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Taking the pain out of Support

Learn about the various support tools offered by Sage and how they can help you troubleshoot and solve issues efficiently. Recap of support tools, categorization, information sharing through webinars, and real-life scenarios discussed.

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Taking the pain out of Support

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  1. Taking the pain out of Support Percy Kataka and Marvin Lelahane 28/01/2016

  2. Contents • Recap of our Support Tools • Categorizing our Support Tools • How the Support Tools come together to create solutions • Information sharing through Webinars Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  3. Support Tools Data Import/Export Tool Valuation by date Diagnostic Tool Sync Log File Data Dictionary Sync Dash and Reporting Recon Utility Message Log Viewer Eureka Log SQL Profiler SQL Event Log Add-In Log File Windows Step Recorder Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  4. Categorizing Our Tools Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  5. Scenario’s Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  6. Scenario’s cont. Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  7. Quote Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  8. Our Philosophy “Focus on the events of the journey when defining a problem, & those events will lead you to a solution” Brentin Govender Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  9. Scenario 1

  10. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  11. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Decision Process

  12. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Message Log Viewer

  13. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Enabling the Eureka Log File

  14. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Enabling the Eureka Log File

  15. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Locating the Eureka Log File

  16. Scenario 1: Access Violation Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Locating the Eureka Log File

  17. Scenario 1: Access Violation Query Logging: - Log Full details of the issue with screen shots - With Environment details - Provide the Eureka log Expected Solution: - BPL fix or - Maintenance build Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Reading the Eureka Log File

  18. Scenario 2

  19. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  20. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Decision Process

  21. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Locating the Sync Log File

  22. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Reading the Sync Log File

  23. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Reading the Sync Log File

  24. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Reading the Sync Log File

  25. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Reading the Sync Log File

  26. Scenario 2: Sync Monitor: Error Could Not Export Table _etblSyncDefinition Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Sync Monitor Connection Details

  27. Scenario 2: Sync Monitor: Error Could Not Export Table Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Problem found

  28. Scenario 3

  29. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  30. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Decision Process

  31. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using Valuation by Date to recalculate

  32. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using Valuation by Date to recalculate and saving results

  33. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using Valuation by Date to recalculate and saving results

  34. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using Valuation by Date to recalculate and saving results

  35. Scenario 3: Valuation Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Control Reconciliation tool to reconcile back to Sub Ledger

  36. Scenario 3: Valuation Discrepancy Direct Journal Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Control Reconciliation tool to reconcile back to Sub Ledger

  37. Scenario 4

  38. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon

  39. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Decision Process

  40. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Control Reconciliation tool to reconcile back to Sub Ledger

  41. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Diagnostic Tool

  42. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Diagnostic Tool

  43. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Diagnostic Tool – Allocated Amount Differs: Mirror Mismatch

  44. Scenario 5: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Using the Diagnostic Tool – Over Allocation

  45. Scenario 4: AR Discrepancy • Possible Fixes: • Use Allocations Utility • Manually unallocated and reallocate • Fix Allocation through data fix Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Solution

  46. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Solution - Validation

  47. Scenario 4: AR Discrepancy Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Solution - Validation

  48. Scenario 5

  49. Scenario 5: Data Import Tool Process Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Data Dictionary

  50. Scenario 5: Data Import Tool Process Sage Business Partner Conference 2016 @SageGroupZA | #SageBPCon Decision Process

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