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IIPS Conference – Fall 2006

IIPS Conference – Fall 2006. E-Procurement System Troubleshooting. Overview. Applying Troubleshooting Methods. No assumptions. Have I determined that I have a system problem?. Ask Questions. Who initiated the call? User EP Help Desk Obtain details and verify information No assumptions.

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IIPS Conference – Fall 2006

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  1. IIPS Conference – Fall 2006 E-Procurement System Troubleshooting

  2. Overview • Applying Troubleshooting Methods

  3. No assumptions • Have I determined that I have a system problem?

  4. Ask Questions • Who initiated the call? • User • EP Help Desk • Obtain details and verify information • No assumptions

  5. More Questions • Which Process is affected? • Three kinds of processes • 1. Requisition Processing • 2. Order Processing • 3. Invoice Processing

  6. Divide and Conquer • Requisition is Inbound • Vendor Updates are Inbound • Orders are Outbound • Invoices are Outbound

  7. Divide and Conquer • So, is it an Inbound or Outbound?

  8. E-Procurement Lifecycle N.C. E-Procurement @ Your Service NCCCS College Information System (Optional) Approve eRequisition in NC E-P and sent to Colleague Inbound Create Colleague Requisition Submit eRequisition in NC E-P (Optional) Approve Colleague Requisition Internet zone Compose eRequisition in NC E-P Compose PO or BPO Transaction in Colleague NC E-P sends PO or BPO or Invoice to vendor supplier Colleague Transaction sent to NC E-P Outbound

  9. Inbound • Requisitions • Did user get an email? • What does it say? Get a copy and validate • No, are web approvals completed? • Is requisition available in REQM/XERI?

  10. Inbound • - Get a requisition number • - Is requisition number seen in XERI?

  11. Inbound - Entity Client • Search for the requisition number in icclient.log • UNIX: /usr/hubclient/logs (use grep) • WIN: c:\java\hubclient\logs (use search)

  12. Inbound - Entity Client • If requisition is not in icclient.log check: • Entity Client service • Check icclient.log for errors • Restart Entity IC service • Are you absolutely sure it’s not there? • Call NCEP Help Desk

  13. Inbound - Entity Client • If the requisition number was found in the icclient.log then check: • requisition/inbox • requisition/error

  14. Inbound - Entity Client • Found in inbox • check/restart Gxml Listener • check/restart EPL Service • Stays in inbox, check log files • GxmlListener.log on Colleague • Can also check EPLService.log

  15. Inbound - Gxml Listener • Did you change epladmin password? • Run GxmlPETool to change encrypted password

  16. Inbound • How did you get this far? • Cheated … • go back and double check • Gave up … • Not just yet. Try again • After another try call CIS Help Desk

  17. Outbound • Order or Invoice/Voucher? • What is the number? • No number to track – get one

  18. Outbound – Colleague • Check EDXL for transaction • Found transaction in EDXL? • The transaction was successfully delivered to Entity Client outbox • Next, check Entity Client • Transaction not found in EDXL? • Continue checking in Colleague

  19. Outbound – Colleague • Are DMI services running? • Use these UNIX commands to check: • ps –ef | grep java • ps –ef | grep PHAN (look for process EDQM_x) • Use DMIservices script to start the DMI listener and the EDQM Phantom

  20. Outbound – Colleague • Is EPNC subscriber enabled (Active)? • CF -> EDSD -> EPNC • No? • Verify DMI services are running • Stop Phantom with EDQM • Enable subscriber in EDSD • Start Phantom with EDQM • Yes? • Check EDXE then Entity Client

  21. Outbound – Colleague • Check EDXE for transaction errors • Detail into any errors • Contact Purchasing Agent • Resolve problem • Do not resend from EDXE • Resend from POEM or create a new requisition • Delete errors from EDXE after successful submission

  22. Outbound - Entity Client • Are Entity Client services running? • check that EPL service is running • Check messages – • order/outbox • order/error • invoice/outbox • invoice/error

  23. Outbound - Entity Client • New message is in errorbox • call CIS Help Desk • (this was probably caused by a data problem) • New message is in outbox • Restart Entity IC service • Check that the outbound message is removed by Entity IC service after the service starts

  24. Outbound - Entity Client • Check icclient.log for a specific order • Number exists? • Check message in icclient.log for success • Did it show ‘SUCCESS’ in icclient.log? • Yes, means EP received the record • call NCEP Help Desk 888-211-7440 • Did it show ‘ERROR’ in icclient.log? • call NCEP Help Desk 888-211-7440

  25. Outbound - Colleague • If order is not in icclient.log and no messages are in outbox/error folders - • Check EDQS • Detail into EDQS transaction for errors • Is the PO number in EDQS detail?

  26. EDQS Errors • Is subscriber disabled? • Review previous slide about enabling EPNC subscriber

  27. Subscriber Disabled • Did it happen again … ? • Were processes started in the correct order? • EPL service is probably unable to contact Entity Client. Debug … • Turn on DMI logging • Start DMI in foreground • Resend a transaction from EDQS

  28. Purge Menu • Keep file queues and logs clean • Use Purge selections from EDX Menu • CF -> EDX (Terminal Menu) • CF -> UT -> SA -> EDX (UI Menu) (Normally EDSP should not be used since these are the intermediate transactions in EDQS) A successful transaction moves from EDQM to EDQS to EDXL.

  29. Files/Logs • EDQM – EDX.TX • EDQS – EDX.STATUS • EDXL – EDX.LOG • EDXE – EDX.ERROR

  30. Summary • 1. Do not make assumptions • 2. Ask questions • 3. Divide and Conquer • 4. If all else fails call CIS Help Desk

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