India Post

FINACLE CBS FAQs & User Guide

FAQ User

Table of Contents
1.

CONFIGURATIONS AND PROCESS ............................................................................................................ 4

1.1.
1.2.
1.3.
1.4.

2.

DESKTOP SETTING ( BROWSER SETTING, SECURITY SETTINGS, JRE VERSION ETC.)..................................... 4

PRINTER SETTING (PASSBOOK) ............................................................................................................... 4
ATM PROCESS DOCUMENT AND PIN MANAGEMENT ................................................................................. 4
E-BANKING PASSWORD PRINTING AND PIN PRINTING ............................................................................. 4

COMMON ISSUES ..................................................................................................................................... 5

PASSBOOK NOT PRINTING......................................................................................................................... 5
NAME OF THE OFFICE OR THE CUSTOMER ADDRESS BEING PRINTED WRONGLY IN PASSBOOK.................................. 5
PASSBOOK NOT ENABLED AT THE ACCOUNT LEVEL .......................................................................................... 5
SIGNATURE RELATED ERRORS ................................................................................................................... 5
SIGNATURE VIEW ISSUES DUE TO DESKTOP SETTINGS NOT PROPER ..................................................................... 5
SIGNATURE VIEW ISSUES DUE TO ACCESS NOT PROVIDED ................................................................................. 7
SIGNATURE/PHOTOGRAPH VIEW ISSUE ........................................................................................................ 7
SIGNATURE VIEW ISSUES - STEPS TO IDENTIFY THE EXACT ISSUE ........................................................................ 8
ISSUES IN CERTIFICATES ........................................................................................................................... 9
NSC/KVP ACCOUNTS NOT FETCHED ........................................................................................................... 9
CERTIFICATE NOT AVAILABLE IN FINACLE ( RECORD NOT MIGRATED) ................................................................ 10
ISSUES DURING DISCHARGE OF CERTIFICATES.............................................................................................. 10
NOT ABLE TO PRINT CERTIFICATES ............................................................................................................ 10
ERRORS IN AGENTS PORTAL ................................................................................................................... 11
AGENT ID CREATION IN E-BANKING ......................................................................................................... 11
ACCOUNTS NOT VISIBLE FOR THE AGENTS .................................................................................................. 11
AGENT IDS MANUALLY CREATED IN FINACLE CONTAINS SPACE AND DOT. .......................................................... 12
NOT ABLE TO LOGIN WITH THE AGENT ID OR PASSWORD PROVIDED. .............................................................. 12
MIS INTEREST ISSUES ............................................................................................................................ 12
RD CLOSURE ISSUE WHERE USER DEFINED LIEN EXITS. ............................................................................. 12
ISSUES IN CLEARING ............................................................................................................................... 14
INWARD CLEARING ISSUES DUPLICATE INSTRUMENT .................................................................................. 14
INSTRUMENT IS POST DATED ................................................................................................................... 15
INSTRUMENT TYPE IS INVALID FOR SCHEME................................................................................................. 16
HOW TO CHANGE FROM SBGEN TO SBCHQ IF IT IS A CHEQUE ACCOUNT AND MIGRATED AS SBGEN AND HOW TO
ENTER AVAILABLE BLANK CHEQUE NUMBERS?............................................................................................................... 17
1.7.5.
OUTWARD CLEARING ISSUE - SORT CODE NOT PRESENT FOR A PARTICULAR BANK AND BRANCH COMBINATION ...... 17
1.7.6.
PROCESS OF HANDLING RBI CIRCULAR INTIMATING ABOUT A NEW BANK & BRANCH: ........................................ 19
1.7.7.
HOW TO HANDLE OUTSTATION CHEQUE IN FINACLE? .................................................................................. 19
1.1.
1.1.1.
1.1.2.
1.2.
1.2.1.
1.2.2.
1.2.3.
1.2.4.
1.3.
1.3.1.
1.3.2.
1.3.3.
1.3.4.
1.4.
1.4.1.
1.4.2.
1.4.3.
1.4.4.
1.5.
1.6.
1.7.
1.7.1.
1.7.2.
1.7.3.
1.7.4.

