[It.team] Infineon Batam - IFX Incidents rejected by Ricoh system via SDG

Tue Aug 1 01:35:40 UTC 2023

Hi
Thank you for the very informative information.
I will check and clarify with my counterpart, Michael Fritz, on it.
It may looks like the issue may be because Indonesia devices cannot be entered into ServiceNow CMDB.
If that’s the case, I will inform my Batam colleagues to log case directly with PT.MDS.

William Wong

Infineon Technologies Asia Pacific Pte. Ltd.
Senior Manager Workplace Services
IFAP IT OS WP OA PA
Office: +65 6876 3790
Mobile: +65 9753 9063
Fax: +65 6876 3734
William.Wong at infineon.com<mailto:William.Wong at infineon.com>

8 Kallang Sector
Singapore 349282
Singapore

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Infineon Technologies Asia Pacific Pte. Ltd.

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From: Nur Shafina Binti Shaffiai <Nur.Shafina at ricoh.com.my>
Sent: Monday, 31 July 2023 5:23 pm
To: soenwono <soenwono at moderndatasolusi.com>; Wong Chie Keong William (IFAP IT OS WP OA PA) <William.Wong at infineon.com>; Faizal Bin Mohamad Zain <Faizal.MohamadZain at ricoh.com.my>
Cc: Erdianto Yofan (IFBT IT OS WP AP) <yofane at infineon.com>; Singh Ramesh (IFAP IT OS WP AP) <Ramesh.Singh at infineon.com>; Khoo Chiap Ngee (IFBT IT) <ChiapNgee.Khoo at infineon.com>; Fritz Michael (IFKL IT OS WP OA PA) <Michael.Fritz at infineon.com>; helpdesk at moderndatasolusi.com; Henry Sutanto <henry.sutanto at moderndatasolusi.com>; Erik Reinaldo <Erik at moderndatasolusi.com>; 'it.team' <it.team at moderndatasolusi.com>; Patricia Foong <Patricia.Foong at ricoh.com.my>; Mabel Seow <Mabel_Seow at rapp.ricoh.com>
Subject: Re: Infineon Batam - IFX Incidents rejected by Ricoh system via SDG

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Dear William, good day.

Sorry for the delay in replying as we are investigating the root cause of this incident ticket.

According to the lead region, EMEA Incident Management Team does not support because IFX does not have contracted incident management support.

  1.  Infineon Central Team in Germany/Austria does not subscribe for Global Account Coordinator (GAC) and Global Service Manager (GSM) services.
  2.  Hence, if there is a problem with the incident, Michael Fritz from IFX Global Central IT will attend the request.
  3.  Lead region was unable to add this device to the ServiceNow CMDB, as this country (Indonesia) is not part of scope.

However, we are still investigating with the global team what is process moving forward.

For this incident ticket, I have checked with PTM on the status & it was due to fusing issue. PTM informed that they have attended & resolved the incident last Friday. Kindly confirm to us if the machine is running well.

Please do not hesitate to contact us if you have any questions. Thank you!

Warm regards,

Nur Shafina Binti Shaffiai (Fina)

Global Account Coordinator
Ricoh Global Services Greater Asia Pacific
Business Operation Division

Cell: +6019 453 7293
Email: nur.shafina at ricoh.com.my<mailto:nur.shafina at ricoh.com.my>

