Procedure - handle a CORE error

Contents

1. Description
2. Rules
3. Tasks

1. Description

This procedure outlines how to look up current CORE errors and lodge new issues.

Errors in CORE include accounts that will not synchronise, recurring errors and calculation errors affecting customer pricing. If you are unsure whether you have come across an error, consult your team leader.
 
When
Follow this procedure when an error is encountered in CORE.
 
Who
This procedure can be used by any agent using CORE.
 
Top

2. Rules
Lodge CORE errors via VST or Service Portal
CORE errors must be lodged by contacting the ViVA Support Team or lodging a Service Portal ticket. 

Top

3. Tasks
1. Identify the error type

1. Before you lodge a new CORE error, check whether the error is already known. 
2. Identify the type of error.

If the error is...	then...
an SQ (Service Qualification) error message	see Overview - service qualifications. End of procedure
a synchronisation issue on an account   Note: A synchronisaton issue is when this message appears: "Do you want to continue with an account that has failed to synchronise?". The account summary screen displays "account has duplicate components, please seek assistance". The account summary screen does not reflect a package change that has just been completed.	contact the ViVA Support Team (see FoxPages directory - general information and specialist support).   End of procedure.
a CORE synchronisation error	contact the ViVA Support Team (see FoxPages directory - general information and specialist support). End of procedure.
a stuck order, general system issue (such as workspace or access) or other fault	go to Procedure - log a Service Portal ticket.

Top