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Peak Incident Management System
Call
IPC0197769 Call Logger Customer Call_ -- EDSC
Reference a _
Release ager At-HNG-X ron Ref ICTR_APP_X0122_V051
Call Type Live Incidents/Defects Priority IB -- Business restricted
Contact IEDSC Call Status Closed -- S/W Fix Available to Call
Logger
Target Date 18/04/2010 Effort(Man Ip
Days)
Summary IF AD021329 recovery into wrong TP/BP.
All
References Type Value
DevIntRel-Director ITU SV&I
ITRIOLE for Service [2238726
Release PEAK. iPCO199000
Product Baseline ICTR_APP_X0122_V051
ISSCKEL lachaS650L
Collections _ {Name [User Date
PrescanCounter Lorraine Elliott }15-Apr-2010 10:15:31
Progress Narrative
Date:15-Apr-2010 10:06:35 User: Customer Call_
CALL PC0197769 opened
Details entered are:-
summary:pm was transferred from the helpline. pm was balancing last ...
call Type:L
all Priority:C
Target Release:T86
Routed to:EDSC - _Unassigned_
Date: 15-Apr-2010 1
INCIDENT MANAGEMENT
Date/Time Raised: Apr 15 2010 9:49AM
Priority: C
ontact Name
contact Phone
riginator: XXX
riginator's referen
Product Serial No:
021329
35 Use
_Customer Call_
2238726
m was transferred from the helpline. pm was balancing last night. a clerk
swapped terminals yesterday because the pin pad was not working. the clerk got
three disconnected receipts for 190.86. the clerk balanced last night and was
short by that amount.
Incident History:
2010-04-15 09:49:41 [ Vasse, Anthony]
INIT : create a new request/incident/problem/change/issue
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2010-04-15 09:52:13 [ Vasse, Anthony]
Izneun_en_rmg : Open Notification
2010-04-15 09:52:13 [ Vasse, Anthony]
Izneut_en_xrmg : Transfer Notification
2010-04-15 09:52:17 [ Vasse, Anthony]
LOG : pm did a transaction log and got the following session nos.
session id 9-671200-4
serve customer card account withdrawal limit
for 190.86.
the session has got the pm and not the clerks log details
GIO01
[fhe trans was completed by LSU002. her details are not on the receipt.
the receipt ses that the transaction was done Transaction period 01 bp 01
nder stock SJ username TGIO01.
The transaction was completed by LSU002 in 12 bp04.
m said she is actually in transaction period 12 bp 04.
the pm thinks that the transaction was started around 12:21.
the clerk moved position and got the recovery receipts at 12:26.
the transaction appears to have been finished at 13:30.
2010-04-15 09:55:41 [ Vasse, Anthony]
FLD : FIELD='zcbflag' OLD='NO' NEW='YES'
2010-04-15 09:55:52 [ Vasse, Anthony]
LOG : the money was paid out.
2010-04-15 09:56:20 [ Vasse, Anthony]
ILOG : pm has following information on the discount slips.
isconnected session
recovery code 6711920
lo attempt to reverse any transaction from this session until this counter has
een
successfully recovered.
m then has follow details:
ate 14/4/2010
at 12:25
session nos 9-671194
card account balance enquiry 0
card acount withdrawal limit 190:86
total due to customer 190:86
cash to customer 190:86
alance 0.
m has three receipts with all the above details and session number.
2010-04-15 09:59:14 [ Vasse, Anthony]
LOG : the pm said she was 198:11 short.
2010-04-15 09:59:30 [ Vasse, Anthony]
iLoG : all the pin pad and ap transactions are correct.
2010-04-15 10:00:23 [ Vasse, Anthony]
I.0G : can peak pls investigate this balance issue:
m wants to know why this transaction has gone through on a different week nos
and different period nos.
isession id 9-671200-4
serve customer card account withdrawal limit
for 190.86.
