FUJ00072297
FUJ00072297
Peak Incident Management System
Call Reference PC0051327 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- M1Clone Top Ref Cc
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- Reconciliation - resolved
Target Date 02/08/2000 Effort (Man Days) 0
Summary FAD182432 - Receipt and Payments mismatch
All References Type Value
Other iC
PowerHelp E-0007280842
SSCKEL KEL DSeddon37L.htm
Progress Narrative
[Date: 28-Jul-2000 11:32:00 User: Customer Call
CALL PC0051327:Priority B:CallType L - Target 02/08/00 12:32:13
28/07/00 12:22 office 182432 reports for CAP17 a receipts total of
:412224.58 and a payments total of £430724.58. the difference is £18500.00.
this office earlier raised a query because a transfer for an amount of
:9250.00 seemed to have gone missing.the amount of the transfer is exactly
half the amount of the difference between the receipts & payments.a call
raised earlier PC0050974 was closed in error.
28/07/00 12:27 GBO82158
information: passing to EDSC as requested.
IF} Call details
jpiagnostician name:
customer opened date 28/07/2000 12:22:18
ALL PCO051327 opened
Date:28-dul-2000 12:11:00 User:Barbara Longley
the call summary has been changed from:~
bbtfice 182432 reports for CAP17 a receipts total o
[fhe call summary is now:-
raD182432 - Receipt and Payments mismatch
ffarget Release updated to CSR-CI3_2R
Product General/Other/Misc Reconciliation added
jDate:28-Jul-2000 12:17:00 User:Richard Coleman
IPRESCAN: Previous call closed in by yourself.
the Call record has been assigned to the Team Member: Steve Squires
lbefect cause updated to 40:General - User
Hours spent since call received: 0 hours
JDate:28-Jul-2000 14:01:00 User:Steve Squires
jew evidence added ~ Complete Message Store
Date:28-dul-2000 14:11:00 User:Steve Squires
If) Response +
IM advises that the problem started when she transfered from counter No8 (by
mistake - should have been from counter Nol) £5590 to counter No3 and £3660
Ico counter No4 - while No8 was in the process ov rolling over! Consequently,
the cash left counter No8 in CAP 18 and arrived in counters Nos3 and 4 in CAP
h?. She eventually rolled the office, accepting the £9250 discrepancy and
then transfered £9250 from counter Nol to counter No8.
How was she able to transfer out of counter No8 while it was rolling over?
[END OF REFERENCE 20607319]
Responded to call type L as Category 40 -Incident Under Investigation
© response was delivered to: Powerlelp
[the Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
Jbate:28-dul-2000 15:27:00 User:Lionel Higman
the Call record has been assigned to the Team Member: Steve Warwick
fours spent since call received: 0 hours
jbate:31-Jul-2000 11:08:00 User:John Moran
PLEASE NOTE THAT IN CAP 18 THE R VS P DIFFERENCE AT THIS OFFICE WAS +
2750.00.
FUJ00072297
FUJ00072297
Date:31-gul-2000 12:57:00 User:Les Ong
{the Call record has been transferred to the Team: EPOSS-FP
liours spent since call received: 0 hours
ldate:01-Aug-2000 1
IF} Response
the Call record has been transferred to the Team: EPOSS-FP
[END OF REFERENCE 20689451]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerlelp
2:00 User:Barbara Longley
Jbate:02-Aug-2000 14:16:00 User:Lionel Higman
JOFP authorised categorisation C
flarget Release updated to M1
lhe call references have been updated. They are now:~
[ORIGINATOR : Phelp
PowerHelp : £-0007280842
ft Other : ¢
lbate:04-Aug-2000 09:22:00 User:David Seddon
KEL Reference added - DSeddon37L.htm
[the call references have been updated. They are now:~
RIGINATOR : Phelp
PowerHelp : £-0007280842
lr Other : c
ISSCKEL : DSeddon37L.htm
bate:04-Aug-2000 14:58:00 Uscr:David Seddon
Ir} Response :
Receipts and payments issues still being reported at this office. All of
hich seem to stem from the £9250 transfer detailed above.
caP17 difference of -£18500
cAP18 difference of +£27750
cAP19 difference of -£9250
ill attach the latest copy of the complete messagestore for further
investigation.
