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Document Title: Horizon System Help Desk Call Enquiry Matrix
Document Type: Functional specification
Abstract: This document provides the functional specification in
accordance with Schedule B7 of the Authorities’
agreement. This version supports the NR2 Horizon
System Helpdesk PPD CS/PRO/0048.
Status: Approved
Distribution:
POCL Library
ICL Pathway Peter Robinson
ICL Pathway Nicole Meredith
ICL Outsourcing John Opara
ICL Pathway Mik Peach
ICL Pathway Steve Melvin
ICL Pathway Peter Burden
ICL Pathway Paul Westfield
ICL Pathway Martin Riddell
ICL Pathway John Dicks
ICL Pathway Library
Author: Paul Curley / Ann-Marie Dick
Comments to:
Comments by:
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© 1999 ICL Pathway Ltd
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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.
11 14/4/97 _ Helpdesk coding information removed from this document into
(Horizon System Helpdesk Code matrix (ref CS/FSP/0004)
2.0 10/1097 Extensive document changes in preparation for R1C
29/10/97 Minor name/org changes in distribution list, added POHC11,
added “reconciliation” into section 4.2
2.7 draft 12/4/98 Changed to link the CEM into the NR2 PPD documents and
align the coding matrix to match the incident headings.
2.7.1 16/10/98 Changed to incorporate OBC and revised implementation
section and issued for review.
3.0 17/05/99 Changed to incorporate NBSC.
3.1 16/07/99 Changed to remove BA references and add new categories.
4.0 28/07/99 Completed comment cycle, document issued for approval.
0.2 Approval authorities
Name Position Signature Date
Colin Standring Infrastructure Product
Manager, POCL Product
Assurance, Horizon
Programme
Paul Westfield Infrastructure Service
Manager, Customer
Service, ICL Pathway
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0.3 Associated documents
Reference Ver Date Title Source
ICL/PW/DSP/S tba Horizon System Helpdesk Call Coding Pathway
PE/HH/002 Matrix internal
ICL/PW/DSP/P tba HSH Call Routing Tables Pathway
RO/HH/011 internal
CS/FS/0005 3.0 28/07/99 HSH Incident Prioritisation Pathway
internal
CS/PRO/0048 1.0 15/06/99 NR2 Horizon System Helpdesk PPD Pathway
CS/PRO/0021 0.3 23/04/98 NR2 Electronic Point of Sale Service Pathway
PPD
CS/PRO/0022 0.4 30/04/98 NR2 Order Book Control Service PPD Pathway
CS/PRO/0023 0.4 24/04/98 NR2 Benefit Encashment Service PPD Pathway
CS/PRO/0024 0.4 28/04/98 NR2 Operating Environment PPD Pathway
CS/PRO/0025 0.4 05/05/98 NR2 Access Control and User Pathway
Administration PPD
CS/PRO/0045 0.4 29/04/98 NR2 Automated Payment Service PPD Pathway
TD/ARC/0001 4.0 23/07/98 Technical Environment Description Pathway
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0.4 Abbreviations
APS Automated Payment Service
CAW Cash Account Week
EPOSS Electronic Point of Sale Service
FAD Financial Accounting Division
HSH Horizon System Helpdesk
ICL International Computers Limited
ISDN Integrated Services Digital Network
LAN Local Area Network
NBSC. Network Business Support Centre
NMS Network Management System
NR2 New Release two
OBCS Order Book Control Service
OSD Outsourcing Service Division (a company within ICL)
PO Post Office
PIN Personal Identification Number
PMMC Post Masters Memory Card
POCL Post Office Counters Limited
PPD Processes and Procedures Description documentation
SMC Systems Management Centre
SSC Software Support Centre
SLA Service Level Agreement
WAN Wide Area Network
0.5 Changes in this version
Addition of implementation codes.
NBSC incidents removed.
