FUJ00066821
FUJ00066821
Peak Incident Management System
_ Customer Call_
E-0008101051
B -- Business restricted
Closed -- No fault in product
Call Reference — PC0052526 Call Logger
Release Targeted At -- CSR-CI3_2R Top Ref
Call Type Live Incidents Priority
Contact EDSC Call Status
Target Date 21/08/2000 Effort (Man Days)
Summary pm £159 short in cash & minus £155 in chqs on bala
Progress Narrative
EDSC
[oate:16-Aug-2000 08:14:00 User: Customer Call_
CALL PC0052526 opened
CALL Pc0052526:Priority B:CallType L - Target 21/08/00 09:14:43
10/08/00 11:19 pm has a value of £155 in chqs in adj stock on wed before any
transactions where taken after remming out £347 on tue night, pm called and
jas told to zero this, pm did this and now showing £159 short in cash on bal
report. pm has now rolled over su. now figure is showing zero on chgs but
still £159 short in cash.pm ran a trans log and no transactions where taken
lon Tue or Wed for the amount.
4/08/00 17:13 uk066934
[Informat ioi
pm has checked for stock adjustments in the trans. log and
this showed that pm had adjusted his stock from £155 to zero
because on the tue no transactions where done and chq
figure should have been zero.
Jpn then looked in adj stock again and £155 was still
there, pm called hsh several times and was unable to remove this
amount, rolled over on wed with a minus of £155 in chs.
15/08/00 16:40 UKO61801
information: attempted contact pm: no answer.
ill need to make further checks: check Rem summary report
(c.weekly) for any rem reversals or rem in in error, check
hat figure on the listing report from tues. night, ie was
the wrong figure remmed out tues night, leaving £155 on the
jreport? was a POCL cheque remmed in incorrectly?
6/08/00 09:07 UK0631336
lAdvice: this trnasaction was done after 2.30pm but the clerk who
was attached to the individual SU went home at 2.30. the SU is
called EE and the transaction could possibly be a road
ltax..they only know this because of the value this is all the
info the PM has available..he understands that it cannot be
reversed now he has rolled the office but would like it
investigated just for piece of mind
lf} Call details
Diagnostician name:
ustomer opened date 10/08/2000 11:19:29
Date:16-Aug-2000 08:36:00 Uscr:Barbara Longley
[the call summary has been changed from:
has a value of £195 in chqs in adj stock on wed
(fhe call summary is now:
£159 short in cash & minus £155 in chgs on bala
target Release updated to CSR-CI3_2R
product EPOSS & DeskTop added
Date:16-Aug-2000 09:37:00 User:Patrick Carroll
Ik} Response :
IPRESCAN -
this is not a software problem, it is a training issue, SSC do not provide a
"find the transaction service” currently, the PM must make more creative use
lof the transaction Log.
{END OF REFERENCE 21090206]
Responded to call type L as Category 94 Advice and guidance given
ltours spent since call received: 0 hours
lbefect cause updated to 99:General — Unknown
IcALL PC0052526 closed: Category 94, Type L
[the response was delivered to: PowerHelp
Jbatc:16-Aug-2000 09:42:00 User: Customer Call_
pate and time complete: 16/08/2000 10:48:09
service Complete (Confirmation) Received
Jate:16-Aug-2000 13:17:00 User: Customer Call_
CALL PC0052526 Reopened: This incident has been reopened
CALL PC0052526:Priority B:CallType L - Target 21/08/00 14:17:05
emery
FUJ00066821
FUJ00066821
6708700 14:10 UROGSISI6
Information: rather than a find the transaction service this is more
Jzort of a how did the transaction appear after the report was
jcut off and the only person in the SU had gone home.
16/08/00 14:12 UK0631336
ReOpen OTI: * NULL TEXT SUPPLIED *
lr) Call details
lDiagnostician name:
JDate:16-Aug-2000 13:18:00 User: Customer Call_
emery
h6/08/00 14:10 UKO631336
information: rather than a find the transaction service this is more
sort of a how did the transaction appear after the report was
cut off and the only person in the SU had gone home.
he/08/00 14:12 UK0631336
ReOpen OTI: * NULL TEXT SUPPLIED *
If) call details
Diagnostician name:
jDate:17-Aug-2000 08:39:00 User:Barbara Longley
[the Call record has been assigned to the Team Member: Pat Carroll
Hours spent since call received: 0 hours
Jbate:31-Aug-2000 15:11:00 User:Barbara Longley
If} Response :
[the Call record has been assigned to EDSC Team Membe:
[END OF REFERENCE 21457199]
Responded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
Pat Carroll
Date:01-Sep-2000 10:46:00 User:Paul Steed
fhe Call record has been assigned to the Team Member: Diane Rowe
Hours spent since call received: 0 hours
Date:01-Sep-2000 15:52:00 User:Diane Rowe
IF) Response :
It have spoken to the assistant PM, but she requested that I call back on
jonday and speak to the caller (the PM).
[END OF REFERENCE 21485026]
responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
lbate:04-Sep-2000 1
If) Response :
[fhe problem was that they had 4768.22 on the cheque report on Ist Aug, but
they remmed out 4923.22. This gives a difference of 155. They continued to be
Jsproblem until 9th Aug when the adjusted stock by 155 and remmed out £155
jore than was on the listing. They are Ok with this now, and this call can be
closed.
[END OF REFERENCE 21496890]
Responded to call type 1 as Category 62 -No fault in product
Hours spent since call received: 0 hours
Defect cause updated to 39:General - User Knowledge
lcALL. PC0052526 closed: Category 62, Type L
the response was delivered to: PowerHelp
7:00 User:Diane Rowe
Date:04-Sep-2000 10:20:00 User:_Customer Call_
bate and time complete: 04/09/2000 11:25:02
service Complete (Confirmation) Received
Root Cause General - User Knowledge
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 04-Sep-2000 10:20 -- Customer Call_