FUJ00083633
FUJ00083633
Peak Incident Management System
Call Reference PC0083563 Call Logger _ Customer Call_ -- EDSC
Release Targeted At -- BI_2S20R-Provisional Top Ref. E-0211070796
Call Type Live Incidents Priority : B -- Business restricted
Contact EDSC Call Status Closed -- Unspecified Insufficient evidence
Target Date ‘12/11/2002 Effort (Man Days) 0
Summary Many ‘run map' critical events on various FADs
Progress Narrative
pac
77-Nov-2002 14:41:00 User: Customer Call_
ALL PCO083563:Priority B:CallType L - Target 12/11/02 14:41:18
07/11/02 14:36 Following critical event generated on various FADs - An
unexpected error occurred while attempting to modify an entry in the run
Inap. Timeout occurred waiting for lock (0xC1090003) .
o7/11/02 14:39 GBos2641
IREASSIGN: Call # E-0211070796 was Reassigned from Sarah Collie, Group
scl to Group SMC FILTER
jo7/11/02 14:39 GBoa2641
KEL Ref No.: As per KEL Reference AChambers330S
jo7/11/02 14:41 GBos2641
information: Following discussions with Anne Chambers reassigning call
lover for investigations and to have evidence attached.
Jo7/11/02 14:42 SYSADM
jopen OTI: Automatic Open OTT
W**Updated by Sarah Collie at 07/11/02 14:42:05
o7/11/02 14:42 Gpoe2641
IREASSIGN: Call # E-0211070796 was Reassigned from Group SMC FILTER to
croup EDSC1
JF} Call details
IDiagnostician name:
customer opened date 07/11/2002 14:36:13
CALL PC0083563 opened
Date:07-Nov-2002 14:55:00 User:Barbara Longley
target Release updated to BI_2S20R-Provisional
product EPOSS & DeskTop Counter Common added
If} Response :
Prescan: Assigning to Anne Chambers (call logger) in EDs
[END OF REFERENCE 32190713]
responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
fhe Call record has been assigned to the Team Member: Anne Chambers
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
lDate:07-Nov-2002 16:27:00 User:Anne Chambers
(fhe call summary has been changed from:-
Following critical event generated on various FADs
(the call summary is now:-
ny ‘run map' critical events on various FADs
Ir} Response :
these events were investigated in the past (PC0058994) but the call was
closed on the basis that the errors were no longer occurring.
lanalysis of the events in the last month shows 2132 of these events. In many
cases there is just one, or a small number, on affected counters, but FAD
274470 generated over 900 one day, and 191323 over 100. Spreadsheet attached.
[END OF REFERENCE 32195235]
Responded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
lDaté: 08-Nov-2002 08:32:00 User:Anne Chambers
New evidence added - run map events by FAD
bate:24-Feb-2003 12:16:00 User:Anne Chambers
IF} Response :
I think it is likely that the event storms of this particular event have the
same underlying cause as the "An unexpected error occurred while attempting
to insert a message" events which we also sometimes get. Something in the
balancing process is hanging onto a lock. PC0086212 has been sent to
development for further investigation. KEL AChambers330S updated.
this call can be closed.
[END OF REFERENCE 33644272]
lkesponded to call type L as Category 97 -Unspecified Insufficient evidence
tours spent since call received: 0 hours
FUJ00083633
FUJ00083633
[Ain POOOBS563 closed: Category 97, Type b
[the response was delivered to: PowerHelp
JDate:24-Feb-2003 12:40:00 User: Customer Call_
bate and time complete: 24/02/2003 12:45:30
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 24-Feb-2003 12:40 -- Customer Call_