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    Manage operations for sap pos Manage operations for sap pos Document Transcript

    • Best Practice Manage Operations for SAP POS Dietmar-Hopp-Allee 16 D-69190 Walldorf CS STATUS customer published DATE VERSION Apr-01 2009 3.0 SOLUTION MANAGEMENT PHASE SAP SOLUTION Operations & Continuous Improvement Best Practices for Solution Operations TOPIC AREA SOLUTION MANAGER AREA Application & Integration Management Business Process OperationBP_MO_for_SAP_POS_V30.doc – 11.05.2009
    • Best PracticeManage Operations for SAP POSTable of Contents1 Management Summary 3 1.1 Goal of Using This Best Practice 3 1.2 Alternative Practices 3 1.3 Staff and Skills Requirements 3 1.4 Duration and Timing 4 1.5 How to Use This Best Practice 4 1.6 Best Practice Procedure 4 1.6.1 Preliminary Tasks 4 1.6.2 Monitoring Concepts 52 Business Process Monitoring for POS Integration Using SAP POS and SAP for Retail 6 2.1 Business Process: POS Outbound 6 2.1.1 Business process P01: ECC generates the master data IDocs and sends them to PI 6 2.1.2 Business process P02: PI receives ingoing messages for transmission to the FTS 7 2.1.3 Business process P03: FTS receives data and transfers to the store server at a scheduled delivery time 8 2.1.4 Business process P04: Data is received at the Xpress Server from the FTS and processed for distribution to the POS terminals 11 2.1.5 Business process P05: The POS receives configuration information from the server 15 2.2 Business Processes within SAP POS 25 2.2.1 Store level processes 25 2.2.2 Monitoring objects for SAP POS within the store 30 2.3 Business Process: POS Inbound 30 2.3.1 Business Process P01: Transaction completes, POS writes locally and moves data to Xpress Server 30 2.3.2 Business process P02: Send data from Xpress Server to CEFT server 30 2.3.3 Business process P03: Send data from CEFT message server to PI and RA 30 2.3.4 Business process P04: Send data from FTS to PI and RA via nightly batch 30 2.3.5 Business process P05: Monitoring returns authorization and SAP POS 30 2.3.6 Restarting returns authorization 30 2.3.7 Returns authorization logs 30 2.3.8 Troubleshooting returns authorization: Understanding POS error messages 30 2.3.9 System monitoring 30 2.3.10 Disaster recovery 30 2.3.11 Monitoring objects for returns authorization 30 2.3.12 Business process P06: Processing messages in PI and transferring the data to POS DM 30 2.3.13 Business process P07-P08: Processing POS data with POS DM and SAP for Retail 30 2.4 Appendix A – SAP POS Parameter Files 30 2.5 Appendix B – SAP POS Apply Files 30 2.6 Related Best Practice Documents 30 2.7 Other Related Documents 30 2.7.1 SAP POS 2.1 30 2.7.2 SAP POS 2.2 30Index of Figures 30Index of Tables 30© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 2/84
    • Best PracticeManage Operations for SAP POS1 Management Summary1.1 Goal of Using This Best PracticeThis Best Practice contains the recommended approach from SAP which uses, whenever possible, the SAPSolution Manager for the Monitoring functionalities. Even if you do not use the SAP Solution Manager, werecommend following the procedures described in this document as much as possible. This will ensure asmooth and reliable flow of your business processes as well as an appropriate response in case ofunforeseen errors.1.2 Alternative PracticesYou can have SAP experts deliver this Best Practice on-site by ordering an SAP Solution ManagementOptimization (SMO) service for SAP Business Process Management (BPM). This service is exclusivelyavailable within SAP’s support engagements, SAP MaxAttention and SAP Safeguarding. If your companycurrently does not have any support engagement with SAP, it is also possible to get assistance by SAPexperts from SAP Consulting. If this case, please contact your local SAP Consulting representative.1.3 Staff and Skills RequirementsTo implement this Best Practice, you require the following teams:Application Management TeamThis team creates the ERP Business Process Monitoring concept and consists of experts from several areasof your company: Business department Solution support organization (for example the Basis Support or the Application Support) Implementation project teamBusiness Process Operations TeamThe Business Process Operations team will be responsible for applying the resulting procedures derived fromimplementing this best practice. They include the following groups: Persons designated to perform business process oriented monitoring and ensure that the process runs smoothly (e.g. the Business Process Champion for each business process) All parties in your Solution Support Organization and IT department involved in monitoring focused on the application aspects (Application Support, Development Support, Job Scheduling Management)SAP Technology Operations TeamAll parties in your Solution Support Organization and IT department involved in monitoring focused on thesystem administration side (Program Scheduling Management, Software Monitoring Team, SystemAdministration Team including the System Administrator)Business Process ChampionThe Business Process Champion is the person in the business department that is responsible for thesuccessful execution of the business process. He coordinates all activities necessary for the businessprocess. Therefore, he is usually responsible for the escalation paths in case of problems. Often he is asecond level in the escalation procedure, if the application monitoring team needs to escalate an issue.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 3/84
    • Best PracticeManage Operations for SAP POSMore information about roles and responsibilities of these teams can be found in the super-ordinate BestPractice General Business Process Management, which you can obtain through SAP Solution Manager orthe SAP Service Marketplace, quick link /BPM.Necessary or Useful Trainings SM300 Business Process Management and Monitoring E2E300 End-to-end Business Process Integration and Automation Management1.4 Duration and TimingDurationCreating a Business Process Monitoring concept could take around one week per business process.Implementing the Business Process Monitoring concept might take approximately an additional week.TimingThe best time to apply this Best Practice is during the planning phase or during the implementation phase ofyour SAP solution.1.5 How to Use This Best PracticeHere you find a brief description of how you should proceed in using this document:Read through the General Business Process Management Best Practice, available on the SAP ServiceMarketplace. This document explains the procedures you should use to create a general Business ProcessManagement concept. This includes the definition and documentation of the core business processes,definition of monitoring objects, definition of monitoring activities including error handling procedures,monitoring tools and monitoring frequencies, the definition of communication and escalation procedures andthe assignment of responsibilities.At the beginning of chapter 2 you will find a typical flow chart of the core business process explained in thisBest Practice. It is intended to be used as a guideline for writing down your company specific processdocumentation.1.6 Best Practice Procedure1.6.1 Preliminary TasksBefore performing this Best Practice, ensure that you perform the following preliminary tasks or checks in thesystem: Complete all installation and post-installation actions and procedures including customizing Ensure that the initial download has been successfully executed Apply all SAP recommendations from SAP Service Sessions and any SAP recommendations resulting from customer problem messages Implement all current SAP Support Packages upon availability© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 4/84
    • Best PracticeManage Operations for SAP POS1.6.2 Monitoring ConceptsThe monitoring procedures proposed for each business process step are the core of this Best Practice. Themonitoring procedures help you to ensure that the technical processes meet the requirements for stability,performance and completeness. These procedures cover monitoring for the five areas: Error monitoring Performance monitoring Throughput monitoring Backlog monitoring Data Consistency MonitoringFor each of the business process steps you will find the following information: A detailed functional description of the process step Identified monitoring requirements for the process step Defined monitoring objects, alerts and selection criteria Description of error handling procedures and restartability© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 5/84
    • Best PracticeManage Operations for SAP POS2 Business Process Monitoring for POS Integration Using SAP POS and SAP for RetailThis document describes the process flows and monitoring requirements and possibilities for SAP POS 2.1and SAP POS 2.2. Deviations in these versions are indicated in the corresponding chapters.2.1 Business Process: POS OutboundFigure 1: Outbound process flowFiles sent from ECC such as item files, price changes, promotions, employee files, configuration changes,etc. flow into PI where they are transformed before sending to the File Transfer Server (FTS). Once at theFTS the files are scheduled and sent to the Store Server. The Store Server in turn applies the files to thedatabase and these files then become available to the POS suite of applications. If there are problems withthe outbound flow of information, some symptoms that become apparent in the store may include inability toscan items, incorrect prices or promotions on items, or improper configuration. Monitoring of a variety ofareas is very important to ensuring a smooth flow of data.2.1.1 Business process P01: ECC generates the master data IDocs and sends them to PI2.1.1.1 DescriptionThe monitoring processes for ECC is documented in a separate publication “Manage Operations for SAP forRetail – POS Download” available under http://service.sap.com/solutionmanagerbp© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 6/84
    • Best PracticeManage Operations for SAP POS2.1.2 Business process P02: PI receives ingoing messages for transmission to the FTS2.1.2.1 DescriptionOnce PI has received the ingoing messages, the messages are mapped and transferred to the receivercommunication channel. The following message types (interface names) can be used in this scenario: Assortment lists: Material data (Rel. 99A): (WBBDLD.WBBDLD03, 05) POS interface: Download material group master (WPDWGR.WPDWGR01) POS outbound: bonus buy conditions (WPDBBY.WPDBBY01) Physical inventory (WVINVE.WVINVE03) Download special offer discounts (WPDREB.WPDREB01)The interface names can be used to restrict to relevant messages in the PI monitors2.1.2.2 Monitoring requirementsError monitoringThe status of the PI messages can be can be monitored in transaction SXMB_MONI in the ABAP stack or theRuntime Workbench on Java. Additionally, the file adapter placing the files should be monitored with theruntime workbench. The monitoring is critical as untreated messages or unsuccessful messages will result inmissing data at the registers. In order to automate monitoring of the messages, a message based alertingwith SAP Solution Manager can be set up. Also for the adapter framework alerts can be configured which canthen be integrated in a Solution Manager BPMon. Please see the Interface Monitoring Setup Guide availableunder http://service.sap.com/bpm for details.Performance monitoringAll messages need to be processed usually in a timely manner in order to update the information in the POSsystem as soon as possible. The message processing runtime can be monitored using SAP SolutionManager.2.1.2.3 Monitoring objectsMonitoring Selection Criteria Alert Analysis Tool on MonitoringObject Satellite System Frequency / Data CollectionMessage status Interfaces: Messages in SXMB_MONI in PI or Frequently error Runtime Workbench during WBBDLD.WBBDLD03, 05 processing WPDWGR.WPDWGR01 WPDBBY.WPDBBY01 WVINVE.WVINVE03 WPDREB.WPDREB01© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 7/84
    • Best PracticeManage Operations for SAP POSMonitoring Selection Criteria Alert Analysis Tool on MonitoringObject Satellite System Frequency / Data CollectionFile Adapter File Adapter Adapter Runtime Workbench -Status shows error > Component Monitoring -> Adapter Engine -> Communication Channel MonitoringTable 1: POS outbound process P02 – Monitoring objects2.1.3 Business process P03: FTS receives data and transfers to the store server at a scheduled delivery time2.1.3.1 DescriptionPI will place files on the FTS in a predefined folder (typically SAPOUTBOUND). From this folder the FTS willdeploy files to all appropriate store servers (Xpress Server)2.1.3.2 Monitoring requirementsE-mail alertsIt is recommended that all nightly scheduled transfer activity be reviewed the following morning to ensuretransfer completeness. The FTS has built-in email alert functionality that allows for instant notification ofdelivery failure to a store.File transfer (plan) reviewOn a daily basis the nightly file transfer plans should be reviewed for failures. Plans are scheduled lists oftasks that are executed locally on the FTS or remotely on the store server. Most plans are configured/setupwith failure email alerts so that appropriate support personnel can be notified.At the file transfer console, the following screen shows recent plan activity and whether or not any errorsoccurred during the processing of a plan.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 8/84
    • Best PracticeManage Operations for SAP POSFigure 2: View recent plan activity© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 9/84
    • Best PracticeManage Operations for SAP POSTo view details of any plan, note the instance ID from the summary results screen and enter it as searchcriteria under History/Audit Trail.Figure 3: View details of a plan2.1.3.3 Monitoring objects for FTS receiving data and sending to storeMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemFTS List of recipients are Email Email Alert Automatic alerts when defined message problem occursFTS Date/Time/Plan Reported on Plan Activity At user’s discretion but Name/Status console recommended dailyFTS Date/Time/Instance Reported on Audit Trail for At user’s discretion but id/Plan/FileSet/Node console selected plans recommended dailyTable 2: POS outbound process P03 – Monitoring objects© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 10/84
    • Best PracticeManage Operations for SAP POS2.1.4 Business process P04: Data is received at the Xpress Server from the FTS and processed for distribution to the POS terminals2.1.4.1 DescriptionThe Xpress Server receives a variety of files from external sources via FTS. Information is sent, usually on ascheduled basis, regarding items, pricing and promotions, employees, and merchandise hierarchies.Configuration parameters for new POS functionality are also sent from head office. Responses for credit,debit, gift card and other online authorizations are passed through Transnet (CEFT) to the store server. Whilethe data has been sent from the CEFT server to the store, there are possibilities that the in-store XpressServer or the POS terminals never received it. There are several ways to determine whether or not the datawas received and distributed to the POS terminals.If the POS has not received the files that it requires or if the files are of an incorrect format, then the POS willnotify the user with an error message that reports which file is wrong. The Xpress Server has the task ofapplying the files to the SQL database and the POS. The success or failure of the apply process on the POSis recorded in the TLOG as a Miscellaneous record as well as in the Server’s Apply log.2.1.4.2 Monitoring requirementsTLOG records for monitoringWhenever files are applied on the server, the summary outcome of the apply is written into the TLOG. Thebinary TLOG files are stored on the rdata/sdata folders of the Xpress Server/POS directories. A utility calledCVTLOG can be used to decrypt the contents.When an ASCII record fails to convert to binary successfully or when the binary record could not be loadedinto the binary file or into its corresponding SQL table, a TLOG record is added that appears like the samplesbelow. Miscellaneous record type=52 and type=53 (to SQL) are used to record the error. Errors of this typetypically only happen in the first few weeks to the fist few months of implementation or the implementation ofthis file.Other fields to note in the TLOG for the apply records: Field Description MiscType (field 14) 52 (apply app file) or 53 (apply direct to SQL) Amount Field (field 163) Apply record count Additional Info (field 23) Apply file name Start/Stop Flag (field 24) 1 = start 0 = stopTable 3: Fields to note in the TLOG© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 11/84
