SUN B2B ORDER PROCESSING MANAGEMENT
SYSTEM
User's Guide for Sun's Partners
(Download PDF version ~700KB)
Version 2.1
1 September, 2003
TABLE OF CONTENTS
1. INTRODUCTION
2. SYSTEM OVERVIEW
3. FUNCTIONALITY
3.1 Launch Sun B2B System
3.2 User Registration and Login
3.3 Deactivation/Reactivation of Users
3.4 Password Administration
3.5 Purchasing Order Generation
3.6 View Purchase Order History
3.7 Order Cancellation
3.8 Order Deletion
3.9 Other Functions
4. SUPPORT
4.1 Support Procedure
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1. INTRODUCTION
The Sun B2B System is an automated order processing management system
developed by Sun Microsystems Pte Ltd and the ASP (iGINE). The system
provides electronic order processing transactions and hence eliminates most
of the manual work over fax and phone. It allows purchase orders (POs) sent
to Sun electronically with a track of PO history, PO/order processing status,
PO verification, PO processing capability and other submission via Internet.
Thus this minimizes errors that may be prone in manual means. All
transactions and transmission of data are governed and secured by security.
2. SYSTEM OVERVIEW
The system and business workflow of the Sun B2B System is illustrated
below:
Business Rule:
For a valid purchase order (PO), Sun's partners must submit two pieces of
information:
ß
ß
General Purchasing Order Information
Market Tracking Information
In addition, where applicable, the following information is required in hardcopy
with the appropriate approvals,
ß
ß
Configuration Check
Special Discount Form
Three ways to submit a PO:
(1) ERP to ERP
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For partners with an existing ERP system and a mechanism to generate an
ASCII file of both the purchasing order information and the market tracking
information, the ERP-to-ERP way to submit a PO is in use. A file adaptor in
partner environment sends the ASCII file of PO to the ASP (iGINE) via
HTTPS protocol with SSL security.
(2) Sun B2B WebFront
For partners without an existing ERP system, partners can key in and
generate a PO via the Sun B2B WebFront. Partners can also obtain a trail of
PO history, PO processing status, PO processing capability via the webfront.
Once PO is ready, partners can submit and send the PO to the ASP (iGINE)
through the webfront. The transmission is secured by SSL encryption.
The ASP's (iGINE) B2B Transaction Engine stores and verifies portions of the
PO information.
(3) SunCatalogue
For Sun Catalogue customers, they can first access and select the desired
products via Sun Catalogue. After generating the appropriate quotation, the
customer can choose to submit the orders to the Sun B2B system.
3. FUNCTIONALITY
3.1 Launching the Sun B2B Webfront
3.1.1 Launch a internet web browser from the desktop environment.
3.2 User Registration
User IDs are created separately by the ASP (iGINE) system
administrator. There is no online registration for users to gain access
into the system. To create the necessary user IDs and passwords, the
following information must be provided:
ß
ß
ß
ß
ß
ß
Full name
Company
Designation
Contact Number
Email Address
Partner ID (6-character ID assigned by Sun)
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3.2.1 Access Control
There will be two types of user accounts that can be created for
partners. The key difference between the two types of accounts is that,
one is allowed to create a draft PO but does not permit submission
while the other type of account allows the user to create and submit the
PO to Sun.
3.2.2 User Login
To access the system, a user must enter Login ID and Password at the
User Login Screen. Note that the entire login session is encrypted
using SSL.
Figure 1 User Login Screen
Note: Please refer to the Login Flow Chart (Flowchart 1).
3.3 Deactivation and Reactivation of Users
A user account will be deactivated after 3 consecutive failures of
password entry. Thereafter, the deactivated user is presented with a
message on the Login Screen indicating that the account has been
deactivated.
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Figure 2 Access Denied
Once an account is deactivated, the user will be unable to log in even if
the correct password is given, and a message prompting "Invalid Login
or Password" will be displayed. The user will then need to contact the
Sun B2B Helpdesk for account re-activation.
Figure 3 Invalid Login
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1. Login through Sun B2B Webfront
No
Load Sun B2B
Webfront
Key in Login ID and Password
Partner
Page
(Fig 6)
Valid
Password?
