Issue Reported : For.e.g It is reported by the counter PA at Srikakulam HO, the name of the PostOffice in the passbook front page is showing as SRIKALAHAS, ANDHRA PRADESH, INDIA, 532001. instead of SRIKAKULAM, ANDHRA PRADESH, INDIA, 532001.

Solution: Check the city code linked to the address of the Post office or the customer address. Then validate the city code description in the menu HRRCDM. Either the HRRCDM city code in the customer's address / Post office address has to be changed in the address details or the description of the particular code has to be changed in HRRCDM menu.

HRRCDM access is given to DOP Operations team to maintain the details.

2.1.2. Passbook not enabled at the account level

Solution: The passbook is not enabled at the account level. The same has to be modified at the account level for passbook printing.

For PPF account, the menu HACM has to be used for modification of the field A/C statement in the General Details tab.

For SCSCC accounts, the menus CSCAM/SCSSMAV to be used

For MIS accounts, the menus CMISAM/MISAMAV to be used

2.2. Signature related errors

2.2.1. Signature view issues due to desktop settings not proper

Solution: Please check the desktop settings and then try viewing the signature.

2.2.2. Signature view issues due to access not provided

Solution: The issue is present due to the access not provided to the particular user. The changes have to done in the user creation by modifying the USER GROUP NAME to ADMIN

User to contact the DOP Operations team to get the issue rectified.

2.2.3. Signature/photograph view issue

Error Screen shot

Solution

Check for the signature view from other user id and other location, preferably DOP Operations Team. Issue may be with the desktop settings. The above issue is not occurring for the below user id as per the screenshot attached.

Solution Screenshot

2.2.4. Signature view issues - Steps to identify the exact issue

Issue Reported : Signature is not displayed

Solution: The signature not displayed might be due to several factors like

· Desktop Setting not done properly ]

· Access not given to the user. ] Explained in 1.2.1 ,1.2.2 and 1.2.3 above

· Signature not uploaded properly

If signature is not uploaded in Finacle, system will show the below details:

· Signature not migrated due to huge size.

Any signatures present in Sanchay Post database which is above 30kb size shall be dropped while migrating in Finacle. After the data upload, as a part of the recon details, Infosys shall provide the details of signatures dropped during upload. POs need to ensure that when the customer whose signtaure is dropped comes to the PO, fresh signature mandate is captured using a new 'account opening form' and customer's transaction is allowed based on the fresh signature mandate. POs to ensure that the account opening form is clearly identified by writing 'Signature mandate' on top of first page of the form . They should also clearly mention the CIF id and account number on the form. The form shall be sent to CPC for scanning and upload of signature in Finacle.

2.3. Issues in Certificates

2.3.1. If any transaction is in entered status and on posting the transaction, it throws exception:

Exception would have the format - 3 letter code – Exception Description.

Following steps to be carried

· Credit & Debit legs accounts are proper

· Check the transaction is a valid one

· Then disable the exception through HEXCDM menu

· Post & verify the transaction (Then proceed with EOD)

· Then enable the exception through HEXCDM menu

2.3.2. NSC/KVP accounts not fetched

Error Screen shot

Solution

The input criteria provided in the Registration No. field is incorrect. R has to be suffixed for Registration number. For similar error ,users should always cross check that all inputs provided is correct as sometimes wrong product type is given, some times wrond cif id is given.If all inputs are correct, then Cancel the closure through HCAACVTD menu and try closure once again through CACCAAC menu.Issue might have been due to slowness/network

2.3.3. Certificate not available in Finacle ( record not migrated)

Issue Reported : At NSC Counter, A NSC is presented by Customer Of Rs.10000/- In the name of Shri Harish R Jakhete with Regn No. 80537 dated 21.10.2005 Certificate No.69EE265815 . But while Discharging the certificate, the error shown is as "No records fetched". Hence it is not possible for us to discharge the certificates.

Solution: There is a possibility that the certificates are not migrated. Please check re-conciliation report if NSC was avilable in Sanchay Post or check data digitization sign off report if NSC were issued manually. Approach DMCC.

2.3.4. Issues during Discharge of Certificates

Whenever the Certificates are discharged, the cash transactions are done by the user for paying out the proceeds to the customer. At the same time, the NSC/KVP account needs to be closed by the teller in Finacle.

2.3.5. While transferring an account from one sol to another in HACXFSOL menu,error faced is “Fatal error. CMG details not found"

In such case,the user need to check if the cif id associated with the account or with the joint holder is deleted or not by checking in CMRC menu in inquire mode.If it is deleted,then the user may not be able to transfer the account from one sol to another

2.3.6. Certificate number is mising and is not attached to the Acocunt.

1. Please check the status of an instrument using HIMI menu by providing details such as Date/Cerificate Alpha/Number etc.

2.3.7. Not able to print Certificates

1. The certificate needs to be printed as and when it is given to the customer.

2. In case the certifcate is manually written and shared it with customer - a dummy print needs to be executed in Finacle. Ensure printed succesfully radio button is ticked and submitted during executing the menu HDRP.

3. The critical point is certificate inventory should be moved from DL (double lock) to EM (Employee Location) as and when printing is required.

4. There Should never be a case where a customer is given a hand written certificate and print is fired later. This would lead to mismatch of certificate number.

5. In case certificate is wrongly printed and the customer has returned or the post office is in possetion of the wrong certificate - a duplicate certificate needs to be printed using HDUDRP menu option.

2.4. Errors in Agents Portal

2.4.1. 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.

2.4.2. Accounts not visible for the Agents

Possible reasons for ACCOUNTS NOT VISIBLE FOR AGENTS

Ø Same Agent might have SAS and MPKBY agency.

Ø 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.

Ø 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.

2.4.3. 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.

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

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

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.

2.5. MIS/TD/SCSS Interest issues

Issue Reported : For Example, Mis Account number 0008079307 interest is calculated by finacle is Rs.

338/- . It is calculated manually that the actual interest is Rs. 344/-From that it is clear that Rs. 6/- is showing excess. The following are the details of the account

Name: K Thuraichi

A/C Type: MIS

A/C no: 0008079307

Principal amount: 49500/-

Opening date: 23-12-2011

Solution:

The MIS accounts interest is applied during EOD by the batch job GEN18. Steps to find out the reason for difference in interest amount

1. Check the SOL id of the account.

2. In the EOD reports of the interest run of the account, this account will also be present.

3. The .SUC report shows the total interest calculated amount till date. System deducts the last interest applied amount (migrated data) and then applies the rest of the amount.

Example given is wrong as it is showing that Finacle is paying excess interest whereas the solution saya that Finacle pays interest less due to excess interest paid before migration.

