Incident Details Page 1

Report Title: Incident Details

Run Date and Time: 2021-08-10 20:31:31 India Standard Time
Run by: Niranjan Taware
Table name: x_fru_inc_incident

Incident

Number: INC3990822 Created: 2021-05-24 23:00:13

Requested by: Ashish Narayane State: Closed
Requested by not found: false Resolve code: Solved - Permanently
Requested by contact info: Resolve Category: Other
Requested for: Ashish Narayane On hold reason:
Call back number: Assignment group: OTIS Global JDE BI SPT
Contact type: Self-service Assigned to: Kartheek Gembali
Location: 1st floor, Amar synergy, Business service: OTIS Global JDE France & NSA - BI
Sadhuwaswani chowk, (Qlik) & K2 workflows
User location country: India Application service: OTIS Global Business Intelligence
Address 2: Support Accounts Receivable

Business division: OTIS Technical service:

Business unit: OTIS - EMEA Configuration item:

Business service region: EMEA Situation: Default [Incident]

Business service country: France Impact: 3 - Moderate / Limited

External ticket ID: Urgency: 2 - High

Is Vendor Ticket: false Priority: 3 - Moderate

Time worked: 1 Hour 23 Minutes
Major incident state:

Short description:
Otis France Power BI ( Sustain) (Enhancement ):France - AR VIES Report : Null values in Invoice date
Description:
Production users are not able to see data for OTIS (307) and NSA (294) in AR VIES Report.
We are loading data based on Invoice Date column, which is null in rl_jde.arvies table for above mentioned Comp Codes.
See attached email for more details.

Process Integration

Parent incident: Caused by change:

Problem: Resolving change:
Source Intake:

Activity

Watch list: Work notes list:

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 2

Additional comments: 2021-07-19 13:30:20 - System Work notes: 2021-07-14 12:04:45 - Kartheek
(Additional comments) Gembali (Work notes)
Incident automatically closed after 5.0 Hi,
days in the Resolved state. Report Development is completed and
moved to production.
2021-07-14 12:04:45 - Kartheek Thanks
Gembali (Additional comments) Kartheek Gembali
Hi,
Report Development is completed and 2021-07-13 18:45:29 - Anish Belwe
moved to production. (Work notes)
Thanks @Kartheek Gembali as per comments
Kartheek Gembali from the user you can close this ticket

2021-07-05 17:41:11 - Ashish 2021-07-05 16:05:18 - Anish Belwe

Narayane (Additional comments) (Work notes)
reply from: L1.5 On Hold Follow Up4 - Sent an
Ashish.Narayane@otis.com Email to the user to followup on
Kartheek's data validation
Hi Anish,
2021-06-29 16:21:22 - Anish Belwe
Received PROD deployment (Work notes)
confirmation from Arnaud on AR VIES L1.5 On Hold Follow Up3 - Sent an
report. (See attached email for Email to the user to followup on
details) Kartheek's data validation
You can mark this ticket as resolved.
2021-06-22 15:14:49 - Arnaud Boucly
Best Regards, (Work notes)
Ashish Hi, @Kartheek Gembali, @Ashish
Narayane
From: Belwe, Anish I made some update on VIES local
<Anish.Belwe@otis.com> table (dbo.TVA_Intracommunautaire).
Sent: Monday, July 05, 2021 4:05 PM Please could you update PowerBI
To: OtisProdServiceNow VIES report with local data ?
<otis@service-now.com>; Narayane,
Ashish LARSEN & TOUBRO 2021-06-18 09:45:05 - Anish Belwe
INFOTECH LIMITED (Work notes)
<Ashish.Narayane@otis.com> L1.5 On Hold Follow Up2 - Sent to
Cc: DL OTIS GJDE L1.5 User to followup on Kartheek's
<DLOTISGJDEL1.5@otis.com>; comments
Gembali, Kartheek LARSEN &
TOUBRO INFOTECH LIMITED 2021-06-08 14:59:04 - Hemanth Killari
<Kartheek.Gembali@otis.com> (Work notes)
Subject: RE: [EXTERNAL] L1.5 On Hold Follow Up- Sent to User
INC3990822 - France - AR VIES
Report : Null values in Invoice date 2021-06-08 14:49:46 - Hemanth Killari
(Work notes)
Hi Ashish, L1.5 Ticket Quality(BS)- Updated
Business Service to France
Good Day!!!
2021-06-02 18:37:00 - Kartheek
As per the trail mail request you to Gembali (Work notes)
kindly provide with a response at the Hi,
earliest possible convenience for
quick resolution of your query. Thank We are awaiting for the user data
you. validation.

