FUJ00070841
FUJ00070841
Peak Incident Management System
Call
PC0056922 Call Logger _Customer Call_ -- EDSC
Reference :
Release Targeted At -- CSR-CI4R Top Ref E-0011015130
Gall Tyne ie Has ALL ResponseCategories for Admin Priority A= Propmme stopped
Contact EDSC Call Status Closed “= Avoidance Action
: oS Supplied
Target Date 03/11/2000 Enon (Man
: Days)
Summary CI4 - FAD367642 - error committing declarations
All :
References 1¥P° : ae
SSCKEL KEL JBallantyne5245K.htm
_PowerHelp : : E-0011015130
Progress Narrative
fbate:02-Nov-2000 09:16:00 User: Customer Cali_
CALL PC0056922 opened
ALL PC0056922:Priority B:CallType L - Target 07/11/00 09:16:49
01/11/00 19:15 PM reports error message whentrying to re-declare her cash.
8 uk081285
information: Guided caller thru re-declaration :
stk bal/dec cash/highlight previous dec/select/amend to
jcurrent cash on hand/finish
error message says " error committing declarations"
foiced call to Dave in smc who requested I pass the call
lover to them. caller advsd and ref no given
jo1/11/00 21
informatio advises that wt
nade the decleration would not be accepte:
lfor Error committing" - nothing
searched events from web PAGE for counter #1 - "An
unexpected error occured wgike attempting to modify an entry in the
run map. Timeout occured waitng for lock" and also critical
I" Error Number - 2147221504 Error Des: The Riposte
PutObject function call returned an error> this happend while”
o1/11/00 21:05 uKOe1a15
Information: searched kel with criteria of “Error Desc” ~ found
kel :GSales2149L.htm - There are x2 instances of riposte running on
counter, Down loaded all event logs for counter #1 file id is
I- 63479 - searched event logs for corrupt index's and —
none found, will pass this call to edscl for further
investigation
o1/11/00 22:16 GBoa2711
Repeat Call: Pm is still waiting for a phone call it has been three
jours since this issue arose. Please ring imidiately
the pm is only still available due to living on the
a SU (CASH) d
= searched kel
sleration is
roberty.
Jo2/11/00 09:14 GRoaze4i
Information: Voiced Babara/EDSC to see who was working on the call, when
It check for the PC number we found that the call had not
lgone over the OTI, Will reopen the OTT.
jo2/11/00 09:15 GBOa2641
IReOQpen OTI: * NULL TEXT SUPPLIED *
Ik) Call details
[Diagnostician name:
customer opened date 01/11/2000 19:15:01
lDate:02-Nov-2000 09:24:00 User: Customer Call_
EMp'ry 02/11/00 09:20 GB0&2302 HSH1 Information: as pm is trying to
redeclarre cash to alter she is getting
lerror in declaration of cash declaration error in committing
list.
lpm tried to create a new declaration for the difference
land got the same message. 02/11/00 09:24 GBO82302 HSH1 Information: KEL
title: CI3 to CI4 Declarations Trial Balance
piscrepancy
KEL Reference: JBallantyne589M.htm
created on: 14 September 2000
created by: John Ballantyne
KEL Status: Information
PinICL number: PC0054018
Powerhelp number: £-0009133878
FUJ00070841
FUJ00070841
Release: CSRT
Product : EPOSSReconciliation
ast updated on: 15 September 2000
ast updated by: John Ballantyne
keywords: CI3 to CI4 Declarations Trial Balance
lpiscrepancy
[the above kel outlines the problem 02/11/00 09:24 GB082302 HSH1 Information:
jcalled pm on the advise of sara in smc to get the messages
is getting , pm would like call back as is now trading
manually and is not being called back to get problem solved
Date: 02-Nov-2000 09:38:00 User: Customer Call_
EMPTY 02/11/00 09:35 UK061916 SMC1 Information: 09:30 - Voiced Diane Rowe at
ssc to raising of call to ‘A’.
jo9:31 - Voiced SMC TM Andrea Fellows to
the call summary has been changed from
PM reports error message whentrying to re-declare
the call summary is now
cl4 - FAD367642 - error committing declarations
arget Release updated to CSR-CI4R
CALL PC0056922:Priority A:CallType N - Target 03/11/00 09:16:49
Product EPOSS & DeskTop added
IF} Response
HSH have said this call should be raised to 'A' priority.
[END OF REFERENCE 22624316]
lkesponded to call type N as Category 40 -Incident Under Investigation
[the response was delivered to: Powertlelp
the Call record has been assigned to the Team Member: John Ballantyne
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
priority.