    • Best PracticeManage Operations for SAP POSSamples of TLOG records showing files that failed to apply (the format and content of a record can be foundin the Technical Reference Guide):M 00001p5000000000000090210090711004600010002101M 00001p5000000000000090210090711004600010002101530 00000004 00000000000 VENDOR.ASC00000M 00001p5000000000000090210090711004700010002101530 00000000 00000000000 LANGUAGE.ASC10000M 00001p5000000000000090210090711004800010002101530 00000004 00000000000 LANGUAGE.ASC00000M 00001p5000000000000090210090711004900010002101530 00000000 00000000000 PARMVAL.ASC10000M 00001p5000000000000090210090711005000010002101530 00000040 00000000000 PARMVAL.ASC00000M 00001p5000000000000090210090711005100010002101530 00000000 00000000000 PARMFMT.ASC10000M 00001p5000000000000090210090711005200010002101530 00000042 00000000000 PARMFMT.ASC00000M 00001p5000000000000090210090711005300010002101520 00000000 00000000000 disctxn.asc10000M 00001p5000000000000090210090713005400010002101520 00000073 00000000000 disctxn.asc00000M 00001p5000000000000090210090713005500010002101520 00000000 00000000000 taxtable.asc10000M 00001p5000000000000090210090713005600010002101520 00000016 00000000000 taxtable.asc00000M 00001p5000000000000090210090713005700010002101520 00000000 00000000000 postxn.asc10000M 00001p5000000000000090210090713005800010002101520 00000011 00000000000 postxn.asc00000Figure 4: Samples of TLOG recordsAt http://help.sap.com/saphelp_pos21/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htm,you can find the SAP POS 2.1 technical reference guide. Go to Technical Product Reference TLOG DataCapture Formats.Go to http://help.sap.com/saphelp_pos22/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htm,for SAP POS 2.2: Technical Product Reference TLOG Data Capture Formats.Apply log monitoringThe outcome of apply process is also written the apply log (named apply.log) which is located the programfolder of the Xpress Server (…Xpress Server ) and register (..Point of Sale )The format of the apply logs is as follows:Field Name Position Description ValuesTime Stamp 1 - 16 This field will indicate the date and time the Example: record has failed to apply. Aug 18 15:18:48:File Name 17 – 31 This field will contain the name of the plutxn.asc, xreftxn.asc, download file that has generated an error. suppattr.asc, suppdata.ascKey Word 33 – 42 This field will contain the word FAULTLINE# “FAULTLINE#”. This will indicate that the current LOG line contains detailed logging information.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 12/84
    • Best PracticeManage Operations for SAP POSField Name Position Description ValuesLine Number 44 – 52 This field will contain the actual line 1 to 999999999 number (within the apply file) that has failed to apply.Action Code 54 – 55 This field will contain the Action Code 1, 2, 3, 99 “Add/Modify/Delete” that has failed.PLU Number 57 – 76 This field will contain the PLU number (if PLU Number – If Present (or) present in the download file record and Blank readable by Xpress Server)Line Data 78 – 137 This field will contain the first 60 characters of the download file line that has failed to applyTable 4: Format of apply logsA record is added to the apply logs when an ASCII record fails to convert to binary successfully or when thebinary record could not be loaded into the binary file or into SQL tables. The same limit used for logging theseerrors to the TLOG is used here.Records are added when parameter files are copied to POS.Summary: Xpress Server’s apply (log) messages are written to the Server’s APPLY.LOG file Backup Server’s apply (log) messages are written to the Backup Server’s APPLY.LOG file. Backup server applies will not show in the primary server’s log file Log messages generated at the registers are written to the Server’s APPLY.LOGExample of an apply log with POS apply messages included: Mar 24 09:58:21:plutxn.asc 27928 bytes 129 records applied on Server Mar 24 09:59:52:plutxn.asc 27961 bytes 129 records applied on Server Mar 24 10:45:54:plutxn.asc 27728 bytes 128 records applied on Server Mar 24 11:19:28:plutxn.asc 27728 bytes 128 records applied on Server Mar 24 11:36:00:plutxn.asc 27524 bytes 127 records applied on Server Mar 24 11:54:01:plutxn.asc 27525 bytes 127 records applied on Server Mar 24 14:50:37:plutxn.asc 370 bytes 5 records applied on Reg# 1 Mar 24 14:50:37:plutxn.asc 370 bytes 5 records applied on Reg# 1 Mar 24 14:50:37:plutxn.asc 69 bytes 2 records applied on Reg# 1 Mar 24 14:50:37:postxn.asc 148 bytes 11 records applied on Reg# 1 Mar 24 14:50:37:negtxn.asc 117 bytes 8 records applied on Reg# 1 Mar 24 14:50:37:dept.asc 5363 bytes 33 records applied on Reg# 1 Mar 24 14:50:37:group.asc 291 bytes 14 records applied on Reg# 1 Mar 24 14:50:37:category.asc 110 bytes 6 records applied on Reg# 1 Mar 24 14:50:37:mixmatch.asc 1770 bytes 11 records applied on Reg# 1 Mar 24 14:50:37:taxtable.asc 2956 bytes 16 records applied on Reg# 1 Mar 24 14:50:37:rcptlogo.asc 170 bytes 1 records applied on Reg# 1 Mar 24 14:50:37:custdisp.asc 159 bytes 1 records applied on Reg# 1 Mar 24 14:50:37:coupon.asc 4272 bytes 96 records applied on Reg# 1 Mar 24 14:51:42:plutxn.asc 27933 bytes 129 records applied on Reg# 1 Mar 24 14:51:42:plutxn.asc 208 bytes 1 records applied on Reg# 1 Mar 24 14:51:42:plutxn.asc 207 bytes 1 records applied on Reg# 1 Mar 24 14:51:42:promotxn.asc 97 bytes 1 records applied on Reg# 1© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 13/84
    • Best PracticeManage Operations for SAP POS Mar 24 14:51:42:promotxn.asc 97 bytes 1 records applied on Reg# 1 Mar 24 14:51:42:promotxn.asc 97 bytes 1 records applied on Reg# 1 Mar 24 14:51:42:postxn.asc 148 bytes 11 records applied on Reg# 1 Mar 24 14:51:42:negtxn.asc 117 bytes 8 records applied on Reg# 1 Mar 24 14:51:43:dept.asc 5363 bytes 33 records applied on Reg# 1 Mar 24 14:51:43:group.asc 291 bytes 14 records applied on Reg# 1 Mar 24 14:51:43:category.asc 110 bytes 6 records applied on Reg# 1 Mar 24 14:51:43:mixmatch.asc 1770 bytes 11 records applied on Reg# 1 Mar 24 14:51:43:taxtable.asc 2956 bytes 16 records applied on Reg# 1 Mar 24 14:51:43:rcptlogo.asc 170 bytes 1 records applied on Reg# 1 Mar 24 14:51:43:custdisp.asc 159 bytes 1 records applied on Reg# 1 Mar 25 13:31:44:plutxn.asc 27933 bytes 129 records applied on Server Mar 25 13:31:44:plutxn2.asc 1629 bytes 0 records applied on Server Mar 25 13:31:46:xreftxn.asc 2858 bytes 73 records applied on Server Mar 25 13:31:46:mixmatch.asc 1770 bytes 11 records applied on Server Mar 25 13:31:50:pricetxn.asc 695 bytes 11 records applied on Server Mar 25 13:31:51:linktxn.asc 253 bytes 4 records applied on Server Mar 25 13:31:52:category.asc 86 bytes 6 records applied on Server Mar 25 13:31:52:group.asc 235 bytes 14 records applied on Server Mar 26 15:27:16:plutxn.asc FAULTLINE# 3 2 0622401 2,0622401,,4445,GINGER ALE IS THE GREATEST, DRINK ON THE P Mar 26 15:27:16:plutxn.asc 27994 bytes 128 records applied on ServerFigure 5: Example of an apply logNote that the “RECORD:“ lines above will actually be on the same line as the “FAIL” line above it. They onlyappear here on a separate line to make the example more readable.An apply file is and ASCII TEXT document that is comma delimited. Each line is a record. Each Record isterminated by a Carriage Return or a Carriage Return and line Feed. Either is acceptable.Being a comma-delimited file, the most prevalent reasons that apply problems occur is that the files do notmatch the required format for that file. For example, commas in a description field or incorrect usage ofquotes meaning that a quote is opened but not closed. Once corrected and the file needs to be re-sent to thestore, the apply should work. All ASCII Fields should be protected with a double quote. For example a pludescription that contains a comma will be separated into two fields and throw all the remaining field in thatrecord off. Also because of this you cannot use the double quote to denote inches. If a double quote isopened and not closed the POS Suite cannot know where the description ends. Some choose to put indouble quotes. Others filter the text to only allow a-z and A-Z and 1-9.To address this problem in the short term open the file in a text editor and examine the format closely. Findthe issue(s) and fix it. Long term solution involves fixing the system that generates the apply files in the firstplace.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 14/84
    • Best PracticeManage Operations for SAP POS2.1.4.3 Monitoring objects for Xpress Server receiving data and distributing to POS registersMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemXpress Server / Store number, Miscellaneou TLOG DailyBackup Server terminal number, s records of date, time type 52 and 53Xpress Server / Store number, FAULTLINE# Apply.log Daily or as required byBackup Server terminal number, error situation at POS date, timePOS Registers File name and Error Call First Level Situational record length message on Support displayTable 5: POS outbound process P04 – Monitoring objects2.1.5 Business process P05: The POS receives configuration information from the server2.1.5.1 DescriptionThe Xpress Server sends information to the registers as they need it. For example, if new parameters havebeen sent from head office, they may need to be applied immediately at the registers to affect the POSfunctionality (menu options, screen display, receipt printer behavior). Once a “newparm.trg” file exists in the…Parm folder, the parameters get applied.The server also sends the business date for the store. The registers need to synch up with the server for thedate to be common across all registers.The POS sends requests to the Server for example PLU lookups and EFT requests. The server receivesthese requests and either looks up the information locally (for requests like PLU) remotely for EFT.Overall, if the back office database is not running, then the Store Manager applications will not work. ThePOS will continue to function but resort to Department Entry.2.1.5.2 Monitoring requirementsDetermine if the Xpress Server application is runningThe Xpress Server application and its activity are monitored via the Xpress Server Console. At the bottom ofthe Console there is a connection box that shows the number of registers currently connected.The User can see if the server application is running or not using this Console. If not, the application can berestarted at the Console by pressing the <Start Server> button. If the server application does not start usingthis function, the User should contact the appropriate help desk support services to investigate the failure.If the Server is not running properly, there are usually errors reported in the log window (xps.log). This logfile is a low level log file for the Xpress Server application. It is found in Xpress Serverxps.log. This is a© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 15/84
    • Best PracticeManage Operations for SAP POSprogramming log file for activity at the Xpress Server. This log file is what is seen in the log window of theXpress Server Console. Any errors that occur at the Server would be reported here.The <LSN REPORT> and <STATUS REPORT> buttons on the Console can be used to identify technicalproblems. LSN Report shows all underlying connections from application clients. Status Report shows therunning detail of store like Business Date, License Information, Database status, Store Status (Open/Closed),Registers connected.Exception and event logs to assist in diagnosing problems in the POS application are found in the followinglocations: 1) Point of Salexcpt.log and event.log 2)Xpress Serverxcpt.log and event.logTroubleshooting using SAP POS logs Log File Name Log File Location Description of Contents Xps.log C:Program FilesSAPRetail Contains Xpress Server specific details. Information SystemsXpress Server such as EFT connectivity status/details, database connectivity are written to this file. Crsrv.log C:Program FilesSAPRetail Contains EFT specific information. SystemsXpress Server Xcpt.log C:Program FilesSAPRetail Contains software exceptions that are caught and SystemsXpress Server logged by Xpress Server. Apply.log C:Program FilesSAPRetail Contains information concerning ASCII download file SystemsXpress Server applies.Table 6: Troubleshooting using SAP POS logsIf the primary server is offline and the system is configured to use a backup server, that Backup Server isdesigned to perform these three mission critical functions only: Price Lookup Backup connection for Credit Authorization Data Redundancy of Tlogs and Journal fileThe backup server is not a redundant backup system and the store cannot be Opened or Closed while theStore Server is offline. Registers concurrently trickle their completed transactions to the backup server andthe primary server. In the event of failure of the primary server and sales data is required by some hostsystem (before repairs to the primary server can be completed) the backup server can be polled to retrievethe required data.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 16/84
    • Best PracticeManage Operations for SAP POSRemote monitoring of Xpress ServerThe Xpress Server can be remotely monitored through scripting of TELNET functionality. The Xpress Server,if running, will answer across port 2202 when accessed via TELNET. Commands available are: MONXPS [ON|OFF] SHOWTERM|TERMINAL-STATUS] [ALL|Term#] MONTERM|MONITOR-TERMINAL] [ALL|XPS|Term#] [START|STOP|ON|OFF] OPEN-TERMINAL [ALL|Term#] OPEN-STORE [TODAY|NumberOfSecsSinceJan1-1970] CLOSE-TERMINAL [ALL|Term#] [FORCE|NO-FORCE|ABORT] CREDIT-LOGGING [ON|OFF]You can monitor the receipt window of the POS from Store Manager as well. Open the store Manager and login. Then Select the “Administration” Icon from the main menu. Then select the Store Administration iconfrom the Administration window. You will see the following window:Figure 6: Store administrationSelect the checkbox of the register that you would like to monitor then select the Monitor Terminals button.The following will appear:© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 17/84
    • Best PracticeManage Operations for SAP POSFigure 7: Monitor terminalsAs the cashier rings in items you will see what ever appears on the receipt window of the POS. Click exitwhen you are done monitoring.For reasons of support or training it is recommended that some form of remote software be installed on theXpress Server and POS Terminals. Packages include Windows Remote Desktop, PC Anywhere, Net Viewer,VNC, Or whatever package your company deems fit.Determine server problems from store manager applicationThe Store Manager application can identify potential problems with the Xpress Server.Once launched, at the bottom of the application screen, there are two status flags: Database Connected andServer Connected. If the indicator light is green for both, the connections are fine; if one or both lights are red,connection(s) have failed. If the server connection indicator is red, it is possible that the Xpress Server has stoppedand been restarted. If the Xpress Server was restarted, then the Store Manager application has become detachedfrom the Server. The following screenshot illustrates a where to re-attach the connection between the Server andthe Store Manager:© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 18/84
    • Best PracticeManage Operations for SAP POSFigure 8: Re-attach the connection between the server and the Store ManagerOnce the Store Manager application is attached to the server, the Connected checkbox is selected and theversion information is displayed as seen in the screenshot below:© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 19/84
    • Best PracticeManage Operations for SAP POSFigure 9: Server connectionSome log files are viewable from the Store Manager application. These include the Apply.log which is the logfile for base parameter applies, as well as the xcpt.log and the event.log. To access these go to Main Menu-> Administration Menu -> Log File.Viewing log files from the Store Manager applicationYou can view and search through the contents of three log files. Log files allow stores to view and act upondownloaded files during the polling process. xcpt.log -This log file contains information on errors or general exceptions that have occurred within the application. It is mainly intended for debugging purposes. event.log - This log file is also intended mainly for debugging purposes. It contains information on various events occurring within the application or between the application and the server. apply.log -The apply file log contains operational information from files such as the PLU, xref, and promo files. It also logs information which you can view on purchase orders, receiving documents, inventory adjustments, physical inventory and store transfers. See Appendix B for a list of the apply files and their descriptions.To view the contents of a log file: On the Main Menu, click Administration. Click Log Files. Click the Log File drop-down list. A list of the three log files appears. Click a file. The contents of the log file appear in the window. Once you have opened a log file, you can search through its contents for a text string.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 20/84
    • Best PracticeManage Operations for SAP POSTo search a log file: In the Search field, type a text string. Click <Go>. Store Manager searches through the log file for a match. When all the matching information is found, the first piece of it is displayed in the window. If available, to display the next piece of matching information, click <Next>.Store Manager includes two windows that provide you with information for troubleshooting your POS system.They are: Server State Information window Server Message Log windowNote: You cannot edit the information in these windows.To open the Server State Information window: On the Main Menu, click Server State. The Server State Information window displays the Store Information and the Server Connection information.To open the Server Log window: On the Server State Information window, click Setup Log. You can view and/or save the log. Click the View Log check box to display the Server Log window. Click the Save Log check box to save the log file. Click OK.Viewing Configurator parameters from the Store Manager applicationHead office uses the Configurator to tailor the POS Xpress application to meet specific requirements and todownload changes to the server in the stores. The information that head office downloads to a store is storedas records in tables. It is used by both the Store Manager and the POS Xpress. The Store Managerapplication can be used to add information to tables at the store level.Although the Store Manager is a store level management tool and the Configurator is a head office tool, theycan both add or modify the information in some common tables. Since there is no notice to Head Office ofchanges that were made to the common tables using the Store Manager, it is very important that Head Officeclearly define the areas for which the store is responsible. To avoid entering conflicting information, the storeor Head Office should update the information in each table. Access to various Store Manager functions canbe restricted through User Authority Levels.Both, the Store Manager and the Configurator can update the following tables: Employee Category Group Department Tare weight ID/Code Vendor Store User flag PLU© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 21/84
