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FINACLE CBS – FAQs & User Guide

FAQ – User

Version History

Ver. No.

Ver. Date Phase Revised By Description Reviewed By

0.1 21-02-2014 Gayathri Perumal

Initial draft

2

Finacle CBS FAQ’s & User Guide

FAQ – User

Table of Contents1. CONFIGURATIONS AND PROCESS.......................................................................................................... 5

1.1. DESKTOP SETTING ( BROWSER SETTING, SECURITY SETTINGS, JRE VERSION ETC.)...................................51.2. PRINTER SETTING (PASSBOOK)..............................................................................................................51.3. ATM PROCESS DOCUMENT AND PIN MANAGEMENT................................................................................51.4. E-BANKING PASSWORD PRINTING AND PIN PRINTING............................................................................5

2. AGENT PORTAL ISSUES........................................................................................................................... 6

2.1. ERRORS IN AGENTS PORTAL....................................................................................................................62.1.1. AGENT ID CREATION IN E-BANKING..........................................................................................................62.1.2. ACCOUNTS NOT VISIBLE FOR THE AGENTS...................................................................................................62.1.3. AGENT IDS MANUALLY CREATED IN FINACLE CONTAINS SPACE AND DOT...........................................................62.1.4. NOT ABLE TO LOGIN WITH THE AGENT ID OR PASSWORD PROVIDED................................................................6

3. SAVINGS MODULE ISSUES.......................................................................................................................... 7

3.1. SB ACCOUNT CLOSURE ISSUES.................................................................................................................73.1.1. DORMANT SB ACCOUNT CLOSURE ISSUES..................................................................................................73.1.2. DORMANT SB ACCOUNT CLOSURE ISSUE....................................................................................................83.1.3. SB ACCOUNT CLOSURE - REFERRAL ERROR CASE..........................................................................................93.1.4. SB CLOSURE - CLOSURE VERIFICATION ERROR BECAUSE OF NON-ZERO BALANCE...............................................103.1.5. SB CLOSURE - CLOSURE AFTER SUSPENSION OF CIF...................................................................................113.1.6. SB CLOSURE - STATUS IN HACLI MENU...................................................................................................113.2. SAVINGS ACCOUNT OPENING/MODIFICATION/TRANSFER ERRORS.........................................................123.2.1. SB ACCOUNT OPENING ERROR................................................................................................................133.2.2. SB ACCOUNT MODIFICATION ERROR RELATED TO JOINT ACCOUNT HOLDERS.....................................................133.2.3. USER IS UNABLE TO CREATE CREDIT TRANSACTIONS ON SBDIS ACCOUNTS......................................................153.2.4. ERROR FACED WHEN CREDIT TRANSACTION IS ATTEMPTED ON SILENT(DORMANT ACCOUNT)..............................153.3. SB TELLERWISE REPORT(SAVINGS LOT) - TRANSACTIONS OF A USER MISSING.......................................163.4. ERROR WHILE DOING A TRANSACTION IN CTM MENU.............................................................................163.5. SB ACCOUNT ERROR WHEN TRANSFERRING ACCOUNT FROM ONE SCHEME TO ANOTHER SCHEME..............173.5.1. SCHEME MISMATCH ERROR...................................................................................................................183.5.2. FREEZED ACCOUNT...............................................................................................................................183.6. INQUIRING ACCOUNTS USING BO CODE..................................................................................................193.7. ISSUE IN HFTI MENU............................................................................................................................21

4. AGENT RELATED ISSUES............................................................................................................................ 23

4.1. COMMISSION CREDITED TO AGENT’S SB ACCOUNT EVEN AFTER CANCELLATION OF NSC CERTIFICATES.....234.2. GETTING ERROR WHILE MODIFYING THE AGENT ID IN HDSAMM MENU.................................................244.2.1. UNVERIFIED ACCOUNT EXISTS................................................................................................................244.2.2. THE DATE MUST BE LATER THAN OR SAME AS THE BOD DATE......................................................................254.3. AGENT YOU INPUT HAS NOT LINKED TO THE CURRENT SCHEME CODE......................................................264.4. DEFAULT AND REBATE FEE CALCULATION NOT MATCHING......................................................................274.5. UNABLE TO POST TRANSACTION IN HAGTXP MENU DUE TO FREEZED ACCOUNT.....................................284.6. CHEQUE NOT CLEARED IN HAGTXP......................................................................................................294.7. PARENT RECORD DOES NOT EXIST.........................................................................................................314.8. NO OF INSTALLMENTS PENDING ARE LESS THAN PAYING INSTALLMENTS..................................................324.9. RD ACCOUNTS NOT SHOWN IN THE AGENT PORTAL...............................................................................33

