FUJ00075563
FUJ00075563
Peak Incident Management System
_Customer Call_ -- EDSC
E-9907070288
B -- Business restricted
Closed -- Administrative Response
Call Reference PC0027581 Call Logger
Release Targeted At -- Horizon Future Unspecified Top Ref
Call Type Live Incidents Priority
Contact EDSC Call Status
Target Date 13/06/2001 Effort (Man Days) 0
Summary Mr Lui: Simultaneous Logon
All References Type Value
PowerHelp E-9907070288
Acceptance Incident : : AI0298L
Progress Narrative
foate:09-gul-1999 10:40:00 User: Customer Call_
CALL PC0027581 opened
CALL PC0027581:Priority C:CallType L - Target 16/07/99 11:40:38
lkeffering to call from Mr Lui, is concerned that when Mr Lui (FAD 261511) had
suggested that he had logged onto 2 counters (7/7/99 not sure what time) at
the same time. NBSC are concerned that this has happened as it is not
supposed to.07/07/99 20:08 wk059150 Information: Reassigning for
Jadditional information. Did the PM log into both counters or transfer the
session. Or did he qo onthe other counter under someone elses logon. Please
ldvise as this is unclearin the call he did. 07/07/99 20:23
vk066121 Information: PM Mr Lui -{ spoke to PM, was
printing final cash account (19:02°7/7799 Gall refs 9907070014/ 205/ 239/
263/ 272) which hung for an hour on counter 2, was asked to log onto gateway
to try to also print out final CA which printed off. The slave was still
showing ‘printing report’ while he was logged onto gateway and printing the
same report. Gateway started to show no entry signs on logout and other
icons but was unclear when. Office seemed to roll over alright and calls were
jclosed. NBSC were concerned that the PM had logged on to 2 counters but we
lhad done nothing about it. 07/07/99 20:45 uk066121 Information: It
is unclear as to wether the user was logged on to 2 counters, an explanation
is that he had just transferred sessions while one was apparently ‘hanging’.
BSC are more concerned that he had suggested he had and that HSH had not
taken him seriously. When I spoke Mr Lui was vague in what he had actually d
lone. 09/07/99 11:30 uk061353 Information: I an currently getting the
leventlogs for both counters so that SSC can look at them and confirm weather
the PMwas actuly logged onto both counters at the same time rather than the
sessiontransfer over to the other counter. 09/07/99 11:34 uk061353
‘counter 1 event log FILE ID 6461 Counter 2 event log FILE ID
IF) call details
jbiagnostician name:
Customer opened date 07/07/1999 19:36:14
JDate:09-gul-1999 10:56:00 Uscr:_Customer Call_
09/07/99 11:51 uk058269 hsh1 Information: Amanda from the NBSC called
requesting an update, she was advised that call is currently with 3rd line
support.
lDate:09-gul-1999 11:37:00 User:Patrick Carroll
\target Release updated to PDR - NR2/LT2
Product EPOSS & DeskTop EPOSS added
[fhe Call record has been assigned to the Team Member: Pat Carroll
Defect cause updated to 40:General - User
tours spent since call received: 0 hours
Date:09-dul-1999 12:11:00 Uscr:Barbara Longley
product EPOSS & DeskTop added
Oate:09-dul-1999 13:32:00 User:Patrick Carroll
lew evidence added - Mr Lui logged on at 2 ctrs same time
lew evidence added ~ messagestore
IF} Response :
pM has seemed to be able to log on to both counters.
First attachment shows time oredered message from both counters, second is
complete messagestore.
iB Counter 2 was re-booted at 17:50:53 BST on 7/7/99
[END OF REFERENCE 11761979]
esponded to call type L as Category 38 Potential Problem Identified
[the response was delivered to: Powerllelp
[fhe Call record has been transferred to the Team: QFP
FUJ00075563
FUJ00075563
flours spent Since call received: 2 hours
Jbate:09-dul-1999 14:21:00 User:Lionel Higman
arget Release updated to PDR - CSR
he Call record has been assigned to the
Hours spent since call received: 0 hours
Team Member: Pauline Kenna
ldate:09-dul-1999 15:34:00 User:Deleted User (Pauline Kenna feb01)
If) Response :
Ir am unable to download the complete message store - can you provide a
essage store just for 1/7/99 - all counters. Thanks
{END OF REFERENCE 11765644]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response has been flagged to the gateway team for validation
the Call record has been transferred to the Team: EDSC
liours spent since call received: .3 hours
jbate:12-ul-1999 08:36:00 Uscr:Barbara Longley
[the Call record has been assigned to the Team Member: Pat Carroll
Hours spent since call received: 0 hours
Date:12-dul-1999 10:55:00 User:Patrick Carroll
lew evidence added - 7 July as requested.
