Thomson Reuters Product Information & Siebel Systems Mitalin Das

Summary
This presentation includes basic and technical product overview for Thomson Reuters Information and Transaction services. Guidelines for Product classification, referring SR to SPS team in Siebel CRM systems.

Contents
1) 2) 3) 4) 5) 6) 7) 8) Types of services provided by Thomson Reuters. Working and Requirements of Transaction Services. Description of Transaction Services & it's network diagram layout. Different kind of issues faced by users and it's classification in Siebel (Issues faced by users and it's classification in Siebel) Information services and it's products information. Architecture platform supporting Information services. Description of Information services & it's Network layout information. Different kind of Issues faced by users with 3000 Xtra, RTA & RTC

9) Guidelines about referring an SR to Second level (Singapore Product Support) team and requirements. 10) FAQ's

There are two kinds of services provided by

Thomson Reuters (TR)

1) Transaction services 2) Information services

Transaction services In transaction services there are two products as mentioned below:-

Dealing Matching
Note: For Dealing/Matching services Hardware (server, system, printers, switch & cables), software & network are provided by TR.

Working & requirements of Transaction services, Dealing & Matching set up: Basically for a Dealing setup following hardware along with requirements mentioned below : DOIP server (Dealing on IP) MOIP server (Matching on IP) TLAN switch (Cisco 2950 switch) Octopus cable Printers (conversation, ticket & trade) Dealing/Matching systems (windows NT & windows XP) Dealing K/b & Matching keypads Mouse

Following are the description

For building Dealing/Matching setup lease line connections are required (2 links i.e. active and standby) which is currently provided by BT (British telecom). Basically lease lines are connected to BT modem then from the modem it comes to BT Router (Cisco 1820 series), from Router the cable connects to VLAN switch, till VLAN switch services are taken care by BT. From VLAN switch the LAN cable connects to TLAN switch. DOIP, MOIP & dealing K/s are connected to different ports of TLAN switch. Secondly an octopus cable connects to brain box card of the DOIP server. There are 8 ports on the octopus cable however only 4 ports are considered by TR as mentioned below. P1 used for General Printer P2 used for conversation printer P3 used for ticket printer P4 used for trade printer Also additional services can be provided as per client requirement such as DTF (Deal Tracker Feed), Print Pro Server, DTS (Deal Tracker Server), DTA (Deal Tracker Analyzer), DTA (Deal Tracker Archiever). Additional services For these services the hardware is provided by client. Only the applications are installed by TR. These services are used to back up the Deal transactions and/or export to client designed applications.

Different kind of issues faced by users

Dealing/Matching systems are not working:Likely causes are It can be a connectivity issue such as LAN cable loose at K/s end, I/O point end, switch end, or system power cable loose at power point end. In such scenario classify the SR(service Request) as client owned problem Sub classification: Human error, human error. If the system is working fine after restarting it once then classify the SR as client site problem Sub classification: Hardware, PC If the system gone faulty, ask the Engr. to find out the cause such as if there was a power outage or power shut down activity done by client. If so then classify the SR as client owned problem Sub classification: Power outage, power outage /power shut down accordingly. If the hard disk of the system gone faulty or the O/S has corrupted or system related issues then classify the SR as client site problem Sub classification: Hardware, PC Note: All NT based K/s has to be replaced with XP based system. Note: If the system is a Matching system, after replacement of the system, system needs to be permission for matching services. Basic requirements are: - EPA number, TCID, K/s name, Decnet Address, client site name & subscriber number. Between 7:30 AM to 2:00 PM Send the mail to ASIA COMC Permission for the Matching permission.

