North Carolina Community College System

H. Martin Lancaster, President www.nccommunitycolleges.edu

Fifty-eight Institutions Educating and Training a World-Class Workforce

1

IIPS Conference – Fall 2006IIPS Conference – Fall 2006

E-ProcurementE-ProcurementSystem TroubleshootingSystem Troubleshooting

OverviewOverview

Applying Troubleshooting MethodsApplying Troubleshooting Methods

No assumptionsNo assumptions

Have I determined that I have a Have I determined that I have a system problem?system problem?

Ask QuestionsAsk Questions

Who initiated the call?Who initiated the call?– UserUser– EP Help DeskEP Help Desk

Obtain details and verify Obtain details and verify informationinformation– No assumptionsNo assumptions

More QuestionsMore Questions

Which Process is affected?Which Process is affected? Three kinds of processesThree kinds of processes

– 1. Requisition Processing1. Requisition Processing– 2. Order Processing2. Order Processing– 3. Invoice Processing3. Invoice Processing

Divide and ConquerDivide and Conquer

Requisition is Requisition is InboundInbound Vendor Updates are Vendor Updates are InboundInbound Orders are Orders are OutboundOutbound Invoices are Invoices are OutboundOutbound

Divide and ConquerDivide and Conquer

So, is it an Inbound or Outbound?So, is it an Inbound or Outbound?

Internet

E-Procurement LifecycleE-Procurement Lifecycle

(Optional)Approve

eRequisition in NC E-P

and sent to Colleague

(Optional)Approve

eRequisition in NC E-P

and sent to Colleague

SubmiteRequisition in

NC E-P

SubmiteRequisition in

NC E-P

ComposeeRequisition in

NC E-P

ComposeeRequisition in

NC E-P

NC E-P sends PO or BPO or Invoice

to vendor supplier

NC E-P sends PO or BPO or Invoice

to vendor supplier Outbound

Inbound Create Colleague

RequisitionCreate Colleague

Requisition

(Optional)Approve

Colleague Requisition

(Optional)Approve

Colleague Requisition

Compose PO or BPO Transaction

in Colleague

Compose PO or BPO Transaction

in Colleague

Colleague Transaction

sent toNC E-P

Colleague Transaction

sent toNC E-P

N.C. E-Procurement @ Your Service NCCCS College Information System

zone

InboundInbound

RequisitionsRequisitions– Did user get an email?Did user get an email?

What does it say? Get a copy and What does it say? Get a copy and validatevalidate

No, are web approvals completed?No, are web approvals completed?

– Is requisition available in REQM/XERI?Is requisition available in REQM/XERI?

InboundInbound

- Get a requisition number- Get a requisition number - Is requisition number seen in - Is requisition number seen in

XERI?XERI?

Inbound - Entity ClientInbound - Entity Client

Search for the requisition number Search for the requisition number in icclient.login icclient.log

– UNIX: /usr/hubclient/logs (use grep)UNIX: /usr/hubclient/logs (use grep)– WIN: c:\java\hubclient\logs (use WIN: c:\java\hubclient\logs (use

search)search)

Inbound - Entity ClientInbound - Entity Client

If requisition is not in icclient.log If requisition is not in icclient.log check:check:– Entity Client serviceEntity Client service– Check icclient.log for errorsCheck icclient.log for errors– Restart Entity IC serviceRestart Entity IC service

Are you absolutely sure it’s not there?Are you absolutely sure it’s not there? Call NCEP Help DeskCall NCEP Help Desk

Inbound - Entity ClientInbound - Entity Client

If the requisition number was If the requisition number was found in the icclient.log then found in the icclient.log then check:check:

– requisition/inboxrequisition/inbox– requisition/errorrequisition/error

Inbound - Entity ClientInbound - Entity Client

Found in inboxFound in inbox– check/restart Gxml Listenercheck/restart Gxml Listener– check/restart EPL Servicecheck/restart EPL Service

Stays in inbox, check log filesStays in inbox, check log files– GxmlListener.log on ColleagueGxmlListener.log on Colleague– Can also check EPLService.logCan also check EPLService.log

Inbound - Gxml ListenerInbound - Gxml Listener

Did you change epladmin Did you change epladmin password?password?– Run GxmlPETool to change encrypted Run GxmlPETool to change encrypted

passwordpassword

InboundInbound

How did you get this far?How did you get this far?– Cheated …Cheated …

go back and double checkgo back and double check

– Gave up …Gave up … Not just yet. Try againNot just yet. Try again After another try call CIS Help DeskAfter another try call CIS Help Desk

OutboundOutbound

Order or Invoice/Voucher?Order or Invoice/Voucher?– What is the number?What is the number?

No number to track – get oneNo number to track – get one

Outbound – ColleagueOutbound – Colleague

Check EDXL for transactionCheck EDXL for transaction– Found transaction in EDXL?Found transaction in EDXL?