Yes
Log Access
Partner?
Yes
No
No
Login Page
(Fig 1)
User
Deactivated?
Establish
Session
No
Yes
Access
Denied
(Fig 2)
Error
Message
(Fig 3)
OA Staff
Page
(Fig 12)
3rd
Attempt?
Yes
Partner's
Profile
Partner's
Profile
Partner's
Profile
Business Rules:
1. All sessions shall be SSL-enabled.
2. User registration shall be performed off-line by iGINE.com administrator. There will be no online registration of user account.
3. To ensure security, user accounts shall be deactivated after 3 consecutive unsuccessful attempt.
4. Once deactivated, the user has to send an email to [email protected] to request for re-activation of the user account.
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3.4 Password Administration
3.4.1 Forgot Password: (Flowchart 2)
3.4.1.1 Click the Forgot Password link on the User Login Screen.
3.4.1.2 Enter the Login ID and the pre-defined Partner ID at the Password
Retrieval Screen.
3.4.1.3 Hit
to submit the request to the ASP (iGINE) system
administrator. Upon successful submission of the Login ID and
Partner ID, password is sent to user's email account.
Figure 4 Forgot Password
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3.4.2 Change Password: (Flowchart 3)
3.4.2.1 Upon a successful login, go to the User Services tab, click Change
Password link.
Figure 5 Change Password
3.4.2.2 Enter Old Password and then New Password twice in the indicated
fields.
3.4.2.3 Hit
to submit request, or
to re-start the entry. A
confirmation of the new password is presented. Both passwords must
tally before the session is considered successful and completed.
After which, the user is returned to the home page.
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2. Web user forget his/her password
Load Sun B2B
Webfront
Select "Forgot Password"
Key in "Login ID" and "Partner ID'
Forgot
Password
Page
Login Page
(Fig 1)
Send password via
return to
home page
email to user
(Fig 4)
User's
Profile
Business Rules:
1. Password requested shall be automatically emailed to the user's pre-registered email address.
2. A 6-character Partner ID shall be assigned to each partner. This ID will be used together with the user's login ID to retrieve the password.
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3. Change of user password
Established
Session
Select "Change Password"
Key in Old and New Password
Check that old
password is
correct and update
account with new
password
Change
Password
Page
return to
home page
(Fig 5)
User's
Profile
Business Rules:
1. Old password is required to verify the identity of the person before a new password can be used.
2. All passwords must be more than or equal to 6 characters, consisting of alphanumerics. Passwords are non-case sensitive.
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3.5 Purchasing Order Generation
There are two ways whereby a Sun Partner can generate a PO:
3.5.1 For Partners with existing ERP systems and are determined by Sun to
be eligible, an ASCII file of PO information is created by the Partner's
ERP system and sent its encrypted form to the ASP (iGINE) or further
processing. (Flowchart 5)
3.5.2 (For EMEA only) For EMEA Customers submitting via
MySunCatalogue (MSC), the PO information is entered in MSC and
an XML file of the PO is automatically created by MSC. It is then
encrypted and sent to the SunB2B webfront for subsequent verification.
3.5.3 For the rest of the Partners, PO entry is performed via the Sun B2B
Webfront using a web browser. (Flowchart 4) There are two kinds of
orders that partners can create:
ß
ß
Ordinary Orders
End User Orders (for items that partners buy on their customer’s
behalf due to various reasons e.g. taxation constraints. End
User Orders are also known as US Dollar orders or Back
Commission orders; such orders are applicable to only certain
regions e.g. Asia South, Korea, Latin America etc.)
3.5.3.1 Go to Purchase Order tab folder:
3.5.3.2 Select Generate New PO link or the End User Order link.
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Figure 6 Order Entry (Ordinary Orders) for Partners
Figure 7 Order Entry (End User Orders) for Partners
3.5.3.3 Enter PO information in Generate New PO Screen
Field Name
Description
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Cart File (Ordinary
Order)
This the path of the cart file to be imported for PO
creation.
Click "Browse" button to select the file then click
"Import" to proceed with the extraction of the PO
details.
PO Number
(Ordinary Order)
Unique code number of the purchase order.
End User PO
Number (End User
Order)
Unique code number of the end user purchase order.