Different kind of issues faced by users

Between 2:00 PM to 7:30 PM or more Send the mail to TMW Control for the matching permission. If the issue is with power related i.e. power point connectivity, I/O points to which system is connected then classify the SR as client owned problem. Sub classification: Connectivity, cabling If the issue is with TLAN switch port then classify the SR as Client site problem Sub classification: Hardware, other hardware If the issue is with TLAN switch then classify the SR as client site problem. Sub classification: Hardware, other hardware However ask the Eng. to find the cause whether there was a power outage, power down or cooling issue at site. If cooling related issue such as AC not working then classify the call as client owned problem. Sub classification: Hardware, Hardware. If the AC was switch off by client himself then Sub classification: Human error, human error If the issue found to be with user profile, in such scenario classify the SR as client site problem Sub classification: Hardware, pc Sometimes the password gets locked by user as he/she tries to type wrong password more than thrice. In such cases classify the call as client owned problem. Sub classification: Human error, Human error Sometimes the password (Dealing sign on) gets locked by user as he/she tries to type wrong password more than thrice. In such cases classify the call as client owned problem. Sub classification: Human error, Human error To get this resolve one has to call up TMW to reset the password Note: The password for windows XP based Dealing K/s is dealing.3000 & the user login is Reuters. Sometimes user types wrong password due to which he is unable to login to his Dealing K/s. In such case classify the SR as client site problem. Sub classification Human error, human error.

Dealing/Matching K/b not working

If the issue getting resolve after resetting the breakout box then classify the call as client site problem Sub classification Hardware, other hardware If the issue found to be with K/b i.e. any of the key is not working on the keyboard then classify the call as client site problem Sub classification Hardware, Keyboard If there is a connectivity issue i.e. loose connection at power adaptor end, breakout box end or at K/b end or at K/s end then classify the call as client owned problem Sub classification Human error, Human error If the issue found to be with cable ( from power adopter to breakout box, from breakout box to K/s & from K/s comport to breakout box) then classify the call as client site problem Sub classification Hardware, cabling If the issue is with comport of the system, in order to resolve the issue Engr. has to replace the system. In such case classify the as client site problem. Sub classification - Hardware, pc Note: jumper settings need to be checked by the Engr. after replacing the Dealing K/b, Matching keypad & breakout box. (It is mandatory)

Printers not working

If the issue is with hardware (printer) then classify the call as client site problem Sub classification Hardware, printer However ask Engr. to find out how the printer gone faulty, if it is the client who made the mistake then classify the SR as client owned problem Sub classification Human error, human error If the issue found to be with connectivity such as the cable connected to printer is bitten by rat, cable is broken in between then classify the call as client owned problem Sub classification Connectivity, cabling If the cable connected to printer has been desoldered either at printer end or at octopus cable end then classify the call as client owned problem Sub classification Human error, human error If the printer is showing offline on the DOIP server, it can be a connectivity issue. Possible causes are cable connected to printer might have disconnected at printer end or at patch panel end or at octopus cable end. Then classify the SR as client owned problem Sub classification Human error, Human error However if there is no connectivity issue then might be the server application gone hung, to resolve the issue Engr. has to restart the DOIP server application. In such case, classify the call as client site problem Sub classification Software, process failure

Printers not working

If the printer is showing offline due to octopus cable went faulty then classify the call as client site problem Sub classification Hardware, cabling If the issue is with DOIP server brain box card then classify the SR as client site problem Sub classification Hardware, other hardware However ask engr. to find out the cause, if the issue found to be with electricity (power fluctuation/power down) then classify the call as client owned problem). Sub classification power outage/power shut down, power outage/power shut down If the issue found to be with printer ribbon or cartridge then classify the call as client owned problem. Note: In such scenario we are suppose to give the SR back to RSC. Engr. can go ahead to resolve the issue once it get approved by TAM.

Dealing/Matching system Monitor not working :

If the issue is with hardware (Monitor) itself then classify the SR as client site problem Sub classification Hardware, Monitor. If the issue found to be with connectivity such as Monitor cable is loose at K/s end or the power cable is loose at power point end then classify the SR as client owned problem Sub classification Human error, Human error If the issue found to be with power point to which Monitor is connected, then classify the call as client owned problem Sub classification Hardware, cabling If the power cable went faulty to which Monitor is connected then classify the SR as client site problem Sub classification Hardware, cabling

Mouse not working:

If the issue found to be with Hardware (mouse or mouse cable) then classify the SR as client site problem Sub classification Hardware, Mouse However ask Engr. to find out how the mouse went faulty, if it is bitten by rat then we need to classify the SR as client owned problem. If the issue found to be with connectivity such as mouse cable is loose at K/s end then classify the SR as client owned problem Sub classification Human error, Human error