    • Best PracticeManage Operations for SAP POS PLU cross reference Quantity and level pricing Link items Promotion TaxesHead Office must download three sets of parameters so that the Store Manager can function properly: Register parameters Tender parameters Layaway parametersFor information about downloading information from the Configurator, refer to the Store Configurator UserGuide.Use http://help.sap.com/saphelp_pos21/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htmfor SAP POS 2.1 and go to Head Office Functions Store ConfiguratorUse http://help.sap.com/saphelp_pos22/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htmFor SAP POS 2.2.You can view information about the status of the three mandatory sets of parameters in the ConfiguratorParameters window. This window also displays information about other parameters that are downloaded fromthe Configurator. You cannot edit the information in the window.To access the Configurator Parameters window: On the Main Menu, click Parameters Setup. The Parameters Setup Menu window appears. Click Configurator Parameters. The Configurator Parameters window appears.Additional tipTo help determine what files have been recently changed, check the date and time of the files within theParm directory on the Server or on the POS. Sort by date and the most recent files will appear at the top orbottom of the list.Paths for the Parm folders, presuming a default installation: …Program FilesSAPRetail SystemsXpress ServerParm …Program FilesSAPRetail SystemsPoint of SaleParmPARMDUMP utilityThis utility converts PARM files into ASCII so that the configuration settings can be viewed as they were set inthe Configurator application. This utility is handy when trying to determine if the correct parameter set wasdownloaded or applied. The PARMDUMP utility can be run from the Server and from the POS directories: C:Program FilesSAPRetail SystemsXpress Server C:Program FilesSAPRetail SystemsPoint of SaleUsage: parmdump [flags] parmfileExample: parmdump regparm.reg© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 22/84
    • Best PracticeManage Operations for SAP POSWhere parmfile is one or more of the following parameter files: license.lic regparm.reg ptdparm.lwp custparm.cdp rcptlogo.rcp custdisp.cus ndc.ndc employee.emp chkdgt.cdv choice.lst coupon.cpn discount.dsc firstten.ftn license.srv menus.mnu mgrcode.mgr modem.mdm modemcfg.cmd nabanco.nab nonmerch.non policy.pol profile.inq prtlines.lpr regreprt.rrt remtecom.rcm tarewght.tar taxtable.tax tender.tdr udtxn.udt dept.dpt rndrules.rnd custmenu.cmnSee Appendix A – SAP POS Parameter Files for a list of parameter files and their descriptions. Flags Explanation -D directory Specifies a parameter directory other than parm -L LogFile Retains output in a log file -A Dumps all parm files -P[n] Pauses every ‘n’ lines -U Suppress parm file headerTable 7: Flags© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 23/84
    • Best PracticeManage Operations for SAP POSOnce it is determined that incorrect parameters or incorrect files were sent, then corrections to the files mustbe made and then resent to the store or stores.2.1.5.3 Monitoring objects for POS receiving data and applying itMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemPOS Registers N/A Error Call First Level Situational message or Support unexpected behavior of the applicationXpress Server - C:Program Store issue Store Support Store Support shouldXps.log FilesSAPRetail on POS calls SAP capture log as soon as SystemsXpress Support problem is identified Server - Most recent logXpress Server / Store C:Program Store issue Store Support Store Support shouldManager Application: FilesSAPRetail on POS calls SAP capture log as soon asCrsrv.log SystemsXpress Support problem is identified Server - Most recent logXpress Server / Store C:Program Store issue Store Support Store Support shouldManager Application - FilesSAPRetail on POS calls SAP capture log as soon asXcpt.log SystemsXpress Support problem is identified Server - Most recent logXpress Server / Store C:Program Store issue Store Support Store Support shouldManager Application - FilesSAPRetail on POS calls SAP capture log as soon asApply.log SystemsXpress Support problem is identified Server - Most recent logTable 8: POS outbound process P05 – Monitoring objects© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 24/84
    • Best PracticeManage Operations for SAP POS2.2 Business Processes within SAP POSFigure 10: POS in-store process flowThis chart shows the flow of data from stores to The Head Office. From the registers Transaction logs andJournal files trickle as transactions are finalized. The Server will then post the tlogs in the database forreporting purposes. As well the tlogs are made available to CEFT to trickle them to the Head Office wherethey are in turn posted through RI to the SAP for Retail product suit. Files can also be pulled from the XpressServer for nightly processing as well.Also EFT (Credit, Gift Card, etc) transactions flow from the POS to the Xpress Server then onto CEFT forprocessing.2.2.1 Store level processesAfter having imported the master data from SAP for Retail, the data can be used within the SAP POSsolution.2.2.1.1 DescriptionWhile there are many issues related to the transmission of data in and out of the store, there are also issuesthat can occur during the day-to-day operations of the store that can affect the completeness or quality of thedata used and produced at POS.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 25/84
    • Best PracticeManage Operations for SAP POSAt the in-store level, the following common processes can be carried out: Regular Sales Consumer Specific Sales Tendering Cash Management Reporting on in-store activitiesIt is vital that all these processes can be carried out at all times during the business day.When problems occur in an environment that is running SAP POS, which has numerous interconnectedapplications, it is important to start looking at the issue in a holistic way. It helps to try to identify whetheranything has changed on the system. Have there been any parm (parameter file) changes? Are all of the services that should be running actually running? When the system booted, were any error messages received? Has the operating system been changed in any way (system updates, antivirus updates, etc.)? Has the application’s installation been changed in any way (patches, etc.)?Once the general area of the problem has been identified, for example no connectivity to a register, start withthe basics. Is the network cable connected to the register? Is the register correctly defined in Manager Code 6? Can the register be pinged from the Xpress Server system?If able to be connected to the system that is experiencing the problem, operating system tools that may be ofuse include: Task Manager – Accessed by pressing Ctrl+Shift+Esc, or by right-clicking on the taskbar. Shows what processes are running on the system, provides ability to monitor the current performance of the system. Event Viewer – Accessed by navigating to Start>Run>eventvwr. Provides view of the operating system event logs. Services – Accessed by navigating to Start>Run>services.msc. Provides view of the services that are currently installed on a system, and their current status. Usage of the command prompt can also be helpful to investigate issues. The ping command when used with the –t flag (continuous) can be used to identify latency on the network: ping <IP Address> -t The netstat command can be used to identify the systems current TCP/IP connections. Running the command: netstat –anp tcp 5 will display only the current TCP/IP connections and will refresh the list every 5 seconds. This is helpful in working with issues involving network connectivity between two systems.2.2.1.2 Monitoring requirementsThere are a few critical areas within the store where specific troubleshooting techniques are applied toalleviate performance issues. These issues include: credit offline, problems with encryption, database issues,and synchronization of the applications. As well, there is a tool called AppSight that can assist in monitoringand troubleshooting problems with the POS applications© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 26/84
    • Best PracticeManage Operations for SAP POS2.2.1.2.1 Credit offline issuesAssuming that the pinpads or signature capture devices are connected and functional, there are severalreasons why credit or debit may fail to authorize. The cashier is notified through the POS if the Credit Serviceis offline and may be asked to perform the authentication manually based on the Configuration. The store’s network may be failing. Follow normal procedures for checking the status of the store’s network. Store may not be able to reach the CEFT Server. A required service may not be running or may need to be restarted due to an earlier communication issue. See below for steps to restart the services. There may be a credit.saf preventing further credit or debit processing. See below for steps to troubleshoot a credit.saf file.Stopping and Restarting Credit Services:If you are able to connect to a store that cannot process debit or credit transactions, try to ping the serviceprovider (e.g. CEFT Message Server) from a command prompt. If the service provider CEFT Server can bepinged, try stopping and restarting the following Services in the sequence below: Shutting down – - Express Server application - Transnet - NTM Java Client - NFM Client Service Restarting: - NFM Client Service - NTM Java Client - Xpress Server application - TransnetNote: The TPS Java Command Service is not required to be running or even present at store level.Credit.SAFIf a current credit.saf file is present in the “Xpress Serversdata” folder, the contents should be viewed shortlyafter restarting credit services and the Xpress Server, to confirm that the records were processed.SAFUTIL.exe is the utility to view the contents of the file. The Xpress Server must be in a stopped statebefore using the SAFUTIL. In some cases, a Return with Receipt via Returns Authorization will fail to processif a credit.saf is present.When running SAFUTIL, the following flags are available for use:Usage safutil [flags] SAF FilenameFlags V: To view the contents of SAF file D YYMMDD: Process up to and including records with date ‘YYMMDD’ L LogFile: To retain output in a log file P[n]: To pause every ‘n’ lines R start end: Start processing from ‘start’ record to ‘end’ record© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 27/84
    • Best PracticeManage Operations for SAP POS S OnOff: To set processed flag 1=On, 0=Off (-S 1 or – S 0) X ExportFile: To export SAF records to a comma delimited file I ImportFile: To import comma delimited file to SAF file C CreditService: Import SAF records for this Credit Service NumberNotes: The following special keys are available when the display is paused: q – quit program c – switch to continuous outputReturns error levels: =0 if no warnings >0 if any warningKeep in mind the utility can be both Retailer and / or Software Build specific, so care must be taken to use thecorrect version of this utility.When looking at the credit.saf, it can be seen which records failed to process, at what time and on whichregister. Until those records are processed, the transactions which follow will also fail to process as will anynew credit / debit transactions from this register. The data in the records may be corrupt or missinginformation such as the credit card number and will be marked as “Unprocessed”.The records in question then need to be processed, albeit as “Declined.” Since declined is a valid message,these records will now be ignored by the system and any remaining records will be available to be processed.From the command prompt, type the following: Safutil –r x y – s1 credit saf *where x = the first record and y = the last record.This will mark records x and y as “Declined.” The credit.saf can then be placed back in the sdata folder andthe Xpress Server can be restarted.Note: the timeliness of correcting the credit.saf is critical since the consumer may be double charged or notcharged at all for their transaction. Processing should typically occur within two days of the event.If the export flag is used, the contents of credit.saf are put in a comma delimited file and a program such asExcel can be used to easily edit / repair it. The resulting file can be imported back into a new credit.saf file.Troubleshooting Credit.saf issuesThe flow chart below describes typical decision patterns for troubleshooting issues with credit connectivityand credit.saf..© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 28/84
    • Best PracticeManage Operations for SAP POSFigure 11: Typical decision patterns for troubleshootingLogs to help diagnose integrated credit issuesThe suppport should check the credit log files at store and at CEFT server. These are low level log files thatlog credit transactions to an external service: 1) Point of Salecrsrv.log (Register PC) 2) Xpress Servercrsrv.log (POS Server PC) 3) TransnetLogslog.txt (CEFT Server PC)The purpose of these log files is to log credit, debit and some transnet messages for debug purposes. Creditor Transnet communication errors would be reported here.2.2.1.2.2 Encryption issuesIn SAP POS, any sensitive information such as customer information, passwords, credit card relatedinformation can be encrypted. Data inside the database, binary files, log files and receipts are eitherencrypted or masked. If a key or key container for encryption becomes corrupt, then the POS will not be ableto read encrypted data from the Xpress Server and the Xpress Server will not be able to read encrypted datafrom the database or binary files locally on its hard disk. Errors will appear in the xps.log on the XpressServer.One of three error messages will be logged in the xps.log:© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 29/84
    • Best PracticeManage Operations for SAP POS1) Encryption not enabled. IE: Encryption key is not defined in Configurator “WARNING: ### ENCRYPTION IS DISABLED (EMPTY KEY TOKEN) ###”Encryption is disabled as there is no configuration file to tell the application which key to use. To fix this senddown the correct configuration file.2) Encryption token key configured through Configurator could not be found. "ERROR: ### ENCRYPTION KEY TOKEN IS NOT FOUND (Key token: <encryption key token>)###”This error is displayed when the configured key is not present in the Key container. Perhaps the key is corruptas well. To fix this either send down a different key from the configurator or add the correct key into the keycontainer.3) Encryption token enabled as configured through Configurator “Multi-Key Encryption Enabled (Key token: <encryption key token>)”This is a confirmation that encryption is enabled and functioning.On the POS register, the following message will be displayed if the configured encryption token is not found:“ENCRYPTION KEY TOKEN IS NOT FOUND”This is a signal to the cashier that he/she should reach out to their help desk. Encryption is not working on thatregister.For a full overview of the security related processes see the “Security Guide - SAP Transactionware GM xx.x”.The Security Guide (TGM 10.1) for SAP POS 2.1 is available at https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000401180 Industry Security Guides SAPTransactionware GM: Security GuideFor SAP POS 2.2, go to Components at https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000708894&_SCENARIO=01100035870000000202& andchoose SAP Transactionware GMThere are four areas for encryption issues Compromised Key, Compromised Container/keystore, CorruptKey, Corrupt Container/Keystore.Compromised secret keyA secret key may be deemed compromised if the unencrypted key is displayed or exported by any operator,the encrypted secret key is accessed by an unauthorized operator, or personal information is known to havebeen used for unauthorized purposes. If a secret key is compromised, the sensitive data that has beenencrypted by the compromised key must be re-encrypted using a new key. Process for replacing acompromised key and re-encryption of existing data is described in detail in the “Security Guide – SAPTransactionware GM xx.x” located on the Support Portal. The POS suite has no way of knowing when a Keyhas been compromised. There is no Error Message possible. Example situations where a key may beconsidered to be compromised are: An entire register is stolen from a store. An image of a register is taken© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 30/84
