ICL Pathway Horizon System Help Desk Call Enquiry
Matrix
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Ref: CS/FSP/0002
Version: 1.0
Date: 13/03/97
Document Title:
Document Type:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
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Comments to:
Horizon System Help Desk Call Enquiry Matrix
Functional specification
This document provides the functional specification in accordance
with Schedule B7 of the Authorities’ agreement. This version is for
ICL Pathway approval only.
Definitive
ITSA - Paul Cretney
POCL - David McLaughlin
POCL - Colin Standring
ICL Pathway - Martin Riddell
ICL Pathway - John Wright
ICL Pathway - Peter Robinson
ICL Pathway - Bob Davis
ICL Sorbus - Phil Walker
ICL Sorbus - Andrew Muse
ICL Pathway - Caron Slack
ICL Pathway - Mark Wilcox
CFM - David Campbell
ICL Sorbus - Ken Wharton
ICL Pathway Library
The magnetic record is CS/FSP/0002
P.Curley
For Pathway : S.Muchow
D.Groom
Author,
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Comments by:
0 DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version Date Reason
0.1 27/11/96 This document removes the technical helpdesk incidents from the
ICL Pathway Helpdesk call matrix reference CS/FSP/0001.
0.2 19/12/96 Document structure changed to improve incident classification and
updated with input from ITSA.
0.3 20/12/96 Updated Table of contents and added support diagram
0.4 13/1/97 Updated dist list, corrected typing mistakes in sections 4.3.1 and 5.6
0.5 3/3/97 Updated with comments from ICL Sorbus, ITSA and ICL Pathway.
1.0 13/3/97 Issued as release 1
0.2 ASSOCIATED DOCUMENTS
Reference Vers Date Title Source
CS/PER/002 ICL Pathway Business Volumetrics Pathway
CS/PER/001 1.0 21/08/96 Business Performance Portfolio Pathway
0.3 CHANGES IN THIS VERSION
Changes in version 0.5 were widespread resulted from input for ICL Pathway, ITSA and
ICL Sorbus staff. Once definitive changes will be maintained using sidebars and revision
notes.
Release I issues the document as definitive and changes are limited to spelling and grammar
corrections.