2.5.1. MIS/TD/SCSS Interest not generated

Issue Reported : The interest is not generated for MIS/TD/SCSS account

Solution:

The recommended sequence to be followed by the user:

1. Check the next interest run date using HAINTINQ

2. If the next interest run date is less than current date, then

a. check if there any pending modifications of the account by trying to cancel or verify the account.Check in HAFI menu for the latest modification on the accounts.

b. cancel or verify the same and request DOP IT/CEPT team to run HACINT for this account

3. If the next interest run date is greater than current date, then

a. check if the interest has run for the month already in HTDTRAN

b. If there is no record for the month, then

i. check the net interest credited for the account till date using HAITINQ

ii. compare the above figure against the net interest expected till date (expected interest can be viewed in flow details tab of account modification menu or HTDINT)

iii. If the numbers match, then the expected interest amount has already been generated and hence no interest run happened

2.5.2. Unable to pay MIS/TD/SCSS interest amount

Issue Reported: Unable to pay MIS/TD/SCSS interest amount from Sundry Account

Solution:

The recommended sequence to be followed by the user:

1. Check the interest amount generated and interest already paid using HTM :

a. HTM --> Add --> C/NP --> Sundry account as Account Id --> any amount --> Click on Additional part tran details --> Go

b. Give no values to Start and End amounts, and no values to Start and End Date -->Filter as Select-->Ref No as MIS Account Number--> Submit

c. The interest generated amount will be displayed under 'Tran. Amt.' and interest paid to the customer will be displayed under 'Reversed Amt.'

d. If a generated interest has already been paid to the customer, that reversal transaction can be viewed by clicking on the icon under 'Contra Tran Details' :

e. The 'Contra Part Transactions List' window gives the transaction details. By Clicking on the icon under the first Column, further details of the reversal transaction can be obtained:

2. If the interest amount generated is not reversed, then the user may payout the generated interest amount

2.5.2.1 Value Date should be prior to the responding Date

Issue Reported :The teller has tried to withdraw interest from HTM and it shows error "Unable to debit. The value date should be prior to the responding date"

Solution:

This Error Occurs when ever user is trying to withdraw interest amount from sundry account by revesing the interest credit transaction of MIS/TD/SCSS account prior to the value date of the Interest credit transaction. Hence please check the value date of the Interest credit transaction in HTDTRAN menu.

System will allow to withdraw interest amount on or after the value date of the interest credit transaction.

Inquire Tran value date in HTDTRAN.

2.5.2.2 Wrongly Deposited in TD/MIS/SCSS Sundry account

Issue Reported:During interest payment from MIS/TD/SCSS sundry account to SB account by mistake user has debited SB account and credited Sundry account. Now how to withdraw this credited amount from Sundry account.

Solution:

Here we have to reverse the correct transaction.

1.Invoke HTM menu and give debit account as MIS/TD/SCSS Sundry account

2. Navigate to Additional Part tran details screen

Change Filter to "SELECT" and give Start date and end as Tran date of Sundry credit transaction date and then click on Go then it will fetch all transactions of given amount and date.

Click on Tran Details look up to cross check the transactions details.If this is the Sundry credit transaction then reverse the transaction and pay to the customer.

2.5.2.3 Error During Interest payout through Cash Mode in HTM

Issue Reported:User is not able to do a Cash/Cash Transfer transaction and getting error

Solution:

Only teller can do a Cash/Cash Transfer transaction in HTM menu. Please try with teller who has linked with CASH account.

If cash account is not linked to the teller then it can be checked in HGECM menu.

2.5.3. MIS/SCSS/TD Account Closure issues

Issue Reported: During closure of TDA type accounts user are not able to verify the closure and facing below error

Solution

The closure process has to be cancelled in HCAACVTD. User has to give the repayment account in closure details tab which is opened on or before the closure value date in HCAACTD.

2.5.3.1 Less PMI /Over due interest has been paid by the system

Issue Reported: Less PMI /OverDueInterest has paid for MIS/SCSS/TD matured accounts.

Solution: PMI Calculation of SCSS/MIS/TD Accounts

PMI/Over due Interest is applicable for Completed months after Maturity .

EXP: SCSS Account 0056584684 was matued on 17-Feb-2015 . This account was closed on 25-Aug-2015 with Closure Value date as 17-Aug-2015.

PMI/Overdue calculated by the system is - 5951.00

Overdue/PMI Calculation:

Total Number of completed months between maturity date and closure value date is given below.

18-feb-2015 to 17-Mar-2015 - 1 Month

18-Mar-2015 to 17-Apr-2015 - 2 Month

18-Apr-2015 to 17-May-2015 - 3 Month

18-Jun-2015 to 17-Jul-2015 - 4 Month

18-Jul-2015 to 17-Aug-2015 - 5 Month

Now total number of days between 18-Feb-2015(Matuirty Date +1) and 17-Aug-2015.

Here total number of days between 18-feb-2015 and 17-aug-2015 is 181

PMI = PNR/100 = 300000*4*181/35600 = 5950.68 = 5951/-.

This is how system calculates PMI.

2.5.3.2 Matured account closure issues

IssueReported : Not able do closure of SCSS/MIS/TD account and getting error Overdue deposit or Interest or Tax deducted at source is not upto date

Solution:

This error occurs during closure of a matured account if there is any pending interest run for the given account. Please check 2.5.1 MIS/TD/SCSS Interest not generated section for pending interest run.

2.5.4. MIS/TD/SCSS Interest pay-out issue from other sol sundry accounts

Issue Reported: During pay-out of interest for TDA type accounts whenever they try to pay the interest from the sundry account of other sol they get the error “This office account can only be inquired from other SOLs” and gets the below error

Solution

The debit/credit of other sol Sundry accounts not allowed.

1. Please contact the CEPT team or DOP IT team to do the sol switch to that sundry account sol using HCCS.

2. Once sol switch is done then debit sundry account of that sol using HTM menu

2.5.5. Tax deduction (TDS) issues for SCSS accounts

Issue Reported: TDS is deducted even after attaching 15H/15G form and Tax category is N-No Tax.

Solution

1. Inquire for that account in CSCAM menu and check for Tax Form and Tax Category. If Tax Form is 15G or 15H and Tax Category is N- No tax then go to step 2. Otherwise the TDS will get deducted for the account as there is no tax form marked for the account.

2. Check in HAFI menu for the latest modification on the accounts where table is GAM or GAC. Click on view details tab.

3. Check for changes done for GAM and GAC by clicking again on view details tab. If Authorized On/By is greater than interest transaction date then TDS is deducted as Tax form and Tax category was attached after the interest run.

