FUJ00083631
FUJ00083631
Peak Incident Management System
Call Reference PC0083101 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- BI_2S20R-Provisional Top Ref E-0210270003
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- Unpublished known error
Target Date 30/10/2002 Effort (Man Days) 0
Summary FAD323329 - error modifying entry in the run map.
Progress Narrative
foate:27-Oct-2002 02:15:00 Uscr: Customer Call.
ALL PCO083101:Priority B:CallType L - Target 30/10/02 20:00:00
27/10/02 01:55 Node: H32332900103. Event Date/Time: 01:41:42. Event
severity: CRITICAL. Event Text: 'Riposte function RiposteCreateMessageEx
cknowledge Result for 323329/53/20697 reports unexpected
lerror=Riposte (0xC1090003): Timeout occurred waiting for lock. (0xC1090003)*.
IKEL Ref:
27/10/02 01:59 UKO61916
IKEL Ref No.: JBallantyne1359R
27/10/02 02:00 UKO61916
informatio!
JBallantyne1359R refers to this event on an Agent Server
but. not on a Counter.
JAlso, at 01:41:42, Critical Event generated saying: ‘An
lunexpected error occured while attempting to modify an entry
in the run map.
f'imeout waiting for lock. (0xC10900003)"
27/10/02 02:55 UKO61916
information: The ‘An
lunexpected error occured while attempting to modify an
lentry
in the run map." event is documented in KEL
\Ballantyne5245K which says reboot will cure issue.
liowever, this combination of events on a counter is not
covered by a current KEL.
27/10/02 02:00 uK061916
Information: Event Logs:
pplication: 203406
system: 203407
Passing to SSC for investigation.
27/10/02 02:01 UK061916
REASSIGN: Call # E-0210270003 was Reassigned from Russell King, Group
sMc1 to Group SMC FILTER
27/10/02 02:01 UKO61916
jotIReturn: SMC Filter
27/10/02 02:01 SYSADM
en OTI: Automatic Open OTT
I**Updated by Russell King at 27/10/02 02:01:48
27/10/02 02:01 UK061916
IREASSIGN: Call # E-0210270003 was Reassigned from Group SMC FILTER to
lsroup EDSc1
lf) Call details
jpiagnostician name:
customer opened date 27/10/2002 01:55:35
caLL. PCO083101 opened
Dat e:27-Oct-2002 02:52:00 User: Customer Call_
EMPTY 27/10/02 02:56 UKO61916 SMC1 Information: Sub source for Event is
lc_Hv_PoacK
@-Oct-2002 09:37:00 User:Barbara Longley
[he call summary has been changed from
+ H32332900103. Event Date/Time: 01:41:42. Eve
fhe call summary is now
IfaD323329 - error modifying entry in the run map.
Target Release updated to BI_2820R-Provisional
Product EPOSS & DeskTop Counter Common added
Ir} Response :
Prescan: Assigning call to John Ballantyne in EDSC.
[END OF REFERENCE 32049001]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response was delivered to: Powerlelp
fhe Call record has been assigned to the Team Member: John Ballantyne
Defect cause updated to 99:General - Unknown
fours spent since call received: 0 hours
bate: 28-Oct-2002 12:34:00 User:John Ballantyne
IF} Response =
FUJ00083631
FUJ00083631
[do not understand why this KEL 1s thought to cover aspects of an Agent
server, it talks about PM and Cleardesk and specifically only covers
counters. KEL JBallantyne5245K suggests reboot if PM stuck I doubt that the
pM is stuck at 01:41:42 are there multiple occurancies of the event. are
there > 1 instance of this per month? However this event has not been
jocumented with regard to TMSPOAcknowledge C_HV_POACK, I can see from the
essage store that Counter 3 processed this acknowledgement at 03:35 after
clear desk.
KEL Update:
KEL Title: Error committing declarations Timeout waiting for lock
KEL Reference: JBallantyne5245K
created on: 02 November 2000
created by: John Ballantyne
KEL Status: Information
PinICL number: Pc0056922
Powerhelp number: £-0011015130
Release: CSRt
Product : Counter
Last updated on: 28 October 2002
ast updated by: John Ballantyne
Keywords: Error commiting declarations Timeout waiting for lock
[END OF REFERENCE 32053679]
Responded to call type L as Category 65 -Unpublished Known Error
fours spent since call received: 0 hours
caLL Pc0083101 closed: Category 65, Type L
[the response was delivered to: Powerlielp
Date: 28-Oct-2002 12:49:00 User:_Customer Call_
pate and time complete: 28/10/2002 12:50:24
service Complete (Confirmation) Received
Root Cause General - Unknown
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 28-Oct-2002 12:49 -- Customer Call_