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 3

Regards Thanks
Anish Belwe Kartheek Gembali
Global JDE L1.5 Support
DL - 2021-06-02 18:35:15 - Kartheek
DLOTISGJDEL1.5@otis.com<mailto: Gembali (Work notes)
DLOTISGJDEL1.5@otis.com> Hi,
OTIS Sponsor – Oleg Tumarkin As per JDE Team, we don't have
sales for OTIS (307) and NSA (294)
companies in OTIS France. Sales is
there only for Sodica (00295)
From: Belwe, Anish company.
<Anish.Belwe@otis.com<mailto:Anish Please find the attached email for the
.Belwe@otis.com>> details.
Sent: Tuesday, June 29, 2021 4:21 Thanks
PM Kartheek Gembali
To: OtisProdServiceNow
<otis@service- 2021-05-31 17:09:49 - Kartheek
now.com<mailto:otis@service- Gembali (Work notes)
now.com>>; Narayane, Ashish Hi ,
LARSEN & TOUBRO INFOTECH
LIMITED We have received the ticket for the
<Ashish.Narayane@otis.com<mailto: Last Invoice Date is null for the some
Ashish.Narayane@otis.com>> comp codes in France and observer
Cc: DL OTIS GJDE L1.5 that join condition between F03B11
<DLOTISGJDEL1.5@otis.com<mailto and F42119 is failing
:DLOTISGJDEL1.5@otis.com>>;
Gembali, Kartheek LARSEN & Below is the logic we are using to
TOUBRO INFOTECH LIMITED fetch the Last Invoice Date.
<Kartheek.Gembali@otis.com<mailto: "
Kartheek.Gembali@otis.com>> Pass F03B11.DOC = F42119.DOC,
Subject: RE: [EXTERNAL] F03B11.DCT = F42119.DCT,
INC3990822 - France - AR VIES F03B11.KCO = F42119.KCO,
Report : Null values in Invoice date F03B11. RPSDOC = F42119.
SDDOCO, F03B11. RPSDCT =
Hi Ashish, F42119. SDDCTO, F03B11. RPSKCO
= F42119. SDKCOO,
Good Day!!! F03B11. RPLNID = F42119. SDLNID,
Fetch F42119.SDIVD = Latest Date "
In order to resolve your issue Thanks
Kartheek would be requiring your Kartheek gembali
response on data Validation. Also
Arnaud has made some updates on 2021-05-24 23:04:40 - Mehtaab
VIES local table Chougle (Work notes)
(dbo.TVA_Intracommunautaire). Hi,
We are working on it.
Comments from Kartheek-
“Hi,
As per JDE Team, we don't have
sales for OTIS (307) and NSA (294)
companies in OTIS France. Sales is
there only for Sodica (00295)
company.
Please find the attached email for the
details."

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 4

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: Belwe, Anish

<Anish.Belwe@otis.com<mailto:Anish
.Belwe@otis.com>>
Sent: Friday, June 18, 2021 9:45 AM
To: OtisProdServiceNow
<otis@service-
now.com<mailto:otis@service-
now.com>>; Narayane, Ashish
<Ashish.Narayane@otis.com<mailto:
Ashish.Narayane@otis.com>>
Cc: DL OTIS GJDE L1.5
<DLOTISGJDEL1.5@otis.com<mailto
:DLOTISGJDEL1.5@otis.com>>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com<mailto:
Kartheek.Gembali@otis.com>>
Subject: RE: [EXTERNAL]
INC3990822 - France - AR VIES
Report : Null values in Invoice date

Hi Ashish,

Good Day!!!

As per the trail mail, request your

response on Data Validation. Thank
you.