the Call record has been transferred to the Team: EPOSS-Dev
Defect cause updated to 99:General - Unknown
Hours spent since call received: .2 hours
JDate:42-gul-1999 15:46:00 User:Deleted User (Pauline Kenna feb01)
{the Call record has been transferred to the Team: QFP
liours spent since call received: 0 hours
Date:12-Jul-1999 15:48:00 User:Deleted User (Pauline Kenna feb01)
fhe Call record has been assigned to the Team Member: Pauline Kenna
fours spent since call received: 0 hours
bate:13-dul-1999 0
IF} Response
From looking at the message store, it does apppear that user SLU001 was
hogged on at both counter 1 and counter 2 at thi e time.
h7:22:55 SLU001 logs on to counter 2 causing Sis to be logged of counter
7:25:42 SLUOO1 logs on to counter 1
37 SLUOO1 produces CA and at 18:02 office is rolled from CAP 14 to 15
00 SLUQ01 is logged of counter 2
31 SLUOO1 logs into counter 2
5:08 SLUOO1 logged out of counter 1
loving to EPOSS-Pre-Dev for further investigation.
[END OF REFERENCE 11783367]
Responded to call type L as Category 38 -Potential Problem Identified
[the response has been flagged to the gateway team for validation
[the Call record has been transferred to the Team: EPOSS-Pre-Dev
tours spent since call received: 0 hours
4:00 Uscr:Deleted User (Pauline Kenna feb01)
Date:13-Jul-1999 09:52:00 User: Customer Call_
13/07/99 10:52 uk066237 hshl Information: Sue from NSBC called for an
lupdate advised that the call is still with Second
line.
[Date:13-Jul-1999 13:34:00 User:Deleted User (Mark McGrath left Jul/00)
fhe Call record has been transferred to the Team: EPOSS=Dev
tours spent since call received: 0 hours
[the Call record has been assigned to the Team Member: Mark McGrath
Hours spent since call received: 0 hours
Date:14-Jul-1999 09:29:00 User: Customer Call_
14/07/99 10:27 uk056191 HSH1 Information: Cath from NBSC chased for
jupdate will contact 3rd
hine
IDatc:44-dul-1999 09:40:00 Uscr:Barbara Longley
IF} Response +
whe Call record has been assigned to BPOSS-Dev Team Member: Mark McGrath
(END OF REFERENCE 11794225]
FUJ00075563
FUJ00075563
Responded fo call type b as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
JDaté:14-dul-1999 09:41:00 User: Customer Call_
[14/07/99 10:35 uk056191 HSH1 Information: Requested update of Barbara
14/07/99 10:36 uk056191 HSH1 Information: Barbara advised :- call is
ith the development team potential problem has been identified. Being
jprogressed today. Barbara could give no eta on call
leix
bate:14-Jul-1999 09:45:00 User:Barbara Longley
If} Response :
lave spoken to HSH (Manchester) and informed them that call is with
Development - potential problem has been identified but still being
rogressed. Sue from NBCS was chasing for a closure date, but I informed HSH
that this was not possible.
[END OF REFERENCE 11794289]
lzesponded to call type L as Category 38 -Potential Problem Identified
the response was delivered to: Powerllelp
jbate:14-dul-1999 15:07:00 User:Deleted User (Mark McGrath left Jui/00)
IF) Response
Responded to call type 1, as Category 32 -QFP Awaiting Action
the response has been flagged to the gateway team for validation
the Call record has been transferred to the Team: QFP
tours spent since call received: 6 hours
JDate:15-gul-1999 0
lf} Response
Routing to EPOSS FP for internal assessment of requirement by Les.
[END OF REFERENCE 11801248]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response has been flagged to the gateway team for validation
4:00 User:Phil Hemingway
jDate:15-dul-1999 06:25:00 User:Phil Hemingway
Ithe Call record has been transferred to the Team: EPOSS-FP
ours spent since call received: 0.1 hours
JDate:16-dul-1999 10:57:00 User:Deleted User (Asim Mushtaq feb01)
If} Response
lkesponse Category changed to 54, at request of QFP.
[END OF REFERENCE 11814834]
Responded to call type L as Category 54 -Live Fix Impact Required
tours spent since call received: 0 hours
[the response has been flagged to the gateway team for validation
Date: 20-Jul-1999 15:54:00 User:_Customer Call_
20/07/99 15:58 UKO61801 HSH1 Information: Sue fromNBSC called for an update
advised that the call is
still being progressed at the 3rd line.
JDate:24-Jul-1999 08:00:00 User: Customer Call_
24/07/99 08:31 UK0631336 HSH1 Information: Shaun at NBSC called for an
update advised him it was with
development
Date: 28-Jul-1999 08:40:00 User:Deleted User (Mark McGrath left Jul/00)
(0 extra progress to date - Les is on holiday. I shall attempt to find
someone else who may know the business requirement for this one.
