TRANSFER AVAYA

30052 it helpdesk (option 2)

30056 nova (option 6)

30054 HR (option 4)

30051 GEMS (option 1)

DUNNING

status kat icp 14-tos CAMS -14

REMARK : sila close tikect

Sila Jelaskan bayaran tertunggak bagi asset ...................... untuk tindakan lanjut. TQ

..............................................................................................................
RADIUS

Session DB Account Status Inactive/Suspended, ICP active, CAMS active

TIKET BANYAK ORDER

Dear our valued users,
In order for issue to be resolved more efficiently and timely, kindly raise new tickets with 1 order per
ticket.
Thanks for your understanding.

SLOWNESS
ICP-TA-ESS-SIEBEL

REMARK : Jika slowness tapi tiada info

Please provides details for remote desktop

1. IP address

2. Username pc

3. Password pc

4. Allow remote desktop

PEMBETULAN IC

Untuk sebarang pembetulan IC & penukaran segmen Group sila refer En. Muhammad bin Ali
(muhd_ali@tm.com.my)

Untuk sebarang pembetulan BRN sila refer En. Muhammad bin Ali (muhd_ali@tm.com.my)
Isu Reset Password Test Account (tmwXXXXX)

Remark : TUTUP

Sila refer Rijaludin Ahmad Martakhi <rijalmar@tm.com.my> & Noorismy Khairi

<noorismy@tm.com.my>

CONFIRMATION SLIP/PORTAL ORDER SUMMARY ISSUES

Please provide id & password for further investigation.

NAK FIX IP ADDRESS

1) Processor to check with Highspeed Broadband Center (HBC) on the old IP Address availability.
(Email : Highspeed Broadband Center (HBC)

hbc_bau@tm.com.my
2). If the IP still available, processor may proceed to raise a request via TDI FoCUS (IT Help Desk) to
revert the IP address to the old configuration in MCMB

Isue nak buang CC email.

Kindly please procced to change bill media and put 1 email address for main email will receive the
bill.

After that please email to ( ramzinani.bongsu@tm.com.my), to update backend for CC email. thanks.

Tiada button submit /status open

REMARK: Closed

Sila minta supervisor untuk approve or reject aktiviti "Multiple Subscription Approval".TQ

Business line / DATA HAD BEEN RETRIVE/DELETE BY ANOTHER USER

REMARK : CLOSED

Please clear cache at your PC

Clear Cache

-Click on the File tab-Select Log Out

In IE browser,-Click on the Tools tab-Select Internet Options-Click on the Delete button

-Click on Delete Files and Delete cookies button to delete clear cache
FULLFILLMENT

Submitted

Tutup : Kalau order ade whitelist

Please ask your supervisor to approve the "CAMS Whitelist Activity" in Activities, then Order will
update to "Processing".

..............................................................................................................................................

Kalo order submitted tapi sudah returned

Kindly proceed with returned order scenario

...............................................................................................................
No exception in OSM |ICP still remain submitted
Please verify

Issue processing

Remark

No exception in OSM |ICP still remain Processing

Please verify
.

No exception in OSM | SWIFT Done | ICP still remain Processing

Please verify

ICP status Processing|OSM no exception|SAMS completed|INFORM W

Please verify

ICP status Processing|OSM no exception|SAMS Pending Cancel |INFORM R

Mohon tukar kepada REturn

Please verify

...................................................................................................................................

Order terminate | Deactivate Service in ASAS (current)X in OSM | ICP processing

Please Verify

.......................................................................................................................................

Remark : TUTUP SEKIRANYA INFORM P

Sila rujuk pada pihak teknikal kerana jumpring tak DONe. Order sudah wujud dalam Inform dan
status infrms P.'

.................................................................................................................
REMARK : Modify feautures order processing ; TUTUP

Sila refer Sharifah Zanariah Bt Syed Zainal Ariffin <sharifahzanariah@tm.com.my>

Done aktiviti Configuration at Server kerana masih Not Started. Tq

.................................................................................................................................