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FAQ – User

4.10. INVALID AGENT ID ERROR................................................................................................................334.11. AGENTS TRYING TO POST WITH AGENT TYPE AS SAS........................................................................34

5. NSS MODULE ISSUES................................................................................................................................ 34

5.1. NSS TDS CHARGES RELATED ISSUES.....................................................................................................345.1.1. WHEN DEBIT TRANSACTION IS ATTEMPTED, TDS CHARGE TRANSACTIONS ARE CREATED BUT NEED TO BE REVERSED.

345.1.2. WHEN USER TRIES TO COLLECT CLOSURE TDS CHARGES FROM HCACC DIRECTLY, THE ERROR - 'INTEREST CREDIT HAS NOT HAPPENED FOR THIS ACCOUNT.PLEASE RUN HACINT FOR THIS ACCOUNT'.................................................................35

6. ATM CARD/CCMM MENU ISSUES............................................................................................................. 36

6.1. CARD IS NOT ACTIVATED.......................................................................................................................366.2. NO SB ACCOUNTS EXISTS FOR THE SPECIFIED CIF ID...............................................................................366.3. INVALID CARD NUMBER.........................................................................................................................376.4. HOTLISTING OF A PARTICULAR CARD FAILED.........................................................................................376.5. ATM PIN GENERATION FAILED.............................................................................................................376.6. NOT ABLE TO MODIFY CLOSED CARDS...................................................................................................376.7. ACCOUNT IS ALREADY ATTACHED WITH A CARD.....................................................................................386.8. ERROR WHILE LINKING..........................................................................................................................386.9. INVALID ACCOUNT NUMBER...................................................................................................................396.10. INVALID KIT NUMBER........................................................................................................................396.11. PROCESS OF ACTIVATION OF CARDS...................................................................................................39

7. REPORT ISSUES.................................................................................................................................... 39

7.1. LIVE ACCOUNTS REPORT.......................................................................................................................397.2. SOL ID NOT PROPER.............................................................................................................................40

8. FORMATS............................................................................................................................................ 41

8.1. ISSUE REPORTING FORMAT....................................................................................................................418.2. Escalation Matrix.............................................................................................................................41

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FAQ – User

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FAQ – User

1. Configurations and Process1.1. Desktop Setting ( Browser setting, Security settings, JRE version etc.)

For the Finacle CBS application, the configuration details are specified in the below attached zip file.

1.2. Printer Setting (Passbook)

For the proper printing of the passbook, the Passbook Printer needs to be configured as per the below specified document.

1.3.ATM Process document and PIN Management Please see below the word document for the complete ATM Process and its PIN management.

text incomplete in above boxes

1.4.E-Banking Password Printing and PIN Printing Please see below the word document for the complete E-Banking password and PIN

printing.

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FAQ – User

2. Agent Portal Issues2.1. Errors in Agents Portal

2.1.1. Agent ID Creation in e-Banking

Issue Reported : Please create Agent ID in e-banking as it was not part of migrated agents.Solution: The Agent ID should be first created in Finacle using the menu HDSAMM by the post office . After that, the Agent ID should be shared with Help Desk for creating the Agent ID in e-banking as well.

2.1.2. Accounts not visible for the Agents

Possible reasons for ACCOUNTS NOT VISIBLE FOR AGENTS

Same Agent might have SAS and MPKBY agency.

Duplicate agent ids are present. While renewal instead of correcting the existing ID, new agent ID has been created resulting in Duplicate IDs. Further in many post offices it is seen that SB account number is linked even to these duplicate agent IDs.

