Fujitsu Services Call Enquiry Matrix and Incident Prioritisation -
Hardware
COMPANY IN-CONFIDE:
NCE
Ref:
Version:
Date:
CS/FSP/014
1.0
23/04/07
FUJ00080500
FUJ00080500
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
Call Enquiry Matrix and Incident Prioritisation - Hardware
Functional Specification
N/A
This document details the prioritisation and call codes for
Hardware incidents logged on PowerHelp
APPROVED
Adam Parker, Customer
Service
Post Office Account Library
Name Position Signature Date
Liz Melrose POA Service Delivery Team
Manager
Paul Gardner HSD Operations Manager
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
Hardware
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23/04/07
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.0 22/11/06 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types, and
introduction and amendment of codes:
0.1 30/01/07 Amendment of reviewers list
1.0 23/04/07 To include reviewers’ comments and 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
SVM/SDM/SD/ Engineering Service: Service I Dimensions
0002 Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
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Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
Hardware
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23/04/07
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0.4 Abbreviations/Definitions
Abbreviation Definition
HSD Horizon Service Desk
ISDN Integrated Services Digital Network
PO Post Office
PMMC Postmaster’s Memory Card
SLA Service Level Agreement
SMC System Management Centre
0.5 Changes in t
his Version
Version. Changes
0.1 ¢ Amendment of cause code CSS to “MLP feed issue”
¢ Amendment of cause code CS9 to “Smart card reader failure”
¢ Amendment of cause code CZ4 to “Unit fault - Cause unknown”
e Amendment of cause code CT3 to “Re-installation required (Do not use)”
¢ Introduction of cause code XXX “APOP feed issue”
¢ — Introduction of cause code XXX “Gift voucher feed issue”
¢ Introduction of cause code XXX “Giro feed issue”
¢ Introduction of cause code XXX “Fishing license feed issue”
¢ — Introduction of cause code XXX “All slips feed issue”
¢ — Introduction of cause code XXX “Slow / No response (PINpad)”
¢ Introduction of cause code XXX “Software fault (PINpad)”
¢ — Introduction of cause code XXX “Unit fault - Cause unknown (PINpad)”
* Introduction of repair code XXX “Re-installation by engineer”
¢ Introduction of repair code XXX “Re-installation by PO Branch”
¢ — Introduction of repair code XXX “PSU replaced/repaired/adjusted by
engineer”
© Introduction of repair code XXX “Mains Adaptor replaced/repaired/adjusted
by engineer”
* Introduction of repair code XXX “Mobility Box replaced/repaired/adjusted
by engineer
1.0 © PowerHelp codes allocated to new descriptions where applicable
¢ Kiosk codes removed
¢ Removal of cause code “Re-installation required (Do not use)”
« Amendment of repair code RM9 to “Reinstallation by branch”
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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation -
Hardware
COMPANY IN-CONFIDENCE
Ref:
Version:
Date:
FUJ00080500
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CS/FSP/014
1.0
23/04/07
0.6 Changes Expected
0.7 Table of Contents
1.0 INTRODUCTION.
2.0
3.0 CALL CODES AND INCIDENT PRIORITISATIO)
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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
Hardware
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23/04/07
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:
H Hardware
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].
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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
Hardware
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3.0 Call Codes and Incident Prioritisation
Call Type Code: H
Call Typ Hardware
Description: These calls are only those relating to the PO branch. For central/remote
system hardware faults, see Operational codes OP01/05. If the PM is
advised by HSD on how to correct a fault, the repair codes "User advised by
HSD", “Reboot by branch” or “Re-installation by branch” must be used.
Calls raised by: PO branch
SLA: As defined in SVM/SDM/SD/0002
Priority: As defined in SVM/SDM/SD/0002
Problem Type Code Cause Code Repair Code
HDO1 Base unit fault ICO1 Unit faulty RO1 Unit replaced by engineer
RO3.——_Unit adjusted by engineer
R74 User advised by HSD
C03 Unit damaged RO’ Unit replaced by engineer
R02 Unit repaired by engineer
COs No hardware fault found/User IRO8 No action taken / User advised by engineer
error R74 User advised by HSD
RCQ —_Engineer visit cancelled by user
CR Power fault R06 Cable replacedirepaired/adjusted by engineer
R74 User advised by HSD
IRMé Mains adaptor/PSU replaced/repaired/adjusted by engineer
RM7 Mobility Box replaced/repaired/adjusted by engineer
ERT Network fault ROT Unit replaced by engineer
ROS Cable replacedirepaired/adjusted by engineer
R68 Reboot by engineer
R76 Hub replaced/repaired/adjusted by engineer
CRB Software fault ROT Unit replaced by engineer
R68 Reboot by engineer
ERO Mirror disk (Node 31) R68 Reboot by engineer
R70 Reboot by branch
R74 User advised by HSD
IRGS —_—_Mirror disk replacedirepaired/adjusted by engineer
CST Duplicate issue raised by SMC [RG6 Resolved by SMC call
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Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
Hardware
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ext Rates board issue ROT Unit replaced by engineer
R06 —Cable replaced/repaired/adjusted by engineer
Ros No action taken / User advised by engineer
R68 —_ Reboot by engineer
R70 Reboot by branch
R74 User advised by HSD
RJ8 3 party issue identified
EX2 Weigh scales issue ROS Cable replacedirepaired/adjusted by engineer
ROS No action taken / User advised by engineer
Res Reboot by engineer
R70 Reboot by branch
R74 User advised by HSD
IRJ8 3 party issue identified
HD04 Bar code reader ICO1 Unit faulty ROT Unit replaced by engineer
fault ROS Unit adjusted by engineer
R74 User advised by HSD.
