Fujitsu Services Call Enquiry Matrix and Incident Prioritisation -
Software
COMPANY IN-CONFIDE:
NCE
Ref:
Version:
Date:
CS/FSP/019
1.0
23-APR 2007
FUJ00080499
FUJ00080499
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Call Enquiry Matrix and Incident Prioritisation - Software
Functional Specification
N/A
This document details the prioritisation and call codes for
Software incidents logged on PowerHelp
APPROVED
Mik Peach, Customer Service
Post Office Account Library
Approval Authorities:
Name Position Signature Date
Liz Melrose POA Service Delivery Team
Manager
Paul Gardner
HSD Operations Manager
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
FUJ00080499
FUJ00080499
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/019
Software
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23-APR 2007
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 22/01/07 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types
1.0 23/04/07 For approval
0.2 Review Details
Mandatory Review Name
Customer Service Jan Ambrose *
SST Chris Lewis *
Optional Review Name
POL Lynne Fallowfield
HSD Paul Gardner
Customer Service Liz Melrose
(* ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version Date Title Source
PA/TEM/001 7.0 2" April 2002 Fujitsu Services Document PVCS
Template
CS/FSP/011 Call Enquiry Matrix and PVCS
Incident Prioritisation -
General
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation- Ref:
Software
Version:
COMPANY IN-CONFIDENCE Date:
CS/FSP/019
1.0
23-APR 2007
FUJ00080499
FUJ00080499
0.4 Abbreviations/Definitions
Abbreviation Definition
HSD Horizon Service Desk
KEL Known Error Log
KMS Key Management System
NBSC Network Business Support Centre
PIN Personal Identification Number
PMMC Postmaster’s Memory Card
PO Post Office
POLO Post Office Log On
SLA Service Level Agreement
SMC System Management Centre
SSC Software Support Centre
0.5 Changes in this Version
0.6 Changes Expected
0.7 Table of Contents
1.0 INTRODUCTION...
2.0 SCOPE
3.0 CALL CODES AND INCIDENT PRIORITISATION.
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
Page: 3 of 6
FUJ00080499
FUJ00080499
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/019
Software
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23-APR 2007
1.0 Introduction
This document describes the incidents logged on PowerHelp and is used to define the call codes for
these incidents.
It also defines the priorities assigned to any incident. These priorities have been created to aid the
HSD to manage incident escalation and have been agreed in conjunction with support units.
2.0 Scope
The document describes the types of incidents, incident prioritisation and call codes for the following
call type:
S Software
Further details in respect of incident prioritisation and status and PowerHelp call codes are provided
in ‘Call Enquiry Matrix and Incident Prioritisation — General’ [Ref. CS/FSP/011].
© 2007 Fujitsu Services COMPANY IN-CONFIDENCE
FUJ00080499
FUJ00080499
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/019
Software
1.0
COMPANY IN-CONFIDENCE 23-APR 2007
3.0 Call Codes and Incident Prioritisation
Call Type Code: Ss
Call Type: Software
Description: These calls are only those relating to the PO branch. For central/remote
system software faults, see Operational codes OP02/06.
Calls raised by: PO branch
SLA: None
Priority: B, unless the PO branch is unable to operate due to the software failure in
which case the priority will be A
Problem Type Code Cause Code Repair Code
SD06 System freeze / “System Bus C22 Counter software error R22 Fix applied by SSC
message R95 Fixed at future release
R4 No fault found / User error R74 User advised by HSD
CTE Receiptiabel printing R70 Reboot by branch
C17 Report printing R70 Reboot by branch
CT8 Report previewing R70 Reboot by branch
CT9_ Transaction processing R70 Reboot by branch
CUT Riposte login R70 Reboot by branch
CUZ POLO process R70 Reboot by branch
CUS Administration / Cash Account R70 Reboot by branch
cua Tivoli event R70 Reboot by branch
S08 “System Error” message (C22 Counter software error R22 Fix applied by SSC
ROS Fixed at future release
CR4 No fault found / User error R74 User advised by HSD
CUS PWWOCTR R70 Reboot by branch
CUS Desktop initialisation failed R70 Reboot by branch
CU7 Error verifying desktop components R70 Reboot by branch
CUB Post POLO failure R70 Reboot by branch
CUS WINNT logon prompt R70 Reboot by branch
CVI RPC Serveris unavailable R70 Reboot by branch
V2 Operational integrity violation R70 Reboot by branch
V3 The received security data was unusable [R84 __ KMS system error resolved
V4 Other system error message R70 Reboot by branch
S009 Blue screen (C22 Counter software error R22 Fix applied by SSC
R95 Fixed at future release
CR4 No fault found / User error R74 User advised by HSD
CTS Transaction processing R70____ Reboot by branch
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FUJ00080499
FUJ00080499
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/019
Software
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23-APR 2007
CU2 POLO process R70 Reboot by branch
CU4 Tivoli event R70 Reboot by branch
'SD17 Key refresh — Update security dala. ICG9 Scheduled security data update RAS Key refreshed
RH1 Security data update delayed
RK8 Procedure advice required
CVS Communication with data centre failed R85 KMS “Door opened”
R86 Communication problem resolved
RH1 Security data update delayed
SD19 POLO Support C57 Active PMMC/PIN lost R51 Spare PMMC activated
CR4 No fault found/ User error R74 User advised by HSD
V6 Power up assistance required R74 User advised by HSD
CV7___ Safe shutdown assistance required R74 User advised by HSD
SD20 System slow/ System delay (C22 Counter software error R22 Fix applied by SSC
ROS Fixed at future release
CR4 No fault found/ User error R74 User advised by HSD
CW7 _ Slow/delayed processing R70 Reboot by branch
CWS Slow/delayed Riposte login R74 User advised by HSD
S21 Reported software error CWS Software error found R22 Fix applied by SSC
R70 Reboot by branch
R74 User advised by HSD
ROS Fixed at future release
RH3_ Unknown error - SSC KEL raised
RHS Fault resolved by SMC.
CW6 No software fault found R58 Caller referred to NBSC
R74 User advised by HSD.
IRH2 Fault investigated by SSC
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