    • Best PracticeManage Operations for SAP POS One of the Trusted Key Password holders has left the company Any security related issue related to a store or that storeCompromised container/keystoreA container/keystore may be deemed compromised if the unencrypted keys are displayed or exported by anyoperator, the container/keystore is accessed by an unauthorized operator, or personal information is known tohave been used for unauthorized purposes. If a container/keystore is compromised, the sensitive data thathas been encrypted by the keys in the container/keystore must be re-encrypted using a new key. Process forreplacing a compromised container/keystore and re-encryption of existing data is described in detail in the“Security Guide – SAP Transactionware GM xx.x” located on the Support Portal. The POS suite has no wayof knowing when a Key Container has been compromised. There is no Error Message possible. Examplesituations where a key may be considered to be compromised are: An entire register is stolen from a store. An image of a register is taken One of the Trusted Key Password holders has left the company Any security related issue related to a store or that storeCorrupt keyIt is possible that a secret key will become corrupt. If this occurs, then the secret key will not be accessible.This will prevent an application from encrypting new sensitive information or decrypting any data that haspreviously been encrypted. The offending key must be deleted and new key activated for use. Process forreplacing a corrupt secret key is described in detail in the “Security Guide – SAP Transactionware GM xx.x”located on the Support Portal.Corrupt container/keystoreIt is possible that a key store (or key container) will become corrupt. If this occurs, then the secret keys willnot be accessible. This will prevent an application from encrypting new sensitive information or decryptingany data that has previously been encrypted. The container/keystore must be deleted and new keys addedfor use. Process for replacing a corrupt container/keystore is described in detail in the “Security Guide – SAPTransactionware GM xx.x” located on the support portal.2.2.1.2.3 Database problemsIf the POS registers or Xpress Server has become slow at retrieving data, scanning an item does not retrievea price or reports that are run at Store Manager or POS are incorrect, the cause may be due to problemswithin the backoff.db. The backoff.db is the database that holds all of the data flow that occurs.Error messages regarding database problems are reported at the Xpress Server console and in the xps.logare similar to the following:“SQL ERROR in parameter @adt_datetime of statement BOSDB_INSERT_TXN_HEADER, Cant convert0xfe000003 to timestamp”Such errors need to be usually need to be investigated by SAP Support.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 31/84
    • Best PracticeManage Operations for SAP POSTroubleshooting SAP POS using MS SQL Utilities (MS SQL 2005)These are general MS SQL trouble shooting procedures. If a store database is having troubles follow thesesteps before calling SAP support. Scenario 1: Investigate the contents of a particular database. To view data within Xpress Server’s backoff database: - Navigate to Start>Programs>Microsoft SQL Server 2005>SQL Server Management Studio - Log in using the administrator password - On the left-hand side pane, expand Databases - Expand the database name of the one to be viewed - Expand Tables - Right-click on the table name and select ‘Open Table’ Scenario 2: Bad data integrity of databases is sometimes the cause of incorrect reports, slow data retrieval to the Xpress Server/POS terminals. Validate the database structure is correct using DBCC: - In SQL Server Management Studio, select ‘New Query’ - In the Query Window, type ‘dbcc checkdb’, and click on Query>Execute - Once the query is complete, the bottom pane of the window will display the information as it relates to the check - The eodproc process can be set up to run a database check, trap errors from the process and use the FTS to send an email alert to appropriate support staff Scenario 3: Determine what is occurring to the database when certain actions are being performed. - Navigate to Start>Programs>Microsoft SQL Server 2005>Performance Tools>SQL Server Profiler - Navigate to File>New Trace - Log into Profiler using the database’s ‘sa’ password - Click on Run - Perform the action that is to be traced - Once complete, stop or pause the trace, or save the trace as a file.2.2.1.2.4 Stopping and starting the applicationsStopping and restarting a single application such as POS may resolve a problem such as slow performance.However, if stopping and restarting a single application that is experiencing problems does not resolve thatapplication’s issue, then stopping and restarting all applications can be tried to resolve the problem. Whenthis approach is selected, the sequence in which stopping and restarting occurs must be followed so thateach application in the suite reconnects correctly with other related applications. Note that it is rare that allPOS registers would need to be shut down at the same time.Assuming all applications are running, following is the sequence in which they should be stopped. Therestarting of the applications would occur in the reverse order indicated below.In-store applications Sequence Application Description 1 SAP Store Manager The Store Manager application runs after the back office database Application and Xpress Server application are running. This application will not run if the database is not running. Several© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 32/84
    • Best PracticeManage Operations for SAP POS functions will not run if the Xpress Server is not running. If the Xpress Server is stopped while this application is still running, this application can be re-connected using the Main Menu/Server State/Attach function. Otherwise, this application needs to be stopped and restarted. 2 SAP POS Client POS can be stopped by running Manager Code 499 – Exit POS. Each register can be restarted at any time. The register uses the Xpress Server to provide information. The POS cannot receive information from the Xpress Server unless the Xpress Server is running. POS can be restarted using the desktop icon or by using the Start menu. 3 SAP Xpress Server The server is normally configured as a Windows service and can be stopped or started automatically or by using administrative tools for Windows. The Xpress Server application can also be stopped by using the Xpress Server Console application as well as subsequently be re-started in the same way. The Console application can be run from the desktop or from the Windows start menu. Closing the Console application does not stop the Xpress Server from running. Although this application is generally run before the register application, it does not have to be. 4 Back Office Database The back office database can either be Sybase or Microsoft SQL. Standard database processes apply. The back office database must be running for Xpress Server or Store Manager application to work.Table 9: In-store applications2.2.1.2.5 Monitoring and troubleshooting the applications via AppSightSince version 2.2, SAP POS setup includes AppSight Service Black Box optional installation.AppSight is a third party monitoring tool used to troubleshoot generic Windows applications.How AppSight worksAppSight has two main parts. The first one monitors all or particular applications running on a PC, recordingall the details into a log file (*.asl), including screen shots, user input, program stack and other technicalinformation which usually helps to pin down a problem. You can install the recording part either as a regularapplication or as a service. To make the recording efficient and capture only required application(s) activity,special recording profiles are used (*.rpr).The second part is a playback application which allows developers to playback the log file offline from the livesystem and see all the details, internal variables and state of the program right before the critical error. Inaddition to the log file debug files like *.pdb and *.map are usually required to obtain detailed information onan application’s internals. AppSight playback application requires additional license but is typically used onlyby SAP Support team.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 33/84
    • Best PracticeManage Operations for SAP POSAppSight installation along with SAP POSSAP POS suite installs only AppSight Service Black Box – an AppSight Windows service which does notrequire additional license. Its installation can be found on the SAP POS setup CD. Once installed, the serviceis configured to be launched manually which ensures that it wont be running all the time degrading systemperformance or bringing unnecessary overhead that is not immediately required. SAP POS also installsrecording profiles and helper batch files used for starting and stopping the service.For more information on AppSight Service Black Box installation along with SAP POS, seehttp://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000720437&_SCENARIO=01100035870000000202& for the SAP POS Installation Guide for SAP POS 2.1 and https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000708894&_SCENARIO=01100035870000000202& forSAP POS 2.2. Go to Components, choose SAP Transactionware GM.AppSight Typical Use Case ScenarioThe following scenario illustrates how AppSight may be used to troubleshoot a problem: The SAP POS application is installed on a target PC along with AppSight Service Black Box. The application is used on a daily basis while the service is stopped by default. At some point a user notices a critical error in the application performing a particular operation, and contacts the SAP support team. The support team uses the appropriate batch file to start the service with the corresponding recording profile. The support team advises the user to reproduce the issue or to continue normal operation until the error occurs again. When the problem occurs again, the user contacts the support team. The support team stops the service using the batch file SAP provides, and collects the recording log file for further investigation along with additional binary and debug files of the application in question. The SAP customer representative uses the SAP SAPmats service to transfer any large log files.Starting and Stopping of the AppSight serviceAlong with each SAP POS application installed, there is a shared component installed which includes SAPPOS specific recording profiles as well as start and stop batch files.AppSight SAP POS specific files are installed to a fixed location: %ProgramFiles%SAPRetailSystemsAppSight.There are subfolders: Bin – contains StartAppSight*** batch files and util subfolder. Logs – recording log files folder; where *.asl files are kept. RPR – AppSight profiles folder with *.rpr filesWe do not recommend starting AppSight Service Black Box directly from Control Panel. Instead, use thebatch files from the Bin folder. This ensures that the service is started with the appropriate recording profileand the log file named appropriately is stored in the Log folder so it can be easily located. The Bin folderlocation is added to the PATH environment variable so the batch files can be called from any location(including Run... box and command line windows).The SAP support representative may advise on what batch file to use for each particular case.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 34/84
    • Best PracticeManage Operations for SAP POSUse the StopAppSight batch file to stop the service and finalize the recording. (Batch files can be started byname with or without specifying the .bat extension).The following table provides information on the batch files for AppSight.Batch file name Profile used and Applications Created Log file prefix monitoredStartAppSight_POSGeneric POSGeneric.rpr POSGeneric bkoff.exe journal.exe posw.exe xps.exeStartAppSight_POSStoreAdministration POSStoreAdministration.rpr POSStoreAdministration bkoff.exe journal.exe xpsctrl.exeStartAppSight_POSStoreConfigurator POSStoreConfigurator.rpr POSStoreConfigurator poscfgw.exeStartAppSight_POSStoreOperations POSStoreOperations.rpr POSStoreOperations transnet.exe xps.exeStartAppSight_POSTerminal POSTerminal.rpr POSTerminal alg.exe posw.exe TrvLPoints.exeStopAppSight - just stops the serviceTable 10: Batch files for AppSightLog files naming conventionRecording *.rpr log files are named as follows: <ProfilePrefix>_<computername>_<date>_<time>_SEQ<sequencenumber>.aslwhere: <ProfilePrefix> - is a prefix defined by profile used (see table above) <computername> - PC name the service is running on <date> - service launch date in format DDMMYY <time> - service launch time in format HHMMSS <sequencenumber> - is a number of the log file in the rotation sequence.Important: There is a mechanism to rotate log files. A maximum of 10 files are kept in a shared sequenceproduced from all profiles. A recording log file is overwritten once it becomes the 11th in the sequence of logfiles created on a given PC. If you need to keep previous version of the log files, please rename them beforestarting the service.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 35/84
    • Best PracticeManage Operations for SAP POSStarting the AppSight service remotelyTo start the service remotely, use the sc utility. You need to specify the full path to a profile to be used, and toan output recording log file on the target PC as shown in the following example:sc computername start bbxservice /rpr "C:ProgramFilesAppsightDataRPRSAPPOS.rpr" /asl "C:ProgramFilesAppsightLogsPOSRecording.asl"where: bbxservice – AppSight Black Box service name in the system. computername - is target PC name /rpr <path> - a switch and path to a profile to be used by the service /asl <path> - a switch and path to a log file to be createdUse quotes for long path names as shown in the example.Stopping the AppSight service remotely sc computername stop bbxserviceSending log files to SAP SupportOnce an issue is reproduced, stop AppSight service using StopAppSight. Locate the appropriate recordinglog file in %ProgramFiles%SAPRetail SystemsAppSightLogs folder. For information on how to useSAPmats to transfer large files to SAP support team, see SAP Note 1146680. In addition to .asl files, thesupport team may ask you to provide additional files like .map or .pdb for specific .dll and .exe files.AppSight service best practicesWhen the service is running to monitor application crash, make sure users do not press RESET button on thePC once the issue encountered. The service has to be stopped first, that will allow dumping all recordedinformation into the log file safely.Beware that if AppSight service is running to monitor an issue on a PC and a user reboots the PC, the servicehas to be started again manually.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 36/84
    • Best PracticeManage Operations for SAP POS2.2.2 Monitoring objects for SAP POS within the storeMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemCredit Services Error message at Store users First Level Situational POS during EFT notice that Support will transaction credit and stop and start debit all services transactions are not getting approved at POSCredit.saf Error message at Store users First Level Situational POS during EFT notice that Support will credit and investigate Manual correction of a transaction credit.saf should occur within debit transactions 2 days of the event or as are not getting mandated by the credit approved at service POSCredit Logs: Error message at Store users First Level Situational POS during EFT notice that Support willPoint of Salecrsrv.log credit and retrieve logs from transactionXpress Servercrsrv.log debit POS Registers, transactionsTransnetLogslog.txt are not getting Xpress Server, approved at and Transnet POS Server and pass onto SAP SupportEncryption key and key N/A Data has been Xps.log Situationalcontainers accessed by an unauthorized user or keys are corruptBackoff.db database Production Slow retrieval Head Office Situational backoff.db of data or Database incorrect administrator SQL reports and Server SQL errors in Management the xps.log Studio and the xps.logXpress Server Generic profiles are N/A AppSight utility on Situational – Support would available and can be Xpress Server, collect log files as requiredConfigurator configured for Configurator,POS registers specific needs Transnet and onTransnet Server POS registersTable 11: Store level processes – Monitoring objects© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 37/84
    • Best PracticeManage Operations for SAP POS2.3 Business Process: POS InboundFigure 12: POS Inbound process flowReal Time Trickle is the process used to pass, in near real-time, transactions occurring at the POS to thehead office system(s). Once the POS finalizes a Transaction the TLOG and Journal file are sent to theXpress Server. Then the TLOG files are converted on the Xpress Server to an ASCII / XML format. TheseXML TLOG files are picked up by the CEFT Client’s trickle service where they are transmitted to the HeadOffice systems for processing. The head office systems include POS DM via PI and Returns AuthorizationServer (RA) if available.2.3.1 Business Process P01: Transaction completes, POS writes locally and moves data to Xpress Server2.3.1.1 DescriptionOnce a POS transaction has been completed the POS will write the details to local files (rdatald.txn andrdatald.jrn). Xpress Server will, during idle cycles, request completed transactions from POS terminals.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 38/84