co2 Unit dirty R74 User advised by HSD
IRG7 Unit cleaned by engineer
C03 Unit damaged ROT Unit replaced by engineer
RO2 Unit repaired by engineer
COs No hardware fault found/User IRO8 No action taken / User advised by engineer
error R74 User advised by HSD
RCO Engineer visit cancelled by user
CNT Slow/ No response RES Reboot by engineer
R70 Reboot by branch
ICR6 Power fault R06 Cable replacedirepairediadjusted by engineer
R74 User advised by HSD
IRM6 Mains adaptor/PSU replaced/repaired/adjusted by engineer
IRM7 Mobility Box replaced/repaired/adjusted by engineer
DO? Counter printer {COT Unit faulty ROT Unit replaced by engineer
fault ROS Unit adjusted by engineer
R74 User advised by HSD
iCO2 Unit dirty R74 User advised by HSD
RG7 Unit cleaned by engineer
CO3 Unit damaged RO1 Unit replaced by engineer
Roz Unit repaired by engineer
COs No hardware fault found/User IRO8 No action taken / User advised by engineer
error R74 User advised by HSD
RCO —_Engineer visit cancelled by user
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Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
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Version: 1.0
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CB2 Paper jam/feed RO1 Unit replaced by engineer
R03. Unit adjusted by engineer
R74 User advised by HSD
ENT Slow/ No response R68 Reboot by engineer
R70 Reboot by branch
ER6~ Power fault R06 Cable replacedirepaired/adjusted by engineer
R74 User advised by HSD
IRMé Mains adaptor/PSU replaced/repaired/adjusted by engineer
RM7 Mobility Box replaced/repaired/adjusted by engineer
cS3___ Obstruction ROT Unit replaced by engineer
RO3.——_Unit adjusted by engineer
R74 User advised by HSD
cS4_ Consumables issue ROS Unit adjusted by engineer
ROB. Noaction taken / User advised by engineer
R74 User advised by HSD
CSS‘ MIP feedissue ROT Unit replaced by engineer
RO3——_Unit adjusted by engineer
R74 User advised by HSD
CSé__Sensorissue FRO? Unit replaced by engineer
R03 Unit adjusted by engineer
R74 User advised by HSD
CW APOP feedissue RO? Unit replaced by engineer
R03 Unit adjusted by engineer
R74 User advised by HSD
Wa Gift voucher feed issue ROT Unitreplaced by engineer
R03 Unit adjusted by engineer
R74 User advised by HSD
CX3__ Giro feedissue ROT Unit replaced by engineer
RO3_—_Unit adjusted by engineer
R74 User advised by HSD
eX4_Fishinglicence feedissue _ IRO? Unit replaced by engineer
R03 Unit adjusted by engineer
R74 User advised by HSD
CXS __Allslips feed issue ROT Unit replaced by engineer
R03 Unit adjusted by engineer
R74 User advised by HSD
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Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/014
Hardware
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Version: 1.0
23/04/07
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DOS Back office 601 Unit faulty ROT Unitreplaced by engineer
Printer Fault ROS Unit adjusted by engineer
R74 User advised by HSD
02 Unitdiry R74 User advised by HSD
RG7 Unit cleaned by engineer
C03 Unit damaged ROT Unitreplaced by engineer
RO2 Unit repaired by engineer
08 No hardware fault foundiUser [ROB No action taken / User advised by engineer
error R74 User advised by HSD
RC9 Engineer visit cancelled by user
eB2 Paper jam/feed ROT Unitreplaced by engineer
R03 Unit adjusted by engineer
R74 User advised by HSD
EN2 Slow No response (BOP) [R68 Reboot by engineer
R70 Reboot by branch
R82 Printer buffer cleared
cR6 Power fault ROS Cable replacedirepairediadjusted by engineer
R74 User advised by HSD
RM6 Mains adaptor/PSU replacedirepaired/adjusted by engineer
RM7 Mobility Box replacedirepairediadjusted by engineer
E83 Obstruction ROT Unitreplaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
E84 Consumabies issue ROS Unit adjusted by engineer
ROS —_Noaction taken / User advised by engineer
R74 User advised by HSD
DOS Keyboard fault {C02 Unit dirty R74 User advised by HSD
RG7 Unit cleaned by engineer
03 Unit damaged ROT Unitreplaced by engineer
RO2 Unit repaired by engineer