- Austin
Date: 30-dul-1999 14:21:00 User: Customer Call_
28/07/99 12:05 uk066121 HSH1 Information: Sue at NBSC called in for update
30/07/99 15:18 UKO61824 HSH1 Information: sue at NBSC has phoned cahsing
call ~ and is asking when
will it be resolved as it has been open a long time now.
lDate:04-Aug-1999 10:23:00 User:Barbara Longley
Have spoken to Lionel Higman in QFP bringing to his atention that this call
nas not been updated despite several requests. He will look into this as call
iis now a month old.
FUJ00075563
FUJ00075563
Date: 04-Aug-1999 1
IF} Response
lkesponded to call type L as Category 96 -Insufficient evidence
Hours 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
3:00 User:Steve Warwick
IDate:04-Aug-1999 15:25:00 Uscr:Barbara Longley
jote that Steve Warwick's update is hidden under Ref:11963785
If} Response :
call being routed back to Pat Carroll - EDSC for more evidence.
[END OF REFERENCE 11964060]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
the Call record has been assigned to the Team Member: Pat Carroll
Hours spent since call received: 0 hours
Jbatc:09-Aug-1999 10:52:00 Uscr:Deirdre Conniss
lrix authorised at RMF 6/8/99 for CSR
Date:09-Aug-1999 11:25:00 User:Deirdre Conniss
Fix authorised at RMF 6/8/99 for CSR.
JDate:11-Aug-1999 09:54:00 User: Customer Call_
1/08/99 10:46 UKO61801 HSH1 information: shaun from nbsc chasing the call -
ladvised will edse for
follow up
Dat e:1-Aug-1999 09:59:00 User: Customer Call_
H1/08/99 10:55 UKO61801 HSH1 information: Spoke with barbara at edsc - will
lupdate the call
JDate:11-Aug-1999 10:32:00 User:Barbara Longley
lr} Response :
call curently with Pat Carroll in EDSC - Deirdre Conniss (RMF) has added that
fix authorised at RMF 6/8/99 for CSR.
[END OF REFERENCE 12020601]
responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: Powerlelp
Date: 20-Aug-1999 12:10:00 User:Patrick Carroll
If} Response +
itn the current context SSC believe that a more robust response is required to
this PinICL. It is not felt that we can return the latest test as a closure
reason to the customer-... can we get a better line on this please.
[END OF REFERENCE 12127130]
lkesponded to call type las Category 40 -Incident Under Investigation
[fhe response was delivered to: Powerlelp
fhe Call record has been transferred to the
Hours spent since call received: 0 hours
lDate:20-Aug-1999 13:41:00 Uscr:del (05/01 John McLean)
IThe Call record has been assigned to the Team Member: Nam Pandher
Hours spent since call received: 0 hours
jDate:23-Aug-1999 14:06:00 Uscr:deleted Nam Pandher Feb02
lthe Call record has been transferred to the Team: EPOSS-FP
Hours spent since call received: 0 hours
Date: 23-Aug-1999 15:08:00 User:Barbara Longley
If} Response :
the Call record has been transferred to the Team: EPOSS-FP
[END OF REFERENCE 12146739]
kesponded to call type Las Category 40 Incident Under Investigation
[fhe response was delivered to: PowerHelp
jDate:31-Aug-1999 09:06:00 User: Customer Call_
31/08/99 09:59 uk035390 HSH1 Information: Sue Counter from NBSC has called
lin for an update, would we
ladvise how much longer this investigation will take as iot
has been going on since July
FUJ00075563
FUJ00075563
[Date: 31-Aug-1999 09:12:00 User: customer Call_
31/08/99 10:08 uk035390 HSH1 Information: Spoken to Barbara at EDSC and she
ladvised that there was a
fix applied. on the 6th August, I should advise SC of this ,
called Sue she was unavailable. Will try again later.
bate: 31-Aug-1999 09:35:00 User: Customer Call_
[31/08/99 10:31 uk035390 HSH1 Information: Spoken to Ann at NBSC she will
pass the message to Sue
counter as she is in a meeting . So at this point there is no
lupdate from NBSC for EDSC
Date: 06-Sep-1999 08:51:00 User: Customer Call_
06/09/99 09:45 UKO61801 HSH1 information: sue from the nbs
to know the progress of
the call. Advised of prev log, would like call chased to find
jout at what stage the call is at - has the fix been tested?
called wanting
Date:06-Sep-1999 0:
If} Response
lave emailed Nam Pandher at EPOSS-FP requesting an update if possible.
{END OF REFERENCE 12258723]
lkesponded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: Powerllelp
5:00 User:Barbara Longley
lDate:07-Sep-1999 16:39:00 User: Customer Call_
07/09/99 17:34 uk061537 HSH1 Repeat Call: Sue @ NBSC has called. Advisaed
her that this call was
still under investigation, Third line were chased.
