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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.
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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 3
PACS
Address
Singapore
61 Robinson Road
CH - 1222 Vesenaz
#20-01 Robinson Centre
Switzerland
Singapore 068893
Phone
Fax
+41 22 855 1655
+41 22 855 1661
Phone
Fax
1800 - 557 2877
1800 - 557 2977
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
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
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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 9 AM IST to 9 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..
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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
5 days.
We will break up the reminder time period as 3,3,2,2 to closure
For e.g.
Monday – Info requested from Client - 1 Jan 2006
Thursday – 1st reminder 3rd day (3 days) - 4 Jan 2006
Tuesday – 2nd Reminder 3rd day (3 days) - 9 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 do handle transient and sticky issues that do 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.
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Contents
Support Handbook ........................................................................................................................................ 1
Support Handbook ........................................................................................................................................ 1
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
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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
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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
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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 <Setup Queries> .................................................................................. 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 <Jbase to Oracle using RDMB Conversion> .......................................... 115
TCIB & TCMB ........................................................................................................................................... 115
TCIB – Temenos Connect Internet Banking: ........................................................................................ 115
TCMB – Temenos Connect Mobile Banking ......................................................................................... 116
Teller ......................................................................................................................................................... 116
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Teller ..................................................................................................................................................... 116
TELLER FINANCIAL SERVICES.......................................................................................................... 116
Trade Finance ........................................................................................................................................... 118
SWAPS ..................................................................................................................................................... 120
EDGE ........................................................................................................................................................ 122
EDGE .................................................................................................................................................... 122
AML ........................................................................................................................................................... 123
ANTI MONEY LAUNDRY ...................................................................................................................... 123
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Account
Account Related Problems
Discrepancy in Account Balance
Incorrect Working Balance
Till R11 Release
R12 Release
1.
Full view of ACCOUNT S ZZZ
1.
Full view of ACCOUNT S ZZZ
2.
Full view of ACCOUNT.PARAMETER S SYSTEM
2.
Full view of EB.CONTRACT.BALANCES S ZZZ
3.
Output
of
ENQ
STMT.ENT.BOOK
BOOKING.DATE LE !TODAY
3.
Full view of ACCOUNT.PARAMETER S SYSTEM
4.
Full view of EB.CONTRACT.BALANCES S ZZZ
4.
Output
of
ENQ
STMT.ENT.BOOK
BOOKING.DATE LE !TODAY
5.
Full view of transactions (if any) listed by below
command
5.
Full view of transactions (if any) listed by above
command
6.
From jbase
6.
From jbase
WITH
jsh-->SEARCH FXXX.ENTRY.HOLD
jsh ~ -->SEARCH FXXX.ENTRY.HOLD
String :ZZZ
String :ZZZ
String :
String :
Record Keys : *
Record Keys : *
>CT FXXX.ENTRY.HOLD
>CT FXXX.ENTRY.HOLD
From jbase
7.
WITH
From jbase
jsh ~ -->SEARCH FXXX.FWD.ENTRY.HOLD
jsh ~ -->SEARCH FXXX.FWD.ENTRY.HOLD
String :ZZZ
String :ZZZ
String :
String :
Record Keys : *
Record Keys : *
>CT FXXX.FWD.ENTRY.HOLD
>CT FXXX.FWD.ENTRY.HOLD
Replace XXX with respective mnemonic of the company and ZZZ with problematic account number
Incorrect Actual or Cleared balance
Till R11 Release
R12 Release
Full view of ACCOUNT
Full view of ACCOUNT
Full view of ACCT.STMT.PRINT
Full view of ACCT.STMT.PRINT
Full view of ACCOUNT.PARAMETER
Full view of ACCOUNT.PARAMETER
Full view of EB.CONTRACT.BALANCES
Full view of EB.CONTRACT.BALANCES
Full view of ACCT.ACTIVITY
Full view of ACCT.ACTIVITY
from jBASE
from jBASE
>TERM 400
>TERM 400
>SELECT FXXX.STMT.PRINTED WITH @ID LIKE "ZZZ..."
>SELECT FXXX.STMT.PRINTED WITH @ID LIKE "ZZZ..."
