POL00091307
POL00091307
M084 Doc 004
Call E-0505160413 ©2002 Fulitsu Services Limited
ES Closed 7 Mon 16 May 2005 11:09 RSP 512323 :
b Seventy KJ Mon 16 May 2005 14:34 FAD/Path Code: Earayay
So I __Ne. Sounters:
1 Local /intermediate / Remote {ll Uk95 1588 / HSH8
Caller Details
122 Mrs Etherington
ad Location I
Broduct Type (ay) Sail Tyee fl Brobiype ing
222. 2 Caller states that CP wont responding and makes a beeping sound.
Call Closure Details
22 call Close by Sarah Hill: swapped due to feed inop Call closure code of and repair code 821
Call Asset Details
eee 51232310 eee Ithica 94 Printer 9 S729 he002145068
PATITHS4PTR 2 Ithica 94 Printer
VRE wrosieoi7s Ces 2
Fer ET CAN AINA Lg eT
OPEN Mon 16 May 2005 11:07 by uk953195 / HSH8 Saved: Mon 16 May 2005 11:09
‘Consulted WIMS
‘Advice Mon 16 May 2005 11:11 by uk953195 / HSH8. “Saved: Mon 16 May 2005 11:14
‘Advised to perform factory reset ” ” — - i ”
Information Mon 16 May 2005 17:12 by uk953195 / HSH8 Saved: Mon 16 May 2005 71:12
I ‘Caller has done this
‘Advice Mon 16 May 2005 11:13 by uk953195 / HSH8 ‘Saved: Mon 16 May 2005 11:13
‘Advised to try and feed taily roil I
Information Mon 16 May 2005 11:13 by uk053195 / HSH8 Saved: Mon 16 May 2005 11:13
I (Caller has done this but states that it's still the same
Node status Mon 16 May 2005 17:14 by uk953195 / HSH8 Saved: Wion 16 May 2005 11:14 I
‘operational - - — : - _
‘Access Times Mon 16 May 2005 17/44 by uk053195/ HSH8 Saved: Wion 16 May 2008 11:44
I (Mon-Fri : 09,00 - 17.30 Sat: 09.00- 12.30 No Lunch I
‘Recommend [Mon 16 May 2005 11:15 by uk953195/ HSH8 ~~ _ ‘Saved: Mon 16 May 2005 11:15
Call logged @ 17.09 Please check/swap CP
Open OT!” Mon 16 May 2005 17:17 by SYSADM/ ASTEA’
I ‘Automatic Open OT! ***Updated by Darryl Johnson at 16/05/2005 11:17:01
REASSIGN Mon 16 May 2005 17:16 by uk953195 / HSH8 ‘Saved: Mon 16 May 2005 11:17
‘Call # E-0505160413 was Reassigned from Darryl Johnson, Group HSH8 to Group UKSS1
OT! Success Kew call sent to Dispaich 1
OTI Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WF05 160175
UPDATE ‘Mon 16 May 2005 11:21 by PATHWAY / i Saved: Mon 16 May 2005 11:23
wete febrero te
POL00091307
POL00091307
TREASSIGN Mon 16 May 2005 11:24 by Dispatch 1 / “Saved: Mon 16 May 2005 11:27
‘The projected arrival date for engineer 081634 is 16-05-2005 14:30:00 ** [Engineer 081634 allocated}.
Repeat Call Mon 16 May 2005 14:06 by uk951516 / HSH2 Saved: Mon 16 May 2005 14:06
Ria RULE MASSA
‘Advice Mon 16 May 2005 14:06 by uk951516 / HSH2 Saved: Mon 16 May 2005 14:06
advised pm engineer will be out today
(OTI Success [An add has been sent to Dispatch 1 i
[UPDATE Mon 16 May 2005 14:13 by Dispatch 1 / ‘Saved: Mon 16 May 2005 14:20
‘Engineer 081634 despatched to site at 16-05-2005 14:05:00 noted
UPDATE
UPDATE Mon 16 May 2005 14:31 by Dispatch 1/ Saved: Mon 16 May 2005 14:32
Work completed
UPDATE Mon 16 May 2008 14:34 by Dispatch 17 ‘Saved: Mon 16 May 2005 14:32 I
I [swapped due to feed inop
ENG VISIT ~ Mon 16 May 2008 14:20 by 081634 / ENGINEERS Saved: Won 16 May 2005 14:29
‘swapped due to feed inop Call closure code of and repair code 824
[REASSIGN Mon 16 May 2008 14/32 by Dispatch 17 ‘Saved: Mon 16 May 2005 14:32
[TI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIReturn activity
OTI Success [OT] monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTiReturn activity
OTI Success Received call closure from Dispatch 4 jl
CLEAR Mon 16 May 2005 14:29 by uk951588 / HSH8 Saved: Mon 16 May 2005 14:29
‘swapped due to feed inop Cail closure code of and repair code 824
CLOSE” Mon 16 May 2008 14:34 by uk95 1588 /HSH8 Saved: Won 16 May 2005 14:34
Call Close by Sarah Hil: swapped due to feed inop Call closure code of and repair code 821
Call E-0507070603 ©2002 Fujitsu Services Limited
Seventy KI) fe Thu 07 July 2005 14:21 512323
I i 4 - 512323
2 Postmistress 1 Deparment I
a i
Call Problem Details
Product Tyre Gara Call yee = Hos [I Pebien I]
52 pm states her bop is not working properly the red light is flashing, = I
07/07/2005 14:21 CN2 R82 RS03
Call Close by Leon Briars: pm states the bop is not working the red light is flashing, talked pm through checks printer
now ok pmhtcc. ref no offered
Call Asset Details
PATOKI8P-PTR 2 OK Printer Server Name!
O71 Reference I Counter Affected 1 Associaied Reference:
a
[OPEN ‘Thu 07 July 2005 14:09 by UK953426 / HSH6 "Saved: Thu 07 July 2005 14:10
POL00091307
POL00091307
‘New cail taken by Leon Briars: pm states her bop is not working properly the red light is flashing.
information Thu 07 July 2005 14:12 by UK953426 7 HSHE ‘Saved: Thu 07 July 2005 14:42
pm states both red lights are now flashing and the paper keeps jamming i
‘Advice Thu 07 July 2005 14:12 by UK953426 / HSH6 Saved: Thu 07 July 2005 14:12
Power off printer, remove image drum, carefully remove the jammed paper, put image drum back in
information Thu 07 July 2005 14:13 by UK953426 / HSH6 (Saved: Thu 07 July 2005 14:43
i ‘pm states the image drum and the toner were chang cE
Information ‘Thu 07 July 2005 14:14 by UK953426 / HSH6 Saved: Thu 07 July 2005 14:14
deleted print cue.
‘Advice ‘Thu 07 July 2005 14:16 by UK953426 / HSH6 ‘Saved: Thu 07 July 2005 14:16 i
‘Power off printer for 2 minutes, try a print
Advice ‘Thu 07 July 2005 14:16 by UK953426 / HSH6 ‘Saved: Thu 07 July 2005 14:16 I
Power off. Lift lid. Power on. Hold down white cleaning button on front of printer for 10 seconds. Put down the lid
(Advice ‘Thu 07 July 2005 14:18 by UK953426 / HSH6- ‘Saved: Thu 07 July 2005 14:18
: CREE ee ca a
Information Thu 07 July 2005 14:19 by UK953426 / HSH6 ‘Saved: Thu 07 July 2005 44:19
[pm states the print came out fine advised pm to try another test print.
Information Thu 07 July 2005 14:20 by UK953426 / HSH6 Saved: Thu 07 July 2005 14
pm states the printer came of succesfully.
(CLEAR Thu 07 July 2005 14:21 by UK953426 / HSH6 Saved: Thu 07 July 2005 14:24
printer checked now ok -_ ON oe I
(CLOSE Thu 07 July 2005 14:27 by UK9534267 HSH (Saved: Thu 07 July 2605 14:34 i
i ‘Call Close by Leon Briars: pm states the bop is not working the red light is flashing. talked pm through checks.
printer now ok pmhtec. ref no offered
Call E-0509090168 ©2002 Fulitsu Services Limited
EWS Closed e889 Fri 09 September 2005 09:16
38 ees 12 September 2005
11:30
eg PATHWAY
0 Local / intermediate (1m
Remote.
Caller Details
WEISER » scot : ES o12228
el : Gal 10 lest
Sci Ey voce
Counter_Eposs 25_3 distrib failed with error unable to ping I
2) 12/09/2005 11:30 [Cae RM Reps ME Recovtion
Call Close by Jacqueline Scott: distrib ok - closed as solved
=e aay
_ OT] Reference: ‘ounler Affected (0) Associated Reference:
Ce
Call A
POL00091307
POL00091307
‘New cail taken by Jacqueline Scott: Counter_Eposs 25 3 distrib failed with error unable to ping
‘information Fri 09 September 2005 10:25 by GB083490 / SMC7-Distrib ‘Saved: Fri 09 September 2005 16:25
pm has rebooted and hic ok await retry
(CLEAR Mon 12 September 2005 11:25 by GB083490 / SMC7-Distrib Saved: Mon 12 September 2008 17:25
distrib ok - closed as solved
CLOSE Mon 12 September 2005 11:30 by GB083490 / SMC7-Distrib ‘Saved: Mon 12 September 2005 17:30 i
Call E-0509260732 (©2002 Fujitsu Services Limited
WES closed Mon 26 September 2005 15:19 Affected Sie (EEPerx)
Severty Eg] Mon 26 September 2005 15:23 I (aS s/F57) 512323
Customer {ky] No. Counters. [4
[ty IMI coal Intermediate / Remote (SSE wxo52609 / HsH17
Caller Details
AEs sue etherington [ GE 512323
Seen ror ao
2 clerk states that she would like to print out a label with nil on it. I
2 26/09/2005 15:23 Cause (en Repar (Gee) Resolution (teed
{= Call Close by Simon Hopperton: clerk states that she would like to print out a label with nil on it. advised clerk to
contact nbsc. clerk is happy to contact nbsc and is happy to close cal
Call Asset Details
[Besant
Counter Afiected Hil ‘Associated Reference
OPEN Mon 26 September 2005 15:16 by uk952683 / HSH7 ‘Saved: Mon 26 September 2005 15:19
‘New call taken by Simon Hopperton: clerk states that she would like to print out a label with nil on it.
Advice Mon 26 September 2005 15:22 by uk952683 / HSH7 Saved: Mon 26 September 2005 15:22
advised clerk to contact nbse. : i
CLOS “Mon 26 September 2005 15:23 by uk952683/HSH7 Saved: Mon 26 September 2005 15:23
E ‘Call Close by Simon Hopperton: clerk states that she wouid like to print out a label with nil on it.
advised clerk to contact nbsc. clerk is happy to contact nbsc and is happy to close call
Call E-0510170470 ©2002 Fulitsu Services Limited
Closed ©2227 Mon 17 October 2005 11:29 Allected Site (Pera)
I Seventy A) (2272) Tue 18 October 2005 10:25 I as eigree I 512323
1 Local / intermediate / Remote [1 2 uco533a5 / HsH2
Caller Details
Be alison Be) 512323
POL00091307
POL00091307
Cale 0 I Location
Call Problem Det
Product Type I Cail Type {hl : Probl ype
(20. pm states cp is not printing MLPS out.
alll Cl Details
eee) 18/10/2005 10:25 [Cause MM Repar E ee Rs20
"© Call Close by Stephen Ashby: swap ithaca due to intermittent not printing or ac cepting mip Call closure code of and
repair code 821
Call Asset Details
e073 5123231 Es oxi Printer 57 03)33001833k
EEE PATOKIBP-PTR EM WES OK Printer
0 ee wr10170197 Counter Affected (2 Associated Reference I
2
Call Activity Log
OPEN Mon 17 October 2005 11:28 by uk952720 / HSH2 Saved: Mon 17 October 2005 11:29
New call taken by Keeley Butler: pm states cp is not printing MLPS out.
Information” Mon 17 October 2008 11:30 by uk882720 7 HSH2 ‘Saved: Mon 17 October 2605 1730
pm states cp is not printing MLPS out.
Information Mon 17 October 2005 11:30 by uk952720 / HSH2 ~~"'Saved: Mon 17 October 2005 11:30 I
\walked pm through factory re-set
‘Information Mon 17 October 2005 11:32 by uk952720 / HSH2 “Saved: Mon 17 October 2005 11:32
factory re-set has not worked, label has been rejected 7 i
Advice Mon 17 October 2005 11:35 by uk952720 / HSH2 ‘Saved: Mon 17 October 2005 11:35
Slips not feeding/jamming once in printer is slip flat and being inserted correctly? Clean slip loader with lint free
cloth/screen wipe. Retry Check for foreign objects and damaged parts inside printer Check tally roll is in correct
position - press release button and retry Check mylar guard and ribbon cartridge are a) not damaged and b)
ted correctly yes Check head gap lever is set to position 1 yes Perform factory reset. done but failed
‘Access Times Mon 17 October 2005 11:35 by uk952720/HSH2 " (Saved: Mon 17 October 2005 1435
mon-fri 09.00-17.30 no lunches
Node status Mon 17 October 2005 11:36 by uk952720 / HSH2 Saved: Mon 17 October 2008 47:36
node operational. ” — — - I
Recommend Mon 17 October 2005 11:36 by uk952720 / HSH2 ‘Saved: Mon 17 October 2005 11:36
‘call logged at 11.29 pis check/swap cp
Open OT! Mon 17 October 2005 11:36 by SYSADM// ASTEA ‘Saved: Mon 17 October 2005 11:36
‘Automatic Open OT! **Updated by Keeley Butier at 17/10/2005 17:36:49
[REASSIGN Mon 17 October 2005 11:
‘Call # E-0510170470 was
by uk952720 / HSH2 Saved: Mon 17 October
105 17:36
assigned from Keeley Butler, Group HSH2 to Group UKSS1
OTI Success New call sent to Dispatch 1
OT! Success Received an Acknowledgement from Dispatch 1 Dispatch 7 call number is WF 10170197
Information Mon 17 October 2005 11:52 by UK035161 / UKSS2 ‘Saved: Mon 17 October 2005 11:52
ISLA = 10.59 18/10/05.
OTl Success {An add has been sent to Dispatch 4
UPDATE Mon 17 October 2005 11:57 by PATHWAY / ‘Saved: Mon 17 October 2005 12:00
sla 1059 18/10 - I
‘UPDATE Mon 17 October 2005 12:28 by PATHWAY / Saved: Mon 17 October 2008 12:31
sla 1059 18/10
REASSIGN Mon 17 October 2005 19:00 by Dispatch 1/ ‘Saved: Mon 17 October 2005 19:04 i
‘The projected arrival date for engineer 062667 is 18-10-2005 09:00:00 ** [Engineer 062667 allocated).
