FUJ00075020
FUJ00075020
Peak Incident Management System
Call Reference PC0031313 Call Logger _ Customer Call_
Release Targeted At -- CSR-CI2_2R Top Ref E-9910130827
EDSC
Call Type Live Incidents Priority B -- Business restricted
Contact _ EDSC Call Status Closed -- Reconciliation - resolved
Target Date 18/10/1999 Effort (Man Days) 0
Summary Receipts and payments mismatch 29 for CAW 28
Progress Narrative
999 15:56:00 User: Customer Call_
ALL PC0031313:Priority B:CallType L - Target 18/10/99 16:56:28
13/10/99 16:15 Raised on behalf of Julie Dart. Receipts and payments
ismatch 29 live trial offices have receipts and payments mismatches on
their ca for week 28, This is the first balance produced by these offices.
jbetails of offices forwarded to Angela Shaw at MFU.
If} Call details
lDiagnostician name:
customer opened date 13/10/1999 16:15:58
CALL PC0031313 opened
bate:13-Oct-1999 16:27:00 User:Barbara Longley
[fhe call summary has been changed fro
Raised on behalf of Julie Dart. Receipts and paym
The call summary is now:-
Receipts and payments mismatch 29
lTfarget Release updated to PDR ~ CSR
Product General/Other/Misc Reconciliation added
Date:14-Oct-1999 07:14:00 User:John Simpkins
IPRESCAN: No office details included on call, Angela hes these - routing to
ISU. (We expect payments not equal to receipts for 6329, 10511, 221328,
127140, 455329, 286329 and 023329 due to the transfer problem.)
[fhe call summary has been changed from:
Receipts and payments mismatch 29
[fhe call summary is now:-
Receipts and payments mismatch 29
[fhe Call record has been transferred to the Team: MgtSupportUnit
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
JDate:18-Oct-1999 10:36:00 User:Angela Shaw
New evidence added - 29 offices in ist CA
IF) Response :
Please see the attached evidence for the 29 offices that have all produced
their Ist cash account. Can we confirm that these were migration problems
from the Bfd message from the message store. Please route back to MSU
lbfterwards.
[END OF REFERENCE 12896314]
kesponded to call type L as Category 40 -Incident Under Investigation
fhe response has been flagged to the gateway team for validation
the Call record has been transferred to the Team: EDSC
fours spent since call received: 0.5 hours
JDate:18-Oct-1999 10:49:00 Uscr:Barbara Longley
richard, In the absence of John Simpkins, another team member needs to deal
ath this.
Jbate:18-Oct-1999 13:21:00 Uscr:Richard Coleman
fhe Call record has been assigned to the Team Member: Paul Steed
ours spent since call received: 0 hours
lDate:18-Oct-1999 13:26:00 Uscr:Paul Steed
the call summary has been changed from:
lkeceipts and payments mismatch 29
fhe call summary is now:-
Receipts and payments mismatch 29 for CAW 28
JDate:18-Oct-1999 15:45:00 User:Paul Steed
Ir} Response =
FUJ00075020
FUJ00075020
Responded to call type Lb as Category 40 ~Incident Under Investigation
the response was delivered to: Powerllelp
Date:18-Oct-1999 15:50:00 User:Paul steed
If) Response :
Iso 26 were due to migration errors, which leaves three, 006116, 008323 §
286329. Of these, 286329 has been mentioned by John Simpkins as being
expected to have discrepancies on account of the Transfer Problem.
[END OF REFERENCE 12906286]
responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powertelp
Date: 19-Oct-1999 0:
IF} Response :
IFAD 286329 had a discrepancy of -£946.00, this equates to two Transfer Outs
that were done on 01-Oct-1999 at 10:51:56 GMT and 11:15:34 GMT respectively.
th were for Product:56 Qty:473 SaleValue:473 Src:LL Dest: AA.