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the session has got the pm and not the clerks log details
TGIOO1
(The trans was completed by LSU002. her details are not on the receipt.
the trans was completed by LSU002. her details are not on the receipt.
the receipt ses that the transaction was done in transaction period 01 bp 01
under stock SJ username TGIOO1.
the transaction was completed by LSU002 in 12 bp04.
2010-04-15 10:05:17 [ Vasse, Anthony]
Izneut_en_xrmg : Transfer Notification
2010-04-15 10:05:27 [ Vasse, Anthony]
TR : Transfer assignee from 'Vasse, Anthony' to
Ifransfer group from 'HSH3' to 'PEAK'
Date:15-Apr-2010 10:15:10 User:Lorraine Elliott
Ihe call summary has been changed from:-
m was transferred from the helpline. pm was balancing last
(he call summary is now:-
IFADO21329 balance issue
Date:15-Apr-2010 10:15:17 User:Lorraine Elliott
Product EPOSS & DeskTop -- Counter Common (version unspecified) added.
Date: 23-Apr-2010 10:05:10 User:Anne Chambers
[the Call record has been assigned to the Team Member: Anne Chambers
progress was delivered to Consumer
lDate:23-Apr-2010 10:10:01 User:Anne Chambers
[Start of Response]
hich nodes I expect I can find out but it is an obvious question.
{End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
Date: 23-Apr-2010 18:22:34 User:Anne Chambers
[Start of Response]
hat happened:
2:21 counter 9. Clerk LSU002 did a banking withdrawal for 190.86 which was
added to the basket. The basket was not settled.
2:25 Same clerk logs on to counter 10 without logging out from counter 9
first.
lessage displayed:
lou are currently logged in at another counter position. If you login here,
your original session will terminated and you will be forced to logout when you
return to your original terminal.
press Continue to login or press Cancel.
Ihe clerk pressed Continue. The session on counter 9 was terminated and 3
isconnected session receipts printed, to show that there was an outstanding
session for which recovery would be needed.
13:30 Clerk TGI001 logged into counter 9 (again this was a concurrent logon,
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they were already logged on to counter 1, and there were a couple of attempts
to log on). Recovery for the outstanding session was invoked.
the recovered basket was written into the correct stock unit SJ, but TP 1 BP 1.
stock unit SJ was in TP 12 BP4 (and wasn't rolled over until the following
ay). The stock unit PG1 to which TGI001 was attached had already been rolled
lover into the new TP.
[End of Response}
esponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
sponse was delivered to Consumer
Date:23-Apr-2010 18:23:36 User:Anne Chambers
[Start of Response]
fortunately I was too late to get the counter logs. I will see what I can
find in the bal logs on Monday.
[End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
Date: 26-Apr-2010 10:44:48 User:Anne Chambers
ithe call summary has been changed from:-
IFADO21329 balance issue
ihe call summary is now:-
IFADO21329 recovery into wrong TP/BP
Date: 26-Apr-2010 11:02:07 User:Anne Chambers
[Start of Response]
I've now reproduced this in LST, logging into a counter with outstanding
recovery using a user attached to a different stock unit which is in a
ifferent TP/BP from the original.
This is a serious problem because the recovered session uses the correct
(original) stock unit but the TP/BP of the stock unit to which the recovering
ser is attached.
For the original stock unit, this TP/BP may not yet exist, or may already have
een balanced, or may never exist. In the first case (as for this branch
Ireporting the problem) they will have a loss in one TP but a matching gain the
ext. In the latter two cases the transaction will never be included in the
accounts.
It've contacted the PM who confirms that they did have a gain in the next
eriod.
I've talked to Gareth Jenkins about this and we will attempt to find out
fhether any other recovered transactions have been similarly affected.
Increasing priority to A, because of the financial implications, and passing
call to 4th line. I have not attached any evidence, it is easily reproducible.