Partner's PO
Number (End User
Order)
Unique code number of the partner's PO.
PWD Cart
ID/WebDesk Quote
ID
The cart ID of the uploaded file for the indicated PO.
This is automatically filled up after importing cart file.
Otherwise, this is the manually entered WebDesk
Quote ID which is supplied by Sun.
ES Quote Number
(for Ordinary Order)
This is an optional field provided for orders that
included Enterprise Services (ES) parts and have
been assigned a quote Number by the ES sales
personnel.
Special Discount
Number
A number assigned for the Special Term Request
(STR) applied for discount computation.
Pricing Option
The type of price list to be use for extracting the price
of the PO item.
You may select from the provided dropdown list and
click the
button to view the detailed
information of the chosen agreement number-price list
record.
Main Line
This is used to add sub-line item(s), that are meant to
be configured and built into a base system i.e. Base
Server.
Select the Main Line item that the sub-line items are
supposed to be tagged under. Enter the subline item
product part number and the relevant quantity,
discount and price. After that, click “Add” button to
bring the subline item under the main line selected in
the list box.
New Part
This flag allows partners to proceed with their order on
New Product Parts that may not exist in the system’s
product database yet as there is a delay in the
synchronization of the Sun B2B database with Sun’s
backend system.
Note : Ensure that
the part is valid
before checking
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this flag.
If this is activated, value for Nett Price column is
required and Discount column should be blank.
Part No.
Unique code number of the ordered product/part.
Model No.
The model number assigned to the indicated part.
(This field has been disabled)
Qty
The quantity of the part ordered by the partner.
Discount (%) or Nett Unit Price will always take precedence over the
Price ($)
Discount Percentage value.
If both the fields are entered, the system will back-
calculate the discount based on the unit price keyed-in
and update the discount percentage field accordingly,
regardless of the value keyed-in previously.
Nett-to Sun Price
(End User Order)
This is meant for End User Orders, where the unit
price/discount entered above are End User Unit Price.
Nett-to Sun Price is the amount that Sun bills the
Partners, thus allowing them to enjoy a certain
amount of back commission.
In Latin America, this field is labeled as Extended
Distributor Price which is meant for Back
Commission Orders.
For example, an end user order may purchase 2
quantity of a product for US$500 each while the
partner’s price for that product is only US$400 each.
So, the following fields should contain:
Quantity = 2
End User Unit Price = US$500
Nett to Sun Price = US$800 (partners are to compute
the multiply of $400 x 2 themselves)
EMC/CCIB#
This is an optional field that is required by some
Taiwan and PRC orders to indicate that certain
product parts have been certified/checked with an
EMC/CCIB#
Date Requested
(MM/DD/YYYY)
This is the requested ship date for the particular line
item. This date must be later than the current (today's)
date. However, note that this is only a REQUESTED
date and the final shipment date may still differ
depending on availability of the individual parts.
Partners may enter different dates to indicate partial
shipment for a particular order.
Each product/part has corresponding buttons:
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Button Name
Add
Description
Add the keyed-in product/part details to the PO.
Product/Part(s) added is displayed at the lower
portion of the screen.
Update
Delete
Saves the details of the product/part that is being
edited.
Removes the selected product/part from the PO.
For PO which will be extracted from cart file, indicate the cart file in
Import Partner Webdesk Cart File field and click the
link.
Figure 8 Cart File Details
Fill in the items information. Either Discount or Unit Price can be filled
up, and the Date Requested should be entered (Date Requested is
disabled for sub-line items). Click
to proceed with the
extraction or
to ignore.
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Figure 9 PO with extracted items from Cart File
After clicking "Update", the PO details will be displayed with the
extracted items and Partner Webdesk Cart Reference filled up. This
value is based on the cart file specified. Standard PO creation
proceeds by indicating the PO Number.
Upon clicking on Refresh, the system will check against the database
on the correctness of the product/items. Any incorrect information will
display an error message at the upper portion of the screen. This PO
will not be submitted.
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Figure 10 PO with incorrect information
3.5.3.4 Hit
to view the PO items on the Order Summary Screen.