608 No hardware fault foundiUser [ROB No action taken / User advised by engineer
error R74 User advised by HSD
RC9 Engineer visit cancelled by user
ENT Slow 7 No response R63 Reboot by engineer
R70 Reboot by branch
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Call Enquiry Matrix and Incident Prioritisation -
Hardware
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Ref: CS/FSP/014
Version: 1.0
Date: 23/04/07
ER Power fault ROS Cable replacedirepairediadjusted by engineer
R74 User advised by HSD
RM6- Mains adaptor/PSU replaced/repaired/adjusted by engineer
RM7 Mobility Box replaced/repaired/adjusted by engineer
ES1 Duplicate issue raised by SMC [RG6 Resolved by SMC call
C87 Key fault ROT Unitreplaced by engineer
ROS —_Unit adjusted by engineer
R74 User advised by HSD
ESB Magnetic card reader fault [ROT Unit replaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
88 Smart card reader failure ROT Unitreplaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
ICzZ4 Unit fault— Cause unknown [ROT Unit replaced by engineer
R03. —_Unit adjusted by engineer
R74 User advised by HSD
HD11 Monitor faut {C02 Unit dirty R74 User advised by HSD
RG7 Unit cleaned by engineer
603 Unit damaged ROT Unitreplaced by engineer
RO2 Unit repaired by engineer
08 No hardware fault foundiUser [ROB No action taken / User advised by engineer
error R74 User advised by HSD
C9 —_Engineer visit cancelled by user
ENT Slow / No response R68 Reboot by engineer
R70 Reboot by branch
ER Power fault ROS Cable replacedirepairediadjusted by engineer
R74 User advised by HSD
IRMé6- Mains adaptor/PSU replacedirepaired/adjusted by engineer
RM7 Mobility Box replacedirepaired/adjusted by engineer
EST Duplicate issue raised by SMC [RG6 Resolved by SMC call
ETT Touch screen fault ROT Unitreplaced by engineer
ROS ——_Unit adjusted by engineer
R74 User advised by HSD
eT2 Display fault ROT Unitreplaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
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Call Enquiry Matrix and Incident Prioritisation -
Hardware
COMPANY IN-CONFIDENCE
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Version: 1.0
Date: 23/04/07
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6Z4 Unit fault — Cause unknown [R01 Unit replaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
D168 PiNpad fault {C02 Unit dirty R74 User advised by HSD
RG7 Unit cleaned by engineer
603 Unit damaged ROT Unitreplaced by engineer
RO2 Unit repaired by engineer
608 No hardware fault foundiUser IRO8 No action taken / User advised by engineer
error R74 User advised by HSD
C9 —_Engineer visit cancelled by user
ENS Slow / No response (PINpad) [R68 Reboot by engineer
R70 Reboot by branch
RM8 —_Re-installation by engineer
RM9_—_Re-installation by branch
ER Power fault ROS Cable replacedirepairediadjusted by engineer
R74 User advised by HSD
RM6 Mains adaptor/PSU replacedirepaired/adjusted by engineer
RM7 Mobility Box replaced/repaired/adjusted by engineer
ES1 Duplicate issue raised by SMC [RG6 Resolved by SMC call
C87 Key fault ROT Unit replaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
E89 Smart card reader failure ROT Unitreplaced by engineer
ROS Unit adjusted by engineer
R74 User advised by HSD
CTS Software fault (PINpad) ROT Unit replaced by engineer
R68. —_- Reboot by engineer
RMB —_Re-installation by engineer
RM9_—_Re-installation by branch
ETS Unit fault — Cause unknown [ROT Unit replaced by engineer
(PINpad) ROS Unit adjusted by engineer
R74 User advised by HSD
RM8 —_Re-installation by engineer
RM9_—_Re-installation by branch
HD19 Secure ISDN [CHT Cabinet fault ROT Unitreplaced by engineer
box ROS —_Unit adjusted by engineer
D217 BothiSpare [C2 Both/Spare PMIMC lost R83 Replacement PMMC delivered by engineer
PMMC lost RD4 —_ Replacement PMMC posted
G8 Call cancelled by user
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Ref: CS/FSP/014
Version: 1.0
Date: 23/04/07
Note 1: I Where all the equipment is damaged, Closure/Environmental codes should be used.
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