Issue Reporting System User Guide Revision 3 - Diebold · and press the Go button. You will get access to the main page of the Diebold Nixdorf Service Station International:

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© Diebold Nixdorf The copyright of this document is the intellectual property of Diebold Nixdorf. It is supplied by Diebold Nixdorf on the condition that its contents are not copied, used or disclosed to other parties for any purpose unless written authorization has first been obtained from Diebold Nixdorf.

IRS Issue Reporting System User Guide

Version 2.1.14 published 07.05.2018

Revision 4

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IRS User Guide 2.1.14 May 2018 SSI QA

Contents

1 Authority ......................................................................................................................... 4

1.1 Scope ................................................................................................................... 4 1.2 Publication History ............................................................................................... 4 1.3 Location of This Document ................................................................................... 4 1.4 Distribution ........................................................................................................... 4 1.5 Related Documents .............................................................................................. 4 1.6 Authorised Signature ............................................................................................ 4 1.7 Change Control .................................................................................................... 4

2 Introduction .................................................................................................................... 5

2.1 Structure of the Guide .......................................................................................... 5 2.2 Notational Conventions ........................................................................................ 5

3 Issue Reporting System Access ................................................................................... 6

3.1 Access to NAMOS IRS page ................................................................................ 6 3.2 How to get access? .............................................................................................. 6 3.3 Login procedure ................................................................................................... 6

3.3.1 Standard login procedure ....................................................................... 6 3.3.2 Particular login procedure ....................................................................... 7

3.4 IRS Homepage..................................................................................................... 7

4 IRS User Interface .......................................................................................................... 8

4.1 NAMOS Reporting menu ...................................................................................... 8 4.2 NAMOS Reporting explorer .................................................................................. 8

5 Work with Reports ....................................................................................................... 10

5.1 Create New Report ............................................................................................ 10 5.2 Working with a report ......................................................................................... 12

5.2.1 Search .................................................................................................. 12 5.2.2 Add topics............................................................................................. 13 5.2.3 Add a new comment ............................................................................. 14

6 User settings (Edit your data) ..................................................................................... 16

7 Search Report .............................................................................................................. 18

7.1 NAMOS Reporting workplace ............................................................................. 19

8 Workflow in IRS ............................................................................................................ 21

8.1 IRS Workflow: Standard Issues .......................................................................... 22 8.1.1 Groups by function for standard issues ................................................. 22 8.1.2 State-flow for standard issues............................................................... 22 8.1.3 Status-values and responsible groups for standard issues ................... 24 8.1.4 Hints for the usage of IRS Standard Issues .......................................... 25

8.1.4.1 Hints for Development / Suppliers ................................................................ 25 8.1.4.2 Hints for Authors / Test teams ...................................................................... 25

8.2 FAQ (Frequently asked Questions) .................................................................... 25

9 Issue content ................................................................................................................ 27

9.1 SSI Issue forecourt area ..................................................................................... 27 9.2 Content of error messages in forecourt area ...................................................... 27

9.2.1 Detect the situation ............................................................................... 27 9.3 Example “Pump not working” ............................................................................. 28

9.3.1 Step 1: Analyze the environment to find an error .................................. 28 9.3.2 Step 2: Collect the trace files ................................................................ 28 9.3.3 Step 3: Create error message............................................................... 28

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9.4 Content of error messages in NAMOS ............................................................... 29 9.4.1 Detect the situation ............................................................................... 29

9.5 Example “Inventory is not possible” .................................................................... 30 9.5.1 Step 1: Analyze the environment to find an error .................................. 30 9.5.2 Step 2: Collect the trace files ................................................................ 30 9.5.3 Step 3: Create error message............................................................... 30

10 Appendix ........................................................................................................... 31

10.1 Follow-up status-values and responsible groups ................................................ 31

11 Glossary of Terms ............................................................................................ 33

12 Index ................................................................................................................. 38

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Page 4 IRS User Guide 2.1.14 May 2018 SSI QA

1 Authority This document is published under the authority of the Diebold Nixdorf Development Manager and the Quality and Support Director.

1.1 Scope

The IRS User Guide will be extended to cover the structure, business process and “how do I - questions” for the Issue Reporting System.

1.2 Publication History

Below is listed the change history of this document.

Version Date Author Changes

Release 2.1.11 08.10.2014 M.Schütt Append Chapter 7.2 FAQ

Release 2.1.12 07.10.2016 M.Schütt Change the design to Diebold Nixdorf and change company name.

Release 2.1.13 15.05.2017 M.Schütt Change Chapter 1 Authority

Release 2.1.14 07.05.2018 M.Schütt Change Chapter Password policy

1.3 Location of This Document

This document is stored in the Intranet. Print outs will be distributed via Diebold Nixdorf Retail Division Service Stations International in Hamburg.

1.4 Distribution

This document will be stored in the Diebold Nixdorf intranet and sharepoint.

1.5 Related Documents

Document Author Issue From date

1

1.6 Authorised Signature

Name Title Signature Date of Signature

1.7 Change Control

This document forms part of the project Baseline and is under Change Control. The Change Board responsible for this document consists of

Name Title Date Signature

Rainer Brockmann Quality and Support Director

Ivan Bublyk Development Director

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2 Introduction

2.1 Structure of the Guide Issue Reporting System Access

Chapter 2 tells you about getting access to the WEB enabled Issue Reporting System IRS.

