FUJ00065150
FUJ00065150
Peak Incident Management System
[Call Reference PC0051361 [Call Logger [ Customer Call_-- EDSC
Release [Targeted At-- CSR-CI3_2R [Top Ref. E-0007281804
(Call Type Live Incidents Priority B -- Business restricted
‘Contact, EDSC [Call Status [Closed -- Administrative Response
(Target Date [02/08/2000 [Effort (Man Days) lo
Summary [070937 Receipts and Payments mismatch
Progress Narrative
Date :28-Jul-2000 15:35:00 User: _Customer Cal1_
CALL Pc0051361:Priority B:CallType L - Target 02/08/00 16:35:16
28/07/00 16:31 office reports adifference in its reciept & payment totals
for cap18 . please send this call to john moran
iF} Call details
Diagnostician name:
customer opened date 28/07/2000 16:31:39
CALL Pc0051361 opened
Date :28-Jul-2000 15:42:00 User:Barbara Longley
Ithe call summary has been changed from:
office reports adifference in its reciept & paymen
Ihe call summary is now:
(path039) -Receipts and Payments mismatch
Target Release updated to CSR-CI3_2R
product General/Other/Misc Reconciliation added
Date :28-Jul-2000 15:51:00 User:Barbara Longley
Routing call to MSU FAO John Moran.
the Call record has been transferred to the Team: MSU-Indt Mgt
Hours spent since call received: 0 hours
Date :31-Jul-2000 09:14:00 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 10:15:00 User:John Moran
lthe call summary has been changed from:-
(path039) -Receipts and Payments misma’
the call summary is now:
070937 Receipts and Payments mismatch
Date :31-Jul-2000 12:52:00 User:John Moran
lr} Response
IT know what caused this problem. It was because reference data was not sent
to the outlests concerning PsA products--The cash settlement was mapped to
the CA, but the corresponding transaction was not. If these transactions
vere 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
tessage store extact so I can reconcile with Chesterfield?
[END OF REFERENCE 20660088
Responded to call type L as Category 40 -Incident Under Investigation
Ihe response has been flagged to the gate:
y team for validation
Ihe Call record has been transferred to the Team: EDSC
Hours spent since call received: 0 hours
pate :31-Jul-2000 13:58:00 User:Jim Anscomb
the Call record has been assigned to the Team Member: Michael Burton
Hours spent since call received: 0 hours
Date :31-Jul-2000 15:58:00 User:Deleted User (Michael BurtonSep/00)
New evidence added - The transactions
bate :31-Jul-2000 15:59:00 User:Deleted User (Michael BurtonSep/00)
the call record has been transferred to the Team: MSU-Indt Mgt
Hours spent since call received: 0 hours
pate :01-Aug-2000 09:53:00 Use
lr} Response
the Call record has been transferred to the Team: MSU-Indt Mgt
[END OF REFERENCE 20684666]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to:
arbara Longle
FUJ00065150
FUJ00065150
Date :01-Aug-2000 12:55:00 Use
?} Response
it am looking for what caused the difference in receipts and payments of
:20649.19, The text file attached only adds up to £20,550.35. Is there
Iancther transaction for £98.84 to make up this difference? Please check this
Jaifference out.
(END OF REFERENCE 20695312]
Responded to call type L as Category 40 -Incident Under Investigation
Ivhe response has been flagged to the gateway team for validation
IThe Call record has been transferred to the Team: EDSC
Hours spent since call received: .1 hours
Date:01-Aug-2000 13:23:00 User:Barbara Longley
iF} Response :
the Call record has been transferred to the Team: EDSC
[END OF REFERENCE 20696924]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
pate :01-Aug-2000 13:39:00 vse
iF} Response +
lsohn Moran in MSU has asked for this call to be returned to him.
(END OF REFERENCE 20698005)
JResponded to call type L as Category 40 -Incident Under Investigation
Ithe response was delivered to: PowerHelp
rhe call record has been transferred to the Team: MSU-Indt Mgt
Hours spent since call received: 0 hours
jarbara Longley
bate :01-Aug-2000 13:57:00 User:John Moras
i} Response :
this difference in 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
products could not be mapped to the cash account at stock unit rollover.
Ithis is what caused the difference in the receipt and payment totals.
this 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.
the correct reference data was delivered for business on 22/7/00.
Ir 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
lwere not mapped to the cash account.
[END OF REFERENCE 20699061]
Responded 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 14:03:00 User:Barbara Longley
the Call record has been assigned to the Team Member: Michael Burton
Hours spent since call received: 0 hours
Date :07-Aug-2000 10:28:00 User:Deleted User (Michael BurtonSep/00)
IF} Response +
Jclosing
(END OF REFERENCE 20856465)
Responded to call type L as Category 68 ~Administrative Response
Hours spent since call received: 1 hours
JcALL PC0051361 closed: Category 68, Type L
[fhe response was delivered to: PowerHelp
bate :07-Aug-2000 10:33:00 User:_Customer Call_
bate and time complete: 07/08/2000 11:39:12
service Complete (Confirmation) Received
FUJ00065150
FUJ00065150
Root Cause IGeneral - Unknown
Logger ‘Customer Call_ -- EDSC
Subject Product [General/Other/Mise -- Reconciliation (version unspecified)
Assignee Deleted User -- EDSC
Last Progress J07-Aug-2000 10:33 -- Customer Call_