FUJ00034604
FUJ00034604
PinICL Expor PC0035599
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0035599 CP2 selling stamps on its own & 24/12/1999 11:03:45 14/01/2000 11:14:15 Mrs Jennifer Parsons/O1 EPOSS & DeskTop
EDSC transactions slow Closed EPOSS
References Products
Name Value Product Group Product Name Product Version
PROVIDER PINICL EPOSS & DeskTop EPOSS
ORIGINATOR Phelp
REQUEST_KEY 46033315
ORIGREF £-9912230145
CONSUMER 16953 A1GATE
CONSUMERREF £-9912230145
PowerHelp £-9912230145
Aci ies
Date
24/12/1999 11:03:45
24/12/1999 11:03:47
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
24/12/1999 11:03:48
User
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Comment
CALL PC0035599 opened
CALL PCO035599:Priority B:CallType L - Target 04/01/00 11:03:45
23/12/99 10:16 There appears to be a problem whereby CP2 is selling stamps
on it's own and transactions are taking up to 40 minutes before appearing on
the balance snapshot, the types of things are P&A's & Girobank transactions.
23/12/99 10:21 PeritasO4
Escalate: Informed PM of transaction ref number and told to call back
after Hols if she has not been contacted
23/12/99 10:40 uk058804
Information: On Counter Position 1, user 'csi001' was logged on this
system, the user did not sell a 19p stamp then logged out,
logged back in the system came up with a 19p stamp in the sale
stack, the user did not complete the transaction.
On Tuesday night on Counter position 2, PM cut off the
11 September 2021
Page 1 of 6
Ref Summary
Logged By
PC0035599 CP2 selling stamps on its own &
EDSC transactions slow
Opened Last update Customer
Status
24/12/1999 11:03:45 14/01/2000 11:14:15 Mrs Jennifer Parsons/01
Closed
FUJ00034604
FUJ00034604
Product Group
Product At Fault
EPOSS & DeskTop
EPOSS
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:49
24/12/1999 11:03:50
24/12/1999 11:03:51
24/12/1999 11:40:13
24/12/1999 11:40:13
31/12/1999 08:44:56
31/12/1999 08:44:57
31/12/1999 08:44:57
31/12/1999 09:42:54
31/12/1999 09:42:54
31/12/1999 09:42:54
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Catherine Obeng
Catherine Obeng
Paul Steed
Paul Steed
Paul Steed
Paul Steed
Paul Steed
Paul Steed
pensions and manually added up the pensions at 17:10, the PM
previewed the balance snapshot. The total for the pensions did
not aggree, two pensions were missing off the snapshot
(group 14's, £113 and £120 approx), giving a descripence of £240
approx.
Advised the PM to trade normally, then if any problems
today to ring in with transaction information whereby, SMC can
the progress with this incident.
24/12/99 09:02 uk058804
Information: Phone PM this morning, problem still exists with Cash on
snapshot £331.38 is more what the PM has got.
24/12/99 09:47 uk058804
Information: Event logs for counter 2 have been retrieved, retrieval ID
20523. Found info in ssc kel, passing incident to SSC for
progression.
F} Call details
Diagnostician name:
Customer opened date 23/12/1999 10:16:31
Target Release updated to CSR-CI2
Product EPOSS & DeskTop EPOSS added
The Call record has been assigned to the Team Member: Paul Steed
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
F} Response :
The information on this call is jumbled and inconsistent. The points being
made are: -
11 September 2021
Page 2 of 6
FUJ00034604
FUJ00034604
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0035599 CP2 selling stamps on its own & 24/12/1999 11:03:45 14/01/2000 11:14:15 Mrs Jennifer Parsons/01 EPOSS & DeskTop
EDSC transactions slow Closed EPOSS
31/12/1999 09:42:54 Paul Steed 1).Counter 2 is selling stamps on its own.
31/12/1999 09:42:54 Paul Steed 2).Transactions are taking up to 40 mins before appearing on Bal Snapshot
31/12/1999 09:42:54 Paul Steed 3).Counter 1 sold a 19p stamp on its own
31/12/1999 09:42:54 —_ Paul Steed 4).Pensions missing off snapshot to value of £240.00
31/12/1999 09:42:54 Paul Steed 5).Snapshot discrepancy of £331.38
31/12/1999 09:42:54 Paul Steed
31/12/1999 09:42:54 Paul Steed The phantom 19p stamp sales could be a sticky F2 key but we need more
31/12/1999 09:42:54 —_ Paul Steed information as to the frequency since it has been reported from both counter
31/12/1999 09:42:54 — Paul Steed 1 and counter 2. Since the transactions have been binned there will be no
31/12/1999 09:42:54 Paul Steed evidence in the message store.
