FUJ00067416
FUJ00067416
Peak Incident Management System
Call Reference PC0045061 Call Logger
Release Targeted At -- M1Clone Top Ref
Call Type Live Incidents Priority
Contact EDSC Call Status
Target Date 19/05/2000 Effort (Man Days)
Summary THe host generated cash account line comparisons r
All References Type Value
Other (e:
: PowerHelp E-0005 160543
Progress Narrative
_ Customer Call_
Cc
B -- Business restricted
Closed -- Reconciliation - resolved
0
EDSC
[bate:16-May-2000 15:46:00 User: Customer Call_
CALL PC0045061:Priority B:CallType L - Target 19/05/00 16:46:43
16/05/00 10:43 THe host generated cash account line comparisons report dated
5/5 where post office 169207 has a difference in the recipts and payments
total for cap 06.Please investiagte
lf) call details
lpiagnostician name:
customer opened date 16/05/2000 10:43:08
CALL Pc0045061 opened
lDate:16-May-2000 16:19:00 Uscr:Barbara Longley
target Release updated to CSR-CI3R
Product General/Other/Misc Reconciliation added
jDate:18-May-2000 14:26:00 User:John Simpkins
{the Call record has been assigned to the Team Member: Diane Rowe
Defect cause updated to 99:General - Unknown
ours spent since call received: 0 hours
jbat¢:19-May-2000 07:55:00 Uscr:Diane Rowe
If} Response =
[this office did not have a migration discrepancy.
[END OF REFERENCE 18250403]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
39-May-2000 09:42:00 Uscr:Diane Rowe
lew evidence added - complete messagestore
Ir) Response :
[7 did not match. The differences are:
cAPS 16284.72
care -19296.15
caP7 14526.08.
[fhe office has already reported problems balancing which are being
investigated by development - see pc43811 (E-0004271707).
IK have attached the complete messagestore.
[END OF REFERENCE 18255820]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powertielp
[the Call record has been transferred to the Team: OFP
jours spent since call received: 0 hours
{this office has had big problems with its receipts and payments. Cap 5, 6 and
Date:19-May-2000 09:45:00 Uscr:Lionel Higman
[the Call record has been assigned to the Team Member: Steve Warwick
licurs spent since call received: 0 hours
JDate:19-May-2000 10:59:00 User:Roger Donato
lew evidence added - Payments vs Receipts Report CAP 7 (15/05/00)
lew evidence added - Payements versus Receipts CAP 5 02/05/2000
IDate: 23-May-2000 17:09:00 User:Steve Warwick
target Release updated to NFR - No Fix Reqd
IF} Response :
FUJ00067416
FUJ00067416
finis is a duplicate of Pinichs 43611 and 45061 which are already under
investigation
[END OF REFERENCE 18372320]
lkesponded to call type L as Category 72 -Duplicate Call
fours spent since call received: .1 hours
[fhe Call record has been transferred to the Team: EDSC
IDate:23-May-2000 17:10:00 User:Steve Warwick
the response has been routed to the gateway team for validation
Ir} Response :
ly apologies, this 1$ 45061!
[END OF REFERENCE 18372352]
Responded to call type L as Category 40 -Incident Under Investigation
[the response has been flagged to the gateway team for validation
[the Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
Jbate:23-May-2000 17:11:00 User:Steve Warwick
the Call record has been assigned to the Team Member: Steve Warwick
fours spent since call received: 0 hours
IDate:24-May-2000 10:32:00 User:Steve Warwick
IF} Response :
lhe cause of the problems in all three CAPs at this outlet was the fact that
stock Unit DD's rollover records from CAP 5 to CAP 6 represented a ‘nil’
balance (the total stock holding was nil, no receipts or payment transactions
ere recorded) despite the fact that the stock unit had been trading normally
luring the period. This issue was raised in PinICL 43811 and is still under
investigation within the EPOSS Development team.
he fact that Stock Unit DDs transactions and stock holdings were omitted
from the CAP 5 Cash Account meant that the Brought Forward value for the
ffice in CAP 6 was incorrect. This caused the CAP 6 Cash Account to
nisbalance.
it am still investigating why the CAP 7 Cash Account misbalanced, but I note
that the office returned to a balanced position in CAP 8.