2.5.6. MIS/TD/SCSS Account opening issues

Issue Reported: MIS/TD/SCSS account opened with wrong date by mistake, account opening date to be changed

Solution:

1. Once account has been opened and funded, account opening date and corresspoinding interest flows cannot be changed

2. The wrongly opened account has to be closed and new account opened with

a. same CIF ID and amount as the closed account

b. Account open value date as the required (correct) date

3. The Supervisor and superior officers have to be consulted and required permissions taked before doing the above

2.5.6.1 Cif id of savings account different from mis

Issue Reported:While attaching Interest credit account or Repayment account to MIS/TD account in CMISAM/CMISAOP/CMISAOPM getting error "M10 CIF ID OFF SAVINGS ACCOUNT DIFFERENT FROM MIS"

Solution:

This issue occurs when ever value given for Interest credit account or Repayment account during account creation(CMISAOP) or during account modification(CMISAM) does not belong to the main holder of MIS/TD account. Hence we have to give SB account which belongs to the main holder of MIS/TD account.

2.5.7. Difference in closure proceeding of MIS account

During closure of MIS account interest paid is recovered wrongly.

Solution: Interest run happened till dec-2014 but during closure user has been given closure value date as 01-Nov-2014 instead of 01-dec-2014. Hence as per closure excess credited interest(month of Nov) has been adjusted.

2.6. Account opening issues

Issue Reported: While opening account in any scheme users are getting error as "The customer record is not entered through HCCFM menu option".

Solution:

User has to navigate the details page of CMRC for the CIF ID with which account needs to be created to create entry into HCCFM if does not exist. No need to submit the CMRC screen. Post navigating to details page try to create an account. If still error comes raise a ticket in Meops.

2.7. RD issues:

The withdrawal amount exceeds the difference between the principal and lien amount:

What type of lien is being put in RD Accounts? As per discussions held with Mr. Vijayan, there was no need to put any lien in RD Accounts as Finacle is calculating default fee for the premigration defaults also.

Solution :

This issue occurs when there is a lien placed at the account which is being closed. This lien can be seen in the menu HALM. The lien has to be removed by making the expiry date as System Date and then the closure should be done.

There will be no Lien for default fee. DOP has agrred to waive it off.

RD Opening (CRDOAAC):

A. CMSG000292 - Debit Account is having -ve Balance:

Cause: This error will occur when Debit Account ID in transaction details part is not having sufficient balance to debit.

Solution: Either the given debit account need to be funded enough to debit or use any other account which is having enough credit balance to debit.

B. W0205 - The value date must be more than the minimum value date for the account [14-01-2013]. in part tran no – 0

Cause: The above error will occur when the debit account in transaction details part is opened after the account opening value date on which transaction cannot be done with the mentioned value date.

Solution: use any account which is opened before the account opening value date.

C. Error: - The cash account for the entered currency is not available.

Cause: The above error will occur when the user is not a teller and trying to do the CASH type of transaction.

Solution: Attach the CASH account to the user to make teller or proceed with transfer type of transaction.

RD Modification (CRDACM):

A. E4927 - acctCommonInfo.acctGeneralInfo.acctBasic.foracid----Cannot perform the requested operation. Account Maintenance Modification Pending verification.

Cause: The above error will occur when the user is trying to modify an account which is already modified and not verified.

Solution: Verify the previous modification before doing any other modification.

B. E4221 - Document Due Date should be less than maturity date

Cause: Document due date entered is more than maturity date.

Solution: Document due date should be between account open date and maturity date.

RD Payment (CRDP):

A. Credit account is in Invalid status or total dormant

Cause: The above error will occur when the user is trying to do transaction on an account which is frozen due to nonpayment of installments.

Solution: Ideally payment should not be accepted for these account. If still payment need to be processed, check the pending installments in HPLIST and unfreeze the account through HAFSM.

B. Error: - Transaction is not allowed on matured Deposits

Cause: The above error will occur when the user is trying to do transaction on the account which is already matured.

Solution: Ideally payment should not be proceed on matured account. If still payment need to be accepted please differ the maturity date in PMDDRD menu and then check the possibility of payment. Deferment can happen for maximum of 4 months only.

RD Closure (CRDCAAC):

A. RD Acct was successfully closed by the CPA, while verifying the record from Supervisor it showing an error "An unverified record exists for the [0983523996].The account cannot be closed

Solution:- A loan account was opened for the mentioned RD account which is not yet verified. Please cancel the loan account creation in CAOLARDV to proceed with RD account closure

B. RD Maturity Date Falls on a Holiday and user wants to close the previous day.

In this case, Finacle will consider this as a Premature Closure and Full interest will not be paid.Hence user should always be cautious and wait for Maturity Date to be over for closing the account. User can close on the next day of Maturity date

C. CMSG001051 - Lien Exists on the account

Cause: The above error will occur when there is an unpaid loan exists on the RD account.

Solution: Loan needs to paid first through HPAYOFF or HLAUPAY and then only RD closure can be processed.

Note: This error is not applicable in case of premature closure as the system will automatically deduct the loan from RD proceedings.

D. Error - A time stamp error occurred.

Cause: The above error will occur when the account closure is happening on an account which is modified and not verified.

Solution: The account modification need to be verified or cancelled through CRDACM before closing.

If user is not able to verify or modfiy through CRDACM menu(When he tries to modify/cancel the modifications in CRDACM, the cursor automatically switches to Modify mode every time account no is entered and user gets the below mentioned error) like in below screenshot.

Solution:-The issue is because cif_id of the mentioned account has been suspended and modifications are pending for verification in CRDACM. The steps to be followed are:-

1. Unsuspend the cif_id in CMRC and verify it

2. Verify/Cancel the modifications in CRDACM for that account.

3. Suspend the cif_id again in CMRC and verify.

4. Proceed with death closure in CRDCAAC.

E. CMSG000095 - Advance Payments exists for this account

Cause: The above error will occur when there are advance payments exists on the account.

Solution: Account can be closed only after the date till advance payments paid. Till then account cannot be closed.

F. Error: - Closure pending on SI for the account

Cause: The above error occurs when the user trying to close an account on which Standing Instruction (SI) is placed.

Solution: SI need to be removed in HSIM menu to proceed with RD closure.

G. Close failed for undefined reason OR Scheme validation failed.

Cause: The above error will occur when the Repayment A/c. ID is dormant which will not accept any credit.

Solution: Either the mentioned repayment account need to be changed to Active or cancel the closure and use any other account as Repayment A/c. ID.

RD Extension (PRDCM):

A. W0205 - Continuation is not allowed as there are pending installments for this A/c.

Cause: The above error will occur when the user is trying to extend the account for which there are pending installments.

Solution: Check the pending installments in HPLIST. If there are pending installments, extension is not possible. Most of the cases user is trying to extend the accounts which are already extended. That time also the same error will occur.

2.8. Issues in Clearing

2.8.1. Inward clearing issues – Duplicate instrument

Solution

In all such cases, the instrument has to be modified or marked as reject in the inward

clearing process. Attaching the document with the step by step process.