IRS User Interface

Chapter 3 tells you about the general usage of the IRS

Create a new Report

Chapter 4 tells you how to create a new report with all details

Edit a Report

Chapter 5 tells you how to edit a report with all details

Search Report

Chapter 6 tells you how to search for a certain report using different search restrictions and

criteria.

Workflow in IRS

Chapter 7 tells you the concept of the workflow in IRS

Content IRS

Chapter 8 tells you the content of an issue

Appendix

Glossary of terms

Index

2.2 Notational Conventions We have highlighted certain parts of the text to make them clearer. We have used the following attributes to make the manual easier to read: Bold The names of functions and programs appear in bold type.

Note Important information and remarks appear here.

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3 Issue Reporting System Access

3.1 Access to NAMOS IRS page To get access to the NAMOS Issue Reporting System (NAMOS IRS) please use a WEB browser. Type into the address field the internet address of Service Station International.

http://ssi.wincor-nixdorf.com/NamosRTS and press the Go button. You will get access to the main page of the Diebold Nixdorf Service Station International:

Click on to proceed to the IRS.

3.2 How to get access? To get access to the IRS you need to apply for a login name and password. For that reason please contact your project manager or send a request to the SSI support team (see details in chapter Particular login procedure below).

3.3 Login procedure

3.3.1 Standard login procedure

At Loginname: please type in your user name e.g. michael.schuett At Password: please type in your access code e.g. 4711abcd

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Note The password is case sensitive.

Log yourself in by pressing the Login button.

3.3.2 Particular login procedure

Forgotten your password? Email us Click on this link if you have forgotten your

password. You will be prompted with your standard email interface. (The address of the support team of SSI [email protected] will be inserted automatically).

3.4 IRS Homepage After login you will have full access to the Issue Reporting System starting with the IRS homepage showing the Short overview with the issues you have access to.

mailto:[email protected]

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4 IRS User Interface

4.1 NAMOS Reporting menu

The NAMOS Reporting menu gives access to:

NAMOS – Issue Reporting System This tool

NAMOS – Product activation Registration and activation of NAMOS compact and NAMOS paylane licenses

NAMOS – License management Managing NAMOS compact and NAMOS paylane licenses

NAMOS – Development area Area for the Diebold Nixdorf development

Parameter DB Area for checking NAMOS parameter for the Diebold Nixdorf development

Change Request Tracking System CTRS for program changes and program wishes

The NAMOS Reporting menu informs you about the current user logged on.

4.2 NAMOS Reporting explorer

The NAMOS Issue reporting system gives access to:

Home Homepage of the IRS

Documentation How to use the Issue Reporting System How to report issues. What is the content of a well done

reported issue The current user guide of the IRS system NAMOS Performance Logger

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New Report Create new report of issues, change requests, etc.

New report (old style) The same report like the new report with an older style

View report no To work with an already existing NAMOS IRS report number you have to type in the number and press Enter to show the report

View ext report no If you are working with external, customer related reports, you can also search with this type of number to find the corresponding IRS report.

Search Search for an IRS report, quick search access by selecting your stored query and press Go

Cutoff lists Cutoff lists for some companies and countries, depended of the user rights. Only SSI project management creates and change these cutoff lists!

Admin functions Edit your data. Maintain your account data

Logout Leave NAMOS IRS and return to the SSI login page

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5 Work with Reports

5.1 Create New Report To create new reports please click New report in the NAMOS Issue Reporting System explorer on the left hand side of the screen. The workplace will open as displayed below:

Note: Start with the first input at Project: All other necessary and project dependent fields will appear subsequently. This includes also the fact that not all below described fields are always available. Author: The person which creates the new report, will be given automatically

Project: A project defines an entity under which reports are grouped. Reports of projects are increasing numbered. Projects can contain issues to control or track support, errors and others that is covered by different workflows.

Product: Sub group within a project, e.g. to follow up with different products inside the project. Products have a project dependency.

Scope: A scope offers another grouping of projects. This helps possibly to identify major bottlenecks in the application. There is also a project- scope-relationship which restricts scopes to projects where they are useful. Examples are:

NAMOS compact NAMOS MWS NAMOS central NAMOS Documentation

Classification: There are different classification levels defined per project.

Example:

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Error Classification

Fault level 1 (Critical Fault)

- An error so great as to prevent the service station from operation

- Financial integrity or significant business impact.

- Critical daily operations do not function and there is no “work-around” solution For example price changes, financial reconciliation, end of day.

Fault Level 2 (Medium Fault)

- Significant errors, but the site is able to function because a temporary “work-around” solution is available that doesn’t require a new release of the software.

- Errors that create undesirable operating difficulties

- Seriously perturbs the management and/or consolidation of results

Fault Level 3 (Minor Fault)

- The service station business is effected but the daily work can be performed (maybe with work-around) such as:

A device or software function not in regular use is not functioning correctly

Fault is affecting operation of the system but not affecting the business

Inconsistent use of terms

Cosmetic differences from specifications

Typographical errors

Environment: There are different environments defined where the problem occurs. Following environments are optional properties defined on project base:

Site No: Number or other identifier of a service station.

Responsible: On process control sometimes it is necessary to assign a next responsible person who is in charge to proceed the issue. If it is necessary you got a list of possible next responsible persons. This list can vary upon scope and current status. Nevertheless you have to assign a person if the selected follow up status requires it. The new responsible person will be informed about the assignment according to his personal notification settings.

Service type: Optional property on projects base. This field classifies the support level of an issue.

Version (detailed): Optional property on projects base. To narrow in occurring problems you need to define the exact internal version number. For the same project, product and scope there may

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exist different versions throughout the lifetime, which have to be mentioned.