[END OF REFERENCE 18392228]
responded to call type L as Category 40 -Incident Under Investigation
the response has been flagged to the gateway team for validation
lbate: 30-May-2000 1.
I} Response :
30/5/00: On further investigation, the same problem that affected stock unit
ID in CAPS affected Stock Unit TT in CAP 6, i.e. at balancing time the system
failed to record the correct stock holding for the stock unit and failed to
rite the summary totals for the Receipts and Payments products. The only
records written were the declared Cash and Stamp holdings with a discrepancy
lcquivalent to these amounts. This failure will have compounded the CAP 6
jproblem with stock unit DD and then generated a further discrepancy in CAP 7.
It am passing the call to EPOSS-FP so that the message store evidence of the
problem in both these CAPs can be examined.
[END OF REFERENCE 18540105]
lkesponded to call type L as Category 40 -Incident Under Investigation
fhe response has been flagged to the gateway team for validation
4:00 Uscr:Steve Warwick
lbaté: 30-May-2000 13:46:00 User:John Simpkins
lew evidence added - Counter 1 application event log
bat c:30-May-2000 14:02:00 User:Steve Warwick
[the Call record has been transferred to the Team: EPOSS-FP
tours spent since call received: .1 hours
oate:04-gul-2000 14:17:00 User:Lionel Higman
fhe call references have been updated. They are now:-
RIGINATOR : Phelp
It PowerHlelp : E-0005160543
ther : L1HOT
lDate:04-dul-2000 16:07:00 User:Barbara Longley
IF} Response :
call currently with EPOSS-FP
[END OF REFERENCE 19740228]
Responded to call type L as Category 40 —Incident Under Investigation
[the response was delivered to: Powerllelp
Date: 04-Jul-2000 17:57:00 User:Les Ong
JF} Response :
FUJ00067416
FUJ00067416
his problem 4s the same as that already resolved on Pinlchs 37804 @ 37663,
Inamely that of DataServer not tree building & populating correctly. A
diagnostic has been put into DataServer to detect any such problems.
[END OF REFERENCE 19743912]
Responded to call type Las Category 72 -Duplicate Call
Hours spent since call received: 0.5 hours
the Call record has been transferred to the Team: EDSC
IThe response has been routed to the gateway team for validation
jbate:05-dul-2000 08:16:00 Uscr:Richard Coleman
the Call record has been assigned to the Team Member: Diane Rowe
ours spent since call received: 0 hours
Date:05-gul-2000 1:
IF} Response :
Please can we agree closure on this now? See previous updates for details.
(END OF REFERENCE 19771313]
kesponded to call type L as Category 40 Incident Under Investigation
[fhe response was delivered to: Powerlielp
the Call record has been transferred to the Team: MSU-Indt Mgt
Hours spent since call received: 0 hours
3:00 User:Diane Rowe
[Date: 05-Jul-2000 16:09:00 User:John Moran
Ir} Response
It thought diagnostic code was delivered in early May to alert the PO to do
the roll over again and also to aid in tracking the fault. theis incident
Ihappened in mid may. What was the point of the code delivered in 5 2?
[END OF REFERENCE 19789698]
lkesponded to call type L as Category 40 -Incident Under Investigation
the response has been flagged to the gateway team for validation
fhe Call record has been transferred to the Team: QFP
fours spent since call received: .1 hours
jDate:05-Jul-2000 16:20:00 User:Lionel Higman
[fhe Call record has been assigned to the Team Member: Steve Warwick
ours spent since call received: 0 hours
[Date:06-Jul-2000 1
IF} Response :
Passing to EPOSS-FP to explain to John exactly what has been delivered to
IcI3R in the way of diagnostic code for this issue.
