Sun Microsystems B2B User Manual

S
UN
B2B O
User's Guide for Sun's Partners
TABLE OF CONTENTS
1. INTRODUCTION
RDER PROCESSING MANAGEMENT
S
YSTEM
(Download PDF version ~700KB)
Version 2.1
1 September, 2003
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
SunB2B Partner’s User Guide v 1
4.2 Service Level Agreement
4.3 Emergency Contact
5. PERFORMANCE ENHANCEMENT GUIDE
5.1 Preferred Browser Settings
5.2 Hints on using SunB2B Webfront
5.3 Frequently Asked Questions
6. TROUBLESHOOTING
7. APPENDIX
7.1 Guide to Log Issue via ASP's Web Site
SunB2B Partner’s User Guide v 2
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:

General Purchasing Order Information

Market Tracking Information
In addition, where applicable, the following information is required in hardcopy with the appropriate approvals,

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.
3.1.2 Go to the Sun B2B WebFront web page at https://www.sun-b2b.com
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:

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
No
Error
Message
(Fig 3)
Yes
Yes
Log Access
3rd
Attempt?
Partner's
Profile
Load Sun B2B
Webfront
Key in Login ID and Password
Valid
Yes
Password?
Access
Denied
(Fig 2)
Partner's
Profile
Login Page
(Fig 1)
Database iGINE Partners
User
Deactivated?
Partner's
Profile
No
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.
Partner? Yes
No
Partner
Page
(Fig 6)
OA Staff
Page
(Fig 12)
Establish
Session
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 sunb2b@igine.com to request for re-activation of the user account.
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3.4 Password Administration
3.4.1 Forgot Password:
3.4.1.1
3.4.1.2
Click the Forgot Password link on the User Login Screen.
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.
(Flowchart 2)
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"
Login Page
(Fig 1)
Database iGINE Partners
Password
Key in "Login ID" and "Partner ID'
Forgot
Page
(Fig 4)
Send password via
email to user
User's Profile
return to
home page
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"
Change
Password
Page
(Fig 5)
Database iGINE Partners
Key in Old and New Password
Check that old
password is
correct and update
account with new
password
User's Profile
return to
home page
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:
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
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Enter PO information in Generate New PO Screen
Field Name Description
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)
End User PO Number (End User Order)
Partner's PO Number (End User Order)
PWD Cart ID/WebDesk Quote ID
ES Quote Number (for Ordinary Order)
Special Discount Number
Unique code number of the purchase order.
Unique code number of the end user purchase order.
Unique code number of the partner's PO.
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.
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.
A number assigned for the Special Term Request (STR) applied for discount computation.
Pricing Option
Main Line
New Part
: Ensure that
Note
the part is valid before checking
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.
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.
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.
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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.
Model No.
Qty
Discount (%) Price ($)
Nett-to Sun Price (End User Order)
or
Unique code number of the ordered product/part.
The model number assigned to the indicated part.
(This field has been disabled)
The quantity of the part ordered by the partner.
Nett
Unit Price will always take precedence over the Discount Percentage value.
If both the fields are entered, the system will back­calculate the discount based on the unit price keyed-in and update the discount percentage field accordingly, regardless of the value keyed-in previously.
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
Distributor Price Commission Orders.
which is meant for
Back
Extended
EMC/CCIB#
Date Requested (MM/DD/YYYY)
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 =
the multiply of $400 x 2 themselves)
This is an optional field that is required by some
Taiwan and PRC orders
product parts have been certified/checked with an EMC/CCIB#
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.
US$800
(partners are to compute
to indicate that certain
Each product/part has corresponding buttons:
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Button Name Description
Add
Update
Delete
Add the keyed-in product/part details to the PO. Product/Part(s) added is displayed at the lower portion of the screen.
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

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.

This two sets of information are mutually exclusive and partners are required to entered only one set
Billing information

Partner has to select a BillTo ID from the dropdown list.
If the ID is NOT known, Partner is required to key in the relevant

shipping details.