Ext. Ref. No.: If issues or other reports are registered with partner own reference numbers, they can be used additionally.

CRM Ref.: Number of 3rd party tracking system.

Initial status: Each report comment has a status assigned. The first status on a new report is always given by the system.

Subject: Short description of the issue.

Example: Customer display do not display scanned lines

Description: Detailed description of the issue.

Example: The customer display had stop working. Not all information was displayed. The return and total were displayed, but not the scanned items, nor the greeting message.

As soon as all mandatory fields (fields with an asteroid * are mandatory fields) are filled, you can submit this report by pressing the button. The new issue is created and a reference number is assigned

5.2 Working with a report

5.2.1 Search

To edit an existing report please type in the report reference at View report no: or the external report reference at View ext. report no: and hit the enter key.

Remark: Another option is to use result list generated by the Search function in the NAMOS Reporting explorer on the left hand side of the screen. This option will be explained later in the chapter Search Report. The workplace will open as displayed below:

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The header shows current and fixed details like stations, reference number, author, etc. The detailed sections shows entries made throughout the lifetime of the issue. There are detailed information displayed to report the ongoing process control and history of the issue.

5.2.2 Add topics

There are also other buttons like search for files to be added to an issue, print reports or add a new comment:

Browse: Browse for a file which you want to append to the issue.

Upload: After selecting one file the Upload button turns active to upload (append) the selected file to the report (issue).

The maximum file size is limited to 250MB Print report: To printout the report on a list printer. For this purpose another html

page will be opened with the printout layout.

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Add new comment: To add a comment, click the Add new comment button. Than give in the divers follow ups in the appropriate fields.

Add new comment: Same as “Add new comment”, but the style is a little bit different.

5.2.3 Add a new comment

Start with the first input at Follow up status: All other necessary and project dependent fields will appear subsequently. Author: The person which creates the new comment, will be given

automatically

Follow up status: Set the right status for your comment. The possible follow up status depends on the current status and user permissions.

Next responsible: On process control sometimes it is necessary to assign next (Inform) responsible persons who are in charge to proceed the issue. If it is

necessary you got a list of possible next responsible persons. This list can vary upon scope and current status. Nevertheless you have to assign a person if the selected follow up status requires it. The new responsible person will be informed about the assignment according to this personal notification settings.

Version (detailed): Optional property on projects base. To narrow in occurring problems you need to define the exact internal version number. For the same project, product and scope there may exist different versions throughout the lifetime, which have to be mentioned.

Effort: Effort of an action or follow up in work minutes.

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Service type: Optional property on projects base. This field classifies the current support level of an issue.

New service type: Optional property on projects base. A service type can be changed due to new perceptions.

Classification: Narrow down criteria: What is the classification?

Reclassification: Optional property on projects base. A classification can be changed due to new perceptions.

Scope: A scope offers another grouping of projects. This helps possibly to identify major bottlenecks in the application. There is also a project- scope-relationship which restricts scopes to projects where they are useful. Examples are:

NAMOS compact NAMOS MWS NAMOS Documentation NAMOS central

New scope: Optional property on projects base. A scope can be changed due to new perceptions. Due date: Optional property on projects base. The issue has to be ready latest by the indicated date. New due date: Optional property on projects base.

A due date can be changed due to new perceptions.

Subject: Optional property on projects base. A short description of this issue.

Example: Customer display do not display scanned lines

Description: Detailed description of the issue.

Example: The customer display had stop working. Not all information was displayed. The return and total were displayed, but not the scanned items, nor the greeting message.

As soon as all mandatory fields (fields with an asteroid * are mandatory fields) are filled, you can submit this report by pressing the button. The new comment will be added to the report and the detailed view is opened.

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6 User settings (Edit your data) The user settings administer your personal contact dates, mail rules and password.

Login: Login Name of the IRS User

Surname: Surname of the IRS user

Forename: Forename of the IRS user

Email address: Email address for the alert

Phone: Phone number of the IRS user

Fax: Fax number of the IRS user

Mobile: Mobile number of the IRS user

Mail alert: Way and format to send the IRS information to the next “responsible person”.

Password Enter the password with password policies.

Re-type Password Enter the new password again

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Hint for enforced password policy:

Enforce password history - 12 passwords remembered

Maximum password age - 90 days

Minimum password age - 1 hour

Minimum password length must be 8 characters

Three of the following four items: ◾English upper case characters (A - Z)

o English lower case characters (a - z)

o Numeric base 10 digits (0 - 9)

o Non-alphanumeric or special characters, e.g. (!%*-+=/?:;.,)

Submit: If you click Submit your data will be update in our database

Hint: New email address is only accepted if the confirmation mail sent to this mailbox is processed. Until than the old email address is used.

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7 Search Report To search for a report please click onto Search in the NAMOS Reporting explorer on the left hand side of the screen.

A new window will open as displayed below:

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Select a stored search Select a predefined search template or ignore this field for a single template: search

Title: Define a search template by creating a title and save this template by pressing the Save button

Please select a result There are different layouts for search results available. Stay with layout: the standard search result or choose a different one Standard search result.

Start search: This button starts the search procedure after selecting one of the following criteria.

Search in current Search in the last added comment layout:

Author: Narrow down criteria: Who creates the issue!

Project: Narrow down criteria: What project is targeted?

Product: Narrow down criteria: What product is targeted?

Current responsible: Narrow down criteria: Who is responsible tight now?

Current status: Narrow down criteria: What status is with the report?

