FUJ00075627
FUJ00075627
Peak Incident Management System
POA Deleted User -- Deleted Team ]
NER - No Fix Reqd
Business Integration Testing Incidents/Defeets IC -- Progress restricted
DeletedContact [Closed -- No fault in product
28/07/2001
10.
IDWE2E2 - OBCS/APS/EPOSS SLA figures incorrect
Date:24-Jun-1999 15:09:00 User:Alan Matthews
CALL PC0026997 opened
References entered are:-
Product DW/MIS added
target Release entered: DTL - unknown
IDWEZE2 - OBCS/ EPOSS SLA figures incorrect
JBTTO4 rig at LT2
SLAM Performance Measur
nput of a number of APS/OB
offices were in fallback.
umentation for CON
PW106 and PW107 were checked following the
transactions on 19/02/2000. No post
nding data (DW/DOC/010 version 1.29) describes
conds) but are given
all these figures as having performance unit of SEC
las percentages.
pwi05 and PW107 gave a result of 100.008
ty understanding is that the perfo:
+ 100.
Pw ult of 98,99 which seems to be MAL / Benchmark Trans Time *
00 though this may be coincidental. In any case, how can the Benchmark
be higher than the MAL for any performance measure?
8g resul! 115.08, PW110 gave a result of 109.74,
result of 105.26 which all seem to be MAL / Benchmark Trans Time * 100.
it significant that these figures are expressed
these are more than 100%, why are other, apparently
Pw105, PW107, PH109, PW111 equal to 100% ?
bump attached
CALL PC002699
uld be Achievement / MAL
16 gave 2
more than 100% ?
similar, figures e.g.
Priority C:CallType B - Target 28/06/99 16:0:
Date:21-Jun-1999 15:14:00 User:Alan Matthews
INew evidence added - compressed Oracle dump
Ihe Call record has been assigne the Team Member: Dave Colclough
Defect cause updated to 99:General - Unknown
Hours ince call received: 0 hours
[END OF REFERENCE 11565849
nded to call type B as Category 30 -TL confirmed
Ithe response was delivered on the system
Ithe Call record has been t
sferred to the Teal
Hours spent since call received: 0.1 hours
2 OFP
Date:22-Sun-1999 09:44:00 Us
the Call record has been ass
rrldonel Higman
gned to the Team Me
Hours spent since call received: 0 hours
Steve Newnan
bate:22-Jun-1999 11:46:00 User:Steve Newman
the performance unit on CON Standing Data spe
Jacheivement is measured. On S:
jpercentages
ere is no fallback and no foreign transaction:
effectively Banchmark Trans Time. The conformance
Isenchmark Trans Time * 100. pear that PW106, Pw108,
pwi16 are all being calculated correctly, according to design.
tt is strange that for PWi06 the MAL is less
will mean that it is impossible for PW to be
raised this issue with Peter Rol
IADMIN and does not require a softw:
00% conformance is the
jperformed, I suspect this is
lwould you check whether this is
F} Response
INo software faults appa:
END OF REFERI 1157290
fies the units in which the
AM all conformances are expressed as
would a)
Trans
this PM. I have
configurable via CON
nformance where no transactions have been
105, PW1O7, PW109 and PW119.
rent
Responded to
11 type 3
Hours spent since call received: 1.0 hours
he system
category 62 -No fault in product
Ithe response was delivered on
FUJ00075627
FUJ00075627
Date :23-Jun-1999 12:41:00 User:Alan Matthews
vrom discussions with Steve Newman, it would seem that, at present, only OBCS
receipts are contributing to the Performance Measures PW109 (OBCS Receipts
land Issues - Foreign) and PW108 (OBC: and I ). OBCS
Itssues are not mapped to these Performance measures.
Ihe Call record has been transferred to the Team: QFP
Hours spent since call received: 1 hours
Receipts
sues - Loca
pate :24-Jun-1999 10:17:00 User:Lionel Bigman
Ithe Call record has been assigned to the Team Member
Hours spent since call received: 0 hours
‘eve Newman
Date:24-Jun-1999 12:43:00 User:Steve Newman
rAO Peter Robinson
Ithe only outstanding issue is whether issues should be contributing to Pw108
updated to NFR - No Fix Reqd
rd has been transferred to the Team: C:
since call received: 0.5 hours
25-Jun-1999 08:26:00 User:David Seddon
he Call record has been assigned to the Team Member: Peter Robinson
Hours spent since call received: 0 hours
Date:10-Feb-2000 17:32:00 User:Peter Robinson
New evidence added - standing Data PinICL 26997
lv} Response :
there needs to be chnage in Standing Data and this is attached.