If multiple IDs are present to same agents, PO should refer to correct MPKBY ID from the excel sheet provided during Data Migration Transformation and check whether the RD accounts are linked to this ID.

When the agent logs in, accounts are not visible. Please link the accounts.

Solution: The account linkage for the Agent has to be done in Finacle by the PO user by going to account modification menu for each account.

2.1.3. Agent IDs manually created in Finacle contains space and dot.

Issue Reported : Agent IDs manually created in Finacle contains space and dot.

Solution: Agent IDs created in Finacle should not contain space or a dot. Agents Portal will not allow creation of such agent id’s.

2.1.4. Not able to login with the Agent ID or Password provided.

Issue Reported : Not able to login with the Agent ID or Password provided.

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FAQ – User

Solution: Passwords are case sensitive i.e. lower case and upper case characters should be entered as is. If the agent enters password wrongly 10 times, the Agent ID gets disabled.

3. Savings Module Issues3.1. SB Account closure issues

3.1.1. Dormant SB Account closure issues

Issue Reported : Since the SB account being closed is dormant, the account closure transaction is not verified and gives the below error

Solution8


FAQ – User

The closure process has to be cancelled and the account status to be modified to Live before closing it.

Steps

Cancel the closure operation in HCAAC menu. While cancelling an user info will be shown that the transaction has to be manually reversed. After the cancel operation in HCAAC, the transaction has to be deleted in HTM.

If the account has to be closed , then after cancelling the transaction in HTM menu by selecting Modify function.

Modify the account status of the SB account in CASBAM menu from Silent to Live and verify it

Close the account now in HCAAC and verify it.

3.1.2. Dormant SB account closure issue

Issue Reported : Since the SB account being closed is dormant, the account closure transaction is not verified and gives the below error

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FAQ – User

SolutionThe closure process has to be cancelled and the account status to be modified to Live before closing it.

Steps

Cancel the closure operation in HCAAC menu. While cancelling an user info will be shown that the transaction has to be manually reversed. After the cancel operation in HCAAC, the transaction has to be deleted in HTM.

If the account has to be closed , then after cancelling the transaction in HTM menu by selecting Modify function.

Modify the account status of the SB account in CASBAM menu from Silent to Live and verify it

Close the account now in HCAAC and verify it.

3.1.3. SB account closure - Referral Error case

Issue Reported : Referral Error comes up when closure of SB account is attempted. This occurs whenever the SB account is linked to another TDA(Fixed Deposit type) account as interest repayment account.

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FAQ – User

Solution Before submitting the SB account for closure, a check on the Dependent A/c

section in Closure tab has to be made. The accounts where the SB accounts are linked are shown in the section as in the below screen shot :

If the listed accounts are not closed, then the SB account has to be removed as interest repayment account from all such accounts

If the listed accounts are already closed, then the Menu HTDBATCH has to be run for those listed accounts

After all the above steps are completed the user can retry SB closure

3.1.4. SB closure - Closure verification error because of non-zero balance

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FAQ – User

Issue Reported : When verifying the closure of SB account, user faces the error " The account closure can proceed only if the balance is zero."

Solution:1. When account closure is initiated in HCACC, system automatically creates

transaction to debit entire balance on the given SB account and this transaction id is shown in the result message

2. The user should get this transaction posted and verified, so that the balance of the account becomes Zero

3. If the transaction id is not noted, the same can be found out by listing all transactions of the account using HFTI and checking the status of the transactions

4. Once the transactions are posted and verified and account balance has become zero, the user can proceed with verification of SB closure.

3.1.5. SB closure - Closure after Suspension of CIF

Issue Reported : When creating debit transactions on SB accounts whose CIF has been suspended, the user faces CIF suspened error.

Solution:1. Option 1 - Unsuspend the CIF using CMRC and then proceed with the

transaction

2. Option 2 - In case of death claim, proceed directly to closure of SB account using HCAAC, post and verify the system created transaction and verify closure

3.1.6. SB closure - Status in HACLI menu

Issue Reported : For a closed SB account status is shown as active instead of closed in HACLI menu

Solution:In HACLI menu the status of the account that is displayed is the status of the account during closure.

To view the account closure status and account closure date invoke HASFM menu in inquire mode and click on the flag next to the account id and navigate to additonal info tab.