Current classification: Narrow down criteria: What is the classification?

Current scope: Narrow down criteria: What is the scope?

External Report Search with the external reference number if available. Wild cards Number: like “%” are allowed and substring is located.

Search in detailed report Search in all comments comments:

Scope: Narrow down criteria: What is the scope?

Classification: Narrow down criteria: What is the classification?

Environment: Narrow down criteria: What is the environment the report targets to?

Responsible: Narrow down criteria: Who is responsible tight now?

Status: Narrow down criteria: What status is with the report?

Version (detailed): Search with the detailed version number

Subject: Subject of the report

Description: Description of the report

7.1 NAMOS Reporting workplace The NAMOS Reporting workplace gives access to result lists, sub menu, etc. Within result list you have quick access to detailed issue report by reference number or email option to authors of reports or other responsible persons. Some special list layout offers a sort option by clicking the header column you want to sort.

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8 Workflow in IRS There are currently three different workflows inside the IRS:

Standard Issues

Change Request Issues (CR)

Project Issues

The IRS workflow is complex to allow proper usage by different groups and different suppliers. To control the workflow the IRS uses groups which differ in their function. For example authors, testers, etc. If comments are added to an issue it is important to understand the following rules:

The status of issues can be changed if the current user is member of the “responsible group” of the current status.

The list of follow-up status values depends on the status changes which are enabled for the current user group.

Follow-up status-values and responsible groups”

The list of "next responsible" persons shows the users which are members of the responsible group of the next status.

According to the user settings (see Edit your data under • Admin functions) every new comment triggers an automatic email to the next responsible (this mail is sent from our "Support, SSI" email account always). In general the automatic emailing ensures a proper flow of information and responsibilities. There is an additional virtual status comment for Standard Issues and CR Issues which can be used to submit information (e.g. copy to management) even if the current user is not member of the responsible group. The special rules of this virtual status are as follows:

You can choose an addressee too and an automatic email will be sent to this account person. But neither the current status nor the current responsible will change as the comment is for

information only.

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8.1 IRS Workflow: Standard Issues

8.1.1 Groups by function for standard issues

Function Description

Author Author of reports Examples: Helpdesks, customer test teams, internal test teams, etc. Remark: The author group is the “owner” of the issue and therefore only the author group is allowed to close the issue after final retest or review.

Validator Validation group of the software supplier This group has to investigate new issues (and retest results as well). If more information is required they get in touch with the author to request additional information. Validated bugs are passed to the development for bug fixing. Potential “no errors” or “not reproducible” issues are passed to the controller group for review.

Controller Controller group of the software supplier The controller builds the interface to the author / customer. Bug fixes which have passed the quality testing are “released” to the “author” at the time of the delivery. Issues in status “no error” or “not reproducible” are reviewed and passed to the author (“rejected”).

Developer Development group of the software supplier The development receives validated issues from the validation group. After the implementation of bug fixes or changes the issues are marked as “solved”.

Builder Integration group of the software supplier The integration passes issues from status “solved” to status “testing” at the time the installation package is ready for testing. Remark: This step is important if multiple components have to be integrated.

Tester Test team of the software supplier Before delivery bug fixes have to pass internal testing. The test team works on status “solved” and “testing”. Depending on the test result the issues are passed back to development (“test failed”) or passed to the controller (“test passed”).

Escalation Management Escalation Management In case of disagreement the escalation management has to take the final decision. For example: An issue has been rejected as “no error” by the controller but the author does not accept this statement. Then the escalation management has to decide if the issue becomes “closed” or “accepted”

In practice some of the groups may be linked to the same personnel, e.g. validation and test team.

8.1.2 State-flow for standard issues

Current status:

Each report comment has a status assigned. The latest comment defines the current status of a report and drives to the possible follow-up states. This is defined by a workflow diagram. Additionally to the follow-up states a group-map is defined to control possible next responsible employees by group assignment.

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Color code of available function groups: Author Validator/Support Development Builder Tester Controller Escalation Management

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8.1.3 Status-values and responsible groups for standard issues

The following spreadsheet shows a complete list of the status values for standard issues including a description and the responsible groups.

Status Description Responsible group

<New report> Report creation Author

Reported (First status)

The issue is reported and investigation is required Validator, Support

Accepted The issue is accepted by the supplier and passed to the development

Developer

In validation The issue is in validation. Problem is in clarifying

Validator, Support

Processing The development is working on the issue Validator Developer

Solved The issue is solved by development and the installation package has to be built

Builder

Testing The installation package is available and the issue has to be tested by the quality of the supplier

Tester

Test failed The test by the quality of the supplier has failed and the issue is passed to the development again

Developer

Test passed The test by the quality of the supplier has passed and the issue waits for the delivery to the author / customer

Controller

Released The installation package is delivered to the author / customer and needs final test.

Author

Closed The issue is finally closed by the author / customer <not applicable>

Not OK The test by the author / customer has failed and the issue is passed to the supplier again for investigation.

Validator

No error (CR/WAD)

The issue is investigated by the validation team of the supplier as “no error” (e.g. change request or works as designed). A review by the controller group of the supplier is required before the issue is passed to the author / customer as “rejected”.

Controller

Not reproducible

If the validation team cannot reproduce the problem (even after collecting “more information” from the customer) then it is passed to the controller team as “not reproducible”. The controller team has to review the issue before it is passed to the author / customer as “rejected”.

Controller

More information requested

During investigation it may be necessary to collect more information (e.g. traces, backups and screenshots). After upload of the data the author has to send the issue to the validation team with status “reported” again.