>QSELECT FXXX.STMT.PRINTED
>QSELECT FXXX.STMT.PRINTED
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>LIST
FXXX.STMT.ENTRY
TRANS.REFERENCE >LIST
FXXX.STMT.ENTRY
TRANS.REFERENCE
ACCOUNT.NUMBER BOOKING.DATE VALUE.DATE
ACCOUNT.NUMBER BOOKING.DATE VALUE.DATE
EXPOSURE.DATE
PROCESSING.DATE
AMOUNT.CY DATE.TIME SYSTEM.ID
AMOUNT.LFCY EXPOSURE.DATE
PROCESSING.DATE
AMOUNT.FCY DATE.TIME SYSTEM.ID
AMOUNT.LCY
Replace XXX with respective mnemonic of the company and ZZZ with problematic account number
DISPO and POSTING.RESTRICT
Posting restrict is not triggered for a transaction /In DISPO setup, after processing a transaction, DISPO.ITEMS record is not created
or if wrong DISPO.OFFICER is updated in DISPO.ITEMS record.
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Steps for replicating the problem along with screenshots.
Full view of the problematic POSTING.RESTRICT record in SEE mode.
Full view of the problematic ACCOUNT/CUSTOMER record in SEE mode where above POSTING.RESTRICT is attached.
Full view of corresponding OVERRIDE record in SEE mode.
Full view of corresponding DISPO.OFFICER record in SEE mode.
Full view of corresponding DISPO.ITMES record in SEE mode.
Full view of corresponding USER record who performed the transaction
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All in One Account (AZ)
Accounting problems in AZ
• AZ.PRODUCT.PARAMETER record.
• AZ.ACCOUNT record.
• AZ.SCHEDULES record.
• STMT.ENTRY records for all the transactions against the AZ.ACCOUNT
• Output of the ENQ STMT.ENT.BOOK for the AZ.ACCOUNT, NOMINATED and REPAY accounts where ever applicable.
• ACCOUNT.CREDIT.INT or ACCOUNT.DEBIT.INT for the applicable AZ records.
Balance mismatch in AZ
For balance mismatch, supply us with details of STMT.ENTRY, CATEG.ENTRY and RE.CONSOL.SPEC.ENTRY. (Refer to listing
mentioned in section 2.1 Balance Mismatch Messages of Chapter 2, Accounting and Reporting.) Along with the extraction of
RE.STAT.MISMATCH and RE.STAT.BAL.REC report on the same day, where listings are taken.
End of Day failures
● The specific job name and BATCH record name.
● A screen print of the error message.
Screen shots of the following.
● AZ.ACCOUNT
● AZ.SCHEDULES
● The system run date.
● Whether the system is a single or multi-company set-up.
● A full print of the COMO for the failed process.
ARC IB
For all the Archiving problems the following d etails need to be specified
● Detailed screenshot of the problem occurred along with the error message.
● The ARC IB browser war release and T24 release.
● Full view of AA.ARRANGEMENT.ACTIVITY record.
● If problem related to ENQUIRY, then full view of the ENQUIRY record.
● If problem related to VERSION, then full view of VERSION record.
● The arc ib war file release in which the problem exists.
● The global.log file (tcserver/log )
● Full view of AA.ARRANGEMENT.ACTIVITY record
● Full view of EB.EXTERNAL.USER record.
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ARC Mobile
1. T24 release – (example – R12, R13, etc.)
2. ARC Mobile release – (R13, R14, etc.)
3. Database used for ARC Mobile –(MySQL, Oracle, MSSQL server, etc.)
4. Application server used – (JBoss. Tomcat, etc..)
5. ARC Mobile server build details – (ARCMobile_executables_XX__X_XXXXXXXX_X.tar)
6. Handset Build details(if applicable) – (Mcommerce_iPhone_Prod_https-arcmobile-temenos-com-8080_24-03-2016.)
7. Whether reported issue happens in all platforms like IPhone, Android and Windows? If no, Specify which platform.
8. Steps to replicate (if applicable)– (1. Login android application, 2.Perform Fund transfer, 3. Transaction failed displaying “XYZ”)
9. Screenshots for the reported problem (if applicable)10. Application Server logs (if applicable)
Arrangement Architecture
For all the problems the following details need to be specified
● Detailed screenshot of the problem occurred along with the error message.
● Exact T24 release.
● Screen shot of AA overview screen
● Screen shot of all the arrangement conditions in case of tracking then product conditions.
● Screen shot of the product.