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FAQ – User

Here user will be able to view the account closure date and status of the account.

3.2. Savings Account Opening/Modification/Transfer Errors

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FAQ – User

3.2.1. SB account opening error

Issue Reported : When opening accounts using CASBAO or transferring account using HACXFSOL, user faces the error - 'Account Combination already exists'

Solution:

1. As per requirements of DOP, system checks the various combinations of accounts allowed for that scheme code and Sol. For example. In a SOL, a CIF can have either a single SBGEN or SBCHQ account, but not both.

2. Check the accounts for that sol using account searcher in CASBAM by entering the CIF ID and the SOL and procedurally checking the listed accounts

3.2.2. SB account modification error related to joint account holders

Issue Reported : When modifying accounts of SBPEN/SBPWC/SBBAS , user may face the error - ' Only one Joint account holder permitted' or ' No Joint account permitted for old / widow Pension account'

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FAQ – User

Solution:

1. As per requirements of DOP, SB pension schemes (SBPEN/SBPWC) can have only one and SBBAS accounts can have no joint account holder

2. User has to check the related party details and make sure that DOP requirements are met before submitting the modification

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FAQ – User

3.2.3. User is unable to create credit transactions on SBDIS accounts

Solution :

As per the scheme setting of the SBDIS scheme , no credit transaction can be performed on SBDIS account. This can be confirmed by viewing the scheme settings of SBDIS using HGSPI menu.

3.2.4. Error faced when credit transaction is attempted on Silent(Dormant Account)

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FAQ – User

Solution :

As per the scheme settings , no credit transaction can be performed on Silent(Dormant) accounts. To create transactions on such accounts:

1. Modify the account using CASBAM -->

a. change the account status to active

b. select the revival date from the calendar icon

2. Verify the account

3.3. SB Tellerwise Report(Savings LOT) - transactions of a user missing

Issue Reported : When Tellerwise report (Savings LOT) is generated for a Sol/Set Id, transactions created by some users will not be reflected in the report

Solution : The Tellerwise report only displays those transactions that were created by users who have cash accounts linked to their ids.If a user doesn’t have cash linked to his/her id, then such transactions will not be listed in the report. This is the agreed upon design of the report.

3.4. Error while doing a transaction in CTM menu

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FAQ – User

Issue Reported : While doing a transaction of SB or SSA Accounts in CTM menu error showing that "cash acount for the entered currency is not available"

Solution:

The user who is trying to do the operation doesn’t have a teller account linked to his employee id, hence the issue.

Either the teller should be posting the transaction or the user trying to post the transaction should be getting a teller account attached to his employee id.

3.5. SB account Error when transferring account from one scheme to another scheme

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FAQ – User

3.5.1. Scheme Mismatch Error

Issue Reported : When transferring accounts using HACXFRSC form one SB scheme to another , user may face the error - 'Scheme Mismatch - Account can't be transferred'

Solution:

1. As per requirements of DOP, the transfer of SB accounts is possible only between schemes of the same product group. When destination scheme code belongs to a different product group compared to the source scheme code, then the error is faced.

2. The valid transfer scenarios are :

a. Product group SBSGP : SBGEN <--->SBCHQ

b. Product group SANPG : SBSAN<---> SBSWC

c. Product group SPNGP : SBPEN<---> SBPWC

3.5.2. Freezed account

Issue Reported: Clarification on how to transfer between sol's when account is freezed

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FAQ – User

Solution:1.In HAFSM menu the account needs to be inquired and the current freeze status to be noted down.

2. In HAFSM menu the account needs to be un-freezed and verified.3.Through HACXFER menu the account can be transferred from one sol to another.4.In HAFSM menu the account needs to be freezed and verified such that the account freez state will be reverted as in the step [01].

3.6. Inquiring Accounts using BO Code

Issue Reported: Clarification on how to inquire accounts using BO Code.

