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Guidelines to prevent unnecessary Service Requests

Objective:

The intent of the document is to present certain guidelines which when followed religiouslyconsistently would drasticallyconsiderably reduce the number of SRs raised by the GPVs and Cummins.

This document contains checklists, processes and recommendations for reducing the number of SRs.

Background: GPVs (Infosys, TCS, KPIT Cummins and HCL) and the Cummins Internal project team are involved in Cummins production support and project Implementation. During the Production support and the Roll out Implementations phase the likely issues that were will be encountered could be aptly put under the follow heads

1)

Application Bug

2)

Application functionality not performing as expected

3)

Data corruption

4)

Performance issue

5)

Question / clarification required.

Data Correction (Base Table) Question SR Performance Issue Oracle is yet to Declare 2% 5%
Data Correction (Base Table)
Question SR
Performance Issue
Oracle is yet to Declare
2%
5%
5%
Application functionality not
performing as expected
Extension , Oracle doesn’t support
2%
2%
Application bug
Data Correction
24%
18%
11%
31%

Total

Above Chart is result of total 2000 SRs analyzed

The number of SRs raised for the above mentioned issues arenumbers of SRs being raised for the above mentioned issues are significantly high. Above Chart is result of total 2000SRs analyzed.

Statistics:

followed with Then modules like Oracle payables, Oracle payments, receivables and procurement have most majority of the SRs count.

Past 6 months extract of the SRs raised for Cummins by various GPVs is collected and
Past 6 months extract of the SRs raised for Cummins by various GPVs is collected and analyzed and
shown below. More than 2000 Service requests have been were raised of which 4% were with Severity
one and 75% were of with severity Four.
Formatted: Centered
Severity of SRs
1%
4%
20%
75%
Severity Four
Severity One
Severity Three
Severity Two
1/20 th of SRs were raised in Oracle inventory (145), followed by Oracle server Enterprise edition(138),
Formatted: Superscript

Guidelines to be followed before raising any SR. Two pronged approach methods to be followed 1. Proposed Guidance note for support Engineers/consultants for analyzing an issue.

As per analysis of the SRs mention earlier the issues can beare broadly classified into following categories

 Check for the issue in on the Metalink, if a patch exists then apply the
 Check for the issue in on the Metalink, if a patch exists then
apply the patch in the clone instance after replicating the issue
and then move the same in the production (Raise SR with
reference Note id for confirmation).
5)
4)
3)
2)
Application Bug
Application functionality not performing as expected
Data corruption
Performance issue
Question / clarification required.
1)
 Check for the issue in Internal Knowledge Bank or in the Known
Error Database if any. Apply the solution.
 Check if the necessary steps required to reach the desired result
is followed exactly.
Application functionality not
performing as expected
2
Below are the proposed guidelines for each of the above category of the issue.
 Run Diagnostic Scripts to verify setups. Correct Setups if any.
 Check if this Standard Process or Customization, and iIf it is
customization verify the solution design document for details.
 Check for the issue in Internal Knowledge Bank or in the Known
Error Database if any. Apply the solution.
Try to replicate the same issue in the clone to find the cause of
the issue.
 Check if the issue is occurring oin the clone of the Production.
Application Bug
1
Guidelines
Category of the Issue
Sl No
Pre & Post Patch Cummins Change Request Process for Data Fix/Change). 4 Performance Issue  Check
Pre & Post Patch
Cummins Change Request Process for Data Fix/Change).
4
Performance Issue
 Check if the performance issue is resulting because of a
concurrent program that is incompatible or if the concurrent
manager stack is already overflowing.
 Identify whether it is a Standard Process or due to customized
process. If it is customization verify the solution design
document for details.
 Enable trace for necessary analysis.
 Check if some concurrent program exists and it is to be run
periodically to improve the performance of certain processes. Ex.
Build attribute mapping rule or QP: Denormalize qualifier to
improve the performance of pricing Engine.
 application ensure the Invalid objects are
suggested patch exist or a data fix from oracle exist , try to use
the same by tweaking the code as need be and apply it to the
clone instance and see if the desired result is met (Follow the
compiled
 Ensure there is un-interrupted network supply, not having may
result in Tables being locked and sometimes may lead to data
corruption
5
Questions/clarification required
 Check internally within team or knowledge based maintained
within the organization if unsure of certain functionality.
 Check if this Standard Process or Customization.
 Check the metalinkMetalink extensively for question or the
the
 Run Diagnostic Scripts to verify setups/transaction. Correct
necessary transaction data if any.
 Enable Trace for necessary analysis.
 Check for the issue in the Metalink, if a patch exists then apply
the patch in the clone instance after replicating the issue and
then move the same in the production (Raise SR with reference
Note id for confirmation from Oracle/Metalink).
3
Data Corruption
 Check if this Standard Process or Customization, and Iif it is
customization verify the solution design document for details.
 Run Diagnostic Scripts to verify transaction. Correct necessary
transaction data if any.
 Check for the issue in
 Check if this Standard Process or Customization, and iIf it is
customization verify the solution design document for details.
known
issue
list
,
if
an
earlier
   

clarification required.

 
  • Check with the forums dedicated for the functionality on the Internet.

  • Check with the Subject matter experts.

  • Go through the project documentation, user guide and student guides.

2. Internal Process to Create an SR

  • 1. The access to create an SR should be given only to the key Support engineers so that redundant SRs can be avoided.

  • 2. There should be approval process in place to raise an SR. Recommended approach could be as depicted in the chart.

categorised team to No o N Yes Yes Yes Bank,Metalink or Technical and DBA the Knowledge
categorised team to
No
o
N
Yes
Yes
Yes
Bank,Metalink or
Technical and DBA
the Knowledge
problem
help you close the
Refer the Solution in
respective
issue(Please involve
functional,
problem in to
Categorize the
with the business
Check the Process
the business
Check the Prob with
SR Creation Process Flow
analyses the issue
categorized?
SOLUTION
Support Engineer
No
google.
Team leader
Analyzes the issue
Is the prob
clear?
Is the Business
Process Clear?
Is the problem
APPLY
reported
earlier?
Should Experts
be involved?
SME Team analyzes
the issue
SR is created
Was this prob
SME team takes call on raising the SR
Yes
No
categorised team to No o N Yes Yes Yes Bank,Metalink or Technical and DBA the Knowledge

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