MustGather for IBM Sterling Order Management: Payment Issues

1. Provide the Business Impact along with any timelines impacted due to the reported issue.
2. Is this a new flow being tested or was this working before?
3. Is the problem reproducible on PROD environment only?  Or is it only reproducible on Lower environment (Dev, QA, etc.)?
4. Were there any recent changes in the impacted environment such as a custom deployment, Fix pack (Minor version) or Major version upgrade that you think might have caused this issue?
5. Please share more details on the exact issue along with supporting screenshots and/or a recording of the problem.
6. Also highlight the Observed Vs Expected behavior.
7. What are the exact steps to follow to reproduce the issue?
   • Include the createOrder input used.
   • Include the APIs being called at each step along with the corresponding API input XMLs used.
   • Also indicate at which step the issue occurs and what is the actual and expected behaviour.
8. What are the payment configurations and User Exits(UEs) used in the problematic scenario?  Please share the following details:
   • Payment Rules

     To view payment rules, perform the following steps:

     1. Launch Sterling Business Center.
     2. From the Home page click System Setup.
     3. Expand Payments menu, and click Payment Rules. The  Payment Rules Search window opens.
     4. Take a screenshot and share it.
   • Payment Types

     To view payment types, perform the following steps:

     1. Launch Sterling Business Center.
     2. From the Home page click System Setup.
     3. Expand Payments menu, and click Payment Types. The Payment Types Search window opens.
     4. Take a screenshot of both Charge and Refunds sides and share it within the case.   
   • Financial Rules

     To view financial rules, perform the following steps:

     1. Launch Sterling Business Center.
     2. From the Home page click System Setup.
     3. Depending on the type of Order you will need to click the appropriate drop down.
     4. Click Financial Rules.
     5. Take a screenshot and share it within the case.
   • User Exits (UEs) involved

     Provide the information on the setup of the User Exits using the below steps:

     1. Open the Applications Manager and select the application that you want.
     2. From the tree in the application rules side panel, choose System Administration > User Exit Management. The User Exit List window displays in the work area.
     3. Choose the UE and get the screenshot of the configuration. For more information please click here    
     4. Provide an overview of the UE implementation. What is the general flow
9. If Dynamic Charge Transaction is enabled, please provide the following information :
   • Details of yfs_charge_tran_request table.  Please run the query below and share the output over the case in .csv format:
      select * from yfs_charge_tran_request where order_header_key = 'orderHeaderKey'
   • Input being used for manageChargeTranRequest API.
10. If the problem is seen for Return Order Flow then:
    • Confirm if ProcessPaymentOnReturnOrder flag is set to true or false in the input of Create Return Order API. 
    • Share the createOrder input used for creating the Return Order.
    • Provide details of charge transaction records for Return Order. Please run the query below and share the output over the case in .csv format:
       select * from yfs_charge_tran_request where order_header_key = 'orderHeaderKey'
      (Specify the order header key for the return order here).
    • If there is an Exchange Order for the return, share the createOrder input for the Exchange Order, along with the corresponding charge transaction records.
11. If the issue is around tax calculation, then please share the following:
    • Provide the corresponding records in YFS_TAX_BREAKUP table.  Please run the query below and share the ouput in .csv format.
      for header level taxes - select * from yfs_tax_breakup where header_key = 'orderHeaderKey'
      for line level taxes - select * from yfs_tax_breakup where line_key = 'orderLineKey'
    • If YFSRecalculateLineTaxUE or YFSRecalculateHeaderTaxUE are enabled, share an overview of the tax calculation logic implemented.
12. CSV export of the Charge Transaction Table. The information can be retrieved by using the following query:
    • SELECT * from YFS_CHARGE_TRANSACTION WHERE ORDER_HEADER_KEY = 'order_header_key' ORDER BY createts desc;
    • Then depending on your DB tool you can export the content and share on the case in .csv format.
13. CSV export of the YFS_PAYMENT table.  The information can be retrieved by using the following query:
    • SELECT * from YFS_PAYMENT WHERE ORDER_HEADER_KEY = '<order_header_key>' ORDER BY createts desc
    • Then depending on your DB tool you can export the content and share on the case in .csv format.  
14. Verbose logs of Payment APIs (i.e. RequestCollection and Execute Collection):
    • Log on to the Application Console
    • Go to System > Launch System Management
    • Click Tools > Trace component. The Trace component window is displayed
    • Select the Component Type and Component Name appropriately
    • Select the Trace Level as VERBOSE to get detailed logs.
    • Note: For On-Prem or legacy platform Once you start the trace, until you stop it, the component is traced and details are recorded in the corresponding logs. For Next-generation platform, the traces that are set for collecting logs expire by default after 10 minutes from the time they are started.
15. If the same scenario is working as expected on another environment or under different conditions, please also share all the details requested above for the working scenario as well.
16. If the issue is with Sterling Sensitive Data Capture Server (SSDCS), please share the following data:
    • ssdcs.properties file: SSDCS properties file is located in <SSDCS_DIR>/properties directory
    • Customer_overrides.properties file:  This file is located in <omsfolder>/ssfs/properties/customer_overrrides.properties
    • Error logs from both SSDCS and OMS folders (/home/oms/ssfs/logs)
    • Sometimes call doesn’t make to SSDCS and fails in OMS so these logs will help us understand where the errors are occurring.
    • Note: The Sterling Sensitive Data Capture Server (SSDCS) is deprecated in v10.

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General IBM Support hints and tips

• Best practices for payment processing - Best practices recommended by IBM when you use multiple payment gateways with the Sterling Order Management application.
• Payment processing considerations - Overview of payment processing, payment types, payment status, and payment processing transactions.
• Payment-related APIs - Overview of different payment APIs and when to use them.
• Payment collection - Overview of the payment collection transaction which is used to create authorization and charge requests.
• IBM Support Portal - IBM Support Portal home page.
• IBM Support Guide - A guide to best practices and procedures when working with IBM Support for each type of product.
• IBM Directory of worldwide contacts - IBM Support worldwide Contacts.
• How to create and manage Enhancement Requests - Submit or vote for a product requirement.