Date: 20-Sep-1999 09:09:00 User: Customer Call_
20/09/99 10:07 uk066121 HSH1 Information: Sue@NBSC has called chasing this
cal.
JDate:20-Sep-1999 09:12:00 User: Customer Call_
20/09/99 10:10 uk066121 HiSH1 Information: Spoke to Barbara Longley who will
chase this call.
lDate: 20-Sep-1999 0:
If} Response :
call currently wirh EPOSS-FP - I have been trying to contact Nam Pandher
ithout any success to get call updated.
[END OF REFERENCE 12434397]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
730:00 User:Barbara Longley
Date:21-Oct-1999 11:55:00 User: Customer Call_
21/10/99 12:44 UKO61825 HSH1 Repeat Call: Sue from NBSC chasing for an
lpdate, advised will chase 3rd
line.
JDate:21-Oct-1999 11:59:00 User:_Customer Call_
21/10/99 12:49 UK061825 HSH1 Information: Voiced ssc for update, they shall
hook into it.
[Date :03-Nov-1999 15:53:00 User:Deleted User (David Linten Oct/00)
Ir} Response :
lsrian, I have tested this in CSR+ & CSR and you can infact log on to two
counters at the same time. Please could you have a look at this problem for
me cheers.
[END OF REFERENCE 13226249]
lkesponded to call type L as Category 40 -Incident Under Investigation
the response has been flagged to the gateway team for validation
the Call record has been transferred to the Team: EPOSS-Pre-Dev
Hours spent since call received: 0 hours
[the Call record has been assigned to the Team Member: Brian Orzel
ce call received: 0 hours
Hours spent si:
IDate:09-Nov-1999 12:21:00 User:Del (04/03 Brian Orzel)
It don't have time to progress this further right now. Once we have proven
that this can be reproduced on a clean Escher build from a documented script
then I will send it on to Escher. We have not done so yet, although Deve
FUJ00075563
FUJ00075563
frecons he can reproduce It in development which is the first stage, Is ac
priority appropriate? I would call it a B as at first glance it could have a
fair bit of business impact.
Jbate:10-Nov-1999 09:01:00 User:Lionel Higman
the call references have been updated. They are now:—
RIGINATOR : Phelp
PowerHelp : E-9907070288
lt Acceptance Incident : Al0298L
bate:41-Nov-1999 11:57:00 User:Barbara Longley
IF} Response :
o9/11/1999 12:21:45 - By Brian Orzel - EPOSS Pre-Dev
It don't have time to progress this further right now. Once we have proven
that this can be reproduced on a clean Escher build from a documented script
then I will send it on to Escher. We have not done so yet, although Deve
recons he can reproduce it in development which is the first stage. Is a C
jpriority appropriate? I would call it a B as at first glance it could have a
fair bit of business impact.
[END OF REFERENCE 13395592]
Responded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
Jbate:12-Nov-1999 12:01:00 User:Lionel Higman
target Release updated to CSR-CI4
Date:22-Nov-1999 13:37:00 User: Customer Call_
22/11/99 13:38 uk060567 HSH1 Repeat Call: Sue @ NBSC called chasing this
call
Date:03-Dec-1999 1
Ir} Response :
liave omailed Brian Orzel in EPOS
[END OF REFERENCE 13886307]
Responded te call type Las Category 40 -Incident Under Investigation
[the response was delivered to: Powerlielp
8:00 Uscr:Barbara Longley
Pre-Dev asking him to update this call,
jbate:05-Jan-2000 13:17:00 User:Del (04/03 Brian Orzel)
Ir have no forecast as to when I will look at this whilst it remains a C
priority. Brian
Jbate:02-Feb-2000 11:36:00 User:Lionel Higman
joving to Escher-Dev and raising to B priority at request of Escher
coordination Meeting.
CALL PC0027581:Priority B:CallType L - Target 14/07/99 10:40:38
[fhe Call record has been transferred to the Team: Escher-Dev
Hours spent since call received: .1 hours
the Call record has been assigned to the Team Member: Brian Orzel
Hours spent since call received: 0 hours
IDate:03-Mar-2000 11:25:00 User:Barbara Longley
If} Response :
the Call record has been assigned to Escher-Dev Team Member: Brian Orzel
[END OF REFERENCE 16134584]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: Powerllelp
IDate:16-Mar-2000 12:01:00 User:Del (04/03 Brian Orzel)
sorry for the delay which was due to pressure of work.
