Manage operations for sap pos

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Manage operations for sap pos

  1. 1. 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
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. Best PracticeManage Operations for SAP POSFigure 2: View recent plan activity© 2009 SAP AG - BP_MO_for_SAP_POS_V30.doc page 9/84
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. 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
  15. 15. 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
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. 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
  20. 20. 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
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. 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
  25. 25. 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
  26. 26. 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
  27. 27. 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
  28. 28. 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
  29. 29. 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
  30. 30. 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
  31. 31. 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
  32. 32. 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
  33. 33. 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
  34. 34. 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
  35. 35. 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
  36. 36. 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
  37. 37. 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
  38. 38. 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
  39. 39. 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
  40. 40. 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

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