FUJ00083494
FUJ00083494
FER nOHE ae ae nee eee ers
Peak Incident Management System
Call Reference — PC0195511 ‘Call Logger _ Customer Call_- EDSC
Release Reported In -- T86 Top Ref 2086042 :
Call Type Live Incidents/Defects Priority — : Cc-- Non-critical
Contact : EDSC- cc “Gall Status Closed -- Solicited Known Error
Target Date 08/03/2010 5 Effort (Man Days) ao Cc ‘ ‘
‘Summary a HNG-X Branch 069002 - Pouches. REMed in twice... : S ‘ x : cS I
All References ; Type : : oF ‘Value ; ae 4
ee : DevintRel-Director ITU Sval
/ TRIOLE for Service (2086042
Progress Narrative
Date:03-Mar-2010 16:15:10 User: Customer Call_
ALL PCO195511 opened
Details entered are:-
ummary: Janet (nbsc) states that duplicated pouches have been produce...
call Type:L
call Priority:c
jrarget Release: 786
Routed to:EDSC - Unassigned
INCIDENT MANAGEMENT
Date/Time Raised: Mar 3 2010 11:52AM
Priority: C
ontact Name:
‘ontact Phone
riginator: XXXXkX@TFSO1
riginator's reference: 2086042
Product Serial No:
product Site: 069002
Wanet (nbsc) states that duplicated pouches have been produced for this site, so the amount of £25000 was remed in twice
incident History:
2010-03-03 11:52:16 { Anaba, Lizzy]
HNIT : create a new request/incident/problem/change/issue
2010-03-03 12:01:01 { Anaba, Lizzy)
neut_en_rmg : Transfer Notification
2010-03-03 12:01:01 [ Anaba, Lizzy]
zneun_en_rmg ; Open Notification
2010-03-03 12:01:20 [ Anaba, Lizzy]
[L0G : Janet has stated that this is on the way to being resolved but was advised to log a call with horizon as this might be a
oftware issue as well.
jadvised that we will need to get more detail regarding this issue inother to investigate.we need to contact the branch.
ref given
Jnbsc ref: H22743113
2010-03-03 12:03:39 [ Anaba, Lizzy]
JFLD : FIELD="zcbflag' OLD='NO' NEW="'YES'
2010-03-03 12:12:18 { Morrison, Nicholas]
B : Called PO.
2010-03-03 12:12:33 { Morrison, Nicholas}
ILOG : pm has remmed in £25000 too much.
IPM states one of the pouches came out as a duplicate. I
IM is unsure if this is user error if it is a software fault.
BSC have not confrimed if it was user error or if they can reverse it.
2010-03-03 12:20:10 [ Morrison, Nicholas]
Zneut_en_rmg : Transfer Notification
2010-03-03 12:20:10 { Morrison, Nicholas}
jrR : Transfer ‘assignee’ from 'Anaba, Lizzy’ to ‘Morrison, Nicholas‘
transfer ‘group’ from "HSH2' to 'HSH3"
'010-03-03 12:20:31 [ Morrison, Nicholas]
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FUJ00083494
FUJ00083494
L0G : pm states that’ receipt a receipt comes out’ for every pouch:
}i requested if the there had any reference on them one that had printed twice.
Pm checks
2010-03-03 12:22:56 { Morrison, Nicholas]
fuoc : pm states that he will call back as he is busy.
if and when he calls back we will need the following details
re
BP
jTime he remmed in the cash approx
IThe node he did it on I
jthe user name he did it under
‘onfirm that he its was £25000 over
2010-03-03 12:29:37 [ Khaira, Sonny]
ENDUUP : PM called back.
fre: 11
BP: 01
flime he cemmed in the cash approx - Auto-Rem, 09.57
jhe node he did it on - 5
the user name he did it under ~ MPA0O1
confirm that he its was £25000 over - Not ever, exactly £25,000
\dvised PM that this will be investigated and he will be contacted when situation is resolved.
Ref already offered. I
2010-03-03 12:33:08 { Morrison, Nicholas]
L0G : nbsc are still to rule out user error before call is progressed to NBSC.
2010-03-03 12:36:48 ( Morrison, Nicholas]
ILOG : Sonny has ascertained all the details needed - await to hear from NBSC or Site to confirm if the user error has been
rule out before sending the call to SSC.