"Issues" are required for SLA calculation, OBCS "Receipts" are not. This
be progressed as a CSR required deliverable.
PinICL should be raised to 'B' Priority - Fix Required - CSR.
original reason for PinICL being raised has been resolved and PinICL has
moved forward with the PinICL now being used for OBCS specific problem.
(END OF REFERENCE 1538725:
Responded to call type B as Category 38 -Potential Problem Identified
he response was delivered on the system
whe Call record has been transferred to the Team:
Hours spent since call received: 2.0 hours
ba
Ithe attached spread:
re:10-Feb-2000 18:15:00 User:Steve Newman
et does not address the issue of whether PW108 & PW109
should measure OBCS Is I think the issue it attempts
resolve is that described in ?C30147 the ct
bata that will be required so that these PMs measure issue transactions
rather than receipt transactions as requested by Peter Robinson. N.B. The
fables used in SLAM must also be updated so that they are not mis-leading.
Please adi
Date:14-Feb-2000 11:56:00 v)
} Response
pw108 and PW109 are mapped to OBCS Issues only.
pwi08 is mapped to transaction types B911 and J
and U901.
JOBCS Receipts do not contribute to PW108 or PW109. Peter Robinson has stated
Jabove that this is correct.
this only leaves the description fields in the standing data that
JoBCS Issues and Receipts.
he 'PM Name' column in the ‘Performance Measure’ sheet and the ‘Requirement
lbesc' column in the 'PM reqs variables’ sheet need amended.
ser:Deleted User (Jillian Artt Feb 02/01)
O11. PW109 is
apped to B901
customer Services are responsible for the update to standing data.
lonce the standing data has been updated we can release the changes to live in
day.
f£ these changes are not made the Performance Measure labels in SLAM will be
isleading.
Routing to Release Man
INote: a number of ot
standing data and this update cou
(END OF REFERENCE 15480517
Responded to call type B as Category 55 -Live Fix Impact Supplied
Ithe response was delivered on the system
whe Call record has been transferred to the Team: RelMngmntForum
ved: 0.5 hours
for authorisation to release at CSR.
s (e.g. 30819, 35257) require a
d be made at the same time,
change to
Hours spent since call re.
FUJ00075627
FUJ00075627
Date:18-Feb-2000 18:31:00 User:Del (12/03 Nicola Lambert)
Decided at RMF 18/02/00 for Release Management to resolve the stanI
problem. On hold until then
fhe Call record has been assigned to the Team Member: RM
Hours spent since call received: 0 hours
ing data
Date:25-Feb-2000 08:52:00 User:Deirdre Connis:
confirmed with Peter Robinson what the issue with standing data is, from his
Jpcint of view. It is his understanding that it was agreed between Steve
lMuchow and Terry Austin that the maintenance of standing data would be
carried out by Development. However on attempting to pase the next update of
standing data to Development, it was rejected. P
issue, there is no point in authorising the fix, since it cannot go ahead
until the standing data is amended. I am E-Mailing Stephen and Terry to try
co get the issue resolved. Both Peter Robinson and Richard Brunskill have
confirmed that the problem PinICL should be fixed asap, as the customer
requires all SLA calculations te be correct.
nding resolution of this
Date:20-Mar-2000 18:08:00 Use
"} Response
progress provided by Pete Jobson by E-Mail on 9/3/00
whe DWh SLA Steering Group, chaired by Steve Muchow has given authorisation
ue of version 1.5 of the
eirdre Conniss
to £ix standing data related pinICLs following is
standing data document. This allows delivery of the following PinICLs:
35257, 30819, 37038 and 33583.
erred these to CFM-Support-2nd for immed
IT have therefore transf te fix and
elivery.
t has also been agreed that PC0032366 {APS->DWh interface) can be deferred
lo CSR+. This PinCL was on the RMF stack - I have amended the target release
land send to CFM on this one until CSR Inc4 when the problem
automatically rectifies
PC0026997 is also on the RM! ck. This issue will remain outstanding until
Jdisputes with POCL over counter performance measures have been settled. The
pinICL is probably best residing on the Cust Services stack.