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© 1996 ICL Pathway Ltd
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0.4 ABBREVIATIONS
APPU Automated Payment Peripheral Unit
APS Automated Payment Service
BA Benefits Agency
BPS Benefit Payment Service
BES Benefit Encashment Service
CAPS Customer Accounting and Payments Strategy
CAS CAPS Access service
CTF Call To Fix
DLR De La Rue
DSS Department of Social Security
EDSC European Development & Support Centre
EPOSS Electronic Point of Sale Service
FTF File Transfer Facility
ISDN Integrated Services Digital Network
ITSA SHD Information Technology Support Agency - Service Help desk
KEL Known Error Log
LAN Local Area Network
OBCS Order Book Control Service
OPS Operating Platform Service
PDA Programme Delivery Authority
PO Post Office
POCL Post Office Counters Limited
PPD Processes and Procedures documentation
PUN Pick Up Notice
RML Royal Mail Limited
SLA Service Level Agreement
WAN Wide Area Network
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0.5 TABLE OF CONTENTS
1 INTRODUCTION
2 SCOPE.......
3 ICL PATHWAY SUPPORT...
4 ICL PATHWAY INCIDENT PROFILES. ......
4.1 INCIDENT SEVERITY AND PRIORITISATION.
4.2 INCIDENT CLASSIFICATION.
4.3 INCIDENT CLOSURE. ........
5 POST OFFICE COUNTER INCIDENT...
5.1 PO HARDWARE INCIDENT.
5.2 PO SOFTWARE INCIDENT
5.3 PO NETWORK INCIDENT
5.4 PO OPERATION INCIDENT.
5.5 PO ADVICE AND GUIDANCE .
5.6 PO OTHER INCIDENT (COUNTER OR REGIONAL OFFICE)
5.7 PO COUNTER INAPPROPRIATE INCIDENTS...
6 DSS/ITSA INCIDENTS ......
6.1 DSS SOFTWARE INCIDENTS......
6.2 DSS NETWORK INCIDENTS ...
6.3 DSS OPERATION INCIDENTS.
7 PATHWAY INCIDENTS...
7.1 PATHWAY HARDWARE INCIDENTS
7.2 PATHWAY SOFTWARE INCIDENTS
7.3 PATHWAY NETWORK INCIDENTS...
7.4 PATHWAY OPERATION INCIDENTS,
8 IMPLEMENTATION INCIDENTS...
9 APPENDIX B - GLOSSARY OF TERM!
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1. INTRODUCTION
The purpose of this document is to establish the incident handling scope of the Horizon
System Helpdesk. It details the support structure to be used within ICL Pathway, its call
sources, incident types and classification, incident prioritisation and closure criteria.
The document will be used as the control point for all incidents handled by the Horizon
System Helpdesk. Any future growth in incident sources will be sized, evaluated and
reflected in this document to ensure effective support is identified in advance of incident
take on.
Whilst this document does not address call volumes it is closely linked to the ICL Pathway
Business Volumetrics document (Reference CS/PER/002) and the ICL Pathway Business
Portfolio (reference CS/PER/001). The Business Volumetrics document estimates call
volumes associated with the incidents types listed in this document.
2 SCOPE
The document reflects the anticipated steady state operation of ICL Pathway from Model
Office Trial onwards.
This document will be used to identify all the types of incidents which are expected to be
made by either Post Office Counter staff, POCL Clients, DSS Office staff, DSS (CAPS)
staff or Customers. The current sources of incidents listed in this document are from POCL
Outlets, ICL Pathway operations and the DSS domain via the ITSA helpdesk. There is no
formal route in place at this time to register incidents from the POCL domain for POCL or
its clients. However it is anticipated that incident enquiries regarding status and progression
will be by POCL/PDA.
The Horizon System Helpdesk call matrices in this document are scoped principally for the
Benefit Encashment Service (BES), APS, OBCS and EPOSS services, for the OPS service
and strategic infrastructure service.
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3. ICL PATHWAY SUPPORT
Technical support for the ICL Pathway operation is provided by various suppliers working
together to provide a complete and seamless service. The support structure is divided into
different skill areas and to different levels of expertise. The organisation and systems
involved within the ICL Pathway support structure are designed to bring Post Offices and
broken components back into operation as quickly as possible.
All technical support or request for information is gained by calling the Horizon System
The Horizon System Helpdesk provides first level support for
all technical issues. The Horizon System Helpdesk staff will record details of the issue or
request by ascertaining information from the customer regarding the nature and impact of
the problem, the Horizon System Helpdesk operator will be able to resolve or diagnose the
problem during this initial telephone conversation. Should the operator fail to resolve the
problem at this time, he will route the incident onto a second line support unit and inform
the customer what to expect and when.
Second line support will either resolve the problem or gather further diagnostic evidence in
advance of passing the incident into third line support. Second line support will generally be
equipped to deal with known issues and will implement a workaround or fix to the problem.
Second line support staff will have greater expertise than the first line operations staff.
Third line support will generally deal with new problems, that require changes to the
operation such as software patches and configuration changes. Third line support are the
interface into the product suppliers and will manage these suppliers in the production of
product changes in response to bug reports.
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4.2
ICL PATHWAY CALL PROFILES.
All valid calls to the Horizon System Helpdesk will be recorded as incidents and allocated
an incident number. Each incident will be allocated a separate number and not grouped as
one incident (For example, a Postmaster with two printers broken will be given two separate
incident numbers).
Once closed an incident may not be reopened. Any further incidents with the operation or
equipment will be registered as a new incident.
CALL SEVERITY AND PRIORITISATION.
All incidents recorded at the Horizon System Helpdesk will be allocated a priority code
depending on the problem and on the impact of that problem.
Calls are prioritised at either A, B and C priority.
A priority incidents are for issues that have a significant business impact or are urgent. The
target call to fix (CTF) time for all A priority incidents is 4 hours.
