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Peak Incident Management System
Call Reference PC0053216 Call Logger
Release Targeted At -- CSR-CI3_2R Top Ref
Call Type Live Incidents Priority
Contact EDSC Call Status
Target Date 31/08/2000 Effort (Man Days)
Summary FAD284422 - Complaint call - Slow counters
Progress Narrative
_ Customer Call_ -- EDSC
E-0008180128
A -- Business stopped
Closed -- No fault in product
0
fbate:30-Aug-2000 13:36:00 User: Customer Call_
cALL PC0053216:Priority A:CallType L - Target 31/08/00 14:36:42
[18/08/00 08:54 manual call logged by D.Dutton 160800. PM is having
jaifficulty printing his balance report, and wishes to log a complaint
jreqarding the slowness of the horizon system. he works in a "bad area" &
[finds working late due to horizon's poor perfomance leads to him
lexperiencing such concerns as having his car broken into. he has ref:DLD003.
18/08/00 08:59 GBoa2158
Information: on this occasion the PM had a disconnected node, counter 5.
ldvised the PM to reboot that counter which resolved the
problem.
18/08/00 09:01 GB0a2158
Hinformation: PM would like action regarding the general poor response of
the Horizon system.
18/08/00 14:36 uk079674
contacted: PM is not available until Monday afternoon.Advised that i
ould call back then.
21/08/00 14:50 uk079674
follow Up: Tried to contact the PM - line is constantly engaged.
[25/08/00 12:07 uk079674
ted: Conacted the PM to find out what his main issue is
25/08/00 13:07 uk079674
contacted: Pm's main issue is that the performance during balancing is
Inoct fantastic.
i explained to the PM that as he has a 5 counter outlet,
the balance process will take a bit longer as it needs to
find a lot of info.
lle feels that he has not received sufficient training, and
ldmits that if he was trained properly, he may be able to
let through balancing a bit quicker.
fhe PM has requested additional training, which was
wanted, but his RNM cancelled it without letting him know, then
lenied cancelling it???
fhe PM seems to have an issue with the RNM, in that he
feels that he is not helping him resolve any issues.
the rnm has also made racist remarks and has the wrong
attitude towards him.
30/08/00 12:14 uk079674
escalate: Have escalated the PM's concerns about his RNM to Julie
jelsh to flag a complaint through POCL.
It have explained to the PM that as there is nothing wrong
ith his sytem (software wise) we are unable to help him.
though i will get SMC to double check his free space.
Ir have suggested that to speed up his system he would be
better off going onto individual stock units, as this would
cut down the process time for a balance.
30/08/00 12:19 uk079674
follow Up: Spoke to Andy Abernethy re looking at his free space.
30/08/00 13:04 uKO52512
information: Have spoken to Shelley Lewis and asked if just one counter
lhe is talking about or whether it is the whole site that he
says is slow. Shelley has said possibly counter 5 and
lateway slow, but thinks he may be talking about the whole site.
Shelley has said that they all share the same SU. This
lcould also be why this site is slow
30/08/00 13:07 UKO52512
information: Have unloaded Disk Directory on counter 1 and 5.
counter 1 - 7,589,139,968 Free Space.
counter 5 - 7,590,578,176 Free Space.
30/08/00 14:00 uKO52512
Information: File id's for counter event logs are:
counter 1: 51960.
counter 5: 51961.
30/08/00 14:01 UK052512
information: also needs checking if 128
30/08/00 14:02 uKO52512
information: Feel that the system is slow as a lot of work being done
jand all sharing on SU. Also this is a 5 counter site.
30/08/00 14:04 UKO52512
information: voiced Barbara Longley reference this call.
30/08/00 14:07 UKO52512
Information: This may be a training issue with PM. Have noticed he has
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Toqged a lot of calls, and some days more than one. On one
lay in particular he logged 4 calls, and most of the others
there are 2 to 3 calls logged since the beginning of this
month.
IF} Call details
Diagnostician name:
customer opened date 18/08/2000 08:54:24
CALL PC0053216 opened
lbate:30-Aug-2000 13:42:00 User:Barbara Longley
[the call summary has been changed from:-
anual call logged by D.Dutton 160800. PM is havin
[the call summary is now
lFAD284422 - Complaint call - Slow counters
target Release updated to CSR-C13_2R
product EPOSS & DeskTop Counter Common added
JDate:30-Aug-2000 13:53:00 Uscr:Catherine Obeng
If} Response :
Date: 30-Aug-2000 13:54:00 User:Catherine Obeng
IPRESCAN: Done.
[END OF REFERENCE 21424231]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerlielp
fhe Call record has been assigned to the Team Member: Mark Wright
Defect cause updated to 99:General — Unknown
tours spent since call received: 0 hours
Date: 30-Aug-2000 14:54:00 User:Mark Wright
lr) Response
lust to comfirm that this is the standrd issue of using many counters with a
shared stock unit, I have looked at the messagestore and calculated the
number of transactions processed for the trial balance, and it comes to
lapprox 25 a second. The range we tend to see are 20 - 25 a second so his are
actually quite quick!
I have spoken to Julie regarding this call, and suggested that we check how
the difference between individual and shared stock units are explained to the
lpMs. The maximum number of counters on a shared stock unit before the PMs
complain seems to be 3 (if not too busy!) but we have seen larger offices
recently (4 or in this case 5!) which process no slower than other offices,
lexcept they have more transactions. This is not a software fault. To
shorten the time the PM has to stay out of hours he will have to go to
individual stock units
[END OF REFERENCE 21427363]
lkesponded to call type L as Category 62 -No fault in product
liours spent since call received: 0 hours
CALL PC0053216 closed: Category 62, Type
[the response was delivered to: PowerHelp
Date: 30-Aug-2000 14:57:00 User: Customer Call_
bate and time complete: 30/08/2000 16:03:12
service Complete (Confirmation) Received
Root Cause : General - Unknown
Logger _ Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee Mark Wright -- EDSC
Last Progress 30-Aug-2000 14:57 -- Customer Call_