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0.6 Table of content
1 INTRODUCTION...
3 ICL PATHWAY SUPPORT.
4 ICL PATHWAY CALL PROFILES.....
4.1 CALL SEVERITY AND PRIORITISATION. ....cssosssnnnnnnnnnninnnnnnnnnnnninnnnnnnnnnnannnnnannnnnannnnnannnnnnnnee
4.2 CALL SOURCES AND CLASSIFICATION. 8
5 POST OFFICE OUTLET INCIDENTS...
5.1 PO HARDWARE INCIDENTS.
5.2. PO HARDWARE RELATED INCIDE}
5.3. PO SOFTWARE INCIDENTS.
5.4 PO NETWORK INCIDENTS.
5.5 PO OPERATION INCIDENTS.
5.6 PO ADVICE AND GUIDANCE.
5.7 PO DOCUMENTATION.
5.8 PO OTHER.
5.9 PO TRAINING.
7 SECURITY INCIDENTS.
TS (NO SITE VISIT)...
8 PLANNED OR UNPLANNED CHANGEB.........4.
8.1 I PLANNED CHANGES. 17
8.2 UNPLANNED CHANGES. 18
9 POCL CLIENT INTERFACE INCIDENTS... snssansnnsensenaneneesoes sassessecesesssseeee 20
9.1 POCL CLIENT INTERFACE SYSTEMS OPERATIONAL INCIDENTS, 20
10 RECONCILIATION INCIDENTS........0s0000
11 PATHWAY REMOTE SYSTEMS INCIDENTS..
Id REMOTE HARDWARE 22
11.2 REMOTE SOPTWARE....0connnnnnnnn son so sonnnnns 2
11.3. REMOTE NETWORK. 23
114 REMOTE OPERATIONAL 23
12. PATHWAY CENTRAL SYSTEM INCIDENTS... aeennseneeneen oasseaseensesssseaes 23)
12.1 PATHWAY HARDWARE INCIDENTS. 24
12.2 PATHWAY SOFTWARE INCIDENTS. 24
12.3 PATHWAY NETWORK INCIDENTS. 25
12.4 PATHWAY OPERATIONAL INCIDENTS. senna sen 26
13. PATHWAY IMPLEMENTATION INCIDENTS... 2126
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1 Introduction
The purpose of this document is to define the incident handling scope of the
Horizon System Helpdesk. It details the call sources and incident types
expected from those sources. The grouping of incidents contained within this
document reflect the sources of callers into the HSH and the incident types as
defined in the NR2 PPD document set.
The document will be used as the control point for all incidents handled by
the Horizon System Helpdesk. All future growth in incident sources will be
sized, evaluated and reflected in this document to ensure effective support is
identified in advance of incident handling.
This document underpins the Horizon System Helpdesk PPD and it is
underpinned by several other documents that describe incident prioritisation,
incident coding and incident routing through the ICL Pathway support
structure. The complete document set is designed to scope the operation of
the Horizon System Helpdesk (HSH) and is used to manage incidents
through the ICL Pathway support structure.
2 Scope
The document reflects the anticipated steady state operation of ICL Pathway
from NR2 onwards.
The Horizon System Helpdesk provides a the single contact point for all
technical problems arising within the ICL Pathway operating domain, from
outlets, POCL and its clients where there are links into the ICL Pathway
systems and for reconciling data or information across those links as
business incidents.
The document describes at a high level those types of incidents likely to be
made from these pre-determined sources and is supported by the outlet
counter procedures and documentation. It identifies call types from POCL or
POCL Client systems for technical or business reconciliation incidents, which
are reported from, agreed sources or helpdesks within POCL or its Clients.
These sources operate within these agreed call types and use the same
incident matrix approach to incident management. The matrix also describes
incidents reported from users and support groups operating within the ICL
Pathway environment.
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41
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.
Support or request for information is obtained by calling the Horizon System
Helpdesk on i 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 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 of the next expected action.
ICL Pathway call profiles
All valid calls to the Horizon System Helpdesk will be recorded as incidents
and allocated an incident number. Each incident is allocated a separate
number and not grouped as one incident (For example, an Outlet Manager
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 level dependent on the nature and importance of the incident.
Priority levels range from A through to C and each level is subject to a
different target resolution to fix time, these target times are controlled by
contractual or Service Level Agreement (SLA) targets.
For example an A priority incident relating to a hardware problem in a Post
Office is allocated a target call to resolution time of 4 hours.
