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Peak Incident Management System
Call Reference PC0247207 Call Logger _Mail Manager_ -- EDSC
Release Reported In -- HNG-X Rel. Ind. Top Ref
Call Type Operational (SSC) Priority C -- Progress restricted
Contact EDSC Call Status Closed -- Administrative Response
Target Date 26/10/2015 Effort (Man Days) 0
Summary Dalmellington Outreach Service PC0246997, PC0246949
Collections Name : User Date
-SSCOther Steve Parker 02-Nov-2015 10:3
Progress Narrative :
‘€e:21-Oct-2015 13:35:02 User: Mail Manager_
[FALL PC0247207 opened
Details entered are:~
lsummary:Dalmellington Outreach Service PC0246997, PC0246949
all Type:0
all Priority:¢
ffarget Release:HNG-X Rel. Ind
outed to:EDSC - Unassigned_
Jbate:21-Oct-2015 13:35:02 User
IL GENERATED INCIDENT
te/Time Raised: 2015-10-21 1
riority: C
equested Team: EDS:
equested Product: SSC Adhoc Request
Requested Release: HNG-X Rel. Ind
kmail attachments: 1
iginator Email: Parker Steve {
‘Mail Manager_
Joate:21-Oct-2015 13:35:01 User: Mail Manager_
Jdded evidence item ‘Originalfwail.eml' from Email attachment
external Progress Update Received vip--Reait
iginator : Parker Steve <ParkerSP@
sent Date : Wed Oct 21 13:30:56 BST :
subject : Dalmellington Outreach Service PC0246997, PC0246949
can you check for existing KEL or raise one based on Peak incidents quoted below
‘rom: Wicks Tony
sent: 21 October 2015 10:05
fio: Chambers Anne 0 <Anne.Chambersi
fc: Bansaj..Staue(aRaO1) <Steve . Bans
ParkerSP_
subject: Fi
mailto :Anne Chambers}
lto:Steve Bansal
“GRO” , Parker Steve
T7991774 I 2248433 vice - horizon I transaction discrepancies # 1358666 -
ti Anne,
i'm aware you are on leave until Monday 26th October and I’m on leave on the Monday to Wednesday next week (W/C 26th)
Please see the e-mail chain below. From Peak and the e-mail chain I can see you did mich of the investigation on this incident and
ks you can see in the following e-mail it was concluded that Post Master could be advised how to avoid this happening and what to
Ho if they did get into a transaction discrepancy situation.
ould you please produce a KEL covering this incident advising of the avoidance actions.
thank you
tony
from: Wicks Tony
Bent: 20 October 2015 15:25
fo: Bothick Sandie <Sandie.Bothick.
PostOfficeAccount Dut Manages
oe: Bansal Stave (BRAQI) «Stevi
tyManager
>
Duty Manager
‘Anne . Chaiibar:
Tarig.ArainI
fbubject: RE:
>; Arain Tariq
@tvice - horizon I transaction discrepancies # 1358666 -
ti Sandie,
Looking at Peak PC0246949 it appears to be derived from 17991774 and I found Tf£S incident A105041260. There is no Problem Record
aised for this, however Peak PC0246997 was used by Development to investigate this, A code fix has been developed, but requires
fficial testing and releasing. I’ve made enquires and unfortunately LST are unable to take the fix for testing in Release 12.88
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ithout significantly impacting that release to live:
6 the condition can be avoided by Post Masters, i.e., by making them aware of the condition and advising them not to press enter
fultiple times, I propose that this is KEL’ed and included in the counter Release 13.05.
egards
tony
from: Bothick Sandie
sent: 20 October 2015 12:06
ffo: POA DutyManager <PostofficeAccoun!
