FUJ00083654
FUJ00083654
Peak Incident Management System
Call Reference _PC0126042 Call Logger — _Customer Call_ -- EDSC
Release Reported In -- BI 3S82R Top Ref E-0509150123
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status . Closed -- Reconciliation - resolved
Target Date 18/09/2005 Effort (Man Days) 0
Summary FAD160868 - SU cash amounts vary on counters
Progress Narrative
foate:15-Sep-2005 10:46:27 User: Customer Call_
ALL PCO126042 opened
Details entered are:-
lsummary:faye at nbsc of tier 2 states that all of the node
call Type:L
[call Priority:B
ffarget Release:BI_3582R
touted to:EDSC - _Unassigned_
pate/Time Raised: Sep 15 2005 9:11AM
Priority: B
contact Name: faye crawley
riginator:
riginator's referenc
product Type: Riposte
Product Serial No:
£-0509150123
Product Site: 160868
[15/09/05 09:11 faye at nbsc of tier 2 states that all of the nodes attached to the shared stock unit are showing different cash
lammounts and the stock varies when it should be the same. each node showes different figures
3 uk955549
pm's name, alan brown
15/09/05 09:24 uk955549
contacted: contacted po
15/09/05 09:25 uk955549
Information: no answer from po, will re-try in 5 mins
15/09/05 09:36 uk955549
(ontacted: contacted po
[15/09/05 09:36 uk955549
information: line still engaged
15/09/05 10:09 uk955549
contacted: contacted po
15/09/05 10:10 uk955549
information: problem occured when doing counter daily reports on stock
junit aa yesterday.
nodes attached to stock unit aa are node 3 and 4
alance showing on both counters print out are not
latching as the should be, neither are correct
jm has not rolled over the stock unit or done cash account
usernames involved: AJO001, DSRO01, ABROO1
5/09/05 11
KEL Ref No
8 uk955549
unable to find relevent kel
[15/09/05 10:29 uk955549
information: faye at nbsc states that she went through 2 hours of checks
land could not identify problem
15/09/05 10:35 uk955549
information: downloading ps standaredlog
15/09/05 10:36 uk955549
Information: file ID. node 4= 651372
file 1D. node 3= 651371
15/09/05 10:38 uk955549
Inccess Times: mon to fri 09.00 - 17.30
H5/09/05 10:39 uk955549
information: no error message are showing and both are health checking
15/09/05 10:40 uk955549
Recommend: please investigate as to why the stock unit aa on node 3
land node 4 are showing varied ammounts on counter daily reports
15/09/05 10:41 SYSADM
open OTI: Automatic Open OTI
I'**Updated by Jason Rogers at 15/09/2005 10:41:31
15/09/05 10:41 uk955549
IREASSIGN: Call # B-0509150123 was Reassigned from Jason Rogers, Group
isH7 to Group EDSC1
Joate:15-Sep-2005 11:16:23 User:Barbara Longley
[fhe call summary has been changed from:
FUJ00083654
FUJ00083654
faye at nbse of tier 2 states that all of the node
the call summary is now
fAD160868 ~ SU cash amounts vary on counters
Jbate:15-Sep-2005 11:16:51 User:Barbara Longley
Product EPOSS & DeskTop -- Counter Common added.
bate:15-Sep-2005 11:17:10 Uscr:Barbara Longley
the Call record has been assigned to the Team Member: Cheryl Card
Progress was delivered to Powerhelp
lDate:45-Sep-2005 15:14:14 User: Customer Call_
EMPTY 15/09/05 15:12 uk956669 HSH6 Repeat Call: PM would like to be given update.
oate:15-Sep-2005 16:12:27 Uscr:Cheryl Card
[Start of Response]
tue to the Riposte errors on 14/09/05 from 15:30 onwards (see call £-0509140700), messages were not replicated on counter 3. As a
result, 3 transfers in to stock unit AA were done twice, initially on other counters then again on counter 3. The transfers in
were for:
3000.00 (cash)
200.00 (cash)
s9.69 (cheques)
[this has resulted in a loss of 3489.69 in CAP 25 to the outlet, which POL may need to correct via an error notice.
Phoned the PM to explain what the problem was. He is concerned about other transactions which he has input twice (3 Giro deposits
land another cheque) because of the replication problem. Have advised him to contact the NBSC as this is a business issue.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
lkesponse was delivered to Powerhelp
Hours spent since call received: 0 hours
JDate:15-Sep-2005 16:13:14 User:Cheryl Card
[Start of Response]
Routing call to MSU so that they can send a report to POL.
[End of Response]
Iresponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
bate:15-Sep-2005 16:13:30 User:Cheryl Card
he Call record has been transferred fo the team: MSU-Indt Mgt
Progress was delivered to Powerhelp
Date:16-Sep-2005 10:34:09 Uscr:Cheryl Card
lsvidence Added - Spread.
txns
eet showing one
‘ransfer
Date:16-Sep-2005 11:42:13 User:Jez Murray
[Start of Response]
IBIMS raised
closing call
[End of Response]
Response code to call type L as Category 67 -- Final -- Solicited Known Error
Routing to Call Logger following Final Progress update.
fours spent since call received: 0 hours
Date:16-Sep-2005 12:03:19 User:Cheryl Card
[Start of Response]
closing call as report has now been sent to POL.
[End of Response]
Response code to call type L as Category 90 -- Final -
lkouting to Call Logger following Final Progress update.
service Response was delivered to Powerhelp
Reconciliation - resolved
Dat e:16-Sep-2005 12:03:19 User:Gheryl Cara
CALL PC0126042 closed: Category 90 Type L
jate:16-Sep-2005 12:03:19 Uscr:Gheryl Card
Hours spent since call received: 0 hours
Defect cause updated to 14 -- Development - Code
FUJ00083654
FUJ00083654
[lateri6-Sep-2005 12:05:06 User: Customer Call
[Consumer Phelp has received the call closure
Root Cause Development - Code
Logger _ Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee _ Customer Call_ -- EDSC
Last Progress 16-Sep-2005 12:05 -- Customer Call_