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4.2
Call sources and classification
Incidents types contained within this document are aligned to the operational
and support activities surrounding the ICL Pathway services and estate. The
sources of calls to the HSH are pre-identified and have been equipped with
procedures of logging an incident on the HSH. As each incident is registered
the HSH operator will diagnose the nature and area of the incident and
classify the incident as one of the following classifications:
e Hardware
© Software
e Network
e Operation
e Security
« Advice and Guidance
e Reconciliation
e Implementation
e Change (planned or unplanned)
« Documentation
e Training
« Other
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The following tables describe the types of incidents expected at the Horizon System Helpdesk. Each incident type is allocated a
reference number, which is used to cross reference sections of the NR2 Horizon System Helpdesk PPD (reference CS/PRO/0048).
5 Post Office outlet incidents
The incidents identified in this section are all typically reported by or on behalf of the Post Office outlet.
5.1 PO hardware incidents
All incidents reported in this section will result in an engineer visit to the outlet. The incidents only relate to POCL outlets.
Identifier I Incident description Notes
POHCO1 System failure - Counter processor Reference CS/PRO/0024 section 8.1.1.1
POHCO2_ I Peripheral failure - OCR reader Not yet used refer to NR2 RCD PA/STR/009 section 3.12
POHCO3 I Peripheral failure - Magnetic card reader Reference CS/PRO/0024 section 8.1.1.5.
POHCO4 I Peripheral Failure - Bar code reader Reference CS/PRO/0024 section 8.1.1.4.
POHCOS I Peripheral Failure - Smart card reader Reference CS/PRO/0024 section 4.2.6
POHCO6 I Peripheral Failure —- Weighing related (not weigh scales) Reference CS/PRO/0021 section 5. 41.
POHCO7 I Peripheral failure - Counter printer Reference CS/PRO/0024 section 8.1.1.7.
POHCO8 I Peripheral failure - Back office printer Reference CS/PRO/0024 section 6.6 & 6.7 clean and self test
failures. Reference CS/PRO/0024 section 8.1.1.8.
POHCO9 I Peripheral Failure - Keyboard Reference CS/PRO/0024 section 8.1.1.6.
POHC10 I Peripheral Failure - Touch Screen Reference CS/PRO/0024 section 8. 3.
POHC11 Peripheral Failure — Monitor Reference CS/PRO/0024 section 8.1.1.3.
POHC12_ I Office Environment Failure - cabling Reference CS/PRO/0024 section 9.2.3 and CS/PRO//025 section
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POHC15 I Office environment failure - power Reference CS/PRO/0024 section 9.2.3.
POHC16 I Equipment damaged or destroyed Reference CS/PRO/0024 section 9.2.1.
5.2 PO hardware related incidents (no site visit)
All incidents reported in this section won't result in an engineer visit to the outlet, but are hardware related. The incidents only relate to
POCL outlets.
Identifier Incident description Notes
POHX01 System failure - Counter processor Reference CS/PRO/0024 section 8.1.1.1
POHX02_ I Peripheral failure - OCR reader Not yet used refer to NR2 RCD PA/STR/009 section 3.12
POHX03_ I Peripheral failure - Magnetic card reader Reference CS/PRO/0024 section 8.1.1.5.
POHX04_I Peripheral Failure - Bar code reader Reference CS/PRO/0024 section 8.1.1.4.
POHX05_ I Peripheral Failure - Smart card reader Reference CS/PRO/0024 section 4.2.6
POHX06_ I Peripheral Failure - Weighing related (not weigh scales) Reference CS/PRO/0021 section 5.2.1.1.
POHXO07 I Peripheral failure - Counter printer Reference CS/PRO/0024 section 8.1.1.7.
POHX08 I Peripheral failure - Back office printer Reference CS/PRO/0024 section 6.6 & 6.7 clean and self test
failures. Reference CS/PRO/0024 section 8.1.1.8.
POHX09_ I Peripheral Failure - Keyboard Reference CS/PRO/0024 section 8.1.1.6.
POHX10 Peripheral Failure —- Touch Screen Reference CS/PRO/0024 section 8.1.1.3.
POHX11 Peripheral Failure — Monitor Reference CS/PRO/0024 section 8.1.1.3.
POHX12_ I Office Environment Failure - cabling Reference CS/PRO/0024 section 9.2.3 and CS/PRO//025 section
POHX15 _I Office environment failure - power Reference CS/PRO/0024 section 9.2.3.
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[ POHX16 I Equipment damaged or destroyed Reference CS/PRO/0024 section 9.2.1.