Bansal Steve (BRAQ1) <Steve. Bom
sscdrf” <mailto:sscdi
subject 17991774 I 2248433 I Daimeiiington Gatreach Service ~ horizon I transaction discrepancies # 1358666 -
kmailto: PostatticeAccaunt Out yManagert,
PSve.Bansal_ GRO S8¢ Duty Manager
FW
ii POA DM
fiave PEAK make you aware of this issue?
you have a PR open - please see below from Atos in RED.
lselow is what I sent to Atos earlier ~
i Katie
im coming in blind on this - Looking at the incident this is our update from PEAK
I'fS Connector< javascript :showDetailWithPersid(* cnt :032EBB42B9A07747834AD1A014B32BCA' ) >
15/10/2015 15:57
10:00:00
rovider Desk Resolution<javascript:do_default (24) >
PoA-Horizon
Provider Ref: PCO246949
esolution Details: Update by Anne Chambers:Category 70 -- Final -- Avoidance Action Supplied:We have found that if there is a
hogout before a user has fully logged on, then subsequently a pouch is remmed in manually (most likely at an outreach branch), then]
fter the rem in slip has been printed, the same screen is redisplayed and the user is likely to press Enter again and duplicate
the remittance, possibly several times. A different screen should be displayed which would prevent this happening.
A rem in slip is printed each time, showing the same details but different session numbers, and a transaction log search confirms
the repeated rems.
[his is not an area that has changed for several years so it likely to have happened before but we have no record of it having beenI
eported to us. I can only check back two months; I've found 4 other instances (outreach branches 214869, 106444, 110444, 207828)
nd all but the last removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding.
sranch 224843 may be able to do the same but NBSC should advise on this.
je are continuing to investigate the problem (PC0246997), but any fix will not retrospectively change the branch accounts.
Iso we are aware of the issue and are continuing to investigate but NBSC should be able to sort the discrepancy out in the meantime.
y the sounds of it NBSC are just saying it our issue - which we are investigating - BUT they are missing the fact that they can
ort the discrepancy out.
Whanks Sandie
lrrom: Austin, Katie (ext) {mailto:katie.austin.externa
bent: 20 October 2015 12:02 : :
fo: Bothick Sandie <Sandie.Bothicl, _— Sandie. Bothick,
ce: Austin, Katie (ext) <katie-austin-externak Kmailto:katie.austin-cxternal@ GRO I
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 j
Hii Sandie,
lm looking for your assistance please! See below response from NBSC in regards to the issue at Dalmellington Outreach...
an you please let me know:
+ Is this issue an open problem (if so is there a PR reference?)
When was this issue first observed?
+ Do we have any indications as to the potential root cause?
+ What is the current action plan and associated timescales for resolution?
i'd be really grateful if you could share all the detail we have at this stage in order that I can respond to Anne and set I
expectations.
[thank you!
tie
From: Anne Allaker [mailtozanne.allaked,
ent: Tuesday, October 20, 2015 11:57 AM
Austin, Katie (ext); Kendra Dickinson; Rod Ismay; Dawn Brooks
John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, Ian; Tbrahim Kizildag
fr
=
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Fubject: RE: T79SI774 I 22a0ass I Dalmellington Outreach Service = horizon I transaction discrepancies # 1s58oee
[Thankyou Katie,
tf this incident is caused by the branch action it may be right and proper for NBSC to offer the advice given below however I am
cerned that there have been 4 incidents identified by Fujitsu with no explanation sitting behind them.
IBSC cannot check what the branch has done on their Horizon system and do not understand the impact to the Branch Account hence theI
lrequest for support from our colleagues in Finance Service Centre
Phere incidents like this occur I would expect an explanation of the root cause to be supplied by Fujitsu via Atos so that both ourI
Finance Service Centre and NBSC colleagues can be assured that the right advice is given, there is no impact to the branch account
nd a full audit trail is available. It does not feel right for Atos and Fujitsu to be giving instruction to NBSC to speak to
branches with advice with insufficient information
If this has happened in this case it would be useful to see that in this email trail.
hanks
Inne
lrrom: Austin, Katie (ext) {mailto:katie.austin.externalf
sent: 20 October 2015 10:36
fo: Kendra Dickinson; Rod Ismay; Dawn Brooks
Se: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Ilan Humphries; Ibrahim Kizildag; Anne Allaker;
ustin, Katie (ext)
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
hank you Kendra.