‘UPDATE —_Tue 18 October 2005 10:07 by Dispatch 7 / ee "Saved: Tue 18 October 2005 10:08
Engineer 062667 airived on site at 18-70-2005 09:56:00 ** [Engineer 062667 Logged On j I
UPDATE Tue 18 October 2005 10:10 by Dispatch 1/ Saved: Tue 18 October 2005 10:12
Work completed ” ~— ° ~ ” ° ”
UPDATE” Tue 48 October 2008 10°10 by Dispatch 17 ‘Saved: Tue 18 Getober 2008 16:12 I
Iswap ithaca due to intermittent not printing or ac cepting mip
[ENG VISIT Tue 18 October 2005 09:55 by 062667 / ENGINEERS Saved: Tue 18 October 2005 10:07
POL00091307
POL00091307
‘swap ithaca due to intermittent not printing or ac cepting mip Call closure code of and repair code 821
IREASSIGN Tue 18 October 2005 10:12 by Dispatch 1/ ‘Saved: Tue 18 October 2005 10:12
[OTI monitor reassigned this call from Dispatch 7 to the Action Group HSH2 as directed by the OTiReturn activity
OTI Success (GT/monitor reassigned this call from Dispatch 7 to the Action Group HSH2 as directed by the OTiReturn activity I
OT! Success Received call closure from Dispatch 7
ICLEAR ‘Tue 18 October 2005 10:07 by uk953335 / HSH2 ‘Saved: Tue 18 October 2005 10:07
‘swap ithaca due to intermittent not printing or ac cepting mip Call closure code of and repair code 821
CLOSE” Tue 48 October 2008 10:25 by uk953335 /HSH2 ‘Saved: Tue 18 October 2005 10:25
all Close by Stephen
and repair code 821
Call E-0510280218 ©2002 Fuilitsu Services Limited
eR Closed Sy Fri 28 October 2005 10:00 aaa ey 512323
e382 Fri 28 October 2008 10:06
0
=: seo
= I. clerk states screen has frozen during card transaction
Call Closure Details
28/10/2005 10:06 cT9 R70 gee rey Rss
Call Close by Hamid Abdul: clerk states screen has frozen during card transaction. reboot required
Call Asset Details
=a ey
Call Activity Log
OPEN Fri 28 October 2005 09:59 by UK955761 / HSH8 ‘Saved: Fri 28 October 2005 10:00
New call taken by Hamid Abdul: clerk states screen has frozen during card transaction
‘Advice Fri 28 October 2005 10:01 by UK955761 / HSH8 (Saved: Fri 28 October 2005 10:01
i advised pm to Teboot a ae ae : a
Information Fri 28 October 2005 10:03 by UK955761/HSH8 (Saved: Fri 28 October 2005 10:03
talked pm through a reboot
CLEAR’ Fri 28 October 2005 10:06 by UK956761/HSH8 = ‘Saved: Fri 28 October 2005 10:06
‘CLOSE Fri 28 October 2005 10:06 by UK955761 / HSH8 ‘Saved: Fri 28 October 2005 10:06
Call Close by Hamid Abdul: clerk states screen has frozen during card transaction. reboot required
Call E-0602230047 ©2002 Fujitsu Services Limited
We Closed Thu 233 February 2006 08:15 Affected Site. graye)
POL00091307
POL00091307
2c © Thu 23 February 2006 08:17 I #85) e228 512323
1039 Ne. Counters [J
Frony Local / intermediate / Remote. (Spas uk953703 / HSH1
9 Alison ee 512323
B= Postmistress Deparment I
a
Call Problem Details
Prosect A Call Type Proplype Wad Bioblen:I
Proven] states she was been transferred unvoiced from NBSC she is in stock unit DEF and doesnt know how to get
Ug out of it
Ep
Call Closure Details
Call Ciose by Patricia Clegg: transferred to Kirsty @ NBSC
Call Asset Details
Asset iO ae]
‘Ne
[222823 Non Horizon Business ets Non Horizon business I Sea
Call Activity Log
OPEN ‘Thu 23 February 2006 08:14 by uk953703 / HSH1 ‘Saved: Thu 23 February 2006 08:15 I
‘New call taken by Patricia Clegg: PM states she was been transferred unvoiced from NBSC she is in stock unit
DEF and doesnt know how to get out of it
information ‘Thu 23 February 2006 08:16 by uk863703 / HSHi Saved: Thu 23 February 2006 08:16
‘transferred to Kirsty @ NBSC_ 2 t : Te c
(CLOSE ~ Thu 23 February 2006 08:17 by uk953703 / HSH1 ‘Saved: Thu 23 February 2006 08:17
Cali Ciose by Patricia Ciegg: transferred to Kirsty @ NBSC
Call E-0604110248 ©2002 Fuiitsu Services Limited
PEE Closed Tue 11 April 2006 10:01 Ailecied Site iberx}
I Seventy A (5) Wed 12 April 2006 14:22 aS eeie8 512323
Gustomer (I) I _ Ne. Counters
4 Local / intermediate / Remote ( © 522 cB082200 / HsH8
Caller Details
alison hart
a
Sieg 09
PM states that card reader is not reading : :
Call Closure Details
42/04/2006 14:22 S9 Ro I Rs20
TS cai Close by Kenneth Hudson: ENG REPLACED KEYBOARD Call closure code of and repair code 821
5123231 2 Keyboard -Live PO Sites [9 9 7224 pooso74
PATDEVLKBD [9 888282)80) Keyboard -Live PO Sites I 9) 9) Seg Puc
GTi Relerence (MICUNEI Ice IEE Counie: Aifected (i ME Associated Relerence.
A]
POL00091307
POL00091307
[OPEN Tue 17 April 2006 10:00 by uk953334 / HSH8- (Saved: Tue 1 4 April 2006 10: 01
[New cail taken by Melissa Delamaine: PM states that card reader i is not reading
information ‘Tue 14 April 2006 10:02 by uk953334/ HSH8 : ‘Saved: Tue 17 April 2006 4 I
PM states that she has cleaned the rea
Advice Tue 11 April 2006 10:02 by uk953334 / HSH8 ‘Saved: Tue 11 April 2006 10:02
advised checking cables are secure
KEL RefNo. Tue 11 April 2006 10:02 by uk953334 / HSH8 Saved: Tue 1% April 2006 1
Information ‘Tue 11 April 2006 10:02 by uk953334 / HSH8 Saved: Tue 14 April 2006 10:02 I
pm does not want to reboot as she is too busy 7 - —_ 7 ° I
Information [Tue 17 April 2006 70:02 by uk953334/HSH8 : ‘Saved: Tue 17 April 2006 4
/probl
‘Access Times Tue 11 April 2006 10:02 by uk953334/HSH8 ‘Saved: Tue 17 April 2006 10:02 i
im 0900-1730 s 0900-1230
[Recommend Tue 17 April 2006 10:03 by uk953334 / HSH8 "Saved: Tue 1% April 2006
Lo ‘check/swap kbd i a i I
‘Open O11 ‘Tue 14 Apri 2006 10:08 by SYSADM /ASTEA ‘Saved: Tue 1% April 2006 10:03
‘Automatic Open OT! **Updated by Melissa Delamaine at 11/04/2006 10:03:24 I
ae) ‘Tue 14 April 2006 10:03 by uk953334 / HSH8 ‘Saved: Tue 14 April 2006 10:03 I
_ [Cali # €-06041 10248 was Reassigned from Melissa Delamaine, Group HSHE to Group UKSS1
OT Success ‘New cail sent to Dispatch 7
eee _ Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG04110008
UPDATE Tue 11 April 2006 10:19 by PATHWAY/ ~~ Saved: Tue 11 April 2006 10:23
sla 0931 12/04
iv
I
I ‘SLA 0931 12/04 I a
UPDATE ‘Tue 11 April 2006 17:12 by PATHWAY / Saved: Tue 11 April 2006 17:14
[PART ORDERED TO ENG IBOX 356294
‘UPDATE Wed 12 April 2006 08:31 by PATHWAY / Saved: Wed 12 April 2006 08:34
: @Q@UPDATE Part not delivered to ibox. ;
(UPDATE ‘Wed 12 April 2006 08:32 by PATHWAY / Saved: Wed 12 April 2006 08:34
ignore last update. Wrong call updated. Sorry
\@@UPDATE Part was not delivered as earlier advise d.
UPDATE Wed 12 April 2006 09:02 by PATHWAY / Saved: Wed 12 April 2006 09:03
__Unable to make SLA. unable to source part as not delivered to ibox. i
Wed 12 April 2006 09:41 by PATHWAY / Saved: Wed 12 April 2006 09:43
i leng aware & enroute i
REASSIGN Wed 12 April 2006, 41:24 by Dispatch 17 - - ‘Saved: Wed 12 April 2006 11:22
000198 is 12-04-2006 47:25:00 * [Engineer 060198 allocated
UPDATE ~~ Wed 42 April 2006 11:37 by PATHWAY / ‘Saved: Wed 12 April 2006 11:40
____DEALOCS0 Other - please specify ENG HAS BEEN CALLE D BACK TO PREVIOUS SITE
UPDATE ~~” Wed 42 April 2006 11:37 by PATHWAY / ‘Saved: Wed 12 April 2006 11:40
REASSIGN. ‘Saved: Wed 12 April 2006 11:51
UPDATE Wed 12 April 2006 13:30 by Dispatch 1/ - ‘Saved: Wed 12 April 2006 13:32
‘UPDATE ~~” Wed 12 Apri 2006 by Dispatch 170 ‘Saved: Wed 12 April 2006 73:
bee Engineer 000214 arrived on site at 12-04-2006 13:00:00 ** [Engineer 000214 Logged On]
UPDATE Wed 12 April 2006 13:54 by Dispatch 1 . Saved: Wed 12 April 2006 13:56
POL00091307
POL00091307
‘Work completed
(UPDATE ~~” Wed 72 April 2006 13:54 by Dispatch 17 i Saved: Wed 12 April 2006 13:56
ENG REPLACED KEYBOARD i
TENG VISIT Wed 12 April 2006 13:00 by 000214 / ENGINEERS ‘Saved: Wed 12 April 2006 13:30
[ENG REPLACED KEYBOARD Call closure code of and repair code 821
REASSIGN Wed 42 April 2006 13:56 by Dispatch 1/
‘monitor reassigned this call from Dispatch
OTI Success (GT) monitor reassigned this cail from Dispatch 1 to the Action Group HSH8 as directed by the OTiRetum activity
(OT! Success ‘eceived call closure from Dispat 4
CLEAR Wed 12 April 2006 13:30 by GB082200 / HSH8 ‘Saved: Wed 12 April 2006 13:30
‘Call Close by Kenneth Hudson: ENG REPLACED KEYBOARD Call closure code of and repair code 821
Call E-0604110253 €2002 Fujitsu Services Limited
DE Closed EE Tue 11 April 2006 10:03” MERRY 512323
se Wed 12 April 2006 15:10 BN oS ers) 512323
eo I _Ne. Counters
S Pronty i Local / intermediate / Remote [Im GB082200 / HSHB
Ceealsonhat = (ss — 2 512323
#7 Postmistress Departmen I
Call Problem Details
Broduet Type Call Tyee ee HD07
PM states that she dropped a parcel on the cp a few weeks ago and it is celotaped up but not working fully
Call Closure Details
25 call Close by Kenneth Hudson: ** [No Remark entered ] Call closure code of FAILURE and repair code 821
Call Asset Details
FS 51232310 ERS Ithica 94 Printer =) HE002163109
PATITHS4PTR 2 Ithica 94 Printer
fs ee WG04110101 1
OPEN ‘Tue 11 April 2006 10:02 by uk953334 / HSH8 Saved: Tue 11 April 2006 10:03
New cail taken by Melissa Delamaine: PM states that she dropped a parcel on the cp a few weeks ago and itis
‘celotaped up but not working fully
‘information Tue 14 April 2006 10:04 by uk953334 / HSH8
‘Saved: Tue 11 April 2006 10:04
Pp 9
KEL RefNo. Tue 11 April 2006 10:04 by uk953334 / HSH8 ‘Saved: Tue 11 April 2006 10:04 I
lwims used
‘Access Times Tue 11 April 2006 10:04 by uk953334 / HSH8 Saved: Tue 1% April 2006 10:04
Im 0900-1730 s 0900-1230 I
[Recommend Tue 11 April 2006 10:04 by uk953334 / HSH8 Saved: Tue 11 April 2006 10:04
check/swap op
(Open O71” 14) ¢ I
‘Automatic Open OTI ***Updated by Melissa Delamaine at 11/04/2006 10:04:51
[REASSIGN Tue 11 April 2006 10:04 by uk953334 / HSH8 ‘Saved: Tue 1% April 2006 10:04
Call # E-06041 10253 was Reassigned from Melissa Delamaine, Group HSH8 to Group UKSS1
POL00091307
POL00091307
OT Success New cail sent to Dispatch 1
OTI Success Received an Acknowledgement from Dispatch 1 Dispatch 1 cail number is WG04110101
‘UPDATE ‘Tue 11 April 2006 10:20 by PATHWAY / Saved: Tue 11 April 2006 10:23
‘SLA 0933 12/04
UPDATE ‘Tue 11 April 2006 17:12 by PATHWAY / Saved: Tue 11 April 2006 17:14 I
[PART ORDERED TO ENG IBOX 354128 ~~ - - . 7
REASSIGN Wed 12 April 2006 08:33 by Dispatch 17 Saved: Wed 12 Apri 2006 08:34
I The projected arrival date for engineer 000202 is 12-04-2006 10.05:00 ** [Engineer 000202 allocated}.
[UPDATE Wed 12 April 2006 09:02 by Dispatch 1/ Javed: Wed 12 April 2006 09:03
SLA AT RISK AS ENGINEER DIVERTED TO AN A PRIORITY CALL.
UPDATE
‘UPDATE ‘Wed 12 April 2006 11:17 by PATHWAY / ‘Saved: Wed 12 April 2006 11:19
** [Engineer 000202 released call ] I
REASSIGN Wed 12 April 2006 11:21 by Dispatch 1/ ‘Saved: Wed 12 April 2006 11:28
I ithe projected arrival date for engineer 000198 is 12-04-2006 12: 20: 00 * [Engineer 000198 allocated).
UPDATE Wed 42 April 2006 11:37 by PATHWAY / ‘Saved: Wed 12 April 2006 11:40 I
DEALOCS0 Other - please specify ENG HAS BEEN CALLE D BACK TO PREVIOUS SITE
UPDATE” Wed 12 April 2006 17:37 by PATHWAY 7” : ‘Saved: Wed 12 April 2006 17:40
I [Engineer 000198 released call.)
REASSIGN Wed 12 April 2006 11:50 by Dispatch 1 / Saved: Wed 12 April 2006 11:51
‘The projected arrival date for engineer 000244 is 12-04-2006 12:15:00 ** [Engineer 000244 allocated}.
UPDATE "Wed 12 April 2006 13:30 by Dispatch 17 Saved: Wed/12 April 2006 13:32
‘UPDATE Wed 12 April 2006 13:54 by Dispatch 1 / ‘Saved: Wed 12 April 2006 13:86
Engineer 000214 arrived on site at 12-04-2006 12:50:00 ** [Engineer 000214 Logged On.) I
‘UPDATE Wed 12 April 2006 13:54 by Dispatch 1/ Saved: Wed 12 April 2006 73:56
I Work complete
UPDATE Wed 12 April 2006 13:54 by Dispatch 1 / Saved: Wed 12 April 2006 13:56.
[No Remark entered ] Call closure code of FAILURE and repair code 824
REASSIGN Wed 12 April 2006 14:38 by Dispatch 1 / Saved: Wed 12 April 2006 14:38
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIRetum activity
OTI Success Tj monitor reassigned this cail from Dispatch 1 to the Action Greig HsHe as directed by the OTiRetur activity
OTI Success
Received call closure from Dispatch 1
CLEAR ~— Wed 12 April 2006 13:00 by GB082200 / HSH8 ‘Saved: Wed 12 April 2006 43:00,
i lo Remark entered.] Call closure code of FAILURE and repair code 821 i
(CLOSE "Wed 12 April 2006 15:10 by GB082200 / HSH8 ‘Saved: Wed 12 April 2006 16:10
[No Remark entered ] Call closure code of FAILURE and repair code 821
Cali Close by Kenneth Hudson:
Call E-0605021458 @2
PEE Closed RT Tuc 02 May 2006 15:06 UNMASEER 512323
i. 5 Thu 04 May 2006 17:10 Bee 512323
I Pronty 0) Local / intermediate / Remote. Il S72) uk092087 / HSH6
Caller Details
(22 alison hall
£2) Postmistress Department I
POL00091307
POL00091307
mie
'M states that card transactions are not going through
5257 04/05/2006 17:10 C40 R74 Resolution (ace
I 62 Call Close by Donna Thomas: ‘issue resolved @ 18:30 02/05/06 in call E-0605020722"
Call Asset Details
BOADSL
a ents Aocte
Call Activity Log
OPEN ‘Tue 02 May 2006 15:04 by uk953334 / HSH8 ~ ‘Saved: Tue 02 May 2006 15:06
'New cail taken by Melissa Delamaine: PM states that card transactions are not going through
‘Access Times Tue 02 May 2006 15:08 by uk953334 / HSH8 ‘Saved: Tue 02 May 2006 15:08
I advised a network test - cannot contact corresponding server process has limed out health checked - not
pinging
KEL RefNo. Tue 02 May 2006 15:08 by uk953334/HSH8 ==~=~=~—~—« Saved: Tue 02 May 2006 15:08 I
lwims used
‘Advice ‘Tue 02 May 2006 15:09 by uk953334 / HSH8 Saved: Tue 02 May 2006 15:09
idvised a controlled shutdown cae : I
Information Tue 02 May 2006 15:09 by uk953334 / HSH8 Saved: Tue 02 May 2006 15:09
cll bck @ 1830
Contacted”” Tue 02 May 2006 15:49 by uk653334 / HSH ‘Saved: Tue 02 May 2006 15/49 I
‘contactign po
Information ‘Tue 02 May 2006 15:49 by uk953334 / HSH8 Saved: Tue 02 May 2006 15:49
no answer at po I
Repeat Call Tue 02 May 2006 16:06 by uk955547 / HSH2 ‘Saved: Tue 02 May 2006 16:06
I IPAFIDVLWAPOPICAPO notgoingthrough
Advice ‘Tue 02 May 2006 16:07 by uk955547 / HSH2 Saved: Tue 02 May 2006 16:07 :
ladvised known issue
‘Tue 02 May 2006 16:07 by uk955547 / HSH2 Saved: Tue 02 May 2006 16:07
REASSIGN I
(Call# E-0605021458 was Reassigned from Melissa Delamaine, Group HSH8 to Group DESK FILTER.