I have reproduced this at Build 223 so it will continue to be an issue at CI4.
the implementation appears to have changed, so it will require retest.
riting to Escher with the evidence attached to this call today. Brian
lew evidence added - Commented message store extract
[the Call record has been assigned to the Team Member: At-Escher
Hours spent since call received: 6.5 hours
joate:1@-May-2000 14:58:00 User:Lionel Higman
target Release updated to CSR-CI4U1
Date: 25-May-2000 07:49:00 User: Customer Call_
lEMPTY 25/05/00 08:45 uktemp27 HSH1 Information: The Call record has been
Jassigned to the Team Member:
FUJ00075563
FUJ00075563
E-Rscher
3/16/2000 13:01:28 - By Brian Orzel
Hours spent since call received: 6.5 hours
5/18/2000 15:58:15 - By Lionel Higman
frarget Release updated to CSR-C14U1
pasted from pinICL for information only.
jDate:16-Jun-2000 14:46:00 User:Lionel Higman
jfarget Release updated to CSR-CI4L1
JDate:19-Tun-2000 12:34:00 Uscr:Del (04/03 Brian Orzel)
mail to Dave at Escher.
jDate:04-Jul-2000 10:24:00 User: Customer Call_
leery 04/07/00 11:22 uk079680 HSH1 Information
this call
Mailed B Longley to chase
lDate:04-su1-2000 1.
Ir} Response :
lisH are chasing for an update on this call
call currently At-Escher - Escher-Dev
[END OF REFERENCE 19723002]
lkesponded to call type L as Category 40 Incident Under Investigation
[the response was delivered to: Powerllelp
8:00 User:Deleted User (Anna Croft Sep/00)
Date:05-Jul-2000 09:05:00 User:Lionel Higman
[his PinICL has been assigned a CS categorisation of C (fix for first
intenance release). Target Release set to M1 to reflect the categorisation.
jfarget Release updated to MI
lDate:10-gul-2000 1
Ir} Response +
call currently with Escher Dev
05/07/2000 10:05:34 - By Lionel Higman
[this PinICL has been assigned a CS categorisation of C (fix for first
intenance release). Target Release set to Ml to reflect the categorisation.
Jo5/07/2000 10:05:34 - By Lionel Higman
lfarget Release updated to M1
[END OF REFERENCE 19953865]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
5:00 Uscr:Barbara Longley
jbate:14-ul-2000 07:07:00 Uscr:Del (04/03 Brian Orzel)
email from Escher - Issue still open. Brian
lDate:26-dul-2000 14:06:00 User:Barbara Longley
If) Response +
4/07/2000 08:07:34 - By Brian Orzel - Escher-Dev.
kmail from Escher - Issue still open. Brian
[END OF REFERENCE 20516599]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
Date: 28-gui-2000 19:15:00 User:QFP -Administrator
target Release updated to M1
jOFP authorised categorisation C
fhe call references have been updated. They are now:-
RIGINATOR : Phelp
PowerHelp 9907070288
\cceptance Incident : AI0298L
ft Other : c
[Date:05-Sep-2000 14:57:00 Uscr:del (01/01 Denise Jackson)
target Release updated to MiClone
[Dat e:08-Sep-2000 16:08:00 Uscr:Del (04/03 Brian Orzel)
ferbal communication that a race condition had been found and fixed in an 223
Update 19 beta. No cade released as yet. Brian
Date:15-Sep-2000 08:07:00 User:Del (04/03 Brian Orzel)
jow formally fixed in Build 223 update 19 which was released overnight. Brian
FUJ00075563
FUJ00075563
fhe Call record has been transferred to the Team: EPOSS-Rel
fours spent since call received: 3 hours
bate: 26-Sep-2000 14:22:00 Uscr:Barbara Longley
lf) Response :
fhe Call record is currently with the Team: EPOSS-Rel,
[END OF REFERENCE 21871216]
Responded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
Date:27-Sep-2000 17:24:00 User:Clifford Sawdy
If} Response :
Link testing WP9903
It understand from the limited info above, that a user, may log himself on to
the system at a gateway and slave counter at the same time. Assuming there
lare no more subtle issues here, riposte 19 has made no change to this fault.
It simply entered a user's name and password at both counters and selected
lenter. I was logged on at the gateway and slave.
[END OF REFERENCE 21904812]
lkesponded to call type 1 as Category 50 -Fix Failed
the response has been flagged to the gateway team for validation
the Call record has been transferred to the Team: QFP
Hours spent since call received: 0.2 hours
lbate:27-Sep-2000 20:42:00 User:del (05/01 John McLean)
the Call record has been assigned to the Team Member: Les Ong
tours spent since call received: 0 hours
Jate:27-Sep-2000 20:45:00 User:del (05/01 John McLean)
the Call record has been transferred to the Team: Escher-Dev
iours spent since call received: 0 hours
IDate:27-Sep-2000 20:46:00 Uscr:del (05/01 John McLean)
fhe Call record has been assigned to the Team Member: Brian Orzel
fours spent since call received: 0 hours
[Date:29-Sep-2000 07:10:00 UscriDel (04/03 Brian Orzel)
[Please retest on the latest build and then return the call to Escher-Dev. I
have already informed Escher.