31/12/1999 09:42:54 — Paul Steed
31/12/1999 09:42:54 Paul Steed The length of time is a red herring, the balance snapshot can be at variance
31/12/1999 09:42:54 Paul Steed depending on the committed state of transactions.
31/12/1999 09:42:54 —_ Paul Steed
31/12/1999 09:42:54 — Paul Steed The only area that can be investigated is the £240.00 & £331.38 discrepancies.
31/12/1999 09:42:54 Paul Steed [END OF REFERENCE 14321635]
31/12/1999 09:42:55 Paul Steed Responded to call type L as Category 40 -Incident Under Investigation
31/12/1999 09:42:58 Paul Steed The response was delivered to: PowerHelp
31/12/1999 11:10:00 Paul Steed F} Response :
31/12/1999 11:10:01 Paul Steed On 24-Dec-1999 at 09:02 there is a comment that the problem still exists. The
31/12/1999 11:10:01 Paul Steed PO did not do a Balance Snapshot on the 24-Dec-1999 until 09:12 when it was
31/12/1999 11:10:01 Paul Steed previewed.
31/12/1999 11:10:01 Paul Steed [END OF REFERENCE 14321879]
31/12/1999 11:10:01 Paul Steed Responded to call type Las Category 40 -Incident Under Investigation
31/12/1999 11:10:03 Paul Steed The response was delivered to: PowerHelp
31/12/1999 11:17:17 Paul Steed F} Response :
11 September 2021 Page 3 of 6
FUJ00034604
FUJ00034604
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0035599 CP2 selling stamps on its own & 24/12/1999 11:03:45 14/01/2000 11:14:15 Mrs Jennifer Parsons/01 I EPOSS & DeskTop
EDSC transactions slow Closed EPOSS
31/12/1999 11:17:17 Paul Steed My conclusion is that we need to know the Volume and Value for the lines on
31/12/1999 11:17:17 Paul Steed the Balance Snapshot which are thought to be in error. Without this, no
31/12/1999 11:17:17 Paul Steed further progress is possible. I shall ‘phone the PM after the holiday to
31/12/1999 11:17:17 Paul Steed explain this.
31/12/1999 11:17:17 Paul Steed [END OF REFERENCE 14321917]
31/12/1999 11:17:17 Paul Steed Responded to call type L as Category 40 -Incident Under Investigation
31/12/1999 11:17:19 Paul Steed The response was delivered to: PowerHelp
03/01/2000 15:53:08 Barbara Longley The call summary has been changed from:
03/01/2000 15:53:08 Barbara Longley There appears to be a problem whereby CP2 is selli
03/01/2000 15:53:08 Barbara Longley The call summary is now:-
03/01/2000 15:53:08 Barbara Longley CP2 selling stamps on it's own & transactions slow
05/01/2000 09:54:49 Paul Steed F} Response :
05/01/2000 09:54:49 — Paul Steed I have spoken to Mrs Parsons and the problems are: -
05/01/2000 09:54:49 Paul Steed Firstly.
05/01/2000 09:54:49 Paul Steed Phantom transactions appearing on the stack (one appeared on counter 3 as we
05/01/2000 09:54:49 —_ Paul Steed were talking). She says that this is occurring on all counters. She also
05/01/2000 09:54:49 Paul Steed mentioned the system going to a different screen when she was in the middle
05/01/2000 09:54:49 Paul Steed of a group 5 P & A transaction. This type of problem is suggesting keystrokes
05/01/2000 09:54:49 Paul Steed being generated by the hardware; I find it difficult to believe this is
05/01/2000 09:54:49 Paul Steed happening at all counter positions but an engineer will need to invstigate
05/01/2000 09:54:49 —_ Paul Steed this.
05/01/2000 09:54:49 Paul Steed Secondly.
05/01/2000 09:54:49 Paul Steed Discrepancies when declaring cash. The declared and derived figures are
05/01/2000 09:54:49 Paul Steed different. Thursday 30-Dec-1999 short by £97.23.