‘information ‘Thu 04 May 2006 17:09 by uk092087 / HSH6 ‘Saved: Thu 04 May 2006 17:09
‘hs ved @ 18:30 02/05/06 in call E-0605020722"
02 May 2006 18:30 by uk092087/HSH6
tissue resolved @ 18:30 02/05/06 in call E-0605020722"
CLOSE ‘Thu 04 May 2006 17:10 by uk092087 / HSH6- ‘Saved: Thu 04 May 2006 17:10
Call Close by Donna Thomas: ‘issue resolved @ 18:30 02/05/06 in call E-0605020722"
(MODIFY [Mon 05 June 2006 43:08 by uk051588 / HSH2 ‘Saved: Mon 05 June 2006 13:08
I 'Call information modified by Sarah Hill Resolution Method: from 'RS06' to '‘RS28"
Call E-0605120248 ©2002 Fulitsu Services Limited
We Closed 2 Fri 12 May 2006 10:15 Affected Site EPAYS)
Vee 2c EE Tue 16 May 2006 08:26 ee 512323
—— I No. Counters (J
45 Local / intermediate / Remote. il Sea uk951588 / HSH2
POL00091307
POL00091307
(27 alison hall 512323
I Postmistress Department I
LY Galler 1D, Location’
Call Problem Details
Proauall] Cal Tyee Ei Probiyee (ited - Problem i
Type
&.- -. pm states her cp will not print anything at all pm stated she had put labels through the cp and it just wouldn't do
+ © anyhting she tried to put a new tally roll in but that will not even feed through this has only just happened the red
light is flashing
Closure Details
= cs Repair Resolution (Reva)
28 Call Close by Sarah Hill: ** [No Remark entered ] Call closure code of FAILURE and repair code 821
Call Asset Details
Se 51232310 EE Ithica 94 Printer Sy HE00 1929678
ei 2 8 = WG05 120093 Counter Affected. i] Associated Reference I
OPEN —_Fri 12 May 2006 10:13 by uk957321 / HSH2 oo" Saved: Fri 12 May 2006 10:15
New call taken by Laura Sutton: pm states her cp will not print anything at all pm stated she had put labels
through the cp and it just wouldn't do anyhting she tried to put a new tally roll in but that will not even feed
through this has only just happened the red light is flashing
Advice IFri 12 May 2006 10:17 by uk957321 / HSH2 ‘Saved: Fri 12 May 2006 10:17
Check for foreign objecis and damaged parts inside printer
‘information Fri 12 May 2006 10:17 by uk967321 / HSH2 Saved: Fri 12 May 2006 10:17
pm states itis clear
‘Advice Fri 12 May 2006 10:17 by uk957321 / HSH2 ‘Saved: Fri 12 May 2006 4
(Check mylar guard and ribbon cartridge are a) not damaged and b) seated correctly
Information Fri 12 May 2006 10:17 by uk957321 / HSH2 ‘Saved: Fri 12 May 2006 10:17
pm states itis fine and was changed two weeks ago
Fri 12 May 2006 10:18 by uk957321 / HSH2 Saved: Fri 12 May 2006 10:18
‘Check head gap lever is set to position 7
Fri 12 May 2006 10:18 by uk957321 / HSH2 ‘Saved: Fri 12 May 2006 10:18
‘Perform factory reset. 7 - 7 - - :
‘Fri 12 May 2006 10:48 by uk057327 7 HSH2 Saved: Fri 12 May 2006 10:18
Tum rin ith the printer off hold down the feed and resume ‘cep
down and turn the Counter Printer on Hold the buttons down until the counter printer finishes printing When
finished, release the button and the printer will print out more When it has finished the red light will flash Tum the
Counter Printer off and on and steady green light will be displayed
Information Fri 12 May 2006 10:19 by uk957321 / HSH2 ‘Saved: Fri 12 May 2006 10:19
[pm states the light is still flashing red
Advice [Fri 42 May 2006 10:19 by uk9573217HSH2 Lee ‘Saved: Fri 12 May 2006 4
t ‘Remove tally roll and clean sensor, rollers and tally area with screen wipe. Reload.
‘Advice Fri 12 May 2006 10:20 by uk957321 / HSH2 Saved: Fri 12 May 2006 10:20
‘Remove tally roil and ciean sensor, roliers and tally area with screen wipe. Reload
Information Fri 12 May 2006 10:20 by uk957321 / HSH2 ‘Saved: Fri 12 May 2006 11
‘pm states she has done this i
‘Advice Fri 12 May 2006 10:20 by uk957321 / HSH2 Saved: Fri 12 May 2006 10:20
Perform factory reset - Power off. Hold down feed and resume together while powering on. Release when print
starts
Information Fri 12 May 2006 10:20 by uk057327 / HSH2 ‘Saved: Fri 12 May 2006 10:20
‘pm states it will not do anything at all and the red light is still flashing
information Fri 12 May 2006 10:21 by uk957321 / HSH2 Saved: Fri 12 May 2006 10:21
counterv states an error message came up on screen stating cancewl or retry print
Node status Fri 12 May 2006 10:21 by uk957321 / HSH2 Saved: Fri 12 May 2006 10:24
operational
Access Times Fri 12 May 2006 10:22 by uk957321/HSH2 _— ‘Saved: Fri 12 May 2006 10:22
POL00091307
POL00091307
[mon - fri 0900 - 1730 sat 0900 - 1230
[Recommend Fri 12 May 2006 10:22 by uk0573217/HSH2 7 Saved: Fri 12 May 2006 10:22
eng to check/swap ¢p call lagged at 10.15 i
‘Open OTI Fri 12 May 2006 10:22 by SYSADM / ASTEA Saved: Fri 12 May 2006 10:22
‘Automatic Open OTI ***Updated by Laura Sutton at 12/05/2006 10:22:48 I
[REASSIGN ‘Fri 12 May 2006 10:22 by uk957321/HSH2 ‘Saved: Fri 12 May 2006 10:22
I ‘
(OTI Success
[OTl Success j
UPDATE
Fri 12 May 2006 10:35 by PATHWAY /
I I
i pm chasing call
Information Mon 15 May 2006 11:08 by uk092087 / HSH6
‘voiced michelle @ ukme
‘information
ke 1g Outcome of spares issue
Information Mon 15 May 2006 11:09 by uk092087 / HSH6
ipm advised of spares issue
(OU erie id has been sent to Dispatch 1
REASSIGN Mon 15 May 2006 12:45 by Dispatch 1/ oee"'Saved: Mon 15 May 2006 12:49
‘The projected arrival date for engineer 000198 is 15-05-2006 17:15:00 ENG AWARE
UPDATE” Mon 15 May 2006 12:45 by Dispatch 1/7 : “Saved: Mon 15 May 2006 12
: [Engineer 000198 allocated],
UPDATE ‘Mon 15 May 2006 17:22 by Dispatch 1/ Saved: Mon 15 May 2006 17:25
‘Engineer 000198 arrived on site at 15-05-2006 16:45:00 Work compieted
y :22 by Disp:
i [ENG REPLACED IHTICA. TESTED OK
TENG VISIT Mon 15 May 2006 16:45 by 000198 / ENGINEERS Saved: Mon 15 May 2006 17:00
* [No Remark entered ] Call closure code of FAILURE and repair code 821
REASSIGN I
OTI Success {Tj monitor reassigned this cail from Dispatch 1 to the Action Group HSH2 as directed by the OTiRetum activity
OTI Success Received call closure from Dispatch 1 l
‘CLEAR ‘Mon 15 May 2006 17:00 by uk951588 / HSH2 ‘Saved: Mon 15 May 2006 17:00
** [No Remark entered.] Call closure code of FAILURE and repair code 821 I
‘CLOSE ‘Tue 16 May 2006 08:26 by uk951588 / HSH2- ‘Saved: Tue 16 May 2006 08:26
‘Call Close by Sarah Hill: ** [No Remark entered.] Call closure code of FAILURE and repair code 821
Call E-0605300724 @2
a Tee 30 May 2006 13:11 Allected Site (Pera)
aed
tO is easton
EG Aiconhal RENNER i oi 512323
POL00091307
POL00091307
ELGG Pn states that ctr2 has gone off. —— —
(2) 30/05/2006 15:57 a c36 R70 Resolution gee
Call Close by Kenneth Hudson: pm, states that node is not pinging advised renboot now working pmhtcc
OF Reference! [counter Afiected fj
cee CAPACI Log cuore ee rere
Tue 30 May 2006 13:09 by uk082472 / HSH8 Saved: Tue 30 May 2006 13:11
New call taken by Janette Hampson: Pm states that ctr2 has gone off.
information” Tue 30 May 2006 13:13 by uk082472 7 HSH8 ‘Saved: Tue 30 May 2006 13:13
Network test x2 failed to ping i
Information Tue 30 May 2006 13:13 by uk082472 / HSH8 Saved: Tue 30 May 2006 13:13
health check x 2 failed
‘Tue 30 May 2006 13:15 by uk082472 / HSH8- ‘Saved: Tue 30 May 2006 13:15
advised controlled shutdown, will callback in oe I a
Information Tue 30 May 2006 13:16 by uk082472 / HSH8 ‘Saved: Tue 30 May 2006 13:16
PSTN 01274 872830
‘Contacted’”” Tue 30 May 2006 15:52 by GB082200 / HSH8™
I ‘contacting PO i
Information Tue 30 May 2006 15:55 by GB082200 / HSH8 ‘Saved: Tue 30 May 2006 15:55.
'PM states online services are now working after reboot
‘Tue 30 May 2006 15:56 by GB082200 / HSHB ‘Saved: Tue 30 May 2006 15:56
reboot required : /
‘CLOSE Tue 30 May 2006 15:57 by GB082200 / HsH8 Saved: Tue 30 May 2006 15:57
Call Close by Kenneth Hudson: pm, states that node is not pinging advised renboot now working pmhtee
‘Advice
Saved: Tue 30 May 2006 15:52
CLEAR
Call E-0606090451 ©2002 Fulitsu Services Limited
2 Closed 2s) Fri 09 June 2006 11:46 ‘Affected Site [EXPAPx]
b Severity (Ie (E229 Wed 20 June 2007 15:02 si" 8e') PATHOO9
FSS PATH Way
Prorty } Local / intermediate / Remote fl k056499 / OBC HOLD 1
Caller Details
1 222 D LAWRINSON 72254848 I Phead Sy 512323
nie f :
Call Problem Details
oe) PTO1 eG Probl ype [feted Problem:
ype I
2), OBC WORK NTPL6060391 ADSL SITE -AD HOC CHANGE - ROMEC TO SITE 23/06/06 TO SURVEY AND
4] ADVISED POL OF COSTS INVOLVED.
Call Closure Details
WEES 2000812007 15:02 [case NE Reva RM Ressiution SD
I 23 call Close by Deb Lawrinson: @@ call closed all work complete
Call As:
POL00091307
POL00091307
‘OT! Reterence: Counter Affected. iQ) Associated Reterence I
tivity Lox
OPEN Fri 09 June 2006 11:43 by uk056499 / OBC HOLD 1 Saved: Fri 09 June 2006 11:46
‘New call taken by Deb Lawrinson: OBC WORK NTPL6060397 ADSL SITE “AD HOC CHANGE - ROMEC TO
‘SITE 23/06/06 TO SURVEY AND ADVISED POL OF COSTS INVOLVED
'REASSIGN Fri 09 June 2006 11:49 by uk056499 / OBC HOLD 7 ‘Saved: Fri 09 June 2006 17:49
Call # 0606090451 was Reassigned from Deb Lawrinson, Group OBC HOLD 1 to Group ROMEC REFURB.
SUSPEND Fri 09 June 2006 11:49 by uk056499 / OBC HOLD 1 ‘Saved: Fri 09 June 2006 11:50
‘Due for Release on 22/06/2006 at 08:00:00 Call suspended by Deb Lawrinson
RELEASE Thu 22 June 2006 08:00 by Sysadm / SYSTEM Saved: Thu 22 June 2006 08:00
AUTO-RELEASE from SUSPEND (Release was due on 22 Jun 2006 at 08:00:00)
'REASSIGN Wed 20 June 2007 11:57 by Romec02/ROMEC == ~=~—~— Saved: Wed 20 June 2007 11:57
Call i E-0606090451 was Reassigned from Group ROMEC REFURB to Group OBC HOLD 7 Romec work
complete.
CLOSE ~~ Wed 20 June 2007 15:02 by uk056499 / OBC HOLD 1 Saved:
Call Close by Deb Lawrinson: @@ call closed all work complete,
fed 20 June 2007 15:02
Call E-0606120652 ©2002 Fuiitsu Services Limited
SS Closed Pe) Mon 12 June 2006 12:21 Aifected Site [EIPEPx]
I Severity Ei) (<2 Mon 12 June 2006 12:24 ee 512323
— I I __ No. Countess [2
Prot) Local /intermediate / Remote: (Il — ee 11052761 HSH
TEES toon ees
Postmistress Department I
ae
Sen ot
pm states that she has had a instant saver transaction declined on her system
12/06/2006 12:24 2 eS crs GO‘ Resokstion (I
== Call Close by Nicola Aitken: pm states that she has had a instant saver transaction declined on her system, advised
pm to monitor this
TES Po Avs
CMAN
OPEN Mon 12 June 2006 12:19 by uk952761 / HSH1 Saved: Mon 12 June 2006 12:21
'New cail taken by Nicola Aitken: pm states that she has had a instant saver transaction declined on her system
information Mon 12 June 2006 12:22 by uk052761 7 HSHi Saved: Mon 12 June 2006 12:22
i a bent that this is not going through on any of her counters and this is the only transaction which will not go
throug
‘Advice ‘Mon 12 June 2006 12:23 by uk952761 / HSH1 Saved: Mon 12 June 2006 12:23
[advised pm that there is no fault with the system and to monitor this
Information Mon 12 June 2006 12:24 by uk052761/HSHi Saved: Mon 12 June 2006 12:24
pm is happy to monioir i
‘CLEAR ‘Mon 12 June 2006 12:24 by uk952761 / HSH1 Saved: Mon 12 June 2006 12:2¢
pm states that she has had a instant saver transaction declined on her system
POL00091307
POL00091307
(CLOSE Mon 12 June 2006 12:24 by uk952761 / HSH1 Saved: Mon 12 June 2006 12:24
I ‘Cail Close by Nicola Aitken: pm states that she has had a instant saver transaction declined on her system,
advised pm to monitor this
Call E-0606170080 ©2002 Fujitsu Services Limited
Closed Sat 17 June 2006 09:07 UU ReReES Sy 512323
2c sat 17 June 2006 09:10 I BAe 512323
Cscve (Me Ne Counters. [7
I Pronty Local I Intermediate / Remote {ll uk957319 / HSH5
(21 Alison Gee GRO : Bie 512323
HEE Postmistess Tor I ___depariment fl
Tt [oie
Call Problem Details
Proce Tyee (anil 1 Gai yee ES HD04
E52 PM states that she is trying to scan a barcode for a fishing liscene and this will not scan on either counters.
Call Closure Details
17/06/2006 09:10 cos R74 Rescluton (iw
1/2 Call Close by Louise Pepiow: PM states that she is trying to scan a barcode for a fishing liscene and this will not scan
on either counters. PM happy to monitor.
II Asset Details
Ee 5123231 7 N-20-03120
OT Reference Counter Affected Associated Reference I
Call Activity Log
‘OPEN ‘Sat 17 June 2006 09:05 by uk957319 / HSH5 Saved: Sat 17 June 2006 09:07
New call taken by Louise Peplow: PM states that she is trying to scan a barcode for a fishing liscene and this will
not scan on either counters
‘Advice Sat 17 June 2006 09:09 by uk057319/HSH5——<“—‘“<“~*~*SS Save: Sat 17 Je 2006 09:09
: ‘Advised the PM to try another fishing liscence.
Information Sat 17 June 2006 09:09 by uk957319 / HSH Saved: Sat 17 June 2006 09:09
PM states that this will not scan either.
‘Advice Sat 17 June 2006 09:10 by uk857319/ HSHS Saved: Sat 17 June 2006 68:70
I ‘Advised to monitor as this appears to be the batch of fishing liscences that are causing the issue.
Information Sat 17 June 2006 09:10 by uk957319 / HSH5 Saved: Sat 17 June 2006 09:10
Pm happy to do this,
CLEAR Sat 17 June 2006 09:10 by uk957319 / HSH5 Saved: Sat 17 June 2006 09:10
i [PIM states that she is trying to scan a barcode for a fishing liscene and this will not scan on either counters.
CLOSE ‘Sat 17 June 2006 09:10 by uk957319 / HSH5 ‘Saved: Sat 17 June 2006 09:10
Call Close by Louise Pepiow: PM states that she is trying to scan a barcode for a fishing liscene and this will not
scan on either counters. PM happy to monitor.
Call E-0606230135 ©2002 Fujitsu Services Limited
We Closed 2 ri 23 June 2006 09:22 Altected Site [Pera]
b Seventy fe Fri 23 June 2006 09:26 ee 512323
POL00091307
POL00091307
I Pronty Ry Local/ Intermediate / Remote {ll 2 _ UK957088 / HSH6
EI Alison es 51223
Fir Postmisiress 1 : -
i
Call Problem Details
Pro a 07 :
Pm states that the cp is not printing any receits.