{End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
sponse was delivered to Consumer
Date: 26-Apr-2010 11:02:12 User:Anne Chambers
[he call Priority has been changed from C
[fhe call Priority is now A
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Date: 26-Apr-2010 11:02:36 User:Anne Chambers
Ihe Call record has been transferred to the team: xCtr_GDC
Progress was delivered to Consumer
Date: 26-Apr-2010 11:06:51 User:Suresh Chitikela
(fhe Call record has been transferred to the team: xCtr_BNK_GDC
the Call record has been assigned to the Team Member: Ramesh Kalavakolla
Progress was delivered to Consumer
:26-Apr-2010 12:04:00 User:Cheryl Card
ithorisec
bate: 26-Apr-2010 13:09:17 User:Ramesh Kalavakolla
[Start of Response]
nalysis:
ble to re-produce this issue as per the below
'LKOO1 is in TP 08 & BP 01 & SU EWQ
IANOO1 is in TP 08 & BP 02 & SU BB1
LKO01 added a banking withdrawal for 200 to basket and not settled. With the
isame user logs on to another counter without logging out from first counter
essage displayed, pressed Continue. The session on first counter was terminated
land 3 disconnected session receipts printed
IANOO1 logged in the counter and recovery invoked for the above transaction.
then we logged in as CLk001 and saw Trail Balance report and didnot find 200 in
PAYMENTS section (Cash Withdrawal).
Then we rolled over CLK001 to BP 02 and again saw the Trail Balance report and
lable to find the withdrawal amount of 200.
{End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
Date:26-Apr-2010 16:31:56 User:Ramesh Kalavakolla
(Start of Response]
ecovery bean is having the TP/BP of the SU of the recoverable item.
"SelectRecoveryDataForCounter" is getting the TP/BP of the recoverable item.
ut no where these TP/BP are used.
the basketHeader in SettlementFacade.configureBankingSpecificData() is using
ithe current user's TP/BP. Investigating furthur....
[End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
JDate:27-Apr-2010 11:18:40 User:Ramesh Kalavakolla
[Start of Response]
oot Cause
Tt is evident from checking the recovered settlement request sent to OSR that
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TR is sending the wrong TP/BP in optional data
<Dyno><directive:Entry Name='basketHeader '><BasketHeader><directive:Entry
ame=' optionalData '><OptionalData><directive:Entry
jame=' recoveredUser'><String>SMOKE5</String></directive:E
ntry></OptionalData></directive:Entry><directive:Entry
stockUnitId'><String>8</String></directive:Entry><directive:Entry
stockUnitBalancePeriod'><Integer>2</I
teger></directive:Entry><directive:Entry
ame='stockUnitTradingPeriod'><Integer>52</I
teger></directive:Entry><directive:Entry
txnMode '><Integer>1</Integer></directive:Entry><directive:Entry
counterMode'><Integer>119</Integer></directive:Entry><directive:Entry
jame='basketStructureVersion'><String>1</S
tring></directive:Entry><directive:Entry
jame='ssn'><Long>266</Long></directive:En
itry></BasketHeader></directive:Entry>
(End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
sponse was delivered to Consumer
pate: 27-Apr-2010 14:22:36 User:Ramesh Kalavakolla
[Start of Response]
lore Analysis and proposed solution:
tr is sending current stockunit TP/BP in recovery settlement request. This
I'P/BP are updated in db during settlement of the recovery item.
01 1ForwardRecoveryStrategy.setUpRecoveryBasket() sets the optionaldata for the
recovery item.
In SettleBLO.setUpBasketData() the TP/BP are overridden with current stockunits
iTP/BP.
(This is where the TP/BP of the recovery item is changed to the current
lstockunit's TP/BP.
In SettleBLO.setUpBasketData(), the stockunit is set as current stockunit only
if (basketHeader.getStockUnitId() == null)
so, we propose to set the TP/BP in the basketHeader in the sameway to fix the
issue.
heck for null for TP/BP in basketheader, then only Set TP/BP to current
lstockunit's TP/BP.
Hi f (basketHeader.getStockUnitTradingPeriod() == null)
if
asketHeader.setStockUnitTradingPeriod (stockUnitP
lrofileLDO.getCurrentStockUnitTradingPeriod());
)
The same for BP also.