B priority incidents are for issues that have a minor business impact but still cause
disruption to the service delivery. The target call to fix (CTF) time for all B priority
incidents is 8 hours.
All incidents received from the Post Office will be prioritised as either A or B priority all A
and B priority incidents will be subject to escalation against the CTF target times.
C priority incidents are for issues that have an operational impact on ICL Pathway but are
not impacting the service delivery to the Post Office. The target call to fix on C priority
incidents is 72 hours. C priority incidents will not be subject to escalation.
CALL CLASSIFICATION.
Calls will be identified by source for example Post Office or DSS and will be classified by
support area and type. Each incident type will have a support process describing the support
activities from first through to third and in some cases, fourth line support.
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During the initial telephone call the Horizon System Helpdesk operator will determine what
incident type the problem relates to and allocate a incident reference or classification.
Calls are classified by and support area and type to enable effective and swift routing of the
incident towards the correct support channel.
4.2.1 CLASSIFICATION AREAS
The following table describes the sources of calls into the Horizon System Helpdesk, the
classification of calls likely from each source and the associated system code allocated when
an incident is registered.
Classification areas:
Source Area Code
Post Office Hardware POHD
Software POSC
Network PONW
Operation POOP
Advice and Guidance POAG
Implementation POIM
Environment POEN
Documentation PODO
Training POTR
Reconciliation PORE
Open/Closure POMO
Others POOT
DSS/BA (via ITSA SHD) Hardware DSHD
Software DSSC
Network DSNW
Operation DSOP
Advice and Guidance DSAG
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Implementation DSIM
Environment DSEN
Documentation DSDO
Training DSTR
Reconciliation DSRE
Open/Closure DSMO
Others DSOT
Pathway : Hardware PWHD
CFM, Sorbus, DLR, RML, Software PWSC
Energis, EDSC, Girobank Network PWNW
Operation PWOP
Advice and Guidance PWAG
Implementation PWIM
Environment PWEN
Documentation PWDO
Training PWTR
Reconciliation PWRE
Open/Closure PWMO
Others PWOT
POCL Clients Not yet defined
(via POCL Helpdesk)
Child Benefit Helpdesk Not Yet Defined
The sources currently identified as requiring to register incidents onto the Horizon System
Helpdesk are DSS/BA domain, POCL clients via the POCL Data centres/helpdesks and
from Post Offices/Pathway estate (ie Pathway suppliers). The interface into POCL data
centres is likely to be via a helpdesk but this has not yet been defined. Business routes from
DSS and POCL are also as yet undefined and therefore not included in this document.
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4.3. CALL CLOSURE.
Incidents registered by the Horizon System Helpdesk will progress through three stages,
open, cleared and closed. Open relates to when the incident is recorded by the Horizon
system helpdesk, Cleared relates to when the faulty component or operation is brought back
into operation ie a fix or a workaround is applied. Closed relates to all the activities in the
incident being completed.
All incidents recorded onto the Horizon System Helpdesk system will be tracked through
the support channels and escalation will apply until the problem area is brought back into
operation or “cleared”. Ownership of this “cleared” process sits with the unit which is
currently actioned with the incident. Calls that are cleared may not necessarily be resolved
as the owning unit may have implemented a work around to bring the Post Office back into
operation or there may be outstanding activities such as asset or documentation changes. In
these cases incidents will not be closed until all activities are completed or a resolution is
found and applied.
Calls will be closed against predetermined criteria for each incident area. These criteria are
as follows:
4.3.1 CLOSURE CODES
The intention is to keep closure codes to a minimum list however it is recognised that this
list is not exhaustive and will be updated as the service matures.
