FUJ00066464
FUJ00066464
Peak Incident Management System
Call Reference PC0053061 Call Logger
Release Targeted At -- CSR-CI3_2R Top Ref
Call Type Live Incidents Priority
Contact EDSC Call Status
Target Date 29/08/2000 Effort (Man Days)
Summary FAD 090136 has not polled for 2 days since the 21/
Progress Narrative :
_Customer Call_ -- EDSC
-0008230934
A -- Business stopped
Closed -- Advice and guidance given
0
[Date:25-Aug-2000 12:04:00 User: Customer Call_
CALL PC0053061:Priority A:CallType L - Target 29/08/00 13:04:27
23/08/00 11:55 FAD 090136 has not polled for 2 days since the 21/08/00.
Please ping and why has it not polled
25/08/00 11:42 uk081205
lrollow Up: PM called asking for help on rebooting the counter.
25/08/00 11:43 uk081205
lAdvice: Took PM through the process of rebooting the counter.
25/08/00 11:54 uk082135
information: No comms. still
25/08/00 12:06 uk058987
information: Calls to this outlet are being made successfully to both
the LAN & WAN addresses. Calls are passing PPP CHAP
lauthentication, but are failing IP pings, which suggests
that this is either an Bicon card or a VPN problem. Rebooting
the Counter may solve this otherwise send the to SSC for
investigation. Thanks. JR.
IF} Call details
Diagnostician name:
Sustomer opened date 23/08/2000 11:55:13
CALL PC0053061 opened
jbate:25-Aug-2000 12:19:00 User:Barbara Longley
lfarget Release updated to CSR-CI3_2R
Product General/Other/Misc ISDN added
JDate:25-Aug-2000 12:43:00 User:Steve Squires
If) Response :
IPrescan: done
[END OF REFERENCE 21367467]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
[fhe Call record has been assigned to the Team Member: Lina Kiang
Defect cause updated to 99:General - Unknown
jours spent since call received: 0 hours
jDate:25-Aug-2000 13:44:00 User:Lina Kiang
Ir} Response :
Unable to ping this SCO. Call should not have been sent to SSC, according to
the new non-polling procedures the next stage is to send an engineer to site.
[END OF REFERENCE 21369717]
Responded to call type L as Category 94 -Advice and guidance given
fours spent since call received: 0.5 hours
Defect cause updated to 41:General - in Procedure
cALL PC0053061 closed: Category 94, Type L
[the response was delivered to: PowerHelp
Dat e:25-Aug-2000 13:48:00 User: Customer Call_
jbate and time complete: 25/08/2000 14:54:07
service Complete (Confirmation) Received
Root Cause General - in Procedure
Logger _Customer Call_ -- EDSC
Subject Product General/Other/Misc -- ISDN (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 25-Aug-2000 13:48 -- Customer Call_