[End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
7-Apr-2010 14:22:55 User:Ramesh Kalavakolla
ction placed on Team:xCtr_OSR_SME, User:Steven Porter
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Date: 28-Apr-2010 07:57:06 User:Steven Porter
(Start of Response]
jalter is up to speed on this issue; can you ask him to act as SME on this.
{End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
Date: 28-Apr-2010 07:57:12 User:Steven Porter
ction has been removed from the call
Date: 28-Apr-2010 08:00:58 User:Ramesh Kalavakolla
ction placed on Team:xCtr_OSR_SME, User:Walter Wright
Date: 28-Apr-2010 10:34:49 User:Walter Wright
[Start of Response]
fhe fix looks ok although we are still considering whether there are any
lanforeseen implications. Please continue to do further testing, particularly in
the area of RollbackRecovery, and different scenarios such as original TP/BP
ahead of logon TP/BP, original behind logon TP/BP etc. Also, I would like some
confirmation that this fix does not impact SettleBLO in its role of normal
settlements (i.e. non-recovery). Please provide evidence that this testing has
een carried out.
{End of Response]
sponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
sponse was delivered to Consumer
Date: 28-Apr-2010 10:34:52 User:Walter Wright
ction has been removed from the call
Date: 28-Apr-2010 10:47:55 User:Ramesh Kalavakolla
[Start of Response]
PIX IMPACT
IMPACT ON DEVELOPMENT:
day for coding and testing
IMPACT ON TEST:
Ineed to perform manual testing
IMPACT ON USER:
Impact on the user minimal, by making this fix,for above scanario, recovered
asket was written into the correct stock unit and TP/BP
IMPACT ON OPERATIONS:
ItTmpact on the operations HIGH
ISKS (of releasing and of not releasing proposed fix):
y making this ,for above scanario, recovered basket was written into the
correct stock unit and TP/BP
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Not-releaing:
y not -releaing this fix,for above scanario,recovered basket was written into
ithe correct stock unit and incorrect TP/BP,hence financial implications
LIST OF LIKELY DELIVERABLES:
iSettleBLO.java
[End of Response]
sponse code to call type L as Category 42 -- Pending -- Documentation Error
Diagnosed
sponse was delivered to Consumer
Date: 28-Apr-2010 11:22:39 User:Ramesh Kalavakolla
[Start of Response]
hanging the status
[End of Response}
Response code to call type L as Category 41 -- Pending -- Product
Diagnosed
Response was delivered to Consumer
ror
Date: 28-Apr-2010 11:48:38 User:Ramesh Kalavakolla
ction placed on Team:RelMngmntForum
Date: 29-Apr-2010 16:25:09 User:Tyrone Cozens
The call Target Release has been moved to Targeted At -- HNG-X 01.22.01
Date: 29-Apr-2010 16:25:13 User:Tyrone Cozens
ction has been removed from the call
Date: 29-Apr-2010 16:25:19 User:Tyrone Cozens
[Start of Response]
fargeted for 01.22.01.00 as agreed in RMF
[End of Response]
esponse code to call type L as Category 56 -- Pending -- Live Fix Authorised
sponse was delivered to Consumer
Date: 29-Apr-2010 16:37:57 User:Walter Wright
Please ensure that SME (myself) reviews a patch file before committing to CVS.
Date: 30-Apr-2010 08:18:33 User:Ramesh Kalavakolla
IHNGX CODE FIX
FIX DESCRIPTION
Described Above
[PROPOSED BRANCH
TRO1_22_01_00_RELEASE
COUNTER JAVA FILES CHANGED
settleBLO.java Updated
OUNTER PDL FILES CHANGED
one.
OUNTER REFDATA FILES CHANGED
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one.
SHARED CODE FILES CHANGED
jone.
AL JAVA CODE FILES CHANGED
one.
SOL FILES CHANGED
lone.
THER FILES CHANGED
one.
PPROPRIATE CODE COMMENTS
Yes
DEPENDENCIES
lone.
ELATED PROBLEMS
jone.