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: IT Service Desk <otis@service-

now.com<mailto:otis@service-
now.com>>
Sent: Tuesday, June 8, 2021 2:59 PM
To: Narayane, Ashish
<Ashish.Narayane@otis.com<mailto:
Ashish.Narayane@otis.com>>
Cc: DL OTIS GJDE L1.5

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 5

<DLOTISGJDEL1.5@otis.com<mailto
:DLOTISGJDEL1.5@otis.com>>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com<mailto:
Kartheek.Gembali@otis.com>>
Subject: [EXTERNAL] INC3990822 -
France - AR VIES Report : Null values
in Invoice date

Hello Ashish,

Good Day!!

As per the recent comments Kartheek

is waiting for your response on the
Data Validation. Kindly provide your
response so that he can expedite the
resolution.

Thank you!

Regards

Hemanth Kumar Killari

Global JDE L1.5 Support

DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>

OTIS Sponsor – Oleg Tumarkin

Ref:MSG44393602_lndfXfQQqNLLYR
iihyy

2021-07-05 16:07:31 - Anish Belwe

(Additional comments)
reply from: Anish.Belwe@otis.com

Hi Ashish,

Good Day!!!

As per the trail mail request you to

kindly provide with a response at the
earliest possible convenience for
quick resolution of your query. Thank

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 6

you.

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: Belwe, Anish

<Anish.Belwe@otis.com>
Sent: Tuesday, June 29, 2021 4:21
PM
To: OtisProdServiceNow
<otis@service-now.com>; Narayane,
Ashish LARSEN & TOUBRO
INFOTECH LIMITED
<Ashish.Narayane@otis.com>
Cc: DL OTIS GJDE L1.5
<DLOTISGJDEL1.5@otis.com>;
Gembali, Kartheek LARSEN &
TOUBRO INFOTECH LIMITED
<Kartheek.Gembali@otis.com>
Subject: RE: [EXTERNAL]
INC3990822 - France - AR VIES
Report : Null values in Invoice date

Hi Ashish,

Good Day!!!

In order to resolve your issue

Kartheek would be requiring your
response on data Validation. Also
Arnaud has made some updates on
VIES local table
(dbo.TVA_Intracommunautaire).

Comments from Kartheek-

“Hi,
As per JDE Team, we don't have
sales for OTIS (307) and NSA (294)
companies in OTIS France. Sales is
there only for Sodica (00295)
company.
Please find the attached email for the
details."

Regards
Anish Belwe
Global JDE L1.5 Support
DL -

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 7

DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: Belwe, Anish

<Anish.Belwe@otis.com<mailto:Anish
.Belwe@otis.com>>
Sent: Friday, June 18, 2021 9:45 AM
To: OtisProdServiceNow
<otis@service-
now.com<mailto:otis@service-
now.com>>; Narayane, Ashish
<Ashish.Narayane@otis.com<mailto:
Ashish.Narayane@otis.com>>
Cc: DL OTIS GJDE L1.5
<DLOTISGJDEL1.5@otis.com<mailto
:DLOTISGJDEL1.5@otis.com>>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com<mailto:
Kartheek.Gembali@otis.com>>
Subject: RE: [EXTERNAL]
INC3990822 - France - AR VIES
Report : Null values in Invoice date

Hi Ashish,

Good Day!!!

As per the trail mail, request your

response on Data Validation. Thank
you.

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: IT Service Desk <otis@service-

now.com<mailto:otis@service-
now.com>>
Sent: Tuesday, June 8, 2021 2:59 PM
To: Narayane, Ashish
<Ashish.Narayane@otis.com<mailto:
Ashish.Narayane@otis.com>>
Cc: DL OTIS GJDE L1.5
<DLOTISGJDEL1.5@otis.com<mailto
:DLOTISGJDEL1.5@otis.com>>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com<mailto:
Kartheek.Gembali@otis.com>>

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 8

Subject: [EXTERNAL] INC3990822 -

France - AR VIES Report : Null values
in Invoice date

Hello Ashish,

Good Day!!

As per the recent comments Kartheek

is waiting for your response on the
Data Validation. Kindly provide your
response so that he can expedite the
resolution.

Thank you!

Regards

Hemanth Kumar Killari

Global JDE L1.5 Support

DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>

OTIS Sponsor – Oleg Tumarkin

Ref:MSG44393602_lndfXfQQqNLLYR
iihyy

2021-06-29 16:22:51 - Anish Belwe

(Additional comments)
reply from: Anish.Belwe@otis.com

Hi Ashish,

Good Day!!!