I''ve asked Fujitsu to advise regarding the root cause however my immediate concern is rectifying the reported loss.
Jujitsu have provided the following information which may be useful
las per Fujitsu, they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last
jcemoved the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be able
to do the same but NBSC should advise on this
Many thanks,
Katie
rom: Kendra Dickinson [mailto:kendra.dickinsoi
ent: Tuesday, October 20, 2015 10:32 AM
fo: Rod Ismay; Dawn Brooks
cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, lan; Austin, Katie (ext); Ibrahim
izildag; Anne Allaker
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Rod/Dawn
ould I enlist your help and support on the below issue please?
ihilst I am happy for NBSC to try and support where they can, the concern I have with the below is we have no process for managing
this type of issue and we are unable to see any of the back end accounting for this Branch. Therefore, any advice that we try and
rovide could end up making matters worse - this is already showing a £24k loss. I am not happy for NBSC to give advice on
something that is not a process that exists within the knowledgebase.
Similar to a disconnected session, NBSC would have no understanding as to the implications on branch accounting if they were to
\dvise the branch as suggested below.
from the explanation below, this appears to be a technical issue, however, I don’t know if you have any other previous similar
scenarios that would advise on what the correct process should be for this particular situation?
Many thanks
gd
endra
JFrom: Austin, Katie (ext) [mailto:katie.austin.externat GRO
sent: 20 October 2015 09:53 S
Ho: Kendra Dickinson; Ibrahim Kizildag
cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Tan Humphries; Austin, Katie (ext:
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Kendra, i
It can provide some background here which will hopefully explain why I suggested this call. The below issue was raised with Ian
Iwhomas by Helen Baker on 8th October
[his morning Anne Remmed £8000 from core branch to outreach using barcode
Fihen she accepted into outreach, and settled, horizon printed receipt, then another, then another, then another..she managed to
stop it at four receipts of £8000 from the one barcode rem in transaction. ji
she was concerned as she had never seen this before. She balanced core and it was correct, but outreach was £24,000 short.
Although the core had sent only one lot of £8000, the outreach had accepted 4 lots of £8000 in one transaction
she has spoken to NBSC ref 1358666 who told her it was a technical issue.
he then phoned the IT help desk ref: 17972295. She was unconvinced they understood the problem although they said they would
probably ‘rectify remotely’ . After waiting till the end of day, she called back and escalated to option 7 and spoke to Rich who
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Fold her to phone NBSC.
It don't think the helpline understood what's happened. I can understand that as you would think it not possible. But, incredibly,
Anne's outreach horizon now shows £24,000 short and it doesn't exist. As you can imagine, Anne is concerned and I have told her not]
to touch the outreach unit until this is resolved for her.
[the incident was passed to Fujitsu who have advised that in order to resolve the issue, the branch/NBSC must ‘complete a rem out
for the excess to correct the cash holding’ which Fujitsu are unable to do. The NBSC has subsequently advised that they cannot
ssist as this is an IT issue however Fujitsu are also advising that they cannot assist. As a result, the issue has been passed
back and forward for over a week.
in order to resolve this as quickly as possible for the branch and avoid any further delays, I suggested a call between all parties)
to discuss and agree a way forward.
It hope this helps.
hanks,
katie
from: Kendra Dickinson [mailto:kendra.dickinsont
sent: Tuesday, October 20, 2015 9:45 AM
fo: Ibrahim Kizildag; Austin, Katie (ext)
John Cawthorn
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hii Ib
jo can you please hold fire on this as I don’t think this is something NBSC potentially should be getting involved in. I need to
lead through this in detail.
ds
endra
rom: Ibrahim Kizildag
sent: 20 October 2015 09:28
lo: ‘Austin, Katie (ext)
Kendra Dickinson
subject: RE: 17991774 I 2248433
Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Kendra;
lease see attached email below , are you ok for NBSC team to join this conference call
‘ind Regards;
brahim Kizildag Team Leader
IBSC
rom: Austin, Katie (ext) [mailtorkatie.austin-external GRO
sent: 19 October 2015 17:35 =
ffo: If-Solutions R SMC PostOffice Incident Management; Ibrahim Kizildag
cc: Jaisinghani, Pavan; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
[thank you Abhishek.