INIT TESTING EVIDENCE
Perfomed testing on below scanrio
Scenario 1
ll. CLKO01 added a banking withdrawal for 200 to basket and not settled. With
the same user logs on to another counter without logging out from first counter
essage displayed, pressed Continue. The session on first counter was terminated
land 3 disconnected session receipts printed
2. MANOO1 logged in the counter and recovery invoked for the above transaction.
8. able to see correct TP/BP was utilized to recover the banking
Itransaction.please find the evidence as a attachment
Scenario 2:
performed non-recoverable transaction, added postage stamps to basket and
settled successfully and observed in the settlement request TP/BP are using the
current user
EGRESSION TEST CLASS
one
ACKWARDS COMPATIBILITY
jone
IDate:30-Apr-2010 08:21:41 User:Ramesh Kalavakolla
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vidence Added - Code -Fix
Date: 30-Apr-2010 08:38:30 User:Ramesh Kalavakolla
vidence Added - ing Evide for Scenariol
Date: 30-Apr-2010 08:43:51 User:Ramesh Kalavakolla
ction placed on Team:xCtr_OSR_SME, User:Walter Wright
Date: 30-Apr-2010 08:54:02 User:Walter Wright
the patch file appears to be ok.
(The testing evidence is meaningless without knowing which TP/BP the respective
sus were in. Also, there doesn't seem to be any evidence for the ahead of
logon/behinf logon scenarios, which are my main concern.
Date: 30-Apr-2010 08:54:04 User:Walter Wright
ction has been removed from the call
JDate:30-Apr-2010 13:36:18 User:Ramesh Kalavakolla
esting Evidence:
ISMOKE5 is in TP 51/BP 01/sU 8
AMESH is in TP 52/BP 02/SU WAL
RollBack Recovery:
Login as SMOKE5,add a stamp to basket and try to settle with Fast cash
byno [BasketHeaderClassifier id: 337177{optionalData=Dyno [OptionalDataClassifier
id: 29796093{}], txnMode=1, counterMode=1, basketStructureVersion=1,
lstockUnitId=8, stockUnitTradingPeriod=51, stockUnitBalancePeriod=1, ssn=334)]
asket reached datacenter ? no reply. (Session committed at BAL but not
acknowledged to counter) and login again with user RAMESH, recovery invoke
Ibyno [BasketHeaderClassifier id: 23303701{optionalData=Dyno
(OptionalDataClassifier id: 20955323{reversalNodeId=3, reversalSessionId=334,
lrecoveredUser=SMOKE5}], stockUnitId=8, stockUnitBalancePeriod=1,
lstockUnitTradingPeriod=51, txnMode=1, counterMode=118,
asketStructureVersion=1}]
ITP/BP ahead of originla TP/BP:
Login as SMOKES and added a banking transaction to basket,crashed the counter
Login as RAMESH
Dyno [BasketHeaderClassifier id: 23303701{optionalData=Dyno
(OptionalDataClassifier id: 20955323{reversalNodeId=3, reversalSessionId=334,
lrecoveredUser=SMOKE5}], stockUnitId=8, stockUnitBalancePeriod=1,
IstockUnitTradingPeriod=51, txnMode=1, counterMode=118,
asketStructureVersion=1}]
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I'P/BP behind of original TP/BP:
Login as RAMESH and added a banking transaction to basket,crashed the counter
Login as SMOKES
Dyno [BasketHeaderClassifier id: 22033632{optionalData=Dyno
(OptionalDataClassifier id: 6968569{recoveredUser=RAMESH}], stockUnitId=WAL,
lstockUnitBalancePeriod=2, stockUnitTradingPeriod=52, txnMode=1,
lcounterMode=119, basketStructureVersion=1}}
[Date:30-Apr-2010 13:36:37 User:Ramesh Kalavakolla
ction placed on Team:xCtr_OSR_SME, User:Walter Wright
Date: 30-Apr-2010 15:22:39 User:Walter Wright
testing looks fine. You may go ahead and commit the fix.