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USE HIRM MENU AND FOLLOW BELOW MENTIONED STEPS:- .......................................................................................... 19

1.7.8.
WHAT IS THE PROCEDURE FOR OUTSTATION ' AT PAR' CHEQUES. FOR THESE KIND OF CHEQUES NO SERVICE CHARGE
HAS TO BE COLLECTED) ............................................................................................................................................ 20
1.7.9.
CARVING COULD NOT BE DONE DUE TO SCHEME ERRORS. .............................................................................. 20
1.8.
TRANSACTION POSTING FAILURE IN INWARD CLEARING ........................................................................... 21
1.9.
ACCOUNT CLOSURE ISSUES ...................................................................................................................... 22
1.9.1.
LOAN ACCOUNT CLOSURE ISSUE ............................................................................................................... 24
1.9.2.
PREMATURE CLOSURE ISSUES .................................................................................................................. 25
1.9.3.
DORMANT SB ACCOUNT CLOSURE ISSUE .................................................................................................... 27
1.10.
CASH/TELLER ACCOUNT RELATED ERRORS ......................................................................................... 28
1.10.1.
RD LOAN ACCOUNT PAYOFF DONE THROUGH CASH RECEIPT ........................................................................... 29
1.10.2.
TRANSACTION NOT GETTING POSTED IN CTM/HTM MENU .......................................................................... 30
1.11.
NSC ACCOUNT OPENED BUT VERIFICATION IS NOT HAPPENING............................................................. 31
1.12.
MENU NOT AVAILABLE TO PARTICULAR USER ...................................................................................... 31
1.13.
AGENTS TRYING TO POST WITH AGENT TYPE AS SAS .......................................................................... 32
1.14.
USER ALREADY LOGGED IN AND USER ACCOUNT GOT LOCKED. ............................................................. 32
1.15.
USER_MENU_ID IS UNDEFINED........................................................................................................... 32
1.16.
EOD ISSUES ...................................................................................................................................... 32
1.16.1.
STEPS TO ENSURE A FAST EOD ................................................................................................................ 32
1.16.2.
STEPS TO INQUIRE EOD BLOCKING VALIDATIONS. ........................................................................................ 33
1.17.
FINACLE NOT AVAILABLE OR FINACLE IS DOWN.................................................................................. 33
1.17.1.
INSTRUCTIONS FOR USERS AT POST OFFICE ................................................................................................ 33
1.17.2.
INSTRUCTIONS FOR L1 SUPPORT .............................................................................................................. 37
1.18.
ANDHERI CONNECTIVITY ISSUE .......................................................................................................... 37
1.19.
MENU GETTING LOCKED AFTER REPEATED USE. ................................................................................... 38
3. FORMATS .................................................................................................................................................... 38
1.1.
1.2.

ISSUE REPORTING FORMAT..................................................................................................................... 38

ESCALATION MATRIX ............................................................................................................................. 38

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1. Configurations and Process

1.1. Desktop Setting ( Browser setting, Security settings, JRE version etc.)
For the Finacle CBS application, the configuration details are specified in the below
attached zip file.

F in acle Deskto p
settin g versio n 1 1. zip

1.2. Printer Setting (Passbook)

For the proper printing of the passbook, the Passbook Printer needs to be configured as
per the below specified document.

Passbook_printer_s
ettings.zip

1.3. ATM Process document and PIN Management

Please see below the word document for the complete ATM Process and its PIN
management.

Creation of
Interim process of
Placeholder ATM Suspense Account
handlingfor
ATM
4 Sol.doc
operations during Pilot.doc

1.4. E-Banking Password Printing and PIN Printing

Please see below the word document for the complete E-Banking password and PIN
printing.

Finacle Ebanking
Ebanking-pin.pdf
Procedure-PasswordPrinting.docx

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2.

Common Issues

1.1. Passbook not printing

1.1.1.