[ibrahim ~ I’ve suggested we have this teleconference as this issue has been bouncing between Fujitsu and NBSC for some time. Can
fou please confirm who from the NBSC would be best placed to participate in order that we can schedule the call? The Incident
agement Team will chair it.
Many thanks,
kat ic
from: If-Solutions R SMC PostOffice Incident Management
bent: Monday, October 19, 2015 5:33 PM
ffo: ibrahim.kizildagi Gi
cc: Walker, Rob; Austiii; "Katie (éxey~
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
mailto:ibrahim.kizilda GRO
Hi Ibrahim,
3 this incident is not getting resolved can we have con-call set up between NRSC & Fujitsu.
whe Site had transaction discrepancy,
ls per Fujitsu, they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last
removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be able
6 do the same but NBSC should advise on this.
lease can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the excess to
korrect the system cash holding"
Regards,
lbhishek Rane
Incident Management
Atos India
FUJ00081880
FUJ00081880
From: IT-Solutions RSMO Postolfice Incident Management
Sent: Monday, October 19, 2015 5:09 PM
enquires
Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service ~- horizon
{ transaction discrepancies
lease can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the excess to
correct the system cash holding!
I've found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last removed the discrepancy by
completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be able to do the same but NBSC
should advise on this.
egards,
hishek Rane
incident Management
tos India
From: IT-Solutions R SMC PostOffice Incident Management
lent: Monday, Octobs
'nbscenquires@
Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service ~ h
I transaction discrepancies
Hi Team,
Please can your team contact branch & check if your team can remove the discrepancy by 'c
correct the system cash holding’
mpleting a rem out for the excess to
egards,
hishek Rane
incident Management
tos India
‘rom: IT-Solutions R SMC PostOffice Incident Management
sent: Friday, October 16, 2015 3:35
to: NBSC Admin Team (nbsc. admin. tear
c: Walker, Rob
subject: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
‘kmailto:nbse.admin.tea#
GRO
Hi Team,
s per Fujitsu, please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for
the excess to correct the system cash holding’
egards,
Abhishek Rane
Incident Management
Atos India
Added evidence item ‘image008.jpg' from Email attachment
Date:21-Oct-2015 15:22:17 User:Zulfigar Sadiq
[fhe Call record has been assigned to the Team Member: Wayne Bragg
Date:22-Oct-2015 14:44:46 Uscr:Wayne Bragg
[Start of Response]
KEL acha621P has been raised to cover this.
[End of Response]
jesponse code to call type O as Category 40 -- Pending -- Incident Under Investigation
jbate:22-Oct-2015 14:44:59 User:Wayne Bragg
(Start of Response]
closing call
[End of Response]
esponse code to call type Q as Category 68 -- Final -- Administrative Response
jouting to Call Logger following Final Progress update.
lbefect cause updated to 41 -- General - in Procedure
Date:22-0ct=2015 1
[Start of Response]
t@22-Oct-2015 14:44:59 User:Wayne Bragg
[Start of Response]
losing call
[End of Response}
0:31 User
had _Daborn
FUJ00081880
FUJ00081880
Fesponse code to call type O as category 68 -- Final -- Administrative Response
Routing to Call Logger following Final Progress update.
Defect cause updated to 41 -~ General - in Procedure
[End of Response]
Response code to call type 0 as Category 68 ~- Final -- Administrative Response
outing to Call Logger following Final Progress update.
JDate:22-Oct-2015 14:52:38 User:Chad Daborn
ALL PCO247207 closed: Category 68 Type 0
Root Cause General - in Procedure
Logger _Mail Manager_-- EDSC
Subject Product General/Other/Misc -- SSC Adhoc Request (version unspecified)
Assignee _Mail Manager_-- EDSC
Last Progress 22-Oct-2015 14:52 -- Chad Daborn