Call Closure Details
#52 23/06/2006 09:26 Cause el Repair Baad Resolution I(Geud
123 call Close by James Butterworth: Pm states that the cp is not responding. Avdeis pm to a reset.
Call Asset Details
51232310 S22 = HE002015483
PATITH94PTR Ithica 94 Printer Server Name
I OT Reference I 2
Call Activity Log
‘OPEN. "Fri 23 June 2006 09:21 by UK957088 / HSH6 ‘Saved: Fri 23 June 2006 09:22
New call taken by James Butterworth: Pm states that the cp is not printing any receits.
KEL RefNo. Fri 23 June 2006 09:23 by UK957088 / HSHE ‘Saved: Fri 23 June 2006 09:23
Advice Fri 23 June 2006 09:24 by UK957088 / HsHé Saved: Fri 23 June 2006 09:24
Visually check cables are secure Factory reset printer
Information Fri 23 June 2006 09:24 by UK957088 / HSH6 ‘Saved: Fri 23 June 2006 09:24
: Pm states that she has completed this aand will monitor.
‘CLEAR Fri 23 June 2006 09:25 by UK957088 / HSH6 ‘Saved: Fri 23 June 2006 09:25
Pm states that the cp is not responding
(CLOSE Fri 23 June 2006 09:26 by UK957088 / HSH6 Saved: Fri 23 June 2006 09:26
Cali Close by James Butterworth: Pm states that the cp is not responding. Avdeis pm to a reset.
Call E-0608090064 ©2002 Fujitsu Services Limited
DUDES closed NUOOIONINNPUINESAEY Wed 09 August 2006 08:30 NINENTEREIETSY 512028
3B Wed 09 August 2006 08:34 I a iuies 85 512323
os 2
Pronty. i) Local / intermediate / Remote [J (See uk951654 / HSH7
Ci
alison hall [BS
f= Postmistress Login. I _Departnent fl
boo nee 011
Call Problem Details
caller states that they have had a powerout, they are at polo but when they put the card in there is no change
Call Closure Details
09/08/2006 08:34 A cve Repair (E11 Resolunon (Gee
Call Close by Erica Tidman: pmme not reading, adv to restart, now ok, ref given
vs
ll Asset Details
O11 Reference.
POL00091307
POL00091307
Associated Reference’
(OPEN ‘Wed 09 August 2006 08:28 by uk951654 / HSH7 Saved: Wed 09 August 2006 08:30
New call taken by Erica Tidmnan: caller states that they have had a powercut, they are at polo but when they
‘put the card in there is no change
OPEN CALL TS Wed 08 August 2606 08:30 by uk05 1664 / HSH7 ‘Saved: Wed 09 August 2006 68:36
/ ‘Open Calls Troubleshoot (Affected Site 512323)
‘Advice Wed 09 August 2006 08:32 by uk951654 / HSH7 Saved: Wed 09 August 2006 08:32
“adv caller to switch the counter off and restart it
Information” Wed’ 08 Auguist 2006 08:33 by uke5 1664 /HSH7 Saved: Wed 09 August 2006 08:33
‘the system is loading Q q i ae
‘information Wed 09 August 2006 08:33 by uk951654 / HSH7. Saved: Wed 09 August 2006 08:33
‘caller has entered the pmmc successfully and is now typing in the pin number
information ~~ Wed 09 August 2006 08:34 by uke51654 / HSH7 Saved! Wed 09 August 2006 08:34
i ‘tef given
CLEAR ‘Wed 09 August 2006 08:34 by uk951654 / HSH7_ Saved: Wed 09 August 2006 08:34
adv to restart and system now ok
CLOSE Wed 09 August 2006 08:34 by uk954654 / HSH7 Saved: Wed 09 August 2006 08:34
Call Close by Erica Tidman’ pmme not reading, adv to restart, now ok, ref given
Call E-0608090171
Closed # Wed 09 August 2006 09:23 SS 512323
= = Thu 10 August 2006 13.07 ie 512323
No Counters
ee ukos588 / HsH2
Product Type (NY &ai Tyee Prob i ype gDMey
222 pm statse keyboard swipe oo up last details of transaction
(E2222) 10/08/2006 13:07 eS cos Repair (td (ee Rs20
Call Close by Sarah Hill: Engineer Summary: post mistress stated fault had cleared itself. all tested and working ok ric
0905 10/08 Call closure code of Completed and repair code 819
— patdevikbd EP Keyboard - ~ Live PO Sites Server Name I
2 wc08090075 Counter Afiected (J Associated Reference I
OPEN
‘Advice
‘information
‘Wed 09 August 2006 09:21 by uk955547 / HSH2 Saved: Wed 09 August 2006 09:23
‘New cail taken by Akram Ali: pm staise keyboard swipe brings up last details of transaction
‘Wed 09 August 2006 09:25 by uk955547 / HSH2 Saved: Wed 09 August 2006 09:25
‘Ask the PM if they have had this problem on this counter in the past-
Wed 09 August 2006 09:25 by uk955547 7 HSH2 ‘Saved: Wed 09 August 2006 09:25
pm statse this si firts time this occured and just had a power cut
KEL RefNo. Wed 09 August 2006 09:26 by uk955547 / HSH2 Saved: Wed 09 August 2006 09:26
POL00091307
POL00091307
(DDawe3637/.htm
Information Wed 09 August 2006 09:27 by uk955547 / HSH2 ‘Saved: Wed 09 August 2006 09:27
kel suggest to swap keyboard as precaution and
Information Wed 09 August 2006 09:29 by uk955547/HSH2 ‘Saved: Wed 09 August 2006 09:29
I pm statse this is happening on all swipe cards
Node status Wed 09 August 2006 09:29 by uk955547 / HSH2 Saved: Wed 09 August 2006 09:29
Inode si operational
‘Access Times Wed 09 August 2006 09:29 by uk955547 / HSH2 Saved: Wed 09 August 2006 09:29
pie ee otieemarn omen ots
Recommend Wed 09 August 2006 09:29 by uk955547 / HSH2 Saved: Wed 09 August 2006 09:29 i
‘calil logged at 09.23 on 09/08/06 check swap keyboard on node 2
A ug 95.
: ‘Updating master fad E- 0509271103 I
‘Open oTl Wed 09 August 2006 09:33 by SYSADM / ASTEA Saved: Wed 09 August 2006 09:33
‘Automatic Open OTI ***Updated by Akram Alli at 09/08/2006 09:33:59 I
REASSIGN Wed 08 August 2006 09:33 by uk958547 / HSH2 Saved: Wed 09 August 2006 09:34 I
i (Call # E-0608090177 was Reassigned from Akram Ali, Group HSH2 to Group UKSS1
OTI Success iNew cail Sent to Dispatch 1
OT! Success Received an Acknowledgement from Dispatch 1 Dispaich 7 call number is WG08090075
UPDATE ‘Wed 09 August 2006 09:40 by PATHWAY / Saved: Wed 09 August 2006 09:46
‘mon - fri 9.00-17.30 sla 1730 10/08
[ENG VISIT Thu 10 August 2006 09:00 by 000198 / ENGINEERS “Saved: Thu 10 August 2006 09:05
Engineer Summary: post mistress stated fault had cleared itself. all tested and working ok rtc 0905 10/08 Call
‘closure code of Completed and repair code 819
REASSIGN Thu 10 August 2006 12:31 by Dispatch 1 / Saved: Thu 10 August 2006 12:34
OTi monitor reassigned this call from Dispatch 7 to the Action Group HSH2 as directed by the OTiReturn activity I
OT! Success Ti monitor reassigned this call from Dispatch 7 to the Action Group HSH2 as directed by the OTiReturn activity
(OTI Success
Received call closure from Dispatch 4
(CLEAR”” Thu 70 August 2006 09:05 by uk95 1588 /
: Engineer Summary: post mistress stated fault had cleared itself. all tested and working ok ric 0905 10/08 Call
: closure code of Completed and repair code 819
CLOSE ‘Thu 10 August 2006 13:07 by uk951588 / HSH2 Saved: Thu 10 August 2006 13:07
Cail Close by Sarah Hill: Engineer Summary: post mistress stated fault had cleared itself. ali tested and working
iok ric 0905 10/08 Call closure code of Completed and repair code 819
This call has remarks
Call E-0608110641 ©2002 Fulitsu Services Limited
Closed Fri 11 August 2006 15:43 Affected Site Eibeyx)
2c Fri 11 August 2006 15:50 yg e775) 512323
Customer INKS) No Counters 7
Local / intermediate / Remote. [i esas. UK955762/ HSH1
Postmistress, 1 Department I
Lo i
PTO4 ail Type til Brobiyee (ined [Pichler I
PM states that the CP will not printing postal orders 7 7
Call Closure Details
POL00091307
POL00091307
1108/2006 15:50 Oe css Repair (14 Resolution [hGuk)
5 Call Close by Adam Robertson: Factory reset required
Call Is
ESS 51232310 — eS HE 002015483
EgS0S9 PATITHOAPTR ithica 94 Printer 9 Seer
I tl Reteronce fl 1 :
OPEN Fri 11 August 2006 15:42 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:43 I
New call taken by Adam Robertson: PM states that the CP will not printing postal orders
KEL RefNo. Fri 11 August 2006 15:44 by UK955762 /HSH1 ‘Saved: Fri 11 August 2006 15:44
/ WIMS consulted —
‘Advice Fri 11 August 2006 15:44 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:44 I
advice PM to check for obstructions
Information Fri 11 August 2006 16:44 by UK955762 /HSH1 ‘Saved: Fri 17 August 2006 15:44
None found i
‘Advice Fri 11 August 2006 18:44 by UK955762 / HSHi ‘Saved: Fri 11 August 2006 15:44
Advice PM to clean inside
‘information Fri 11 August 2006 15:44 by UK955762 / HSH1
Saved: Fri 11 August 2006 1!
CPis clean
‘Advice Fri 11 August 2006 15:44 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:44
‘Advice PM to make the headgap lever i i
Information Fri 11 August 2006 15:45 by UK955762 / HSH1 Saved: Fri 1 August 2006 15:45
Headgap set to 7
Advice Fri 11 August 2006 15:45 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:45 I
advice PM to make sure the ribbon cartridge is seated correctly
‘information Fri 11 August 2006 15:45 by UK955762 / HSH1
‘Saved: Fri 11 August 2006 15:45
Ribbon seated correctly Ce
Advice Fri 11 August 2006 15:45 by UK955762 / HSHi Saved: Fri 11 August 2006 15:45
‘Advice PM to do a factory reset - talked PM through the process
Information Fri 14 August 2006 by UK955762 / HSH1 ‘Saved: Fri 11 August 2006 15:45
i PM has done so I
[MODIFY Fri 11 August 2006 15:48 by UK955762 / HSH1 ‘Saved: Fri 11 August 2006 15:48
Call information modified by Adam Robertson Node Affected: from '2' to ‘1" I
Advice Fri 11 August 2006 15:48 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:48
I advice PM to try printing a label
Information Fri 11 August 2006 15:49 by UK955762/HSH1_ ~~" Saved: Fri 11 August 2006 15:49 I
PM has done so - has worked and is happy to close call
"Fri 11 August 2006 15:49 by UK955762/HSH1 ‘August 2006 15:49
I Factory reset required
CLOSE Fri 11 August 2006 15:50 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:50 I
Call Ciose by Adam Robertson: Factory reset required
Call E-0608110651 ©2002 Fulitsu Services Limited
Closed eee Fri 17 August 2006 15:50 PS 512323
Severity Fg Mon 14 August 2006 17:17 I aucune 3 512323,
eee 45 Local / Intermediate / Remote {ll uk953358 / HSH6
Colle: Tg
POL00091307
POL00091307
Broduct Type (aed Cal Tyee HD07
2S caller states that the CP is not printing labels : : : :
14/08/2006 17:17 css Ro ee Rs20
Call Close by Sarah Dawe: Engineer Summary: not printing PO, tc replaced, all tested ok. ric 1500 14/8 Call closure
code of Completed and repair code 821
ee 51232310 Ithica 94 Printer he002015483
es PatiTHoaPTR Ithica 94 Printer :
OPEN IFri 11 August 2006 15:49 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:50
INew call taken by Adam Robertson: Caller states that the CP is not printing labels I
(OPEN_CALL_TS Fri 11 August 2006 15:57 by UK955762/ HSH1 Saved: Fri 11 August 2006 15:51
: (Open Calls Troubleshoot (Affected Site:512323)
OPEN_CALL_TS Fri 11 August 2006 15:51 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:51
‘Open Cails Troubleshoot (Affected Site:512323)
KEL RefNo. Fri 17 August 2006 15:57 by UK955762/ HSHi ‘Saved: Fri 14 August 2006 15:57
_WIMS consulted
‘Advice Fri 11 August 2006 15:51 by UK955762 / HSH1 “Saved: Fri 11 August 2006 15:51
“advice PM to check for obstructions
Information Fri 14 August 2006 15:51 by UK955762/ HSH1 Saved: Fri 11 August 2006 15:57 I
None found
‘Advice Fri i4 August 2006 15:51 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:51
‘Advice PM to clean inside I
Information Fri 77 August 2006 15:57 by UK955762 / HSHi ‘Saved: Fri 14 August 2006 15:57 I
‘CP is clean
‘Advice ‘Fri 11 August 2006 15:51 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:51 I
\dvice PM to make sure the headgap lever is set to 7
‘information. ri 14 August 2006 15:52 by UK955762/ HSH? Saved: Fri 11 August 2006 15:52
leadgap set to a iE
Advice Fri 17 August 2006 15:52 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:52
‘Ribbon seated correctly
‘Advice ‘Fri 11 August 2006 15:52 by UK955762 / HSH1 ‘Saved: Fri 11 August 2006 15:52
‘Advice PM to do a re-installation of the PIN pad - talked PM through the process
Advice ‘Fri 17 August 2006 15:53 by UK955762 / HSH1
: sdvice PM to try printing a postal order
Information IFri 14 August 2006 15:53 by UK955762 / HSHi ‘Saved: Fri 11 August 2006 15:53
PM has done so - still not printing I
Access Times Fri 11 August 2006 15:54 by UK955762 / HSH1 Saved: Fri 11 August 2006 1
L ‘Mon - Fri: 0900 - 1730 Sat: 0900 - 1230 no lunch
Node status Fri 11 August 2006 15:54 by UK955762 / HSH1 Saved: Fri 11 August 2006 15:54 I
Node is operational - - ~~ - ” —
Recommend Fri 14 August 2006 15:54 by UK955762/ HSH? ‘Saved: Fri 11 August 2006 15:54
I Call logged on 11/08/06 at 15:50 recommend to check/swap Counter Printer i
‘(Open OTI IFri 11 August 2006 15:56 by SYSADM / ASTEA Saved: Fri 11 August 2006 15:56
‘Automatic Open OTi *“Updated by Adam Robertson at 11/08/2006 15:56:20
isHi wugust 200
Cali # £-06081 10651 was Reassigned from Adam Robertson, Group HSH1 to Group UKSS*
POL00091307
POL00091307
‘New call sent to Dispatch 4
(OT Success
‘eceived an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG08110359
UPDATE Fri 11 August 2006 16:01 by PATHWAY / Saved: Fri 11 August 2006 16:01
Times: Mon - Fri: 0900 - 1730 Sat: 0900 - SLA 1730 14/08
ENG VISIT. Mon 14 August 2006 14:45 by 000220 / ENGINEERS Saved: Mon 14 August 2006 15:00
‘Engineer Summary: not printing PO, tc replaced, all tested ok. rtc 1500 14/8 Cail closure code of Completed
‘and repair code 821
TREASSIGN (Mon 14 August 2006 16:59 by Dispatch 1/ ‘Saved: Mon 14 August 2006 16:59
‘TI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OTIReturn
tivity
OT! Success (GTi monitor reassigned this cail from Dispaich 7 to the Action Group HSH1 as direcied by the OTiRettimn
‘activity
OTI Success Received call closure from Dispatch 4 I
CLEAR jon 14 August 2006 75:00 by uke63368 / HSHE ‘ed: Mon 14 August 2006 75:00
‘Engineer Summary: not printing PO, tc replaced, all tested ok ric 1500 14/8 Call closure code of Completed
‘and repair code 821
CLOSE ‘Mon 14 August 2006 17:17 by uk953358 / HSH6 Saved: Mon 14 August 2006 17:17
‘Call Close by Sarah Dawe: Engineer Summary: not printing PO, tc replaced, all tested ok. ric 1500 14/8 Call
‘closure code of Completed and repair code 821
This call has remarks
This call has remarks
Call E-0610050317 (©2002 Fujitsu Services Limited
WE closed FEI Thu 05 October 2006 10:01 EES 512323
Severity. (ie G7 Thu 05 October 2006 10:12 ase PNP 512323
Ea I No. Counters
Prony Ey Local / Intermediate / Remote [m 555 uKo57089 / HSH2
IESEA Ayson Hat Peed Fo: 2023
Ei) Postmistress mg aT I _Departinent (a
a [cate I
Call Problem Details (
SS} TS Hoe :
(2222.2 PM states that she is having issues with cards. Is asking for swiping, i
(05/10/2006 10:12 : CTs) R74 e887 R06
Call Close by Joseph Mould: Advised to install. PM will call back once she gets a card.
