Siebel Incentive Compensation Administration Guide > Troubleshooting Incentive Compensation >

Troubleshooting Sales Crediting Errors

Sales Crediting error messages are generated automatically by your Siebel application when errors occur in Incentive Compensation Sales Crediting. Table 50 lists the messages and descriptions.

Sales Crediting Solutions

The following section describes possible problems that may occur with the sales crediting process, and some solutions.

No Assignments to an Order

• Problem. The Crediting Engine is not running for the expected organization.

  Possible Solution. Check the value of the component parameter Organization Name in the Site Map > Server Administration > Servers > Server Components view for the Incentive Compensation Crediting Engine server component.

  If the value is not as expected, change the value and restart the server component.

• Problem. The order is not getting picked up by the crediting engine (its status is not changing from Run Assignment to In Progress).

  Possible Solution. Create several new orders, and verify if the problem occurs with only this order or if the problem occurs with all orders. Ask other colleagues using the same environment if they are experiencing the same problem.

  If the problem occurs with all orders:

  • Verify that the Crediting Engine and Crediting Database Business Service server components are enabled. View the siebel.<servername>.log file to see if the ICompCreditAsgn or ICompCreditAsgnDB server component has exited

  ServerLog ProcessExit 1 2002-06-08 15:19:38
IcompCreditAsgnDB 47111 ERROR Process Exited with Error

  • If server components have exited, check the server component logs for crashes (log bugs for that specific crash and attach the server component log file), and then start the server component again
  • If server components have not exited, check whether Repeating Srm is working

    If the problem is with this order only, or with a subset of orders, check for errors with the ICompCreditAsgnDB server component in the log files

    NOTE:  For more information on using the log files, see Checking the Log Files for Errors.

• Problem. Order status stays In Progress for a long period of time.

  Possible Solution. Verify that this is occurring with other orders. If the problem occurs in other orders, check the Crediting Engine server component. If the component is not running, start the engine again, and change the status of the order to Run Assignment. If the crediting engine component is running, check the logs of ICompCreditAsgn and ICompCreditAsgnDB for errors.

• Problem. There are Rule Manager errors. Either IcompRuleMgrSvc or ICompCreditUpMgr exits with an error.

  Possible Solutions. IcompRuleMgrSvc may exit with an error if the Organization argument that is given to the Rule Manager business service is not a valid Organization defined within the Organization Business Component. In this case, make sure that the Organization name is a valid organization, that is, the spelling is correct and it exists in the S_PARTY table.

  IcomCreditUpMgr may exit with an error:

  • If there is an index violation.
  • If there is some other setup issue with the database.
  • If there are too many server components running simultaneously on the server (triggering a memory error).

    Look into the cause of these kinds of errors by using the server log files. First, change the evtloglvl SQL Parse and Execute to a value =6. Then, restart the server and run the same process again. This should provide enough SQL information and bind variables in the log file to determine why the server component exited with an error. See Checking the Log Files for Errors.

    If you think the problem may be in creating rules, delete bad assignment rules and associated rule criteria and values from the S_ASGN_GRP, S_ASGN_RULE, S_ASGN_RULE_ITEM and S_ASGN_GRP_POSTN tables.

    One method to accomplish this task is to enter SQL statements in a file and run the file through odbcsql (a Siebel executable). See Siebel Applications Administration Guide for more information on the odbcsql executable.

• Problem. A validation error occurs for a hierarchy or hierarchy version, which is not the hierarchy that you are responsible for.

  Possible Solution. The crediting engine processes the hierarchies in a specific order, and the order is controlled by the sequence number of the hierarchy. For hierarchies with the same sequence, the order of these hierarchies cannot be predicted in advance. The order is probably getting processed through the other hierarchy before the one that you expected and that hierarchy's validation rule is failing.

  • You can change the hierarchy sequence to process your hierarchy first or remove the validation rules from the other hierarchy, if possible.
  • It is expected behavior for the order to stop processing after any error from any of the hierarchies.
• Problem. There are other validation errors.

  Possible Solution. The validation error messages should indicate the hierarchy version and the hierarchy and the type of the error. Check the rules definition in the hierarchy version to see why no credit assignments are being made.

• Problem. There is an Assignment Manager error.

  Possible Solution. Check the Assignment Manager logs for errors.

  • If there is a SQL error and an index violation on the s_ord_crdt_asgn table, then the rules are not set up correctly. The same position is getting assigned to an order from the same territory using two rules in that territory.
  • If there is some other type of SQL error, a bug should be filed. The log excerpt that follows details the error.

  GenericLog GenericError 1 2002-06-05 14:42:41 [Microsoft][ODBC SQL Server Driver][SQL Server] The column prefix 'orfg' does not match with a table name or alias name used in the query.

  • If the error states that there is a problem in asgnrule.cpp, it could be a Merant driver problem. In the log excerpt that follows, the ASG-00031 is the main problem.

  GenericLog GenericError1 2002-06-05 11:26:59 (asgnrule.cpp 17(943) err=2800031 sys=2) ASG-00031: (asgnrule.cpp 17: 943) error code = 2800031, system error = 2, msg1 = 99-27WW0, msg2 = (null), msg3 = (null), msg4 = (null)

  • If the logs do not pinpoint the error, contact the Assignment Manager team to review the problem.

Incorrect Assignments to an Order

• Problem. The crediting rules are incorrect.
• Possible Solution. Check the definitions for the crediting rules in the hierarchy version where you think the error occurs. If the rules are incorrectly defined, correct them. Rerun Rule Manager to incorporate the new rules, and then run the order through the crediting engine again.

Checking the Log Files for Errors

You can locate relevant log files using the prefix that identifies each type of log file.

• The crediting engine log file names begin with ICompCreditAsgn.
• Assignment Manager log file names begin with AsgnBatch or AsgnSrvr, depending on whether batch assignment or interactive assignment is being used.
• Incentive Compensation Rule Manager Service log file names all start with IcompRuleMgrSvc.
• For IcompCreditUpMgr, the log file names start with IcompCreditUpMgr.

The log files are located in the following application directories:

• Windows 2000: <siebsrvr installation>\log
• UNIX: <siebsrvr installation>/enterprises/siebel/<server name>/log

To check the log files for errors

1. Search for the item in the log files using the following commands:
   • Windows 2000: findstr <itemnum> ICompCreditAsgn*
   • UNIX: grep -i <itemnum> ICompCreditAsgn*
2. Open the file and search for errors:
   • SQL errors: search for 'ODBC'
   • Other errors: search for 'error'