DOIP/MOIP server is down

Likely causes are: If there is cooling issue because of AC not working in server room, due to which the temperature rises on the server & the server goes down. In such scenario classify the SR as client owned problem. Sub classification: Hardware, Hardware If the AC is switched off in the server room by client, then classify the SR as client owned problem. Sub classification: Human error, Human error Note: Same applies for MOIP server. If the hard disk of the server or fan inside the DOIP server gone faulty due to power outage or power down activity at client site then classify the SR as client owned problem Sub classification: Power outage/Power down Note: Same applies for MOIP server. If the hardware (DOIP & MOIP) gone faulty then classify the SR as client site problem Sub classification: Hardware, Server If the fan inside the server gone faulty then classify the SR as client site problem Sub classification: Hardware, Other hardware If the issue found to be with lease line, modem, router, VLAN switch or in HSRP configuration, in such scenario we are suppose to transfer the SR back to RSC after removing the referral target.

Dealing/Matching fluctuating:

It can be due to lease line fluctuation, in such scenario we need to highlight it to DM team. Once its confirmed, then SR can be transferred to RSC. If the issue found to be with TLAN switch port then classify the SR as client site problem Sub classification: Hardware, other hardware If the issue found to be with LAN cable (patch cord) then classify the SR as client site problem Sub classification: Hardware, cabling

Print Pro server not working/ Deals not flowing to print pro:
If the issue found to be with Print Pro application, then classify the SR as client site problem Sub classification: Software, install
If the issue found to be with client Hardware (server) or COM port of the server then classify the SR as client owned problem Sub classification: Hardware, Hardware If the issue found to be with the connectivity such as the cable is disconnected or connected loose at octopus cable end or at server end then classify the SR as client owned problem Sub classification: Human error, human error If the issue found to be with cable which connects from octopus cable port to print pro server COM port then classify the SR as client owned problem Sub classification: Hardware, cabling

Information services :
It includes various kind of products among them some of the major applications are mentioned below:

3000 Xtra RTA (Reuters trader Asia) RTC (Reuters trader commodities) RM (Reuters messenger) RSP (Reuters spreadsheet publisher) Insertlink

Architecture platform for supporting the information services:

RMDS (Reuters market data system) RWS (Reuters workstation server) HRWS (Hosted RWS) RSSDi (Reuters small site delivery via internet) HTA (Hosted terminal access)

RMDS delivery Platform

As per client requirement one or two arm are deployed at the client site. Some of the major clients who are having two arms deployed are : RBI, HDFC, BOB, CITIBANK, CANARA BANK, SBI MAIN, etc

Description In RMDS platform with 2 arms client subscribes for 2 lease line connections handled by BT. BT infrastructure provides 2 routers, 2 switches and 2 modems which provides the feed to RDF server. Thereafter RDF server(WIN2K3) connects to source server(Solaris8/10 or RHEL 3/4) via client firewall. Source server then connects to P2PS server(Solaris8/10 or RHEL 3/4) which connects to client LAN via switch (client owned) and all k/s connect to that switch. Same applies to the other arm. Also 2 DBU servers are connected to P2PS via client switch.

RMDS WITH SINGLE ARM

Some of the major clients using single arm for RMDS are: ICICI, SBI Associates, IDFC, etc

In RMDS platform with single arm client subscribes for 2 lease line connections handled by BT. BT infrastructure provides 2 routers, 2 switches and 2 modems which provides the feed to RDF server. Thereafter RDF server(WIN2K3) connects to source server(Solaris8/10 or RHEL 3/4) via client firewall. Source server then connects to P2PS server(Solaris8/10 or RHEL 3/4) which connects to client LAN via switch (client owned) and all k/s connect to that switch. DBU servers connect to P2PS via client switch.

Network diagram for single arm RMDS.