Eee 5123231 Description I 3020625
Ln unter Atrocted Associated Reference:
OPEN _ Thu 05 October 2006 10:00 by UK957089 / HSH2_ ~~ Saved: Thu 05 October 2006 10:01 ~~
New call taken by Joseph Mould: PM states that she is having issues with cards. Is asking for swiping.
KEL Ref No.” Thu 05 October 2006 10:02 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:02
WIMS consulted
‘Advice ‘Thu 05 October 2006 10:02 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:02
Install pin pad.
POL00091307
POL00091307
‘information Thu 05 October 2006 10:03 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:03
I ‘Waiking PM through this i " f
information Thu 05 October 2006 10:03 by UK957083 / HSH2 [Saved: Thu 05 October 2006 10:03 I
Security keys and applications are being checked
information Thu 05 October 2006 10:04 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:04
PM sttaes error number 0.
‘Advice Thu 05 October 2006 10:04 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:04
Remove F key guard
information Thu 05 October 2006 10:04 by UK957089 / HSH2 _ (Saved: Thu 05 October 2006 10:04
PM is doing so. i
‘information ‘Thu 05 October 2006 10:06 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:06
‘Application tabie data is being checked I
‘Advice ‘Thu 05 October 2006 10:06 by UK9570897 HSH2 ‘Saved: Thu 05 October 2006 70:06 I
‘Press Pin pad keys as advised and use any chip and pin card to test.
Information Thu 05 October 2006 10:09 by UK957089 / HSH2 ISaved: Thu 05 October 2006 10:09 I
PM has finished the installation I
‘Advice ‘Thu 08 October 2006 10:40 by UK957089/ HSH2 ‘Saved Thu 08 October 2006 10:10
i ‘Try a card transaction
Information Thu 05 October 2006 10:12 by UK957089 / HSH2 Saved: Thu 05 October 2006 10:12
PM to cali back ifit does not work
CLEAR ‘Thu 05 October 2006 10:12 by UK957089 / HSH2 ‘Saved: Thu 08 October 2006 10:12
I ‘Advised to install. PM will call back once she gets a card I
‘CLOSE Thu 05 October 2006 10:12 by UK957089 / HSH2 ‘Saved: Thu 05 October 2006 10:12
Call Close by Joseph Mould: Advised to install. PM will call back once she gets a card.
Call E-0610050580 ©2002 Fujitsu Services Limited
EEO Closed ‘Thu 05 October 2006 12:27 BAe 512323
Seventy kd 77 Mon 09 October 2006 F) PATHO22-
08:50 Code"
Sinan PATHWAY I No. Counters:
4
Prony local / Intermediate 40 5, GB083490 / SMC7-
Remote, Distrib
Ee J Scott i 512323
Sater 0
Details
Gal Tyee Probl ype allen) Broiler
2222, 4 Counter product KM_PINPAD_UPG_CHK 34_1 commit failed with error unable to ping
ecw = R70 RSi0
Call Close by Jacqueline Scott: Call can now be closed, product is in the inventory -
Call Asset Details
Se
ee Paticix365/4008 Sener Nave
: 1 Assotiaied Reference
Call Activity Log
(OPEN Thu 05 October 2006 12:27 by GB083490 / SMC7-Distrib ‘Saved: Thu 05 October 2006 12:27
New call taken by Jacqueline Scott: Counter product KM_PINPAD_UPG_CHK 34_1 commit failed with error
unable to ping
POL00091307
POL00091307
‘information ‘Thu 05 October 2006 16:06 by GB083490 / SMC7-Distrib ‘Saved: Thu 05 October 2006 16:06
l ‘site is h/c ok await resolution i i i
CLEAR ‘Mon 09 October 2006 08:50 by GB083490 / SMC7-Distrib Saved: Mon 09 October 2006 08:50 I
‘Call can now be closed, product is in the inventory
ICLOSE "Mon 09 October 2006 08:50 by GB083490 / SMC7-Distrib 'Saved: Mon 09 October 2006 08:50
Call Close by Jacqueline Scott: Call can now be closed, products in the inventory
Call E-0610050589 ©2002 Fujitsu Services Limited
Closed eee Thu 05 October 2006 12:31
Severity: Pe] 2) Fri 06 October 2006 16:41
I Peonty Local / Intermediate / Remote. {ll
Saleu petals
EET Alison Bi GRO I ee s282 :
Ce d i
aa Caller 1D ; I
Call Problem Details
Product Gail Type Ei] Se Probiem I]
[27 2 PM called and went through reinstallation of Pinpad at 10.00am today (call ref: E-0610050314) as Pinpad was not I
=5-© swiping c ards, this is still the case.
(222 06/10/2006 16:41 er cso RO fe Rs20
§ Call Close by Kenneth Hudson: RTC - 1330 ENGINEER SWAPPED PIN PAD Call closure code of Completed and
repair code 821
EO 5123231 Hypercom PinPad I 94944 9659729 3001877 _
ES PATPINPAD 99) 88) 2) Hypercom PinPad _ Server Nar :
W10050291 SSMS i 2
Call Activity Log
OPEN ‘Thu 05 October 2006 12:29 by UK958862 / HSH8 Saved: Thu 05 October 2006 12:31
New cali taken by Stephanie Byme: PM called and went through reinstallation of Pinpad at 10.00am today (call
ref: E-0610050314) as Pinpad was not swiping c ards, this is still the case
Information ‘Thu 05 October 2006 12:33 by UK958862/HSH8 "Saved: Thu 05 October 2006 12:33
Checked Tivoli for events this shows that reinstall was completed but also has the last event showing as Pinpad _
: ‘error 0000000000003001877.
Information Thu 05 October 2006 12:40 by UK958862 / HSH8 Saved: Thu 05 October 2006 12:40
‘As the pinpad has been reinstalied advised PM that I will send this call over toengineers. SS
(Kecess Times Thu 05 October 2006 12:42 by UK958862 / HSH8 ‘Saved: Thu 05 October 2606 12:42
: (Mon-Fri: 0900-1730 Sat: 0900-1230 No lunches
Recommend ‘Thu 05 October 2006 12:43 by UK958862 / HSH8~ ~~"'Saved: Thu 05 October 2006 12:43
‘Cali logged @ 12.37 Please can you check/swasp the Pinpad on counter 2
Open OT! ‘Thu 05 October 2006 12:44 by SYSADM / ASTEA ‘Saved: Thu 05 October 2006 12:44
‘Automatic Open OTI ***Updated by Stephanie Byme at 05/10/2006 12:44:19 _
IREASSIGN Thu 05 October 2006 12:44 by UK958862 / HSH8 Saved: Thu 05 October 2006 12:44
‘Cail # E-0610050589 was Reassigned from Stephanie Byrne, Group HSH8 to Group UKSS4
OT! Success Kew cail sent to Dispatch 4
OTI Success ‘Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG 10050291
UPDATE” Thi'08 October 2006 12:54 by PATHWAY 7 Saved: Thu 05 October 2606 12:87
‘please check/swap pinpad on counter 2. Mon-Fri: 0900-1730 Sat: 0900-1230. no lunches, sla 1730 06/10
POL00091307
POL00091307
TENG VISIT Fri 06 October 2006 13:00 by 000198 / ENGINEERS ‘Saved: Fri 06 October 2006 13:30
IRTC- 7330 ENGINEER SWAPPED PIN PAD Call closure code of Compieted and repair code 827
REASSIGN Fri 06 October 2006 16:35 by Dispatch 1 / ‘Saved: Fri 06 October 2006 16:35 I
i [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIReturn activity.
OT! Success (6Tj monitor reassigned this cail from Dispatch / to the Action Group HSH8 as directed by the OTiReturn activity
OT! Success Received cail closure from Dispatch 4
CLEAR Fri 06 October 2006 13:30 by GB082200 / HSH8 Saved: Fri 06 October 2006 13:30
RTC ~ 1330 ENGINEER SWAPPED PIN PAD Cali closure code of Completed and repair code 824 I
fi er At by ‘aved: Fri 06 Octol :
: ‘Call Close by Kenneth Hudson: RTC - 1330 ENGINEER SWAPPED PIN PAD Call closure code of Completed
: ‘and repair code 821
This call has remarks
Call E-0611130198 ©2002 Fujitsu Services Limited
Closed Mon 13 November 2006 09:12 EO 512323
I Severity (CAN Mon 13 November 2006 09:39 I (vss e08)8/ 512323
[Local intermediate / Remote: TEST vi50016 /HsH2
alison hal >) == GRO I Se 512323
Ld ale
‘all Problem Details
N Noot
pm states thather online services have gonedown ;
Call Closure Details
13/11/2006 09:39 Caiise [i Repar Zl Ee Rsos
13825 cali Close by Daley Bilton: DUPLICATE CALL, PLEASE IGNORE
Call Asset Is
_ Reerence : : Counter: Alecied Associsied Reference:
Call Activity Log
OPEN Mon 13 November 2006 09:10 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:12
INew call taken by Daley Bilton: pm states that her online services have gone down
Information” Mon 73 November 2006 09:38 by ukos9016 / HSH2 ‘Saved: Won 13 November 2006 09:38
DUPLICATE CALL, PLEASE IGNORE
‘Mon 73 November 2006 09:39 by uk959016 / HSH2
(DUPLICATE CALL, PLEASE IGNORE
'Mon 13 November 2006 09:39 by uk959016 / HSH2 ‘Saved: Mon 13 November 2006 09:39
(Call Close by Daley Bilton: DUPLICATE CALL, PLEASE IGNORE - ee
Saved: Mon 13 November 2006 09:39
Call E-0611130209
Closed I E922228 Mon 13 November 2006 09:14 Atiected Site: (Paya)
POL00091307
POL00091307
Mon 13 November 2006 09:42 I 2.5/7 785895) 512323
I Customer I i No Counters
{Prony (SME Locel intermediate / Rect Mn oS8 eon MSCS
FEET atson hal GSS) ~=GRO I i s12323
Lt [Ge I :
i z ee ee Call Problem Details z ee
2 = pm states that her online services have gone down
(Ee 13/11/2006 09:42 ‘Cause ee Ee R70 Resolution [etd
22% call Close by Daley Bilton: pm stated OLS were down, advised and resolved by a reboot
[ERC po abst
[Sains Attectos I
OPEN Mon 13 November 2006 09:14 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:14
"New call taken by Daley Bilton: pm states that her online services have gone down I
information Mon 13 November 2006 09:15 by uk959016 / HSH2 ‘Saved: Mon 13 November 2006 09:15
health checking 100% loss
Information Mon 13 November 2006 09:16 by uk959016 /HSH2 _ ~~ Saved: Mon 13 November 2006 09:16 I
pm states she had just rebooted,
‘Advice Mon 13 November 2006 09:16 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:16
‘advised i will contact at
KEL RefNo. Mon 13 November 2006 09:16 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:16
\wims used
‘Contact Mon 13 November 2006 09:40 by uk9590 16 / HSI javed: Mon 13 November 2006 09:
I contacting...
‘information Mon 13 November 2006 09:40 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:40
PM states that online services have been resumed
CLEAR Mon 43 November 2006 09:41 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:47
; a a
CLOSE Mon 13 November 2006 09:42 by uk959016 / HSH2 Saved: Mon 13 November 2006 09:42
Call Ciose by Daiey Bilton: pm stated OLS were down, advised and resolved by a reboot
Call E-0612041157 ©2002 Fujitsu Services Limited
I Status (een iSE72=8 Mon 04 December 2006 16:53 Affected Site EqPErx]
Be2C 2) Mon 04 December 2006 16:56 I eats eres 512323
> He Cae
0 Local/ Intermediate / Remote {ly uk958990 / HSH7
Caller Details
(2,2 Alison Hall
Postmistress
i 52 512323
Proce type aad Brobivee Bley
POL00091307
POL00091307
Pm states pin pad broken on node 2
(e3 04/12/2006 16:56 cM R58 RSO6
I call Close by Kam Seshadri: pm had a problem regarding pin pad damaged, caller referred to nbsc
1 25223 Non Horizon BusinessI) I 88 8) Non Horizon business
‘OPEN Mon 04 December 2006 16:50 by uk958990 / HSH7 ‘Saved: Mon 04 December 2006 16:53
New call taken by Kam Seshadri: Pm states pin pad broken on node 2
‘CLEAR ‘Mon 04 December 2006 16:55 by uk958990 / HSH7 ‘Saved: Mon 04 December 2006 16:55
‘caller referred to nbsc
CLOSE Mon 04 December 2006 16:56 by uk958990 / HSH7 ‘Saved: Mon 04 December 2006 16:56
Cail Close by Kam Seshadri: pm had a problem regarding pin pad damaged, caller referred to nbsc
Call E-0511030077
Closed I EE) Thu 03 November 2005 08:31 Affected Site: EgPEya)
3B (2222) Thu 03 November 2005 08:53 I eit a eekes 512323
ot I Wo Counters
I Prorty (9 Local / Intermediate / Remote. (l uk952683 / HSH7
Caller Details
(= alison hull
FE Postmistress
ted
Se 512323
i
ye
ProvienI pm states that she is schedueled for a securoty key update for the pmme card and would like to know what to
bas do.
FF
Call Closure Details
2) 03/11/2005 08:53 = coo Repar Resolution RS
42) Call Close by Simon Hopperton: key refresh completed successfully on node 1
Call Asset Details
aa
TEES Riposte I Sescrision (io
en Reference’ a ter Arecte fl
Call Activity Log
OPEN Thu 03 November 2005 08:29 by uk952683 / HSH7 ‘Saved: Thu 03 November 2005 08:31
New call taken by Simon Hopperton: pm states that she is schedueled for a securoty key update for the pmme card
and would like to know what to do.
Contacted Thu 03 November 2005 08°34 by Uk952683 / HSH7 ‘Saved: Thu 03 November 2005 08:34
[contacting sme.
Information Thu 03 November 2005 08:35 by uk952683 / HSH7 ‘Saved: Thu 03 November 2005 08:35
spoke to jovan, jovan states that the security door is already open for a key change.
‘Advice Thu 03 November 2005 08:37 by uk052683 /HSH7 Saved Thu 03 November 2005 08:37"
‘advised pm to reboot the gateway counter, =” ae ee
Information Thu 03 November 2005 08:37 by uk952683 / HSH7 Saved: Thu 03 November 2005 08:37
waiking pm through reboot process.
POL00091307
POL00091307
‘information ‘Thu 03 November 2005 08:46 by uk952683 / HSH7 Saved: Thu 03 November 2005 08:46
I waiting for pm to come back to the phone.
CLEAR Thu 03 November 2005 08:51 by uk952683 / HSH7 ‘Saved: Thu 03 November 2005 08:51 I
key refresh completed successfully on node 4
(CLOSE Thu 03 November 2005 08:53 by uk052683 / HSH7 Saved: Thu 03 November 2005 08:53
Call Close by Simon Hopperton: key refresh completed successfully on node 4
Call E-0609180033 ©2002 Fujitsu Services Limited
WSS Closed Opened’
"Mon 18 September 2006 08:06 ‘Alfected Site: [EXPAy)
Mon 18 September 2006 08:10 I gaya & <2 512323
Severty
I ti—Ci No, Counters [J
Local / Intermediate / Remoie. [ly ee x952601 / HSH1
Postivasier
(222 pm states that come in and node 2 is frozen on riposte and wont go through has egg timer on screen.
17° Call Close by Joanne Rowland: pm states came in and was frozen on riposte advised talked through reboot on ndoe 2
starting services all fine pmhtcc ref ginve
Cal AMY LO ey
OPEN ‘Mon 18 September 2006 08:05 by uk952601 / HSH1 ‘Saved: Mon 18 September 2006 08:06
lew call taken by Joanne Rowland: pm states that come in and node 2 is frozen on riposte and wont go
through has egg timer on screen.