● Screen shot of EB.CONTRACT.BALANCES of the account
● Screen shot of the enquiry EB.CONTRACT.BALANCES.BALANCE
● Screen shot of the account record.
● Screen shot of ACCT.ACTIVITY record for R09 and below release
● Screen shot of ACCT.BALANCE.ACTIVITY record for R10 and above releases.
● Screen shot of AA.ACCOUNT.DETAILS record.
● Screen shot of AA.BILL.DETAILS record.
● Screen shot of AA.SCHEDULED.ACTIVITY record.
● Activity history (AA.ACTIVITY.HISTORY).
● All the product condition related to the product.
● API routines related to product condition.
● Arrangement overview record
● Activity log tab in full view.
● For activity related problems screen shot of the activity (i.e. AA.ARRANGEMENT.ACTIVITY).
● Schedules tab in full view.
● In case the problem is that the system is in an infinite loop then global.log
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● In case payment related problem like cash pool then setup of cash pool i.e. AC.CASH.POOL record and
other related setup.
● Further to that output of the enquiry STMT.ENT.BOOK for the debit account.
● Similarly in case of DD then DD.DDI, DD.ITEM,DD.PARAMETER and other related setup.
Asset Management
Provide records from the following files based on the functionality of the AM module where you face an issue. You need to provide
details which ever are relevant to the problematic scenario. Also ensure the details of the transactions underlying the position and
basic details like SECURITY.MASTER, SAM, and ACCOUNT are provided.
For issues related to AM Performance
● AM.PARAMETER
● SC.PARAMETER
● AM.PERF.PARAMETER
● SC.PERF.DETAIL
● RUN.PERFORMANCE.TAKEON and SC.PERF.DETAIL.MAN (If involved)
● TRANSACTION table
● TRANS.FUND.FLOW
● SC.FUND.FLOW
● SC.CASH.FLOW.TRANS
● AM.BREAKDOWN.SELECT
● Related SAM
● AM.FUND.FLOW
● AM.INST.VEH
● AM.INST.PERF.DETAIL
● AM.GROUP.PORT
● AM.PERF.DETAIL.GRP
● AM.EXCEPTION
● SC.POS.ASSET and SC.VALUATION.EXTRACT
● AM.INST.VEH.MAN, AM.INST.PERF.DETAIL.MAN (If involved)
● Time series enquiries AM.PERF.PRT.D.1M, AM.PERF.PRT.M, AM.PERF.PRT.4Q, AM.PERF.PRT.Y.10Y
● Core enquiries like AM.DAILY.PERF, AM.DIETZ.PERF
● Core enquiries AM.PERF.SEGMENT, AM.PERF.INSTRUMENT, AM.PERF.ROLLING,
For issues related to AM Valu ation Portfolio Consolidation
● AM.GROUP.PORT
● AM.GROUP.PORT.CONCAT
● AM.GROUP.PORT.CONCAT.LW
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● SC.POS.ASSET
● SC.VALUATION.EXTRACT
● SC.VALUATION.EXTRACT.LW
● AM.VALUATION.EXT.GRP.CONS
● AM.VALUATION.EXT.GRP.CONS.LW
● AM.PERF.DETAIL.GRP
● SC.PERF.DETAIL
● Underlying transactions creating the position
● COMO and TSA.SERVICE of service AM.GRP.PORT.ONLINE
● Core enquiries like AM.DAILY.PERF, AM.DIETZ.PERF
For issues related to AM Portfolio Modelling
● AM.PARAMETER
● AM.ENTITY
● Underlying SECURITY.MASTER, SAM
● AM.RATING
● INVESTMENT.PROGRAM
● AM.SIZING
● AM.AXIS
● AM.MATRIX
● AM.RECOMMENDATION
● AM.COMPARE
● AM.COMPARE.DETAIL
● AM.SCENARIO
● AM.PRICE.SET
● AM.BUILD.MODEL
● AM.MODEL
● AM.VIOLATION
● AM.GRID
● AM.LAST.COMPARE
● AM.GRID.FMT
● AM.POS
● AM.AXIS.MEMBER
● AM.MATRIX.HISTORY
● SEC.OPEN.ORDER, SC.SOO.CUST.DETAIL records
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● AM.SCENARIO.SAVED
● AM.CRITERIA
● AM.GRID.FMT.PARAM
● COMO and TSA.SERVICE of AM.SC.MOVEMENT service