Date: 30-Apr-2010 15:22:40 User:Walter Wright
ction has been removed from the call
Date: 30-Apr-2010 15:36:49 User:Ramesh Kalavakolla
[Start of Response]
ode changes committed to CTRO1_22_01_00_RELEASE
settleBLO. java 1.12.28.1
[End of Response]
esponse code to call type L as Category 46 -- Pending -- Product Error Fixed
esponse was delivered to Consumer
JDate:30-Apr-2010 15:37:11 User:Ramesh Kalavakolla
ithe Call record has been transferred to the team: xCtr_REL_GDC
Progress was delivered to Consumer
IDate:06-May-2010 14:34:18 User:Pavan Vejendla
(CIT Test Result
rested the successfully with the CTR_APP_X0122_V051 at 4LS_CCIT as part of
TRO1.22.01.00 release.
Scenarios covered
suse two different users with the same branch code
Two users has to be in different TP and BP
Login as 1st users do a banking transaction, keep the item in the basket and
rash the counter
Login as 2nd user and now recovery will happen
servations
evified the transaction details in DB, able to see correct TP/BP was utilized
Ito recover the banking transaction..
Date: 06-May-2010 14:36:25 User:Pavan Vejendla
evidence Added - evidence
Date: 08-May-2010 13:01:38 User:Pavan Vejendla
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the Call record has been assigned to the Team Member: Kishor GaneshRao
Progress was delivered to Consumer
Date:10-May-2010 14:20:12 User:Kishor GaneshRao
(The call Target Release has been moved to:Targeted At -- HNG-X 01.22.01
eference Added: Product Baseline CTR_APP_X0122_v0S
[Start of Response]
oving to Integration
[End of Response]
esponse code to call type L as Category 48
the Call record has been transferred to the team: Development calls ready for
Integration
fhe Call record has been assigned to the Team Member: _Unassigned_
IDate:14-May-2010 11:46:16 User:John Budworth
eference Added: Rel 99000
Date :20-May-2010 08:04:03 User:Vijesh Pandya
[Start of Response]
his baseline is available for test
[End of Response]
esponse code to call type L as Category 49
Ihe Call record has been transferred to the team: Live Support Team
(The Call record has been assigned to the Team Member: _Unassigned_
IDate:17-Jun-2010 16:24:55 User:Sheila Bamber
Passed LST test - See release note for details
(The Call record has been assigned to the Team Member: Release to Live
Date: 23-Jun-2010 10:18:35 User:John Budworth
(Start of Response]
TR_APP_X0122_V051 released to live pilot June 4th via Tivoli Product
OUNTER_X0122 52_2.
Roll out to the HNGX estate commenced June 14th.
outing to call logger for closure.
[End of Response]
sponse code to call type L as Category 60 -- Final -- S/W Fix Released to
all Logger
outing to Call Logger following Final Progress update.
Response was delivered to Consumer
Defect cause updated to 14 -- Development - Code
IDate:23-Jun-2010 10:20:21 User:Garrett Simpson
eference Deleted: SSCKEL acha5650L
Date: 23-Jun-2010 10:22:11 User:Garrett Simpson
[the call Priority has been changed from A
he call Priority is now B
Date: 23-Jun-2010 10:22:22 User:Garrett Simpson
[the Call record has been assigned to the Team Member: Anne Chambers
Progress was delivered to Consumer
IDate:23-Jun-2010 10:24:36 User:Anne Chambers
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[Start of Response]
we've already seen that this fix is being effective.
{End of Response]
Response code to call type L as Category 60 -- Final -- S/W Fix Released to
all Logger
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
Closing call.
Date: 23-Jun-2010 10:24:36 User:Anne Chambers
CALL PCO197769 closed: Category 60 Type L
IDate:23-Jun-2010 10:38:16 User:_Customer Call_
(Consumer XXXXXX@TFSO1 has acknowledged the call closure
Root Cause Development - Code
Logger I Customer Call_ -- EDSC
Subject Product IEPOSS & DeskTop -- Counter Common (version unspecified)
Assignee Customer Call_ -- EDSC
Last Progress 23-Jun-2010 10:38 -- _Customer Call_
IRRELEVANT 18/07/2018