Ithe Call record has been transferred to the Team: EPOSS-Rel
Hours spent since call received: .1 hours
lDate:29-Sep-2000 0
If} Response =
the Call record has been transferred to the Team: EPOSS-Rel
[END OF REFERENCE 21930219]
Responded to call type L as Category 50
lhe response was delivered to: Powerllelp
4:00 User:Barbara Longley
ix Failed
Jbate:04-Oct-2000 0
Ir}. Response
Link testing WP9903 at Riposte 20
INo change. Same user logged on at both gateway and slave simultaneously.
Please return to Escher for investigation.
[END OF REFERENCE 21995221]
Responded to call type L as Category 50 -Fix Failed
the response has been flagged to the gateway team for validation
[the Call record has been transferred to the Team: QFP
Hours spent since call received: 0.2 hours
8:00 User:Clifford Sawdy
jDate:04-Oct-2000 08:56:00 Uscr:Les Ong
[the Call record has been transferred to the Team: Escher-Dev
fours spent since call received: 0 hours
IDate:04-Oct-2000 14:33:00 Uscr:Gareth Jenkins
[the Call record has been assigned to the Team Member: Brian Orzel
fours spent since call received: 0 hours
lDate:04-Oct-2000 15:58:00 Uscr:Barbara Longley
IF} Response
fhe Call record has been assigned to the Escher—Dev Team Member: Brian Orzel
{END OF REFERENCE 22012647]
FUJ00075563
FUJ00075563
[Responded to call type Las Category 50 -Fix Failed
the response was delivered to: Powertlelp
lDate:05-Oct-2000 09:17:00 User:De1 (04/03 Brian Orzel)
It have attached an example of simultaneous logon at Update 20. The window
as wide and it was not hard to reproduce. Brian
lew evidence added - Example of dual logon at 223 Update 20
[fhe Call record has been assigned to the Team Member: At-Escher
Hours spent since call received: .4 hours
Date:05-Oct-2000 14:21:00 User:Barbara Longley
If} Response :
[the Call record has been assigned to the Team Member: At-Escher
[END OF REFERENCE 22031743]
Responded to call type L as Category 50 -Fix Failed
the response was delivered to: PowerHelp
bate:11-Oct-2000 12:43:00 User:Del (04/03 Brian Orzel)
lkesponse from Escher
27581 - We believe that the login process is functioning as designed and
will not be addressing this issue.
I will try and investigate further, and consult with Chris
fhe Call record has been assigned to the Team Member: Brian Orzel
tours spent since call received: 0 hours
Date:11-Oct-2000 1
IF} Response
fhe Call record has been assigned to the Escher-Dev Team Member: Brian Orzel
[END OF REFERENCE 22142333]
Responded to call type L as Category 50
the response was delivered to: Powerllelp
9:00 User:Barbara Longley
Fix Failed
Date: 24-Oct-2000 08:11:00 User:Del (04/03 Brian Orzel)
Still outstanding against m
[Date:05-Jan-2001 09:35:00 User:Del (04/03 Brian Orzel)
[the call summary has been changed from:—
Reffering to call from Mr Lui, is concerned that w
{the call summary is now:-
ir Lui: Simultaneous Logon
jbate:07-dan-2001 12:09:00 User:Lionel Higman
lagreed @ OFP
ffarget Release updated to DTL - unknown
[the call references have been updated. They are now:-
RIGINATOR : Phelp
PowerHelp : E-9907070288
lAcceptance Incident : Al0298L.