2.8.2. Instrument is post dated

Solution

In such cases, the below step by step process has to be followed

1. Invoke HMICZ , select function as 'Revoke Suspension' and enter the zone code

2. In HICTM menu, select modify function and click on Go.

3. Next screen click on Accept

4. The next screen shows the records which has the post dated instrument date. Modify the record with the proper instrument date and submit

5. Verify through another user

6. Invoke HMICZ and suspend the zone.

7. Invoke HMICZ and run 'Validation run' and 'Validation report'

8. Invoke HMICZ and Post the zone

9. Invoke HMICZ and close the zone

2.8.3. Instrument type is invalid for scheme

Solution

The account 0025387513 belongs to the scheme code SBGEN, hence the issue. The instrument type CHQ is not valid for this scheme code. If the cheque number in invalid then also this error is thrown. The account entered here should belong to the scheme type SBCHQ.

2.8.4. How to change from SBGEN to SBCHQ if it is a cheque account and migrated as SBGEN and how to enter available blank cheque numbers?

Transfer the account to SBCHQ using the menu HACXFRSC and issue the cheques via HICHBA menu.

HACXFRSC Menu Screen shot.

2.8.5. Outward Clearing Issue - Sort code not present for a particular bank and branch combination

Issue Reported : When we lodge the Outward Cheques for clearing the sortcodes related to the concerned cheques ( Nasirabad Bank Branch Codes ) are not being accepted by the software.So How will we enter the Bank Branch related sortcodes without having any Bank code in search option for that particular Branch of Bank. Kindly arrange the all Bank related Codes Or some other solution for feeding.

Solution

Sort code means MICR Code.

1.The cheque can be lodged under the sort code of the 'service branch' of the same bank, if that code is available in Finacle

is it mandatory to select Service Branch Code? Can any other branch code of same bank available in data base be selected?

Answer: Any valid sort code can be selected.

2.If the sort code of the service branch ( main branch that participates in clearing for that bank ) is not available, then please use the menu HBRTM to add the missing sort code as per the attached document.

HBRTM manu has not been given to post office. This solution to be executed by DOP CBS Operational Team only.

3. Once the above is done, cheques can be lodged in outward clearing.

2.8.6. Process of handling RBI Circular intimating about a new Bank & Branch:

Circular from RBI intimating about any new bank shall be received at the local SO/HO. The SO/HO need to forward the said circular to the DOP Operations team which shall create the new Bank code in the menu option HBKTM and the new branch code in HBRTM. The MICR city code bank code and branch code as entioned in the RBI circular shall need to be input during branch code creation.

In case the Bank is already is in Finacle CBS (by confirming through Inquiry mode in HBKTM) - a branch code has to be created in HBRTM.

The naming convention of the bank / branch code is to have the MICR branch code itself.

For DOP CBS Operational Team only.

2.8.7. How to handle Outstation Cheque in Finacle?

Use HIRM menu and follow below mentioned steps:-

1. Invoke the menu HIRM.

2. The details of the cheque and the account number has to be keyed in using the Lodge option.

3. Finacle will automatically collect the collection charges.

4. Verification should be done for the lodged cheque.

5. Send the cheque physically to the outstation location.

6. If the cheque is cleared - intimation coming from outstation location - the Realize function needs to be invoked in HIRM menu and submitted.

7. If the cheque is dishonoured - the dishonour function to be invoked and submitted in HIRM menu option.

2.8.8. What is the procedure for outstation ' AT PAR' cheques. For these kind of cheques no service charge has to be collected)

Solution : The details in charges tab should be deleted in case the charges are not to be collected for 'At Par' cheques.

2.8.9. Carving could not be done due to scheme errors.

Issue Reported : Error Screen shot

Solution

Please always click on the Show exception button to get the issue description.

If the cheque / instrument is not issued/ passed /stopped then this message comes up. Even other errors are also listed related to exceptions like Insufficient available balance , etc.

In case of such error what is to be done has not been mentioned.

2.9. Transaction posting failure in Inward clearing

Solution

There is no write permission for the role id of the user who is trying to post it , hence the issue. In HRPM menu, for the scheme code to which the above account in the screenshot belongs should be given write permission.

This is for DOP CBS IT Operation Team only as HRPM menu is not available for post office users.

2.10. Account closure issues

Solution

This issue occurs if the account being closed is the interest credit account for some other account e.g MIS or SCSS or TD account. To check to which account this is linked, the user can check the transactions in the account being closed in the menu HACLI. The interest transactions will show the account number to which the account being closed is linked as shown below

If the closure account is Interest Credit Account, go to Account Modification menu for that linked account. Change the Interest Credit Account to some other account and then proceed closing this account.

2.10.1. Loan account closure issue

Error Screen shot

Solution

The above error occurs when the balance is not zero for the loan account. This means that payoff has not been done for the account. Please complete the payoff process and then close the loan account

2.10.2. Premature closure issues

Error Screen shot

Solution

The above screenshot is not an error actually. It is showing the messages as part of user information during premature account closure. If unsure of the closure proceeds, please do a trial closure, check the report and then proceed with actual closure of the account.

2.10.3. 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

Solution

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.

2.10.4. 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

Solution

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

Steps

· 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.

2.10.5. 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.

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

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

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.

2.10.7. 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

2.10.8. 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.

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

2.11. Savings Account Opening/Modification/Transfer Errors

2.11.1. 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

2.11.2. 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'

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

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

2.11.3.1. 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.

2.11.3.2. Unprocessed records in outward clearing for this A/c

Issue Reported : While doing SB Account conversion from SBGEN to SBCHQ by using HACXFRSC menu for the SB Account the error showing that "Unprocessed records in outward clearing for this A/c".

Solution :

1)Invoke HOCI (Outward Cheques Inquiry ) to know the unprocessed instruments present for the account and get the zone details (Zone code, Zone date).

2)Invoke HOIQ and give Outward Clearing Zone Code as respective Zone Code and Outward Clearing Zone Set ID as ALL and Outward Clearing Zone Date as respective Zone date and get the Zone sol id from the details.

3)If zone is not regularized, invoke HMCLZOH under the respective zone sol id and regularize and proceed further transferring the account.

2.11.4. 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.

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

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

2.12. 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.

2.13. Error while doing a transaction in CTM menu

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:

As per the DOP requirements, Cash transactions in CTM menu can only be done by the teller. Non teller is not allowed to do tranactions in CTM menu.

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

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:

2. 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.

3. The valid transfer scenarios are :

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

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

Product group SPNGP : SBPEN<---> SBPWC

2.15. Inquiring Accounts using BO Code

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

Solution:

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.

2.16. Agents and agent Portal Related Issues

2.16.1. Commission credited to agent’s SB account even after cancellation of NSC certificates

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.

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

2.16.2.1. 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.

2.16.2.2. 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.

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.