Author Validator

Rejected The issue is “rejected” by supplier in the meaning that no change has been done. Either the issue requires a “change request” or is just not reproducible. After final review or retest the issue may be closed by the author or will be sent back to the supplier in case of “not acceptance”

Author

Not accepted The “rejection” of the issue is not accepted by the author / customer. The validation team has to check if “more information” is required or if the issue has to be passed to the “escalation management”

Validator

Escalation An issue has been rejected as “no error” but the author does not accept this statement. Then the escalation management has to decide if the issue becomes “closed” or “accepted

Escalation Management

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Status Description Responsible group

Different error The investigation of negative test results (Not OK) has shown the original problem to be fixed but new problems popping up. In this case the issue is passed to the controller team for review and the author has to be informed that new issues should be created regarding the new problems.

Controller

Comment This is a virtual status to enter additional information without change of the current responsible. For example

The management gets a copy for information

The author wants to pass additional information which may help in the solution of the issue.

Author Validator Controller Developer Tester Builder Escalation Management

8.1.4 Hints for the usage of IRS Standard Issues

Based on the practical experience we like to give some recommendations about the selection of “Status” values.

8.1.4.1 Hints for Development / Suppliers

Status “No error”

This status deals with “no errors” in the sense of “working according to the specification”. It should not be used if the issue has to be fixed (or changed) in a different part of the software. In this case just pass the issue to the next responsible in a working status like “reported”. If the “scope” needs to be changed please contact our “Support, SSI” group. Status “Not reproducible”

This status is meant for issues which cannot be reproduced in the mentioned version. If the issue does not happen any more in a later version then it is most likely fixed or changed in the meantime and should be listed in the next delivery note. Therefore we recommend using the workflow “solved”, “test passed”, “released” in this case.

8.1.4.2 Hints for Authors / Test teams

Status “Not OK”

This status deals with the fact that an issue still shows the same problem. Please don’t use this status if new problems appear in the retest. To allow proper tracking and investigation it is recommended to close the original issue instead and create new issues regarding the new problems.

8.2 FAQ (Frequently asked Questions) This function will be used only for frequently asked questions The number of attributes are reduced, so that there will be no classification, environment, site no. nor version. Scope is used to separate customer from each other. The product specifies the area (like NAMOS compact/retail/central/paylane/FDC). There is only one subject on the first issue present. Remaining comments contains only description. If the project is FAQ only the product, scope, subject and description is available. For this report it is possible to append files.

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The status flow for FAQ:

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9 Issue content

9.1 SSI Issue forecourt area Before contact SSI support team and before creating an error message please check all listed topics. SSI Support team: Hotline: +49 40 63603 246 e-Mail: [email protected]

9.2 Content of error messages in forecourt area What had happen?

Which devices were affected (e.g. pump 1 or tank gauge 7) Description of situation (e.g. pump 1 in error state after start) What did the cashier see (e.g. pump with lightning on button) What did the cashier do (e.g. start the pump) Which error number did occur (e.g. "1100 – device offline")

When did it happen? Date and Time Ticket number

Further information Happened only once or is it reproducible? Software versions?

Necessary trace file

Please run "Save Traces" Collect “PEEP Traces” for the DOMS box if necessary.

9.2.1 Detect the situation

Please make yourself familiar with the error situation on the site / in the lab Location? (Site number / lab / pilot installation) In which area did the error occur? (Forecourt / MWS / retail / central) Which environment is in use? (DOMS, POSTEC / etc.) Type of devices and manufacturers? (GILBARCO / S&B / IGEM / etc.) Forecourt configuration? (How many pumps / how connected?) Check against real site / not site survey! Type of installation? (Resilience / etc.) Where did the error occur? (Pump 1 / ATG / Tank / Price sign / etc.) What had really happened? Please do not guess - Please give a data flow? The status before (Pump runs well or the pump never runs) What had happen before? What had happen afterwards? Under which circumstances? (e.g. only while recalling the layaway) Date of problem (not only "today")? Exact TIME of problem (if possible please provide also the ticket number)? Impacts? Happened only once or is it reproducible / permanently? What was displayed to the cashier on which POS?

(e.g. "Error at FP. Product locked") What is traced in "WDM.jou"?

mailto:[email protected]

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9.3 Example “Pump not working”

9.3.1 Step 1: Analyze the environment to find an error

Please check in case of "Pump not working":

1. Pump has power. 2. Pump controller has power 3. FDC system has power 4. In case of Master – Slave. Both systems are up and running. 5. Pump buttons are visible on the POS 6. Pump is physically connected to pump controller. 7. Pump is marked as "online" at the pump controller. 8. Pump controller is still running (heartbeat-display) 9. Please check configuration of pump controller:

Types, Number and numbering of devices Connection type Number of nozzles Product assignment to nozzles

10. Pump controller has a LAN connection to FDC 11. Pump controller has a well-known IP address and an assigned host name. 12. Pump controller is reachable by the WDM-Master computer (e.g. with "PING") 13. Pump controller is reachable by the backup computer (e.g. with "PING") 14. FDC can receive heartbeats from pump controller

(E.g. see IBR.log with loglevel = 3 (set bustrace to 3)) Sockets defined?

15. Start the forecourt: FDC has communication with pump controller (e.g. see IBR.log). 16. All products have prices. 17. Prices for ALL products are available in FDC 18. Please check configuration of FDC

Number of products Number of devices Same assignments as in pump controller configuration Correct control mode is assigned (Pre-Auth-Release for KONTRELL, else Auto-

Release) Check TSS.net the same on all systems Was FDC Golive executed on all systems after configuration changes?