[END OF REFERENCE 20832457]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
Jbate:04-Aug-2000 15:25:00 User:David Seddon
Latest copy of complete messagestore added (Wouldn't let me update or zap the
lola copy!) .
lew evidence added - Latest complete message store - FAD182432 (up to 4
JDatc:07-Aug-2000 13:02:00 Uscr:Les Ong
[the Call record has been transferred to the Team: EPOSS=Dev
fours spent since call received: 0 hours
jbate:07-Aug-2000 13:32:00 User:Walter Wright
[fhe Call record has been assigned to the Team Member: Martin McConnell
fours spent since call received: .1 hours
lDate:07-Aug-2000 1
If} Response
the Call record has been assigned to EPOSS-Dev Team Member: Martin McConnell
[END OF REFERENCE 20869669]
kesponded to call type L as Category 40 -Incident Under Investigation
lhe response was delivered to: Powerlielp
9:00 User:Barbara Longley
lDate:08-Aug-2000 15:49:00 User:Martin McConnell
[fhe problem seems to be dow to JCA0O1 logged on to an indiviual StockUnit
"08" and being able to perform balances without any apparent warning.
jessage written <Id:3><Num:9935ish> for the balancing and <Id:4><Num:9033>
for one of the sums transferred out. Passing to Dave Linten for a ‘watchdog!
analysis.
[the Call record has been assigned to the Team Member: David Linten
Defect cause updated to 14:Development ~ Code
Hours spent since call received: 2 hours
Jbate:09-Aug-2000 13:10:00 User:Barbara Longley
FUJ00072297
FUJ00072297
FF) Response
the Call record has been assigned to EPOSS-Dev Team Member: David Linten
Defect cause updated to 14:Development ~ Code
[END OF REFERENCE 20914284]
Responded to call type L as Category 40 ~Incident Under Investigation
[the response was delivered to: PowerHelp
IDate:21-Aug-2000 0.
Ir} Response :
[fhe problem exists on line 11366 of the message store, whereby a user has
anaged to attach to an already attached individual Stock Unit. This can be
seen in the EPOSSUsers Collection for the Stock Unit "01". This problem,
therefore, is a failure in the logon checks within EPOSSStockUnit.
[END OF REFERENCE 21241999]
lkesponded to call type L as Category 42 -Product Error Diagnosed
fhe response has been flagged to the gateway team for validation
2:00 Uscr:Deleted User (David Linten Oct/00)
Date:05-Sep-2000 15:07:00 User:del (01/01 Denise Jackson)
ffarget Release updated to MiClone
Date:26-Sep-2000 14:10:00 User:Barbara Longley
If} Response +
fhe Call record has been assigned to EPOSS-Dev Team Member: David Linten
[END OF REFERENCE 21870839]
lkesponded to call type L as Category 42 -Product Error Diagnosed
the response was delivered to: Powerllelp
JDate:04-Oct-2000 06:44:00 Uscr:Walter Wright
[fhe Call record has been assigned to the Team Member: Gerald Barnes
liours spent since call received: .1 hours
lDate:04-Oct-2000 1
IF} Response :
the problem was caused by user JCAQ01 logging in on counter 4 ( see message
GroupId:182432><Id:4><Num:9008> ) whilst a stock unit was being balanced on
counter 3 where user JCAQ01 was already logged in. A message
kGroupId:182432><Id:3><Num:9921> was produced on counter 3 saying that the
session transfer had failed but in fact the log in succeeded and hence you
lot a user logged in to two terminals at once. This is a situation not
catered for in EPOSS code and hence you get the later problems already
ltescribed.
