1.

Siebel Message: Error Occurred due to internet problem please check after 10 mins if still issue
persist raise the SR to CRM support Team

Reason: Local network issue

Resolution Steps:

1 .For maximum occasion it will happen due to local Wi-Fi +internet connectivity issue.

Recheck points for dealer users

 Check the ping responses from PC to TAB ( Ping responses should be less than 90ms and no
fluctuations)
 Connect one laptop in same Wi-Fi network and check the ping responses from that laptop to
TAB ( Ping responses should be less than 90ms and no fluctuations)
 Check the internet speed using www.speedtest.net
 If Wi-Fi and internet signals are not satisfactory then it is occurred due to that reason
 If both are ok and still unable to sync the data after several attempts, then delete the data from
SRJC Pending and try the entire process.
 If issue still persists then user need to raise one ticket and provide the details (Screen shot of
ping responses, Error screen shot, Vehicle registration number, Temporary SR number, Advisor
ID-Password).

Error Snapshot:
2. Siebel Message: Values too long for field ‘Oder Number’

Reason – Wrong settings in TMSA

Resolution Steps:

User needs to update row id of setting page or one time settings correctly

[Dealer code, Organization code & primary position code].

Update the Master Sync again

Error Snap:
3. Siebel Message: A record with identical values already exists in the Siebel database.

Resolution Steps:

Service Request got created in Siebel but owing to network issue (Dealer internet slow), SR number
could not come back to TMSA within 2 min, Dealer user needs to go to CRM and Query with Registration
number/SR# number in Service Request screen SR# number will reflect.

Error Snapshot:
4. Siebel Message : Want to Work In Offline Mode

Reson: Due to Local Network (Internet +Wi-Fi) issue

Resolution Step:

 Check the ping responses from PC to TAB ( Ping responses should be less than 90ms and no
fluctuations)
 Connect one laptop in same Wi-Fi network and check the ping responses from that laptop to
TAB ( Ping responses should be less than 90ms and no fluctuations)
 Check the internet speed using www.speedtest.net
 If Wi-Fi and internet signals are not satisfactory then it is occurred due to that reason

Error Snapshot:
5. Siebel Message: TAB Timing is more than Siebel Timing.

Resolution Step:

The TAB timing is more than Siebel timing. Please untick the “Automatic Date & Time” field from the
setting of the TAB & manually reduce the TAB timing by 5 minutes.

Error Snapshot:
6. Siebel Message: “Registration Number does not exist in CRM to proceed with SR Creation.

Resolution Steps:

Please confirm the vehicle registration number from Siebel (Vehicle  All Visible Vehicle) this error is
mainly occurred while Vehicle registration number doesn’t maintained i CRM, during that time user
need to maintain registration first in CRM to create SR/JC through TMSA.

Note : If registration number is not available then user need to update last five digits of chassis as a
unique number in registration filed of CRM, then only user can open SR/JC with that temporary number.

Error Snapshot:

7. Error Message: User not able to login with online mode in TMSA

The possible reasons.

Resolution steps:

a) New CRM ID: If CRM ID is newly created on that occasion user need to raise remedy ticket to provide
TMSA role for that ID.

b) Local internet issue: Due to local Wi-Fi + internet issue user may face this issue.

c) Web service / Cordys application issue: If there is an issue in Web service or Cordys application on
that time user may face this kind of issue but that will be for all users across regions.

Error Snapshot:
8. Issue: One vehicle has come to a workshop for first free service but we are not able to open JC
through TMSA.

Resolution Steps:

Issue is not related to any specific service type, but to open JC through TMSA major concern is the
vehicle registration number should maintain in CRM ( Vehicles All Visible Vehicles ,If registration
doesn’t maintain in CRM, user should first update the same in CRM

9. Issue: Unable to update master sync/ is it mandatory Activity.

Resolution Steps:

Master Sync is an feature which is available in TMSA application, through Master Sync user can able to
download the required data from Siebel database to TAB, user has a provision to update Master data
individually or by clicking Update All, it’s a mandatory activity and everyday user need to update the
Master Sync data to get new TMSA related data in TAB from CRM.

Unable to update master sync

First you need to check whether TAB is connected through internet or not and then need check TMSA
settings (Division Code, Organization Code, Dealer Code, Primary Position Code)
10. Error Message: Labour Rate List is not reflecting in TMSA application

Resolution Steps:

a. Need to check TMSA settings

b. Update the Master sync (Rate type & Part Price List)

c. Check now whether rate list is reflecting or not

d. If still it is not reflecting, please login in CRM with DSvM/DSvAdmn ID

e. Check Pricing Administration Rate list (Effective To filed should be blank)

f. Also check Organization name should reflect against Rate list

g. Same thing you need to check from TM login.

h. If issue is still persists then need to raise remedy ticket and contact with CRM support i. Data team
will resolve the same.

Error Snapshot:
11. Error Message: Only One Job Card is allowed for a Service request.

Resolution steps:

Job Card has been created in CRM through VTAB-JC. Dealer user needs to go to CRM and Query with
Registration number/JC number in Job card screen Job Card number will reflect.

Navigation: Site Map Order -Job Card Query with Registration number/JC# Number

Error Snapshot:
12. Error Message: Siebel SR might got created in previous attempt and no data displayed for
connectivity issue.

Resolution Steps:

Service Request got created in Siebel but owing to network issue (Dealer internet slow), SR number
could not come back to TMSA within 2 min, Dealer user needs to go to CRM and Query with Registration
number/SR# number in Service Request screen SR# number will reflect.

Navigation: Site Map Service Request  Query with Registration number/SR# number & check

Error Snapshot:
13. Error Message: While clicking on Service request SR# hyperlink getting error ” You do not have the
privileges to view detailed information for this record, Please contact your system administrator if you
would like access to this record”. [User Refresh required to see the SR /JC]

Reason – There is incorrect row id in TMSA settings

Resolution Steps:

Kindly update row id of setting page or one time settings correctly

[Division Code, Organization code & primary position code].

Update the Master Sync again.

Error Snapshot:
14. Error Message: While clicking on Next button to generate SR# getting error” Server cannot find
entry 'QA1' in the bounded picklist for the field ' TM customer complaint code in integration
component ‘TM Customer Complaint’“

Reason – Master Sync issue

Resolution Steps:

Kindly update row id of setting page or one time settings correctly

[Division Code, Organization code & primary position code].

Update the Master Sync again.

Error Snapshot:
14. Error Message: Service is not available at the specified location/Connection reset.

Reason –Network issue

Resolution Steps:

This error is due to network issue once the connection is reset the request will get processed
accordingly.

Error Snapshot: