FUJ00073008
FUJ00073008
Call Reference
PC0059762
Peak Incident Management System
Call Logger _Customer Call_ -- EDSC
Release Targeted At -- CSR-CI4R Top Ref E-0012110550
Call Type Live Incidents Priority
Contact EDSC Call Status
B -- Business restricted
Closed -- No fault in product
Target Date 18/12/2000 Effort (Man Days)
Summary C14 when pm prints out p&A report half of them i
Progress Narrative
bate:13-Dec-2000 14:57:00 User: Customer Call_
ALL PCO059762 opened
CALL PC0059762:Priority B:Callfype L - Target 18/12/00 14:57:19
1/12/00 09:39 C14 when pm prints out p&éA report half of them is missing,
land this is happening on giro deposits, withdrawals. This is only on counter
4. This problem has occured since Friday/Saturday.
1/12/00 09:50 uk081219
information: Asked pm for dates and times of transactions, he did not
have these. Obtained his username GGU001. He said that out
lof 17 P&A transactions for Firday that 8 of them is not
showing.
11/12/00 09:53 uk081219
lAccess Times: Mon - Sat 0900 - 1730
oes not close for lunch.
cess can be gained from 0830
1/12/00 10:12 gb083552
lAdvice: repeat call
jom wanted to know if the problem is being worked on and
now long it will be until a resolution will be avaliable.
advised the pm that the problem is being worked upon as we
speak and the po will be contacted asap.i cannot give a
specific time to being contacted but they will contact them soon.
11/12/00 10:13 uktemp39
information: nbsc called to say pm is waiting to hear from us. adv it
as being investigated. adv that pm can still use counter as
normal for giro transactions. will contact hsh5 to ensure pm
lis contacted asap for reassurance that the problem is being
ldealt with.
11/12/00 10:20 uktemp39
information: called pm to let him know that prob was being investigated
land counter can still be used. pmhtc
[11/12/00 15:42 GBo82303
lkepeat Call: took a call from rnm wanting inf. on how far this call has
lactten had to get info. stock unit is GG and an indiviual
lanit ask pm to do an engineer test and result was cannot
connect to the corresponding server that this had time out
[12/12/00 15:35 GB082760
Information: Time: PM thinks it was thought out the day ( Friday )
pate: 6.12.00 ( Friday )-
type of transaction: PsA
lsiro withdrawls
cheques listings
lational savings
letc.
lem said that it was on all reports, there was transactions
dissing off the report.
12/12/00 15:44 GBo82760
information: PM wants a call back ASAP as he is going to balance tomorrow.
9 GB081695
the rnm for the office has called please call him back and
3 uk080053
pm has been upgraded on 11/11 and has balanced fine since
then so this is not connected to upgrade
lam has not had any node disconnected messages
3/12/00 14:55 uk080053
information: this is just transactions on G stock and it doesn’t matter
hich counter
juser GGUOO1
there are missing and extra transactions for pensions
lsirobank, MVL's, green giros and also APS transactions
sits appeared on the report on the 7th
1705hrs £900 this ref was gained
from the trans log, 4-150872-2 1713hrs £1241.93
green giros from 7th until today have been missing £2701
laltogether from the reports
there were various amounts, £100, £200 and others
IkNM has been to site today and rectified the situation by
jreverseing and inputting correct figures
13/12/00 15:02 uk080053
Information: it is only the G individual stock that has been affected,
FUJ00073008
FUJ00073008
fll others are fine and this is the pm's stock, he is fairly
ell experienced at using the system
13/12/00 15:03 uk080053
Information: most transactions were put through on counter 4 but it
doesn't matter at all which counter they are logged onto the
same thing is happening
If} Call details
jpbiagnostician name:
Customer opened date 11/12/2000 09:39:56
Date:13—Dec-2000 15:32:00 User
ffarget Release updated to CSR=CI4R
Product EPOSS & DeskTop EPOSS added
I} Response :
lrrom the call log it seems that the transactions in question had been done on
counter 4. The update on 11/12 at 15:42 says that counter 4 was not
Jcomunicating.
this would cause the transactions that had been done on c
missing’ on the reports done on any of the other counters.
[the call text also says that the rmn has recified the situation. Therefore I
am not sure why this call has been sent to SSC.
[END OF REFERENCE 23743870]
Responded to call type L as Category 62 -No fault in product
fours spent since call received: 0 hours
Defect cause updated to 39:General - User Knowledge
CALL PC0059762 closed: Category 62, Type L
[fhe response was delivered to: Powertielp
unter 4 to be
JDate:13-Dec-2000 15:35:00 User: Customer Call_
bate and time complete: 13/12/2000 15:44:06
service Complete (Confirmation) Received
Root Cause General - User Knowledge
Logger _Customer Call_ -- EDSC
Subject Product. EPOSS & DeskTop -- EPOSS (version unspecified)
Assignee _Unassigned_ -- EDSC
Last Progress 13-Dec-2000 15:35 -- Customer Call _