5.3 PO software incidents
These are all incidents reported by the POCL counter staff. They will all be passed into the ICL Pathway support group and may require
an engineer visit to correct the fault.
Identifier I Incident description Notes
POSCO01 System message displayed on screen Reference CS/PRO/0024 section 8.2 and Cs/PRO/0023 section
10.3
POSC02 I Software error Reference CS/PRO/0024 section 8.2
POSCO3 I System operation has changed unexpectedly A system change has occurred and now does not match the
documentation or a change has been made by SMC but the Outlet
Manager has not been informed about the change.
POSC04 Expected change has not worked An expected notified change to the system has failed to work.
POSCOS I Other This incident is used if a counter software problem
5.4 PO network incidents
This section deals with network incidents that affect the Post Office outlet. The main source of incident of this type are expected to be
from within ICL Pathway and automatically raised by the network monitors.
[Identifier I incident description I Notes I
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PONWO01 I Unable to contact HQ This message is displayed as the Outlet Manager is attempting to
perform a process requiring access to the network but the network is
unavailable to him. The fault should be reported as a network
problem initially.
PONWO2 I Network Failure - ISDN (WAN) Reference CS/PRO/0024 section 8.1.1.2 Failure reported by PO
counter staff
PONWO3 I Post Office - link failure Reported from within Pathway or automatically generated by the
monitoring systems.
PONWO04 I Post Office - router failure Reported from within Pathway or automatically generated by the
monitoring systems.
PONWOS I Post Office - configuration failure Reported from within Pathway or automatically generated by the
monitoring systems.
5.5 PO operation incidents
This section describes the various operations used by the counter clerks who are expected to identify the specific operation that is faulty.
The HSH staff will ascertain the faulty module and report the failure to the ICL Pathway software support group.
Identifier I Incident description Notes
POOPO01 I Not Used
POOPO2 I EPOSS - Operation failure This category is used when the caller cannot perform an operation
as described in the PPD CS/PRO/0021 and the problem is not
identified as hardware. This incident should be treated as a software
fault.
POOPO3 I APS - Operation failure This category is used when the caller cannot perform an operation
as described in the PPD CS/PRO/0045 and the problem is not
identified as hardware. This incident should be treated as a software
fault.
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5.6
POOP04
OBCS - Operation failure
This category is used when the caller cannot perform an operation
as described in the PPD CS/PRO/0022 and the problem is not
identified as hardware. This incident should be treated as a software
fault.
POOPO5
Not Used
POOPO6
Access and User administration failure
This category is used when the caller cannot perform an operation
as described in the PPD CS/PRO/0025 and the problem is not
identified as hardware. Callers may be counter staff, Auditors or
regional staff as authorised users identified in the above PPD. This
incident should be treated as a software fault
POOPO7
Operating environment failure
This category is used when the caller cannot perform an operation
as described in the PPD CS/PRO/0024 or a problem clearly exists
with the equipment that cannot be identified as hardware. This
incident should be treated as a software fault
POOPO8
System Environment failure
This category is used when the caller cannot perform an operation
as described in the PPD CS/PRO/0048 or a problem clearly exists
with the system that is not associated with any specific application
such as EPOSS or BES and is clearly not hardware related. This
incident should be treated as a software fault
PO advice and guidance
This service is designed to assist the counter clerk through a particular transaction that he or she is unfamiliar with. The HSH staff will
use counter manuals and counter reference systems to advise the clerk. If the incident is discovered to be a fault the HSH staff will
register the incident as operational.
Identifier I Incident description Notes
POAGO1 I Not Used
POAGO2 I Not Used
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POAGO3_ I EPOSS operation enquiry Reference CS/PRO/0021. Used to record any Post Office A&G calls
about the normal operation of the EPOSS system
POAG04_ I EPOSS Fallback enquiry Reference CS/PRO/0021 sections 14 & 15. Used to record any Post
Office A&G calls about the fallback operation of the EPOSSS
system in the event of an equipment failure.
POAGOS I APS operation enquiry Reference CS/PRO/0045. Used to record any Post Office A&G calls
about the normal operation of the APS system
POAGO6 I APS fallback enquiry Reference CS/PRO/0045 section 6. Used to record any Post Office
A&G calls about the fallback operation of the APS system in the
event of an equipment failure.