Advance Leave Notice:
Public Holiday: 19 July

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From: Mabel Seow <Mabel_Seow at rapp.ricoh.com<mailto:Mabel_Seow at rapp.ricoh.com>>
Sent: Friday, July 28, 2023 5:28 PM
To: soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; William.Wong at infineon.com<mailto:William.Wong at infineon.com> <William.Wong at infineon.com<mailto:William.Wong at infineon.com>>; Nur Shafina Binti Shaffiai <Nur.Shafina at ricoh.com.my<mailto:Nur.Shafina at ricoh.com.my>>; Faizal Bin Mohamad Zain <Faizal.MohamadZain at ricoh.com.my<mailto:Faizal.MohamadZain at ricoh.com.my>>
Cc: yofane at infineon.com<mailto:yofane at infineon.com> <yofane at infineon.com<mailto:yofane at infineon.com>>; Ramesh.Singh at infineon.com<mailto:Ramesh.Singh at infineon.com> <Ramesh.Singh at infineon.com<mailto:Ramesh.Singh at infineon.com>>; ChiapNgee.Khoo at infineon.com<mailto:ChiapNgee.Khoo at infineon.com> <ChiapNgee.Khoo at infineon.com<mailto:ChiapNgee.Khoo at infineon.com>>; Michael.Fritz at infineon.com<mailto:Michael.Fritz at infineon.com> <Michael.Fritz at infineon.com<mailto:Michael.Fritz at infineon.com>>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com> <helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>>; Henry Sutanto <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; Erik Reinaldo <Erik at moderndatasolusi.com<mailto:Erik at moderndatasolusi.com>>; 'it.team' <it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>>
Subject: RE: Infineon Batam - IFX Incidents rejected by Ricoh system via SDG

++ Adding Faizal

Hello William,

Just a quick update, Nur is following up internally on this topic and would come back to the team soon with an update.

As I will be seeking medical attention soon from 31 Jul, Mon onwards for a season (timeframe unknown for now), I have appointed Faizal as my deputy, whom I have included into this email. He will help to ensure that this has a closure. I have updated him on current situation between IFX and PTM as well.

Thank you.

Advance Biz Travel Notice: NIL

Advance Leave Notice: NIL

Public Holiday: 9 Aug (National Day)

Kind regards

Mabel Seow
Head of Service Management, Asia Pacific
Ricoh Global Services Greater Asia Pacific
RICOH Digital Services BU

RICOH ASIA PACIFIC PTE LTD
20W Pasir Panjang Road,

#04-28 Maplestree Business City,

Singapore 117439

Phone: (65) 6308 9160
mabel_seow at rapp.ricoh.com<mailto:mabel_seow at rapp.ricoh.com>
www.ricoh-ap.com <http://www.ricoh-ap.com >

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From: Mabel Seow
Sent: Wednesday, July 26, 2023 11:57 AM
To: Soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>; William.Wong at infineon.com<mailto:William.Wong at infineon.com>; Nur Shafina Binti Shaffiai <Nur.Shafina at ricoh.com.my<mailto:Nur.Shafina at ricoh.com.my>>
Cc: yofane at infineon.com<mailto:yofane at infineon.com>; Ramesh.Singh at infineon.com<mailto:Ramesh.Singh at infineon.com>; ChiapNgee.Khoo at infineon.com<mailto:ChiapNgee.Khoo at infineon.com>; Michael.Fritz at infineon.com<mailto:Michael.Fritz at infineon.com>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; Henry Sutanto <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; Erik Reinaldo <Erik at moderndatasolusi.com<mailto:Erik at moderndatasolusi.com>>; 'it.team' <it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>>
Subject: RE: Infineon Batam - IFX Incidents rejected by Ricoh system via SDG

Hello William and Soenwono,

I saw the email yesterday and have asked Fina to look into it work with Global Service Desk team.

@Nur Shafina Binti Shaffiai<mailto:Nur.Shafina at ricoh.com.my>, as per Justina’s email, please follow up on this and reply to all here. Thank you.

Advance Biz Travel Notice: NIL

Advance Leave Notice: NIL

Public Holiday: 9 Aug (National Day)

Kind regards

Mabel Seow
Head of Service Management, Asia Pacific
Ricoh Global Services Greater Asia Pacific
RICOH Digital Services BU

RICOH ASIA PACIFIC PTE LTD
20W Pasir Panjang Road,

#04-28 Maplestree Business City,

Singapore 117439

Phone: (65) 6308 9160
mabel_seow at rapp.ricoh.com<mailto:mabel_seow at rapp.ricoh.com>
www.ricoh-ap.com <http://www.ricoh-ap.com >