[END OF REFERENCE 12914094]
lkesponded to call type L as Category 40 -Incident Under Investigation
8:00 Uscr:Paul Steed
[Date:19-Oct-1999 09:09:00 Uscr:Paul Steed
[the response was delivered to: Powertlelp
JDate:19-Oct-1999 10:46:00 User:Paul Steed
If} Response :
IFAD 008323 is also due to the Transfer Problem. In this case there was a
fransfer In done ob 02-Oct-1999 (Saturday) which appears to have been missed
lby the people handling the Transfer Problem. The details of the Transfer In
re?
bate: 02-Oct-1999
rime 08:59:49
oty:—=1
salevalue
bestsu:DD
srcsU:BM
[rhe symptom of the Transfer Problem was double minuses which doubled up the
discrepancy; thus 2 x 3882 - £7764.00 which is the discrepancy reported.
[END OF REFERENCE 12917852]
lkesponded to call type L as Category 40 -Incident Under Investigation
[fhe response was delivered to: PowerHelp
3882
joate:19-Oct-1999 13:18:00 User:Paul Steed
New evidence added - Zipped text message store for 006116
IF} Response +
IFAD 006116 is less straightforward than all the others.
[he migration discrepancy was -11298.72 which would have amounted to a
ifference of (+)£11,298.72. The reported difference is -£57,279.10 which
would equate to £68,577.82. According to a spreadsheet from Steve Warwick,
this PO had £38,944.50 worth of Transfers affected by the Transfer Problem. I
have found three extra ones which were done late on 06-Sep-1999.
[id Num SaleValue Dest Src
2 4431-6242 BE MA
[7 3215 =-9377 AR MA
ja 4585 367 JJ MA
can Steve Warwick please look at this one and comment on the reported
ldiscrepancy. (One week's worth of zipped message store attached).
[END OF REFERENCE 12922671]
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: QFP
Hours spent since call received: 0 hours
JDate:19-Oct-1999 18:48:00 Uscr:Steve Warwick
IF} Response :
It have had an extensive look at the message store extract provided and am
unable at the present time to explain the differences. The total value of
the invalid Transfer In transactions in the message store adds up to
:57930.50 which is £651.40 greater than the total Cash Account discrepancy.
the Transfer In transactions (without the invalid records, but with the
correctional records inserted by Pathway) balance with the Transfer out
transactions, but without sight of the complete message store (including the
correspondence server nodes) it is not possible to see whether the
correctional transactions reached the outlet in time to affect the
appropriate stock unit balances.
Itt is also possible that since the outlet was migrating on 1.10.99 when there
as a known problem with the Mode Parameters reference data and the Pathway
settlement Products Reference Data that the migration of any Remittances and
['ransfers from the ECCO+ system may not have been handled correctly - again,
I would need to see the correspondence server node messages in order to
Jdctermine this.
can you please attach a complete message store for the outlet so that the
FUJ00075020
FUJ00075020
investigation can continue.
[END OF REFERENCE 12932460]
Responded to call type las Category 96 Insufficient evidence
Hours spent since call received: 2 hours
[fhe Call record has been transferred to the Team: EDSC
fhe response has been routed to the gateway team for validation
jDate:20-Oct-1999 07:39:00 Uscr:Diane Rowe
the Call record has been assigned to the Team Member: Paul Steed
Hours spent since call received: 0 hours
jDate:20-Oct-1999 08:29:00 Uscr:Paul Steed
levidence deleted ~ Zipped text message store for 006116
lew evidence added - Full zipped text format message store for FAD 0061
Date: 20-Oct-1999 08:31:00 User:Paul Steed
the Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
JDate:21-Oct-1999 07:31:00 User:del (05/01 John McLean)
the Call record has been assigned to the Team Member: Steve Warwick
fours spent since call received: .1 hours
[Date:26-Oct-1999 1
IF} Response :
Responded to call type L as Category 40 -Incident Under Investigation
[the response has been flagged to the gateway team for validation
3:00 Uscr:Steve Warwick
jbate:11-Nov-1999 13:27:00 User:Barbara Longley
IF) Response :
fhe Call record has been assigned to QFP Team Member: Steve Warwick
(END OF REFERENCE 13398489]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
jDate:12-Nov-1999 14:41:00 Uscr:Angela Shaw
can you please send this call back to MSU when updated. thanks
bate:15-Nov-1999 10:58:00 User:Steve Warwick
lk} Response :
lave not yet been able to devote any further time to anlysing the source of
the final element of the misbalance, but it is undoubtedly tied up with the
reference data issues which caused the Transfer and Remittance issues
identified in the earlier update. Is it possible to close this call or is
further analysis required?