Name of the office or the customer address being printed wrongly in Passbook

Issue Reported : For.e.g It is reported by the counter PA at Srikakulam HO, the

name of the PostOffice in the passbook front page is showing as SRIKALAHAS,
ANDHRA PRADESH, INDIA, 532001. instead of SRIKAKULAM, ANDHRA
PRADESH, INDIA, 532001.
Solution: Check the city code linked to the address of the Post office or the
customer address. Then validate the city code description in the menu HRRCDM.
Either the HRRCDM city code in the customer's address / Post office address has to
be changed in the address details or the description of the particular code has to be
changed in HRRCDM menu.
HRRCDM access is given to DOP Operations team to maintain the details.
1.1.2.

Passbook not enabled at the account level

Solution: The passbook is not enabled at the account level. The same has to be
modified at the account level for passbook printing.
For PPF account, the menu HACM has to be used for modification of the field A/C
statement in the General Details tab.
For SCSCC accounts, the menus CSCAM/SCSSMAV to be used
For MIS accounts, the menus CMISAM/MISAMAV to be used

1.2. Signature related errors

1.2.1.

Signature view issues due to desktop settings not proper

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Solution: Please check the desktop settings and then try viewing the signature.

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1.2.2.

Signature view issues due to access not provided

Solution: The issue is present due to the access not provided to the particular user.
The changes have to done in the user creation by modifying the USER GROUP
NAME to ADMIN
User to contact the DOP Operations team to get the issue rectified.
1.2.3.

Signature/photograph view issue

Error Screen shot

Solution
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Check for the signature view from other user id and other location, preferably DOP
Operations Team. Issue may be with the desktop settings. The above issue is not occurring
for the below user id as per the screenshot attached.
Solution Screenshot

1.2.4.

Signature view issues - Steps to identify the exact issue

Issue Reported : Signature is not displayed

Solution: The signature not displayed might be due to several factors like

Desktop Setting not done properly ]

Access not given to the user.
] Explained in 1.2.1 ,1.2.2 and
1.2.3 above

Signature not uploaded properly

If signature is not uploaded in Finacle, system will show the below
details:

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Signature not migrated due to huge size.

Any signatures present in Sanchay Post database which is above 30kb size shall be
dropped while migrating in Finacle. After the data upload, as a part of the recon details,
Infosys shall provide the details of signatures dropped during upload. POs need to ensure
that when the customer whose signtaure is dropped comes to the PO, fresh signature
mandate is captured using a new 'account opening form' and customer's transaction is
allowed based on the fresh signature mandate. POs to ensure that the account opening
form is clearly identified by writing 'Signature mandate' on top of first page of the form .
They should also clearly mention the CIF id and account number on the form. The form
shall be sent to CPC for scanning and upload of signature in Finacle.

1.3. Issues in Certificates

1.3.1. NSC/KVP accounts not fetched
Error Screen shot

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Solution
The input criteria provided in the Registration No. field is incorrect. R has to be suffixed
for Registration number.
1.3.2.

Certificate not available in Finacle ( record not migrated)

Issue Reported : At NSC Counter, A NSC is presented by Customer Of Rs.10000/In the name of Shri Harish R Jakhete with Regn No. 80537 dated 21.10.2005
Certificate No.69EE265815 . But while Discharging the certificate, the error shown is
as "No records fetched". Hence it is not possible for us to discharge the certificates.
Solution: There is a possibility that the certificates are not migrated. Please check
re-conciliation report if NSC was avilable in Sanchay Post or check data digitization
sign off report if NSC were issued manually. Approach DMCC.
1.3.3.

Issues during Discharge of Certificates

Whenever the Certificates are discharged, the cash transactions are done by the user
for paying out the proceeds to the customer. At the same time, the NSC/KVP account
needs to be closed by the teller in Finacle.
1.3.4.
1.

Not able to print Certificates

The certificate should not be actually printed till orders issued fro Directorate.

