Production Support
Incident response, escalation contacts, runbooks, and BAU support procedures for the Aidacare MS-GP environment.
Source: Aidacare ERP MS-GP Infrastructure Details.docx (QR-IT-INF-001 V0.1) · GP Tech Support SOP Documents (58 SOPs)
Support Contacts & Escalation Path
Internal IT
Document OwnerArthur Achilleos (Infrastructure)
Security / CustomisationsMaksud Halai
Support TeamsInfrastructure, DBA, App Support, Network/Security
Escalation PathLevel 1 → Level 2 → Vendor
On-call CoverageTBD — requires Aidacare validation
Key Vendor Contacts
POS / FreightMaster / ECHIATravis (Envisage Software)
SmartConnecteOne Solutions support portal
WennSoftWennSoft/Aquiire vendor support
PanatrackerGPMicroChannel / Panatrack vendor
Docuphase / OnPhaseTBD — requires Aidacare validation
Service DeskManageEngine Service Desk (version TBD)
Common Incident Runbooks
Covers resolution steps when AP batch posting fails in GP.
1Identify the failed batch in Payables Transaction Entry or Batch Recovery window
2Check GP Activity (Dynamics GP → Tools → Routines → Remove Activity) for stuck locks
3Review SQL error log and GP Dex.ini for error codes
4Clear activity and re-post batch from Batch Recovery
5If unresolved, escalate to DBA to check DEX_LOCK / DEX_SESSION tables
Source: GP Tech Support SOP Documents / GP Functional Module SOPs / Finance / Account Payables
Steps when individual AP invoices fail to process through Docuphase/OnPhase OCR workflow.
1Check Docuphase/OnPhase workflow queue for stuck invoices
2Validate supplier exists in GP Creditor master
3Review OCR extraction accuracy — manually correct field mapping if needed
4Re-submit invoice through Docuphase workflow or manually key into GP AP
5Confirm SmartConnect job status if invoice originates from integration
Source: GP Tech Support SOP Documents / GP Functional Module SOPs / Finance / Account Payables
Covers resolution when a scheduled or manual payment run fails.
1Identify payment batch that failed in GP Payables Management
2Check if PayWay integration is involved — review Dexterity PayWay customisation log
3Verify bank file generation if EFT — check file drop folder and bank portal
4Review GP Audit Trail for any partial postings
5Escalate to Maksud Halai for AIDACARE.DIC PayWay customisation issues
Source: GP Tech Support SOP Documents / GP Functional Module SOPs / Finance / Account Payables
Resolution when AR aging report shows discrepancies vs. expected balances.
1Run SmartList — Open Receivables Transactions and compare against Aged Trial Balance
2Check for unposted cash receipts or credits sitting in batches
3Review eInvoicing AR — confirm PEPPOL transactions reconcile to GP
4Verify SendMaster/automated statement run dates
5Escalate to Finance team if sub-ledger / GL reconciliation breaks down
Source: GP Tech Support SOP Documents / GP Functional Module SOPs / Finance / Account Receivables
General process to identify and resolve unposted batches across all GP modules.
1Navigate to Dynamics GP → Transactions → Financial → Batches (or module-specific batch entry)
2Identify batches with status "Posting" — these may be stuck
3Clear GP Activity if locks are confirmed via Tools → Routines → Remove Activity
4Run Batch Recovery from Tools → Routines → Batch Recovery
5Document outcome in incident log; notify Finance lead if financial periods are affected
Source: GP Tech Support SOP Documents / Events / Monthly Closure
General runbook for SmartConnect integration job failures (50+ jobs run in production).
1Open SmartConnect console on AIDAGPDEV01V — check Job History for failed runs
2Review error message — common causes: source data format change, GP validation error, network timeout
3Check eConnect Windows Event Log if the failure is a GP posting error
4Re-run job with corrected source data or fix mapping definition
5For recurring failures, escalate to eOne Solutions support
Source: Aidacare ERP MS-GP Infrastructure Details.docx, Integration Register
Resolution when ECHIA AWS EDI orders fail to process into GP.
1Log into ECHIA portal: https://echia.envisageapi.com — review failed order queue
2Check customer type: NDIS Auto-Approve, BUPA (manual), aged care, or retail
3For BUPA: process is semi-manual — confirm with BUPA portal before GP entry
4Review SmartConnect ECHIA job log — confirm GP Sales Order was created
5Escalate to Travis (Envisage) for AWS platform issues
Source: ECHIA@Aidacare.docx
Resolves the SOP10100 missing sales order header SQL error that can occur during order processing.