‘OPEN_CALL_TS Mon 18 September 2006 08:06 by uk952601 / HSH? ‘Saved: Mon 18 September 2006 08:06
‘Open Cails Troubleshoot (Affected Site’512323) i
Information ‘Mon 18 September 2006 08:07 by uk952601 / HSH1 ‘Saved: Mon 18 September 2006 08:07 I
[pm states that come in and node 2 is frozen on riposte and wont go through has egg timer on screen.
information ‘Mon 18 September 2006 08:07 by uk952601 / HSH ‘Saved: Mon 18 September 2006 08:07
i idvised pm to reboot nade 2 talking through I
‘Information jon 18 September 2006 08:09 by uk952601 / HSH‘ ‘Saved: Mon 18 September 2006 08:09
‘starting services now all fine and laoding pmhtcc
CLEAR ‘Mon 18 September 2006 08:09 by uk952601 / HSH? Saved: Mon 18 September 2006 08:09 i
i Pe ig 9
CLOSE jon 18 September 2006 08:10 by uk952601 / HSH1 ‘Saved: Mon 18 September 2006 08:10
‘all Close by Joanne Rowiand: pm states came in and was frozen on riposte advised talked through reboot
‘on ndoe 2 starting services all fine pmhtcc ref ginve
POL00091307
POL00091307
Call E-0701290552 ©2002 Fuiitsu Services Limited
122227 Mon 29 January 2007 12:11 EE 512323
(fc. Tue 30 January 2007 18:01 FAD/Path Code [peye)
i038 [_ Ne, Counters
Priory Co uk953358 / HSH6
ee alison I 512323
Wey Postmistess : Department
Sal iyee I
pm states with the pinpad-card slot is broken, taking no cards.
30/01/2007 18:01 cNt [2 Res Resolution. [ERP
© Call Close by Sarah Dawe: Engineer Summary: unit would not accept cards. unit was re-installed. all tested ok. Call
closure code of completed and repair code 822
DR) 512023: DE Hypercom PinPad NSE) 2020625
EES) PATPINPAD Hypercom PinPad
(ey ee Wi01290288 Counter Affected: (i
OPEN Mon 29 January 2007 12:08 by uk959464 / HSH6 Saved: Mon 29 January 2007 12:11
New call taken by Shamol Ahmed: pm states with the pinpad-card slot is broken, taking no cards.
information Mon’ 28 January 2007 12:43 by ukess46a / HSHE ‘Saved: Mon 29 January 2007 12:43
i PM states the pinpad slot is broken and no cards will slot into it, C oC Lo
‘Access Times Mon 29 January 2007 12:14 by uk959464 / HSH6 Saved: Mon 29 January 2007 12:14
mon-fri 0900-1730 sat 6900-1230 no lunch
‘Recommend Mon 29 January 2007 12:16 by uk959464 / HSH6 Saved: Mon 29 January 2007 12:15
‘call logged at 1211 on 29/01/07 EGR check/swap Pinpad please.
Node status Mon 29 January 2007 12:16 by uk959464 / HSH6 ‘Saved: Mon 29 January 2007 12:16
‘operational.
‘Open OT! Mon 29 January 2007 12:18 by SYSADM / ASTEA ‘Saved: Mon 29 January 2007 12:18
‘Automatic Open OT! “*Updated by Shamol Ahmed at 29/01/2007 12:18:22
REASSIGN Mon 29 January 2007 12:18 by uk959464 / HSH6- Saved: Mon 29 January 2007 12:18
(Call # £-0701290552 was Reassigned from Shamol Ahmed, Group HSH6 to Group UKSS1
(OTI Success jew caii sent to Dispatch 7
OTI Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WHO1290288
UPDATE” Mon 29 January 2007 12:30 by PATHWAY / Saved: Mon 29 January 2007 12:32
I \check/swap patpinpad mon-fri 0900-1730 sla 30/01/2007 17:30 i :
UPDATE Mon 29 January 2007 12:32 by PATHWAY / Saved: Mon 29 January 2007 12:37
Cail Accepted by Provider: Ref 204050
UPDATE ‘Mon 29 January 2007 20:07 by Dispatch 4/ ‘Saved: Mon 29 January 2007 20:11
Job Assigned with ETA Eng: 000202 ETA: Cali Being Progressed
ENG VISIT Tue 30 January 2007 15:00 by 000202 / ENGINEERS ‘Saved: Tue 30 January 2007 45:10
Engineer Summary: unit would not accept cards. unit was re-installed. all tested ok Cail closure code of
‘completed and repair code 822
[REASSIGN Tue 30 January 2007 16:18 by Dispatch 1/ ‘Saved: Tue 30 January 2007 16:18
(OTi monitor reassigned this call from Dispatch 4 to the Action Group HSH6 as directed by the OTIReturn activity
OTI Success (G7j monitor reassigned this call from Dispatch 7 to the Action Group HSHE as directed by the OTiRetum activity
(OT Success (Recgived call closure from Dispatch 1
CLEAR ‘Tue 30 January 2007 16:10 by uk953358 / HSH6 ‘Saved: Tue 30 January 2007 15:10
Engineer Summary: unit would not accept cards. unit was re-installed. all tested ok. Cali closure code of
‘completed and repair code 822
POL00091307
POL00091307
(CLOSE ‘Tue 30 January 2007 18:01 by uk953358 / HSH6 Saved: Tue 30 January 2007 18:01
‘Call Close by Sarah Dawe: Engineer Summary: unit would not accept cards. unit was re-installed. all tested ok.
Call closure code of completed and repair code 822
Call E-0702270770 ©2002 Fujitsu Services Limited
Closed eS Tue 27 February 2007 16:30 512323
cE Wed 28 February 2007 14:48 12323 I
m0 ti—“‘COC*SS No, Gounters
ey 45 L Se uk089976 / HSH6
Caller Details
ee alison Phone il SY 512323
2 Postmistress Login, [—_ Bepartnene fl
a (eae
Call Problem Details
aaa] amet Ete = ee
ioe Ea PM states that the printer is not working at all
Call Closure Details
28/02/2007 14:48 cot ROt Resolution [geval
Call Close by Samantha Roullier: Engineer Summary: not printing. replaced tested all ok
Call Asset Details
Asset © eg [ FES OKI Printer
Ee) PATOKISP-PTR (225 OKI Printer :
22 wH02270409 Counter Aifected [0]
Call Activity Log
OPEN ‘Tue 27 February 2007 16:30 by uk089976 / HSH6 ‘Saved: Tue 27 February 2007 16:30
New cail taken by Samantha Roullier: PM states that the printer is not working at all
‘information
Information Tue 27 February 2007 16:32 by uk089976 / HSH6 [Saved: Tue 27 February 2007 16:32
[PM changed the image drum but itis still not workin,
Node status Tue 27 February 2007 16:34 by uk089976 / HSH6 ‘Saved: Tue 27 February 2007 16:34
‘operational i
‘Access Times Tue 27 February 2007 16:34 by uk089976 / HSH6 Saved: Tue 27 February 2007 16:34
mon to fri 9.00 till 17.30. ~~ ~ ” ~ °
‘Recommend Tue 27 February 2007 16:34 by uk089976 / HSH6 (Saved: Tue 27 February 2007 16:34 i
‘Call logged @ 16.30 recommendengrtocheckiswap printer please
(Open OTI Tue 27 February 2007 16:35 by SYSADM / ASTEA Saved: Tue 27 February 2007 16:35
‘Automatic Open OT! ***Updated by Samantha Roullier at 27/02/2007 16:35:25
1@ 27 February 2007 16:35 by uk089976 / HSH6 Saved: Tue 27 February 2007 16:35
(Call # E-0702270770 was Reassigned from Samantha Roullier, Group HSH6 to Group UKSS1
OTI Success iNew cali sent to Dispatch 1
(OT! Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WHO2270409
REASSIGN
UPDATE ‘Tue 27 February 2007 16:42 by PATHWAY / ‘Saved: Tue 27 February 2007 16:47
icheck/swap oki printer mon - to fri 9.00 till 17.30 sla 28/02/2007 17:30
UPDATE ‘Tue 27 February 2007 16:44 by PATHWAY / ‘Saved: Tue 27 February 2007 16:48
Call Accepted by Provider: Ref 231295
‘UPDATE Tue 27 February 2007 20:10 by Dispatch 1/ Saved: Tue 27 February 2007 20:14
POL00091307
POL00091307
‘Technician Information: Location: Eng’ 001036 Arrivai Time: 28/02/2007 11:80:00 Job Completed: 28/02/2007
44:59:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
Requested Collected (Old) Items: Serial: 03133001833K Model: PATOKI8P-PTR Fault: BAD Notes: Delivered
(New) ITems: Serial: 06/33014701K Model: PATOKI8P-PTR Fault: GOOD Notes: Engineer Summary: not
printing. replaced tested all ok. INFO: CSR Code 001036 is known to D1 - AND updated “* PARTS USAGE
VALIDATION INFORMATION ** INFO: The number of OT! spares records found is 2. INFO: Spares usage
information found. INFO: Line 4: Old Unit part no. is BLANK - not processed. INFO: Line 1: New Unit part no
>PATOKI8P-PTR<, is serialised. INFO: Line 1: New Unit part no. »PATOKI8P-PTR<, Serial >06J33014701K<
found on equip file with customer number >. INHOUSE< - so its OK. INFO: Line 2: Old Unit part no. >PATOKI8P-
PTR, is serialised. INFO: Line 2: New Unit part no. is BLANK - not processed. INFO: Line 2: This call is for Site
>512323<, Old Unit Model >PATOKI8P-PTR<, Serial >03/33001833K<, is on Site >512323<, ** END OF
PARTS USAGE VALIDATION INFORMATION ** INFO: Cause Code completed is known to D1 - AND updated
INFO: Repair Code 821 is known to D1 - AND updated OT! Auto Closing this call to CM, Call closure code of
‘completed and repair code 821
[REASSIGN Wed 28 February 2007 13:32 by Dispatch 1/ ‘Saved: Wed 28 February 2007 13:32
OT monitor reassigned this call from Dispatch 4 to the Action Group HSH6 as directed by the OTIReturn activity
OT! Success (tj monitor reassigned this call from Dispatch 1 to the Action Group HSHE as directed by the OTIReturn activity
OTI Success Received call closure from Dispatch 1 I
(CLEAR Wed 28 February 2007 11:59 by uk089976/HSH6 = Saved Wed 28 February 2007 1159
I [Engineer Summary: not printing. replaced tested all ok
CLOSE Wed 28 February 2007 14:48 by uk089976 / HSH6 ‘Saved: Wed 28 February 2007 14:48
‘Call Close by Samantha Roullier: Engineer Summary: not printing. replaced tested all ok
Call E-0703120601 ©2002 Fujitsu Services Limited
Closed C2227 Mon 12 March 2007 12:54 EOS 512323
Seventy Eg Mon 12 March 2007 13:03 I gseetiteeey 512323
Cee 030 7 No. Counters. [4
riot tL uk959304 / HSH1
Caller Details
1 Alison a 512323
Gia) Postmistress i [ Bepartmene fl :
— ee : Si bcatianI
Call Problem Details
Procuctaaed Call Type iil Probiype [ule Booen ll
Type
=. pmstates that node 1. the box that store the system and it was remove , and now the gas card is not going
= through
Call Closure Details
ESF 12103/2007 13:03 eicos Rs ES Rsos
+2 Call Close by Latoya Rodgers: p states that she is having problems with gas cards and everytime she tries it, it
doesn't wrk , advice pm that she needs to ring us when she has another card like that and then we will walk her
through it , ref given
Be PATDEVLKBD 52957) Keyboard - Live PO Sites
‘Counter Affected Associated Reference:
Calll Activity Log
OPEN Mon 12 March 2007 12:52 by uk959304 / HSH1 Saved: Mon 12 March 2007 12:54
"New cail taken by Latoya Rodgers: pm states that node 1. the box that store the system and it was remove , and
now the gas card is not going through
‘information Mon 12 March 3607 12:56 by uk859304// HSH1 Saved: Mon 12 March 2007 12:56
pm states that only gas card that it not working , she has a msg
Information Mon 12 March 2007 12:57 by uk959304 / HSH1 ‘Saved: Mon 12 March 2007 12:57
POL00091307
POL00091307
[pm states that she has done the quantum reset and it doesn't wrk either
‘Advice Mon 12 March 2007 12:59 by uk959304/7/HSA1 Saved: Mon 12 March 2007 12°58
advice pm that she needs to ring us when she has a gas card and then we will go through it with her i
‘Information Mon 12 March 2007 13:00 by uk959304 / HSH1 Saved: Mon 12 March 2007 13:00
‘ref given
CLEAR Mon 12 March 2007 13:02 by uk959304 / HSHi ‘Saved: Mon 12 March 2007 13:02
i p iat she is having problems with gas cards and everytime she tries it, it doesn’ advice pm that she
psi , :
needs to ring us when she has another card like that and then we will walk her through it, ref given
CLOSE ‘Mon 12 March 2007 13:03 by uk959304 / HSH1 ~ aved: Mon 12 March 2007 13:03
Cali Ciose by Latoya Rodgers: p states that she is having problems with gas cards and everytime she tries it, it
doesn't wrk , advice pm that she needs to ring us when she has another card like that and then we will walk her
through it , ref given
Call E-0703120619
ujlsu Se
josed 99 59) Mon 12 March 2007 13:04 Affected Site [xy
5 Mon 12 March 2007 13:07 I ANS 512323
I [__ Ne. Counters 1
I ical intermediate Rect nN Co0 Toon (cal
Caller Details
TG Aicon ES GRO _ ESS 512023
BITE] Postmistress Pes
Call Problem Det
~~ PTO Cail Type Problype: deg
7-22) pm states that she has a new starter and that everytime she tries AP trans ,she has no entry sign on her screen
7 and they are locked
Call Closure Details
#22) Call Close by Latoya Rodgers: pm states that everytime her staff does a AP trans she is lock out and no entry sign on
her screen , advice her that i will transfere her to the NBSC, voice and transfere
Call Asset Details
Counter Affected Associated Reterence.
Mon 12 March 2007 13:02 by uk959304 / HSH1 ‘Saved: Mon 12 March 2007 13:04
‘New cail taken by Latoya Rodgers: pm states that she has a new starter and that everytime she tries AP trans ,she
has no entry sign on her screen and they are locked
Mon 12 March 2007 18:05 by uk059304 / HSH Saved: Mon 12 March 2007
advice pm that she has com through to the wrong help desk and that i wil transfere her
Information ‘Mon 12 March 2007 13:06 by uk959304 / HSHi ‘Saved: Mon 12 March 2007 13:06
‘voice Christine @ NBSC and advice her of the issue
(CLEAR Mon 12 March 2007 13:06 by uk959304 / HSH1 ‘Saved: Mon 12 March 2007 13:06
ipm states that everytime her staff does a AP trans she is lock out and no entry sign on her screen , advice her that
i will transfere her to the NBSC, voice and transfere
Mon 12 March 2007 13:07 by uk959304 / HSH1 (Saved: Mon 12 March 2007 13:07
Call Close by Latoya Rodgers: pm states that everytime her staff does a AP trans she is lock out and no entry sign
‘on her screen , advice her that i will transfere her to the NBSC, voice and transfere
POL00091307
POL00091307
Call E-0703130340 (©2002 Fujitsu Services Limited
Status [eee PREY Tue 13 March 2007 10:51 Nearer 512323
2c Reese Wed 14 March 2007 17:42 I @Neyeyintextely 512323
an: a Pte. Cour
I Prony Fg Local / Intermediate / Remote’ (Il 1959017 HsH6
Caller Details
Alison ae 512523
TRS Pccinicivess Deere
M states smartcard reader is not working.
fee 14/03/2007 17:42 fy CRE Rope oe ‘Resouton ead
7% Call Close by Simone Cooper: Engineer Summary: engineer attended site re-set key board & tested all ok Call closure I
code of completed and repair code 824
BEETS) 9123231 TE PEYEESSIE SG Keyboard - Live PO Sites
(e28) PATOEVLKBD Keyboard - Live PO Sites
OT) Seterence MMAR _ Counter Afected
Call Activity Log
OPEN ‘Tue 13 March 2007 10:50 by uk952352 / HSH6- Saved: Tue 13 March 2007 10:51 I
‘New cail taken by Elspeth Neilson: PM states smartcard reader is not workin
KEL RefNo. ‘Tue 13 March 2007 10:52 by uk952352 / HSH6- Saved: Tue 13 March 2007 10:52
i Wims i
‘Information Tue 13 March 2007 10:52 by uk952352 / HSH6 Saved: Tue 13 March 2007 10:52
[PM reported this yesterday and went through some checks - E0703120601
Information Tue 13 March 2007 10:53 by uk952352 / HSH6 Saved: Tue 13 March 2007 10:53 I
i 'PM states she has tried cleaning the reader, this has not made any difference, When she inserts the cards, the
red light comes on the kb, The same cards are accepted on the other node. KB cables are secure.