In order to resolve your issue

Kartheek would be requiring your
response on data Validation. Also
Arnaud has made some updates on
VIES local table
(dbo.TVA_Intracommunautaire).

Comments from Kartheek-

“Hi,

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 9

As per JDE Team, we don't have

sales for OTIS (307) and NSA (294)
companies in OTIS France. Sales is
there only for Sodica (00295)
company.
Please find the attached email for the
details."

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: Belwe, Anish

<Anish.Belwe@otis.com>
Sent: Friday, June 18, 2021 9:45 AM
To: OtisProdServiceNow
<otis@service-now.com>; Narayane,
Ashish <Ashish.Narayane@otis.com>
Cc: DL OTIS GJDE L1.5
<DLOTISGJDEL1.5@otis.com>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com>
Subject: RE: [EXTERNAL]
INC3990822 - France - AR VIES
Report : Null values in Invoice date

Hi Ashish,

Good Day!!!

As per the trail mail, request your

response on Data Validation. Thank
you.

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: IT Service Desk <otis@service-

now.com<mailto:otis@service-
now.com>>
Sent: Tuesday, June 8, 2021 2:59 PM
To: Narayane, Ashish
<Ashish.Narayane@otis.com<mailto:
Ashish.Narayane@otis.com>>

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 10

Cc: DL OTIS GJDE L1.5

<DLOTISGJDEL1.5@otis.com<mailto
:DLOTISGJDEL1.5@otis.com>>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com<mailto:
Kartheek.Gembali@otis.com>>
Subject: [EXTERNAL] INC3990822 -
France - AR VIES Report : Null values
in Invoice date

Hello Ashish,

Good Day!!

As per the recent comments Kartheek

is waiting for your response on the
Data Validation. Kindly provide your
response so that he can expedite the
resolution.

Thank you!

Regards

Hemanth Kumar Killari

Global JDE L1.5 Support

DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>

OTIS Sponsor – Oleg Tumarkin

Ref:MSG44393602_lndfXfQQqNLLYR
iihyy

2021-06-18 09:44:51 - Anish Belwe

(Additional comments)
reply from: Anish.Belwe@otis.com

Hi Ashish,

Good Day!!!

As per the trail mail, request your

response on Data Validation. Thank
you.

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 11

Regards
Anish Belwe
Global JDE L1.5 Support
DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>
OTIS Sponsor – Oleg Tumarkin

From: IT Service Desk <otis@service-

now.com>
Sent: Tuesday, June 8, 2021 2:59 PM
To: Narayane, Ashish
<Ashish.Narayane@otis.com>
Cc: DL OTIS GJDE L1.5
<DLOTISGJDEL1.5@otis.com>;
Gembali, Kartheek
<Kartheek.Gembali@otis.com>
Subject: [EXTERNAL] INC3990822 -
France - AR VIES Report : Null values
in Invoice date

Hello Ashish,

Good Day!!

As per the recent comments Kartheek

is waiting for your response on the
Data Validation. Kindly provide your
response so that he can expedite the
resolution.

Thank you!

Regards

Hemanth Kumar Killari

Global JDE L1.5 Support

DL -
DLOTISGJDEL1.5@otis.com<mailto:
DLOTISGJDEL1.5@otis.com>

OTIS Sponsor – Oleg Tumarkin

Ref:MSG44393602_lndfXfQQqNLLYR
iihyy

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 12

2021-06-02 18:37:00 - Kartheek

Gembali (Additional comments)
Hi,

We are awaiting for the user data

validation.

Thanks
Kartheek Gembali

2021-06-02 18:35:15 - Kartheek

Gembali (Additional comments)
Hi,
As per JDE Team, we don't have
sales for OTIS (307) and NSA (294)
companies in OTIS France. Sales is
there only for Sodica (00295)
company.
Please find the attached email for the
details.
Thanks
Kartheek Gembali

2021-05-31 17:09:49 - Kartheek

Gembali (Additional comments)
Hi,

We are working with JDE team..

