FUJ00083493
FUJ00083493
_Peak Incident Management System _
Call Reference PC0229446 Call Logger _ Customer Call_ -- EDSC
Release Reported In -- HNG-X R6.50 Top Ref A3987846
Call Type Live Incidents/Defects : Priority C -- Non-critical
Contact EDSC Call Status Closed -- No fault in product
Target Date 17/11/2013 : Effort (Man Days) 0
Summary FAD 242611 - PM doing cash declarations every now and again has major loss
AllReferences Type Value :
TRIOLE for Service A3987846
DevintRel-Director Live Supp.Test
Progress Narrative
(Pe:12-Nov-2013 14:12:46 User: Customer Call_
(ALL PC0229446 opened
betails entered are:~
Summary:PM doing cash declarations every now and again has major loss
all Type:L
all Priority:c
farget Release: HNG-X R6.50
outed to:EDSC - Unassigned
‘Customer Call
“Nov-2013 14:12:46 Use.
HNCIDENT MANAGEMENT
Date/Time Raised: Nov 12 2013 1:34PM
riority: C
ontact Name: Mil
contact Phone: f
riginator: XX!
iginator's reference
Product Serial No:
oduct Site: 242611
A3987846
Itransfer Note: Transfer Assignee from 'Pikesley, Robert ‘ to '!
Itransfer Group from 'POA-HSH3' to 'POA-FJ-PEAK"
PM doing cash declarations every now and again has major loss
incident History:
2013-11-12 13:34:59 [ Pikesley, Robert ]
KNIT : Create a new request/incident /problem/change/issue
2013-11-12 13:39:45 [ Pikesley, Robert ]
eneut_en_poa : Transfer Notification
2013-11-12 13:39:45 [ Pikesley, Robert ]
neun_en poa : Open Notification
2013-11-12 13:40:00 [ Pikesley, Robert ]
oc : PM has had Cash declaration problem throughtout year and is lossing a lot every now and again
@ phone up Helpline told him cant of declared properly
ne states that he losses £2000 Then jumps suddenly to £4000, one point they lost £8000 and is Always losing money
stated that he Has 3 post offices only happens at this site
\dvised id get this call sent to peak to look for any software error
2013-11-12 13:44:00 [ Pikesley, Robert ]
Io : Counter can ping
fas 4 counters - only done cash declaration on back office counter, hasnt tried on any other counter
Done a declaration This morning and had a £6000 loss
it shows No error message when doing it
o report prints out only print out of cash declaration
date: 12/11/13 time: 12.34
hast Rollover = 7/11/13 = 8:00
eystrokes: F14-42-Print out F/1156/1,
FUJ00083493
FUJ00083493
[trading Period - 08 Balance Period - 01
stock unit AA
2013-11-12 13:48:00 [ Pikesley, Robert ]
LOG : ***** RECOMMENDATION *****
‘lease investigate on why cash declartion is losing a lot of money every now and again
013-11-12 13:58:00 [ Pikesley, Robert }
toc : Node ID: 1
013-11-12 14:01:00 [ Pikesley, Robert I
0G : Voiced NBSC quoted ref H18174172 to see what checks they have done themselves before transferring call to horizon
[hey stated They had trainers come into the office and ruled out user error
2013-11-12 14:09:00 [ Pikesley, Robert }
LOG : ***###+* Recommendat Lont**#**##
PLease investigate on why there is a £6000 loss in cash declaration, please see call log for full details.
13-11-12 14:10:00 [ Pikesley, Robert ]
loc : No relevant KA
b013-11-12 14:11:00 [ Pikesley, Robert
toc _: Call checked by Ken
2013-11-12 14:11:26 [ Pikesley, Robert
neut_en poa : Transfer Notification
JDate:12-Nov-2013 14:14:37 User:Gary Maxwell
the call summary has been changed from:-
lM doing cash declarations every now and again has major los
fhe call summary is no
FAD 242611 - PM doing cash declarations every now and again has major loss
Jbate:12-Nov-2013 14:15:11 User: Gary Maxwell
oduct EPOSS & DeskTop -- Balancing (version unspecified) added.
[Date:12-Nov-2013 14:34:38 User: Gary Maxwell
Ihe Call record has been assigned to the Team Member: Anne Chambers
progress was delivered to Consumer
Ee:12-Nov-2013 14:57:05 User: Customer Call_
BSC called in for a message for Rob,
IBSC states the user error checks where carried out by Aduitors at the site and not over the phone
\dvised i would update the call
Date:12-Nov-2013 15:50:04 Uscr:Anne Chambers
[Start of Response]
hen the variance is checked following a cash declaration, the system compares the declared amount against the expected amount
(i.e. the opening cash figure for the period adjusted by all cash movements since then).
Ii have checked the system figures again the declared figures for stock unit AA since the rollover on 7th November and can confirm
that all the variances reported since then have been calculated correctly. There are no known issues that would result in the
ariance being incorrect.
for example, on 7th Nov, the opening cash figure after rollover was £60125.
22300 was remmed in
6500 was transferred out
single SC transaction £11183.60 in
jo at this point there should be £87038.60 in the drawer
cash declared at 15:29: £81580 i.e. £5528.60 short (though the variance wasn't checked at this point)
fk can't tell why the declared cash doesn't match the expected cash figure, the branch need to make sure that what they have
jrecorded on the system is correct, and investigate the anomalies.
Please pass this information back to NBSC.
[End of Response]
esponse code to call type L as Category 62 -- Final -- No fault in product
outing to Call Logger following Final Progress update.
ervice Response was delivered to Consumer
Date:12-Nov-2013 15:50:04 UscrAnne Chambers
FALL PC0229446 closed: Category 62 Type L F/1156/2
FUJ00083493
FUJ00083493
‘Anne Chambers
General ~ User
Date:12-Nov-2013 15:50:04 Us
efect cause updated to 40 -
Root Cause General - User
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Balancing (version unspecified)
Assignee _ Customer Call_ -- EDSC
Last Progress 12-Nov-2013 15:50 -- Anne Chambers
F/1156/3