[END OF REFERENCE 1664
Responded to call type B as Category 40 -Incident Under Investigation
Ithe response was delivered on the system
Ithe Call record has been transferred to the Team: Cust. Services
Hours spent since call received: 0 hou.
ev. We
Date:30-Mar-2000 14:54:00 Use
IAssigning to Deirdre Conniss
Ithe Call record has been assigned to the Team Member: Deirdre Conniss
Hours spent since call received: 0.0 hours
anet Reynolds
Date:21-Aug-2000 08:37:00 User:Deirdre Conniss
lv} Response +
Update from Peter Robinson: we are still waiting for POCL to deliver their
deliberations and findings to Pathway. The dispensation has been extended to
jend November
[END OF REPERENC
Responded to call type B as Category 40 -Incident Under Investigation
Ithe response was delivered on the system
Date:30-Oct-2000 14:36:00 User:Deirdre Conniss
?} Response
lupdate obtained from Peter Robinson on 30/10/00. We are still awaiting input
from POCL, At the Horizon Service Review Forum last Wednesday, the matter was
raised again, It has been made clear to POCL that the minimum implementation
period is 2 months. The minimum assumes minimal change to code requested by
ted within POCL to the Contracts Board.
PocL. The matter is being escal
[END OF REFERENCE 22559639
Responded to call type B as ©:
he response was delivered on
gory 36 -Known Problem Registered
e system
Date :06-Sun-2001 16:01:00 User:Janet Reynolds
‘om email/discussion between Deirdre Conniss and Peter Robinson:
Baines giving extension yet again on not reporting on SLAs in
che Counter transaction area. After my meeting with PON on Monday (04/06) and
further contact today I will have results from their workings Monday next
week that will allow me to revise Benchmarking values and present to Colin
Lenton-Smith - thus moving forward with PON (Keith Baines) with a view to
Jclosing down this 22 month outstanding suspend on this tor
ice
06-Jun-2001 16:06:00 Usor:Janet Reynolds
ponse
F REFERENCE 26345946
New target d 28/07/01 16:09
Responded to call type B as Category 36 -Known Prob.
response was delivered on the system
9:00
em Registered
FUJ00075627
FUJ00075627
Date:L7-Oet-2001 15:11:00 User:Deirdre Conniss
Victor
jvithout being slopey shouldered, I think this one is now more in your area
chan mine. I originally accepted responsibility for it two years ago and
whenever I need to provide an update, I invariably Peter Robinson, as its
all to do with benchmarking.
[END OF REFERENCE 27900980
Responded type B as 0 -Incident Under Investigation
whe response was delivered on the system
Date:23-Nov-2001 16:59:00 User:Deirdre Conniss
Ithe Call record has been assigned to the Team Member: Victor Gough
Hours : 0 hours
since call
Date:0S-Feb-2002 10:37:00 User:Del(01/04 John Newitt)
changed to Kevin Barrett
bai
ce:16-Oct-2002 11:53:00 User: Janet Reynolds
have sent an email to Vic Gough and Peter Robinson for an update o
hios
ca
Date :30-Oct-2002 12:32:00 User:Janet Reynolds
IF} Response
Janet:
can you place follow:
wrndia
wh.
g text message in the PinICL.
nICL has now been superceded by events relating to the manner by
delivery of Counter Transaction Performance SLAs will be reported now,
and in the future. It is expected under contra’
complete re
aintain a status of r
jclosed to against
Ingds: Pete
(END OF REFERENCE 32087225
Responded 11 type B as Category 62 -No
Hours spent since call ed: 0 hours
isit in this area of SLA activities
dancy for these SLA
ent. Closure
he above stat
alt in product
befect cause updated eneral - in Procedure
he response was delivered on the system
bate :30-Oct-2002 13:29:00 User:Del(03/03 Kevin Barrett)
CALL PCO026997 closed: Category 62, Type B
Hours spent since call rec: 0 hours
General - in Procedure
——— SSE
POA Deleted User -- Deleted Team.
[DW/MIS -- (version unspecified)
Deleted User -- ITU SV&I
[30-Oct-2002 13:29 -- Del(03/03 Kevin Barrett)