Utk ISU CDMA assign diri sendiri

SIla refer SFM team untuk done kan CDMA.

TQ

Sila Assign to Self aktiviti "Activate/De-activate Svc" dan tukar status kepada DONE. Order akan auto
Complete. TQ

..............................................................................................................................................

Remarks: isu processing, swift and ICP jumpering not started

Activity Jumpering still Not Started in SWIFT & ICP. Kindly refer ZFT team to Done activity in SWIFT &
ICP.

Status Sent to survey

Investigation masih belum start, sila refer team ACC untuk buat survey.

Tq

.....................................................................................................................

Sila done kan aktivity Investigation terlebih dahulu .TQ

.......................................................................................................

STATUS

Open - Sent To Survey - Survey Completed - Pending Processing - Submitted - Processing

Open - Sent To Survey - Survey Completed - On Hold - Service Available - Pending Processing -
Submitted - Processing

Open - On Hold - Service Available - Pending Processing - Submitted Processing

................................................................................................................................

Order sent to survey (tak change status tp activity Investigation semua Done)

Untuk Address Not Found, perlu pilih Survey Completion Code seperti dibawah untuk activity
Investigation.

Selepas Done, sila done kan activity Investigation Confirmation dan tick Proceed To On Hold Flag.

Untuk D-Side (DP) not available, perlu pilih Survey Completion Code selain dari list dibawah untuk
activity Investigation.

Selepas Done, sila done kan activity Confirmation Call, tidak perlu tick Proceed To On Hold Flag.
SURVEY COMPLTED- ON HOLD

Please resubmit balik order ini dan ND kena update ikut mapping SRC/SCC yang betul.

Address Not Found

1) New DP cannot be installed
2) Rechargeable Work Order (RWO)
3) No Cable Routing
4) No E-side
5) New Area
6) DP full, request add New DP
7) Competitor Area
8) Cabinet under Bulk-Change
9) DP Full, No alternate DP

CUSTOMIZE

REMARK : CLOSED

Customize error fixed. Kindly proceed with order.

Customize error fixed. Kindly update customer TM Home Prepaid info before proceed with order.

.....................................................

Sila rujuk dengan Puan Norliyana Zainal Moktar (liyana.zainal@tm.com.my) untuk verify Personal
Domine.TQ

.......................................................................................................................................

Order has been cancelled. Please re-raise then re-log IRIS ticket. Do not cancel the order.

BILLING
TIDAK TRIMA BILL

Sila rujuk Bill Printing Team En Khairul Nizar Abd. Rahim & En Zainal Abidin Abdul Rani utk buat
semakan samada bil di hantar kpd pelanggan.

...........................................................................................................................
BILLING- PNCH / ALPP

Refer account number: , PNCH16 Morrison PNCH16 masih active.

Sila rujuk Puan Norul Akhma Binti Rofa (nakhma.rofa@tm.com.my) untuk bantuan remove features
tersebut melalui TABS Portal.
..........................................................................................................................................
Order da final

Currently there are TM Internal Usage Policy (TIUP) activities involving T10 and T20 accounts. So for
any reconnection activities, please liaise with Pn Norhauza Mohamed Zinon from Group of Business
Assurance30051 GEMS (option 1)

Hidden profile stx

streamyx tak boleh tied pada KTS (keyphone). so kalau mana stmx yg tied dgn KTS, data team akan
hidden stmx tu (masa data migration dulu).Biasanya Najib akan mntk DEL lain under customer tu utk
dia tied secara manual. bila dah tied baru stmx tu blh nmpk dlm Siebel.