9.3.2 Step 2: Collect the trace files

If you cannot solve the situation alone, please select the trace files: Please run the function "Save Traces" on the POS and attach the zip file to the error message.

9.3.3 Step 3: Create error message

Subject: Short summary of the problem in a few words Description: This must show full details of the problem including history: Please provide all information you have collected in step 1 Provide a script how to produce the problem Attachments: Attach all necessary trace files, backup files and screen shots Finally ask yourself: Is it enough information that my colleague knows the same about the situation as I do? Example: “Price change" Example: What is a “price change"?

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9.4 Content of error messages in NAMOS What had happen?

Which devices were affected (e.g. No device, Inventory problem) Description of situation (e.g. Quantity is frozen, Stock is closed What did the cashier see (e.g. Cannot save a second inventory) What did the cashier do (e.g. Restart NAMOS retail, login with a

different user) Which error message did occur (e.g. "Stock is closed”")

When did it happen? Date and Time

Further information Happened only once or is it reproducible? Software versions?

Necessary trace file

Please run "Save Traces" and downloaded for the IRS system. Collect backup files

Please run "Backup" Collect backup file and downloaded for the IRS system.

9.4.1 Detect the situation

Please make yourself familiar with the error situation on the site / in the lab Location? (Site number / lab / pilot installation) In which area did the error occur? (MWS / retail / central) Which program is in use? (Inventory, Item maintenance, EoD / etc.) Type of installation? (NAMOS retail, compact, or central) Where did the error occur? (POS, retail, central) Did the error occur for a “special” user? (Is it an error for one user or a group of users) What had really happened (please do not guess) – Please give a data flow? The status before. (The function runs well or the function never

runs) What had happen before? What had happen afterwards? Under which circumstances? (e.g. Saved a inventory) Date of problem (not only "today")? Exact TIME of problem (if possible please provide also the ticket number)? Impacts? Happened only once or is it reproducible / permanently? What was displayed for the user?(e.g. "Stock is closed”)

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9.5 Example “Inventory is not possible”

9.5.1 Step 1: Analyze the environment to find an error

Please check in case of "Inventory is not possible":

1. Is the NAMOS retail login OK? 2. Is the NAMOS server active? 3. Is there an error message for the event manager? 4. Is the program inventory available? 5. Is there new version of NAMOS retail installed? Update? 6. Is there an HHT available? 7. Was it an inventory by a HHT? 8. Is the HHT ready? 9. Is there a connection between NAMOS retail and the HHT? 10. Is it possible to send other documents and items to the HHT? 11. Is it first inventory this day? 12. Was it the first inventory for the site manager 13. Has he the user rights to create an inventory 14. Has he the user rights to save an inventory 15. Has he the user rights to commit an inventory 16. Is it possible to append an item? 17. Is it a problem to append a special item? 18. Press the refresh button to load all data 19. Could the site manager save the document? 20. Is the stock for another inventory open? 21. Is it possible to print the inventory? 22. Is it possible to change the quantity for the item in the document? 23. Is the calculation for the price and quantity OK? 24. Could the site manager commit the document? 25. Is the quantity for the item OK? Have a look for the item maintenance and the quantity list.

9.5.2 Step 2: Collect the trace files

If you cannot solve the situation alone, please select the trace files: Please run the function "Save Traces" on the NAMOS retail and attach the zip file to the error message.

9.5.3 Step 3: Create error message

Subject: Short summary of the problem in a few words Description: This must show full details of the problem including history: Please provide all information you have collected in step 1 Provide a script how to produce the problem Attachments: Attach all necessary trace files, backup files and screen shots Finally ask yourself: Is it enough information that my colleague knows the same about the situation as I do? Example: “Inventory not possible"

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10 Appendix

10.1 Follow-up status-values and responsible groups The following spreadsheet shows a complete list of the possible follow up status values which are available for the responsible groups.

Status Follow up status Valid for group

<New Report> reported Author

Reported Reported Accepted Solved No error (CR/WAD) Not reproducible More info requested In validation

Validator

In validation Solved No error (CR/WAD) Not reproducible More info requested Accepted

Tester, Validator

Accepted Processing Solved No error (CR/WAD) Not reproducible

Developer

Processing Processing Validator

Processing Processing Solved No error (CR/WAD)N Not reproducible

Developer

Solved Testing Builder

Solved Test failed Test passed

Tester

Testing Test failed Test passed

Tester

Test failed Processing Solved

Developer

Test passed Released Controller

Test passed Closed Author

Released Closed Not OK

Author

Not OK Accepted More info requested Different error

Validator

No error (CR/WAD) Reported Rejected

Controller

Not reproducible Reported Rejected

Controller

More info requested Reported Closed

Author

More info requested More info requested Validator

Rejected Closed Rejected Not accepted

Author

Not accepted More info requested Escalation

Validator

Escalation Accepted Escalation Management

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Status Follow up status Valid for group

Closed

Different error Released Controller

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11 Glossary of Terms Abbreviation Definition AC Alternating Current

ACK Acknowledge Signal

Adr Address

Amt Amount

API Application Programming Interface

ASCII American Standard Code for Information Interchange

ATG Automatic Tank Gauge

ATM Automatic Teller Machine

AVR Automatic Vehicle Recognition

BAPI Business Application Programming Interface

BBL Boutique Baie Lavage – denotes a specific interface

BIC Business Identifier Code

BIN Bank Identification Number (the first 6 digits of card no.)