The transaction was successfully The transaction was successfully delivered to Entity Client outboxdelivered to Entity Client outbox

Next, check Entity ClientNext, check Entity Client

– Transaction not found in EDXL?Transaction not found in EDXL? Continue checking in ColleagueContinue checking in Colleague

Outbound – ColleagueOutbound – Colleague

Are DMI services running?Are DMI services running?– Use these UNIX commands to check: Use these UNIX commands to check:

ps –ef | grep javaps –ef | grep java ps –ef | grep PHAN (look for process ps –ef | grep PHAN (look for process

EDQM_x)EDQM_x)

– Use DMIservices script to start the Use DMIservices script to start the DMI listener and the EDQM PhantomDMI listener and the EDQM Phantom

Outbound – ColleagueOutbound – Colleague

Is EPNC subscriber enabled (Active)?Is EPNC subscriber enabled (Active)?– CF -> EDSD -> EPNCCF -> EDSD -> EPNC

No?No?– Verify DMI services are runningVerify DMI services are running– Stop Phantom with EDQMStop Phantom with EDQM– Enable subscriber in EDSDEnable subscriber in EDSD– Start Phantom with EDQMStart Phantom with EDQM

Yes?Yes?– Check EDXE then Entity ClientCheck EDXE then Entity Client

Outbound – ColleagueOutbound – Colleague

Check EDXE for transaction errorsCheck EDXE for transaction errors– Detail into any errorsDetail into any errors– Contact Purchasing AgentContact Purchasing Agent– Resolve problemResolve problem– Do not resend from EDXEDo not resend from EDXE– Resend from POEM or create a new Resend from POEM or create a new

requisitionrequisition– Delete errors from EDXE after successful Delete errors from EDXE after successful

submissionsubmission

Outbound - Entity ClientOutbound - Entity Client

Are Entity Client services running?Are Entity Client services running?– check that EPL service is runningcheck that EPL service is running

Check messages –Check messages –– order/outboxorder/outbox– order/errororder/error– invoice/outboxinvoice/outbox– invoice/errorinvoice/error

Outbound - Entity ClientOutbound - Entity Client

New message is in errorboxNew message is in errorbox– call CIS Help Deskcall CIS Help Desk

(this was probably caused by a data (this was probably caused by a data problem)problem)

New message is in outboxNew message is in outbox– Restart Entity IC serviceRestart Entity IC service

Check that the outbound message is Check that the outbound message is removed by Entity IC service after the removed by Entity IC service after the service startsservice starts

Outbound - Entity ClientOutbound - Entity Client

Check icclient.log for a specific Check icclient.log for a specific orderorder– Number exists?Number exists?

Check message in icclient.log for successCheck message in icclient.log for success

– Did it show ‘SUCCESS’ in icclient.log?Did it show ‘SUCCESS’ in icclient.log? Yes, means EP received the recordYes, means EP received the record

– call NCEP Help Desk 888-211-7440call NCEP Help Desk 888-211-7440

– Did it show ‘ERROR’ in icclient.log?Did it show ‘ERROR’ in icclient.log? call NCEP Help Desk 888-211-7440call NCEP Help Desk 888-211-7440

Outbound - ColleagueOutbound - Colleague

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

EDQS ErrorsEDQS Errors

Is subscriber disabled?Is subscriber disabled?– Review previous slide about enabling Review previous slide about enabling

EPNC subscriberEPNC subscriber

Subscriber DisabledSubscriber Disabled

Did it happen again … ?Did it happen again … ?– Were processes started in the correct Were processes started in the correct

order?order? EPL service is probably unable to EPL service is probably unable to

contact Entity Client. Debug …contact Entity Client. Debug …– Turn on DMI loggingTurn on DMI logging– Start DMI in foregroundStart DMI in foreground– Resend a transaction from EDQSResend a transaction from EDQS

Purge MenuPurge Menu

Keep file queues and logs cleanKeep file queues and logs clean Use Purge selections from EDX MenuUse Purge selections from EDX Menu

– CF -> EDX (Terminal Menu)CF -> EDX (Terminal Menu)– CF -> UT -> SA -> EDX (UI Menu)CF -> UT -> SA -> EDX (UI Menu)

(Normally EDSP should not be used since these (Normally EDSP should not be used since these are the intermediate transactions in EDQS)are the intermediate transactions in EDQS)

A successful transaction moves from EDQM to A successful transaction moves from EDQM to EDQS to EDXL.EDQS to EDXL.

Files/LogsFiles/Logs

EDQM – EDX.TXEDQM – EDX.TX EDQS – EDX.STATUSEDQS – EDX.STATUS EDXL – EDX.LOGEDXL – EDX.LOG EDXE – EDX.ERROREDXE – EDX.ERROR

SummarySummary

1. Do not make assumptions1. Do not make assumptions 2. Ask questions2. Ask questions 3. Divide and Conquer3. Divide and Conquer 4. If all else fails call CIS Help Desk4. If all else fails call CIS Help Desk