2.16.2.3. 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.

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.

2.16.2.4. 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/-

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.

2.16.2.5. 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

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.

2.16.2.6. 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.

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.

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.

2.16.2.7. 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.

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.

2.16.2.8. 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.

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

2.16.2.9. 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.

2.16.3. 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"

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.

2.17. NSS TDS Charges related issues.

2.17.1. 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

2.17.2. 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

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

2.18. CCMM Menu related Errors (ATM Cards)

2.18.1. 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.

2.18.2. No SB accounts exists for the specified cif id

Issue 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.

2.18.3. Invalid card number

Issue 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.

2.18.4. Hotlisting of a particular Card Failed

Issue Description: User is not able to hotlist a card in modify mode. Error message is getting displayed.

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.

2.18.5. ATM Pin Generation Failed

Issue 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.

2.18.6. Not able to Modify Closed Cards

Issue 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.

2.19. Cash/Teller account related errors

2.19.1. RD loan account payoff done through cash receipt

This error will be thrown in offices migrated in the middle of the month. (ie on or after 2^nd)

In case of Loan Disbursement or Loan Repayment the value date will be automatically changed to 01^st of the month as interest is calculated from the 1^st of the month for loans. As Cash account of that office will not be available as on 1^st (since the office has migrated in the middle of the month) this error is thrown in Supervisor while verification. This error will be thrown only in the month of migration and from 2^nd month cash be used for repayment or disbursement.

Workaround to overcome this error

“In case of Loan disbursement – Instead of Cash (even if it is below Rs.20,000) select Transfer and show RD Loan Disburement office account (Account number ending with 323) and pay by cheque or cash from this office account. ( CTM menu is to be used for this )

In case of Loan repayment – Instead of repaying through cash accept loan repayment through Transfer. Transfer can be from RD Loan Repayment office Account (Account number ending with 323) or SB account of customer (if available) (CTM Menu to be used for this).

2.19.2. Transaction not getting posted in CTM/HTM menu

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.

2.20. NSC account opened but verification is not happening

Solution:

The above error occurred when during account opening, only instrument date has been entered and no other instrument details entered

In such cases, the transaction will not be posted and has to be deleted in HTM menu. Once the transactions are deleted , the accounts opening has to be cancelled and then new accounts have to be opened again with proper data entry.

2.21. Menu not available to particular user

Issue Reported : When the user tried to invoke any menu, an error is displayed as Menu Not avaialble for the user.

Solution : Please contact DOP Operations Team at Chennai for the required access to be given to the specified user for the particualr menu id.

2.22. 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.

2.23. User already logged in and User Account got locked.

Issue Reported : When the user tried to close the browser with out proper logout, again on loggin in, it gives error message as User Already logged in.

Solution : Please contact DOP Operations Team at Chennai for the unlocking the user id.

2.24. User_Menu_ID is undefined

Issue Reported : When the user tried to login and invoke any menu, it gives an error message as User_Menu_ID is undefined.

Temporary Solution : Logout from Finacle Application. Make Internet Browser as your default browser. Press F-12, Clear all cookies and history. Then try to Logging through default browser i.e (Internet Explorer)

Mr. sakthivelu Sir to confirm the above changes regarding pressing of F-12.

2.25. EOD Issues

2.25.1. Steps to ensure a fast EOD

Identify all the transactions which are in Entered Status and un-Posted/Partially posted status.

These Transactions needs to be verified in each post office by using relevant menu at the earliest and before the EOD starts.

If still any transaction is not getting posted then use HTM to post that transaction.

If still transaction is not getting posted, contact FSI Helpdesk immediately.

2.25.2. Steps to Inquire EOD blocking validations.

· Pending Transactions, Unposted, unverified transactions – HFTI menu should be used.

· Pending inward Zone to be closed - HIMCZ/HICTM menu should be used.

· Pending Unverified Accounts – HAFI menu should be used

· Pending Unverified Inventory Transaction List – HIMC/HICHB

· HSVALRPT report can be invoked to view the blocking validation for each sol

· For each sol/set the same can be viewed in a custom report in HPR menu. Report Name is EOD – Blocking Validation Report – Under development

2.26. Finacle Not Available or Finacle is Down

2.26.1. Instructions for Users at Post Office

What will be the result of using below instruction is not mentioned.

The below list of instructions is for the users at the Post offices to raise a helpdesk request during CBS-Finacle connectivity issues ( Finacle not accessible)

1) The IncidentReporting.jsp page has to be typed in the browser, the complete path of which can be like http://DOPFSIHELP/.....incidentReporting.jsp (to be provided once the page is made active)

2) The below page appears with the details of the user’s computer on the left panel and a section to enter the user details on the right panel.

The fields which are marked with an asterisk (*) are mandatory.

3) The city of the user can be chosen from the dropdown provided

4) On selection of a city, all the pin codes under the city are shown in the Pin Code dropdown

5) On selection of a pin code, all the post offices under the pin code are shown in the Post Office Name dropdown with the first one selected

6) On entering all the mandatory fields and a valid 10 digit contact number , the submit button has to be clicked

7) On successful submission of the page with the user computer details and the user details, the confirmation page appears

2.26.2. Instructions for L1 Support

Who will use this option and why it is required in FAQ?

The below list of instruction is for the L1 support personnel to view the list of problems logged by the post office users

1) The CBS_Support.jsp page has to be typed in the browser, the complete path of which can be like http://10.122.97.69:8082/CBS/CBS_Support.jsp. The below page appears with today’s date in yyyy-mm-dd format as default and the list of issues logged

2) The date range can be changed in yyyy-mm-dd format to view the list of issues for that date range

2.27. Andheri Connectivity Issue

Issue Reported : Initially 2 systems are connected with Finacle. Later on when 2 new system are connected, they are not working properly.

Solution : For the newly added two systems, desktop configuration is not done. Once the configuration is completed as per the provided PDF, it started working fine.

2.28. Menu getting locked after repeated use.

Issue Reported : When one menu is continuously used for long time, application is getting locked. User needs to log out and login again.

Solution : Need to analyze.

If solution is not ready, please remove this issue.

2.29. Getting runtime error when user tries to transfer or copy the set number already existing in the outward clearing zone which is not in open status

The user needs to be instructed that any changes that need to be done in clearing zone, the zone status needs to be revoked from previous status (which in this case is suspended ‘S’) to open status ‘O’ and then try to do the required operation.

2.30. MICR zone not closed. All the instruments are not verified.

Issue Reported : All the Instruments are not verified during ZONe closure issue is coming.

Screenshot :

Solution:

1) In HICTM menu verify the instrument. If the instrument is having some error please delete the instrument or mark it as Inward reject in HICTM menu modify mode and then try verifying.

2) In HMICZ, suspend the zone and then do a validation run.