BNA Bank Note Acceptor

Borne French term for a central OPT typically assigned to more than one pump

BOS Back Office System

BOS Ext NAMOS Back Office System Extension

CAL Central Audit Log

CAN Controller Area Network

Cardmon Card handling process Manager

CD Control Device

CDN Customer delivery note

CEE Communauté économique européenne

CIT Cash In Transit

CNG Compressed Natural Gas

COCO Business Mode: Company Owned Company Operated

CODO Business Mode: Company Owned Dealer Operated

COM Component Object Model For example: RS 232 Interface

Cons-nt Consolidation process

Controller NAMOS i-4court processor unit, to control the converter and communicate with the WDM

Converter NAMOS i-4court device to handle the forecourt with different protocols

CPB Central Price Book

CRC Cyclic Redundancy Check

CRIND Card Reader in Dispenser

CR-PMM Convenience Retail Product Master Merchandising

CVX Chevron

CW Car Wash

CWS Cashiers Workstation

DAC French abbreviation for an OPT integrated into the pump head

DB Data Base

DC Direct Current

DE Data Exchange

DEoD Dealer End of Day

DHCP Dynamic Host Configuration Protocol

DIN Deutsches Institut für Normung, German Institute for Standardization

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DISP IFSF Dispenser Device

DMB DOMS Multiplex Bus

DN Diebold Nixdorf

DODO Business Mode: Dealer Owned / Dealer Operated

DOMS Name of Forecourt controller

DSB DOMS Serial Bus

DSE Daily Sales Export

DSP Dispenser

DVD Digital Versatile Disk

DVI Digital Visual Interface

ECR Electronic Cash Register

EDP Electronic Data Processing

EFT Electronic Funds Transfer

EFT Plugin COM module of the POS application designed to interface External EFT modules

EKW Accounting report from E.K. Williams

EOD End of Day

EOS End of Shift

EPC Embedded Personal Computer

EPS Electronic Payments System (pin pad)

ESD Electro statically Sensitive Devices

FCC Forecourt Controller

FDC Forecourt Device Control

FDM Forecourt Device Management

FICO Financial Control

FP Fuel Point

Forecourt The whole fuel station with pumps, tanks, price sign, etc.

FPS SHELL Fuel Pricing System to manage retail fuel prices

FRD Functional Requirement Document from SHELL

FST Forecourt Services Terminal

FTP File Transfer Protocol

GDPDU Generally-accepted accounting principles in computer-assisted accounting systems/principles of data access and the auditability of digital documents

GIE Groupement d'intérêt économique. French institution responsible for regulations for French bankcards.

GND Ground

GSAP Global SAP

GST Goods and Services Tax

GUI Graphical User Interface

HHT Hand Held Terminal

HO Head Office

HOS Head Office Site

HW Hardware device (Physical device)

IBAN International Bank Account Number

ICM Integrated Cash Management

ICR Internal Card Reader

ID Identification

IDOC Intermediate Document

IEEE Institute of Electrical and Electronics Engineers (www.ieee.org)

IFSF International Forecourt Standard Forum (www.ifsf.org)

Ingenico Supplier of card handling systems and card reader hardware

http://www.ieee.org/

http://www.ifsf.org/

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IOP Input Output Processor

IP Internet Protocol

JRE Java Runtime Environment

KPI Report Key Performance Indicator Report

LA Local Account

LAM Legal Authority Module

LAN Local Area Network

LC Loyalty Customer (Local Account Loyalty)

LCA Local Cash Account

LED Light Emitting Diode

LN Logical Nozzle

LNG Liquefied Natural Gas

LOA Loyalty Customer (Local Account Loyalty)

LON Protocol for Networking Devices Local Operating Network

LPG Liquefied Petroleum Gas (in kg)

LPOS Local POS (Software process controlling Local Account payment BOS)

Mandat Product which is sold still belongs to TFE

MAC Media Access Control

MDI Negative Acknowledge Signal

MOC Major Oil Company

MOP Method Of Payment

MWS Managers Work Station

NAMOS Nixdorf Applications for Mineral Oil Systems

NAMOS central NAMOS Head-Office Application

NAMOS compact POS

NAMOS Point Of Sale Application

NAMOS i-4court Forecourt controller from Wincor Nixdorf SSI

NAMOS MWS NAMOS Managers Workstation Application

NAMOS retail NAMOS Back Office Application

ND Non Deductible

NFR Non Fuel Related

Noz Nozzle

NPE Net Price Environment

NUPI Nuovo Pignone (used as Shortcut for the Nuovo Pignone Device Converter)

NXG Allied NexGen FCC

NZ Nozzle

OEM Original Equipment Manufacturer

OPI Open Payment Initiative

OP-Mode Site Operation Mode

OPOS Ole for Retail POS

OPT Outdoor Payment Terminal

OPT CRIND OPT in pump (Card Reader In Dispenser)

OPT ICR Island Card Rader (Standalone OPT)

PAC Prix d’Accord – Recommended price

PAF Prix d’Affichage – Sales price

PAN Primary Account Number

Paylane Outdoor Payment Terminal

PCC POSTEC Communication Controller

PCD IFSF Protocol Converter Device

PDA Personal Digital Assistant

PE Protective Earth

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PEN Protective Earthing

PED Pin Entry Device

PIN Personal Identification Number

PLU Price Look Up

PMG Payment Gateway

PNG Price Sign

POS Point of Sales

POSTEC Name Forecourt Controller

PP Price pole

PRT Printer

PSN Price Pole Sign

PSS 5000 DOMS Forecourt controller (PSS = Petro Site System)