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2.
When certifcate is manually written, before handing over the same to
customer - a dummy print needs to be executed in Finacle using HDRP. Ensure that
"printed succesfully" radio button is ticked during executing the menu HDRP.
3.
The critical point is certificate inventory should be moved from DL (double
lock) to EM (Employee Location) as and when printing is required.
4. There Should never be a case where a customer is given a hand written certificate
and print command is pressed later. This would lead to mismatch of certificate
number.
5. In case certificate is wrongly printed and the customer has returned or the post
office is in possetion of the wrong certificate - a duplicate certificate needs to be
printed using HDUDRP menu option.

1.4. Errors in Agents Portal

1.4.1.

Agent ID Creation in e-Banking

Issue Reported : Please create Agent ID in e-banking as it was not part of migrated
agents.
Solution: The Agent ID should be first created in Finacle using the menu HDSAMM
by the post office . After that, the Agent ID should be shared with Help Desk for
creating the Agent ID in e-banking as well.
1.4.2.

Accounts not visible for the Agents

Possible reasons for ACCOUNTS NOT VISIBLE FOR AGENTS

Same Agent might have SAS and MPKBY agency.

Duplicate agent ids are present. While renewal instead of correcting the
existing ID, new agent ID has been created resulting in Duplicate IDs. Further
in many post offices it is seen that SB account number is linked even to these
duplicate agent IDs.

If multiple IDs are present to same agents, PO should refer to correct MPKBY
ID from the excel sheet provided during Data Migration Transformation and
check whether the RD accounts are linked to this ID.
When the agent logs in, accounts are not visible. Please link the accounts.
Solution: The account linkage for the Agent has to be done in Finacle by the PO user
by going to account modification menu for each account.

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1.4.3.

Agent IDs manually created in Finacle contains space and dot.

Issue Reported : Agent IDs manually created in Finacle contains space and dot.
Solution: Agent IDs created in Finacle should not contain space or a dot. Agents
Portal will not allow creation of such agent ids.
1.4.4.

Not able to login with the Agent ID or Password provided.

Issue Reported : Not able to login with the Agent ID or Password provided.
Solution: Passwords are case sensitive i.e. lower case and upper case characters
should be entered as is. If the agent enters password wrongly 10 times, the Agent ID
gets disabled.

1.5. MIS Interest issues

Issue Reported : For Example, Mis Account number 0008079307 interest is calculated by
finacle is Rs.
338/- . It is calculated manually that the actual interest is Rs. 344/-From that it is clear that
Rs. 6/- is showing excess. The following are the details of the account
Name: K Thuraichi
A/C Type: MIS
A/C no: 0008079307
Principal amount: 49500/Opening date: 23-12-2011
Solution:
The MIS accounts interest is applied during EOD by the batch job GEN18. Steps to find out
the reason for difference in interest amount
1. Check the SOL id of the account.
2. In the EOD reports of the interest run of the account, this account will also be present.
3. The .SUC report shows the total interest calculated amount till date. System deducts the
last interest applied amount (migrated data) and then applies the rest of the amount.

1.6. RD closure issue where user defined lien exits.

Issue Reported : Screenshot

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Solution :
This issue occurs when there is a lien placed at the account which is being closed. This lien
can be seen in the menu HALM. The lien has to be removed by making the expiry date as
System Date and then the closure should be done.

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1.7.

Issues in Clearing

1.7.1.

Inward clearing issues Duplicate instrument

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Solution
In all such cases, the instrument has to be modified or marked as reject in the inward
clearing process. Attaching the document with the step by step process.

Inward Reject.docx

1.7.2.

Instrument is post dated

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Solution
In such cases, the below step by step process has to be followed

1. Invoke HMICZ , select function as 'Revoke Suspension' and enter the zone
code
2. In HICTM menu, select modify function and click on Go.
3. Next screen click on Accept
4. The next screen shows the records which has the post dated instrument
date. Modify the record with the proper instrument date and submit
5. Verify through another user
6. Invoke HMICZ and suspend the zone.
7. Invoke HMICZ and run 'Validation run' and 'Validation report'
8. Invoke HMICZ and Post the zone
9. Invoke HMICZ and close the zone

1.7.3.