Other : ¢
lr Other : S10
joate:23-dan-2001 10:11:00 User:Lionel Higman
the call references have been updated. They are now:
ORIGINATOR : Phelp
Powerlielp : E-9907070288
lAcceptance Incident : AI0298L
ther : C
If Other : Post M1
IDate:24-dan-2001 09:33:00 User: Customer Call_
EMPTY 24/01/01 09:32 uk081626 HSH1 Information: 05/01/2001 09:35:21 - By
Brian orzel
[the call summary has been changed from:~
lReffering to call from Mr Lui, is concerned that w
[the call summary is now
ir Luiz Simultaneous Logon
o7/01/2001 12:09:32 - By Lionel Higman
lagreed @ QFP
lo7/01/2001 12:09:32 - By Lionel Higman
lfarget Release updated to DPL - unknown
o7/01/2001 12:09:32 - By Lionel Higman
[the call references have been updated. They are now:-
RIGINATOR : Phelp
PowerHelp : E-9907070288
Acceptance Incident : AI0298L
ther 2 C
FUJ00075563
FUJ00075563
fF Other + S10 24/01/01 09:34 uk0sle26 USHI Information? 23/01/2001 T0:iis16
I By Lionel Higman
Ihe call references have been updated. They are now:-
RIGINATOR : Phelp
lpowerHielp 9907070288
lAcceptance Incident : AI0298b
ther : C
It Other : Post M1
Date:25-dan-2001 15:05:00 User:Tara Mills
If) Response :
fhe Call record has been assigned to the Escher-Dev Team Member: Brian Orzel
[END OF REFERENCE 24391258]
Responded to call type L as Category 50 -Fix Failed
the response was delivered to: PowerHelp
Date:13-Feb-2001 14:33:00 User:Del (06/01 Rebecca Berger)
the call references have been updated. They are now:-
RIGINATOR : Phelp
Rowertielp : £-9907070288
cceptance Incident : AT0298L
other : ¢
jt Other : Post Mi
Release PinICL : Pco062441
[Date:20-Feb-2001 16:25:00 User:Lionel Higman
lfarget Release updated to C14S10
jbate:21-Mar-2001 14:08:00 User:Del (04/03 Brian Orzel)
[fhe Call record has been assigned to the Team Member: Parked
ours spent since call received: 0 hours
jate:05-Apr-2001 13:59:00 Uscr:Barbara Longley
If} Response :
fhe Call record has been assigned to Escher-Dev Team Member: Parked
[END OF REFERENCE 25624413]
lkesponded to call type L as Category 50
[fhe response was delivered to: PowerHelp
ix Failed
Jbate:10-dun-2001 07:52:00 User:SMC User 1
[fhe Call record has been transferred to the Team: EDSC
fours spent since call received: 0 hours
lbate:10-gun-2001 0:
If} Response :
the call is being closed temporarily so that the OTI link
[END OF REFERENCE 26425970]
Responded to call type L as Category 68 -Administrative Response
fours spent since call received: 0 hours
CALL PC0027581 closed: Category 68, Type L
the response was delivered to: PowerHelp
8:00 User:SMC User 2
san be changed.
Jbate:10-un-2001 10:30:00 User: Customer Call_
bate and time complete: 10/06/2001 11:22:59
service Complete (Confirmation) Received
jDate:10-dun-2001 15:13:00 User: Customer Call_
CALL PC0027581 Reopened: This incident has been reopened
CALL PC0027581:Priority B:CallType L - Target 13/06/01 2
leMpry
0/06/01 16:13 GBOB2222
reopen OTI: * NULL TEXT SUPPLIED *
IF} Call details
Diagnostician name:
Jate:10-dun-2001 15:25:00 User:SMC User 4
lm) Response :
[the last response entered before the OTI closure still applies -see details
labove
[END OF REFERENCE 26442737]
lkesponded to call type L as Category 50 -Fix Failed
[fhe response has been flagged to the gateway team for validation
FUJ00075563
FUJ00075563
[Date:10-dun-2001 15:29:00 Uscr:SMe User 4
the Call record has been transferred to the Team: Escher-Dev
ours spent since call received: 0 hours
[the Call record has been assigned to the Team Member: Parked
tours spent since call received: 0 hours
Jbat¢:13-Jun-2001 08:41:00 User:Lionel Higman
ffarget Release updated to DTL ~ unknown
bate:13-Jun-2001 09:14:00 Uscr:bionel Higman
the call references have been updated. They are now:-
[pRIGINATOR : Phelp
Iv Powertielp : E-9907070288
\cceptance Incident : AT0298L
pate:14-Jun-2001 13:02:00 User:Lionel Higman
ffarget Release updated to CI4S10R
jDate:i4-dun-2001 1:
s per meeting today.
the Call record has been transferred to the Team: EPOSS-FP
fours spent since call received: 20 hours
1:00 User:Del (04/03 Brian Orzel)
lbate:21-dun-2001 1
IF}. Response
[the Call record has been transferred to the Team:
[END OF REFERENCE 26652255]
Responded to call type L as Category 50
the response was delivered to: Powerlelp
7:00 User:Barbara Longley
x Failed
lbate:13-gul-2001 0
If} Response
hat appears to have happened is that Escher took this on board to fix,
failed to make any real difference, and are now saying it is working as
lesigned. Surely it can not be by design that a user can log on
simultaneously on two counters. I do not believe that controlling logging on
land off of users at this level is an application function. This needs to go
to Escher as a definite deficiency.