3) After this, post the instrument thru HMICZ menu.

4) If the posting is successful, please close the zone thru HMICZ menu

2.31. The nonsytem or Teller cash accounts are not allowed in this transaction subtype

Issue Reported : Trying to move the amount from Vault account to teller cash account. Specified error message is displayed.

Screenshot :

Solution : The User is not marked as Teller. Please modify the user as Teller and then try posting the transaction.

2.32. The PPF account already linked to a Loan account hence cannot be closed

Issue Reported : PPF account linked to Loan Account cannot be closed.

Screenshot :

Solution :

Sl.no	Menu	Steps to be followed for successful PPF + Loan against PPF account closure
1	CPDTM	The Loan principal repayment needs to be done, [principal amount -> zero]
2	CLPR	Enter the Loan account, on submit it will be processed.
3	HACINT	Particular loan account should be entered. Calculated Interest amount will be applied in this menu, this value can be viewed in detail in HACLI menu/CLEAR BALANCE.
4	CPDTM	If the loan account is not yet matured, CPDTM - Interest repayment [which was calculated in steps 2/3], [ Interest amount -> zero]
5	CPWTM	Else If the loan account is Matured, CPWTM - Interest recovery [which was calculated in steps 2/3], [ Interest amount -> zero]
6	HCAAC	The Loan account should be entered and Loan against PPF can be closed here.
7	HCAAC	The PPF account should be entered and PPF account can be closed here. If it is pre-mature closure, Reason code should be entered in the closure tab. Note [Rare case]: [01] If there is loan account of the PPF is closed then this steps go though. [02] [02] The Cancel Function in HCAAC will cancel the account closure, The Closure transaction should be reversed manually.

2.33. ECS Set ups to be done

Example for Bangalore GPO

1. HSBM menu to have the SOL 56000100 as Service branch and Member SOL(s) as mentioned in the excel shared by Mr. Gopi. There are different ECS user number for Bangalore alone – but all participate through Bangalore GPO – so only one ECS user number will be populated. The downloaded file can be modified if the ECS user number needs to be corrected.

2. Navigate to menu HSCFM – SOL ID (the Sol ID of the post office participating in ECS clearing example – Bangalore GPO).

a. ECS USER NUMBER Treasury free text 1 in HSCFM --- 5603181

b. User Bank Account number Treasury free text 2 in HSCFM.--> 3007000000

c. User defined limit for individual credit items.. MRS Name field in HSCFM SOL 150000

d. MICR Center , Bank and Branch code – 560 111 002.

2.34. Bulk Discharge of Certificates not supported.

Issue Reported: All Certificates under a Registration Number due for Closure, cannot be closed in one go.

Screenshot for the new Menu:

Solution: New Menu CNSBCV has been created for Bulk Discharge of Certificates

1. Using this menu Users can close UP TO 50 certificates belonging to same Registration Number and CIF Id combination can be closed in one attempt.

2. Both NSC and KVP certificates can be closed using the menu.

3. Bulk Closure can be used only if ALL the certificates under Registration Number and CIF Id combination are mature and due for closure, ELSE accounts need to be closed manually.

4. Users can Close, Verify and cancel the Certificates using the same menu.

5. Function Code, Registration Number, CIF ID and Product Type are the fields mandatory to be provided by the user.

6. Other fields such as Sol Id, Closure Value Date and Closure Reason Code are auto populated.

7. Only same sol operations are allowed in this menu so the field is un-editable.

8. If customer does not want to receive cash and wants to specify a specific Repayment Account Number instead of Operative Account mentioned at Account Level, value can be entered in Repayment Account Field Provided.

9. Once the closure request is initiated, the same needs to be verified by another user on the menu by providing same Registration Number and CIF Id combination.

10. After verification the closure for the available mature certificates (maximum 50) will be initiated.

11. Discharge Journal will be generated in HPR after 10mins, where user can check the status of individual account closure.

12. If there are more than 50 accounts for a Registration Number and CIF Id combination eligible for closure, user needs to invoke the same menu recursively after one request is completed and report is generated in HPR.

2.35. Clearing Report not available.

Issue Reported: All Clearing Transactions should be listed in a single report, no such report is available currently.

Screenshot for the new Report:

Solution: New Report named Post Office Clearing Detail Report has been made available in HFINRPT

1. Clearing report can be generated in HFINRPT which will enlist all the clearing transactions for given date.

2. Clearing Transactions for Office accounts will also be listed in the same report.

3. Input Parameters required for the report are: Date, Sol/Set Id and Scheme Code.

4. Report output is grouped by Scheme Type, GL Subhead and Sol Id wise. Total and Grand Totals are provided.

2.36. NSC Account Opened but not verified Issue

Its seen that sometimes during EOD, NSC accounts are in unverfied state and EOD user is deleting the transaction ids and verifying the Account Opening creation. In such cases, such NSC accounts cannot be used for any purpose. Hence the correct solution is that if user is deleting the transaction, user need to cancel the account openning through CSCOAACV menu.

2.37. NSC/KVP Account Opening for a Minor

For NSC/KVP Account Opening for a Minor, the below error message appears.

“For this mode of operation, should enter more than one joint account”

Solution:Since the Account is opened for a Minor, please add guardian details in Related Party Details2 tab.

2.38. NSC iSSUES

2.38.1. Issue in NSC Certificate Printing through HDRP

While printing user gets error "Could not get reponse from server" as in below screenshot.

Before raising incident, user should check if printing is already happened or not for the account by "Inquiring" in CSCACM menu as below.

In the details page receipt alpha and receipt number will be updated if printing happened successfully.

If not, user need to wait for server slowness issue to be resolved by support team.User can get status from CEPT team on same and once slowness issue is resolved, user can try printing again

2.38.2. NSC Account Opening-Wrong Instrument Details Issue

Normally When instrument details are given wrong during NSC account opening, Finacle will throw error during NSC verification that Wrong Instrument details. At this time all the transactions will be in entered state. Branch user need to delete all the transactions at that time itself after checking through HFTI with user id who opened the accounts and cancel the account opening for the registration number using CSCOAACV menu. After this user can reopen with correct instrument details.

If this process ca be followed strictly before EOD, then there will be no issue. Otherwise EOD support users will try to post the transactions which they can post and delete only the problematic transaction with wrong instrument number. Next day user will be verifying the account number using HOAACVTD which is wrong. As a registration number with one account having zero balance will not work for other accounts as well.

b)Suppose, the user has left the Account opening as it is with wrong instrument details and support team has deleted transactions for the first account, then the process to be followed is as below.

1) Cancel the account opening for the Account where balance is zero using HOAACVTD menu.

2) Verify all other accounts where balance is non-zero and close these accounts.

3) Reopen again under another registration number.

2.39. PPF Account Related Issues.

Many of the issues raised for PPF accounts can be handled manually from the front end menus.

