FUJ00068025
FUJ00068025
Peak Incident Management System
Call Reference — PC0054747 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- CSR-CI3_2R Top Ref E-0009262817
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- Call withdrawn by user
Target Date 02/10/2000 Effort (Man Days) 0
Summary _ FADO01400 - counter 4 will not print, screen froze.
Progress Narrative
foate:27-Sep-2000 10:54:00 Uscr: Customer Call.
CALL PC0054747:Priority B:CallType L - Target 02/10/00 11:54:48
26/09/00 18:21 counter 4 will not print the screen froze. It will not
respond. it says unable to log on as account has locked you out.
26/09/00 18:34 GRO82837
lAdvice: Advised p to do a hard reboot counter 4 twice- still
letting same error msge -This system cannot log you on. Are you
lusing the correct password.
26/09/00 18:38 GBO82837
Information: Stock unit - F
counter @
27/09/00 09:48 GBos2968
Indvice: liz davies called Pm back as per log.
Indvised Pm that if the account is locked out they must
ait 20 mins for it to unlock.
bm has done this and now he has the moving box around the
lccreen, a windows box. 'Crtl Alt Del to log on’ (the box
you would normally get on windows screen)
CALL PC0054747 opened
Date:27-Sep-2000 10:55:00 User:_Customer Call_
the system has gone back to windows mode, and Pm cant get
in to counter 4.
27/09/00 09:49 GBos2968
Advice: When the system crashed, the clerk was in su S. Now they
lare trying to transfere stock to SU s and it wont allow them,
jas it states someone is wokring in it. The only member of
staff that was working in it was on the system that crashed.
27/09/00 11:49 SMCCI416
information: Please can SSC unlock this user.
IF} Call details
Diagnostician nam
customer opened date 26/09/2000 18:21:43
Date:27-Sep-2000 10:58:00 User:Barbara Longley
[the call summary has been changed from:
counter 4 will not print the screen froze. It wil
fhe call summary is now:
IfAD01400 - counter 4 will not print, screen froze.
Jfarget Release updated to CSR-CI3_2R
Product EPOSS & DeskTop Counter Common added
bate:27-Sep-2000 12:26:00 User: Customer Call_
lempTy 27/09/00 13:19 uk081221 HSH1 Repeat Call: Pm is waitng for update on
[this problem, screen at present
is cntrl/alt/delete when this is pressed the next screen is
User name: POLO and password. Pm needs this investigated
asap 27/09/00 13:20 uk081221 HSH1 Access Times: Wednesday: 6.45
thursday: 8.15 - 5.30
71-Sep-2000 13:36:00 Uscr:Richard Coleman
IPRESCAN: Attach the user to DEF, and get the SMC to run their tool to fix the
T logon
[the Call record has been assigned to the Team Member: David Seddon
Defect cause updated to 14:Development - Code
jours spent since call received: 0 hours
77-Sep-2000 15:18:00 Uscr: Customer Call_
EMPTY 27/09/00 16:19 uk081284 HSH1 Training: voiced katrina at smc who said
lsomeone would get back to pm
Ito sort out problem 27/09/00 16:12 GB082401 HSH1 Repeat
ack as he is waiting for a call.
1: pm calling
FUJ00068025
FUJ00068025
[Date:27-Sep-2000 15:19:00 Uscr: Customer Call.
leMPTY 27/09/00 16:20 uk081284 HSH1 Informatio
¢ advised that someone will
call pm back to resolve situation
after speaking to katrina at
Date:27-Sep-2000 15:22:00 User:Barbara Longley
Ir) Response :
catrina at SMC has asked for this call to be withdrawn as it should not have
come over in the first place.
closing as 200 - Withdrawn by user.
[END OF REF 21899928]
Responded to call type Las Category 200 -Call withdrawn by user
Hours spent since call received: 0 hours
CALL PC0054747 closed: Category 200, Type L
the response was delivered to: PowerHelp
JDate:27-Sep-2000 15:25:00 User:_Customer Call_
Date and time complete: 27/09/2000 16:31:16
service Complete (Confirmation) Received
Root Cause ___ Development - Code
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee David Seddon -- EDSC
Last Progress 27-Sep-2000 15:25 -- Customer Call_