● ENQUIRY output of AM.GRID.MASTER
● Enquiry output of AM.COMPARE.DETAILS (to display proposed orders)
For issues related to AM Dynamic modelling
● AM.PARAMETER
● SC.PARAMETER
● AM.VIRTUAL.CUSTOMER
● AM.VIRTUAL.ACCOUNT
● AM.DYNAMIC.MODEL
● AM.BUILD.MODEL
● AM.COMPARE
● SECURITY.MASTER
● AM.SEGMENTS
● AM.DYNAMIC.MODEL.COPY (if used)
● Related SC.PERF.DETAIL
● AM.MODEL.PORT.REBUILD records
● AM.AMEND.VIRTUAL.BALANCE
● COMO and TSA.SERVICE of service AM.MODEL.PORT.REBUILD
● COMO and TSA.SERVICE of service AM.DYNAMIC.MODEL.SERVICE
● COMO and TSA.SERVICE of service AM.MODEL.BUY.SELL.SERVICE
● For performance enquiries – output of AM.DYNAMIC.MODEL.PERF
For issues related to AM Restrictions
● AM.PARAMETER
● SC.PARAMETER
● AM.ENTITY
● RESTRICTION
● SC.SECURITY.CONSTRAINT
● SC.RESTRICTION.LOG
● Underlying CUSTOMER, SAM, SECURITY.MASTER, transactions
For issues related to AM cash management
● AM.PARAMETER
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● AM.SWEEP.REQUEST
● AM.SWEEP.DETAIL
● AM.LIQ.SWEEP.REQUEST
● AM.LIQ.SWEEP.DETAIL
● AM.CCY.HEDGE.REQUEST
● AM.CCY.HEDGE.DETAIL
● Core enquiries like AM.SWEEP.DETAIL.AMEND, AM.LIQ.SWEEP.DETAIL.AMEND,
AM.CCY.HEDGE.FORWARD.AMEND, AM.CCY.HEDGE.SWAP.AMEND
For issues related to AM Back Value Management
● AM.PARAMETER
● AM.VEH.MM and AM.VEH.GRP.MM
● Underlying transactions like SC.PRICE.CHANGE, AM.CCY.RATE, FT, DC, SEC.TRADE,
SECURITY.TRANSFER, POSITION.TRANSFER, SC.BOOK.COST, DIARY, ENTITLEMENT
● AM.INST.VEH, AM.INST.PERF.DETAIL, SC.CASH.FLOW.TRANS, SC.PERF.DETAIL
● ONLINE.BACKVALUE.LAUNCH
● BV.TRANSACTIONS and BV.COMP.TRANS
● AM.COMPOSITE
● AM.COMP.BV.UPD
● Batch record and relevant COMO of batch EOD.BACKVALUE
● Core enquiries AM.VAL.HIST, AM.VAL.GRP.HIST, BV.REPORT.LOG.SUMMARY, BV.PERF.REP
For issues related to AM XML Extractor
● SEC.ACC.MASTER
● AM.REP.PARAMETER
● AM.REPORT
● AM.EXTRACT.FQU
● AM.SUB.REPORT
● AM.REP.TEMPLATE
● XML.EXTRACTOR
● AM.PERF.PARAMETER
● Work files (AM.AC.STMT.WORKFILE, AM.ACT.WORKFILE, AM.PERF.WORKFILE,
AM.PERF.OVERVIEW.WORKFILE, AM.REP.CUSTOMERS)
● AM.REP.ONLINE
● AM.EXTRACT.HIST.LOG
For issues related to AM Front End Valuation
● AM.VAL.PARAMETER
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● CONFIG.ini
● Related AM.SEGMENTS, AM.ENTITTY, AM.AXIS
● Enquiry output of OS.SVG.MENU, GB.AM.SAM.INFO, AM.PORT.HOLDINGS, AM.PERF.PRT.D.1M,
GB.AM.CCY.GRID, GB.VALUATION.MATRIX, GB.VAL.CHART, GB.VAL.CHART.BAR,
GB.VAL.CHART.LINE, CASH.FLOW.PROJ, AM.SHARE.REPORT, AM.PERF.ROLLING,
AM.PERF.SEGMENT, AM.PERF.INST.SERIES, AM.PERF.D.1M.GRAPH, AM.PERF.PRT.M,
AM.PERF.PRT.4Q
Bills
Error message occurred during online:
● BL.BILL record
● BL.REGISTER record
● Screenshot of the error message
For all other BL problems
● BL.BILL
● BL.REGISTER
● BL.BALANCES
● EB.CONTRACT.BALANCES
Balance mismatch in BL
● For balance mismatch, supply us with details of STMT.ENTRY, CATEG.ENTRY and
RE.CONSOL.SPEC.ENTRY and EB.CONTRACT.BALANCES
Branch Resilience
For all the below problems the following details need to be specified
Whether the problem occurs in Classic/Browser Detailed screenshot of the problem occurred along with the error message
Problem in Static update:
Scenario: 1
If the problem is at Head office server provide us with the below information.