2.39.1. PPF Transfer out : Steps to be followed

Procedure:
[01] In HINTTM menu, Change the interest table code for the PPF account to ‘ZERO’ with start date as the current Financial Year Start date and End date as 31-12-2099 date.

[02] Close the account from HCAAC menu. This can be done as pre-closure as well.(can be done by higher role person like Supervisor, etc.,).

[03] [This will ensure the interest application for current year is not applied to the Account at DOP and the interest for the full year can be applied in the new Bank during the next interest application.]

2.39.2. PPF Transactions cannot be created from menus CXFER/HXFER

Solution : Only PPF Transaction menus (CPDTM/CPWTM) to be used for PPF Contribution / Withdrawal. In case of CHQ clearing, The CHQ has to be cleared and deposited into Office account, Then the fund has to be transferred to PPF account as TRANSFER/Normal Contribution in CPDTM menu.

2.39.3. Loan interest amount to be collected for an already closed LNPPF account

1. Solution : As the LNPPF account is already closed, the interest amount can be directly paid to the Office(P&L) account.
[01] Invoke HTM Menu as Normal Transfer Transaction.(T/BI).

2. [02] Enter the Cr. Account number as Office account number(P&L).

3. [03] Enter the Dr. Account number as Customer’s operative account.

4. [04] Enter the interest amount as the transaction amount.
[05] Enter the transaction particular as per this scenario.

5. [06] Click on Submit.

5.8.1. PPF withdrawal is not allowed if account is in minimum withdrawal period.

The screenshots shows that the PPF withdrawal not allowed

Solution : There are two cases in this.

[01] If withdrawal start date is 5 years from the end of account opening FY, which has not arrived, then the customer can avail the loan after the withdrawal start date.

[02] If the Loan eligibility start date started, the user can able to do a "Loan Disbursement", instead of taking a withdrawal.

5.8.2. Matured PPF account with DISCONTINUED/INVALID status cannot be extended.

The screenshots shows that an error occurred during PPF extention.

Solution :

If a matured PPF account is in DISCONTINUED/INVALID state, it cannot be extended, also the account cannot be made active by paying late fee. Because

[01] Transactions not allowed after maturity and before extension.

[02] Extension not allowed if the state is DISCONTINUED or INVALID.

5.8.3. Withdrawal is not allowed for extended PPF account if the eligible amount already withdrawn.

Clarification :
[01]For an extended account the eligible withdrawl amount is [ 60% of it's Balance on maturity date - Sum of Withdrawal amount after maturity ]

[02] For this account the amount was already withdrawn in the previous years after maturity.

[03] Hence the amount shown with lesser value.

5.8.4. PPF withdrawal is not allowed if account is in minimum withdrawal period

The screenshots shows that the PPF withdrawal not allowed

5.8.5. Date of Account Opening of PPF to be changed for an account in which wrong data has been migrated as it is from sanchay post

Solution: The account open date cannot be corrected. In this case, the PPF account has to be closed and new PPF transfer-in account to be opened. In case of pre-closure, the user/CPA will not be having sufficient work class to do pre-mature closure. In such case, the supervisor or higher role person will be having access to do pre-mature closure of PPF account

5.8.6. Fee transaction reversal for PPF account which has proper yearly subscriptions from other than CPDTM menu

For PPF accounts all the on-line transactions to be entered from CPDTM, CPWTM menus. On 2014-15 FY there are no transaction entered from CPDTM menu, hence even though there is a contribution the fee has been deducted. As the wrong Fee amount is collected as part of income, it can bear by a loss of same amount in P&L account. The collected fee amount has to be paid back from Office(P&L) account to the PPF account as a Normal Contribution transaction, the report code has to be used here as EXCPN

5.8.7. PPF account holder name has been entered wrongly in Legacy, the same to be corrected.

PPF account number got mistakenly entered wrongly in legacy system and the same got migrated into Finacle. If the same requires correction then

Solution: The menu HAALM to be used for this correction. This requires verification as well

5.8.8. PPF account level name change

The PPF account level name can be changed from HAALM menu. The CIF level name can be changed from CMRC menu separately.

5.8.9. Transactions cannot be created with back value date lesser than account opening date of PPF accounts.

For transfer-in accounts, the account opening date should be given as the actual account opening date in the previous bank. In case if the BOD date is given as account opening date then the history transactions can be uploaded, hence the account can be closed and new account to be opened with back account open date. Also the history transaction to be uploaded for the newly created account

5.8.10. Extension to be done on matured PPF accounts to continue transactions.

The PPF accounts can be funded or partial withdrawal can be done on matured accounts, only after extension of the same in HCEXTN menu. For referring the account maturity date the menu CPPFAM – Inquiry function can be used

5.8.11. Transactions cannot be done on INVALID PPF accounts

As per the requirement, if the sum of contribution in the FY of account opening date is less than 500, then such account will be marked as INVALID in EOY. Only closure is allowed on such accounts.

5.8.12. PPF account pre-closure issues

PPF pre-mature closure : If PPF account is not yet matured, but due to some exceptional reason like transfer-out the customer opting for closing/full withdrawal. It is termed as Pre-mature closure.

5.8.13. Same account number has been entered in Both Credit and Debit Account fields of CPDTM

The screenshots shows that the user entered PPF account number in both the Credit A/c and Debit A/c fields.

Solution: Two Transactions needs to be created, one is for reversal transaction and the second one for actual required transaction.

1. Reverse Wrong TXN :

[01] Invoke CPWTM menu as Normal Withdrawal in TRANSFER mode

[02] Enter the PPF account number in both Credit and Debit Account number Fields and tran amount same as in Wrong transaction,

[03] Enter the report code as "REVRS",

[04] Click on Submit

2. Enter new proper Transaction :

[01] Invoke CPDTM menu as Normal Contribution,

[02] Enter the Right account number in Credit A/c field and tran amount for the required new transaction ,

[03] Keep the report code as "CONTR", same as default populated value.

[04] Click on Submit

5.8.14. Same account number has been entered in Both Credit and Debit Account fields of CPWTM.

The screenshots shows that the user entered PPF account number in both the Credit A/c and Debit A/c fields.

Solution: Two Transactions needs to be created, one is for reversal transaction and the second one for actual required transaction.

Solution: Two Transactions needs to be created, one is for reversal transaction and the second one for actual required transaction.

1. Reverse Wrong TXN :

[01] Invoke CPDTM menu as Normal Contribution in TRANSFER mode

[02] Enter the PPF account number in both Credit and Debit Account number Fields and tran amount same as in Wrong transaction,

[03] Enter the report code as "REVRS",

[04] Click on Submit.

2. Enter new proper Transaction :

[01] Invoke CPWTM menu as Normal Withdrawal,

[02] Enter the Right account number in Credit A/c field and tran amount for the required new transaction ,

[03] Keep the report code as "WITDR", same as default populated value.