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Figure 11 Order Summary Page (Ordinary Orders)
Note : If the PO includes service part(s), an additional screen will
appear for Service Information before the Order Summary screen.
Service part details are displayed here and can be changed. This
screen will only appears for those countries that are configured for
service part(s). Countries that are not enabled fro service part(s), a
note will be displayed informing service parts are not allowed. For more
information, please contact your SUN Representative.
Figure 12 Service Information (for Service parts)
For service parts having the same address, copying information can be
done by selecting the product/part to be copied in "All address same
as" or "Copy contract information from" dropdown lists.
3.5.3.5 Hit
to show Other Purchase Information Screen
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Figure 13 Other Purchase Information
Shipping information
ß
ß
Partner has to select a ShipTo ID from the dropdown list.
If the ID is NOT known, Partner is required to key in the relevant
shipping details.
ß
This two sets of information are mutually exclusive and partners
are required to entered only one set
Billing information
ß
Partner has to select a BillTo ID from the dropdown list.
ß
If the ID is NOT known, Partner is required to key in the relevant
shipping details.
ß
This two sets of information are mutually exclusive and partners
are required to entered only one set
Other information
ß
Payment Terms (this is a non-editable field that indicates the
partner's desired payment terms for this particular order, e.g.
‘NET 30 DAYS’)
ß
ß
For some regions (e.g. Greater China, Korea), the Sales
Manager Email is required.
If PO includes service part(s), this will be additional value:
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Figure 14 Additional fields for service part(s)
3.5.3.6 Hit
to proceed with the Market Tracking Information Part I
Screen.
Figure 15 Market Information Tracking Form Part I
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3.5.3.7 Hit
to proceed with the Market Tracking Information Part
II Screen only if "No" is selected for inventory, otherwise, it will
proceed with the order submission.
Figure 16 Market Information Tracking Form Part II
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3.5.3.8 Fill in mandatory fields and hit
to proceed. Click OK to
submit the order. A message will be displayed for successful
submission.
Figure 17 After Submission Page.
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Figure 18 Order Summary Page
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Additional Business Rules:
ß
For ERP to ERP partners, fax RConfig check to Sun OAs.
(Please check with your respective SUN contact for more info)
ß
For POs with special discounts, fax Special Discount Form to
Sun OAs. (Please check with your respective SUN contact for
more info)
During any steps above, there are other buttons available on PO
information modification:
Button Name
Refresh
Description
Update the values of the product/part details and/or
update the Billing Information and Shipping
Information.
Previous
Reset
Go back to the previous page or screen
Clear the entries on the current page
Save As Draft
Save the current PO in Draft stage, this implies that
PO is not yet submitted and invisible to Sun OA.
Next
Go to the next page or screen.
All orders tracked by the system bear the following status:
PO Status
Description
Draft
POs generated via the webfront but are held
temporarily within the user account, before
submission.
Change Draft
Submitted
A Change Order in draft mode before submission.
POs that are submitted by users and are currently
residing in the Sun OA Staff Inbox, waiting to be
validated (POs generated by Partner's ERP system
will be automatically submitted).
User may change PO status from Submitted to Draft
by clicking the
button in PO details screen
(Figure 18 Order Summary Page)
Change Submitted
Locked
When a change order is being submitted.
POs that are currently being opened and verified by
a Sun OA staff; no amendment and/or cancellation
request is permitted at this stage.
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Verified
Sun OA staff is satisfied with the Order and intends
to submit for further processing; no amendment
and/or cancellation request is permitted at this
stage.
Verified (Lite)
Pre-verified
(For EMEA only) Sun OA staff will verify the order
without going through and download the order
submitted.
(For EMEA only) Intermediate status between
Submitted and Verified - used for locking purposes.
Note that Pre-verified orders cannot be reverted to
Submitted status.
Rejected
Sun OA Staff has deemed an Order as incomplete
or other reasons and has requested for further
clarifications related to the PO; the order will be
returned to the user account with the reason stated
by the Sun OA Staff.
Change Locked
Cancelled Order
OA staff set the PO change request into pending
status.
Partner has initiated a request to cancel a PO that
they have been previously submitted but yet to be
verified.