Passing to MSU for guidance.
[END OF REFERENCE 13462430]
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: MgtSupportunit
Hours spent since call received: 0 hours
Date:18-Nov-1999 18:01:00 User:Del (04/03 Audrey Adams)
If} Response :
11 of the above has been passed to TP. Will advise soonest if further
investigation is required.
{END OF REFERENCE 13561718]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response has been flagged to the gateway team for validation
the Call record has been assigned to the Team Member: Pending closure
fours spent since call received: 0 hours
Date:22-Nov-1999 16:54:00 Uscr:Barbara Longley
IF} Response +
H8/11/1999 18:01:52 - By Audrey Adams - MSU
the Call record has been assigned to the Team Member: Pending closure
[END OF REFERENCE 13621205]
kesponded to call type L as Category 40 -Incident Under Investigation
[tae response was delivered to: PowerHelp
ldate:13-Jan-2000 11:24:00 User:Angela Shaw
lr} Response :
FUJ00075020
FUJ00075020
eed further info @ confirmation from Jacqui Cave (live Trial).
[END OF REFERENCE 14513376]
responded to call type L as Category 40 -Incident Under Investigation
fhe response has been flagged to the gateway team for validation
the Call record has been assigned to the Team Member: Angela Shaw
Hours spent since call received: 0 hours
Date: 18-gan-2000 1:
IF} Response :
POCL require an update asap on the 2 remaining FADs on this list that have
Inot been investigated. The remaining offices are 241329 (Fieldhouse Rd) &
Jooe116 (Clacton on Sea). Are they migration r & p errors or TI/TO errors
like the others???? Please return to MSU afterwards. Thanks
[END OF REFERENCE 14673110]
lkesponded 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: 0.5 hours
8:00 User:Angela Shaw
jbate:18-Jan-2000 11:40:00 Uscr:Barbara Longley
the Call record has been assigned to the Team Member: Paul Steed
Hours spent since call received: 0 hours
jbate:18-dan-2000 12:04:00 User:Paul Steed
lk) Response :
241329 is covered by my initial analysis and appears in the update of
18/10/1999 15:45:15 Response Ref 12906179.
[END OF REFERENCE 14673884]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
bate:18-dan-2000 1
I} Response :
steve Warwick has spent some time on 006116, but there was still an
lunexplained final element to the misbalance to which MSU appears to require
[END OF REFERENCE 14675316]
sponded to call type Las Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
{the Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
7:00 Uscr:Paul Steed
Date:49-dan-2000 09:31:00 Uscr:Lionel Higman
fhe Call record has been assigned to the Team Member: Steve Warwick
fours spent since call received: 0 hours
Date:20-dan-2000 15:41:00 Usar:del (05/01 John McLean)
target Release updated to CSR-CI2_2R
Jbate:21-dan-2000 4:
lr} Response :
the Call record has been assigned to QFP Team Member: Steve Warwick
[END OF REFERENCE 14809830]
kesponded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHlelp
4:00 User:Barbara Longley
[Date:07-Feb-2000 12:07:00 User:Angela Shaw
Update requested on last office. Thanks
IDate:17-May-2000 12:13:00 User:Barbara Longley
lf} Response :
call currently with QFP. HSH are chasing to try to speed closure.
[END OF REFERENCE 18172045]
Responded to call type Las Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
Date: 24-May-2000 08:49:00 Uscr:_Customer Call_
lempry 24/05/00 09:38 uktemp6 HSH1 Information: spoke to barbara longley for
lupdate on this call she said
that it is being dealt with by angela shaw & cant close
ithout confirmation from pocl
FUJ00075020
FUJ00075020
[Date:0i-gun-2000 1
Ir} Response
lkesponded to call type L as Category 94 -Advice and guidance given
Hours spent since call received: 80 hours
Ibefect cause updated to 42:Gen ~ Outside Pathway Control
fhe Call record has been transferred to the Team: EDSC
[the response has been routed to the gateway team for validation
6:00 User:Steve Warwick
Date:01-dun-2000 12:38:00 Uscr:Barbara Longley
Ihe Call record has been assigned to the Team Member: Paul Steed
liours spent since call received: 0 hours
lDate:01-gun-2000 1:
If} Response :
outing to MSU FAO Angela. Please see Steve Warwick's final update.