[04] Click on Submit.

5.8.15. Wrongly credited into other PPF account

If some other PPF account number being entered in CPDTM menu, then it has to be handled manually.

Solution: Two Transactions needs to be created, one is for reversal transaction and the second one for actual required transaction.

1. Reverse Wrong TXN : |A| Invoke CPWTM menu as Normal Withdrawal, |B| Enter the account number and tran amount same as in Wrong transaction, |C| Enter the report code as "REVRS", |D| Click on Submit.

2. Enter new Transaction : |A| Invoke CPDTM menu as Normal Contribution, |B| Enter the account number and tran amount for the required new Right transaction, |C| Keep the report code as "CONTR", |D| Click on Submit.

5.8.16. Wrongly Withdrawn from other PPF account

If some other PPF account number being entered in CPWTM menu, then it has to be handled manually.

Solution: Two Transactions needs to be created, one is for reversal transaction and the second one for actual required transaction.

1. Reverse Wrong TXN : |A| Invoke CPDTM menu as Normal Contribution, |B| Enter the account number and tran amount same as in Wrong transaction, |C| Enter the report code as "REVRS", |D| Click on Submit.

2. Enter new Transaction : |A| Invoke CPWTM menu as Normal Withdrawal, |B| Enter the account number and tran amount for the required new Right transaction, |C| Keep the report code as "WITDR", |D| Click on Submit.

5.8.17. PPF account Transaction created with wrong amount by mistake

If wrong tran amount entered for PPF account By mistake, then it has to be handled manually.

Solution: Two Transactions needs to be created, one is for reversal transaction and the second one for actual required transaction.

1. Reverse Wrong TXN : |A| For wrong withdrawal transaction, use CPDTM to correct, For wrong deposit transaction use CPWTM to correct it|B| Enter the account number and tran amount same as in Wrong transaction, |C| Enter the report code as "REVRS", |D| Click on Submit.

2. Enter new Transaction : As the wrong transaction has been reversed in the first step, new transaction can be created as per the requirement.

5.8.18. PPF account closure issues

The screenshots shows that the PPF account closure cannot be verified as the balance amount is zero for the account.

Solution: The closure Transaction needs to be posted

1. Post the closure transaction and verify the acccount closure in HCAAC menu.

2. If the closure transaction is in deleted state, then cancel the account closure and close the same account in HCAAC menu, ensure the closure is in posted state.

5.8.19. Procedure for Nomination Details Modification

Whenever existing Nomination detail need to be modified, please do the following.

1. If user want to delete an existing Nomination, then click on "Del" flag check box for the same record.

2.If there are any other nomination records already available, user need to make sure that the sum of nomination percentage should be hundred for all undeleted records.

5.8.20. PPF A/c.s cannot be transferred from one SOL to another SOL if the status of the account is Discontinued or Invalid

The below screenshot has been taken from the HACXFSOL menu at the time of getting error for PPF account transfer from one sol to another CBS sol.

Solution : PPF A/c.s cannot be transferred from one SOL to another SOL if the status of the account is Discontinued or Invalid. The same account can be made active if it is discontinued, then transferred . If the account is invalid the account needs to be closed and new account can be opened.

5.8.21. Default fee paid for PPF accounts has not been shown in HACLI inquiry of PPF A/c

The Default fee collected from Operative/Cash account, the same will be deposited into Office account. Hence the same can be seen from operative account's inquiry, and will not be shown in PPF account inquiry

5.8.22. PPF Withdrawal -CASH Limit Error

The screenshots shows that the PPF Withdrawal and cash limit error : EA3

Solution: In TRANSFER MODE the transaction needs to be entered, insead of CASH mode.

1. As per the requirement withdrawal for >=20,000/- by CASH is not allowed, it should be of TRANSFER mode to customer's operative account.

5.8.23. PPF deposit not allowed as total deposits will exceed the maximum limit

Solution: In this case the sum of deposit amount of both of the minor, guardian account, if the current transaction makes the sum exceed the limit it will be blocked.

5.8.24. Debit /Credit Account ID entered is not a PPF account

The below screenshot has been tacken from Loan related transaction in PPF transaction menu. If the entered account number is other than PPF account the error " Debit /Credit Account ID entered is not a PPF account" will be shown

Solution : For Loan related transactions in PPF transaction menus, PPF account number to be entered in the appropriate field, (ref screenshot : in the field, where the user tried with loan account number)

5.8.25. CTUPLD menu : File does not exist in path

The below screenshot shows the case where the file name entered wrongly in the menu

Solution : The file name should be entered completely like TRFRINDET-<A/c Number>.TXT (eg : TRFRINDET-3000365919.TXT not as TRFRINDET-3000365919, TRFRINDET, 3000365919.TXT, or DOP )

5.8.26. PPF account Debit /Credit transaction missed before migration

5.8.26.1. This case needs to be handled manually, To make a missed history transaction,

5.8.26.2. [01] a new transaction to be created in PPF transaction menu : with the transaction amount as on BOD (inclusive of interest amount) . Report code should be "EXCPN" (as it is exceptional transaction) [02] If it is history credit transaction, then amount would have already been collected from the customer, hence the Dr. account can be filled with Office account number.

5.8.26.3. [03] Else, If it is history debit transaction, then amount would have already been paid to the customer, hence the Cr. account can be filled with Office account number

5.8.27. LNPPF acount cannot be opened if the loan eligibility start date not reached or loan eligibility end date reached(in other words withdrawal start date started)

The screenshots shows that the PPF Loan not allowed to open as the loan eligibility start date not reached or loan eligibility end date reached(in other words withdrawal start date started).

Solution : There are two cases in this.

[01] If Loan Eligibility start date has not arrived, then the customer can avail the loan after the loan eligibility start date.

[02] If the withdrawal start date already started, the customers can able to do a "Normal Withdrawal", instead of taking a loan.

3. Formats

3.1. 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.

3.2. Escalation Matrix

PFB the excel sheets for the escalation matrix.

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Pages

For scroller

FAQ

1. Configurations and Process

1.1. Desktop Setting ( Browser setting, Security settings, JRE version etc.)

1.2. Printer Setting (Passbook)

2. Common Issues

2.1. Passbook not printing

2.2. Signature related errors

2.3. Issues in Certificates

2.3.1. If any transaction is in entered status and on posting the transaction, it throws exception:

2.3.2. NSC/KVP accounts not fetched

2.4. Errors in Agents Portal

2.6. Account opening issues

2.17. NSS TDS Charges related issues.

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

2.17.2. 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'

2.19. Cash/Teller account related errors

2.19.1. RD loan account payoff done through cash receipt

2.38.2. NSC Account Opening-Wrong Instrument Details Issue