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3.6 View Purchase Order History
3.6.1 Select Purchase Order tab, click PO History
3.6.2 Click a particular PO No. listed to disclosed the PO details.
Figure 19 PO History Page
View PO details by clicking the corresponding links. Links already
visited or accessed are marked RED.
3.7 Order Cancellation
Cancellation of an order can only be performed via the Sun B2B
webfront. (Flowchart 8)
3.7.1 Select Purchase Order tab and click PO History link.
3.7.2 To cancel PO, click "Cancel Request " for a particular PO with status
Submitted.
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3.8 Order Deletion
Deletion of an order can only be performed via the Sun B2B webfront
3.8.1 Select Purchase Order tab and click PO History link.
3.8.2 To delete PO, click "Delete" for a particular PO with status Draft or
Cancelled Order.
Deletion is only possible for a draft PO or a cancelled PO on the user's
web browser. Other status indicates that the PO is being verified by
Sun OA.
3.9 Other functions
3.9.1 Copy
Details of an existing PO can be copied or duplicated. This is to
facilitate the user to create a PO like the one which already exists. It
saves the time for re-entering the same information. This can be done
by clicking the Copy link of a particular PO. Details of the PO will then
be displayed except for the PO number. This allows the user to assign
a new number for the PO being created.
3.9.2 Change Request
This is used to perform any change on a verified/changed verified
PO. This is done by clicking the Change Request link of a particular
PO. For other status, changes can only be performed by the Sun OA.
3.9.3 View PO Details
PO details and printable version of a draft PO can be viewed by
clicking the corresponding link.
3.9.4 View Change Order History
This is used to view the list of changes made to a Change Request
Order. Click the View Change History link of a particular PO. Only
altered PO have change history.
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Figure 20 Change Order History
Click PO number link to view its details.
4. SUPPORT
4.1 Support Procedure
4.1.1 Using the WebFront for Order Entry
Sun's Partners who encounter issues while using the Sun B2B
webfront for order entry will log help request for the ASP via the
“Contact Us” link found in Sun B2B page,
4.1.2 On MySunCatalogue (for EMEA only)
Sun's Customers who encounter issues while using MSC will first
contact Sun’s e-support team to determine if the issue is related to
MSC’s environment. If the issue is related to MSC’s environment, it will
be resolved by the e-support team. If the issue is related to problems
transferring orders to B2B Transaction Engine and is not related to
MSC’s environment, a request for ASP support can be logged via the
“Contact Us” link found in Sun B2B page,
4.1.3 On ERP to ERP
Sun's Partners who encounter issues while sending orders
electronically to the Sun B2B transaction engine will first contact
partner's internal support team to determine if the issue is related to the
Partner's environment. If the issue is related to Partner's internal
environment, it will be resolved by the partner's internal technical
support team. Otherwise, a request for ASP support can be logged via
the “Contact Us” link found in Sun B2B page,
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For guideline, refer to the Appendix section, 7.1 Guide to Log Issue via
ASP's Web Site
4.2 Service Level Agreement
Definition of Issue Priority and Response Time
Priority
Level
Issue Definition
Response Time
1
2
3
Urgent, System unusable
Within 15 minutes
Within 2 hours
Within 4 hours
Serious, System seriously impaired
Non-critical, General questions
4.3 Emergency Contact
For emergencies, the Sun B2B Helpdesk can be contacted 24 hours a
day, Monday to Friday (SGT) at +65 6826-6969
5. PERFORMANCE ENHANCEMENT GUIDE
5.1 Preferred Browser Settings
5.1.1 General Information
5.1.1.1 Java and Javascript
Basically users must make sure that Java and Javascript are enabled
at their browser.
5.1.1.2 Secured Socket Layer
Users must also make sure that SSL (Secure Socket Layer) is also
enabled at their browser, besides Java and Javascript.
5.1.1.3 Cache
This problem does not seem to appear in Netscape but if you suspect
Netscape is caching the pages, you may like to remove caching for
Netscape.
Preferably, users should make sure IE check for newer versions of
stored pages for every visit to the page.
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5.1.1.4 Back Button
Preferably, users should refrain from using the browser's back, forward
and reload or refresh button. Users should try to use the webfront's
buttons which are generally located at the bottom of the page.