POAGO7 I OBCS operation enquiry Reference CS/PRO/0022. Used to record any Post Office A&G calls
about the normal operation of the OBCS system
POAGO8 I OBCS fallback enquiry Reference CS/PRO/0022 section 10. Used to record any Post Office
A&G calls about the fallback operation of the OBCS system in the
event of an equipment failure.
POAGO9 I Operating environment enquiry Reference CS/PRO/0024. Used if counter staff require assistance
regarding the use of equipment.
POAG10 I Operating environment consumable Reference CS/PRO/0024 section 7.2. Used if counter staff require
assistance in installing consumable items in counter equipment.
POAG11_ I Not Used
POAG12_ I System Access enquiries Reference CS/PRO/0025 section 4.3 relates to the set up of new
users, passwords or permissions within the counter hierarchy.
POAG13 I Not Used
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5.7 PO documentation
5.8
This section deals with documentation incidents that affect the Post Office outlet. The main sources of incident of this type are expected
to be from the outlets themselves.
PODOO1 I Counter procedure manuals This category is used if the counter staff requires assistance in using
the documentation or discover an error within it.
PODOO2 I Training workbooks This category is used if the counter staff require assistance in using
the documentation or discover an error within it.
PODOO3 I Other documentation This category is used if the counter staff require assistance in using
the documentation or discover an error within it.
PO other
These incidents are based on calls already taken on the HSH and are used to guide the HSH operator. There are two levels of other calls
the first is when a caller fails to provide sufficient verification information and is obviously not authorised to use the HSH. The second
category is where an authorised user has mistakenly called the HSH and is re-directed to the appropriate destination.
Identifier Incident description Notes
INAOO1 Caller fails initial verification Caller unable to supply valid FAD or site code.
INA002 Consumable order request Reference CS/PRO/0024 section 7.1 - refer caller to correct contact
point for the re-order of consumable items.
INA003 Caller is authorised to use HSH but is requesting service not provided by Refer caller to appropriate help desk.
HSH
INA004 None Horizon equipment faulty ( eg lottery terminal) Refer caller to appropriate help desk.
INAOO5S Other Used if an ‘other’ call does not fit into any of the above incident
categories.
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INAOO6 Customer Complaint / expression of dissatisfaction. HSH customer complaint procedure applies.
INAOO7 Health and Safety issue This incident type is used if a health and safety issue is identified
from any source or if during the course of a diagnosis the HSH desk
operator suspects an H&S issue. If a fault is being reported, an H&S
incident is raised separately and managed as such.
INAO08 Bright ideas / suggestions Self-explanatory.
5.9 POtraining
This service is designed to assist the outlet staff with areas that they are unfamiliar with but are not considered to be purely advice and
guidance.
Identifier I Incident description Notes
POTRO1 I Cash account balance This incident relates to training incidents arising from Wednesday's
cash account balance activities. These incidents typically fall
outside the normal 5/10 minute A&G calls.
POTRO2 I To be advised
7 Security incidents
The elements contained within this section all relate to security, health and safety or customer dissatisfaction incidents. They are subject
to specific services and will be reported to the appropriate security group.
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Identifier Incident description Notes
SECO01 Equipment stolen Reference CS/PRO/0024 section 9.2.2. Refers to equipment stolen
from a Post Office, however the call may be made by the NBSC
helpdesk quoting the PO FAD code.
SEC002 PMMC card or PIN number lost Reference CS/PRO/0025 section 4.1.1.1, 4.1.3 and 4.1.4.
SECO003 One shot password required Reference CS/PRO/0025 section 4.3.5, 4.3.8 and 5.3.1
SEC004 System access limit exceeded This is an event-reported incident that indicates several
unsuccessful attempts at a password entry on a specific system.
These will be reported to the security group.
SECO0S Not Used
SECO06 Not Used
SECO007 Security breach Reference CS/PRO/0024 section 9.2.2. Security breaches may be
reported by the Outlet Manager, NBSC help desk, POCL
management or from within Pathway and its suppliers.
8 Planned or unplanned changes
8.1
Planned changes
This section covers planned changes reported from authorised sources within Post Office Counters limited.
Identifier I Incident description Notes
PLAOO1 Outlet - Planned Opening Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
procedures.
PLA0O02 Outlet - Planned closure Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
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8.2
procedures.