● BR.PARAMETER record.
● Provide us the entire folder and its contents from the location as specified in BR.PARAMETER.
● Also the screenshot of the STATIC update done at Head office.
Note: The static application are defined as per the bank’s requirement, the screenshot is required for the static application which
failed to update the OFS string in the path location as specified in BR.PARAMETER.
If the problem is at branch server provide us with the below information.
Provide us with the information requested in scenario: 1
● COMO of the service ran at branch server for static update.
● Screenshot showing the path where the STATIC file folder is FTP from the branch server.
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Problem in Account Update:
Scenario: 1
If the problem is at Head office server provide us with the below information.
● COMO of the service BR.EXPORT ran at head office.
● BR.PARAMETER record
Scenario: 2
If the problem occurred in Branch Server provide us with the below information.
Provide us with the information requested in scenario: 1
● COMO of the service ran at branch office server.
● Screenshot of the OFS.REQUEST.DETAIL for the problematic account record, if any.
Problem with date change in BRANCH office server
Provide records from the following files:
● COMO of the service BR.DATE.CHANGE from branch office server.
● HOLIDAY record of the local currency.
● DATES record for the respective company.
Problem with BR.CREATE.DATABASE
Provide records from the following files:
● COMO of the service BR.CREATE.DATABASE
● BR.PARAMETER record
● BR.BRANCH record
● BR.PRODUCT record
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Cheque and Cards
CARD and CHEQUES ISSUE
Card Issue problem
● CARD.CHARGE
● CARD.ISSUE
● CARD.TYPE
● ACCOUNT
Cheque Issue problem
● TELLER
● TELLER TRANSACTION
● PAYMENT.STOP
● CHEQUE.REGISTER.SUPPLEMENT
● ACCOUNT
Cheque.Collection
For all CHEQUE.COLLECTION related problem, provide us
● Full view of problematic CHEQUE.COLLECTION record
● Entries generated for the problematic CHEQUE.COLLECTION record (STMT AND CATEG ENTRIES)
● CQ.PARAMETER record
● Full view of Underlying TELLER transaction
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COLLATERAL
COLLATERAL - TAFC Compliance
For All Problems
● COLLATERAL
● COLLATERAL.RIGHT
● All Related LIMIT records
For R5 and Higher releases
For all problems related to LIMIT and COLLATERAL.
● LIMIT
● COLLATERAL
● COLLATERAL.RIGHT
● Full view of the LIMIT.COL.ALLOC.WORK record specified in the ALLOC.WORK.ID in the
corresponding LIMIT record
Discrepancy in the NOMINAL.VALUE of COLLATERAL record
● COLLATERAL and COLLATTERAL.RIGHT for the customer’
● Associated COLLATERAL.TYPE record
● Associated Application OR
● Associated Contract
COB HANG/CRASH IN COLLATERAL.RIGHT.EOD OR COLLATERAL.LIMIT.EOD
● mw42
● SHOW-ITEMS-LOCK
(A)
jsh-->TERM 300
jsh-->SEARCH FXXX.LIMIT.COL.ALLOC.WORK
String :<cust.no>
String :
Record Keys : *
>LIST FXXX.LIMIT.COL.ALLOC.WORK LIMIT.ID COLL.CODE COLL.RIGHT
(B)
jsh-->TERM 300
jsh-->LIST FXXX.LIMIT WITH @ID LIKE '...<cust.no>...' EXPIRY.DATE FIXED.VARIABLE COLLATERAL.CODE COLLAT.RIGHT
ALLOC.WORK.ID BY @ID
(C)
jsh-->TERM 300
jsh-->LIST FXXX.LIMIT$HIS WITH @ID LIKE '...<cust.no>...' EXPIRY.DATE FIXED.VARIABLE COLLATERAL.CODE
COLLAT.RIGHT ALLOC.WORK.ID BY @ID
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(D)
jsh-->TERM 300
jsh-->LIST FXXX.COLLATERAL.RIGHT WITH @ID LIKE '<cust.no>...' LIMIT.REFERENCE PERCENT.ALLOC LIMIT.ID
COLLATERAL.CODE STATUS EXPIRY.DATE ALLOC.WORK.ID BY @ID
(E)
jsh-->LIST-ITEM FXXX.LIMIT.LIABILITY WITH @ID LIKE '…<cust.no>...'