5.1.2 Internet Explorer Settings
5.1.2.1 Enable SSL
ß
ß
ß
ß
On the Tools menu in Internet Explorer, click Internet Options.
Click the Advanced tab.
Scroll all the way down.
At the Security section, make sure "Use SSL 2.0" and "Use SSL
3.0" are selected.
5.1.2.2 Remove Caching of Pages
ß
ß
ß
On the Tools menu in Internet Explorer, click Internet Options.
Click the General tab.
At the center of the page, click on the Settings button (for the
Temporary Internet Files).
ß
Make sure "Every visit to the page" (of "Check for newer
versions of stored pages") is selected.
5.1.2.3 Please Refrain
ß
Preferably, users should refrain from using the browser's back,
forward and reload or refresh button.
ß
Users should try to use the webfront's buttons which are
generally located at the bottom of the page.
5.1.2.4 Summary for Internet Explorer
Options
Actions
ß
Click Internet Options on the Tools menu of
Internet Explorer
Enable SSL
Scroll all the way down to Security Section
ß
ß
Click the "Use SSL 2.0" and "Use SSL 3.0"
to make it enabled.
ß
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Proxy
Internet Explorer
ß
ß
Click the Connections Tab Section
Click on the Settings, depending whether
you are connected via LAN or Dial-up
ß
ß
Click on "Advanced" under Proxy server
setting
Make sure "Use the same proxy server for
all protocols" is checked
ß
Click Internet Options on the Tools menu in
Internet Explorer
ß
ß
Click the General Tab
Remove Caching of
Page
Click on the Setting Button at the center of
the pages
ß
ß
Click "Every visit to the page"
Use Webfront's button instead of Browser's
button
Back Button
5.1.3 Netscape Settings
5.1.3.1 Enable SSL
ß
To configure these options, open the Security window by
clicking the padlock icon (at the bottom left corner), then select
Navigator.
ß
Make sure SSL (Secure Sockets Layer) v2 and v3 are enabled
(i.e. clicked) at the Advanced Security (SSL) Configuration.
5.1.3.2 Remove Caching of Pages
ß
This problem is not so serious in Netscape. But if you suspect
Netscape is caching some of your pages, you may like to
remove caching of pages (as follows):
ß
ß
On the Edit menu in Netscape, click on Preferences.
Click on the + sign on the left of Advanced (3 more options
appear). Select Cache.
ß
Make sure "Every time" is selected for "Document in cache is
compared to document on network".
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5.1.3.3 Please Refrain
ß
Preferably, users should refrain from using the browser's back,
forward and reload or refresh button.
ß
Users should try to use the webfront's buttons which are
generally located at the bottom of the page.
5.1.3.4 Resize
ß
ß
Netscape refresh/reload even when you resize it.
The time taken to refresh/reload depends on your Internet
connection speed/traffic plus the size of your order. So please
avoid resizing your Netscape browser.
5.1.3.5 Table Summary for Netscape
Options
Actions
ß
Open the Security window by clicking the
padlock icon
Enable SSL
ß
ß
Select Navigator
Click SSL (Secure Sockets Layer) v2 and v3
enabled
ß
ß
ß
ß
ß
Click Preferences from the Edit Menu
Click on "+" sign on the left of Advanced
Click Proxies
Enable Secure
Proxy
Select "Manual Configuration"
Make sure that BOTH "HTTP" and
"SECURE" are set to the appropriate proxy
settings
ß
ß
ß
ß
Click Preferences from the Edit Menu
Click on "+" sign on the left of Advanced
Click Cache
Remove Caching of
Page
Click "Every Time" on the "Document in
cache is compared to document on the
network".
ß
ß
Use Webfront's button instead of Browser's
button
Back Button
Resize
Avoid resizing Netscape browser
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5.2 Hints on using SunB2B Webfront
5.2.1 Traffic Time
You are sharing the bandwidth of Internet with other people. If you
have problems in connectivity or traffic problem, you may need to avoid
to access B2B during rush hour.
5.2.2 Database Refresh
If you press the Refresh button, the system will search every item on
the screen with the database. This will require users to wait for a while
in order to translate all items. If you are in the rush hour, you may
experience hard time. In that case, if you are sure the items that you
have entered are correct, please press Next directly. All the items will
be stored in the database without translation. Translation will only
happen again if you request to see the "printable" version or revisit the
details.