[END OF REFERENCE 19857086]
Responded to call type L as Category 44 -Fix in Progress
[the response has been flagged to the gateway team for validation
7:00 User:Steve Warwick
JDate:06-dul-2000 16:18:00 User:Steve Warwick
Ihe Call record has been transferred to the Team: EPOSS-FP
Hours spent since call received: 0 hours
jDate:10-Jul-2000 10:45:00 User:Walter Wright
Ihe Call record has been transferred to the Team: EPOSS-Pre-Dev
Hours spent since call received: .1 hours
bate:10-ul-2000 10:52:00 User:Walter Wright
the Call record has been assigned to the Team Member: David Linten
Hours spent since call received: .1 hours
[Date:10-Jul-2000 13:26:00 User:Deleted User (David Linten Oct/00)
Ir} Response
this validation was release in WP 7865 on the 4th April 2000 from development.
[END OF REFERENCE 19951938]
Responded to call type L as Category 68 -Administrative Response
Hours spent since call received: 0 hours
Defect cause updated to 26:Integration - Build
the Call record has been transferred to the Team: EDSC
[fhe response has been routed to the gateway team for validation
bate:10-gul-2000 13:41:00 User:Barbara Longley
the Call record has been assigned to the Team Member: David Seddon
Hours spent since call received: 0 hours
JDate:12-Jul-2000 07:20:00 User:David Seddon
FUJ00067416
FUJ00067416
ff think Barbara meant to send this to you:
the Call record has been assigned to the Team Member: Diane Rowe
#ours spent since call received: 0 hours
bate:12-gul-2000 09:12:00 User:Diane Rowe
IF} Response =
Development have given you an answer, but I'm not sure that it helps.
what do you think?
[END OF REFERENCE 20015159]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
fhe Call record has been transferred to the Team: MSU-Indt Mgt
Hours spent since call received: 0 hours
Daté:12-Sul-2000 09:47:00 User:John Moran
If} Response :
h. T need to know what the correct Cash Account figures should have been were
iit not for the Dataserver failure. Can these be derived from the transactios
lin the message store, or the trial cash account.
2. The diagnostic code which was delivered before this incident happened was
romised to aid in investigating the cause of this problem. Has this code
helped? How?
3. At some point a WP was delivered that would alert the user that there was
la problem with the SU roll over and the user woulf be promted with a message
to re do the roll over. Has this been delivered? If so why did the roll
lover process not cease and promt the user to try again?
[END OF REFERENCE 20017370]
Responded to call type L as Category 40 -Incident Under Investigation
the response has been flagged to the gateway team for validation
the Call record has been transferred to the Team: EDSC
tours spent since call received: .1 hours
Date:12-Jul-2000 10:36:00 Uscr:Barbara Longley
[fhe Call record has been assigned to the Team Member: Diane Rowe
Date:12-gul-2000 10:37:00 User:Barbara Longley
liicurs spent since call received: 0 hours
JDate:42-dul-2000 10:39:00 User:Paul Steed
the Call record has been assigned to the Team Member: Diane Rowe
Hours spent since call received: 0 hours
pate:12-Jul-2000 12:29:00 User:Martin McConnell
It have been asked by Walter Wright to submit more detail and I also note
\iohn's queries; in response to these first:
hl. We can reconstruct the Cashaccount at some point but I do not believe this
to be an 'L1HOT' issue, I think this will have to queued up and reprioritised
(or cloned specifcally for this issue).
2. The diagnostics have been useful for PINICLs such as this becuase have
ave confirmed what we have suspected, in that records have failed to be
lretrieved from Riposte calls (when they work perfectly well in development).
3. Code has been issued at C14 which will back the user out from key phases
lof rolover should the system detect that rposte readied retrievals have
failed to yield data.
jt don't think I'm being premature in revealing that we think we know know why
these failures with Dataserver are occrring. Steve Warwick experienced such a
failure on a rig he was testing against and found the root cause was that
larchiving was active during a riposte query; this only occurs ‘out-of-hours!
Jat the end of each working day. Archiving will occur 'in-hours' should the
counter have been switch off over night for 7 condecutive days and hence the
lsprordic nature of these incidents (or where PM's do their balancing near the
archiving time at 10pm.)
joate:14-Jul-2000 15:28:00 User:Barbara Longley
If) Response :
[the Call record has been assigned to EDSC Team Member: Diane Rowe
[END OF REFERENCE 20142952]
esponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
IDate:18-dul-2000 0
If} Response :
steve Warwick is looking at this.