PLAOO3 Outlet -Planned relocation
Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
procedures.
PLA004 Outlet - Horizon equipment configuration planned change
Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
procedures.
PLAOOS Outlet - FAD code change
Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
procedures.
PLAOO6 Outlet data change
Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
procedures.
PLAOO7 Reference data change - product
Incidents in this section are raised following a request for a planned
change from POCL. These incidents are activated following agreed
procedures.
Unplanned changes
This section covers unplanned changed reported from authorised sources within Post Office Counters Limited.
REGOO1 Post Office - Emergency closure (short term closure)
Reference CS/PRO/0024 section 9.3.1 and cross reference PCHL
Call Enquiry Matrix section 7 ref. HDC1.
REGO02 Post Office - Temporary closure (medium term closure)
Reference CS/PRO/0024 section 9.3.2 and cross reference PCHL
Call Enquiry Matrix section 7 ref. HDC1.
REGO03 Post Office - Reopened
Reference CS/PRO/0024 section 9.3.3 and cross reference PCHL
Call Enquiry Matrix section 7 ref. HDC2.
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9 POCL client interface incidents
9.1
POCL client interface systems operational incidents
This section deals with incidents that affect the organisational and data interfaces into ICL Pathway, they are typically incidents that are
reported by the NBSC helpdesk and MUST be cross referenced to a corresponding incident number on the other desk. OSD operations
or SSC may also report against these incident categories, if so, an incident will be logged by HSH on the corresponding helpdesk. The
protocols surrounding escalation and prioritisation of these incidents are outlined in the SCOP (Reference PDA/SVM/CP/001) and it is
intended to agree them in detail in operational Level Agreements between ICL Pathway and the various client organisations.
Identifier I Incident description Notes
FEE001 File Transfer failure These incidents will be reported from POCL and relate to data file
transfer failures into ICL Pathway systems that relate to EPOSS,
APS or Reference Data
FEE002 Data file issue As above this incidents relate to data file issues arriving once a file
transfer has been completed. They do not refer to the data file
content, which is reported as a reconciliation incident.
FEE003 System issue affecting the data flow into ICL Pathway An issue has arisen within the client environment that affects the
ICL Pathway operating timetable.
FEE004 Interface operation failure This incident covers manual operations that are in place and agreed
but fail.
FEEO0S Software error detected Typically the client has detected software error messages on the
systems that relate to the ICL Pathway interface.
FEEO06 Client System - Network problem The client has detected a network problem
FEE007 Client System - Security breach Security breach such as password integrity loss, virus detection etc.
FEE008 Not Used
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FEE009 EPOSS operation error Reported problem with the application identified by the client
sources.
FEEO10 APS operation error As above
FEEO11 OBCS operation error As above
10 Reconciliation incidents
This sections deals with business incidents affecting the Customer or settlement process across the ICL Pathway services.
Identifier Incident description Notes
RECO01 EPOSS Sources of calls are Outlet, POCL Chesterfield, NBSC, and ICL
Pathway. Issues with balancing the CAW at the outlet default into
the EPOSS incident category.
REC002 I APS Sources of calls are Outlet, POCL Chesterfield, NBSC, and ICL
Pathway.
RECO003 Not Used
RECO04 OBCS Sources of calls are Outlet, POCL Chesterfield, NBSC, and ICL
Pathway.
RECO05 Reference Data Sources of calls are ICL Pathway only.
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11.3
11 Pathway remote systems incidents
These incidents relate to the systems used in the ICL Pathway support and operation that are remote from the ICL Pathway data centres
at Bootle and Wigan. They are currently, Wigan and Bootle (these are located remotely form the Data Centres), OSD, HSH, SMC and
SSC locations and ICL Pathway implementation and Customer service support equipment.
Remote hardware
Identifier Incident description Notes
RHW001 Remote system - Server failure Self-explanatory may be reported by any source.
RHW002 I Remote system - Peripheral failure Self-explanatory may be reported by any source.
RHW003 I Remote system - Environmental failure Reported power, cabling (LAN) or environmental problem.
Remote software
Identifier Incident description Notes
RSwo01 Remote system - Operating system failure Typically identified as a NT or Windows problem
RSW002 I Remote system - functionality issue System not performing to spec.