[END OF REFERENCE 18628856]
Jkesponded to call type lL as Category 40 -Incident Under Investigation
[the response was delivered to: Powerlielp
[the Call record has been transferred to the
Hours spent since call received: 0 hours
3:00 User:Paul Steed
am: MSU-Indt Mgt
bate:02-dun-2000 10:11:00 User:Ilka Koehler-wain
fhe Call record has been assigned to the Team Member: Angela Shaw
jours spent since call received: 0 hours
jbate:14-Jun-2000 0:
IF) Response
call being chased for a speedier closure.
call currently assigned to Angela Shaw in MSU.
[END OF REFERENCE 19086268)
Responded to call type L as Category 40 ~Incident Under Investigation
[the response was delivered to: Powerlelp
(0:00 User:Barbara Longley
lDatc:15-Sun-2000 10:21:00 User:Angela Shaw
IF} Response
Have informed POCL that the last office 006116 was due to the TI/TO out
roblem from October 99. Awaiting confirmation that this call can be closed.
(END OF REFERENCE 19146202]
Responded 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: MSU-forClosure
Hours spent since call received: 0 hours
Jbate:05-gul-2000 1
lr} Response :
IdSH chasing an update on this call
call currently with MSU for closure
(END OF REFERENCE 19789722]
kesponded to call type Las Category 40 -Incident Under Investigation
9:00 User:Deleted User (Anna Croft Sep/00)
jDate:05-Jul-2000 16:10:00 User:Deleted User (Anna Croft Sep/00)
the response was delivered to: PowerHelp
pate:17-Jul-2000 15:15:00 User:Barbara Longley
If} Response :
[the Call record has been transferred to MSU-forClosure
[END OF REFERENCE 20172719]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
bate:16-dan-2001 12:41:00 User: Customer Cali_
leMPTY 16/01/01 12:40 uk081626 HSH1 Information: From John Moran - Waiting
for Chesterfield to close the
call.
Date:31-dan-2001 10:53:00 Uscr:Tara Mills
If) Response :
jOate:3i-Jan-2001 10:54:00 User:Tara Mills
the Call record has been transferred to the Team: MSU-forClosure
{END OF REFERENCE 24489621]
lkesponded to call type L as Category 40 -Incident Under Investigation
FUJ00075020
FUJ00075020
ihe response was delivered to: PowerHelp
Date:12-Apr-2001 11:03:00 User:Angela Shaw
Ir) Response :
PON agree closure. please close call thanks
[END OF REFERENCE 25724391]
responded to call type L as Category 40 Incident Under Investigation
fhe response has been flagged to the gateway team for validation
fhe Call record has been transferred to the Team: EDSC
Hours spent since call received: 0 hours
jbate:12-Apr-2001 11:48:00 User:Barbara Longley
If} Response
2/04/2001 12:03:40 ~ By Angela Shaw - MSU
Pon agree closure. please close call thanks
closing as reconciliation resolved
[END OF REFERENCE 25726420]
kesponded to call type L as Category 90 Reconciliation ~ resolved
fours spent since call received: 0 hours
CALL PC0031313 closed: Category 90, Type L
the response was delivered to: PowerHelp
Date:12-Apr-2001 11:52:00 User: Customer Call_
pate and time complete: 12/04/2001 12:56:36
service Complete (Confirmation) Received
Root Cause Gen - Outside Program Control
Logger _Customer Call_ -- EDSC
Subject Product General/Other/Misc -- Reconciliation (version unspecified)
Assignee _Unassigned_ -- EDSC
Last Progress 12-Apr-2001 11:52 -- Customer Call_