[END OF REFERENCE 20184722]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
5:00 User:Diane Rowe
FUJ00067416
FUJ00067416
[bate:28-sul-2000 19:12:00 User:QFP -Administrator
target Release updated to CSR-CI4L1
lOFP authorised categorisation AA
the call references have been updated. They are now:-
RIGINATOR : Phelp
PowerHelp : E-0005160543
ther : L1HOT
jr Other : AA
JDate:08-Aug-2000 14:07:00 User:dim Anscomb
Ir) Response
PRESCAN: Diane's away, Steve Warwick is definitely not looking at this call,
Inced to check out what to be done as corrected CA details may be required.
lany problems contact L. Higman.
[END OF REFERENCE 20886475]
Responded to call type L as Category 40 Incident Under Investigation
[the response was delivered to: Powertelp
fhe Call record has been assigned to the Team Member: John Ballantyne
Hours spent since call received: 0 hours
[Date:08-Aug-2000 1.
If) Response :
the Call record has been assigned to EDSC Team Membe
[END OF REFERENCE 20886605]
9:00 User:Barbara Longley
: John Ballantyne
Date: 08-Aug-2000 14:10:00 User:Barbara Longley
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powertlelp
[Date:08-Aug-2000 14:35:00 User:John Ballantyne
lr) Response :
It have spoken to Martin McConnell who advised call to be routed to EPOSS-FP
for assistance to re-produce the Cash account as per John Moran's
jrequirements.
[END OF REFERENCE 20888215]
lesponded to call type L as Category 40 -Incident Under Investigation
bate:08-Aug-2000 14:36:00 User:dohn Ballantyne
[the response was delivered to: Powerllelp
{fhe Call record has been transferred to the Team: QFP
Defect cause updated to 41:General - in Procedure
Hours spent since call received: 0 hours
jbate:08-Aug-2000 15:07:00 User:del (05/01 John McLean)
fhe call references have been updated. They are now:-
RIGINATOR : Phelp
IT FowerHelp : E-0005160543
the Call record has been assigned to the Team Member: Nam Pandher
Hours spent since call received: 0 hours
Dat c:08-Aug-2000 1:
IF) Response
[fhe Call record has been assigned to QFP Team Member: Nam Pandher
[END OF REFERENCE 20890813]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
1:00 User:Barbara Longley
jDatc:08-Aug-2000 21:35:00 Uscr:Les Ong
fhe Call record has been transferred to the Team: EPOSS-FP
Hours spent since call received: 0 hours
[Date:09-Aug-2000 1:
IF} Response :
the Call record has been transferred to the Team: EPOSS-FP
[END OF REFERENCE 20913864]
Responded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
7:00 Uscr:Barbara Longley
Date:40-Aug-2000 12:59:00 User:del (01/01 Denise Jackson)
FP authorised categorisation C
ffarget Release updated to M1
lhe call references have been updated. They are now:-
RIGINATOR : Phelp
powerHelp : £-0005160543
FUJ00067416
FUJ00067416
fr other 2c
pate:16-Aug-2000 1.
If} Response
[the Call record has been transferred to the Team: EPOSS-FP
(END OF REFERENCE 21106398]
lkesponded to call type L as Category 40 -Incident Under Investigation
[fhe response was delivered to: PowerHelp
3:00 User:Barbara Longley
Jbate:31-Aug-2000 15:58:00 User:Walter Wright
fhe Call record has been transferred to the Team: EPOSS-Dev
Hours spent since call received: .1 hours
[fhe Call record has been assigned to the Team Member: Gerald Barnes
fours spent since call received: .1 hours
Ibate:05-Sep-2000 15:06:00 Uscr:del (01/01 Denise Jackson)
ffarget Release updated to MiClone
IDate:13-Sep-2000 14:18:00 User:Gerald Barnes
lew evidence added - Resurrected CAP 5 cash account data.
I} Response =
It proved to be very difficult to resurrect the cash account data for week 5.
steve Warwick's analysis tool showed that not only was stock unit DD corrupt
ut also stock unit XXX. EPOSS nodes 91579999 and 90029999 were missing and
had to be resurrected.