Pump Physical Dispenser Device

QSR Quick Service Restaurant

RCM Retail Cash Management

Retailer Site Manager

RFC Remote Function Call

RFID Radio Frequency Identification

ROA Received On Account

RP Red Prairie (BackOffice Software)

Rx Receiver

SBC Single Board Computer

SCOM System Center Operations Manager

SD-Card Secure Digital Memory Card

SEG Segment (Price pole Segment)

SEL Shelf Edge Label

SHA Secure Hash Algorithm

SIC Stock Inventory Control

SIC Ordering System Integrated Calculation

Site Service station

SHA Secure Hash Algorithm

SKU Sales Keeping Unit

SQL Structured Query Language

SSI Service Stations International

SSO Service Station Operator

SSR Service Station Retailing

SU Super User

SW Software

TA File Transaction File

TCP/IP Transmission Control Protocol/Internet Protocol

TDS Tank Data Set

Telnet Transmission Control Protocol

TFT Thin Film Transistor

TLG Tank Level gauge system

TN-S Terre Neutre Séparé

TOV Total Observe Volume

TP Tank Probe

TR Transaction

TX Transmitter

UI User Interface

UPS Uninterruptable Power Supply

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USB Universal Serial Bus

VAT Value Added Tax

VDE Verband der Elektrotechnik Elektronik Informationstechnik e.V. Association for Electrical, Electronic and Information Technologies e.V.

VGA Video Graphics Adapter

VIS Vehicle Identification System

VIT Vehicle Information Transceiver

VIU Vehicle Identification Unit

Vol Volume

VPOS NAMOS Virtual point of sale (background process which handles fuel transactions automatically)

VRN Vehicle Registration Number

Vuser Virtual User

W&M Weight and Measures Authority

WDM Wet Data Manager

WLAN Wireless Local Area Network

VRMC Vapor Recovery Monitoring Control

VRMS Vapor Recovery Monitoring System

VRMU Vapor Recovery Monitoring Unit

W&M Weight and Measures Authority

WN Wincor Nixdorf

WN SSI Wincor Nixdorf Service Station International

WWC World Wide Calculator

XML Extensible Mark-up Language

XML2PCC Name of the interface module to connect the POSTEC PCC.

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12 Index

A

Access to NAMOS IRS ............................ 6 Add a new comment .............................. 14 Add new comment ................................. 14 Add topics ............................................. 13 Author ................................................... 20 Author ............................................. 10, 14 Author ................................................... 23

B

Builder ................................................... 23

C

Classification ............................. 10, 15, 20 Controller............................................... 23 Create New Report ................................ 10 Current classification ........................... 20 Current responsible ............................. 20 Current status ...................................... 20 Current scope ........................................ 20

D

Description ................................ 12, 15, 20 Developer .............................................. 23 Due date ............................................... 15

E

Edit your data .................................... 9, 17 Effort ..................................................... 15 Environment .................................... 11, 20 Escalation Management ........................ 23 External Report Number ...................... 20 External reference number .................... 12 external report number ............................ 9

F

FAQ ....................................................... 26 Followup status ..................................... 15 Follow-up status-values and responsible

groups ................................................ 32

G

Groups by function for standard issues . 23

H

Hints for Authors.................................... 26

Hints for Development .......................... 26 Hints for Test teams .............................. 26 Hints for the usage of IRS Standard Issues

.......................................................... 26 Home ...................................................8, 9

I

Initial status ........................................... 12 IRS page ................................................. 6 IRS User Interface .................................. 8 IRS Workflow ........................................ 23

L

Login procedure ...................................... 6 Logout ..................................................... 9

N

NAMOS IRS Access ............................... 6 NAMOS IRS Homepage ......................... 7 NAMOS IRS page ................................... 6 NAMOS Issue Reporting System Access 6 NAMOS Reporting explorer .................... 8 NAMOS Reporting menu ........................ 8 NAMOS Reporting workplace ............... 20 new comment ....................................... 14 New scope ............................................ 15 New service type................................... 15 Notational conventions ............................ 5

P

Particular login procedure ....................... 7 Please select a result layout................ 20 Print report ............................................ 14 Product ................................................. 20 Product ................................................. 10 Project ............................................. 10, 20

R

Reclassification ..................................... 15 Report ................................................... 12 report number ......................................... 9 Responsible .......................................... 20

S

Save ..................................................... 20 Scope ........................................ 10, 15, 20 Scope change ....................................... 26 Search ............................................... 9, 12

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Search ................................................... 13 Search in detailed report comments ...... 20 Search Report ....................................... 19 Select a stored search template ............ 20 Service type .................................... 11, 15 Standard login procedure ........................ 6 Start search ........................................... 20 State-flow for standard issues ............... 23 Status .............................................. 20, 24 Status-Values and responsible groups for

standard issues .................................. 25 Structure of the guide .............................. 5 Subject ...................................... 12, 15, 20

T

Tester .................................................... 23 Title ....................................................... 20

U

Upload .................................................. 14 User settings ......................................... 17

V

Validator ............................................... 23 Version (detailed) ....................... 12, 15, 20 View ext. report no View external report number ................... 9 View report no View report number ................................. 9 Virtual status ......................................... 22

W

Work with Reports ................................. 10 Workflow ............................................... 22 Working with a report ............................ 12