Solution:

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FAQ – User

1) Invoke HACSP menu.2) Enter the Sol ID, Scheme code, Open Date (Low), Open Date (High), Free

Code No. and Free Codes fields as specified in the below screenshot.3) Sol ID for which the BO’s are applicable and account list is required.4) Scheme Code is SBGEN or RDIPN, since generally in BO’s only SB and RD

accounts are available.5) Open Date (Low) and Open Date (High) are the account opening date’s. All

the accounts which are opened in this Date Range will be listed.6) BO details are available in the Free Code 10 field in GAC table and hence 10

should be entered in the Free Code No field.7) In Free Codes field, enter the actual BO code and select from the searcher

also.8) After entering all these details click on Submit. 9) All the accounts for the specified criteria will be displayed. PFB screenshot for

the same.

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FAQ – User

3.7. Issue in HFTI Menu

Issue Summary : HFTI menu not fetching the results. Information on Deposits exceeding 2 Lakhs in POSB Scheme

Issue Raised :

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FAQ – User

1) income tax office is asking about the certificate puchesed for RS. 100000 or above in financial year 2014-15. please intimate what is the menu option to extract this report in finacle .

2) Sir, Income Tax department has asked information on deposits exceeding Rs 02 Lakhs in POSB Scheme. Therefore many offices have raised query on menu option in finacle. Hence it is kindly requested to provide menu for extracting information on deposits exceeding Rs 02 Lakhs

Solution Provided :

Please use HTFI menu to fetch the transactions made above Rs. 100000 or Rs 200000.

Please invoke HFTI menu and enter the Sol Set ID as 34200100 and the A/c Sol ID as 34200100. Please enter A/c Sol ID value mandatorily.

Also enter the transaction Amount Low and High values as desired.

Transaction Start Date and End Date can also be entered.

It will fetch the results as expected. PFB screenshots for the same. Please check and confirm closure.

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FAQ – User

4. Agent Related Issues4.1. Commission credited to agent’s SB account even after cancellation

of NSC certificates

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FAQ – User

Issue Reported: Even after cancellation of NSC certificates having denomination of Rs.1000/- each, commission of Rs.45/- got credited to the agent’s SB account 0624681487 for each NSC account.

Solution: Please invoke HACLI menu and inquire for the Agent’s SB Account. Check for the details in Narrative column. It will display the Agent ID. Scheme Code and the Account Number. If the Account Number’s displayed are not the actual verified account number, then please sum the deposit amt of all such records. This amount has to be reversed. For reversing the Agent Commission Transaction, please invoke HACMDB menu and for the Commission Payable Account and Tax account modify the System Only Flag value as NO. After this, invoke HTM menu and Debit the Agent Commission SB Account and Tax account and Credit the Commission Payable Account with appropriate amount respectively. Once the transaction is posted and verified, reverse the modified values in HACMDB menu for the Commission Payable Account and Tax account the System Only Flag value as YES.

4.2. Getting error while modifying the agent id in HDSAMM Menu

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FAQ – User

4.2.1. Unverified Account exists

Issue Reported: While trying to modify the agent id details in HDSAMM menu on click of submit, getting the error as “Unverified account exist”

Solution: There might be some unverified accounts exist for the specified agent id at the time of agent modification. For the unverified accounts the user can get the account details by invoking HAFI menu and giving the details like SOL Set ID, Authorized as Non Authorized, Table Short Name as GAM, reference number as two blank spaces, Function Code as A, Entered by as the created user Id of respective accounts and get the account details and get them verified and proceed further modifying the agent details.

4.2.2. The date must be later than or same as the BOD date.

Issue reported : Error in adding the new KVP s to the agent MIG0035973. While invoking the menu HDSAMM for modifying the agent details with new KVP the following error occurs with "This tab contains error" in General and "The date must be later than or the BOD Date" in the product details . The date in the Commission parameters has also been changed to the current date.

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FAQ – User

Solution : Modify the agent id by invoking HDSAMM menu and change the next commission date to some future value date in the product tab for all the scheme code and then try submitting. It will work as expected.

4.3. Agent you input has not linked to the current scheme code

Issue Reported: At the time of account opening, after adding the agent id, getting the error as shown in the screenshot on click of submit.

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FAQ – User

Solution: The agent id which is being used for the account opening is not linked to the specified scheme code. Hence the specified error is coming. Kindly modify the attached agent id by invoking HDSAMM menu by adding the specified scheme code in the product tab.

