FUJ00064777
FUJ00064777
Peak Incident Management System
[Call Reference [PC0051382 [Call Logger [Customer Call_-- EDSC
Release [Targeted At-- CSR-CI3_2R [Top Ref [E-0007281907
(Call Type Live Incidents Priority B -- Business restricted
(Contact EDSC [Call Status [Closed -- Reconciliation - resolved
[Target Date [02/08/2000 Effort (Man Days) lo
Summary 148013 reports a difference in its reciept
Progress Narrative
bate :28-Jul-2000 15:52:00 User:_Customer Call_
CALL Pc0051382:Priority B:CallType L - Target 02/08/00 16:5;
28/07/00 16:48 office 91008 reports a difference in its reciept & payment
totals for capl8 . please send this call to john moran
iF} Call details
Diagnostician name:
customer opened date 28/07/2000 16:48:08
CALL Pc0051382 opened
Date:28-Jul-2000 15:57:00 User:Barbara Longley
target Release updated to CSR-CI3_2R
Product General/Other/Mise Reconciliation added
iF} Response :
Routing call FAO John Moran
[END OF REFERENCE 20622504]
Responded to call type L as Category 40 -Incident Under Investigation
Ithe response was delivered to: PowerHelp
the call record has been transferred to the Team: MSU-Indt Mgt
Hours spent since call received: 0 hours
Date :31-Jul-2000 09:22:00 User:Angela Shaw
the Call record has been assigned to the Team Member: John Moran
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
Date :31-Jul-2000 10:27:00 User:John Moran
the call summary has been changed from:-
loffice 91008 reports a difference in its reciept
Ihe call summary is now
1.48013 reports a difference i
bate :31-Jul-2000 12:53:00 User:John Moran
lf} Response
IT know what caused this problem. It was because reference data was not sent
to the outlests concerning P&A products--The cash settlement was mapped to
the CA, but the corresponding transaction was not. If these transactions
lwere recorded by in the Counter Transaction Exceptions report I could supply
PocL TP with this information myself, but they have not been recorded.
can you supply the offending non mapped transactions to this PinICL in
message store extact so I can reconcile with Chesterfield?
[END OF REFERENCE 20660504]
IResponded to call type L as Category 40 -Incident Under Investigation
Ithe response has been flagged to the gateway team for validation
[the Call record has been transferred to the Team: EDSC
Hours spent since call received: 0 hours
pate :31-Jul-2000 14:24:00 User:Jim Anscomb
the Call record has been assigned to the Team Member: Paul Steed
Hours spent since call received: 0 hours
bate:31-Jul-2000 15:39:00 User:Paul Steed
INew evidence added - Transactions with missing mappings
Ithe call record has been transferred to the Team: MSU-Indt Mgt
Hours spe 0 hours
since call receive:
bate :01-Aug-2000 09:41:00 User:Barbara Longley
IF} Response
the call record has been transferred to the Team: MSU-Indt Mgt
[END OF REFERENCE 20683043]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
FUJ00064777
FUJ00064777
bate:01-Aug-2000 13:23:00 User:John Moran
IF} Response :
this difference in the receipt and Payment totals was caused by the fact that
non-core reference data was not delivered to this office in time.
the reference data was for OBCS products 177 to 185.
s this reference data included primary mappings for these products these
Jproducts could not be mapped to the cash account at stock unit rollover.
this is what caused the difference in the receipt and payment totals.
his incident is related to 9 others all caused by this same problem. All
the offices effected were migrated to Horizon on 20/7/00.
11 the offending transactions took place 21/7/00-- when there was not
reference data at the outlets.
fhe correct reference data was delivered for business on 22/7/00.
x have provided with the final BIM report an excel spread sheet (with the
same file name as the BIM report) listing the offending transactions which
Jwere not mapped to the cash account.
[END OF REFERENCE 20696937)
lkesponded to call type L as Category 68 Administrative Response
Hours spent since call received: .3 hours
the call record has been transferred to the Team: EDSC
the response has been routed to the gateway team for validation
Date :01-Aug-2000 13:59:00 User:Barbara Longley
the Call record has been assigned to the Team Member: Paul Steed
Hours spent since call received: 0 hours
bate :01-Aug-2000 14:05:00 User:Paul steed
iF} Response :
caller has raised the BIM based on the evidence extracted and so call can be
closed (Reconciliation Resolved).
[END OF REFERENCE 20699456]
Responded to call type L as Category 90 -Reconciliation - resolved
Hours spent since call received: 0 hours
CALL PC0051382 closed: Category 90, Type L.
Ithe response was delivered to: PowerHelp
bate :01-Aug-2000 14:10:00 User:_Customer Call_
pate and time complete: 01/08/2000 15:07:08
service Complete (Confirmation) Received
I
Root Cause IGeneral - Unknown
Logger ‘Customer Call_ -- EDSC
Subject Product IGeneral/Other/Mise -- Reconciliation (version unspecified)
[Assignee Deleted User -- EDSC
Last Progress [01-Aug-2000 1