FUJ00083651
FUJ00083651
Peak Incident Management System
Call Reference PC0086212 Call Logger _Customer Call _
Release Targeted At -- BI_3S60R-Provisional Top Ref E-0301240581
Call Type Live Incidents Priority C -- Non-critical
Contact EDSC Call Status —Closed -- Programme approved - No fix required
Target Date 28/03/2004 Effort (Man Days) 0
Summary FAD211801 - TPSC252. Counter Detected CAC Reconci
Progress Narrative
EDSC
foate:24-dan-2003 15:28:00 User
‘ALL PCO086212 opened
"Customer Call_
Date:24-Jan-2003 15:29:00 User: Customer Call_
CALL PC0086212:Priority C:CallType L - Target 31/01/03 15:28:50
24/01/03 15:10 TPSC252. Counter Detected CAC Reconciliation Errors Report.
Produced 23/01/03 22:45:12. This report shows 4 errors for FAD 211801. Is
[this a reporting error or a genuine error?
24/01/03 15:30 uk084239
JREASSTGN: Call # E-0301240581 was Reassigned from Mark Farry, Group
asu to Group EDSC1
lr) call details
Diagnostician nam
customer opened date 24/01/2003 15:10:59
ldate:24-dan-2003 16:29:00 User:Barbara Longley
[the call summary has been changed froi
Iresc252. Counter Detected CAC Reconciliation Error
(fhe call summary is now:-
lfaD211801 - TPSC252. Counter Detected CAC Reconci
target Release updated to BI_2S20R-Provisional
Product General/other/Mise Reconciliation added
Ir} Response :
Prescan: Assigning call to Anne Chambers in EDSC.
[END OF REFERENCE 33228872]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
the 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
Date:29-dan-2003 11:31:00 User:Anne Chambers
If} Response +
Itt does look as if there was a problem with last weeks balance - cutoffs and
some final OBCS transactions were done on counter 3, then balancing continued
lon counter 4, but this did not seem to know about what had been done on
counter 3 (there were many underlying Riposte timeout messages). The
transactions were entered again; I need to ascertain whether they were sent
to TIP twice and whether the PM is out of pocket.
lave spoken to PM who confirms there were problems and is worried that they
y continue this week. I'll contact her tomorrow a.m. to see how they have
lot_on.
[END OF REFERENCE 33267856]
lkesponded to call type Las Category 40 Incident Under Investigation
[the response was delivered to: PowerHelp
lDate:31-Jan-2003 16:09:00 User:Anne Chambers
lr) Response :
eM balanced ok. She has reversed the transactions which she had had to
reenter (the original ones were included in the new CAP). This was all caused
by counter 4 being unable to see messages recently written on counter 3 when
the stock unit was being balanced.
lfhere is no accounting discrepancy here, but there is @ problem in that the
JPM was allowed to balance with no warning that the counters weren't
communicating. MSU informed that I'm sending this to devt for further
investigation.
{END OF REFERENCE 33320897]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response was delivered to: Powerllelp
Jbate:03-Feb-2003 15:47:00 User:Anne Chambers
Ir} Response +
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
FUJ00083651
FUJ00083651
ldate:03-Feb-2003 15:55:00 Uscr:Anne Chambers
lew evidence added ~ Full messagestore
lew evidence added - Counter 3 event log
New evidence added - Counter 4 event log
lew evidence added - Counter 4 audit log
lew evidence added - Counter 4 psstandard log
IF} Response =
Passing to devt (EPOSS) via QFP.
Please read hidden update Response Ref: 33338846.
[END OF REFERENCE 33339064]
Responded to call type L as Category 40 -Incident Under Investigation
[fhe response was delivered to: Powertlelp
[the Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
jDate:03-Feb-2003 16:08:00 User:Lionel Higman
[the Call record has been assigned to the Team Member: Mark Scardifield
l#ours spent since call received: 0 hours
[Date:04-Feb-2003 13:41:00 Uscr:Walter Wright
Ifhe Call record has been transferred to the Team: EPOSS-FP
Hours spent since call received: .1 hours
Date: 22-May-2003 1.
If} Response :
call currently with EPOSS-FP.
[END OF REFERENCE 34651604]
Responded to call type L as Category 40 Incident Under Investigation
the response was delivered to: Powerllelp
2:00 User:Barbara Longley
jbate:10-dun-2003 07:10:00 User:Lionel Higman
currently assigned target release unachievable. Setting target to current R
period.
ffarget Release updated to BI_3S30R-Provisional
bate:04-Aug-2003 15:44:00 User:Lionel Higman
ls1_3530R-Provisional is no longer a valid target release. Rolling forward to
next available provisional target release.
Jbate:04-Aug-2003 15:48:00 User:Lionel Higman
Jfarget Release updated to BI_3S40R-Provisional
Jbate:09-Jan-2004 1.
Request For Service ~== <=
[7302 6621 Diagnostician Nam
leposs Product Serial No: Product Site: PATHO39
Request Identifiers Originator: Phelp Originator's reference
jo301240581 Provider: PINICL Provider's reference:
724253 User: Customer Call_
=~ Date/Time Raised: 24/01/2003 15:1
159 Priority: C Contact Name: MARK FARRY Contact Phone:
Product Type:
16953 A1GATE Consumer's reference
Date:09-dan-2004 14:24:54 User: Customer Call_
lprescan: Assigning call to Anne Chambers in EDSC.
Itt does look as if there was a problem with last weeks balance - cutoffs and some final OBCS transactions were done on counter 3,
then balancing continued on counter 4, but this did not seem to know about what had been done on counter 3 (there were many
lunderlying Riposte timeout messages). The transactions were entered again; I need to ascertain whether they were sent to TIP
twice and whether the PM is out of pocket. Have spoken to PM who confirms there were problems and is worried that they may
continue this week. I'll contact her tomorrow a.m. to see how they have got on.
lM balanced ok. She has reversed the transactions which she had had to reenter (the original ones were included in the new CAP).