Instrument type is invalid for scheme

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Solution
The account 0025387513 belongs to the scheme code SBGEN, hence the issue. The
instrument type CHQ is not valid for this scheme code. If the cheque number in invalid
then also this error is thrown. The account entered here should belong to the scheme
type SBCHQ.
1.7.4.

How to change from SBGEN to SBCHQ if it is a cheque account and migrated

as SBGEN and how to enter available blank cheque numbers?

Transfer the account to SBCHQ using the menu HACXFRSC and issue the cheques via
HICHBA menu.

HACXFRSC Menu Screen shot.

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1.7.5.

Outward Clearing Issue - Sort code not present for a particular bank
branch combination (For DOP CBS IT OPration Team only)

and

Issue Reported : When we lodge the Outward Cheques for clearing the sortcodes related to
the concerned cheques ( Nasirabad Bank Branch Codes ) are not being accepted by the
software.So How will we enter the Bank Branch related sortcodes without having any Bank
code in search option for that particular Branch of Bank. Kindly arrange the all Bank related
Codes Or some other solution for feeding.

Solution
Sort code means MICR Code.
1.The cheque can be lodged under the sort code of the 'service branch' of the same bank, if
that code is available in Finacle
is it mandatory to select Service Branch Code? Can any other branch code of same bank
available in data base be selected?
Answer: Any valid sort code can be selected.
2.If the sort code of the service branch ( main branch that participates in clearing for that
bank ) is not available, then please use the menu HBRTM to add the missing sort code as

per the attached document.

Steps to add the

Sort code in HBRTM.docx

3. Once the above is done, cheques can be lodged in outward clearing.

1.7.6.

Process of handling RBI Circular intimating about a new Bank & Branch (For
CBS IT Operatioan Team only):
Circular from RBI intimating about any new bank shall be received at the local SO/HO.
The SO/HO need to forward the said circular to the DOP Operations team which shall
create the new Bank code in the menu option HBKTM and the new branch code in
HBRTM. The MICR city code bank code and branch code as entioned in the RBI
circular shall need to be input during branch code creation.
In case the Bank is already is in Finacle CBS (by confirming through Inquiry mode in
HBKTM) - a branch code has to be created in HBRTM.
The naming convention of the bank / branch code is to have the MICR branch code
itself.

1.7.7.

How to handle Outstation Cheque in Finacle?

Use HIRM menu and follow below mentioned steps:1. Invoke the menu HIRM.

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2. The details of the cheque and the account number has to be keyed in using the Lodge
option.
3. Finacle will automatically collect the collection charges.
4. Verification should be done for the lodged cheque.
5. Send the cheque physically to the outstation location.
6. If the cheque is cleared - intimation coming from outstation location - the Realize function
needs to be invoked in HIRM menu and submitted.
7. If the cheque is dishonoured - the dishonour function to be invoked and submitted in HIRM
menu option.

1.7.8.

What is the procedure for outstation ' AT PAR' cheques.

Solution : At Par cheques should be treated as loacl cheques and entered in the outward
clearing zone with other cheques. No outstation charges should be collected fro At Par cheques.

1.7.9.

Carving could not be done due to scheme errors.

Issue Reported : Error Screen shot

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Solution
Please always click on the Show exception button to get the issue description.
If the cheque / instrument is not issued/ passed /stopped then this message comes
up. Even other errors are also listed related to exceptions like Insufficient available
balance , etc.

1.8.

Transaction posting failure in Inward clearing

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Solution
There is no write permission for the role id of the user who is trying to post it , hence the
issue. In HRPM menu, for the scheme code to which the above account in the screenshot
belongs should be given write permission. Contact DOP CBS IT Operation Team, Chennai.

1.9.

Account closure issues

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Solution
This issue occurs if the account being closed is the interest credit account for some other
account e.g MIS or SCSS or TD account. To check to which account this is linked, the user
can check the transactions in the account being closed in the menu HACLI. The interest
transactions will show the account number to which the account being closed is linked as
shown below
If the closure account is Interest Credit Account, go to Account Modification menu for that
linked account. Change the Interest Credit Account to some other account and then proceed
closing this account.