RSW003 I Remote system - Password lost
RSW004 I Not Used
RSWO0O05_ I Not Used
Remote network
Identifier
Incident description
Notes
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RNW001 I Remote system - link failure Reported by either the remote supplier, centrally by OSD or system
generated.
RNW002 I Remote system - Router failure Reported by OSD or system generated.
RNW003_ I Remote system - Configuration failure Reported by OSD or system generated.
RNW004_ I Remote system - slow response time Reported by either the remote supplier, centrally by OSD or system
generated.
11.4 Remote operational
Identifier I Incident description Notes
ROPOO1 Reference data issue Reference data is incomplete or incorrect.
ROPO02 Contingency invoked The supplier has hit an operational problem and invoked a
contingency action this incident requires immediate escalation.
ROPO03 Not Used
12 Pathway central system incidents
Incidents reported in this section are all either system generated by event monitors or are detected and reported by OSD Operation staff.
12.1 Pathway hardware incidents
Identifier Incident description Notes
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CHW001 I Central system - Processor fault - unusable OSD or system generate calls
CHW002 I Central system - Processor fault - useable OSD or system generate calls
CHW003 I Central System - Server failure/crash OSD or system generate calls
CHW004 I Central system - terminal failure OSD or system generate calls
CHWO05 I Central system - Disk drive fault (Unusable) OSD or system generate calls
CHWO06 I Central system - Disk drive fault (Useable) OSD or system generate calls
CHWO007 I Central system - Tape drive fault (Unusable) OSD or system generate calls
CHW008 I Central system - Tape drive fault (Useable) OSD or system generate calls
CHW009 I Central system - Environmental failure - power OSD or system generate calls
CHW010 I Central system - Environmental failure - Air-conditioning OSD or system generate calls
CHW011 I Central system - Environmental failure - other OSD or system generate calls
12.2 Pathway software incidents
Identifier I Incident description Notes
cswo01 Central system - Operating system - unable to load OSD or system generate calls
Csw0o02 I Central System - Operating system - unable to operate normally OSD or system generate calls
CSW003 I Central system - Operating system - process failure OSD or system generate calls
CSW004 I Central system - Operating system - error message OSD or system generate calls
CSW005_ I Central System - Operating system crash OSD or system generate calls
CSWO006 I Central system - Maestro - unable to load OSD or system generate calls
CSW007_I Central system - Maestro - script failure OSD or system generate calls
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CSwW008 I Central system - Oracle database will not load OSD or system generate calls
CSwW009 I Central System - Oracle Database crash OSD or system generate calls
CSW010 I Central system - Oracle database - error message OSD or system generate calls
CSW011 I Central system - Application will not load OSD or system generate calls
CSW012 I Central system - Application error message OSD or system generate calls
CSW013_ I Central system - Application - unable to process files OSD or system generate calls
CSWw014 I Central system - data corruption OSD or system generate calls
12.3. Pathway network incidents
12.4
Identifier Incident description Notes
CNWO001 I Central system - link failure OSD or system generate calls
CNW002 I Central system - router failure OSD or system generate calls
CNWO003 I Central system - configuration error OSD or system generate calls
CNW004 I Central system - power problem OSD or system generate calls
CNWO05 I Central system - LAN failure OSD or system generate calls
CNWO06 I Central system - Firewall access failure OSD or system generate calls
CNWO07 I Central System - NMS failure OSD or system generate calls
Pathway operational incidents
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Identifier Incident description Notes
COPO01 Central System - Data feed rejected OSD or system generate calls
COP002 Post Office - data download failure OSD, SMC or system generate calls
COP003 Post Office - harvest failure OSD, SMC or system generate calls
COP004 Post Office - data corruption OSD, SMC or system generate calls
13 Pathway implementation incidents
Identifier Incident description Notes
IMPO01 Outlet requesting planned activity reschedule Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
IMP002 Outlet requesting update Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
IMPO03 Site survey issue Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
IMP004 Site preparation issue Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
IMP005 Equipment delivery delay Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
IMPO06 Installation delay Implementation type incidents only from the outlet accompanied by
a_valid FAD code all incidents are passed into the Roll Out Help
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IMPO07 Other Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
IMPOO08 Migration activity issue Implementation type incidents only from the outlet accompanied by
a valid FAD code all incidents are passed into the Roll Out Help
Desk.
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