[this was all caused by counter 4 being unable to see messages recently written on counter 3 when the stock unit was being
balanced. There is no accounting discrepancy here, but there is a problem in that the PM was allowed to balance with no warning
chat the counters weren't communicating. MSU informed that I'm sending this to devt for further investigation.
Date:09-dan-2004 14:24:55 User: Customer Call_
summary of problem: 22/1/2003: PM was balancing. She reported that counters 3 and 4 were both very slow on 22 and 23rd Jan.
counter 4 event log shows many "An unexpected error occurred while attempting to insert a message. Timeout occurred waiting for
Hock. (0xC1090003)." It looks as if messages written on counter 3 were failing to be replicated to the counter 4 messagestore.
kop marks written on counter 1 at 18:00 are 1:604508 (18:00), 2:1227066 (18:00), 3:1072850 (18:00), 4:471001 (18:00) Rollover
narks for su AA written on counter 4 at 18:55 are 1:604654 (16:44), 2:1227075 (18:44), 3:1072553 (16:46), 4:471195 (18:49) Hence
counter 1 can see all the other counters, but counter 4 hasn't got messages from counter 3. This caused various problems: Balance
snapshot on counter 4 was missing some transactions - PM reentered them, then found (next day) they were in twice. PM confused
land unhappy. No warning given that counter was effectively disconnected - she was allowed to balance. Event storm on Tivoli.
counter daily CAC figures inconsistent with SU rollover. Eight other sites have had similar event storms in the last month, so
this isn't a one-off. Always during balancing (sometimes immediately after Declare Stamps, but not consistently). Cleardesk seems
to stop the events, though in this case the counters were still running slowly. This has been investigated before, but no cause
FUJ00083651
FUJ00083651
Found (see PC75892). Thought it might be worth another look. Can anything be done to prevent the user from
hich is getting these errors, or could they be prompted to reboot?
Pas
call currently with EPOSS-FP.
ing to devt (EPOSS) via QFP. Please read hidden update Response Ref: 33338846.
Dalancing on a counter
jbate:12-Feb-2004 1:
8:50 User:Lionel Higman
ls1_3S40R is no nolger a targetable release. Setting target to the next viable
Ik release.
lhe call TargetRelease has been changed from:-
Isr_3S40R-Provisional
the call TargetRelease is now:-
Ist_3S60R-Provisional
JDate:20-Mar-2004 0:
IF} Response :
3:18 User:Chris Hawkes
late: 20-Mar-2004 09:13:19 User:Chris Hawkes
\dministrative closure for OTI switch.
{END OF REFERENCE 37875432]
Responded to call type L as Category 710 Avoidance Action Supplied
Hours spent since call received: 0 hours
lDate: 20-Mar-2004 09:13:22 User:Chris Hawkes
CALL PC0086212 closed: Category 70, Type L
[the response was delivered to: PowerHelp
Date: 20-Mar-2004 09:51:14 User: Customer Call_
late and time complete: 20/03/2004 09:16:54
service Complete (Confirmation) Received
JDate:22-Mar-2004 09:13:18 User: Customer Call_
Administrative closure for OTI switch.
lOate: 23-Mar-2004 11:15:58 User: Customer Call_
leMprry
20/03/04 09:16 PINICL
IREASSIGN: OTI monitor reassigned this call from PINICL to the Action Group
ns as directed by the OTIReturn activity
23/03/04 11:12 SYSADM
lReOpen OPI: Automatic Re-Open OTL
H**Updated by Sarah Hill at 23/03/04 11:12:56
23/03/04 11:12 uk951588
IREASSIGN: Call # E-0301240581 was Reassigned from Group msu to Group
lepsc1
JDate:23-Mar-2004 11:15:58 User: Customer Call_
caLL, PC0086212 reopened by Customer Call
Date: 23-Mar-2004 11:56:22 User:Barbara Longley
fhe Call record has been transferred to the team: EPOSS-FP
lerogress was delivered to Powerhelp
lDate:21-dun-2004 11:57:16 User:Lionel Higman
[the call TargetRelease has been changed from:-
Is1_3860R-Provisional
fhe call TargetRelease is now:-
Isr_3S60R-Provisional
baté:10-May-2005 08:09:59 User:Lionel Higman
[Start of Response]
[This call is one of a set approved by EDSC (Mik Peach) for closure without
{End of Response]
lkesponse code to call type L as Category 63
further action.
Jbaté:10-May-2005 08:24:43 User:Lionel Higman
[the Call record has been assigned to the Team Member: Barbara Longley
Ibate:10-May-2005 0:
[Start of Response]
17:40 User:Barbara Longley
FUJ00083651
FUJ00083651
[pate:2005-05-10 08:0S:2e User:iionel Hignan - OFP
[this call is one of a set approved by EDSC (Mik Peach) for closure without further action.
Response code to call type L as Category 63
Programme approved ~ No Fix Required
{End of Response]
Response code to call type L as Category 63
service Response was delivered to Powerhelp
Date: 10-May-2005 09:07:43 User:Barbara Longley
CALL PC0086212 closed: Category 63 Type L.
jbate:10-May-2005 09:16:34 User: Customer Call_
consumer Phelp has received the call closure
Root Cause General - Unknown
Logger _ Customer Call_ -- EDSC
Subject Product General/Other/Misc -- Reconciliation (version unspecified)
Assignee _Customer Call_ -- EDSC
Last Progress 10-May-2005 09:16 -- Customer Call_