Area Cause Action Penalty Code
Hardware Unit faulty Unit Replaced = Yes HOL
Consumable No Col
replaced
Operator error No HO02
Environmental issue Cabling Yes HO3
repaired
Electric Yes HO04
repaired
Customer error No HOS
Installation fault Re-installed Yes H06
Equipment theft Unit Replaced No HO7
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Equipment damaged Unit replaced No HO08
No Fault Found No Action No HO9
Other H10
Software Known error Fix installed Yes Sol
Workaround Yes S02
New incident Workaround Yes S03
Patch installed Yes S04
Fixed in next Yes Sos
release
Other S06
Network Line fault (WAN) Line repaired Yes NOI
Router fault Router replaced Yes N02
Router Yes N03
reconfigured
Software Yes N04
repaired
Lan fault Repaired Yes NOS
Replaced Yes N06
No Fault found No Action No NO7
Other NO8
Operational File transfer failure File resent ok Yes OO1
System reload Yes 002
CAPS problem No 003
File corruption Not Used 004
File restored Yes 00s
CAPS problem No 006
System crash Reloaded Yes 007
Peripheral failure Repaired No 008
Environment Repaired Yes 009
problem
Unable to Log on System reset Yes 010
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Password reset No oll
Unexpected change Change Yes O12
removed
Expected change has Change applied Yes O13
not worked
System will not TBA Yes O14
balances
End of day process TBA Yes O15
failure
Print failure TBA Yes O16
Batch acceptance TBA Yes O17
failure
PUN acceptance TBA Yes O18
failure
Time incorrect Reset clock No O19
Reconciliation error ~=TBA Yes 020
Other O21
A&G BPS Advice given No AOl
EPOSS Advice given No A02
APS Advice given No A03
OBCS Advice given No A04
Counter equipment Advice given No AOS
Other Advice given No A06
Training BPS Training No TOL
scheduled
EPOSS Training No TO02
scheduled
APS Training No TO3
scheduled
OBCS Training No T04
scheduled
Counter equipment Training No TOS
scheduled
Other Training No T06
scheduled
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Documentation Counter procedures Amended. No DOl
PPD Amended No D02
User Awareness Amended No D03
Other Amended No D04
Installation Environment No Action No 101
installed
Environment Install Rescheduled No 102
issue
Equipment installed I No Action No 103
Equipment _ install Rescheduled No 104
issue
ISDN link installed — No Action No 105
ISDN link Rescheduled No 106
installation failure
Migration complete — Notify DSS No 107
Migration issue Rescheduled No 108
Other 109
Moves Emergency closure —_Escalated Yes MO1
Planned Closure Equipment No M02
removed
Office opening Scheduled No M03
Counter closing Equipment No M04
removed
Other M05
Emergency Security Breach Notify security ? E01
Threat Notify security ? E02
Other Notify security ? E03
Complaint Customer Complaint Escalated No YO!
Inappropriate Wrong helpdesk Re-routed caller No X01
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Wrong Number No Action No X02
4.3 Call suspension
There are instances when incidents may be suspended if the incident logged cannot be
cleared due to an external influence outside of ICL Pathway’s control, such as the engineer
cannot gain access to the Post Office premises. Calls may only be suspended if they relate to
the Post Office and must be approved by the Horizon System helpdesk duty manager to
agreed procedures.
Calls that are suspended must be recorded as suspended and be the subject of a weekly
report to ICL Pathway.