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From: Soenwono <soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>>
Sent: Wednesday, July 26, 2023 11:39 AM
To: William.Wong at infineon.com<mailto:William.Wong at infineon.com>; Mabel Seow <Mabel_Seow at rapp.ricoh.com<mailto:Mabel_Seow at rapp.ricoh.com>>
Cc: yofane at infineon.com<mailto:yofane at infineon.com>; Ramesh.Singh at infineon.com<mailto:Ramesh.Singh at infineon.com>; ChiapNgee.Khoo at infineon.com<mailto:ChiapNgee.Khoo at infineon.com>; Michael.Fritz at infineon.com<mailto:Michael.Fritz at infineon.com>; helpdesk at moderndatasolusi.com<mailto:helpdesk at moderndatasolusi.com>; Henry Sutanto <henry.sutanto at moderndatasolusi.com<mailto:henry.sutanto at moderndatasolusi.com>>; Erik Reinaldo <Erik at moderndatasolusi.com<mailto:Erik at moderndatasolusi.com>>; 'it.team' <it.team at moderndatasolusi.com<mailto:it.team at moderndatasolusi.com>>; Nur Shafina Binti Shaffiai <Nur.Shafina at ricoh.com.my<mailto:Nur.Shafina at ricoh.com.my>>
Subject: RE: Infineon Batam - IFX Incidents rejected by Ricoh system via SDG

Hi Willam Wong, I checked with my service team and we don’t receive any incident ticket from SDG Portal. From our side, We are also not sure why. Hi Mabel, From what we know is this SDG setting comes from Global and we are only users. 

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Hi Willam Wong,

I checked with my service team and we don’t receive any incident ticket from SDG Portal.

From our side, We are also not sure why.

Hi Mabel,

From what we know is this SDG setting comes from Global and we are only users. Can you check and advise please.

Thank you.

Regards,

Soenwono Suprapto | GMA & Direct Dept Head

T: +62 21-27937489

F: +62 21-27937486

M: +62-87771697791

www.moderndatasolusi.com<http://www.moderndatasolusi.com/>

PT MODERN DATA SOLUSI

JL. Sultan Iskandar Muda No. 29, Kebayoran Lama Utara, Kebayoran Lama - Jakarta Selatan 12240<https://goo.gl/maps/ta17fqnTWbL2>

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From: William.Wong at infineon.com<mailto:William.Wong at infineon.com> <William.Wong at infineon.com<mailto:William.Wong at infineon.com>>
Sent: Tuesday, July 25, 2023 3:54 PM
To: Mabel_Seow at rapp.ricoh.com<mailto:Mabel_Seow at rapp.ricoh.com>; soenwono at moderndatasolusi.com<mailto:soenwono at moderndatasolusi.com>
Cc: yofane at infineon.com<mailto:yofane at infineon.com>; Ramesh.Singh at infineon.com<mailto:Ramesh.Singh at infineon.com>; ChiapNgee.Khoo at infineon.com<mailto:ChiapNgee.Khoo at infineon.com>; Michael.Fritz at infineon.com<mailto:Michael.Fritz at infineon.com>
Subject: Infineon Batam - IFX Incidents rejected by Ricoh system via SDG

Hi Mabel, Pak Soen,

We just found out that our Infineon incident ticket sent to Ricoh System via the SDG (service desk gateway) on issues pertaining to Ricoh MFP was being rejected by the Ricoh System.

I am not sure why it is so as we already confirmed that it was working previously in our previous meetings. The only thing I can think of is that the current fleet expires on Sept-2023 while the Work Order could have expired earlier. The SDG dates set for Batam may be following the Work Order.

Can you please check on this matter on your side and rectify it?

It is important that we get this fixed as we rely on this to inform Ricoh of issues from IFX.

This is the error we got from the Ricoh system:

Ricoh API - HTTP Code: 201 Created status: error status_message:  error_message: Error: u_cmdb_ci E154M250196 is unknown in ricoheurope.; Target record not found

From the Ricoh system - It seems the error is that the serial number is unknown. But we have the physical MFP in Batam.

Thanks.

William Wong

Infineon Technologies Asia Pacific Pte. Ltd.

Senior Manager Workplace Services

IFAP IT OS WP OA PA

Office: +65 6876 3790

Mobile: +65 9753 9063

Fax: +65 6876 3734

William.Wong at infineon.com<mailto:William.Wong at infineon.com>

8 Kallang Sector

Singapore 349282

Singapore

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