Thanks
Kartheek gembali

2021-05-24 23:04:40 - Mehtaab

Chougle (Additional comments)
Hi,
We are working on it.

Governance

Protocol not followed: false Reassignment count: 1

First line resolution: false Reopen count: 0
First call resolution: false State count: 7
Auto-Routed: true Major incident date:

Major Incident

Major incident date: Service Restored:

Major Incident Accepted: Next update:
Major Incident Rejected: Estimated resolution time:
Major incident owner:
Impacted departments:

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time

Incident Details Page 13

Tech Bridge:

Current status:

Temporary solution:

Reference

Reference1: JDE BI Classification level 1: JDE BI - INC

Reference2: Otis France Power BI Classification level 2: JDE BI- Accounts Receivable- INC
Reference3: Cloud Classification level 3: Enhancement
Reference4: CR
Reference5: PD
Reference6:

Related List Title: Task SLA List

Table name: task_sla
Query Condition: Task = INC3990822
Sort Order: None

2 Task SLAs

Business ela
SLA definitio Business tim Business ela Actual end ti
Task Type Target Stage psed percent Start time
n e left psed time me
age

INC3990822 Otis P3 SLA Completed 0 Seconds 2 Days 15 350 2021-05-24 2021-07-19

Resolution Hours 23:00:13 13:30:20
SLA
INC3990822 Otis P3 SLA Completed 2 Hours 0 Seconds 0 2021-05-24 2021-05-24
Response 23:00:13 23:04:40
SLA

Related List Title: Metric List

Table name: metric_instance
Query Condition: Table = x_fru_inc_incident AND ID = cf63248a879cf41068f77778cebb352f
Sort Order: None

11 Metrics

Calculation com
Created Definition ID Value Start End Duration
plete

2021-07-14 Creation to Incident: 2021-05-24 2021-07-14 50 Days 13 Hours true

12:04:50 Resolved INC3990822 23:00:13 12:04:45 4 Minutes
Duration

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Incident Details Page 14

Calculation com
Created Definition ID Value Start End Duration
plete

2021-05-31 State Duration Incident: On Hold 2021-05-31 2021-06-02 2 Days 1 Hour 25 true
17:09:50 INC3990822 17:09:49 18:35:15 Minutes
2021-06-02 State Duration Incident: On Hold 2021-06-02 2021-07-14 41 Days 17 Hours true
18:37:05 INC3990822 18:37:00 12:04:45 27 Minutes
2021-05-24 State Duration Incident: New 2021-05-24 2021-05-24 4 Minutes true
23:00:15 INC3990822 23:00:14 23:04:40
2021-07-14 State Duration Incident: Resolved 2021-07-14 2021-07-19 5 Days 1 Hour 25 true
12:04:50 INC3990822 12:04:45 13:30:20 Minutes
2021-06-02 State Duration Incident: Work in Progress 2021-06-02 2021-06-02 1 Minute true
18:35:20 INC3990822 18:35:15 18:37:00
2021-05-24 State Duration Incident: Work in Progress 2021-05-24 2021-05-31 6 Days 18 Hours true
23:04:45 INC3990822 23:04:40 17:09:49 5 Minutes
2021-07-19 State Duration Incident: Closed 2021-07-19 2021-07-19 0 Seconds true
13:30:21 INC3990822 13:30:20 13:30:20
2021-05-24 Assignment Incident: OTIS Global Data 2021-05-24 2021-05-24 4 Minutes true
23:00:15 Group Duration INC3990822 and Business 23:00:14 23:04:40
Intelligence
Support SPT
2021-05-24 Assignment Incident: OTIS Global JDE 2021-05-24 2021-07-19 55 Days 14 Hours true
23:04:45 Group Duration INC3990822 BI SPT 23:04:40 13:30:20 25 Minutes
2021-05-24 Assigned To Incident: Kartheek Gembali 2021-05-24 2021-07-19 55 Days 14 Hours true
23:04:45 Duration INC3990822 23:04:40 13:30:20 25 Minutes

Related List Title: ebond Instance List

Table name: u_ebond_instance
Query Condition: ID = cf63248a879cf41068f77778cebb352f
Sort Order: None

None

Run By : Niranjan Taware 2021-08-10 20:31:31 India Standard Time