In the end the reconciliation code was adapted to give data for every
cashAccLine with the exception of 99990001 which is the receipts balance
bought forward; but that can be calculated by looking at the receipts total
lérom the previous CAP CashAccLine 99990700.
fhe resurrected figures are given in the attached file CAPS.
the lines containing <Application:EPOSSWeek1yDump><DumpOf :AccumulatedFigures>
lgive the recalculated values for each CashAccLine. They contain the
asbAccLine number with a prefix giving the table number. Note that lines
189990701 and 99990702 can not be trusted absolutely but their sum will be
correct for the overall discrepancy table value.
lan alternative way of looking at the results is to look at the lines
containing
App] icat ion: EPOSSWeek1yRecon><EPOSSTransact ion: <TranType:WeeklyCAErr>. They
give the original and r
wong ~ all other lines in the cash account would have been correct. Note
that lines 99990701 and 99990702 are not included in this set.
[END OF REFERENCE 21667943]
Responded to call type L as Category 40 ~Incident Under Investigation
[fhe response has been flagged to the gateway team for validation
Jbate:13-Sep-2000 1
I} Response :
It am not sure it is worth spending time trying to resurect the other CAPs.
[the method I have derived assumes that the CashAccLines for the previous CAP.
II see from Steve Warwicks's analysis that CAP 6 was not correct as well. Now
if I rerun the tool I have developed on CAP 6 it will use as its base line
the CashAcchine figures in CAP 5 which we know are wrong and I have just
lrecalculated. I think therefore that enough time has been spent on this
problem and it is not cost effective to proceed further. However in future
here there is a problem with just one CAP we should be able to resurect the
figures more easily.
[END OF REFERENCE 21668688]
Responded to call type L as Category 68 -Administrative Response
tours spent since call received: 76.0 hours
lbefect cause updated to 14:Development - Code
[the Call record has been transferred to the Team: EDSC
[the response has been routed to the gateway team for validation
3:00 Uscr:Gerald Barnes
jbate:13-Sep-2000 14:58:00 User:Deleted User (Anna Croft Sep/00)
fhe Call record has been assigned to the Team Member: John Ballantyne
jours spent since call received: 0 hours
Date:13-Sep-2000 15:38:00 User:John Ballantyne
If} Response :
John can we kill this one off?
[END OF REFERENCE 21670348]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response was delivered to: PowerHelp
lthe Call record has been transferred to the Team: MSU-Indt Mgt
befect cause updated to 41:General - in Procedure
Hours spent since call received: 0 hours
[Date:14-Sep-2000 1:
4:00 User:dohn Moran
FUJ00067416
FUJ00067416
[Fy Response =
thanks for all the effort. For the time being I have agreed that
heconstructed cash accounts will not be needed all the time, but only by
lspecial request of POCL.
Ii have already issued the final BIM report.
should make this type of incident very rare.
(END OF REFERENCE 21684339]
lkesponded to call type L as Category 68 -Administrative Response
Hours spent since call received: .3 hours
the Call record has been transferred to the Team: EDSC
the response has been routed to the gateway team for validation
lAs such please close this call, and hope for the best with the CI4 code which
jbate:14-Sep-2000 11:15:00 User:Deleted User (Anna Croft Sep/00)
[the Call record has been assigned to the Team Member: John Ballantyne
Hours spent since call received: 0 hours
Date:14-Sep-2000 12:30:00 User:John Ballantyne
IF} Response
las per Johns comments closing call
{END OF REFERENCE 21687334]
Responded to call type L as Category 90 -Reconciliation - resolved
Hours spent since call received: 0 hours
CALL PC0045061 closed: Category 90, Type L
the response was delivered to: PowerHelp
Date:14-Sep-2000 12:49:00 User: Customer Call_
pate and time complete: 14/09/2000 13:34:45
service Complete (Confirmation) Received
Root Cause General - in Procedure
Logger _Customer Call_ -- EDSC
Subject Product General/Other/Misc -- Reconciliation (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 14-Sep-2000 12:49 -- Customer Call_