Still kena close mintak user service id yg lain. blh jugak bgtau user utk buat order MCO untuk tukar
KTS tu jd business line. bila dah jd business Line then nnt najib akan unhidden stmx tu

Please provided another service id. DEL = business line/ homeline/centrex

untuk process tie secara manual untuk wujudkan asset yg telah hidden

Issue berkaitan BMS

kecuali Exception BMS di OSM boleh tutup tiket remark -

For BMS configuration please refer NGN/TVA team.

.........................................................................................................

Remark : Data not found in BMS

Sorry,we cannot check for BMS. Please refer NGN TVA/MCC team

HOTSPOT

REMARK : Takde dalam order, boleh closed tiket.

HOTSPOT memang dah tak offer since 15/9/2015 untuk semua streamyx plan.

BILLING
VADS SOC

Generate bill

REMARK : Issue xboleh print & view

Sila rujuk Bill Printing Team En Khairul Nizar Abd. Rahim & En Zainal Abidin Abdul Rani utk buat
semakan samada bil di hantar kpd pelanggan.

-----------------------------------------------------------------

Final acc.

no acc . end date no Order ID

Sila rujuk pihak RRM untuk bantuan raise SR bagi Final Account ini. TQ
Boleh hubungi Pn. Fathimah Beevi Abdul Azeez utk mendapatkan contact info RRM team.

CANCEL ORDER

REMARK : Sekiranya nak cancel, tapi tidak lengkap info.

Sila isikan ruangan Cancel Category & Cancel Reason Code: terlebih dahulu.

Status
open

REMARK : Tiada button Submit / Tutup tiket

Sila minta supervisor untuk approve or reject aktiviti "Multiple Subscription Approval".TQ

............................................................................

REMARK : Tidak bole submit ; error blacklist, aktivities approval not started

Please ask your supervisor to approve the "Blacklist Approval Activity" in Activities, then Order will
update to "Processing"

ISU SR/TT
Aset in active - create TT

REMARK : Closed

The BA D947469360105 in the pick list if for the STX.

Please cancel this SR and create it under the DEL customer. Thanks
....................................................................................................................................

SR submitted:

SR type CHANGE CREDIT LIMIT

Please be informed that SR change of credit limit can take within 24 hours to 7 days to be closed,
depending on the outcome of the request. Because it has not been more than 7 days, please wait for
the outcome. You may log IRIS if it is more than 7 days. Thanks
SR Refund nak cancel or close..

SR was updated contact name, please try again.TQ

..................................................................................................................

SR tidak bole Closed

REMARK : Open xle isi closure

Please populate below fields in order:

1. Product Type

2. Case Category

3. Closure Acknowledgement

4. Closure Category

5. Closure Reason

6. Closure Remarks

.............................................................................................................

UNABLE TO CREADTE ADJUSTMENT

klau xde error tutup

klau ada send L2

...................................................................................................

Change address billing

REMARK : error alamat salah alamat ; Type: Account Maintenance

Tutup and remark kalau salah buat SR

please create sr : Kindly raise SR to "Change billing address" (eventhough it is correct in ICP) in order
to sync the address in ICP, BRM & Webbrains ( in the next month bill ). thank you

Type: Account Maintenance

Area: Billing

Sub Area: Change of Billing Address

**********************************************

Kalau create betul tgk status SR closed & interfaces status :success

and tgk ICP dah tukar belum klau belum send L2 sR\TT.

...................................................................................................

Remark : raise SR refund

Senario 1:

Jika isu tersebut dilogkan oleh TM Point:

Solution advise: "Asset bagi final account tersebut tidak dimigrate ke ICP. Sila log complaint tersebut
dalam ICOM System. Jika tidak berjaya log dalam ICOMS sila rujuk kepada TSSSB HQ. "

Senario 2: Jika isu tersebut dilog oleh CMC State:

Solution advise:

"Asset bagi final account tersebut tidak dimigrate ke ICP. Sila rujuk kepada CMC HQ."