    • Best PracticeManage Operations for SAP POS2.3.1.2 Monitoring requirementsMost of the data generated in a store comes from the POS. The data flows from the POS register to theXpress Server. If the register is non functional, if the POS application is non functional or improperlyconfigured or if the connection between the server and the POS is severed then transactions may not bemoved to the Xpress Server. In addition, if POS cannot write a transaction, the system will stop and displayan error to the cashier.Business date issues can lead to accounting problems and so these need to be minimized. Rebuilding localPOS files is needed when the TLOG at the register is corrupted or lost.2.3.1.2.1 No DB at POSWhen no DB appears at POS, this is an indication that the connection between POS and the Xpress Serverhas been severed. This could be due to POS or Server hardware problems, network or Windowsconfiguration, or to problems with the POS configuration. First it must be verified that the primary server isonline. Hardware, network and Windows problems need to be reported to First Level support for resolution.To troubleshoot POS configuration, run Manager Code 6 – Terminal Define at the POS and review theparameters defined based on the script for that particular implementation.Throughout the day both the LD.TXN (Tlog) and the LD.JRN (Electronic Journal) are trickled to the server. This process is initiated by the server when it has idle processor cycles. The server pulls these files from the …Rdata directory on the registers. The trickle process only stops if the server is busy performing another task. Credit requests, Report generation and terminal close procedures are some things that may stop the trickle process for brief periods of time. The Xpress Server window can be monitored for possible errors. When the server receives TXN and JRN files, they are written to the server’s …Sdata directory. The information in the Tlog is also posted to the SQL database on the server.On the Point of Sale client application, there is a status window that normally appears blank. A short code “NoDB” will appear if there is an error. Since the POS’s user interface is highly customizable, the location of thestatus window may vary.While the user may not notice the actual no DB status, the performance of the system will be indicative of noconnection to the database. The No DB error code shows in the status window if the register is offline to theXpress Server. The server or the network could be having problems. In the case of No DB, the LD.txn filesare not trickling to the backoff.db database and, along with LD.jrn, the files are not posting to the sdatadirectory. Therefore, the following symptoms may appear: PLU lookup is not possible (unless the Local PLU is configured) Online credit auth is not possible The terminal cannot be closed Store Manager reports for that terminal and consolidated store reports will be inaccurate The TLOG for that terminal as well as the consolidated store TLOG will be incorrectFunctions that may assist in diagnosing the problem: Manager code 6: Terminal Define - configures essential data for the setup and functionality of the POS registers© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 39/84
    • Best PracticeManage Operations for SAP POS Manager code 900: Runs peripheral diagnostics. The tests available include a scanner test, auto PLU test and disk size test. - Disk Size: Provide the current disk size settings contained in memory. - Diagnostic Report: Show the current peripheral settings for the POS. - Scanner Test: Test the scanner connected to the terminal. - Keyboard Test: Test the keyboard. - Auto PLU Test: Test the performance of Price Look Up. - Software Version: Provide the version of POS Xpress software that you are using. - MSR Test: Test the magnetic strip reader. - Printer Test: Test the printers. - Cash Drawer: Test the cash drawer. - Read Micr Test: Test the micr reader. Manager code 999: Shows the current version and build#.Manager Codes allow the user to quickly access a particular transaction without going through the menuoptions. Access Rights to Manager Codes can be configured through the Configurator. For exampleEmployees with a Security Level below 3 may not access certain Manager Codes.Exception and event logs to assist in diagnosing problems in the POS application are found in the followinglocations: 1) Point of Salexcpt.log and event.log 2)Xpress Serverxcpt.log and event.log2.3.1.2.2 Business date problemsThe business date is unseen by Managers, Cashiers and Customers. This date only applies to reporting. It isthe system date that is visible on the screen, receipts, etc.The most typical scenario of business date conflict is closing of the store and missing a register that is offline.When the store re-opens and the register connects, it will have the previous business date. The POS willwarn of the conflict and appropriate action for resolution will be required. The actions could be to close theregister or reset the business date. Action is dependant on host system data processing requirements.The Manager Codes to run at POS to resolve business date issues are: Manager Code 426 - Change Business Date can be used to change the Business date on a terminal at any time. Manager Code 424 - Needs to be run if a terminal did not close the evening before. Not closing a terminal will result in a Business Date Conflict.2.3.1.2.3 Rebuild local filesWhen running POS terminals configured to use local PLU, it is recommended to regularly rebuild the files,e.g. on a weekly basis. The frequency of the rebuild depends upon how often the pricing files are updated.This helps ensure the registers are as current as possible with pricing.A file containing the exact content of each of the following tables is created by selecting them in the Local FileRebuild maintenance window: PLU PLU Cross Reference Qty Level Pricing© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 40/84
    • Best PracticeManage Operations for SAP POS Link Items Promotions DepartmentsRegularly scheduled rebuilds are configured in the Configurator. Consult the Configurator User Guide formore information.Note: A parameter download will not occur during a rebuild.To perform a local file rebuild: On the Main Menu, click Administration. Click Local File Rebuild. On the Local File Rebuild window, click the check boxes beside the files that you want to rebuild. Click Start.Note: The Abort button is active only when a rebuild is in progress. You must click the Abort button to stop theregularly scheduled rebuild in order to perform an immediate rebuild in the Store Manager.To abort the rebuild process of each file, click the Abort button on the Rebuilding Local File pop-up windowthat shows the name of the file being rebuilt and the progress of the rebuild.To confirm the abort request, click Yes, or click No to cancel the request and continue the rebuild process.When the local file rebuild is complete the files are saved in the xpstxnsave directory.2.3.1.3 Monitoring objects for SAP POS writing data locally and sending information to the serverMonitoring Object Selection Criteria Alert Analysis Tool on Monitoring Satellite System Frequency / Data CollectionPOS application Are PLU lookups No DB at POS POS application Situationalfunctionality functional terminal investigated by First Level SupportXpress server N/A No DB at POS Xpress Server Situationalservice started terminal investigated by First Level SupportPOS application Define Terminal - No DB at POS POS application Situationalconfiguration Manager Code 6 terminalMissing TLOGs at Local PLU rebuild POS may stop POS application and SituationalPOS responding CVTLOG utilityMessage at POS Reset Business Date – Message POS application Situationalterminal Manager Code 424 appears at POS terminal – Business data mismatchTable 12: POS inbound process P01 – Monitoring objects© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 41/84
    • Best PracticeManage Operations for SAP POS2.3.2 Business process P02: Send data from Xpress Server to CEFT server2.3.2.1 DescriptionThe Xpress Server will receive and write the details to files locally (sdataSSSSRR00.txn andsdataSSSSRR00.jrn), post details to the local database and create the TLOG trickle files The Xpress Serverwill take the TLOG trickle files and push them (oldest first) as messages to the CEFT Message Server. Oncetransferred successfully, the trickle files are removed from system.2.3.2.2 Monitoring requirementsXpress ServerXPS: ..sdataSSSSRRss.txn, where SSSS is store number, RR is the POS terminal numberand ss is a sequence number. Sequence number of 00 indicates current register file that will correspond withthe ld.txn file at the pos.Additionally, we can examine the txn_POS_Transactions table in the backoff database and look up thehighest value of txnnum for a given storenum and regnum. This should be in very close agreement with themost recent transaction number actually executed at the given POS.The typical staging directory for trickled TLOGs on the Xpress Server is in the TRICKLE on the root drive. Abuild-up of *.TRX files in this directory is indicative of an issue trickling to the CEFT Messaging Server. Thereshould typically be, at most, two or three. TRX files present in this directory. As they get handed off to theTransnet Messaging Server, Xpress ServerXPS deletes them from this directory.Suggested troubleshooting processIf we have reason to believe that PI is not receiving a timely feed of transaction data (TLOGs) from one ormore POS terminals, then the direction of investigation is determined by how many POS terminals we believewe are not seeing timely data from:Missing data from ALL POS terminals in the chainThe issue is most likely not at store-level, between all the POS terminals and their Xpress Servers. Make sureboth services (NTM Manager and Transnet) are running on the Transnet Messaging Server. Examine thelogs on the Transnet Messaging Server to see if there is anything out-of-place. The Transnet service logsmessages and errors to Transnetstdout.txt, Transnetstderr.txt and Transnetlogslog.txt. Any errors relatedto the NTM Manager can be found by executing the ntmfmt command from within the Transnettpsntmdirectory.Missing data from all the POS terminals at one storeThe issue most likely resides with either the Xpress Server at that one store, or with store-to-corporatecommunications. If the Xpress Server service is running, check the XPS.LOG file on the in-store server forissues related to the TLOG trickle. If the Transnet Messaging Server can be pinged from the in-store server,then check the Transnet client logs (Transnetstdout.txt, Transnetstderr.txt and Transnetlogslog.txt.) and theNTM Java Client logs (TransnetjtmtlogsNtmClientEvent.log). Make sure both the Transnet service and theNTM Java Client service are running.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 42/84
    • Best PracticeManage Operations for SAP POSOn the Transnet Message Server console the Client Monitor will display the connectivity of the NTM JavaClients for the entire chain of stores by IP address. The indicators on the monitor represent the following: Green: connected store Blue: connected but idle store Red: store not connectedThis is a screenshot of the Client Monitor:Figure 13: Client MonitorMissing data from one POS terminal at one storeWhen running reports at the server or when trying to balance cashiers at the end of day, data from oneterminal may not be included. As well, when trying to close the store, the system will report on any registerthat was opened but has not closed. In order to check differences, the LOG files on the missing POS terminalcan be verified and compared to the Xpress Server. The issue most likely resides with the communicationbetween the POS terminal and the Xpress Server at that store. There may be corruption in the TXN file in theXpress Server’s sdata directory on the in-store server. Check for connectivity between the POS and theXpress Server by trying to ping the POS from the Xpress Server. If that is successful, then delete the TXN filefrom the Xpress Server and the POS should try to re-trickle all that day’s transactions back to the XpressServer again. See section 2.3.1.2 regarding No DB and connectivity issues.2.3.2.3 Monitoring objects for sending data from Xpress Server to CEFTMonitoring Object Selection Alert Analysis Tool on Monitoring Frequency / Criteria Satellite System Data CollectionLog files on Transnet N/A N/A Transnetstdout.txt SituationalMessaging Server Transnetstderr.txt Transnetlogslog.txt© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 43/84
    • Best PracticeManage Operations for SAP POSMonitoring Object Selection Alert Analysis Tool on Monitoring Frequency / Criteria Satellite System Data CollectionC:Trickle *.trx files N/A Client Monitor on Situational Transnet Message ServerTransnet client None Color indicators Client Monitor DailyconnectivityTable 13: POS inbound process P02 – Monitoring objects2.3.3 Business process P03: Send data from CEFT message server to PI and RA2.3.3.1 DescriptionThe CEFT Message Server will receive the message, interpret, decrypt and pass to PI/XI through an httpadapter. PI/XI will transform the data and move it to POSDM. The CEFT Message Server will also pass datato RA through a Transnet adapter2.3.3.2 Monitoring requirements CPU Utilization: To receive optimal performance from the CEFT Server, ensure CPU utilization does not exceed 80% for sustained periods of time. Configuration is available to send an email alert message when a threshold level is met. Memory Utilization: To receive optimal performance from the CEFT Server, ensure memory utilization does not exceed 60% for sustained periods of time. Configuration is available to send an email alert message when a threshold level is met. Disk Space Utilization: To receive optimal performance from CEFT Server, ensure disk space utilization does not exceed 85%. This is not necessarily a CEFT Server requirement but is recommended on all Windows Servers. NTM Manager Service: This service controls the management interface for CEFT Server and should be monitored to ensure it is always running. Note: A General Rule of thumb is two threads for every store connected to the CEFT Server systems and that no more than 650 stores should be connected simultaneously to any single CEFT Server. *Applies to version 3.0.0.8 of NTM Server which is part of the CEFT Message Server software suite. (versions 1.5, 1.6, 1.7 and 1.8) Recent history of serious issues with client connectivity or other NTM Manager woes can be viewed by executing the “NTMFMT” and “NTMFMTD” commands from within the TPSNTM directory on the CEFT Server. The useful parameters for these commands are as follows: - -s... Severity code. Optional. Enter the lowest message severity code which will be displayed. Messages which have a severity code lower than this value will not be displayed. Messages which have a severity code greater than or equal to this value will be displayed. The default value is zero, to display all severity codes. The severity codes are: 0=informational, 4=warning, 8=error - -c Display prior copy of log file. Use this option when log files have been continued. - -a Display all copies of log files. Use this option when log files have been continued. - -p... Use to specify path to log file otherwise it will look in the NTM logs directory. - -b... Use to specify beginning date/time for log entries. Format: -bYYYYMMDDHHMMSS - -B... Use to specify beginning date/time for log entries in UTC format. Format: -B#© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 44/84
    • Best PracticeManage Operations for SAP POS - -e... Use to specify ending date/time for log entries. Format: -eYYYYMMDDHHMMSS - -E... Use to specify ending date/time for log entries in UTC format. Format: -E# - -T... Use to specify (in seconds) amount of time of log entries to tail. - -t... = Program type code. Optional. The default is to display messages from all program types. Enter one of the following values to only display messages from the specified program type: 1=Transaction Processor 2=Client Server 3=Client 4=Client API 5=Broadcast Daemon 6=Connection Server 7=Program Manager 8=GUI 9=Log Daemon 10=Director - -n... = Program instance name. Optional. Enter a program instance name to only display messages from the specified program instance. The name can end with an * to display messages from program instance names which start with the specified name prefix. The default is to display messages from all program names. - -v Display verbose information. Apache Service: This service controls the web interface for CEFT Server and should be monitored to ensure it is always running. TPS Command Service: A server-side network service program use by multiple Components of the File Transfer or Centralize EFT systems. Its main function is to handle requests for configuration, analysis, and system control from any JAVA-based screens on the network, forwarding them to the appropriate programs. This daemon must be working to use the CEFT Server JAVA Graphical User Interface (GUI). NTM Log Daemon: Is responsible for buffering event and diagnostic log statements from all Centralized EFT server-side programs Transnet Service: This service controls a portion of the CEFT Server messaging layer. It specifically processes and routes messages to appropriate processors. Messages include EFT (Credit, Debit, Stored Value), Loyalty, Product Return validation and TLOG Trickle. No more than 1800 threads should be running at any time in this service. TCP Port 8400: This is the port that Transnet Service listens on for incoming messages to route. CEFT Server Memory Usage: To receive optimal performance from the CEFT Server, ensure memory utilization does not exceed 80% of its configured value established at startup. CEFT Server Thread Meter: To receive optimal performance from the CEFT Server, ensure thread count does not exceed 3 times the total number of store servers. SQL Service: This service controls the MS SQL database and should be monitored to ensure it is always running. SQL Agent: This service controls the MS SQL job and scheduling engine and should be monitored to ensure it is always running. SQL Port 1433: This is the port that MS SQL listens on and should be monitored as it is useful in determining SQL availability. Default port is 1433 and this is configurable at time on SQL installation. SQL Maintenance: The database is set, in its configuration, as “Simple” by default. This means the log file will remain relatively small and pose no growth issues on the hard drive. It is recommended that periodic backups be performed and these will need to be scheduled during periods of network inactivity.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 45/84