4.4. Default and rebate fee calculation not matching.

Issue Reported: While posting RD Bulk list by HAGTXP menu, the accounts are not getting posted. The screen shot error attached by menu HPR shown as calculated default fee not matching actual DF.

Details of Agent:

Agent ID: MIG0029921

Date: 04-12-14

Reference no: C1693566 for Rs 3939/-

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FAQ – User

Note: This customer prepared list for November and December month 2014. One list (ref no: C1693714) posted with correct default fee.

Solution: Installment for November (ref no: C1693714) i.e. 22-11-2014 has been paid on 12-12-2014 for which default fee of Rs.5/- has been collected already. User is now trying to pay the installment for December month with default fee where there is no default fee. Hence the specified error is coming at the time of HAGTXP. Please prepare a fresh list for all the specified accounts and proceed for payments.

4.5. Unable to post transaction in HAGTXP menu due to freezed account

Issue Description: While doing RD transaction posting through HAGTXP, Transaction failed due to the below error

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FAQ – User

Solution: Please invoke HASFM menu to view the status of the account mentioned in the report. If the account is in freezed status unfreeze the account using HASFM and continue with posting of transaction. User can contact CEPT team for the reason of freezed status of the account.

4.6. Cheque not cleared in HAGTXP

Issue Description: While doing RD bulk posting through HAGTXP, getting the error as “Cheque not cleared” even though cheque is already cleared as shown in the screenshot.

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FAQ – User

Solution: Please check if the entries are present for the clearing account no acid, cheque no in tran_particular column and transaction amount in DTD or HTD table for value date between e banking ref date and value date of HAGTXP. To get the clearing place holder, please select parameter_value from c_cpvalue custom table where parameter_id='CLEARING_PL_RD'. Based on the value of the clearing place holder and sol id of the agent, get the clearing account no. Please check total transaction amount (including default, rebate fee and RD installment amount) for the combination of bank identifier and e banking ref no with ready_post flag as Y and del_flg as N.

If the entries are not present in HTD or DTD table, then the specified error is coming.

As per functionality, cheque should get cleared between e banking ref date and value date for the transaction amount.

Workaround for this issue –

1. Invoke CXFER for the back value dated transaction and transfer the amount from the account (replace the clearing account last digit i.e 017 to 007) to clearing account no i.e. ending with 017 with back value dated between e banking ref date and value date.

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FAQ – User

2. Please make sure the same transaction particular is entered.

3. Kindly enter the value date between e banking ref date and value date of HAGTXP.

4. Post this transaction

5. Then try posting through HAGTXP.

4.7. Parent Record does not exist

Issue description: There is an agent having agent id MIG0024641 with the SOL id 11002300 generate a schedule with the Ref No. NDC1735952. When we run it in HAGTXP in finacle it generate an error i.e. PARENT RECORD DOES NOT EXIST FOR THE RECORD for whole accounts.

Solution : For the specified E-Banking Ref No. NDC1735952, for all the records, instead of the cheque_no_for_RD field, cheque_remarks field is updated, which is wrong.

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FAQ – User

Else the bank_identifier name entered for the set of RD accounts with sme cheque number will different. Either a space was introduced or name typed wrongly.

EG: SBI can be entered as S B I or State Bank of India. Due to this, specified error message is displayed to the user.

In these case, user can delete the corresponding records and update the delete reason accordingly and then try posting the remaining records.

For the deleted records, please ask the Agent to prepare the fresh list in E-Banking Agent Portal and then try posting in HAGTXP menu.

4.8. No of installments pending are less than paying installments

Issue description: While posting the RD bulk list, we are getting an error "NO OF INSTALLMENTS ARE LESS THAN THE PAYING INSTALLMENTS" for one account and it is not allowing us to post. When tried to do manual extension of RD account, system shows an error as “This is a linked loan account” . PFB screenshots for reference.

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FAQ – User

Solution: All the installments are already paid for the specified RD account and the user is trying to pay the installment without extending. Please extend the RD account to proceed with RD bulk posting. But if there is any loan account attached to it, only after doing the loan payoff, RD account can be extended

4.9. RD accounts Not shown in the Agent portal.

Issue description: Though RD accounts are linked with the agent id’s none of the accounts are coming in the agent portal.