Scenario 3:Jika isu tersebut dilog oleh Manage Account

(SME/Enterprise/Government/Global/Wholesale):

Solution advise:

"Adjustment final acct untuk asset yang tidak dimigrate ke ICP. Sila rujuk kepada RRM."

Scenario 4:Jika isu tersebut dilog oleh Mass Market (Consumer)

Solution advise:

"Asset bagi final account tersebut tidak dimigrate ke ICP. Sila rujuk kepada CEMT."

NIS ERROR

NIS Error: tm_config_lib.TM_getCASSCV: Address ID '' does not exist(SBL-BPR-00131)

--> bg nis minta verify service address, bagi sekali address id

Nis error: no building found for address id

-->Untuk error ini, sila rujuk dengan AND untuk Add Boundary di NIS kerana alamat tidak wujud di
mana-mana exchange. Tq

...................................................................................................

Address NOT found

dia provided Nis ID, buka je akaun sapa2 > ambik new install pastu check add nis

klau ada tutup, klau takder send kat nabila syukriah

-------------------------------------------------------------------------

Insuffient Network Information has been retrieved from NIS. Building Id, Exchange Id, Cable Id,
Cabinet Id or DP Id are mandatory fields. Trouble Report (TR) will be cancelled.

..............................................................................................................................

No buiding ID
Sila rujuk AND Team untuk update Building Id pada Address Id tersebut

Create Commercial Offer

00508078412 tak boleh create orders Modify Commercial Offer untuk tukar comersial offers dari
homeline ke business keluar error comersial offer not valid

Solution: Sila create Order Modify Service Class Code untuk tukar commercial Offer dari Homeline ke
Business Line.

ORDER CAPTURE CREATE ORDER

REMARK : Create order, tak lengkap info

Cik, nak create order apa and pakej apa yang customer request? Mohon berikan details berikut utk
pihak icp create test order. Tq.

Order/Service Type:
Package name:
Customer Name:
IC No:
Address:
Service ID:
..........................................................................................................................................

ALPP atau PNCH

Sila rujuk Puan Norul Akhma Binti Rofa (nakhma.rofa@tm.com.my) untuk bantuan remove features
tersebut melalui TABS Portal. Tq

.........................................................................................................................................

TERMINATE

REMARK : Keluar Error :

You cannot proceed with the Terminate order because there are other Services tie to this Service
Number '00380705124'. Please disconnect the dependent service first.[iCare][ERR40100](SBL-BPR-
00131)

Streamyx not migrate to ICP because tie to KTS. Please liaise with customer and ask if they have any
other DEL that we can tie manually to the Streamyx. TQ

........................................................................................................................................

REMARK : Closed

Dear User, For any issue regarding Mega or Platinum Pack please check with PM MMMO campaign
team. Cik Siti Rohayu Binti Mohammad Fauzi (sitirohayu.mohammadfauzi@tm.com.my)

..........................................................................................................................................

REMARK : unable to created order :Nis error: no building found for address id

-->Untuk error ini, sila rujuk dengan AND untuk Add Boundary di NIS kerana alamat tidak wujud di
mana-mana exchange. Tq

.............................................................................................................................................

Tranfer owner
sila batal kan order ini. kemudian create order Modify features untuk delete error, kemudian baru
create order MSA. TQ

REMARK : cth : customer er unable to customer er rm50 error.

Sila batalkan order ini dan create Order Modify Features untuk update "Equipment". Apabila order
complete, sila create order ini semula. Terima kasih.

..............................................................................................................................................

Pakej jimat hebat

Remarks:

Pakej yang dinyatakan is not orderable. Mohon refer Supervisor/TL utk pakej terkini.
Pakej Jimat hebat telah tamat promotion pada 7 March 2016.
Sila rujuk Puan Nur Aini Shuhadah Binti Mohd Kharini untuk penjelasan. Terima kasih.

Downgrade/ upgrade pakej.