    • Best PracticeManage Operations for SAP POS The application requires manual intervention to periodically purge the “meter table”. Purge is documented in the CEFT User Guide. - This guide is accessible in POS 2.1 under http://help.sap.com/saphelp_pos21/helpdata/en/5a/70efcec69e4a67a1bfbdedc690a2a5/frameset.htm - For SAP POS 2.2 under http://help.sap.com/saphelp_pos22/helpdata/en/5a/70efcec69e4a67a1bfbdedc690a2a5/frameset.htm2.3.3.3 Monitoring Objects for sending data from CEFT Message Server to PI and RAMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemCPU Utilization N/A System Windows Constant ConfigurableMemory UtilizationDisk Space UtilizationCEFT Memory UsageNTM Manager Service N/A System Windows Constant ConfigurableApache ServiceTPS CommandServiceTransnet ServiceNTM Log DaemonSQL ServiceTCP Port 8400 N/A System Windows Constant ConfigurableSQL Port 1433CEFT Server Thread N/A System Windows ConstantMeter ConfigurableTable 14: POS inbound process P03 – Monitoring objects2.3.4 Business process P04: Send data from FTS to PI and RA via nightly batch2.3.4.1 DescriptionOnce the sales day has been completed at the store, a two-step process to close out the business day isexecute. First the registers are closed and then the store is closed. During the second step to close out thestore, the Xpress Server will create consolidated totals files (by store, by register and by cashier) for thestore. Subsequently, the files are picked up by the FTS.2.3.4.2 Monitoring Points: Close RegisterA close register process is initiated on the POS and it will push any remaining transactional data andconsolidated totals to the Xpress Server.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 46/84
    • Best PracticeManage Operations for SAP POS2.3.4.2.1 Posting totalsBackground informationAs transactions are completed at the POS, they are written in binary format to Point of Salerdatald.txn. Thisfile is known as the ‘tlog’ (transaction log). A second file, Point of Salerdatald.jrn, is also written to in ASCIIformat and this file is known as the ‘journal file’.As transactions are completed, the information is updated in the register daily total files (rd.* files) that arelocated in the Point of Salerdata folder. Register Daily Filename Description Rd.cto Cashier totals Rd.dep Deposit summary Rd.dit Discount totals Rd.dsm Department summary Rd.spd Salesperson Productivity Rd.tms Timed Sales Rd. tot Sales totalsTable 15: Register daily total filesEach register’s ld.txn and ld.jrn files are incrementally copied to the Xpress Serversdata directory on theprimary Xpress Server. This process is performed throughout the sales day during a process called ‘trickling’.Trickling is a low level file transfer mechanism that copies file packets at the transport layer. This process isscheduled by the Xpress Server to take place during idle periods.Each register has its ld.txn and ld.jrn files trickled to the primary server.Naming convention of the tlog and journal files on the server is as follows: SSSSttnn.txn SSSSttnn.jrn - where SSSS is the 4 digit store number - where tt is the 2 digit register number - where nn is the 2 digit sequence numberThe Xpress Server’s xpssdata directory contains sd.* files (store daily files) that are generated based on thedata from the rd.* files (registers daily files).© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 47/84
    • Best PracticeManage Operations for SAP POSStore Daily Filename DescriptionSd.cds Cashier by departmentSd.cto Cashier totalsSd.dit Discount totalsSd.dsm Department summarySd.rto Totals by registerSd.smi SKU Movement – indexSd.smv SKU Movement – dataSd.spd Salesperson productivitySd.tms Timed salesSd.tot Store Daily totalsTable 16: Store daily filesPosting totals is the process of synchronizing the updating and finalization of register data to the server, andthe posting totals from finalized register data to the server’s total files.Posting totals occurs upon Register Close and Register Exit (Manager Code 499).A register is closed as a result of: Manager Code 249 – Close Terminal Manager Code 250 – Close Store POS Manager – Close RegisterWhen the register is closed, the following events occur automatically: Register reports print. Totals are posted and cleared from the register. Polling files are prepared.When the totals are posted, the server’s Xpress Serversdata .txn and .jrn files are updated. The registers rdtotal files, as well as the server’s sd total files are updated. Totals are posted to the database, and finally, newld.txn and ld.jrn files are generated.What causes posting totals errors?There are two main causes of posting totals errors: Network communications – problems that exist or existed during the operation. File corruption – result of network communication or HDD errors.When a register receives a Posting Totals error, you are given the option to retry. During this period, you canattempt to resolve whether the issue is being caused by one of the issues above.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 48/84
    • Best PracticeManage Operations for SAP POSNetwork Communications: In POS Manager, does the register show up under Monitor Terminals? Can you ping the register with no packet loss with large packets?Note: Let the ping test run for a few minutes to catch intermittent issues: From a command prompt, type ping<register’s IP> -l 1024 -tOnce the network issue has been resolved, the register should be able to post. Keep in mind that once anetwork issue has been resolved, a file corruption issue may have been created.Data Corruption: Corruption will happen in 1 of 4 locations: At the register in rdatald.* At the register in rdatard.* At the server in sdataSSSSttnn.* At the server in sdatasd.*How to resolve posting totals errorsCorruption most commonly occurs at the server in sdatasd*. In order to resolve ‘rd to sd consolidation’posting totals errors, do the following: Stop Xpress Server. From a command prompt, navigate to C:Program FilesSAPRetail SystemsXpress Serversdata Type ‘mkdir bkup’ <enter> Type ‘move sd.* bkup’ Start Xpress Server. Retry the terminal close.When the file corruption involves sdata*.txn files, do the following: Stop Xpress Server. From a command prompt, navigate to C:Program FilesSAPRetail SystemsXpress Serversdata Type ‘mkdir bkup’ <enter> Type ‘move SSSSttnn.txn bkup’ <enter>, where SSSSttnn.txn is the problem registers txn. Start Xpress Server. Close the problem register.Note: The first thing that a register will do upon close is to make sure that the txn file in Xpress Serversdatais in sync and up to date with its Point of Salerdatald.txn. If not, it will recreate the entire sdata*.txn file.When the file corruption involves rdatard.* files, do the following: At the POS, run manager code 418 (delete files). Select Delete rdata files. Select All files. Run manager code 422 (rebuilt terminal totals) or reboot the register. This will cause the files in rdata to be rebuilt from the *.txn files on the Server’s sdata directory.When the file corruption involves rdatald.txn, do the following: At the POS, run manager code 418 (delete files). Select ‘rdata files’. Select ‘Keep Files’ until you see ld.txn, and then select ‘delete’. Repeat for ld.jrn, then select done. Run manager code 422 to rebuild the totals.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 49/84
    • Best PracticeManage Operations for SAP POSTroubleshooting posting totals errorsError Codes take the format (Exxx/yy/zz) and occur from within the POS interface.For example: during close terminal, the error code (E100/0/6) indicates that the POS could not retrieverdata/rd*.* files on terminal because these files were not found. The “xxx” refers to Consolidation/Close Terminal/EOD Error Codes - These errors occur during report consolidation, close terminal or end of day. They are usually reported with a communications error code and file transfer error/status code. The “yy” refers to Communications Error Codes - These are used by the communications API to indicate errors that have occurred on the network. The “zz” refers to File Transfer Error/Status Codes - These are error codes or status messages which can occur during the file transfer process.Consolidation/close terminal/end of day error codes (Exxx) Error # Description 001 Not enough memory to for task for message status transmit 002 Error occurred when writing a miscellaneous transaction to TLOG. 100 Error retrieving all files matching rdata/rd*.* from terminal during terminal close process. 101 Could not fully trickle EJRN (electronic journal) from terminal during terminal close process 102 Could not fully trickle TLOG (transaction log) from terminal during terminal close process 103 One of rd.* (rd.tot, rd.cto, rd.spd, rd.tms, rd.dsm or rd.dit) from terminal not found in sdata directory for posting. 110 A consolidation of terminal totals (rd.*) into store consolidated totals (sd.*) has failed; all consolidated totals files have been rolled back to state before consolidation started. 111 Could not copy all of the current store consolidated totals files (sd.*) to sdata/rollback before posting terminal totals to these files. 200 Error copying existing store data to work file for data consolidation. 201 Error consolidating totals from a terminal into store totals. 202 Error sending final consolidated file to requesting register for totals consolidation request 300 Could not fully trickle TLOG from each open terminal on current day SMV database request 301 Could not generate SMV database extract for SMV database request. 302 Error sending final consolidated file to requesting register for SMV database request.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 50/84
    • Best PracticeManage Operations for SAP POS Error # Description 310 Could not fully trickle TLOG from each open terminal on current day CDSM (cashier/department-summary) database request 311 Could not generate CDSM database extract for CDSM database request. 312 Error sending final consolidated file to requesting register for CDSM database request.Table 17: Consolidation/close terminal/end of day error codesCommunications error codes (yy) Error # Description 0 No Error 1 Bad LSN (Logical Session Number) 2 LSN table is full 3 Session is closed 4 Invalid or missing phone number 5 Could not initialize port 6 Invalid Command 7 Session is busy 8 Message is too long 9 Port number is out of range 10 Port does not exist. 11 Port already open 12 Node segment error 13 Could not open the port 14 Could not initialize the modem 15 Could not build the send file list because the directory does not exist or out of memory 16 Error in packet transmission 17 File transmission error 18 Error in received file© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 51/84
    • Best PracticeManage Operations for SAP POS Error # Description 19 Reserved for future use 20 Insufficient disk space 21 Negative acknowledgment from receiver 22 File not sent; Receiver is too busy 23 Timeout after no receiver response 24 Could not erase file 25 No mail in mailbox 26 Received packets out of sequence 27 Directory for receiving files could not be created 28 Directory for receiving files is locked 29 Error sending receiving mailbox message 30 Message is in the mailbox 31 Process has been aborted by the system 32 Process has been aborted by user 33 Files received 34 Files sent 35 Invalid directory 36 Out of memory 37 Incomplete datagram 38 Carrier lost 39 Receiver acknowledged a request 40 Network not available (NetBIOS or TCP/IP is not installed; no response from LAN protocol stack) 41 Could not reset network adapter (No response from adapter) 42 Could not create network name (Name is already used - i.e. Duplicate terminal number) 44 Could not close NCB (Network Control Block)Table 18: Communications error codes© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 52/84
    • Best PracticeManage Operations for SAP POSFile transfer error/status codes (zz) Error # Description 0 No error 1 Invalid command 2 Disk problem/file copy error 3 File being actively sent 4 Zero length file (File send not required) 5 Existing file has identical time/date/size (File send not required) 6 File not found (Not sending file) 7 Network busy (Not sending file) 8 Ready to receive file 9 Network busy (Cannot receive file) 10 Out of disk space (Cannot receive file) 11 File not found (Cannot receive file)Table 19: File transfer error/status codesGeneral error/status codes (ZZ-2)These are general error codes or statuses which can occur during the consolidation process. Error # Description Programming Errors 100 Programming fault 101 Invalid parameter System Errors 102 Out of memory 103 Out of disk space 104 No floppy disk© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 53/84
    • Best PracticeManage Operations for SAP POS Error # Description 105 No directory 106 No communications connection File Oriented Errors 110 File not found 111 File not opened 112 File read error 113 File write error 114 File not writeable 115 File create error 116 File delete error 120 File not found 121 Record not found 122 Value out of range 123 Invalid data 124 Unrecognized type 125 Not configuredTable 20: General error/status codesScenario: Posting Totals Error E102/23/124 is generated Look up the ‘E102’ error (Exxx): - E102 – Could not fully trickle the Tlog from the terminal during terminal close process. Trickling is writing to the server, not reading from the register. Look up the ‘23’ error (yy) - 23 – Timeout after no receiver response Look up the ‘124’ error (zz) - 124 – Unrecognized file type2.3.4.2.2 File corruptionRebuilding the TLOG and journalOne of the key causes for End of Day difficulties is a corrupt TLOG or Journal on the server. To test forcorruption you would use the utility CVTLog. Once you discover the corrupted TLOG, you must rebuild it inthe following manner.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 54/84
    • Best PracticeManage Operations for SAP POS Click Stop Server on Xpress Server. Using Windows Explorer, navigate to the Xpress Serversdata directory. Locate the current day’s .txn (TLOG) and .jrn files for the troubled terminal(s). Copy and rename each of the files located in step 2. You may leave them in the same directory (sdata) as long as they are renamed. Delete the original files that were located in step 2. Restart the Xpress Server by clicking Start Server.Rebuilding the sdata directoryAnother possible cause of end of day problems is a corruption of files in the Xpress Serversdata directoryon the server. Your power may have failed in the middle of the day causing the files to be of a different size ortime than the source files from the register(s). If all else fails, an attempt may be made to restore the situationby rebuilding the entire sdata directory. Click Stop Server on Xpress Server. Using Windows Explorer, navigate to the Xpress Serversdata directory and copy the state.srv file into a temporary folder somewhere outside of the sdata directory. Delete all contents of the sdata directory. Paste the state.srv file back into the sdata directory.Restart the Xpress Server by clicking Start Server. Note that this procedure is relatively extreme measure.2.3.4.3 Monitoring Points: Close StoreA close store process is initiated to Store Server. Any registers still in an open state will be closed. All totalsfrom transactions performed on the registers will be consolidated for the business day. Consolidated files(and others depending on configuration) are created in the “Xpress ServerUpload” folder2.3.4.3.1 End of day (EOD) issuesTroubleshooting end of day data problemsThis section describes some common difficulties encountered during the EOD process, and instructions forcorrecting the difficulties.Most often, issues encountered when closing the store are issues that prevent a register or registers fromclosing.The issues that prevent a register from closing are primarily: Inability to post totals, due to hardware issues, or file corruption. Business Day conflicts Balancing the terminal if client has configured it as mandatory.The issues that can cause the store close to fail are primarily: Database corruption State.srv corruption Hardware failure© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 55/84
    • Best PracticeManage Operations for SAP POSThe EOD script is conventionally called “eodproc.bat”, but can be called anything. Whatever the file is calledthat executes the EOD batch script, it is specified in the Xpress Server controller property tab. This is alsowhere the log file is specified. Many EOD issues occur during the execution of client eodproc.bat scripts.When troubleshooting EOD issues, or verifying if EOD was completed successfully, there is only onemethodology that can be relied upon. This is to walk through the script and verify that each action wassuccessful. Once it’s been concluded that a step has failed, the problem can more easily be determined.Often the eodproc.log is helpful but cannot be relied upon by itself.2.3.4.4 Monitoring Points: FTSA job/plan to move data on the FTS is initiated to pull back the files from the “Xpress ServerUpload” folder.The data is then transformed into expected standard content output and presented for PI/XI pickup. Seesection NFM Server Service: This service controls the File Transfer process to/from stores and should be monitored to ensure it is always running. NFM Client Service: This service runs on the FTS at each store. It receives and transfers files between destinations and should be monitored to ensure it is always running. TCP Port 8008: This is the port that NFM Client listens on to process transfers and should be monitored as it is useful in determining system availability Daily Polling plan execution: At the CEFT Console at head office, review plan activity from previous night. Review summary results of plan execution by selecting Scheduling/Plan Activity from the FTS pull down menu.Figure 14: Select scheduling/plan activity© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 56/84
    • Best PracticeManage Operations for SAP POSTo view details of any plan, note the instance ID from the summary results screen and enter is as searchcriteria under History/Audit Trail.Figure 15: View details of any plan2.3.4.5 Monitoring objects for sending data from FTS to PI and RA via nightly batchMonitoring Object Selection Criteria Alert Analysis Tool onMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemPOS register N/A Error Dependant on Situational Exxx/yy/zz type of errorTLOG Terminal ID Error CVTLog.exe Situational Exxx/yy/zzXpress Serversdata N/A N/A N/A SituationaldirectoryEodproc.bat and N/A Data not N/A Situationaleodproc.log received at H.O.FTS List of recipients Email Email Alert Automatic alerts when are defined message problem occurs© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 57/84
