. So, we asked user to do the confirmation for
reservations and maintain inventory for the article and then add the article in service order.

10) For the ticket related to user unawareness, user was unaware about the functionality related to
the ETR reports shared on daily basis.