FUJ00082289
FUJ00082289
Peak Incident Management System
Call Reference PC0223333 Call Logger Andy Dunks -- MSU-Indt Mgt
Release Reported In -- HNG-X 05.50 Top Ref KEL seng2037L
Call Type Live Incidents/Defects Priority B -- Business restricted
Contact Andy Dunks Call Status Closed -- Reconciliation - resolved
Target Date 04/02/2013 Effort (Man Days) 0
Summary Branch 153113 - NB102 Section 5 EPAY - State 4 and Failed Recovery
All References Type : Value
SSCKEL KEL seng2037L
DevIntRel-Director Live Supp.Test
MSC Task 04370072153
SSCKEL KEL seng2037L
Progress Narrative
pate:01-Feb-2013 09:13:34 User:Andy Dunks
CALL PC0223333 opened
Details entered are:~
lsummary:Branch 153113 - NB102 Section 5 CAPO - State 4 and Failed Recovery
call Type:
call Priorit
ffarget Rele: NG-X 05.50
routed to:MSU-Indt Mgt - _Unassigned_
A
Jbate:01-Feb-2013 09:13:33 Uscr:Andy Dunks
[Start of Response]
PLEASE NOTE: This call has an 8 hour SLA
for Client: EPAY produced on 31/01/2013.
lsranch shows one new exception with Txn Id: 153113-1-4008553-1
Receipt date 29/01/2013, Amount: £5.00
[this branch also appears on the Failed Recovery Report. Could SSC please investigate why?
KEL acha959T (surs136M for DCS) may be relevant.
relevant reports attached. Sending to $SC for investigation.
M*PLEASE include further txn attempts with the same PAN immediately after this txn if applicable as this is useful for Post
ffice Ltd for settlement issues**
[End of Response]
Response code to call Live Incidents/Defects(L) as Potential Problem Identified (38)
Date: 01-Feb-2013 09:18:10 User:Andy Dunks
Javidence Added ~ 12 SectionS BPAY
jbate:01-Feb-2013,
JDate:01-Feb-2013 09:22:52 User:Andy Dunks
lkeference Added: M: k 04370072153
bate:01-Feb-2013 09:23:24 User:Andy Dunks
ISC 04310072153 raised for SSC to remove txn from failed recovery report
[Date:01-Feb-2013 09:23:34 User:Andy Dunks
[the Call record has been transferred to the team: EDSC
comments =
KEL Reference:
lbat¢:01-Feb-2013 09:24:52 Uscr:Rob Gelder
FUJ00082289
FUJ00082289
fhe Call Yecord has been assigned to the Team Member! Sarah English
Jbate:01-Feb-2013 0:
Defect cau
4:34 User:Sarah English
e updated to 41: General - in Procedure
bate:01-Feb-2013 0.
[Start of Response]
investigating.
{End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
4:57 Uscr:Sarah English
joate:01-Feb-2013 11:10:11 User:Sarah English
[fhe call summary has been changed from:~
Branch 153113 - NB102 Section 5 CAPO ~ State 4 and Failed Recovery
the call summary is now
Branch 153113 - NB102
ion 5 EPAY - State 4 and Failed Recovery
jbate:01-Feb-2013 1:
User:Sarah English
top Reference set z
JDate:01-Feb-2013 1: User:Sarah English
Reference Deleted: SSCKEL acha959T
jDate:01-Feb-2013 12:08:51 User:Sarah English
Evidence Added - Txn history available for B 153113, (Hzn Txn Td:
JDate:01-Feb-2013 1:
[Start of Response]
SU: please find attached the txn history for this branch and note the background and conclusion at the end? Thank you.
0:31 User:Sarah English
to Ms
ng this call bac
[End of Response]
Response code to call type Las C
U for your immediate progression.
tegory 38 -- Pending -- Potential Problem Identified
jDate:01-Feb-2013 12:10:38 User:Sarah English
[the Call record has been transferred to the team: MSU-Indt Mat
Date: 01-Feb-2013 15:45:13 User:Andy Dunks
[Start of Response]
Final BIMS issued to POL, closing call
[End of Response]
Response code to call type L as Category 90
Routing to Call Logger following Final Progress update.
Final -
Reconciliation - resolved
Oate:01-Feb-2013 15:45:19 User:Andy Dunks
CALL PC0223333 closed: Category 90 Type L
[Datc:04-Feb-2013 08:31:59 Uscr:Raj Bains
CALL PC0223333 reopened by Raj Bains
jate:04-Feb-2013 08:32:18 User:Raj Bains
Routing call back for MSC to be actioned
bate:04-Feb-2013 08:32:21 User:Raj Bains
fhe call Priority has been changed from A
the call Priority is now B
JDate:04-Feb-2013 08:32:31 Uscr:Raj Bains
[the Call record has been transferred to the team: EDSC
Date: 04-Feb-2013 09:09:07 User:Davia Seddon
[fhe Call record has been assigned to the Team Member: David Seddon
bate:04-Feb-2013 0:
[Start of Response]
cleared failed recovery.
1:55 Uscr:David Seddon
FUJ00082289
FUJ00082289
Tend of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
JDate: 04-Feb-2013 09:32:06 User:David Seddon
[Start of Response]
returning call.
[End of Response]
Response code to call type b as Category 90 -- Final -~ Reconciliation ~ resolved
Routing to Call Logger following Final Progress update.
bate:04-Feb-2013 09:33:51 Uscr:Raj Bains
[Start of Response]
thanks, closing call
[End of Response]
lkesponse code to call type L as Category 90 -- Final ~~ Reconciliation - resolved
Routing to Call Logger following Final Progress update.
Jbate:04-Feb-2013 09:33:53 Uscr:Raj Bains
CALL PC0223333 closed: Category 90 Type L
77-Feb-2013 10:03:25 User:Sarah English
ng2037L authorised
Root Cause : General - in Procedure
Logger Andy Dunks -- MSU-Indt Mgt
Subject Product Network Banking -- NB Counter (version unspecified)
Assignee Andy Dunks -- MSU-Indt Mgt
Last Progress 07-Feb-2013 10:03 -- Sarah English