    • Best PracticeManage Operations for SAP POSMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemFTS Date/Time/Plan Reported on Plan Activity At user’s discretion but Name/Status console recommended dailyFTS Date/Time/Instanc Reported on Audit Trail for At user’s discretion but e console selected plans recommended daily id/Plan/FileSet/No deTable 21: POS inbound process P04 – Monitoring objects2.3.5 Business process P05: Monitoring returns authorization and SAP POS2.3.5.1 System landscapeSAP Returns Authorization (SAP RA) is a centralized transactional service that authorizes item return andrefund transaction requested from the SAP Point of Sale (SAP POS). SAP RA is typically deployed at theretailer’s Head Office and provides service to SAP POS across all stores. SAP CEFT is required in order toconnect SAP RA and SAP POS. SAP RA is a Java EE application that is currently running on IBMWebSphere Application Server. The following diagram shows integration of all involved SAP components forreturns authorization.Figure 16: Integration of all involved SAP components for returns authorization© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 58/84
    • Best PracticeManage Operations for SAP POS2.3.5.2 Returns authorization system configuration Data mapping for application server to process POS trickled Tlogs CDL configuration to process end-of-day batch load Data mapping file for batch loading SKU descriptions (nice to have) Stores file (for RA reporting)2.3.5.3 Where to find returns authorization configurationData mapping for application server trickleload.jar at following locationTrickle process receives POS Tlog message from SAP EMT server and process this message; Loads thetransaction to Returns Authorization data base as they happen, normally within very short amount of time (2-3seconds). If SAP RA JMS have any issue or is not listening SAP EMT server can queue these POS Tlogmessages on SAP EMT server. And can process these messages when SAP RA comes on line.Data mapping for trickle can be found here:- “WAS_INSTALLED_DRIVEProgram FilesIBMWebSphereAppServerprofilesAppSrv01installedAppsw2003serverNode01CellReturnsAutho rization.ear” as shown belowFigure 17: Data mapping for trickle (1/2)Open trickle.jar with winzip or winrar and the file named as SAP_POS-trickle.xml is the data mapping fileused for trickle for your environment. As shown below.Note: Sometimes the name of the file is changed that can be found out from ERTrickle.properties the tagparserConfig=/SAP_POS-trickle.xml will define the name of the mapping file being used.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 59/84
    • Best PracticeManage Operations for SAP POSFigure 18: Data mapping for trickle (2/2)Data mapping for CDLCommon Data Loading is nightly batch loading process that runs in parallel to trickle process; It consolidatesthe Transaction Log.By default this component is installed at following location: “C:SAPReturnsAuthorizationDataloadSAP_POS”The default name of the data mapping file is “SAP_POS.xml” as shown belowFigure 19: Data mapping for CDL (1/2)© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 60/84
    • Best PracticeManage Operations for SAP POSOccasionally, this file name may be configured differently. Double-check in cdl.properties for the file’sParseTlog task as shown below.The detail of the tags for this configuration file can be found in Common Data Loading technical referenceguide. task.ParseTLog.class=com.triversity.cdl.tasks.ParseTask task.ParseTLog.sourcedir=C:/SAP/ReturnsAuthorization/Dataload/SAP_POS/tlog task.ParseTLog.sourceext=asc task.ParseTLog.targetdir=C:/SAP/ReturnsAuthorization/Dataload/SAP_POS/output task.ParseTLog.targetext=oh,oc,oi,ot,oti,oa,meta,rpt,op,ol,oid,oix task.ParseTLog.configfile=SAP_POS.xmlFigure 20: Data mapping for CDL (2/2)© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 61/84
    • Best PracticeManage Operations for SAP POS2.3.6 Restarting returns authorization2.3.6.1 Returns authorization applicationReturns Authorization Application is hosted on IBM WebSphere application server. Starting IBMWAS6Serviceon your node (as shown below) will start Returns Authorization.Figure 21: Start IBMWAS6ServiceThis service can also be stopped or started from link provided from: startprogramsIBMWebsphereAppllicatonServerNetwork..profilesAppSrv01Start the server startprogramsIBM WebsphereAppllicatonServerNetwork…profilesAppSrv01Stop the serverORFrom a command line using one of the following batch files as shown below "D:Program FilesIBMWebSphereAppServerprofilesAppSrv01binstopServer.bat" server1 "D:Program FilesIBMWebSphereAppServerprofilesAppSrv01binstartServer.bat" server1© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 62/84
    • Best PracticeManage Operations for SAP POS2.3.6.2 Starting batch data loadTLOG data from the stores needs to be loaded into RA on a daily basis. This is achieved either by trickle orby common data loading (CDL.) CDL is configured on the database’s server. The batch process for loadingPOS Tlog data, item SKU description and stores files can be started by running following batch file: C:SAPReturnsAuthorizationDataloadSAP_POSpipeline.batThe encrypted POS Tlogs needs to be copied to following folder in clear text: “C:SAPReturnsAuthorizationDataloadSAP_POSTlog”CDL concatenated individual store files to a file named as YYYYMMDD.asc and parses data to StandardTriversity Input File Format (STIFF)Windows scheduler is used to create a scheduled task to run this process daily.Figure 22: Start batch data load2.3.6.3 Starting the SAP RA Web portalLog on to a web browser and access the following URL: http://IP_ADRESS_OF_APPSERVER:9080/ExpressReturnsWeb/RefundLogin.jsp© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 63/84
    • Best PracticeManage Operations for SAP POS2.3.6.4 Resetting Web portal passwordIn case a user forgets their password, there is no direct way to reset password. The user has to access thedatabase and update following table with the string provided below to reset the password: Table name:USERSECURITY Field name:PWD Update value: KZ+YsYQaZdceoa4rnkDPmxws7so=The string defined above is hashed value for abcdef1. Any user whose password is reset to this value will beabcdef1.2.3.7 Returns authorization logs2.3.7.1 Returns authorization application logsReturns authorization application logs: “C:SAPReturnsAuthorizationlogs engine.log.0”The size and levels of logging can be changed based on following file and settings at WebSphere levellogging: “C:SAPReturnsAuthorizationlib authloggingExt.properties” - # Mapping JDK logging levels to log4j - # JDK level Log4j level - # ALL ALL - # FINE DEBUG - # INFO INFO - # WARNING WARN - # SEVERE ERROR ### main log file for TE - FileHandler.FH1.level=ALL - FileHandler.FH1.pattern=C:/SAP/ReturnsAuthorization/logs/engine.log - FileHandler.FH1.limit=10000000 - FileHandler.FH1.count=10 - FileHandler.FH1.formatter=com.triversity.tef.util.logging.formatters.TriversityFormatAlso the WebSphere logging will need to be changed accordingly as shown below:© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 64/84
    • Best PracticeManage Operations for SAP POSFigure 23: Change WebSphere loggingThese changes will take affect only after WebSphere restart.Note: Level ALL will give the full details of Trickle including any mapping and Authorization.Web Sphere Logs: WebSphere logs should also be checked in case there is any Application level Issues: “D:Program FilesIBMWebSphereAppServerprofilesAppSrv01logsserver1” - SystemErr.log - SystemOut.log2.3.7.2 Returns authorization trickle logsWhen using fail over application server for Returns Authorization; It is best practice to use the back upApplication server to trickle POS Tlogs.the The logging file “Engine.log.0” as defined above have the tricklelog.Note: SAP EMT Trickle APM does not support failover configuration. But it is best practice to configure SAPRA Backup application server as Trickle server; so that in normal conditions RA Primary Application serverprocess’s Refunds while RA Backup Server process’s POS Tlog trickle.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 65/84
    • Best PracticeManage Operations for SAP POS2.3.7.3 Returns authorization CDL logsReturns Authorization CDL Logs: Common data load can be found on database server at“C:SAPReturnsAuthorizationlogsLoadLog.txt.0”. The configuration for this logging is at“C:SAPReturnsAuthorizationlogsLogging.properties”. Full logging for data parser can be turned on bychanging Data mapping (SAP_POS.xml)’s following tag <Debug LogDebugInfo="yes"/>.Figure 24: Returns authorization CDL logs2.3.8 Troubleshooting returns authorization: Understanding POS error messagesPossible errors and what/where to look for more details.2.3.8.1 Auto approved refund at POSThere may be a multiple reasons for this message: Communication Failure between POS-Transnet-Returns Authorization because of any of following; - Physical connection problems between POS – TN - RA© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 66/84
    • Best PracticeManage Operations for SAP POS - Any change in TCP IP communications, DNS, IP addresses etc. - SAP EMT or SAP RA Services on POS and Transnet are stopped - IBM WebSphere Application server hosting Returns Authorization is running - From SAP RA web interface try using AdministrationPOS Simulator Encryption Key issues at Returns Authorization; - SAP POS sends a refund request for a manual refund by scanning or entering Items (the original transaction was not found) - POS may have different Encryption Key than RA - RA does not respond to SAP EMT and the request times out at POS as well as SAP EMT Look at the engine.log.x for following error message: 2009-04-08 15:36:55,547Z [ORB.thread.pool : 0] WARNING {com.triversity.expressReturns.authorization.AuthEngineBean} - RefundParseException occurred while parsing request: com.triversity.security.service.GeneralTWSecurityException: No valid key found: VR=2.5;KT=D2D3ADA1-7BA8-46C1-9C63- 4FDF915A0601;TT=00;TS=0001;TR=0001;TN=1501;RD=090408;RH=125541;CN=5555;EF=00 01010087;MT=00;MS=S;MN=cRxpEzAmSBk=;MQ=cRxpEzAmSBk=;OD=000000;OS=000;OR= 00;ON=0000;OZ=S;FI=00000000000000000000;IT=00;IS=2;IQ=00001000;IP=00000200;IU=000 : - Look at the logs on Transnet Server at following location “C:Program FilesSAPTransnetlogs log.txt” and if the error looks like ;--- “ java.rmi.ServerException: RemoteException occurred in server thread; nested exception is:java.rmi.RemoteException: ; nested exception is:java.lang.NullPointerExceptionatcom.sun.corba.se.internal.iiop.ShutdownUtilDelegate.mapSystemException(ShutdownUtilDelegate.java:64)at javax.rmi.CORBA.Util.mapSystemException(Util.java:65) at com.triversity.expressReturns.authorization._AuthEngine_Stub.authorizeRequest(_AuthEngine_Stub. java:247)at com.triversity.transnet.xtension.xreturn.DirectExpressReturnsAdapter.respond(Unknown Source)at com.triversity.transnet.core.tms.connection.TNMessage ………………………..“Key used at POS is not imported in Returns Authorization Key container. Follow the process developedduring implementation to synchronize the Security Keys between POS and RA; Database Server not Running or Database is in suspect mode2.3.8.2 Failed to retrieve transaction details from RAThis message may show up when cashier tries to pull original transaction for refund by either scanning thebar code or manually entering Original transaction information.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 67/84
    • Best PracticeManage Operations for SAP POSThe reasons may be - Cashier inputs wrong original transaction information for Original Sales Transaction. The original transaction was not loaded to RA data base because of : - Communication failure - Encryption issues - Data mapping is out of synch (POS configuration has changed)Check the Returns Authorization Log “engine.log.0”. Load this store’s Tlog using the Batch process.2.3.8.3 Transaction not foundThis message may show up when cashier tries to perform manual refund by manually entering scanningitems instead of picking items from the original transaction. And Original transaction is not found in the database.The reasons may be – Cashier inputs wrong original transaction information for Original Sales Transaction. The original transaction was not loaded due to: - Communication failure - Encryption issues - Data mapping is out of synch (POS configuration is changed)Check the Returns Authorization Log “engine.log.0” and load the Tlogs from this store.2.3.8.4 Invalid data in RA response – Please retryThis message may show up for one of the following reasons Encryption Key container out of synch with POS keys POS is not able to decipher the TLOG information to create the original transaction for a refund© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 68/84
    • Best PracticeManage Operations for SAP POS2.3.8.5 Refund declined LINE ITEM SKU MATCH FAILEDReason for this Error message could be one of the following This Item has no sales history in the returns database, which means this item was never sold in the whole chain in last XXX days. Therefore, this item cannot be returned. The POS message sent to Returns Authorization does not have required information (MT). To resolve this refer to the returns Authorization Administration guide.2.3.8.6 Refund declined original store day not POLLEDThis message may appear because: Trickle from original store failed and hence data was not loaded by trickle Original store where the transaction was rung did not poll for that day and Batch process did not load any data for this store2.3.8.7 Refund declined same day return – Transaction number ERRReason for this type of behavior may be because of The transaction to be returned is not trickledloaded to the database; while some transactions after this transaction for this store was trickled; Same day return logic is kicked in.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 69/84
    • Best PracticeManage Operations for SAP POS2.3.9 System monitoringReturns Authorization is a Transaction processing system and will need consistent monitoring. At the momentSAP Standard monitoring tools (mySAP or CCMS) are not integrated with system that can be used.2.3.9.1 Database (server) monitoringThe database needs to be monitored every day. Some information that can be used to validate the data feedand appropriate steps in case there are any discrepancies: Data loaded to following tables should be compared to the information available from Stores as reported in BI or other host application - original_tran group by Store_no, Sales_Date, Trans_Type - refund_tran group by refund_Store_no, Refund_Sales_Date CDL Logs should be checked. Database health space available and database backups are up to date;2.3.9.2 Application monitoringApplication Logs can be configured to different levels. For Production systems, these logs should be kept to awarning or Error level only. The log size should be appropriately configured so that the files do not getrecycled before weekly scheduled maintenance.2.3.9.3 Weekly maintenanceIBM Websphere Server service should be recycled every preferably every week or biweekly. Engine.log.Xshould be moved away and backed up to a safe location.Verify weekly database back up schedules.CDL Logs should be moved and backed up to a safe place2.3.9.4 Database growth monitoringDatabase growth will need to be monitored. If the systems is tuned for 90 to 180 days data retention, thedatabase d size should stabilize after this time period. Make sure that database transaction logs are gettingtruncated with scheduled backups.Note: One task of the everyday CDL batch load process is to purge data for rolling number of days as perconfiguration.2.3.10 Disaster recoveryIn case the system needs to be rebuilt from scratch use the following process: Rebuild Returns Authorization application server Rebuild Returns Authorization data base server Recreate the encryption key container Import the POS encryption keys Import Returns Authorization encryption keys Replace the RA database with the one from back up© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 70/84
    • Best PracticeManage Operations for SAP POS2.3.11 Monitoring objects for returns authorizationMonitoring Object Selection Criteria Alert Analysis Tool onMonitoring Object Selection Criteria Alert Analysis Tool Monitoring Frequency / on Satellite Data Collection SystemPOS register Depends on error Error message Troubleshoot as Situational message described in 2.3.8Engine.log.0 Use most recent Application not Text editor The log is recycled, make log file responding as sure the file size and file expected at number is enough to POS register or capture everything for trickle issues monitoring frequency (3 occurring days) in warning mode.Loadlog.txt.0 Data Loading NA Text editor DailyReturndb Database NA NA MS SQL server WeeklyTable 22: POS inbound process P05 – Monitoring objects2.3.12 Business process P06: Processing messages in PI and transferring the data to POS DM2.3.12.1 DescriptionOnce the FTS has placed the files in the directory defined in SAP PI in the communication channel, the filesare automatically picked up by PI and treated. The file is read, transformed into XML and a message mappingis carried out according to the target interface determined for the corresponding process flow. The relevantinterface names start either with GM* or TGM*. These interface names can be used to restrict the monitoringtransaction PI offers.2.3.12.2 Monitoring requirementsError monitoringThe status of the PI messages can be can be monitored in transaction SXMB_MONI in the ABAP stack or theRuntime Workbench on Java. Additionally, the file adapter placing the files should be monitored with theruntime workbench. The monitoring is critical as untreated messages or unsuccessful messages will result inmissing data in POS DM. In order to automate monitoring of the messages, a message based alerting withSAP Solution Manager can be set up. Also for the adapter framework alerts can be configured which canthen be integrated in a Solution Manager BPMon. Please see the Interface Monitoring Setup Guide availableunder http://service.sap.com/bpm for details.Performance monitoringAll messages need to be processed usually in a timely manner in order to update the information in POS DMas soon as possible. The message processing runtime can be monitored using SAP Solution Manager.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 71/84