Maaf, pakej yang dinyatakan is not orderable anymore. Mohon refer Supervisor/TL utk pakej terkini.
Terima kasih

Mengikut mapping tiada pakej yg di kehendaki. dan service ID tersebut tidak boleh di downgrade lagi

TQ

<<< sila nyatakan owner bari bagi servis id tersebutArilz, Today 4:05 PMsila nyatakan owner baru dan
no baru bagi servis id tersebut globe>> icare >>admint icare>> old 'Pakej '

Create order under AUX

semakan nombor yang diberikan 00404212822 adalah keyphone business pilot, masalah nak tukar ke
business line biasa atau nak tambah auxiliary nombor lain?. Terima kasih

.................................................................................................................................................

Sila rujuk Product Owner, Cik Najat Binti Muhamad (najat.muhamad@tm.com.my) untuk penjelasan.
TQ

..............................................................................................................................................

Error :Orders does not match any value in the bounded pick list PickList Contact

Remark:

Error prompt kerana tiada PRIMARY contact pada Contact List. Sila create contact atau pilih salah satu
contact sebagai PRIMARY dengan 'tick' pada column Primary.

Migration to Unifi from ICP

Langkah/Step

1. Semak order di SCOT portal http://10.41.66.196:8080/nova

2. Semak task Create_Termination_Order_in_Siebel_iCarePrime di rungan OSM.
3. Sekiranya tiada, tiket IM di hantar ke Nova L2 untuk siasatan lanjut. Sekiranya ada teruskan
dengan langkah di bawah.
4. Semak semula Indicator serta dapatkan service/login ID yang terlibat di Nova.
5. Semak Order di ICP untuk kepastian bagi service/login ID yang terlibat.
 6. Sekiranya tiada order, tiket IM perlu di hantar pada ICP-SIEBEL-DATA untuk tindakkan.
Sekiranya ada order teruskan dengan langkah di bawah
7. Dari semakan pastikan order yang telah di create berstatus complete. Maka SD boleh di
tutup.
8. Untuk order ICP yang masih berstatus Submitted atau Processing boleh rujuk kepada ICP-
SIEBEL-ORDERS sekiranya ada issue.

unable to submit order / unable to book appointment,

Error Code 50: 'Address does not exist'

---------------------------

Siebel

---------------------------

Order will be sent to survey due to Error Code 50: 'Address does not exist'.

Validate Execution Time: 0 minutes 12 seconds (SBL-BPR-00131)

---------------------------

OK

---------------------------

Untuk Order Survey, Reserve Facility perlu dilakukan terlebih dahulu.

Kemudian Validate dan Submit tanpa perlu lakukan Pre-book Appointment.

TQ

TUKAR LOGIN ID

REMARK: Tukar login ID, tutup

Unable to change login id. If customer insist to user another login id, advise customer to remove stx
and create new one. There will be cooling period of 30 days (need supervisor to approve if customer
needs urgent installation).

Update SSM

Go to customer detail
Click on Check SSM Status
Got Company Status in SSM: VALID
Tick Verified Customer Information
Then proceed with order creation

TAK BOLEH TICK DEPOSIT ORDER NI

Mulai 20/10/2016, caj Deposit dan Connection Fee (One Time Charge) order NEW INSTALL
dikecualikan untuk customer segment group R, S10 and S20 (kecuali customer warga
asing/pemegang pasport). Terima kasih

NOVA
OSM : http://10.41.22.49:7001/oms/Login.jsp

Username : anisah.ramlan

Password : drieYi2k

Mass Market Consumer

Manage Account Non Consumer

Global & whosale

Central Function NOVA Portal

Technical Error:

Check status pada Siebel dan OSM . kalo dah processing tutup..

Kalo technical error , check mendalam dalam OSM.

Submitted :

feature date xde, anta NOVA- Siebel

Kalau ade feature date sblum tarikh create SD tutup

Remark : Features number adalah pada tarikh sebelumnya