Solution : As per functionality, if the accounts are freezed or closed or discontinued, such accounts are not being shown in the agent portal. Please ask the user to invoke HAFFM menu to unfreeze the account if it is required and then proceed with agent portal.

4.10. Invalid Agent Id Error

Issue description: When User is trying to open an account with agent id attached, user is getttting error as "Invalid Agent Id"

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FAQ – User

Solution : User will not be able to use the agent id for account opening unless it is verified.Please inquire the Agent Id using HDSAMM menu.If it shows the below error please verify the agent id and continue with openeing of account.

4.11. Agents trying to post with Agent Type as SAS

Issue Reported : When the user tried to invoke HAGTXP menu in Modify mode, an error is displayed as Inavlid Agent Type and Scheme Code Combination.

Solution : SAS type of Agents do not have access to post RD bulk posting. The Agent Type for that particular Agent ID needs to be modified as either PRS or MPB in HDSAMM menu. Post this modification, user will be able to do posting in HAGTXP menu. Appropriate Agent ID need to be modified as the commission structure differs for both.

5. NSS Module Issues5.1. NSS TDS Charges related issues.

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FAQ – User

5.1.1. When debit transaction is attempted, TDS charge transactions are created but need to be reversed.

Issue Reported : When teller tried to debit NSS account and the 15g/15h flag is not set as Y then 20% charge is collected as TDS. If the customer then produces the required documentation or the entire debit transaction is to be cancelled then charge collected is to be reversed

Solution : The process of charge reversal is

1. Invoke HCHRT --> Reverse --> NSS account Id --> Go --> select the transaction --> submit --> Note the reference number

2. Verify the same using: HCHRT -->verify --> Reference Number --> submit

Important Points:

1. If the customer has submitted the 15g/15h form, the user has to attach the same at the account level by modifying the account using CASBAM

2. The TDS charge collected for NSS accounts is not visible in HTDSIP and cant be reversed using HRFTDS

3. The TDS charge collection for NSS87 accounts depends only on 15g/15h flag at account level and not the tax code at CIF level

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FAQ – User

5.1.2. When user tries to collect closure TDS charges from HCACC directly, the error - 'Interest Credit has not happened for this account.Please run HACINT for this account'

Issue Reported : When teller directly proceeds to collect TDS charges on NSS account using HCACC then the above error is faced.

Solution : The process to collect TDS charges at closure of NSS87 account is

1. Invoke HCAAC and try to close the NSS87 account

2. If the TDS charges are to be collected , then

a. the system displays the appropriate error message asking the user to use HCACC to collect charges

b. the system internally triggers interest application so that Interest gets credited before charge can be collected

3. Invoke HCACC and try to collect charges

4. If the same above mentioned error message comes up, check if the interest has been applied using the menu HACLI

5. Once the interest transaction is visible for the account in HACLI, proceed for charge collection

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FAQ – User

6. If the interest is not credited even after a few minutes, a ticket is to be raised

6. ATM card/CCMM menu issues6.1.Card is not activated

Issue Description: Card is not getting activated.

Solution: For the specified card, if it is personalized, check whether the kit number is entered. As per the functionality kit number should not be entered for personalized cards. Remove the kit number using modify mode in CCMM menu and proceed further. The card will be activated.

If any wrong details have been given, user can use Delete Mode to delete the already existing details and add the correct details again using ADD Mode in CCMM menu.

Check whether the card is in inactive status. If the card is in either Delivered or inactive status then only the card can be activated.

6.2.No SB accounts exists for the specified cif idIssue Description: When the user is trying to add a cif id or verify, user is getting an error like "No SB accounts exists for the specified cif id"

Solution: If The sol_id with which the user tries to add the ATM card request in CCMM menu is different from the home sol id of that cif id this error occurs.

Please ask the user to add the ATM card request in the home sol id.

6.3.Invalid card numberIssue Description: When the user is trying to modify card details user is getting error as "Invalid Card number"

Solution: If it is a personalized card,this error occurs mostly when the card details are not updated in the YCS database.