    • Best PracticeManage Operations for SAP POS2.3.12.3 Monitoring objectsMonitoring Selection Alert Analysis Tool on MonitoringObject Criteria Satellite System Frequency / Data CollectionMessage status Interfaces: Messages in error SXMB_MONI in PI or Frequently during GM* and TGM* Runtime Workbench processingFile Adapter File Adapter Adapter shows Runtime Workbench ->Status error Component Monitoring -> Adapter Engine -> Communication Channel MonitoringTable 23: POS inbound process P06 – Monitoring objects2.3.13 Business process P07-P08: Processing POS data with POS DM and SAP for Retail2.3.13.1 DescriptionThe monitoring processes for POS DM is documented in a separate publication “Manage Operations for SAPfor Retail – POS Inbound”available under http://service.sap.com/solutionmanagerbp© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 72/84
    • Best PracticeManage Operations for SAP POS2.4 Appendix A – SAP POS Parameter Files Parm file extension Parm file name Description Type .aky auxkey.aky PLU Cross Reference Database File D auxkey.idx PLU Cross Reference Index File I .clg cashier.clg Cashier File B .cat category.cat Department Category B .cdv chkdgt.cdv Checkdigit Configuration file B .lst choice.lst Choice List Configuration file B .cus custdisp.cus Customer Display Configuration B .dpt dept.dpt Depar tment Configuration file B .dsc discount.dsc Discount Configuration file B .emp employee.emp Employee Configuration file B .ftn firstten.ftn First Tennessee Credit file B .aky auxkey.aky PLU Cross Reference Database D auxkey.idx PLU Cross Reference Index File I .clg cashier.clg Cashier File B .cat category.cat Department Category B .cdv chkdgt.cdv Checkdigit Configuration file B .lst choice.lst Choice List Configuration file B .cus custdisp.cus Customer Display Configuration B .dpt dept.dpt Depar tment Configuration file B .dsc discount.dsc Discount Configuration file B .emp employee.emp Employee Configuration file B .ftn firstten.ftn First Tennessee Credit file B .fnp funcprot.fnp Back Office Protect file B .grp group.grp Department Group B 0.101 keyboard.101 Standard PC 101 Key Enhanced B© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 73/84
    • Best PracticeManage Operations for SAP POS Parm file extension Parm file name Description Type .dec keyboard.dec DEC Alphanumeric Keyboard B .dyn keyboard.dyn NCR Dynakey Keyboard B .ib1 keyboard.ib1 IBM 50 Key Keyboard B .ib2 keyboard.ib2 IBM Alpha Numeric Keyboard(ANPOS) B .ib3 keyboard.ib3 IBM “New” Alpha Numeric B .k52 keyboard.k52 NCR 7052 and 7450 Full Alpha B .k54 keyboard.k54 NCR 7054 Alpha Numeric B .kmp keyboard.kmp NCR 7058 and 7052 50 Key B .omr keyboard.omr Omron 135 Key Keyboard B .ppc keyboard.ppc Power PC POS Keyboard B .uc1 keyboard.uc1 UCS Preh Keyboard B .ull keyboard.ull Ultimate Keyboard B .lvl levelqty.lvl Price Level/Quantity Cluster D levelqty.idx Price Level/Quantity Cluster I .lic license.lic Software License file B .lnk link.lnk Linked SKU Database file D link.idx Linked SKU index file I linkidx2.idx Linked SKU index 2 file I .blt literal.blt Back Office Literal File B .lit literal.lit POS Literal file B .lcm locom.lcm file for setup of RS-232 Server Only A .xnn macro.xnn Macro file (from x.01 to .x99 are supported) B .mnu menus.mnu Menu Definition file B .mgr mgrcode.mgr Manager Codes for POS B .mdm modem.mdm Supported Polling Modem list B .cmd modemcfg.cmd Credit Modem Configuration file B .nab nabanco.nab Nabanco Credit Service B© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 74/84
    • Best PracticeManage Operations for SAP POS Parm file extension Parm file name Description Type .ndc ndc.ndc National Data Corp. Credit B .neg negative.neg Negative File Database file D negative.idx Negative File Index File I .cnw network.cnw Credit Network Configuration B .non nonmerch.non Non Merchandise Configuration B .pcf plucfg.pcf PLU Configuration file B .plu pludata.plu PLU Database file D .pi1 pluidx1.pi1 PLU index file indexed by PLU D pluidx2.pi2 (Second PLU index no longer used) A plupost.plt Post Dated PLU ASCII updates (system generated) A .ini pos.ini POS configuration A .rpv positive.rpv Positive File Database file D positive.idx Positive File Index file I .inq profile.inq Profile Prompts Configuration B proidx.idx Promotion Index file I .pro promo.pro Promotion Database file D proxref.idx Promotion Cross Reference I .lpr prtlines.lpr Print Lines Configuration File B .lim qtylimit.lim Limited Quantity configuration B .rcp rcptlogo.rcp Receipt Header and Footer B .reg regparm.reg Register Parameters B .rrt regrept.rrt Automatic Register Report Print B .rcm remtecom.rcm Polling Modem configuration file B .spt setport.spt Serial Port/Address/IRQ settings A .tar tareght.tar Tare Weight configuration file B .tax taxtable.tax Tax Table configuration file B .tdr tender.tdr Tender Table Configuration file B© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 75/84
    • Best PracticeManage Operations for SAP POS Parm file extension Parm file name Description Type .udt udtxn.udt User defined Transaction BD: Btree Database *I: Btree Index file **B: Binary fileA: ASCII file* Btree database files are generally used by the POS only. The Server will use the SQL database.** Index files may be deleted after the pos or server is shut down. The system will automatically regeneratethe file once it is resumed.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 76/84
    • Best PracticeManage Operations for SAP POS2.5 Appendix B – SAP POS Apply Files File Name Description Comments PRODUCT.ASC Full PLU file Deprecated in favor of PLUTXN.ASC PLUTXN.ASC or PLU file update records NNNNRR00.PAT PROMOTXN.ASC or Promotional file update records NNNNRR00.PAO DEPT.ASC OR Department file records Deprecated in favor of Depttxn.asc NNNNRR00.DTA DEPTTXN.ASC Department file update records GROUP. ASC OR Department group file records Deprecated in favor of Grouptxn.asc NNNNRR00.GPA GROUPTXN. ASC or Department group file update NNNNRR00.GPA records CATEGORY. ASC or Category file records Deprecated in favor of Grouptxn.asc NNNNRR00.CTA CATTXN. ASC or Category file update records NNNNRR00.CTA TAREWT.ASC Tare weight POSITIVE.ASC Full positive file Deprecated in favor of Postxn.asc POSTXN.ASC or Transaction positive file NNNNRR00.PSA NEGATIVE.ASC Full negative file Deprecated in favor of Negtxn.asc NEGTXN.ASC or Transaction negative file NNNNRR00.NAT PRICETXN. ASC or Price level/quantity transaction file NNNNRR00.LVA records XREFTXN. ASC or Cross reference file records NNNNRR00.AAT EMPLOYEE.ASC Full employee file Deprecated in favor of Empxtxn.asc EMPXTXN.ASC or Transaction employee file NNNNRR00.EMT TAXTABLE.ASC or Tax tables NNNNRR00.TXA© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 77/84
    • Best PracticeManage Operations for SAP POS File Name Description Comments MIXMATCH.ASC or Mix match table NNNNRR00.MXA SSSSNNNN.ORR Inventory Purchase order file Placed in DNLOAD directory of XPS SSSSNNNN.RCV Inventory Receiving file Placed in DNLOAD directory of XPS SSSSNNNN.IVP Inventory count file format Placed in DNLOAD directory of XPS SSSSNNNN.CTG Inventory Order book Placed in DNLOAD directory of XPS SSSSNNNN.XFI Inventory Store transfers in Placed in DNLOAD directory of XPS SSSSNNNN.XFO Inventory Store transfers out Placed in DNLOAD directory of XPS VENDSKU.ASC Vendor/SKU file format VENDOR.ASC Vendor file format STORE.ASC Store file format INVNCONT.ASC Inventory control file BUCKET.ASC Inventory bucket definition BUCKETMV.ASC Inventory bucket movement CUSTTXN.ASC Customer file format CUSTSTTY.ASC Customer status type DENOM.ASC Tender denominations TDRASC.TXT Tender BINTXN.ASC Debit BIN PLUTXN2.ASC PLU supplemental update LOYALPRO.ASC Loyalty program LOYALELG.ASC Loyalty Program Eligibility CUSTPTS.ASC Customer Pints Update DISCTXN.ASC Discount file update DISCINEX.ASC Discount inclusion/exclusion SAFE.ASC Safe ID records JTDTXN.ASC Jurisdiction tax tables© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 78/84
    • Best PracticeManage Operations for SAP POS File Name Description Comments JTIDTXN.ASC Jurisdiction ID table JURTXN.ASC Jurisdiction table LTYPRO.ASC Loyalty program table LTYPROEL.ASC Loyalty program eligibility table CUSTPTS.ASC Customer points for loyalty table LTYCOM.ASC Loyalty component configuration table LTYALLEG.ASC Loyalty Allegiance configuration record PARMDEF.ASC Backoffice parameter definition table PARMFMT.ASC Backoffice parameter format table PARMVAL.ASC Backoffice parameter value table BATCHSET.ASC Price batch management setup file format BATCHCHG.ASC Price batch file format SUPPTYPE.ASC Supplemental code types file format SUPPCODE.ASC Supplemental codes file format SUPPCONT.ASC Supplemental codes contents file format SUPPATTR.ASC Supplemental attributes definition file format SUPPDATA.ASC Supplemental data file format ATTSETUP.ASC Attribute setup file format SUPPDATA.ASC Payroll periods file formatTable 24: SAP POS apply files© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 79/84
    • Best PracticeManage Operations for SAP POS2.6 Related Best Practice DocumentsThere are several other Best Practice documents available on SAP Service Marketplace underhttps://service.sap.com/solutionmanagerbp that relate to this Best Practice document. These documents are: General Business Process Management: This document explains the procedures you should use to create a general Business Process Management concept. This includes the definition and documentation of the core business processes, definition of monitoring objects, definition of monitoring activities including error handling procedures, monitoring tools, monitoring frequencies, the definition of communication and escalation procedures and the assignment of responsibilities. ALE Monitoring: This Best Practice helps you set up an Interface Monitoring concept with the focus on ALE Monitoring for your SAP solution. This document will outline possibilities on how to optimally monitor ALE-based interfaces manually as well as automated by using SAP Solution Manager. Both monitoring approaches aim to detect any irregularities or deviations or to detect error situations at an early stage. Job Scheduling Management: This Best Practice provides a detailed description what SAP recommends as a standardized formal process to support a job request process, including an end user job request form and an approval process. This integrated process will avoid error-prone and time intensive manual processes of copying redundant data from one data source to another (for example, MS excel to MS Excel or MS Excel to job scheduling tool). SAP Business Process Management for ERP Logistics: This Best Practice helps you set up a Business Process Monitoring concept for your SAP ERP solution. The concept aims to define procedures for business process oriented monitoring and error handling and escalation procedures for your company’s ERP core business processes. These procedures intend to ensure a smooth and reliable flow of the core business processes so that your business requirements are met. Background Job monitoring with SAP Solution Manager: This Best Practice will help you to set up background job monitoring properly in the framework of Business Process Monitoring in the SAP Solution Manager.Please note that these documents are also available in the SAP Service Marketplace using alias “RunSAP” RunSAP Best Practices. Returns Authorization Install and Security Guide can be found in SAP Support Portal: Install and upgrade guides Industry solutions Retail Return Authorization User Guide from SAP Help Portal http://help.sap.com: Documentation SAP for Industries SAP for Retail SAP Returns Authorization 2.62.7 Other Related Documents2.7.1 SAP POS 2.1Technical Reference http://help.sap.com/saphelp_pos21/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htm; Go to Technical Product Reference TLOG Data Capture FormatsConfigurator http://help.sap.com/saphelp_pos21/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htm, Go to Head Office Functions Store ConfiguratorSecurity Guide (TGM 10.1) https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000401180 -> Industry Security Guides -> SAP Transactionware GM: Security Guide© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 80/84
    • Best PracticeManage Operations for SAP POSInstallation Guide: http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000720437&_SCENARIO=0110003587 0000000202& (Go to Components, here you also find the Security Guide)CEFT User Guide http://help.sap.com/saphelp_pos21/helpdata/en/5a/70efcec69e4a67a1bfbdedc690a2a5/frameset.htmReturns Auth 2.6: http://help.sap.com/saphelp_pos21/helpdata/en/0e/9fed1ecc864a83bcbb8d007162e307/frameset.htm2.7.2 SAP POS 2.2Technical reference: http://help.sap.com/saphelp_pos22/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htm: Go to Technical Product Reference TLOG Data Capture FormatsConfigurator: http://help.sap.com/saphelp_pos22/helpdata/en/be/5234a9eb44494ea0807925211e74c6/frameset.htmInstallation/Security Guide: https://websmp107.sap- ag.de/~form/sapnet?_SHORTKEY=01100035870000708894&_SCENARIO=01100035870000000202&; Go to Components, choose SAP Transaction Ware GMCEFT 1.9: http://help.sap.com/saphelp_pos22/helpdata/en/5a/70efcec69e4a67a1bfbdedc690a2a5/frameset.htm© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 81/84
    • Best PracticeManage Operations for SAP POSIndex of FiguresFigure 1: Outbound process flow 6Figure 2: View recent plan activity 9Figure 3: View details of a plan 10Figure 4: Samples of TLOG records 12Figure 5: Example of an apply log 14Figure 6: Store administration 17Figure 7: Monitor terminals 18Figure 8: Re-attach the connection between the server and the Store Manager 19Figure 9: Server connection 20Figure 10: POS in-store process flow 25Figure 11: Typical decision patterns for troubleshooting 29Figure 12: POS Inbound process flow 30Figure 13: Client Monitor 30Figure 15: Select scheduling/plan activity 30Figure 16: View details of any plan 30Figure 17: Integration of all involved SAP components for returns authorization 30Figure 18: Data mapping for trickle (1/2) 30Figure 19: Data mapping for trickle (2/2) 30Figure 20: Data mapping for CDL (1/2) 30Figure 21: Data mapping for CDL (2/2) 30Figure 22: Start IBMWAS6Service 30Figure 23: Start batch data load 30Figure 24: Change WebSphere logging 30Figure 25: Returns authorization CDL logs 30Index of TablesTable 1: POS outbound process P02 – Monitoring objects 8Table 2: POS outbound process P03 – Monitoring objects 10Table 3: Fields to note in the TLOG 11Table 4: Format of apply logs 13Table 5: POS outbound process P04 – Monitoring objects 15Table 6: Troubleshooting using SAP POS logs 16Table 7: Flags 23Table 8: POS outbound process P05 – Monitoring objects 24Table 9: In-store applications 30Table 10: Batch files for AppSight 30Table 11: Store level processes – Monitoring objects 30Table 12: POS inbound process P01 – Monitoring objects 30Table 13: POS inbound process P02 – Monitoring objects 30Table 14: POS inbound process P03 – Monitoring objects 30Table 15: Register daily total files 30Table 16: Store daily files 30© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 82/84
    • Best PracticeManage Operations for SAP POSTable 17: Consolidation/close terminal/end of day error codes 30Table 18: Communications error codes 30Table 19: File transfer error/status codes 30Table 20: General error/status codes 30Table 21: POS inbound process P04 – Monitoring objects 30Table 22: POS inbound process P05 – Monitoring objects 30Table 23: POS inbound process P06 – Monitoring objects 30Table 24: SAP POS apply files 30© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 83/84
    • Best PracticeManage Operations for SAP POS© Copyright 2009 SAP AG. All Rights ReservedNo part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft, Windows, Outlook, and PowerPoint are registered tradem arks of Microsoft Corporation.IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries,zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBMCorporation.Oracle is a registered trademark of Oracle Corporation.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of CitrixSystems, Inc.HTML, XML, XHTML and W3C are tradem arks or registered trademarks of W3C®, World Wide Web Consortium, MassachusettsInstitute of Technology.Java is a registered trademark of Sun Microsystems, Inc.JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented byNetscape.MaxDB is a trademark of MySQL AB, Sweden.SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as theirrespective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. Allother product and service names mentioned are the trademarks of their respective companies. Data contained in this document servesinformational purposes only. National product specifications may vary.The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any formor for any purpose without the express prior written permission of SAP AG.This document is a preliminary version and not subject to your license agreement or any other agreem ent with SAP. This documentcontains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP toany particular course of business, product strategy, and/or development. Please note that this document is subject to change and maybe changed by SAP at any time without notice.SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of theinformation, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind,either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringem ent.SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages thatmay result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you mayaccess through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide anywarranty whatsoever relating to third-party Web pages.© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 84/84