FUJ00068989
FUJ00068989
Peak Incident Management System
Call Reference PC0055713
Call Logger _Customer Call_ -- EDSC
Release Targeted At -- CSR-CI3_2R Top Ref E-0010121846
B -- Business restricted
Call Type Live Incidents Priority
Contact EDSC Call Status Closed -- Advice and guidance given
Target Date 17/10/2000 Effort (Man Days)
Summary FAD133855 - Cannot follow up a transaction
Progress Narrative
[Pate:12-Oct-2000 13:39:00 Uscr: Customer Call,
ALL PCO055713:Priority B:CallType L ~ Target 17/10/00 14:39:53
12/10/00 13:20 spm said “ive been trying to follow up a transaction, i got
the receipt from part of the transaction. i wanted to see the whole
transaction. i put the session number into the transaction log, (which was
session number:145600), and the transaction log said "cannot match specified
lcriteria"and yet when i do a wide spread search on the system, for the
lwaliue, date to and from, the system finds the transaction with the same
2/10/00 13:33 GB082476
\dvice: i asked the pm if he was definatley keying in the correct
figures on the transaction log
12/10/00 13:34 GBo82476
information: pm said he definatley was keying in the correct figures, he
has done this many times before. pm said he went to the
session id icon on the transaction log and keyed in 1-145600
land then pressed continue and it did not find the transaction
12/10/00 13:36 GBO82476
Information: pm said this problem has happened many times before
2/10/00 13:36 GBO82476
information: i checked the kel and could nto find anything on the kel
12/10/00 13:36 GBO82476
IAdvice: i took down further information and advised the pm i will
jpass the cal on for further investigation
2/10/00 13:37 GBO82476
information: User id for the clerk who carried out the transaction of an
lap: kpo001 on counter position 1
user id of pm who did transaction log for that session
number: jka001 on counter position 2
session id's that would not work on the trans log under
session id icon are as follows:-
H-145600
fi-145601
h-145602
the above session id's are showing when the pi does 4
Hidespread search but not when he does a session id search only
2/10/00 13:40 GB082476
lrscalate: esculating to smc for action
12/10/00 14:33 uk082171
information: contacted pm and advised as per kel ref ~ Navery4846S.htm
land Navery1953N-htm to ensure that pm is using correct
trans i.d and this is not a training issue etc.. pm tried to use
trans i.d's found on the trans log but system displayed
jcriteria not found. this is only happening
6 uk082171
criteria not found. pm, advises that all other transactions
can be found with trans id's. re-assigning for
investigation.
lf} Call details
lbiagnostician name:
customer opened date 12/10/2000 13:20:01
ALL PCO055713 opened
JDate:12-Oct-2000 13:44:00 User:Barbara Longley
[the call summary has been changed from:
som said “ive been trying to follow up a transacti
fhe call summary is now:
FAD133855 - Cannot follow up a transaction
lfarget Release updated to CSR-CI3_2R
product EPOSS & DeskTop added
Date:12-Oct-2000 14:32:00 User:Mark Wright
the Call vecord has been assigned to the Team Member: Mark Wright
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
JDate:12-Oct-2000 14:36:00 User:Mark Wright
FUJ00068989
FUJ00068989
FF) Response +
the ‘session-id's fiven above are not valid session ids! That is why they
cannot be found. They are all transaction ids which are part of session
H-145502. This is a very basic call and should NOT have got through to third
line. Please make sure that when specifiying a session id you do actually
specify the session id and not a transaction id.
[END OF REFERENCE 22184009]
[Responded to call type L as Category 94 -Advice and guidance given
liours spent since call received: 0 hours
JDate:12-Oct-2000 14:37:00 User:Mark Wright
CALL PC0055713 closed: Category 94, Type b
[the response was delivered to: Powerlielp
jDate:12-Oct-2000 14:40:00 User: Customer Call_
bate and time complete: 12/10/2000 15:45:07
Service Complete (Confirmation) Received
Root Cause : General - Unknown
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- (version unspecified)
Assignee Mark Wright -- EDSC
Last Progress 12-Oct-2000 14:40 -- Customer Call _