Invoke CCMM menu in inquire mode. it shows details of YCS database. If the status is still as REQ in inquire mode. It means the card is not yet activated.

Hence the user is not able to modify the card details. Please download the file in CCDM menu and the card needs to be activated in YCS. Then the user can modify the details in CCMM menu.

6.4.Hotlisting of a particular Card FailedIssue Description: User is not able to hotlist a card in modify mode. Error message is getting displayed.

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FAQ – User

Solution: A card can only be hotlisted if it is in active status. If the card is not currently active it cannot be hotlisted.

Hot listing of the card will directly update the status in CMS. In CMS, if the card is not active, then hot listing fails.

6.5.ATM Pin Generation FailedIssue Description: The ATM PIN is not generated even if the status is changed to ATM PIN Request in modify mode.

Solution: In CCMM menu in modify mode, action should be selected as ATM Pin Request. Later on in CCDM menu, Renewal/Re-issue file needs to downloaded and uploaded in CMS DB. Flow has to be completed.

If the flow is not completed the PIN Generation will fail.

6.6.Not able to Modify Closed CardsIssue Description: User is not able to modify the Card.

Solution: Invoke CCMM in inquire mode and check for the status of the card.If the current card status is closed, no more modification is allowed for the cards. Only hotlisting can be done for closed cards.

If the status is closed and the user wants to make the card active, please delete the card and add a new card.

Error message is being displayed for the same.

6.7.Account is already attached with a cardIssue Description: Unable to issue ATM card because of the error message Account is already attached with a card.

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FAQ – User

Solution: For this cif id and foracid, already a new card request may already have been raised. It may be either in verified or non verified state. Hence while raising new card request specified error will occur. Kindly verify the previous card and use it (if the previous card is in unverify state) or delete the card and raise a new card request(if the previous request is no longer needed).

6.8.Error while linking Issue Description: Unable to link an account to ATM card, showing error as "There is no account exists in this sol id".

Solution: The specified cif id and account number belongs to some other sol. Hence the user is not able to link the card.

Invoke HACLI menu and find the sol id of the account and kindly change the sol id of the account and try again. Please check.

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FAQ – User

6.9.Invalid account numberIssue Description: While trying to issue card to sb account, "Invalid Account" Error occurs.

Solution: The given SB account does not belongs to the cif id mentioned. Hence the error occurs. Kindly give the correct account number or select account number from searcher. If searcher does not display data then no SB accounts have been opened under that cif Id.Kindly open an account and proceed issuing a card.

6.10. Invalid kit numberIssue Description: While trying to personalized card, error is thrown as "Invalid kit number".

Solution: The kit number has already been used to raise a new card request for another cif. Hence the same kit number cannot be used, that is why the error is being thrown. Please use a different kit number to raise a new card request.

If the Kit number is not used previously, then raise a request to ATM team.

6.11. Process of activation of cards

Issue Description: Clarify on the process of Activation of cards.

Solution:

1. Invoke CCMM menu and raise a new card request and verfiy the same.

2. Invoke CCDM menu and download the New Customer Registration file with sol id and cif verification date as input and download the file and send it to YCS db. The card will be activated

7. Report Issues

7.1.Live Accounts Report

Issue Description: In MIS url, for the live accounts report only 31 days report is being generated.

Solution: It is as per DOP requirement only to include only 31 days report for Live Accounts in MIS url.

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FAQ – User

7.2.Sol Id Not proper

Issue Description: While generating reports, the office name is getting displayed wrongly instead of the correct sol name.

Solution: These kind of issues might occur due to network slowness. Kindly generate the report after some time and then the correct names will be displayed.

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FAQ – User

8. Formats8.1.Issue reporting Format

Before raising the defect or while lodging the defect, the below specified word document needs to be updated by DOP and the same uploaded by the HD team in Meops, so that the issue resolution time is reduced.

8.2.Escalation MatrixPFB the excel sheets for the escalation matrix.

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Documents

cbs.keralapost.incbs.keralapost.in/Downloads/DOP_CBS_FAQ_Savings_NSS_AT… · Web viewThese ATM Cash A/Cs are locally defined for each & every post office and attached to their Vault