(F)
jsh-->LIST-ITEM FXXX.CUSTOMER.LIABILITY WITH @ID LIKE '…<cust.no>...'
(G)
jsh-->LIST-ITEM FXXX.LIMIT.LINES WITH @ID LIKE '…<cust.no>...'
Note: Replace XXX with company mnemonic.
Replace <cust.no> with customer id involved seen in the crash or hang or mw42 or show-item-locks
COLLATERAL - TAFJ Compliance
For All Problems
● COLLATERAL
● COLLATERAL.RIGHT
● All Related LIMIT records
For R5 and Higher releases
For all problems related to LIMIT and COLLATERAL.
● LIMIT
● COLLATERAL
● COLLATERAL.RIGHT
● Full view of the LIMIT.COL.ALLOC.WORK record specified in the ALLOC.WORK.ID in the
corresponding LIMIT record
Discrepancy in the NOMINAL.VALUE of COLLATERAL record
● COLLATERAL and COLLATTERAL.RIGHT for the customer’
● Associated COLLATERAL.TYPE record
● Associated Application OR
● Associated Contract
COB HANG/CRASH IN COLLATERAL.RIGHT.EOD OR COLLATERAL.LIMIT.EOD
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mw42
SHOW-ITEMS-LOCK
jsh-->LIST-ITEM FXXX.LIMIT WITH @ID LIKE '...<cust.no>...'
jsh-->LIST-ITEM FXXX.LIMIT$HIS WITH @ID LIKE '...<cust.no>...'
jsh-->LIST FXXX.COLLATERAL.RIGHT WITH @ID LIKE '<cust.no>...'
jsh-->LIST-ITEM FXXX.LIMIT.LIABILITY WITH @ID LIKE '…<cust.no>...'
jsh-->LIST-ITEM FXXX.CUSTOMER.LIABILITY WITH @ID LIKE '…<cust.no>...'
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jsh-->LIST-ITEM FXXX.LIMIT.LINES WITH @ID LIKE '…<cust.no>...'
Note: Replace XXX with company mnemonic.
Replace <cust.no> with customer id involved seen in the crash or hang or mw42 or show-item-locks
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CONFIRMATION MATCHING
Problems related to Confirmation module:
Error on formatting the CM messages.
Set up issues in CM .MESSAGE.TYPE.
Error on creating CM.HOLDING.QUEUE.
Problem on creating CM.MESSAGE.
Problem in CM.MATCH.ITEM record updation
Swift message for which the tags has to be matched
Problem on matching.
Files to be checked:
>F.CARREIR.OUT.LIST.
>F.CM.HOLDING.QUEUE
>F.CM.MESSAGE.TYPE
>F.CM.MATCH.ITEM
>F.CM.MESSAGE
>F.CM.MESSAGE.TYPE.MB
Phantoms for CM processing :
In the lower releases up to R10 EB.PHANTOMs :
EB.PHANTOM>CM.GET.NEW.MESSAGE - Updates CM.MATCH.ITEM AND CM.MESSAGE
EB.PHANTOM>CM.FIND.MATCHED.ITEMS – Updates CM.PAR.UNMATCHED.ITEM AND CM.UNMATCHED.ITEM
From R11 the services:
1. BNK/CM.NEW.MESSAGE
2. BNK/CM.FIND.MATCH.MESSAGE
The MB phantom used in lower release is:
MB.CM.FIND.MATCHED.ITEMS
R11 service:
BNK/MB.CM.FIND.MATCH.MESSAGE
WORK FILES:
Two work files used in Confirmation Matching application are as follows:
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CM.UNMATCHED.ITEM : This file is used for full matching.
CM.PAR.UNMATCHED.ITEM : This file is used for partial matching.
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