1Identify the affected Sales Order number from the GP error message
2Query SOP10100 table in HANDR / TWO database to confirm missing header record
3Run GP Check Links on Sales Work — Tools → Routines → Sales → Check Links
4If header cannot be recovered, escalate to DBA for SOP10100/SOP10200 investigation
5Re-enter order if data cannot be recovered; confirm with Sales team
Source: GP Tech Support SOP Documents / GP Functional Module SOPs / Sales / Sales Order Processing
Daily BAU Checklist (SOP-001 & SOP-002)
Source: GP Tech Support SOP Documents / Events / Daily Tasks — Daily Task Checklist & Process.docx / Daily System Tasks.docx
Morning Checks
- Verify SmartConnect job runs from overnight completed successfully
- Check SQL Agent Jobs — confirm all 52 maintenance/integration jobs succeeded
- Review Citrix session availability — confirm VDA servers are online
- Check GP application server AIDAGPDEV01V (10.26.21.43) is accessible
- Verify DB server AIDASQL01P is reachable and SQL services running
- Confirm disk space: C: (target >10 GB free), D: (target >100 GB free)
- Check ECHIA portal for any queued/failed EDI orders
- Review FreightMaster dispatch queue for overnight shipments
GP System Tasks
- Check GP Unposted Batches — resolve any stuck batches
- Monitor AP invoice queue in Docuphase/OnPhase — process pending approvals
- Review PanatrackerGP sync status for all 5 distribution centres
- Check WennSoft service orders and hire agreements for due actions
- Verify POS system (AIDAPOS01V) is operational — PayWay EFTPOS connectivity
- Review eInvoicing (PostMaster Connect) — confirm PEPPOL send/receive queue clear
- Check SmartView report subscriptions for overnight distribution
- Log any anomalies in incident register (ManageEngine Service Desk)
Weekly & Monthly Procedures (SOP-003 & SOP-004)
Source: GP Tech Support SOP Documents / Events / Weekly Task & Monthly Closure folders
Weekly Tasks (SOP-003)
- Review all SmartConnect job failures for the week — document and resolve
- Verify SQL Agent Job history — check for recurring failures
- Run GP Reconcile on key financial sub-ledgers (AP, AR, Inventory)
- Review WennSoft hire equipment due for return or service
- Check user access additions/removals (Citrix and GP) for the week
- Test backup restoration for a sample database (rotating schedule)
- Review disk space trends across all servers
- Clear SQL TempDB if growth is excessive
Month-End Close (SOP-004 & SOP-005)
- Confirm all AP batches for the period are posted before close
- Run TAC/DVA Debtors Posting (SOP-005) — Dexterity custom window
- Post all WennSoft hire/rental revenue recognition for the period
- Run Inventory Reconcile — compare GP inventory value to GL
- Process month-end journal entries (GL)
- Run Management Reporter financial statements (if active)
- Confirm eInvoicing AR period reconciles to GP AR sub-ledger
- Lock prior period in GP — Tools → Setup → Company → Fiscal Periods
- Notify Finance team of close completion
Year-End Closing Procedure (SOP-007)
Source: GP Tech Support SOP Documents / Events / Yearly Closure — Year-End Closing Checklist & Process.docx
1Pre-Close Preparation: Ensure all month-end tasks are complete for Period 12; confirm no unposted batches exist across all modules
2Inventory Year-End: Run Year-End Close for Inventory — Tools → Routines → Inventory → Year-End Close
3Payables Year-End: Run Year-End Close for Payables Management — closes 1099 year and rolls balances
4Receivables Year-End: Run Year-End Close for Receivables Management — resets fiscal year balance tracking
5Fixed Assets Year-End: Post depreciation for Period 12, then close FA year — Tools → Routines → Fixed Assets → Year End
6WennSoft Year-End: Complete WennSoft Service Management year-end closing procedure per WennSoft SOP
7GL Year-End Close: Run GL Year-End Close — Financial → Routines → Financial → Year-End Closing; retained earnings are calculated automatically
8New Fiscal Year Setup: Open new fiscal periods — Tools → Setup → Company → Fiscal Periods
9Post-Close Verification: Run trial balance for both closed year and new year; confirm retained earnings balance; generate Management Reporter year-end financials
10Backup: Take full database backup of all GP databases immediately after year-end close; store offsite encrypted
Integration Support — SmartConnect & eConnect
Source: Aidacare ERP MS-GP Infrastructure Details.docx · GP Tech Support SOP Documents / SOP_CMP Integration.docx · SOP_CRM Integration.docx · SOP_WennSoft Document.docx · SOP_FreightMaster_Radaro & SmartFreight.docx
SmartConnect — Key Facts
Versionv21.1.0.10 (eOne Solutions)
HostingOn-premises, AIDAGPDEV01V
Active Jobs50+ jobs (batch and real-time)
GP IntegrationVia eConnect — NO direct DB writes
Job TypesWennSoft, CMP, CRM, Logistics, OmniPrice, ECHIA, eInvoicing
eConnect Rules
eConnect is the only approved method for writing transactions into GP from external systems.
- No direct SQL writes to GP tables from third-party systems
- eConnect runs on the same server as SmartConnect
- SSL/TLS encrypted communication
- Service accounts use least-privilege model
- POS (Envisage) has an exception — direct SQL read to HANDLR DB (documented risk)
Integration SOP Downloads
SOP Quick Reference — Production Support SOPs
| SOP ID | Title | Category | Frequency |
|---|---|---|---|
| SOP-001 | Daily Task Checklist & Process | Events | Daily |
| SOP-002 | Daily System Tasks | Events | Daily |
| SOP-003 | Weekly Task Checklist & Process | Events | Weekly |
| SOP-004 | Monthly Task Checklist & Process | Events | Monthly |
| SOP-005 | TAC DVA VWA Debtors Posting | Events | Monthly |
| SOP-006 | Unposted Batch Resolution | Events | Ad-hoc |
| SOP-007 | Year-End Closing Checklist & Process | Events | Annual |
| SOP-016 | AP Batch Posting Failure | GP Functional | Ad-hoc |
| SOP-017 | AP Invoice Processing Failure | GP Functional | Ad-hoc |
| SOP-018 | Payment Run Failure | GP Functional | Ad-hoc |
| SOP-019 | AR Aging Discrepancy | GP Functional | Ad-hoc |
| SOP-020 | Customer Balance Mismatch | GP Functional | Ad-hoc |