2010-03-03 15:36:55 [ Morrison, Nicholas}
B : Called PO - no one from NBSC has been in touch yet,
2010-03-03 16:07:05 { Carter, Damian} I
ENDUUP : Janet @ NBSC has called stating that user error has been rulled out. Janet states it shouldnt be allowed to be remmedI
in twice as an error will appear stating this bar code has already been scanned.
2010-03-03 16:13:46 [ Carter, Damian]
ILOG : PEAK: please can you investigate this as user error has been ruled out.
2010-03-03 16:14:20 { Carter, Damian]
zneut_en_rmg : Transfer Notification
2010-03-03 16:14:21 [ Carter, Damian]
IR : Transfer ‘assignee’ from ‘Morrison, Nicholas‘ to ''
jrransfer ‘group’ from 'HSH3' to 'PEAK*
Date: 03-Mar-2010 16:46:16 User:Catherine Obeng
[Start of Response] I
IPRESCAN:
[End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:03-Mar-2010 16:49:16 User:Catherine Obeng
Ihe call summary has been changed from:
janet (nbsc) states that duplicated pouches have been produce...
the call summary is now:
JNNG-X Branch 069002 - Pouches REM''ed in twice...
Date: 03-Mar-2010 16:49:42 User:Catherine Obeng
Product HNG-X Counter -- BUC-BranchAccounting (version unspecified) added.
Date:03-Mar-2010 16:52:30 User:Catherine Obeng
(Start of Response]
IPRESCAN: No info in call to indicate HSD / SMC have searched KEL. I found acha4221Q which might be relevant.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:03-Mar-2010 16:52:55 User:Catherine Obeng
Ithe Call record has been assigned to the Team Member: Anne Chambers
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Progress was delivered to Consumer
Date: 03-Mar-2010 18:23:49 User:Anne Chambers
[Start of Response]
this is a known problem - KEL acha4221Q. PC0195380 is with development.
jhe clerk pressed Prev after scanning the final barcode.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date: 04-Mar-2010 11:53:51 User:Anne Chamber:
[Start of Response]
Pouch 301209320891, containing £25,000 of £20 notes, was recorded twice at the branch (the clerk scanned the barcode only once
ut used the Prev key during the transaction) .
jthis has caused a £25,000 loss at the branch. The duplicate rem has also gone through to POL FS. Please send details to POL
ia BIMS.
[End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
esponse was delivered to Consumer
Date: 04-Mar-2010 11:54:14 User:Anne Chambers
the Call record has been transferred to the team: MSU-Indt Mgt
jProgress was delivered to Consumer
bate: 04-Mar-2010 12:33:05 User:Joanne Ball
[Start of Response]
any thanks.
Final BIMS issued to POL. I
Returning call to SSC.
[End of Response]
fResponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
esponse was delivered to Consumer
Date: 04-Mar-2010 12:33:10 User:Joanne Ball
the Call record has been transferred to the team: EDSC
Progress was delivered to Consumer
jDate: 04-Mar-2010 12:41:26 User:Lorraine Elliott I
jThe Call record has been assigned to the Team Member: Anne Chambers I
Progress was delivered to Consumer
Date: 05-Mar-2010 12:23:39 User:Anne Chambers
[Start of Response]
POL have been informed of the error via BIMS ref 195511. Hopefully they will issue a TC to correct the loss at the branch.
jthe underlying problem, caused by using the Prev button during or just after scanning pouch barcodes, is still under
investigation.
[End of Response]
Response code to call type L as Category 67 -- Final -- Solicited Known Error
Routing to Call Logger following Final Progress update.
Service Response was delivered to Consumer
Date: 05-Mar-2010 12:23:39 User:Anne Chambers
ALL PCO195511 closed: Category 67 Type L
jDate:05-Mar-2010 12:23:39 User:Anne Chambers
[Defect cause updated to 14 -- Development - Code
Date: 05-Mar-2010 13:02:48 User: Customer Call_
onsumer XXXXXX@TFS01 has acknowledged the call closure
Root Cause : Development - Code
‘Logger = ‘ "Customer Call_-- EDSC
‘Subject Product : HNG-X Counter BUC-BranchAccounting (version unspecified) ;
Assignee “Customer Call_ -- EDSC : : oe
Last Progress 05-Mar-2010 13:02 -- _Customer Call_
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