05/01/2000 09:54:49 — Paul Steed [END OF REFERENCE 14345457]
05/01/2000 09:54:49 Paul Steed Responded to call type Las Category 40 -Incident Under Investigation
11 September 2021 Page 4 of 6
Opened Last update Customer
Status
24/12/1999 11:03:45 14/01/2000 11:14:15 Mrs Jennifer Parsons/01
Closed
FUJ00034604
FUJ00034604
Product Group
Product At Fault
EPOSS & DeskTop
EPOSS
Ref Summary
Logged By
PC0035599 CP2 selling stamps on its own &
EDSC transactions slow
05/01/2000 09:54:52 Paul Steed
07/01/2000 13:11:26 Paul Steed
07/01/2000 13:11:26 Paul Steed
07/01/2000 13:11:26 Paul Steed
07/01/2000 13:11:26 Paul Steed
10/01/2000 15:29:01 Paul Steed
10/01/2000 15:29:01 Paul Steed
10/01/2000 15:29:01 Paul Steed
10/01/2000 15:29:01 Paul Steed
10/01/2000 15:29:01 Paul Steed
10/01/2000 15:29:05 Paul Steed
10/01/2000 16:01:15
13/01/2000 11:16:15
13/01/2000 11:16:16
13/01/2000 11:16:16
13/01/2000 11:16:16
13/01/2000 11:16:16
13/01/2000 11:16:16
13/01/2000 11:16:16
13/01/2000 11:16:16
13/01/2000 11:16:16
14/01/2000 09:26:09
14/01/2000 09:26:09
14/01/2000 11:03:23
14/01/2000 11:03:23
14/01/2000 11:03:23
Barbara Longley
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Paul Steed
Paul Steed
Diane Rowe
Diane Rowe
Diane Rowe
The response was delivered to: PowerHelp
The call summary has been changed from:-
CP2 selling stamps on it's own & transactions slow
The call summary is now:-
CP2 selling stamps on its own & transactions slow
F} Response :
Ihave been unable to find any evidence relating to a figure of £97.23. I
have seen an authorised shortage of £90.96 in final cash account.
[END OF REFERENCE 14427272]
Responded to call type Las Category 40 -Incident Under Investigation
The response was delivered to: PowerHelp
Target Release updated to CSR-CI2_2R
13/01/00 10:15 uk066702 HSH1 Repeat Call: whilst logging a separate issue
for this office - pm
reiterated problem with stamps appearing when not sold on the
system - latest example......
1. 12/01/00 - approx. 11.15am
third counter at office
p&a group 16 - £34.41 encashed - 2x2nd class stamps
suddently deducted from the amount due to customer!........please
investigate.
The Call record has been assigned to the Team Member: Diane Rowe
Hours spent since call received: 0 hours
F} Response :
Ihave spoken to the caller about her two problems.
11 September 2021
Page 5 of 6
FUJ00034604
FUJ00034604
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0035599 CP2 selling stamps on its own & 24/12/1999 11:03:45 14/01/2000 11:14:15 Mrs Jennifer Parsons/01 EPOSS & DeskTop
EDSC transactions slow Closed EPOSS
14/01/2000 11:03:23 Diane Rowe They had a loss of about £300 before Christmas which seemed to start on 23rd
14/01/2000 11:03:23 Diane Rowe December. This has now been removed from the stockunit and the cash accounts
14/01/2000 11:03:23 Diane Rowe for the latest 2 weeks have been OK. She is happier about this now.
14/01/2000 11:03:23 Diane Rowe
14/01/2000 11:03:23 Diane Rowe They are still having problems with the phantom transactions. They are most
14/01/2000 11:03:23 Diane Rowe likely to appear on counter 3 but also appear on the other 2 counters. They
14/01/2000 11:03:23 Diane Rowe are often stamps, but not always. They are being very careful with it now and
14/01/2000 11:03:23 Diane Rowe doing the transactions slowly and checking them before they complete them.
14/01/2000 11:03:23 Diane Rowe From here we can see no reason why this should be happening and suggest that
14/01/2000 11:03:23 Diane Rowe an engineer is sent to site to investigate the situation. Perhaps there is a
14/01/2000 11:03:23 Diane Rowe environmental problem of some type at this office which is interfering with
14/01/2000 11:03:23 Diane Rowe the equipment.
14/01/2000 11:03:23 Diane Rowe [END OF REFERENCE 14557160]
14/01/2000 11:03:24 — Diane Rowe Responded to call type L as Category 92 -Suspected hardware fault
14/01/2000 11:03:25 Diane Rowe Hours spent since call received: 0 hours
14/01/2000 11:03:29 Diane Rowe CALL PC0035599 closed: Category 92, Type L
14/01/2000 11:03:31 Diane Rowe The response was delivered to: PowerHelp
14/01/2000 11:14:15 Customer Call Date and time complete: 14/01/2000 11:11:00
14/01/2000 11:14:15 — Customer Call Service Complete (Confirmation) Received
11 September 2021 Page 6 of 6