SOPs for E-invoice and E way bill issues

SOPs for E-invoice and E way bill issues

We need to follow certain SOPs whenever we receives tickets and calls regards with EWB and EINV.

E-invoice and E- was bill generation issues.
Issue :- E- Invoices and E- way bills are not getting generated or not fetched in ERP
For the above issue there can be three steps which needs to be identified.
-> Identify whether the issues faced in forward integration or the reverse integration.  (Follow given troubleshooting for this)
-> identify whether request is received from customer ERP to cygnet integrations (DEU,TWC,Enriched API). if not received then follow as below,  
-> We first need to check whether Client has interpreted with Cygnet SAP or not from our Data base.
In case of Client SAP  
We need to check with the Client Key stake holder of the account and ask him intervene. In case of Key stake holder is not responding then ask AM to connect with If AM is not responding follow the escalation matrix.
In case of Cygnet SAP
We need to move ticket to SAP and ask SAP assigned member to check the issue . If SAP team is not responding then follow the escalation matrix.


-> Identify whether the issues faced in forward integration or in the reverse integration.
Forward integration  Customer ERP >> Cygnet integrations >> Cygnet Portal >> Gov portal/Cygnet IRP.
Reverse integration.  Gov portal/cygnet IRP >> Cygnet portal >> Cygnet integration >>  Customer ERP

identify at which stage document is stuck and Accordingly do the troubleshooting and provide resolution.
Customer ERP -> if cygnet SAP is there then needs to raise internally and if client ERP is there then ask customer to check at their end.  involve their higher authority and our AMs for quick solution.
Cygnet integrations  -> check if the utility's installed are working properly and doing the normal behavior  for the particular documents if not then need to raise with cygnet eng team.
Cygnet Portal -> identify if any portal errors ask users to rectify the data if required to raise then accordingly raise to eng. team.
Gov portal/Cygnet IRP. -> Check if any errors received from gov portal then raise ticket to NIC also logged ticket with eng. team.

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