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1.9.1.

Loan account closure issue

Error Screen shot

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Solution
The above error occurs when the balance is not zero for the loan account. This means that
payoff has not been done for the account. Please complete the payoff process and then
close the loan account

1.9.2.

Premature closure issues

Error Screen shot

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Solution
The above screenshot is not an error actually. It is showing the messages as part of user
information during premature account closure. If unsure of the closure proceeds, please do a
trial closure, check the report and then proceed with actual closure of the account.

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1.9.3.

Dormant SB account closure issue

Dormant means Silent

Issue Reported : Since the SB account being closed is dormant, the account
closure transaction is not verified and gives the below error

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Solution
The closure process has to be cancelled and the account status to be modified to Live before
closing it.
Steps

Cancel the closure operation in HCAAC menu. While cancelling an user info will be
shown that the transaction has to be manually reversed. After the cancel operation
in HCAAC, the transaction has to be deleted in HTM.

If the account has to be closed , then after cancelling the transaction in HTM menu
by selecting Modify function.

Modify the account status of the SB account in CASBAM menu from Silent to Live
and verify it

Close the account now in HCAAC and verify it.

1.10. Cash/Teller account related errors

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1.10.1. RD loan account payoff done through cash receipt

This error will be thrown in offices migrated in the middle of the month. (ie on or after 2nd)
In case of Loan Disbursement or Loan Repayment the value date will be automatically
changed to 01st of the month as interest is calculated from the 1st of the month for loans. As
Cash account of that office will not be available as on 1st (since the office has migrated in the
middle of the month) this error is thrown in Supervisor while verification. This error will be
thrown only in the month of migration and from 2nd month cash be used for repayment or
disbursement.
Workaround to overcome this error
In case of Loan disbursement Instead of Cash (even if it is below Rs.20,000) select
Transfer and show RD Loan Disburement office account (Account number ending with 323)
and pay by cheque or cash from this office account. ( CTM menu is to be used for this )
In case of Loan repayment Instead of repaying through cash accept loan repayment
through Transfer. Transfer can be from RD Loan Repayment office Account (Account number
ending with 323) or SB account of customer (if available) (CTM Menu to be used for this).

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1.10.2. Transaction not getting posted in CTM/HTM menu

Solution :
The user who is trying to do the operation doesnt have a teller account linked to his
employee id, hence the issue.
Either the teller should be posting the transaction or the user trying to post the
transaction should be getting a teller account attached to his employee id.

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1.11. NSC account opened but verification is not happening

Solution:
The above error occurred when during account opening, only instrument date has
been entered and no other instrument details entered
In such cases, the transaction will not be posted and has to be deleted in HTM
menu. Once the transactions are deleted , the accounts opening has to be cancelled
and then new accounts have to be opened again with proper data entry.

1.12. Menu not available to particular user

Issue Reported : When the user tried to invoke any menu, an error is displayed as Menu
Not avaialble for the user.

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Solution : Please contact DOP Operations Team at Chennai for the required access to be
given to the specified user for the particualr menu id.

1.13. Agents trying to post with Agent Type as SAS

Issue Reported : When the user tried to invoke HAGTXP menu in Modify mode, an error is
displayed as Inavlid Agent Type and Scheme Code Combination.
Solution : SAS type of Agents do not have access to post RD bulk posting. The Agent Type
for that particular Agent ID needs to be modified as either PRS or MPB in HDSAMM menu.
Post this modification, user will be able to do posting in HAGTXP menu. Appropriate Agent

ID need to be modified as the commission structure differs for both.

1.14. User already logged in and User Account got locked.

Issue Reported : When the user tried to close the browser with out proper logout, again on
loggin in, it gives error message as User Already logged in.
Solution : Please contact DOP Operations Team at Chennai for the unlocking the user id.