RWS platform

Some of the major clients using RWS set up are: ICICI sec, SBI fund management, Bank of India, CBI etc
In RWS platform client subscribes for 2 lease line connections handled by BT. BT infrastructure provides 2 routers, 2 switches and 2 modems which provide feed to RWS server. RWS server connects to client switch via firewall. All K/s connect to client switch.

Network diagram for RWS plat form

HRWS platform
Some of the major clients using HRWS set up are: UTI mutual, Dena Bank, Syndicate Bank, HPCL,GIC etc

In HRWS platform client subscribes for 2/1 lease line connections handled by BT. BT infrastructure provides 2/1 modems and 2/1 Routers. Router connects to client switch & all K/s connects to client switch. Note : Servers are placed at Singapore & taken care by SIN STC CONTROL & SIN MTC DBA.

RSSDi platform

Client connects to Singapore/Hong Kong server through VPN software via internet (client own).

HTA platform

Its basically a web based application called as citrix which runs on internet explorer. URL: https://portal.hpd.global.reuters.com Note: Port no 443 & 80 should be opened on client firewall

Issues related to 3000 Xtra, RTA,RTC

3000 Xtra/RTA/RTC reinstallation:

If the TR application gets corrupted then classify the SR as client site problem Sub Classification: Software, install
If client system is crashed or O/S is corrupted or any hardware issues then reinstallation is required. In such cases classify the SR as client owned problem Sub classification: PC, operating system Note: Latest version of all application is required to be installed. Details are mentioned below. Application Name 1. Xtra 2. RTA 3. RTC Latest version( mandatory) Ver - 5.1 with update 1,2,3 & display template 11.11 Ver - 5.0 with display template 11.11 Ver - 5.0.1 with display template 11.11

Note: After installing Xtra & RTC its mandatory to run XST (maxtra) If client wants to shift the application from one system to another system for their convenience, in such cases we need to take approval from AM as its a chargeable activity.

Feed down on single Xtra, RTA & RTC k/s

It can be a connectivity issue such as LAN cable loose at K/s end, I/O point end, switch end. In such cases classify the SR as client owned problem Sub classification: Human error, Human error If there is an issue with RDMC configuration or system hosts file configuration then classify the SR as client owned problem Sub classification: PC, operating system If the system IP address or Gateway IP address is misconfigured by someone at client place then classify the SR as client owned problem Sub classification: Human error, Human error If there is some configuration change for site or client such as ILA, DACS changed, etc then classify the SR as Main technical centre Note: Sub classification depends on the nature of the issue

If the cable which connects from K/s to switch or I/O point is faulty then classify the SR as client owned problem Sub classification: Connectivity, cabling

Feed down on multiple Xtra, RTA or RTC K/s:

If there is any backend platform related issue due to which application is getting no data or feed down i.e. server related issue either server is hung or server hardware or OS related issue then classify the SR as client site problem Sub classification: Hardware, server If services stopped on any of the server (P2PS, SOURCE) then classify the SR as client site problem Sub classification: Software, process failure If it is because of power fluctuation or power down at client place then we need to classify the SR as Client owned problem Sub classification: power outage/power down If the issue is found to be with client firewall then we need to classify the SR as client owned problem Sub classification: Connectivity, firewall If there is a loose connectivity at any of the server end or at Switch end the classify the SR as client owned problem Sub classification: Human error, Human error If any cable which connects to server or firewall or router or switch affects the backend connectivity is faulty then classify the SR as client owned problem Sub classification: Connectivity, cabling If there is an issue with lease line connection or Router or Modem or HSRP configuration then we need to highlight it to DM group, once confirmed the same SR should be transferred back to RSC.