5.2.3 Save as a draft
The Internet infrastructure is improving. However, in some countries,
the Internet infrastructure is under development and may not perform
as good as other countries. Unpredictable Internet performance may
cause the disappearing of the browser. Users are strongly advised to
use Save as Draft as often as you can to avoid any unpredictable event
happening.
5.2.4 Browser's Back Button
Preferably, users should refrain from using the browser's back, forward
and reload or refresh button. Users should try to use the webfront's
buttons which are generally located at the bottom of the page.
5.2.5 Opening 2 windows in Sun B2B
DO NOT open 2 windows to access SunB2B orders. This will cause
the session information to be replaced by the later request thus
causing the information display to be inconsistent. Stick to one window
to process your orders.
5.3 Frequently Asked Questions
5.3.1 What Is The Different Between IE and Netscape?
In general, both browsers will work fine for the SunB2B tool. However,
in some cases, the formatting of the page will appear different in
different browsers. If you find that the words in the browser is too small,
you can enlarge the font by changing the font size in the Preferences
menu in Netscape or Internet Options in IE.
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5.3.2 When I Click The Button, There Is No Response?
If the users cannot obtain any response from the browser, please try to
see if there is any dialog window at the back of the front browser. In
B2B, users normally will click the "printable version" of the PO. This
printable version of the PO is another window that displays in graphical
format. This window takes some times to display. If the users click the
button again before the running window comes out, the front browser
will be placed in front of the running window. The users click the button
and nothing happens. Actually, the running window has opened in the
back.
5.3.3 Why The Production Server Is Faster Than Testing Server?
Production environment is faster than the Testing Environment
because of the following reasons:
ß
ß
ß
It's at Singapore's Internet Exchange (Singtel IX) operated by
Singapore Telecom, which is a regional telecom hub, most of
the ISPs are only one-hop away. It also has 100+ Mbps link to
the USA.
iGINE servers hosted at Singtel IX are not throttled to any
limited bandwidth. Basically, we are charged based on the
amount of bandwidth the servers consume and not by the speed
of connectivity.
Lastly, the servers are E450s with 2GB RAM, 2 times more than
the Testing Server which are E250 with 1 GB RAM.
5.3.4 How To Investigate Performance Issue?
To make iGINE investigate the problem effectively, please collect the
following information:
5.3.4.1 Which URL site were they trying to get?
ß
If it is sigma.igine.com,
Can they ping 203.166.137.106 and 203.166.137.109?
ß
Can they ping 202.160.242.151?
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5.3.4.2 What is the DNS server that they are using (i.e. IP address).
5.3.4.3 What is the IP address of their machine?
5.3.4.4 Which is the partner that can use IE but not Netscape? If they
are having the problem,
ß
ß
did they set the right proxy for the problem browser?
does that problem browser support SSL?
6. TROUBLESHOOTING
For ERP-to-ERP partners, click here to display a list of error messages that
will be sent to the user in the event that the adapter fails to send the orders
successfully. The possible causes and remedies are listed as well.
7. APPENDIX
7.1 Guide to Log Issue via ASP's Web Site
7.1.1 Under "Your Company Name", enter the company you are
representing.
7.1.2 Under "Login ID", enter your login ID. (Should you do not have one,
please insert as N/A)
7.1.3 Under "Your Name", enter your name.
7.1.4 Under "Your E-mail", enter your electronic email contact address.
7.1.5 Under "Phone Number", enter your phone number with country and
area codes.
7.1.6 Under "Select Your Country", choose your country from the list.
7.1.7 Under "Priority", enter an appropriate urgency for the issue you are
reporting.
7.1.8 Under "Category Type", select an appropriate category representing
the nature of the issue you are reporting.
7.1.9 Under “Subject”, please provide a summary of the issue description.
7.1.10 Under "Description", please provide a detailed write-up on the issue
encountered.
7.1.11 Under “Add Attachment”, you may attach any file less than 0.8 MB
along with the issue submission.
7.1.12 Click "Submit".
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Figure 21 Order Management Feedback Form
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