‘Access Times Tue 13 March 2007 10:54 by uk952352 / HSH6 ‘Saved: Tue 13 March 2007 10:54
[Mon - Fri 0900 - 1730 no lunch
Node status Tue 13 March 2007 10:54 by uk952352 / HSH6 Saved: Tue 13 March 2007 10:54 i
ae ee ee seal cae OE
[Recommend Tue 13 March 2007 10:54 by uk952352 / HSH6 Saved: Tue 13 March 2007 10:54
Recommend engineer to check/swap node 1 kb. Call logged at 10:51 on 13/03,
Open OTl ‘Tue 13 March 2007 10:54 by SYSADM/ ASTEA Saved: Tue 13 March 2007 10:54 i
‘Automatic Open OTi “Updated by Elspeth Neilson at 13/03/2007 10:54:56
REASSIGN Tue 13 March 2007 10:54 by uk952352 / HSH6 ‘Saved: Tue 13 March 2007 10:54
Cali # £-0703130340 was Reassigned from Elspeth Neilson, Group HSH6 to Group UKSS7
OTi Success jaw call Sent io Dispatch 1 i
OTI Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WHO3130182 I
(UPDATE ‘Tue 13 March 2007 11:40 by PATHWAY / Saved: Tue 13 March 2007 11:43
i \check/swap patdevikbd Mon - Fri 0900 - 1730 sla 14/03/2007 17:30
UPDATE Tue 13 March 2007 11:44 by PATHWAY / Saved: Tue 13 March 2007 11:47 I
‘Cail Accepted by Provider: Ref 236587
UPDATE” Tue 13 Warch 2007 18:67 by Dispatch 17 Saved: Tue 13 arch 2007 45:00
‘Job Assigned with ETA Eng: 000304 ETA: Call Being Progressed
ENG VISIT Wed 14 March 2007 16:16 by 000304 / ENGINEERS ‘Saved: Wed 14 March 2007 16:35
‘Technician Information: Location: Eng: 000304 Arrival Time: 14/03/2007 16:15:00 Job Completed: 14/03/2007
POL00091307
POL00091307
46:35:00 Repair Code: 827 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
Requested Collected (Old) Items: Delivered (New) ITems: Engineer Summary: engineer attended site re-set key
board & tested all ok INFO: CSR Code 000304 is known to D1 - AND updated ** PARTS USAGE VALIDATION
INFORMATION “* INFO: No valid spares usage data found. INFO: No spares usage data was provided. ** END
OF PARTS USAGE VALIDATION INFORMATION ** INFO: Cause Code completed is known to D1 - AND
updated INFO: Repair Code 821 is known to D1 - AND updated OT! Auto Closing this call to CM. Call closure
code of completed and repair code 821
IGN fed 14 March 200;
09 by
spate
4
larch 2{
saved:
[OTi monitor reassigned this cail from Dispatch 7 to the Action Group HSH6 as directed by the OTiReturn activity
OTI Success (GT ] monitor reassigned this cail from Dispatch 1 to the Action Group HSH6 as directed by the OTiRetum activity
OT! Success Received call closure from Dispatch 1” Ce I i ee
CLEAR ‘Wed 14 March 2007 16:38 by uk959017 / HSH6 Saved: Wed 14 March 2007 16:35
Engineer Summary: engineer attended site re-set key board & tested all ok Call closure code of completed and
repair code 824
CLOSE ~~ Wed 44 March 2007 47/42 by uk959017/ HSH6 Saved: Wed 14 March 2007 17:42
/ Call Close by Simone Cooper: Engineer Summary: engineer attended site re-set key board & tested all ok Call
closure code of completed and repair code 824
Call E-0703211095 2002 Fujitsu Se
WES Closed $2 Wed 21 March 2007 18:21 a ReeeeStes 512323
‘Geverty Ha} <2, Wed 21 March 2007 18:26 FAD Path Code [IPAPx]
a t—“‘“COC 2
Caller Details
Fee alison Phen GRO i FS 512323
Fi Postmistress Department
Call Problem Details
meee Ss a sbos
227 pm states that while printing the receipt the system froze -
Call Closure Details
(E27 21/03/2007 18:26 Cae cts I ‘Ropar Resolution (fee
I I Close by Mohammed Hussain: pm states that the system has frozen during receipt printing, advised reboot ref
given
Ca S: Detail
Asset OF Serial Ne
PETE Riposte BESTE Riposte
‘GTi RelerenceI Courier AfectedI ‘Assoualed Reference:
[OPEN I Wed 21 March 2007 18:18 by UK959395 / HSH2 "Saved: Wed 21 March 2007 18:21
New cali taken by Mohammed Hussain: pm states that while printing the receipt the system froze
information” Wed 21 March 2007 18:24 by UK859395 / HSH2 ‘Saved: Wed 21 March 2007 18:24”
pm that the system has been fro: t printing receipt pl ee
Advice ‘Wed 21 March 2007 18:25 by UK959395 / HSH2 Saved: Wed 21 March 2007 18:25
advised pm to reboot, ref given
KEL Ref No. Wed 21 March 2007 18:25 by UK959395 / HSH2 “Saved: Wed 21 March 2007 18:25
CLEAR Wed 24 March 2007 18:25 by UK959395 / HSH2 Saved: Wed 21 March 2007 18:25
pm states that the system has frozen during receipt printing, advised reboot ref given
(CLOSE Wed 21 March 2007 18:26 by UK9593957 HSH2 Saved: Wed 21h
Call Close by Mohammed Hussain: pm states that the system has frozen during receipt printing, advised reboot
POL00091307
POL00091307
‘ef given
Call E-0704250819 (©2002 Fujitsu Services Limited
Ee Closed Wed 25 April 2007 16:31 512323
I Sever aN Thu 26 April 2007 08:09 I gvererin eet 512323
039 No Counters 1
99 L UK957089 / Desk Comms
Caller Details
I et ey
boa Gales 0
Call Problem Details
Product Type: Raa a eN Er NDOs
22 No online services
Call Is
#7 Call Close by Joseph Mould: Qos shows issues around 14:00. 15:00 and 16:00. Several branches are showing this
and their was a service outage yesterday.
Call Asset Details
BEE po ads! I 82929 Post Office - Asycnchronised Digital Subscriber Line
OT Reterence: Counter Affected 10] oe Associated Reference II
Call Activity Log
(OPEN ‘Wed 25 April 2007 16:30 by uk957320 / HSHi ‘Saved: Wed 25 April 2007 16:31
New calll taken by Ricki Law: No online services
Information Wed 25 April 2007 16:31 by uk957320 / HSH1 Saved: Wed 25 April 2007 16:31
'No online services
Information Wed 25 April 2007 16:36 by uk957320 / HSH1 ‘Saved: Wed 25 April 2007 16:35
network test failed x2 health check failed x2
‘Advice Wed 25 April 2007 46:38 by uk957320 / HSH? ‘Saved: Wed 25 April 2007 16:38
i ladvised shutdown
Information Wed 25 April 2007 17:15 by uk957320 / HSH1 Saved: Wed 25 April 2007 17:15
PSTN) GRO
infomation ~ Wed 25 April 007 47:46 by uk957320 / HSH1 Saved: Wed 25 April 2007 47:15
I ‘system still down
(MODIFY Wed 25 April 2007 17:16 by uk957320 / HSHi ‘Saved: Wed 25 April 2007 17:16
Call information modified by Ricki Law Problem Type: from ‘NDO*' to ‘NDO3*
Information Wed 25 April 2007 17:16 by uk957320 / HSH1 Saved: Wed 25 April 2007 17:16
I [. Does PM see any error codes? NO 2. Are all counters switched on? NO 3. Are all cables in place correctly?
‘YES 4, Is the telephone line working? (if NO obtain a contact number) NO 5. Is there any noise / interferance on
the line? NO - if yes advise PM to log a call with BT but ensure they have ruled out there own equipment 6.
‘Have any changes taken place on site? PM HAD NEW ATM MACHINE INSTALLED THURSDAY BUT
ELECTRICIAN WIRED IT UP TODAY (Refurbishment, new equipment, etc.) 7, Has any external or Fujitsu
‘engineer attended site? NO - if yes what was the purpose and what was the outcome? N/A 8. Has any external
‘work taken place? (Road works, BT engineers, water works) NO 9, Have there been any changes to the
telephone line? NO (Change of service provider / number) 10. How many extensions has the PM got on this,
telephone number? 2 PHONES 11. What is installed on these extensions? IE: FAX, Telephone, SKY, E-Top up,
pay station, lottery terminal 2 PHONES 12. Are there any cordless phones on the extensions? BOTH PHONES
CORDLESS 13, Are there any other BT services on this telephone line? (call divert? Call barring?) NO 14. Have
‘ROMEC attended site or advised of any issues with the alarm service? NO 15. Has anything been identified that
‘coincides with the time of communication failures? i.e. pattern of time each day, phone is being used, other
‘equipment being used? NO
‘Access Times Wed 25 April 2007 17:19 by uk957320 / HSH1 ‘Saved: Wed 25 April 2007 17:19
POL00091307
POL00091307
IMONDAY TO FRIDAY - 0900 TO 1730
[Recommend Wed 25 April 2007 17:20 by uk9573207HSH7 Saved: Wed 25 April 2007 47:20
please check comms i
[REASSIGN Wed 25 April 2007 17:20 by uk957320 / HSHi ‘Saved: Wed 25 April 2007 17:20
Call # EF “was Reassigned from Ricki Law, Group HSH1 to Group DESK COMMS
information Thu 26 April 2007 08:09 by UK957089 / Desk Comms Saved: Thu 26 April 2007 08:09
I (Qos shows issues around :00 and veral branches are showing this and their was a service
outage yesterday.
CLEAR Wed 25 April 2007 16:32 by UK957089/Desk Comms ——~—~SCWSaved: Weed 25 April 2007 16:32 I
[Qos shows issues around 14:00. 15:00 and 16:00. Several branches are showing this and their was a service
outage yesterday.
CLOSE ‘Thu 26 April 2007 08:09 by UK957089 / Desk Comms ‘Saved! Thu 26 April 2007 08:09
/ (Call Close by Joseph Mould: Qos shows issues around 14-00. 15:00 and 16:00. Several branches are showing
this and their was a service outage yesterday.
Call E-0704260180 (©2002 Fujitsu Services Limited
Se Closed Thu 26 April 2007 09:24 OS 512323
4A Thu 26 April 2007 09:26 FAD/Path Code. [QP&pa} I
Crore £.. -_, Xo Counters nn
Prony Ei Loca [intermediate / Remote [ 0 ux082601/ HsH1
ller Details
Call Problem Details
7 NDO3
(<2 (23) pm states that yesterday they called about online services and now all working
C.
26/04/2007 09:26 - R74 RS06
2 Call Close by Joanne Rowland: pm had no services yesterday due to known issue advised this is now resolved and po
is working all fine pmhtec ref ginve
Call Asset Details
ee
ty Log
OPEN hu 26 April 2007 09:22 by uk952601 / HSH1 ‘Saved: Thu 26 April 2007 09:24
New call taken by Joanne Rowland: pm states that yesterday they called about online services and now all
‘working
[OPEN_CALL_TS Thu 26 April 2007 09:24 by uk952601 / HSH1 ‘Saved: Thu 26 April 2007 09:24
‘Open Calls Troubleshoot (Affected Site:512323) a i ae a
‘information ‘Thu 26 April 2007 09:25 by uk952601 / HSHi Saved: Thu 26 April 2007 09:25
m states that yesterday they called about online services and now all working
‘information ‘Thu 26 Apri 2007 09:25 by uk952601 / HSHi Saved: Thu 26 April 2007 09:25
idvised pm that was due to a known issue and that is resolved now. pm has services now and all working
fine pmhtce
Thu 26 April 2007 09:26 by uk952601 / HSH1 ‘Saved: Thu 26 April 2007 09:26
pm had no services yesterday due to known issue advised this is now resolved and po is working all fine
mhtcc ref ginve
26
all Close by Joanne Rowland: pm had no services yesterday due to known issue advised this is now
POL00091307
POL00091307
‘resolved and po is working ail fine pmhtcc ref ginve
Call E-0705210069 ©2002 Fulitsu Services Limited
WS cicsed SF Mon 21 May 2007 08:18 512323
Sd 3 TE Non 21 Way 2007 08:34 912323
Se 2
[Prony (NN ccl/ieredne Reve (AMS Teor Cen
Gs Postmistress : Department I
Problem I
Pm states that they think they had a powercut over the weekend,
21/05/2007 08:34 ee coo RHi Resolution fees
£7) Call Close by Chris Fitzpatrick: PM states that the system printed her a new pin number opened KMA door when she
rebooted the process was delayed advised to call back with any further issues ref ggiven:
a Bacon
iii
[OPEN [Mon 21 May 2007 08:17 by UK959231 / HSHS ‘Saved: Mon 21 May 2007 08:18
New cail taken by Chris Fitzpatrick: Pm states that they think they had a powercut over the weekend
‘Information Mon 21 May 2007 08:19 by UK959231 / HSH5 ‘Saved: Mon 21 May 2007 08:19
: PM states that the system has printed her a new pin but this wont work advised she needs a KMA door open for a
key refresh.
‘Advice Mon 24 May 2007 08:23 by UK959231 / HSHS ‘Saved: Mon 21 May 2007 08:23
‘Advise pm to re input the pin number.
information Mon 21 May 2007 08:24 by UK880237 7 HSHS Saved: Mon 21 May 2007 08:24
I [pm states that the message on the screen is that they cant update security details.
‘Advice Mon 21 May 2007 08:27 by UK959231 /HSH5 ‘Saved: Mon 21 May 2007 08:27
‘Advised to reboot the counter.
‘information Mon 21 May 2007 08:28 by UK959231/HSH5 7 ‘Saved: Mon 21 May 2007 08:28
I PM states that the system is starting services.
‘Advice Mon 21 May 2007 08:33 by UK959231 / HSHS- Saved: Mon 21 May 2007 08:33
[Advised PM to call back with any further issues.
(CLEAR Mon 24 May 2007 08'33 by UKa50231 7 HSHS Saved: Wion 21 May 2007 08:33
PM states that the system printed her a new pin number opened KMA door when she rebooted the process was
I delayed advised to call back with any further issues ref ggiven.
CLOSE — Mon 21 May 2007 08:34 by UK959231 / HSH5- Saved: Mon 21 May 2007 08:34
Call Close by Chris Fitzpatrick: PM states that the system printed her a new pin number opened KMA door when
‘she rebooted the process was delayed advised to call back with any further issues ref ggiven.
POL00091307
POL00091307
Call E-0706210053 ©2002 Fulitsu Services Limited
S Status. hu 21 June 2007 08:12 Es 512323
2c ri 22 June 2007 15:09 PAUP ath Code iapxKyz]
Ros No Counters 7 —_
Priority Local / intermediate ’ Remote (I uk959304 / HSH1
TESTER alison GRO I EG 512323
i :
ca esiniey "000 I
pm states that bop is not working and flashing red making bad noises _ : 7 I
(=) 22/06/2007 15:09 [ane R03 Resolviicn (GSP)
Call Close by Latoya Rodgers: Engineer Summary: Requires image drum, PM advised
ee 5122281 2 OKI Printer 27 06133014701K
B22 PaTokisp-PTR 522) OK Printer
See wi06210030 I
OPEN Thu 21 June 2007 08:10 by uk952601 / HSH’ Saved: Thu 21 June 2007 08:12
New cali taken by Joanne Rowland: pm states that bop is not working and flashing red making bad noises
‘information Thu 21 June 2007 08:13 by uk952601 / HSH? Saved: Thu 21 June 2007 08:13
: pm states that bop is not working and flashing red making bad noises
Information Thu 21 June 2007 08:13 by uk952601 / HSH1 7 ~~ ISaved: Thu 21 June 2007 08:13
advised bop is making bad sounds. advised checking removing drum
information Thu 21 June 2007 08:14 by uk952601 / HSH? 7 Saved: Thu 24 June 2007 08:14 ~
i advised checked drum nothoing is jammed. pm has never replaced drum before,
Information Thu 21 June 2007 08:15 by uk952601 / HSH1 Saved: Thu 21 June 2007 08:15
‘pm is just serving as also busy ”
information’ Thu 24 June 2607 08:16 by uk952601 7 HSH7 Saved: Thu 27 June 2007 0846
i ‘advised pm closes lid on bop and it immediatly makes a really bad noise and its not right.
‘information Thu 21 June 2007 08:17 by uk952601/HSHi oe" Saved: Thu 21 June 2007 08:17
advised nothing is stuck and all seems ok but as soon as its on it makes this sound and its really bad advised engr I
cout
‘Access Thu 21 June 2007 08:17 by uk952601/HSH1 “Saved: Thu 24 June 2007 08:17
Times m-f 0900-1730
Recommen Thu 21 June 2007 08:18 by uk952601 / HSH’ ‘Saved: Thu 21 June 2007 08:18
d FAFETEEEE HFEF EEEE TEETH TELAT EEE EET E EET E EEE E TEE E ETT E ETE E FETE E EEF T TEEPE FET TEE ttt tt tt ttt
+++++++++++++please check swap bop as not processing and making a very bad sound when lid closes.
wenecnneneneevevenndeseressnvuveneerecsaudtawatetuvvewstsersteevivedseetrelsvetwnrerrdd
+++++ logged at 0818am
Open OT! Thu 21 June 2007 08:18 by SYSADM / ASTEA ‘Saved: Thu 27 June 2007 08:18
paraees ; _ oe si Su
REASSIG Thu 21 June 2007 08:18 by uk952601 / HSH7 ‘Saved: Thu 21 June 2007 08:18
N ‘Call # E-0706210053 was Reassigned from Joanne Rowland, Group HSH1 to Group UKSS1
oT!