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5 POST OFFICE COUNTER INCIDENTS
5.1. PO HARDWARE INCIDENTS
CLASS I CALL TYPE
POHC I_I Equipment will not power up
POHC2 I Unable to bring system into operation
POHC3 I Peripheral failure - Magnetic card reader
POHC4 I Peripheral Failure - Bar code reader
POHCS I Peripheral Failure - Smart card reader/ writer
POHC6 I Peripheral Failure - Weighing related (not weigh scales)
POHC7 I Peripheral failure - Counter printer
POHCS I Peripheral failure - Back office printer
POHC 9 I Peripheral Failure - Keyboard
POHC10 I Peripheral Failure - Touch Screen
POHC11 I Peripheral Failure - APPU (Automated Payment Peripheral Unit
POHC12 I Network Failure - LAN (Local Area Network)
POHC13 I System Failure - Entire PC
POHC14 I Office power failure
POHCIS5 I Office environment failure (e.g. wiring problem)
POHCI6 I Other
5.2 PO SOFTWARE INCIDENTS
REF CALL TYPE
POSCL Unable to log in
POSC2 I System message displayed on screen
POSC3 Software error
POSC4 I An unexpected result from an enquiry has occurred
POSCS _ I System operation has changed unexpectedly
POSC6 I Other
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5.3 PO NETWORK INCIDENTS
REF CALL TYPE
PONWI I Unable make foreign encashment
PONW2 I Network Failure - ISDN (WAN)
PONW3 I Other
5.4 PO OPERATION INCIDENTS
REF CALL TYPE
POOPI System stock balances not rolled over
POOP2 Unable to produce daily reconciliation of stock unit
POOP3 I Unable to produce cash account
POOP4 I Unable to produce client summaries
POOPS I System reconciliation error
POOP6 I System operation query
POOP7 I Expected change has not worked
POOP8 I System operation has changed unexpectedly
POOP9 I An unexpected result from an enquiry has occurred
POOP10 I Batch acceptance failure
POOPI1 I Card activation failure
POOP12 I PUN acceptance failure
POOP 13 I Printing failure
POOP 14 I PC Clock issue
POOPIS I Other
5.5 PO ADVICE AND GUIDANCE
REF CALL TYPE
POAGI I BPS enquiry
POAG2_ I EPOSS enquiry
POAG3 I APS enquiry
POAG4 I OBCS enquiry
POAGS I Documentation issue
POAG6 I Operational enquiry
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REF CALL TYPE
POAG7 I Other
5.6 PO OTHER INCIDENTS (COUNTER OR REGIONAL OFFICE)
REF CALL TYPE
POOT1 I Equipment stolen
POOT2 I Equipment damaged
POOT3 I Equipment destroyed
POOT4 I Office improvement - equipment moving
POOTS I Office improvement - additional equipment required
POOTS I Office relocating - equipment needs moving
POOT7 I Office closing - removal of equipment required
POOTS I Office temporarily closing - system suspension required
POOT9 I Customer complaint
POOT10 I Not used
POOTII I Consumables request
POOTI2 I Security breach
POOT13 I Other
5.7 PO COUNTER INAPPROPRIATE INCIDENTS
REF CALL TYPE
POI 01 I Weigh Scales inoperable
POI 10 I Query from Post Office
E.g. My lottery terminal is faulty
How doT......? (Post Office counter procedure)
Payment Card Helpline queries
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6.1 DSS SOFTWARE INCIDENTS
REF CALL TYPE
DSSC1 CAS failure
DSSC2_I Interface software failure
DSSC3__I Other
6.2. DSS NETWORK INCIDENTS
REF CALL TYPE
DSNW1 I Network Failure CAPS link
DSNW2 I Other
6.3 DSS OPERATION INCIDENTS
REF CALL TYPE
DSOP1 I File Transfer failure
DSOP2 I Data file problem
DSOP3_ I CAPS problem affecting the expected output of data into ICL Pathway
DSOP4 Reconciliation issue
DSOPS I Unexpected result
DSOP6 Mainframe fault
DSOP7 Other
7.1. PATHWAY HARDWARE INCIDENTS
REF CALL TYPE
PWHW1 I Sequent failure
PWHW2 I Server failure
PWHW3 I Agent failure
PWHW4 I Environmental failure (power, Air-conditioning etc)
PWHWS I PC failures (DLR, POCL etc)
PWHW6 I Other
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7.2. PATHWAY SOFTWARE INCIDENTS
REF CALL TYPE
PWSW1 I Unix
PWSW2 I Windows NT
PWSW3 I Riposte
PWSW4 I Maestro
PWSWS I Oracle
PWSW6 I EPOSS
PWSW7 I APS
PWsws I BPS
PWsw9 I OBCS
PWSW10 I Sonnet
PWSW11 I Security
PWSW12 I Other
7.3. PATHWAY NETWORK INCIDENTS
REF CALL TYPE
PWNW1 J Link failure
PWNW2 I Router failure
PWNW3 I ISDN failure
PWNW4 I FTF Failure
PWNWS I Other
7.4 PATHWAY OPERATION INCIDENTS
REF CALL TYPE
PWOPI I System down
PWOP2 I Operations problem with Data transfer from/to CAPS
PWOP3 I File transfer failure
PWOP4 I Data file problem
PWOPS I Unexpected result
PWOP6 I Security breach
PWOP7 I Interface software failure
PWoPs I CAPS problem affecting the expected output of data into ICL Pathway
PWOP9 I Other
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8 IMPLEMENTATION INCIDENTS
REF CALL TYPE
IMP1 Installation complete
IMP2 Equipment not arrived
TMP3 Equipment failed on installation
TMP4 Environment issue
TMPS Unable to connect to centre
TMP6 Consumables issue
TMP7 Other
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9
APPENDIX A - GLOSSARY OF TERMS
Closure Codes
Advice/Information Given (Application)
Primarily for closure against User Query where usage of a counter application is
being sought/questioned in a non-fault situation (ie how do I?).