Date:02-Nov-2000 09:40:00 User: Customer Call_
lempTY 02/11/00 09:37 UKO61916 SMC1 Information: This call has been raised to
NA" as PO is manual due to
peing unable to roll over SU due to events being genreated by
gateway whihe SSC are actioning as per kEL.
jo9:35 - Paged Pathway DM to ‘A' priority.
jo:38 - DM Mike Woolgar rang in. I explained situation and
lhe requested that he be paged again if situation not
resolved by 13:00.
o9:40 ~ voiced Denise Miller.
IDate:02-Nov-2000 09:53:00 Uscr:John Ballantyne
Ir} Response :
Investigating
[END OF REFERENCE 22624922]
lresponded to call type N as Category 40 Incident Under Investigation
jDate:02-Nov-2000 09:54:00 User:John Ballantyne
the response was delivered to: PowerHelp
IDate:02-Nov-2000 10:30:00 User: Customer Call_
lemp'y 02/11/00 10:29 HSHtemp12 HSH1 Information: nbsc chasing A priority
call. nbsc say pm is on manual, pm
jwas called this morning by 2nd line and told nonsense. pm is
very angry and feels that she is being messed
labout..contacted edsc who states that havent called pm. called smc is
checking with the person who was dealing whether they called pm.
will call back.nbsc says will call back in 20 mins if no
resolution.
IDate:02-Nov-2000 10:43:00 User: Customer Call_
EMPTY 02/11/00 10:36 HSHtemp12 HSH1 Information: if nbsc ring back on this
call please contact an stsa. has
given a 20 minute deadline in which she is calling us back.
lDate:02-Nov-2000 10:46:00 User:John Ballantyne
Ir} Response
spoke to Les - passing call over urgently. Advised user to reboot as she was
stuck in a loop (Declare/fail) and contact NBSC as to extending CAP.
essage store and Event log audit logs coming
{END OF REFERENCE 22628873]
Responded to call type N as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
jbate:02-Nov-2000 10:50:00 User:John Ballantyne
lew evidence added - message store & event log
[fhe Call record has been transferred to the Team: QFP
FUJ00070841
FUJ00070841
flours Spent since call received: 0 hours
lbate:02-Nov-2000 1
Ir) Response :
KEL Title: Error commiting declarations
IKEL Reference: JBallantyne5245K.htm
created on: 02 November 2000
created by: John Ballantyne
KEL Status: Information
PinICL number: Pco056922
Powerhelp number: E-0011015130
Release: CSR¥
Product: Counter
keywords: Error commiting declarations
{END OF REFERENCE 22630159]
[Responded to call type N as Category 40 ~Incident Under Investigation
[The response was delivered to: Powertelp
6:00 User:dohn Ballantyne
Date:02-Nov-2000 11:06:00 User:John Ballantyne
New evidence added - Audit log ¢l 01/11
Ibate:02-Nov-2000 11:22:00 User:Les Ong
fhe Call record has been transferred to the Team: EPOSS-FP
Hours spent since call received: 0 hours
[Date:02-Nov-2000 11:48:00 Uscr:Les Ong
the Call record has been transferred to the Team: EPOSS—Dev
Hours spent since call received: 0 hours
fhe Call record has been assigned to the Team Member: Martin McConnell
iours spent since call received: 0 hours
jDate:02-Nov-2000 12:07:00 User: Customer Call_
EMPTY 02/11/00 12:10 HSHtemp12 HSH1 Contacte
ledsc update
contacted nbsc. advised as
Dat ¢:02-Nov-2000 13:03:00 User: Customer Call_
lEMPTY 02/11/00 13:06 UKO61916 SMC1 Information:
las per his earlier request as
this call not resolved yet.
Paged Mike Woolgar at 13:00
Ibate:02-Nov-2000 13:11:00 User:_Customer Call_
EMPTY 02/11/00 13:13 UKO61916 SMC1 Information: Mike Woolgar called in at
3:10
i updated him on events since I last spoke to him and he
requested that he be paged again at 15:00 if issue still not
resolved.
lDate:02-Nov-2000 15:16:00 User:Martin McConnell
in my first analysis of the messagestore supplied, it would appear that the
declarations being written away were done so at the time that the EOD process
kicked in. The message which indicates the Riposte failure
(putpersistentobject) should have allowed the user at least to have backed
lout and start again, which seems to happen satisfactorily when these
conditions are simulated on a development system. As Les has indicated
learlier a system restart should be sufficient to get them back and working
K, in which case I would suspect this call should be dropped to a 'B'. Will
sce if I can simulate the failure whilst in the midst of an EOD scenario.
bate:02-Nov-2000 15:44:00 User
EMPTY 02/11/00 15:48 GBO82484 §
last request as gone 3pm and
call still not resolved. Awaiting his call back to advise.
Customer Call_
MC1 Information: Paged Mike again as per his
JDate: 02-Nov-2000 15:51:00 User: Customer Call_
lempry 02/11/00 15:52 GBO82484 SMC1 Information: Mike called to advise that
if call not resolved by 18:00
then to page the duty manager again.
call updated as requested.