[END OF REFERENCE 26968502]
lnesponded to call type L as Category 42 -Product Error Diagnosed
fhe response has been flagged to the gateway team for validation
[the Call record has been transferred to the Team: Escher-Dev
befect cause updated to 26:Integration - Build
fours spent since call received: 1 hours
8:00 Uscr:Walter Wright
Date:13-dul-2001 08:59:00 User:Barbara Longley
IF) Response :
the Call record has been transferred to the Team: Escher-Dev
[END OF REFERENCE 26968992]
Responded to call type L as Category 42 -Product Error Diagnosed
the response was delivered to: Powerllelp
jbate:13-gul-2001 11:18:00 User:De1 (04/03 Brian Orzel)
lalters analysis isn't far out. He wasn’t present at the meeting of the 14th
here I think it was agreed that the EPOSS guys would try to create a
jorkround for what in my opinion is an Escher bug. (Simultaneous logon should
ideally be allowed if the lan is disconnected only.) I am returning this to
FP for visability, but would be happy to have it back for my "Parked" pinicl
stack. If any manager wants to argue the case with Escher I would be
kielighted. Brian
jDate:13-Jul-2001 11:19:00 User:Del (04/03 Brian Orzel)
Ithe Call record has been transferred to the Team: QFP
Defect cause updated to 42:Gen - Outside Pathway Control
ours spent since call received: 0 hours
jOate:13-dul-2001 12:47:00 User:Barbara Longley
lk} Response +
[the Call record has been transferred to the Team: QFP
[END OF REFERENCE 26973991]
Responded to call type L as Category 42 -Product Error Diagnosed
the response was delivered to: PowerHelp
FUJ00075563
FUJ00075563
[bate:13-Jul-2001 13:23:00 User:Lionel Higman
Brian, I have now discussed this with both you and Mark Scardifield. This is
clearly a bug in the Supplier's code and as you say, management pressure must
Ibe brought to bear as necessary to make the Supplier accept and respond to
[that fact. Firstly to that end, can you demonstrate that the problem still
exists in the latest Riposte release and record your findings in this PinICL,
together with a description of how you reproduced it (at a keystroke level if
necessary) .
in the mean time, our Customer continues to suffer from the problem, and we
must seek to ameliorate this as best we may. I have therefore asked Mark to
reconsider the possibility of an EPOSS work around targetted at late S10R if
jpossible else BI 3. When I have his response I will update this call again.
bionel
fhe Call record has been transferred to the Team: Escher-Dev
fours spent since call received: 0 hours
baté:13-dul-2001 14:29:00 User:Barbara Longley
lf) Response
[the Call record has been transferred to the Team: Escher-Dev
[END OF REFERENCE 26976583]
lkesponded to call type L as Category 42 -Product Error Diagnosed
{the response was delivered to: Powerlelp
jdate:23-dul-2001 16:02:00 User:Gareth Jenkins
the Call record has been assigned to the Team Member: Ctr-Inbox
fours spent since call received: 0 hours
jdate:24-dul-2001 12:49:00 User:Barbara Longley
IF} Response =
the Call record has been assigned to the Team Member: Ctr-Inbox
[END OF REFERENCE 27085809]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
JDate:07-Aug-2001 13:12:00 Uscr:Lionel Higman
target Release set to BI 2; priority set to B following Escher PinICL Review.
ffarget Release updated to BI_2
[Dat e:23-Jan-2002 10:53:00 Uscr:Del (04/03 Brian Orzel)
\The Call record has been assigned to the Team Member: Parked
ours spent since call received: 0 hours
Jbatc:23-Jan-2002 15:05:00 User:Barbara Longley
IF} Response
call has been assigned to Escher-Dev ‘Team Member: Parked
[END OF REFERENCE 28696525]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
bate:30-dan-2002 13:34:00 User:Lionel Higman
IR reset at request of Brian 0.
lfarget Release updated to Future Unspecified
Date:07-Feb-2002 09:16:00 User:Del (04/03 Brian Orzel)
If} Response :
closed at management request. (Ian's instruction with no objection form Mik)
ir Lui is no longer employed by the Post Office and has not been for some
lvears.
should the problem reoccur then please reoppen this call.
[END OF REFERENCE 28817209]
Responded to call type L as Category 68 ~Administrative Response
Hours spent since call received: 0 hours
he Call record has been transferred to the Team: EDSC
Ihe response has been routed to the gateway team for validation
Date:07-Feb-2002 09:29:00 Uscr:Barbara Longley
IF} Response :
o7/02/2002 09:16:01 - By Brian Orzel
closed at management request. (Ian's instruction with no objection from Mik
Peach)
lr Lui is no longer employed by the Post Office and has not been for some
years.
Should the problem reoccur then please reopen this call.
closing as Admin.
[END OF REFERENCE 28817711]
Responded to call type L as Category 68 -Administrative Response
FUJ00075563
FUJ00075563
flours spent since call received: 0 hours
JDate:07-Feb-2002 09:30:00 User:Barbara Longley
CALL PC0027581 closed: Category 68, Type L
the response was delivered to: Powertlelp
Root Cause Gen - Outside Program Control
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- EPOSS (version unspecified)
Assignee _Unassigned_ -- EDSC
Last Progress 07-Feb-2002 09:30 -- Barbara Longley