Different kinds of error in Xtra, RTC & RTA

Kobra encountered a problem needs to shutdown 3000xtra

Sometimes dll files related to our application gets corrupted in such cases application needs to be repaired or reinstalled, in such cases classify the SR as client site problem Sub classification: Software, Install Sometimes OS related dll files get corrupted in such cases system needs to be repaired or formatted then classify the SR as client owned problem Sub classification: PC, Operating System

Unable to retrieve user configuration (For Xtra & RTC)

If wrong user id is configured on the system such errors are prompted on the application in such cases classify the SR as client site problem Sub classification: Software, Configuration If the user id is disabled by COMC team in such cases we need to highlight the same to RSC, if AM gives permission to activate the user id then we need to classify the SR as service/admin Sub classification: Permission, Permission Note: Or else the call needs to be given back to RSC

Different kinds of error in Xtra, RTC & RTA

Runtime error in application If this error is encountered in the application then it needs to repaired or reinstalled the application in such cases classify the SR as client site problem Sub classification: Software, Install Watchlist Full In such cases we need to check the watchlist utilization in coordination with STC Control if the user is over utilizing rics permissioned for him then we need to give the SR back to RSC. Note:- If AM gives the permission to increase the watchlist size for the user then classify the SR as service admin Sub classification: Permissioned, Permissioned N/P error in Xtra/RTA/RTC Firstly we need with COMC whether the ILA is active or not, if yes need to check ILA is properly configured on K/s or not, if ILA is wrong then classify the SR as Client site problem Sub classification: Software, Configuration If ILA configured is correct then need to request COMC to rebuild the ILA then classify the SR as service/admin Sub classification: Permissioned, Permissioned If the ILA is inactive then we need to refer the SR back to RSC.

PPPro not working

If pppro application is corrupted then we need to reinstall Xtra/RTA/RTC application. Sub classification: Software, install Engr. need to run a XST test & need to check whether any error related to Excel is there or not. If any failure found, which is related to Excel need to highlight the same to client IT. Client IT to do the needful. If incase the MS Excel is corrupted, client IT to reinstall the MS office. In such cases we need to classify the SR as client owned problem. Sub classification: Software, Software If the Excel file which updates in PPPro is corrupted then the file needs to be recreated by CT (Client Trainer). In such cases we need to refer the SR back to RSC after removing the Referral Target.

Basic configuration & settings:

Firstly the Macro security level always should be set to low. Latest hotfixes related to Excel needs to be installed. If it is showing error as out of resources then we need to make the entry messageThrottleRate = 64 in RFA.RFA file except in RMDS setup. Sometimes time series data retrieval fails in PPPro, in such cases we need to check at DBU server end whether data is present on the server or not & also we need to check DBU configuration. Also we need to delete the entry (IDN_RDF IDN_RWS) if it is there in the below mentioned path in registry. HKLM\Software\Reuters\XDE\ In such scenario we need to classify the SR as client site problem. Sub classification: Software, Configuration.

Graph related issues in Xtra/RTA/RTC.

We need to check the DBU configuration at K/S end if the entry is missing in the hosts file of the system or RDMCConfig file then needs to be configured properly. In such cases classify the SR as client owned problem Sub classification: PC, Operating system. If the issue gets resolve after swapping the DBU IPs in RDMC then classify the SR as client site problem. Sub classification: Software, configuration If port number is not defined in service file then we need to add the entry port 2400 In such cases we need to classify the SR as client site problem. Sub classification: Software, configuration. If port no 2400 is not open on client firewall then Engr. Highlight the same to client IT. In such cases we need to classify the SR as client owned problem Sub classification: Connectivity, firewall

Graph issue faced by multiple users:

If NTDBU application is hung on the DBU server then Engr. needs to restart the DBU application. In such cases we need to classify the SR as client site problem Sub classification: Software, process failure Also Engr. Needs to check whether there was any power issue at site or not. If the application went down due to power issue then classify the SR as client owned problem Sub classification: power outage, power outage If the server is down due to power issue, hardware issue or network connectivity issue then we need to classify the SR as client owned problem. If it is due to power issue Sub classification: Power Outage, Power Outage. If it is due to hardware issue Sub classification: Hardware, Hardware If it is due to loose connectivity issue Sub classification: Human error, Human error Sometimes we find gaps in graphs then we need to load the dumps for respective ric. Note: for such type of calls RSC provides actions item to any of the SDD agent. If user is mounting to CDBU and is not getting graphs in such cases we need to inform the frontline owner to escalate this to CDBU team.