New call sent teh 7
Crecess I Newall Sent to Dispaia
oT Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WH06210030
Success
UPDATE Thu 21 June 2007 08:22 by PATHWAY /
‘Di Calculated SLA is 22/06/07 at 17:30
Saved: Thu 21 June 2007 08:25
Saved: Thu 21 June 2007 08:28
UPDATE Thu 21 June 2007 08:26 by PATHWAY /
Call Accepted by Provider: Ref 276220
‘UPDATE "Thu 21 June 2007 19:24 by Dispatch 1/
Saved: Thu 21 June 2007 19:27
POL00091307
POL00091307
‘Job Assigned with ETA Eng: 000478 ETA: Call Being Progressed
[ENG VISIT Fri 22 June 2007 17:15 by 000418 / ENGINEERS Saved: Fri 22 June 2007 11:30
‘Technician information: Location: Eng: 000448 Arrival Time: 22/06/2007 17:18:00 Job Completed: 22/06/2007
11:30:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
Requested Collected (Old) Items: Delivered (New) ITems: Engineer Summary: Requires image drum, PM advised
INFO: CSR Code 000418 is known to D1 - AND updated ** PARTS USAGE VALIDATION INFORMATION **
INFO: No valid spares usage data found. INFO: No spares usage data was provided. ** END OF PARTS USAGE
VALIDATION INFORMATION ** INFO: Cause Code completed is known to D1 - AND updated INFO: Repair Code
821 is known to D1 - AND updated OT! Auto Closing this call to CM. Call closure code of completed and repair
code 821
‘REASSIG Fri 22 June 2007 15:08 by Dispatch 1/ Saved: Fri 22 June 2007 15:08
OT ess OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OT/Return activity
oni
Success
CLEAR Fri 22 June 2007 11:30 by uk959304 / HSH1 “Saved: Fri 22 June 2007 11:30
‘Engineer Summary: Requires image drum, PM advised
(CLOSE Fr 22 Jine 2007 16:09 by ukeb9304 7 HSH ‘Saved: Fri 22 June 2007 15:09
Call Close by Latoya Rodgers: Engineer Summary: Requires image drum, PM advised
This call has remarks
Call E-0706260739 ©2002 Fujitsu Services Limited
4A EY Tue 26 June 2007 15:21 512323
So A I Ne Counters 12
I _Pronty (EN... 00a Intermediate “Remote PIES uK980230 / HSH
Caller Details
Mrs Higgins Phone‘ GRO I Ee 512323
CT (lo I ____ Depart I
Call Problem Details
N Biebives
CC states that the online banking facilities are not working.
Call Closure Details
@* = 26/06/2007 15:21 Oe icra R74 Resolution RC
Cail Close by Jonathan Allen: Advised network test . Successfully pinged
Call Asset Details
i =e
ENN ee FO AS
OT Reterence I ‘Counter Affected 8] Associated Reference I
OPEN ‘Tue 26 June 2007 15:12 by UK959239 / HSH5- ‘Saved: Tue 26 June 2007 15:14 i
[New call taken by Jonathan Allen: CC states that the online banking facilities are not working. I
‘Advice Tue 26 June 2007 15:16 by UK959239 / HSH5S- ‘Saved: Tue 26 June 2007 15:16
Information ‘Tue 26 June 2007 15:16 by UK959239 / HSH5- Saved: Tue 26 June 2007 15:16 i
cessfully pinged
ine 2007 15:16 by
i ladvised pm to try a card
‘Information Tue 26 June 2007 15:16 by UK959239 / HSH5 Saved: Tue 26 June 2007 15:16
POL00091307
POL00091307
CC ‘tied a balance on her own card and this has gone throiugh successfully
‘information ‘Tue 26 June 2007 15:20 by UK959239 7 HSHS: ‘Saved: Tue 26 June 2007 15:20
Ref given i
KEL RefNo. Tue 26 June 2007 15:21 by UK959239 / HSHS ‘Saved: Tue 26 June 2007 15:24
No kels used
CLEAR ‘Tue 26 June 2007 15:21 by UK959239 / HSHS ‘Saved: Tue 26 June 2007 15:24
I A network test . Successfully ping
‘CLOSE Tue 26 June 2007 15:21 by UK959239 / HSH5 Saved: Tue 26 June 2007 15:21
Call Ciose by Jonathan Allen: Advised network test . Successfully pinged
Call E-0708140165 ©2002 Fulitsu Services Limited
Closed Tue 14 August 2007 09:15 Alfected Site (EXPErx)
fe 2C Tue 14 August 2007 09:18 I eyes exes 512323
xa TT
Priority (MME Local / Intermediate / Remote (Il 557 958990 / HSH7
Caller Details
Land Fe 1282
Tie (Gd :
a
rene ero: ae sco
Relief states he needed a supply of parcels to be delivered as soon as possible
(@22 14108/2007 09:18 Cause ou Repair (Ray Resolution (asad
{= Call Close by Kam Seshadri: Relief states he needed a supply of parcels to be delivered as soon as possible, advised
pm to contact nbs
Non Horizon Business (= <2) Non Horizon business
oO Countess Atecied (I EA sccciaicd Relerence I
Call Activity Log
OPEN Tue 14 August 2007 09:12 by uk958990 / HSH7 Saved: Tue 14 August 2007 09:15
‘New cail taken by Kam Seshadri: Relief states he needed a supply of parcels to be delivered as soon as possible
information ‘Tue 14 August 2007 09:18 by uk958990/HSH7 7 Saved: Tue 14 August 2007'09:18 a
I Relief states he needed a supply of parcels to be delivered as soon as possible, advised pm to contact nbsc
‘Advice Tue 14 August 2007 09:18 by uk958990 / HSH7 Saved: Tue 14 August 2007 09:18
‘Caller referred to nbse
CLOSE ‘Tue 14 August 2007 09:18 by uk958990 / HSH7 Saved: Tue 14 August 2007 09:18
Call Close by Kam Seshadri: Relief states he needed a supply of parcels to be delivered as soon as possible,
advised pm to contact nbse
Call E-0708300389 ©2002 Fujitsu Services Limited
Closed Thu 30 August 2007 11:28 Pe 512323
4A Thu 30 August 2007 12:07 I seta eee 512323
POL00091307
POL00091307
Prionty: (ke) L 0 umcos5263 / HsHe
Caller Details
© 223 Alison Hall Bhone! 512323
£022 Sub-Postmistress tog
Call Problem Details
2 Keyboard - Cards not accepting from insert slot I
Call Closure Details
==.) 30/08/2007 12:07 ee cui Rest GE Recowicn (Qe
25 Call Close by imran Hussain: reboot successful - keyboard in operation
II Asset Details
OT Reference I Counter Affected I Associated Reference
Call Activity Log
OPEN Thu 30 August 2007 11:26 by uk085263/HSH6 = ~—Saved: Thu 30 August 2007 11:28
New call taken by Imran Hussain: Keyboard - Cards not accepting from insert slot
‘Information 3 2007 14: eth
‘Lights do not change when swiping cards r
Information ‘Thu 30 August 2007 11:31 by uk085263 / HSH6 ‘Saved: Thu 30 August 2007 11:31
‘Light on Keyboard currently shows orange
‘Advice ‘Thu 30 August 2007 17/34 by uk085263 7 HSHE ‘Saved: Thu 30 August 2007 77:34
Advised: reboot node: 1
‘Access Times Thu 30 August 2007 11:31 by uk085263/HSH6 = =~=~—s Saved: Thu 30 August 2007 11:31
Mon — Fri: 0900 — 1730 % Days: NONE Lunches: NONE
information ‘Thu 30 August 2007 17/34 by uk085263 7 HSHe ‘Saved: Thu 30 August 2007 11:34
: HSD To Callback Shortly
MODIFY ‘Thu 30 August 2007 11:34 by uk085263 / HSH6 ‘Saved: Thu 30 August 2007 11:31
Call information modified by imran Hussain Priority: from ‘45' to '99' Severity: from "2' to ‘4’
‘Contacted ‘Thu 30 August 47°59 by uk085263 / HSH6 Saved: Thu 30 August 2007 11:59
contacting
Information ‘Thu 30 August 2007 12:06 by uk085263 / HSH6 ‘Saved: Thu 30 August 2007 12:06
‘reboot successful - keyboard in operation
(CLEAR ‘Thu 30 August 2007 12:07 by uk085263 7 HSH6 ‘Saved: Thu 30 August 2007 12:07
L ‘eboot successful - keyboard in operation
CLOSE ‘Thu 30 August 2007 12:07 by uk085263 / HSH6 ‘Saved: Thu 30 August 2007 12:07
‘Call Close by imran Hussain: reboot successful - keyboard in operation
Call E-0708310181 ©2002 Fujitsu Services Limited
SEE Ciosed Fri 31 August 2007 10:03 Affected Site: (PAPE)
2c Fri 31 August 2007 10:11 I eee 512323
0 I _Ne. Counters
I Proniy Local intermediate / Remote ([ uk956665 / HSH7
a
POL00091307
POL00091307
Call Problem Details
Predict Type. Gail Type Brobtype (rents
(3... pmstates that her pinpad is declining cards
Call Closure Details
fe) 31/08/2007 10:11 I Cause Reoair Resolution [Ree
=< Call Close by Tom Field: advised to replace both ink cartridges -clerk will do this and call back if there are any probs
Call Asset Detail
PATPINPAD
2
Call Activity Log
OPEN Fri 31 August 2007 10:01 by uk956665 / HSH7 Saved: Fri 31 August 2007 10:03
New call taken by Tom Field: pm states that her pinpad is declining cards
‘Advice Fri 34 August 2007 16:08 by ukes6ee5 / HSH7 Saved’ Fri 31 August 607 70:05
advised to reinstall pinpad i
Information IFri 31 August 2007 10:06 by uk956665 / HSH7 Saved: Fri 31 August 2007 10:06
pinpad reported error code 0
Information Fri 31 August 2007 10:10 by uk956665 / HSH7. ‘Saved: Fri 31 August 2007 10:10
ae ee ! diced idea
CLEAR Fri 31 August 2007 10:10 by uk956665 / HSH7 Saved: Fri 31 August 2007 10:10
advised to replace both ink cartridges -clerk will do this and call back if there are any probs
(CLOSE Fri 31 August 2007 10:17 by ukes6665 7 HSH7 Saved Fri 31 August 2007 10:17
Call Close by Tom Field: advised to replace both ink cartridges clerk will do this and call back if there are any
probs
Call E-0708310242 ©2002 Fulitsu Services Limited
Se Closed . Fri 31 August 2007 10:59 i 12323
i Tue 04 September 2007 14:18 I @syeitens) 512323
No. Counters [J
uk959644 / HSH5
l Deparment §
Location.
cai ee
= PM states that her pin pad on node 2 is not working
2 0410912007 14:18 CN Reva RS20
Call Close by James Mercer: Call closure code of completed and repair code 821
5123232 Hypercom PinPad ES 3042302
PATPINPAD Hypercom PinPad
I_O7 Reference AMEN Courter fected (2
OPEN Fri 31 August 2007 10:58 by UK938118 / HSH5 ‘Saved: Fri 31 August 2007 10:59 I
New call taken by Nadia Razzaq: PM states that her pin pad on node 2 is not working.
information Fri 31 August 2007 17:00 by UK938118 / HSHS Saved: Fri 34 August 2007 17:00
POL00091307
POL00091307
pm states that she has called up about this already today Please see call ref no- E-0708310181
‘Advice Fri 31 August 2007 17:00 by UK938118 / HSH5 Saved: Fri 31 August 2007 17:00
48 hour sia I
Information Fri 31 August 2007 17:00 by UK938118/HSHS Saved: Fri 31 August 2007 1
I ‘ref given
KEL RefNo. Fri 31 August 2007 11:01 by UK938118 / HSHS ‘Saved: Fri 31 August 2007 17:04 I
lwims used
(Aecess Times Fri 31 August 2007 17:01 by UK938118 / HSHS Saved: Fri 31 August 2007 17:07
i [Mon-Fri- 09.00 - 17.30 Sat- 09.00 - 12.30# No lunches No half days
Node status Fri 31 August 2007 17:01 by UK938118/HSH5 ‘Saved: Fri 31 August 2007 17:01 i
Inode operational OLS operational
g E ; ug j
i [REN GR tore install and ‘check ‘or swap pin a ee ‘call logged at 10.59
‘Open oTl Fi3t August 2007 11:02 by SYSADM / ASTEA Saved: Fri 31 August 2007 11:02
‘Automatic Open OT **Updated by Nadia Razzaq at 31/08/2007 11:02:17 I
[REASSIGN’ Fri 31 August 2007 17:02 by UK938118 /HSHS ‘Saved: Fri 31 August 2007 17:02” I
I Call # €-0708310242 was Reassigned from Nadia Razzaq, Group HSH8 to Group UKSS1
OTI Success iNew cail Sent to Dispatch 1
(OT! Success
‘Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WH08310113
UPDATE Fri 31 August 2007 11:36 by PATHWAY / ‘Saved: Fri 31 August 2007 11:41
Di Calculated SLA is 03/09/07 at 17:30
‘UPDATE ~~ Fri 31 August 2007 17:36 by PATHWAY Saved Fri 31 August 2007 17747”
INo opening hours were received in this call - Piease allert the administrator
UPDATE Fri 31 August 2007 11:38 by PATHWAY / Saved: Fri 31 August 2007 11:42
‘Call Accepted by Provider: Ref 304268
: isp epi
I Job Assigned with ETA Eng: 000419 ETA: Cali Being Progressed
[UPDATE [Mon 03 September 2007 16:26 by PATHWAY / ‘Saved: Mon 03 September 2007 16:31
Job Assigned with ETA Eng: ETA: Cali Being Progressed
UPDATE
/ Progressed
[UPDATE Mon 03 September 2007 21:08 by Dispatch1/ +~=~—«sSaved: Mon 03 September 2007 21:10
Job Assigned with ETA Eng: 000419 ETA: Call Being Progressed
ENG VISIT ~~ Mon 03 September 2007 16:45 by 000419 / ENGINEERS Mon 03 September 2007 16:53
' ‘Technician Information: Location: Eng: 000419 Arrival Time: 03/09/2007 16:45:00 Job Completed: 03/09/2007
[i6:63100 Repel Gade: 624 Calis Code: exmpleled SignahiteI Gtakin’ © « Daivery Complete Reskon’ As
‘Requested Collected (Old) Items: Serial: 3042302 Model: PATPINPAD Fault: BAD Notes: Delivered (New)
I ‘\Tems: Serial: 3039236 Model: PATPINPAD Fault: GOOD Notes: Engineer Summary: NOT ACCEPTING
LABLES. SWAPPED ALL TESTED OK INFO: CSR Code 000419 is known to D1 - AND updated ** PARTS
USAGE VALIDATION INFORMATION ** INFO: The number of OT! spares records found is 2. INFO: Spares
/ ‘Usage information found. INFO: Line 4: Old Unit part no. is BLANK - not processed. INFO: Line 1: New Unit part
‘no. >PATPINPADs, is setialised. INFO: Line 1: New Unit part no, >PATPINPAD<, Serial >3039236< not found
‘on equip file - so its OK. INFO: Line 2: Old Unit part no. >PATPINPADS, is serialised. INFO: Line 2: New Unit
: part no. is BLANK - not processed, INFO: Line 2: This call is for Site >512323<, Old Unit Model >PATPINPAD<,
Serial >3042302<, is on Site >512323<. ** END OF PARTS USAGE VALIDATION INFORMATION ** INFO.
Cause Code completed is known to D1 - AND updated INFO: Repair Code 821 is known to D1 - AND updated
i ‘OTI Auto Closing this call to CM. Call closure code of completed and repair code 821
REASSIGN Tue 04 September 2007 14:13 by Dispatch 1/ ‘Saved: Tue 04 September 2007 14:13
OTI monitor reassigned this call from Dispatch 7 to the Action Group HSH6 as directed by the OTiReturn activity
I
(OT! Success (GT) monitor reassigned this call from Dispateh 7 to the Action Group H HSHS as directed iby the OTiReturn activity
OTI Success Received call closure from Dispatch 1 —
(CLEAR Mon 03 September 2007 16:53 by uk959644 / HSHS Saved: Mon 03 September 2007 16:53
Call closure code of completed and repair code 821 : a
(CLOSE “Tue 04 § september 2007 14:18 by uk959644/HSH5 —S=SSaved: Tue 04 September 2007 14:18
Call Close by James Mercer: Call closure code of completed and repair code 821