Inf it is desired to progress this further the bug must be assigned to the
lagent team to find out why the Stop Desk Transfer service failed to prevent
[the user logging in on counter 4 ( and subsequently doing the Transfer Out
hich caused the problems ).
{END OF REFERENCE 22010339]
Responded to call type L as Category 68 -Administrative Response
Hours spent since call received: 4.7 hours
the Call record has been transferred to the Team: EDSC
[the response has been routed to the gateway team for validation
5:00 Use
Gerald Barnes
IDate:04-Oct-2000 15:26:00 User:Paul Steed
the Call record has been assigned to the Team Member: Steve Squires
Hours spent since call received: 0 hours
IDate:04-Oct-2000 16:29:00 User:Steve Squires
If} Response :
Please progress
(END OF REFERENCE 22014134]
[Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
the Call record has been transferred to the Team: TSC-Dev
Hours spent since call received: 0 hours
Date: 05-Oct-2000 15:18:00 User:Barbara Longley
If} Response :
the Call record has been transferred to the Team: TSC-Dev
[END OF REFERENCE 22034877]
Responded to call type L as Category 40 Incident Under Investigation
the response was delivered to: PowerHelp
JDate:01-Nov-2000 15:46:00 User:Nick Lawman
the Call record has been assigned to the Team Member: Les Andrew
Hours spent since call received: 0.1 hours
FUJ00072297
FUJ00072297
[bate:14-Nov-2000 1
I} Response
fhe Call record has been assigned to the Team Member: Les Andrew
[END. OF REFERENCE 22939885]
Responded to call type Las Category 40 -Incident Under Investigation
[fhe response was delivered to: Powertelp
1:00 Userifara Millis
IDate:22-Nov-2000 10:24:00 User:Les Andrew
[there was a short period on live where the EPOSS code was out of step with
the StopDeskTransfer code. The EPOSS code was still writing USERLOCKREQUEST
bbbjects instead of using interfaces in the new UserLockRequest library. With
both sets of code now using the UserlockRequest library the problem should
not reoccur.
[the Call record has been transferred to the Team: EDSC
Defect cause updated to 26:Integration - Build
Hours spent since call received: 3 hours
JDate:22-Nov-2000 10:44:00 User:Barbara Longley
[the Call record has been transferred to the
Hours spent since call received: 0 hours
am: MSU=Indt Mgt
Date:22-Nov-2000 11:29:00 User:dohn Moran
fhe Call record has been assigned to the Team Member: John Moran
Hours spent since call received: .3 hours
lbate:24-Nov-2000 1
Ir} Response
[the Call record has been assigned to the Team Member: John Moran MSU
[END OF REFERENCE 23227595]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
(0:00 User:Tara Mills
bate: 30-Nov-2000 13:46:00 User:John Moran
IF} Response +
IAS this is fixed at CI45 then I am happy to close this call.
Please close this call.
[END OF REFERENCE 23415222]
Responded to call type L as Category 68 -Administrative Response
fours spent since call received: .3 hours
the Call record has been transferred to the Team: EDSC
[fhe response has been routed to the gateway team for validation
Date:30-Nov-2000 14:40:00 User:Barbara Longley
I} Response :
30/11/2000 13:46:18 - By John Moran - MSU
SS this is fixed at C145 then I am happy to close this call.
Please close this call.
closing as Reconciliation resolved.
[END OF REFERENCE 23417675]
Responded to call type L as Category 90 -Reconciliation - resolved
fours spent since call received: 0 hours
caLL PC0051327 closed: Category 90, Type L
[the response was delivered to: Powerilelp
730-Nov-2000 14:45:00 Uscr: Customer Call_
and time complete: 30/11/2000 14:48:51
service Complete (Confirmation) Received
Root Cause Integration - Build
Logger _Customer Call_ -- EDSC
Subject Product General/Other/Misc -- Reconciliation (version unspecified)
Assignee _Unassigned_ -- EDSC
Last Progress 30-Nov-2000 14:45 -- Customer Call_