1.15. User_Menu_ID is undefined

Issue Reported : When the user tried to login and invoke any menu, it gives an error
message as User_Menu_ID is undefined.
Temporary Solution : Logout from Finacle Application. Make Internet Browser as your
default browser. Press F-12, Clear all cookies and history. Then try to Login through default
browser i.e (Internet Explorer)

1.16. EOD Issues

1.16.1. Steps to ensure a fast EOD
Identify all the transactions which are in Entered Status and un-Posted/Partially
posted status.
These Transactions needs to be verified in each post office by using relevant
menu at the earliest and before the EOD starts.
If still any transaction is not getting posted then use HTM to post that
transaction.
If still transaction is not getting posted, contact FSI Helpdesk immediately.

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1.16.2. Steps to Inquire EOD blocking validations.

Pending Transactions, Unposted, unverified transactions HFTI menu should

be used.
Pending inward Zone to be closed - HIMCZ/HICTM menu should be used.
Pending Unverified Accounts HAFI menu should be used
Pending Unverified Inventory Transaction List HIMC/HICHB
HSVALRPT report can be invoked to view the blocking validation for each sol
For each sol/set the same can be viewed in a custom report in HPR menu.
Report Name is EOD Blocking Validation Report Under development

1.17. Finacle Not Available or Finacle is Down

1.17.1. Instructions for Users at Post Office
The below list of instructions is for the users at the Post offices to raise a
helpdesk request during CBS-Finacle connectivity issues ( Finacle not
accessible)
1) The IncidentReporting.jsp page has to be typed in the browser, the
complete path of which can be like
http://DOPFSIHELP/.....incidentReporting.jsp (to be provided once the
page is made active)

2) The below page appears with the details of the users computer on the left
panel and a section to enter the user details on the right panel.
The fields which are marked with an asterisk (*) are mandatory.

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3)

The city of the user can be chosen from the dropdown provided

4)

On selection of a city, all the pin codes under the city are shown in the Pin Code
dropdown

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5)

On selection of a pin code, all the post offices under the pin code are shown in
the Post Office Name dropdown with the first one selected

6)

On entering all the mandatory fields and a valid 10 digit contact number , the
submit button has to be clicked

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FAQ User

7)

On successful submission of the page with the user computer details and the
user details, the confirmation page appears

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FAQ User

1.17.2. Instructions for L1 Support i.e IFOSYS HELP DESK (Not for Post Offices)
The below list of instruction is for the L1 support personnel to view the list of problems
logged by the post office users
1) The CBS_Support.jsp page has to be typed in the browser, the complete path of
which can be like http://10.122.97.69:8082/CBS/CBS_Support.jsp. The below page
appears with todays date in yyyy-mm-dd format as default and the list of issues
logged

2) The date range can be changed in yyyy-mm-dd format to view the list of issues for
that date range

1.18. Andheri Connectivity Issue

Issue Reported : Initially 2 systems are connected with Finacle. Later on
when 2 new system are connected, they are not working properly.
Solution : For the newly added two systems, desktop configuration is not
done. Once the configuration is completed as per the provided PDF, it started
working fine.
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FAQ User

1.19. Menu getting locked after repeated use.

Issue Reported : When one menu is continuously used for long time,
application is getting locked. User needs to log out and login again.
Solution : Need to analyze.
If solution is not ready, please remove this issue.

3. Formats
1.1. Issue reporting Format
Before raising the defect or while lodging the defect, the below specified word
document needs to be updated by DOP and the same uploaded by the HD team in
Meops, so that the issue resolution time is reduced.

Template_For_Lodgi
ng_the_defect.doc

1.2. Escalation Matrix

PFB the excel sheets for the escalation matrix.

FSI-CBS_Escalation_
FSI-CBS_Escalation_
FSI-CBS_Escalation_
Matrix_for_FSI_-_Final_Draft_v0.2.xlsx
Matrix_for_Non-Severity_Issues_-_Final_Draft_v0.1.xlsx
Matrix_Apps_Infra_Support_-_Final_Draft_v0.2.xlsx

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