Advice/Info Given (General)
Catchment closure for Supplier Query, Pathway Query or User Queries not relating
to direct usage of an application in a non-fault situation.
Known Operational Problem
For closure by the Helpdesk against a Master operational error/problem incident.
Generally will be duplicate closures against an existing problem (eg a link being down
affects several PO’s).
No Fault Found
Investigations have ascertained that evidence of an error can’t be found (eg in
journals/event logs) or reproduced in same/similar circumstances.
Error in Operation
Investigations have ascertained that the error/problem was caused by the
user/operator not using the system correctly in order to produce the desired result (eg ’'m
trying to do this and it’s not working).
Repaired/Reconnected/Reboot/Reconfigured
For closure against incidents (generally hardware), where the problem has been
corrected without replacing any equipment. For example, power cable was not connected,
system was rebooted to establish connection, configuration details were incorrect.
Replaced
For closure against Hardware incidents, where the problem was resolved by
replacing a piece of equipment.
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Environmental
For closure against problems which are due to environmental problems outside of
the equipment casing. For example, power was cut off, air conditioning faulty causing
machine to overheat.
Non-Pathway Problem
For closure against incidents where the resolution is outside the scope of Pathway’s
responsibilities. A incident is logged for information purposes and where possible the caller
is given an alternative contact.
Workaround/avoidance action provided
For closure against software incidents where a problem has been encountered and
avoidance action or workaround has been provided which has cleared/circumvented the
error. The workaround/ avoidance is a one-off to clear a one-off problem or is to be made
available to be repeated (through the Known Error log), a future correction is not planned as
impact is viewed as minimal.
Fixed in next release
A workaround/avoidance action has been provided but the impact is sufficient to
warrant a correction in a future release of the product.
Published Known Error
For closure by the Helpdesk against queries/problems which match against a Known
Error Log entry. It is required that the KEL reference number is part of the closure statement
so that Known Error frequency can be ascertained.
Enhancement/Change Proposal
The request is outside the scope of the current requirements for either the product or
the service.
Request Accepted
For closure against general requests for either a service or a product (ie Training,
Consumables, Documentation, Installation, Moves). Completion of the request (ie
attendance on the training course, delivery of the consumable, correction of the
documentation) is outside the scope of the incident management process but the completion
owner has accepted responsibility to deliver.
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Request Rejected
For closure against general requests for either a service or a product that lies outside
the scope of Pathway responsibilities. Where possible, an alternative contact will be
provided to the caller. For example, requests for consumables not provided by Pathway.
Request Completed
For closure against general requests for either a service or a product which has been
delivered inside the scope of the incident management process. For example, new PO
installed.
Incident Opened
This describes an incident recorded on the Horizon System Helpdesk call management
system. It is the point at which SLA the clock will start on each incident.
Incident Cleared
This is the point in an incident’s life when the reported failure is brought back into operation
and the SLA clock is stopped. This does not signify that an incident is closed.
Incident Closed
This is when the cause of an incident has been identified and a resolution produced and
implemented. A Call may be closed if it becomes part of a wider issue or has a clear
resolution path ie Fixed in next release.
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