Date:02-Nov-2000 17:26:00 User:Martin McConnell
I've talked to Brian Orzell about the ‘lock' errors written away by Riposte
land it would appear this is an indication of Riposte being rather sick. There
FUJ00070841
FUJ00070841
fire Several DIl’s and excecutables all being told to go away becuase of this
locking problem. Either some application has left some write lock on
inadvertantly or Riposte is sick as described. A reboot should sort this out
lor try redeclaring on an alternate system. Brian Orzell has sugested routing
this for the attention of Mark Jarosz.
[fhe Call record has been transferred to the Team: QFP
Hours spent since call received: 3 hours
jDate:02-Nov-2000 18:20:00 User: Customer Call_
EMPTY 02/11/00 18:16 GBO83168 SMC1 Information
jref this call & asked him to
Jcontact SMC.
Paged Pathway Duty Manager
IDate:02-Nov-2000 18:52:00 User: Customer Call_
EMPTY 02/11/00 18:26 GBO83168 SMC1 Information: Received call from Pathway
buty Manager & updated him re
jprogress of this call.
lHe would like Duty manager to be paged again at 10:00 on
3/11/00 if this call is still unresolved.
shift handover updated accordingly.
JDate:03-Nov-2000 08:41:00 User:Lionel Higman
lhe Call record has been transferred to the Team: Escher-Dev
liours spent since call received: 0 hours
the Call record has been assigned to the Team Member: Mark Jarosz
liours spent since call received: 0 hours
IDate: 03-Nov-2000 1
IF} Response
[there has been another case reported in PinICL PC0056876.
[END OF REFERENCE 22667266]
Responded to call type N as Category 40 -Incident Under Investigation
2:00 User:Paul Steed
Jbate:03-Nov-2000 10:33:00 User:Paul Steed
fhe response was delivered to: PowerHelp
Date:03-Nov-2000 10:45:00 User:Paul Steed
the call references have been updated. They are now:-
RIGINATOR : Phelp
{v PowerHelp : E-0011015130
ISSCKEL : JBallantyne5245K.htm
lbate:03-Nov-2000 1
If} Response :
It have spoken to the PM regarding PCO056876. He told me that because the
system had ground to a halt he had rebooted with consent from Horizon and
following the reboot he was able to balance and rollover with no further
problems.
[END OF REFERENCE 22669960]
Responded to call type N as Category 40 Incident Under Investigation
the response was delivered to: Powerllelp
9:00 User:Paul Steed
bate: 06-Nov-2000 14:59:00 User:Barbara Longley
If} Response :
[the Call record is currently assigned to Mark Jarosz
(END OF REFERENCE 22714819]
esponded to call type N as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
JDate:10-Nov-2000 10:35:00 User:Mark Jarosz
If} Response :
ly assesment of what happened is that on Wednesday Ist Nov at 18:32:13 a lock
was acquired on the run table which was not released. This had the subsequent
effect of causing may Riposte API calls to fail and hence the applications
connected to Riposte could not function reliably. I would speculate that the
probable cause was a thread silently failing but have no way of proving this.
Ir will check with Escher to confirm my assesment is reasonable and if not
further update this PinICL.
in the meantime I would recommend that in future occurences a restart of
IRiposte should be attempted prior to rebooting NT.
If the frequency of occurence of such an event becomes significant (> 1 per
month) then we will need to create a reproducible case
[END OF REFERENCE 22849366]
lkesponded to call type N as Category 70 Avoidance Action Supplied
liours spent since call received: 0.5 hours
[fhe Call record has been transferred to the Team: EDSC
FUJ00070841
FUJ00070841
fihe response has been routed to the gateway team for validation
O-Nov-2000 10:57:00 User:Paul Steed
the Call record has been assigned to the Team Member: John Ballantyne
ours spent since call received: 0 hours
IDate:10-Nov-2000 11:45:00 User:dohn Ballantyne
IF} Response =
kel updated JBallantyne5245K - Contacted PM call closure agreed, however PM
is very unhappy with the way the call has been dealt with and is writing
hettter of complaint to her RNM.
[END OF REFERENCE 22855761]
lkesponded to call type N as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
JDate:10-Nov-2000 11:53:00 User:John Ballantyne
If} Response :
joiced Julie Welsh - re unhappy PM - closing call as agreed with PM
[END OF REFERENCE 22856771]
lkesponded to call type N as Category 70 Avoidance Action Supplied
Hours spent since call received: 0 hours
lbefect cause updated to 14:Development = Code
caLL PC0056922 closed: Category 10, Type N
[the response was delivered to: Powerlelp
Date:10-Nov-2000 11:55:00 User: Customer Call_
bate and time complete: 10/11/2000 12:01:03
service Complete (Confirmation) Received
Root Cause Development - Code
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 10-Nov-2000 11:55 -- _Customer Call_