This two sets of information are mutually exclusive and partners are required to entered only one set
Other information

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’)
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:
SunB2B Partner’s User Guide v 20
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
SunB2B Partner’s User Guide v 21
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
SunB2B Partner’s User Guide v 22
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
SunB2B Partner’s User Guide v 24
Additional Business Rules:
For ERP to ERP partners, fax RConfig check to Sun OAs.

(Please check with your respective SUN contact for more info)

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 Description
Refresh
Previous
Reset
Save As Draft
Next
Update the values of the product/part details and/or update the Billing Information and Shipping Information.
Go back to the previous page or screen
Clear the entries on the current page
Save the current PO in Draft stage, this implies that PO is not yet submitted and invisible to Sun OA.
Go to the next page or screen.
All orders tracked by the system bear the following status:
PO Status Description
Draft
Change Draft
POs generated via the webfront but are held temporarily within the user account, before submission.
A Change Order in draft mode before submission.
Submitted
Change Submitted
Locked
SunB2B Partner’s User Guide v 25
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)
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.
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
Rejected
Change Locked
Cancelled Order
(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.
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.
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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SunB2B Partners User Guide v 27
SunB2B Partners User Guide v 28
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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SunB2B Partners User Guide v 31
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 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 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.
Draft
verified/changed verified
or
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.
SunB2B Partner’s User Guide v 32
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,
https://www.sun-b2b.com/
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,
Figure 20 Change Order History
https://www.sun-b2b.com/
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,
https://www.sun-b2b.com/
SunB2B Partner’s User Guide v 33
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
1
2
3
Urgent, System unusable Within 15 minutes
Serious, System seriously impaired Within 2 hours
Non-critical, General questions Within 4 hours
Issue Definition Response Time
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.
SunB2B Partner’s User Guide v 34
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




5.1.2.2




5.1.2.3
Enable SSL
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.
Remove Caching of Pages
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).
Make sure "Every visit to the page" (of "Check for newer versions of stored pages") is selected.
Please Refrain

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.
5.1.2.4
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Summary for Internet Explorer
Options Actions

Enable SSL


Click Internet Options on the Tools menu of Internet Explorer
Scroll all the way down to Security Section
Click the "Use SSL 2.0" and "Use SSL 3.0" to make it enabled.
Proxy
Remove Caching of Page
Back Button
Internet Explorer

Click the Connections Tab Section

Click on the Settings, depending whether you are connected via LAN or Dial-up

Click on "Advanced" under Proxy server setting

Make sure "Use the same proxy server for all protocols" is checked

Click Internet Options on the Tools menu in Internet Explorer

Click the General Tab

Click on the Setting Button at the center of the pages

Click "Every visit to the page"

Use Webfront's button instead of Browser's button
5.1.3 Netscape Settings
5.1.3.1
Enable SSL

To configure these options, open the Security window by clicking the padlock icon (at the bottom left corner), then select Navigator.

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
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):
On the Edit menu in Netscape, click on Preferences.


Click on the + sign on the left of Advanced (3 more options appear). Select Cache.

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
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.
5.1.3.4
Resize

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
Enable SSL
Enable Secure Proxy

Open the Security window by clicking the padlock icon

Select Navigator

Click SSL (Secure Sockets Layer) v2 and v3 enabled

Click Preferences from the Edit Menu

Click on "+" sign on the left of Advanced

Click Proxies

Select "Manual Configuration"
Make sure that BOTH "HTTP" and

"SECURE" are set to the appropriate proxy settings

Click Preferences from the Edit Menu

Click on "+" sign on the left of Advanced
Remove Caching of Page
Click Cache


Click "Every Time" on the "Document in cache is compared to document on the network".

Back Button
Resize
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Use Webfront's button instead of Browser's button

Avoid resizing Netscape browser
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:
It's at Singapore's Internet Exchange (Singtel IX) operated by
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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.
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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.
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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?
If it is sigma.igine.com,
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Can they ping 203.166.137.106 and 203.166.137.109?
If it is www.sun-b2b.com,
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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
5.3.4.4
What is the IP address of their machine?
Which is the partner that can use IE but not Netscape? If they are having the problem,
did they set the right proxy for the problem browser?
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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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