News not updating

If ILA entry is missing in the hosts file of the system then Engg need to put correct ILA entry in the hosts file. In such cases we need to classify the SR as client site problem Sub classification: Software, Configuration If news related process is hung then Engg needs to kill the process through process viewer and need to restart the application in such cases need to classify the SR as client site problem Sub classification: Software, Process Failure If port number 7091 is blocked in client firewall then it needs to be opened, Engg needs to highlight the client IT In such cases we need to classify the SR as client owned problem Sub classification: Connectivity, Firewall

Search Function and Getgoing not working

If proxy is enabled then Engg need to put the entry (*.session.*.*) as a proxy exception. In such cases classify the SR as client own problem. Sub classification: connectivity, proxy. If Armstrong is not pinging, users will be unable to view search page as well as the getgoing page. Engg needs to check the following DNS entry in the local computer network settings (155.195.48.68, 155.195.48.36, 155.195.48.4) and need to add the suffix in the network Settings (session.rservices.com), in such cases we need to classify the SR as client owned problem Sub classification: Human error, Human error. If windows firewall option is found to be enabled in the computer, user will be unable to view the search page then Engg needs to turn off the windows firewall, in such case we need to classify the SR as client owned problem Sub classification: PC, operating system If the Xtra version is found to be 5.0.0 Engg need to upgrade the version to 5.0.1 or higher. In such cases we need to classify the SR as client site problem Sub classification: Software, bug

How to refer a SR to SPS

Firstly you need to create a referral activity, as a summary you need to mention the client site name then describe the exact issue, then mention what did engg did to resolve the issue, then need to mention the product version, which are the log files & screenshots attached. Lastly ending up the mail. Then refer the activity to ASIA_SIN_SPS & also change the resolution owner as ASIA SIN SPS. Then change the referral target from field office to 2nd tier. Minimum information required to escalate Dealing/Matching issue. Affected Dealing K/s logs, DOIP event viewer logs, DOIP application logs, TLAN switch logs & store card etc If its a Matching related issue they Engr. needs to collect C3 logs. Minimum information required to escalate Xtra/RTC/RTA related issue: XST ID (only for RTC & Xtra), RDMC full report, Error screenshots, Kobra logs & system application logs

FAQs

Q: What is COMC contact number? A: (022) 66369292 Q: RM related SRs should escalate to which group? A: RAM_NYC_MESSAGING_DEV Q: If Q(feed) is showing ? at site & in-house then SR should escalate to which group? A: ASIA_SIN_STCTRL_MTC Q: If site is a RMDS site, where to find the installation details? A: Installation details will be same as another working system at same site, only user code will be different. Q: How to find a user code? A: Firstly Logon to Maxtra site. URL, ID & password details are mentioned below. URL: http://ddg-linux.gva.emea.ime.reuters.com/xst/Reports/byuserid ID: X9201B, Password welcome Then search with IN number, you will find the user code details & product version details. Q: If site is a hrws site, how to find the configuration details? A: Firstly logon to OSARIS site. URL, ID & password details are mentioned below. URL: http://osiris.ime.reuters.com/index.cfm ID: anjay.chinta , Password: vedant123 Then search with IN subscriber number, you will find the necessary details.

FAQs

Q: Where can we find Rssdi site details? A: Logon to Tracks. URL, ID & password details are mentioned below. URL: http://tracks3.apac.ime.reuters.com:3000/tracksweb/login.stm ID: In.singledespatch@thomsonreuters.com & Password: dispatch123 Q: Where to find CAPI ID & Password? A: SIN MTCDBA/SIN STC CONTROL, however you need to send an E-mail to them. Q: If DMs are unavailable, in case of emergency who will provide server (RDF/RWS) password? A: STC Control, however you need to send an email o them. Q: Who reset the password for Dealing sign on IDs? A: TMW Q: Who reset the password for RM & Citrix IDs? A: RSC (Reuters support center) Q: What is the contact number for SIN STC CONTROL? A: +65 68703545 Q: What is the contact number for SIN MTC DBA? A: + 65 6 870 3292 Q: What is the contact number for TMW A: +44 (0) 207 542 7859

I attempted to cover most of the products & basic issues which we face on regular basis. My sincere Thanx.