FUJ00083663
FUJ00083663
Peak Incident Management System
Call Reference PC0126376 Call Logger _Customer Call_ -- EDSC
Release Reported In -- BI 3S82R Top Ref _ PWY_WP 22240
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- Fixed at Future Release
Target Date 24/09/2005 Effort (Man Days) 0
Summary -FAD160868 transfer is not showing on node 4
All References Type Value
Powerhelp E-05092 10898
SSCKEL KEL JBallantyneS245K
SSCKEL KEL JSimpkins338Q
Call reference PC0126042
Supplier reference 03734 (Escher)
Work Package : PWY_WP_22240
Progress Narrative -
[Date:21-Sep-2005 17:47:24 User: Customer Call_
caLL. PCO126376 opened
betails entered are:~
Summary:pm states that he has been put through from nbsc,
call Type:1
call Priority:B
ffarget Release:BI_3S82R
Routed to:EDSC - Unassigned
Date
41-Sep-2005 17:47
User:_Customer Call_
[Date/Time Raised A2PM
Priority: B
[Contact Name: alan brown...
contact Phone:
riginator: Phelp’
riginator's reference: B-0509210898
product Type: Riposte
[Product jerial No:
[Product Site: 160868
Sep 21 2005
21/09/05 16:42 pm states that he has been put through from nbsc, he has a node that will not accept a transfer it will not appear
lon the screen. only on node 5 the transfer is not there but on node 1 it is there.
21/09/05 16:49 UK955763
IAdvice: advised pm that this has to come from nbsc to go through
checks.
21/09/05 17:06 UK955763
Information: call raised last week for similar issue - transfers not
showing on all nodes. E-0509150123
21/09/05 17:07 UK955763
\dvice: pm stated that the following transfer is not showing on
node 4
transfer out
user BFROO1 S/U F
transfer in
ser AJOO01 S/U G
[this transfer is showing on nodes 3 & 1 but not on node 4.
21/09/05 17:09 UK955763
Information: pm experienced similar problems last wek and wants us to
investitgate why this is happening.
pm stated he has not had any disconnected node messages or
lany on line issues.
21/09/05 17:14 UK955763
information: Another transfer of £45.40 approx
transfer out — node 2
luser GMPOO1 S/U E
lfransfer in node 3 & 4
juser AJOOO1 & LLNOO] S/U F
[this transfer appeared on both nodes 3.& 4.
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hen clerk accepted transfer in it accepted it. After she
laccepted it she went back into transfers and node 4
transaction for £608.13 appeared.
21/09/05 17:18 UK955763
ecess Times: confirmed access times
jon - Friday 0900 = 1730
21/09/05 17:21 UK955763
IREASSIGN: Call f E-0509210898 was Reassigned from Rachel Parkinson,
croup HSH7 to Kenneth Hudson, Group HSH2
21/09/05 1
Iinformatioi
4 GB082200
have down loaded ps log for nodes 3 and 4
file id node 3 654377 node 4 654381
21/09/05 17:45 GB082200
Recommend: please check why transfer s are not showiing please see
logs for details
21/09/05 17:46 SYSADM
Open OTL: Automatic Open OPI
**Updated by Kenneth Hudson at 21/09/2005 17
21/09/05 17:45 GB082200
JREASSIGN: Call # E-0509210898 was Reassigned from Kenneth Hudson,
croup HSH2 to Group EDSC1
Date:22-Sep-2005 08:23:41 User:Barbara Longley
[the call summary has been changed from:—
am states that he has been put through from nbsc,
[the call summary is now
IFAD160868 transfer is not showing on node 4
Jbate:22-Sep-2005 08:38:17 User:Barbara Longley
product EPOSS & DeskTop -- EPOSS added.
ldate:22-Sep-2005 08:38:25 User:Barbara Longley
fhe Call record has been assigned to the Team Member
Progress was delivered to Powerhelp
eryl Card
JDate:22-Sep-2005
Reference Added:
15:30:07 User:Cheryl Card
CKEL Js >
JDate: 22-Sep-2005
keference Adde
0:59 Usor:Cheryl Card
SSCKEL JBallantyne5245K
JDate:22-Sep-2005
Reference Added:
15:32:10 User:Cheryl Card
& n1260
JDate:22-Sep-2005 16:13:08 User:Cheryl Card
[Start of Response]
[This is another occurrence of last week's problem (PC0126042), where
eek the PM did some duplicate Transfer In transactions which caused reconciliation errors - fortunately this week he has not
Jione so. The PM wants to know why these problems have occurred twice
comment.
[End of Response]
lkesponse code to call type L as Category 40 -- Pending -- Incident U
lkesponse was delivered to Powerhelp
fours spent since call received: 0 hours
messages were not repli
within 2 weeks. T will
inder Investigation
cated due to Riposte errors. Last
pass the call to development for
lDate:22-Sep-2005 16:14:47 Uscr:Cheryl Card
lsvidence Added - 14/09/05
IDate: 22-Sep-2005
Jsvidence Added ~
21/09/05
bat ¢:22-Sep-2005
evidence Added =
16:16:03 User:Cheryl Card
Subscription grou
Date :22-Sep-2005
the errors
Timeout while waiting for thread completion'
followed by many occurrences of
An unexpected error occurred while attempting to insert a message.
have occurred at this site on 2 consecutive weeks:
14/09/05 at 15:07 on counter 3
21/09/05 at 15:06 on counter 4
16:20:37 User:Gheryl Cara
Timeout occurred waiting
for lock*
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‘an development comment on why this has happened again at the same Site.
(Note - a few of these errors seem to occur every week at different sites).
Please route to EPOSS-Dev for comment.
lbate:22-Sep-2005 16:20:54 User:Cheryl Card
[the Call record has been transferred to the team: QFP
Progress was delivered to Powerhelp
jbate:22-Sep-2005 18:12:16 User:Lionel Higman
[the Call record has been assigned to the Team Member: Mark Scardifield
Progress was delivered to Powerhelp
Jbate:23-Sep-2005 16:13:32 User:Richard Craig
the Call record has been transferred to the team: EPOSS-Dev
fhe Call record has been assigned to the Team Member: Martin
Progress was delivered to Powerhelp
Date:26-Sep-2005 16:29:11 User:Martin McConnell
[this is a Riposte problem, nothing I can do about this I'm afraid as a replication problem. Passing over to the Escher-Dev stack.
jbate:26-Sep-2005 16:29:22 User:Martin McConnell
the Call record has been transferred to the team:
progres s delivered to Powerhelp
her-Dev
Date:29-Sep-2005 09:55:07 User:Mike Coon
lkeference Added: Supplier reference 03734 (Escher)
JDate:29-Sep-2005 09:55:49 User:Mike Coon
the Call record has been assigned to the Team Member: At-Escher
Progress was delivered to Powerhelp
Date: 08-Nov-2005 15:19:10 User: Customer Call_
EMPTY 08/11/05 15:12 uk952602 HSD IMT Information: Jez Murray from Service Support called to advise that this
called was linked to a reconcilliation issue, and that Julie
Dart from there HQ had been chasing this call and would
hike an update as to what is happening. 08/11/05 19:15 uk952602 HSD IMT Advice: advised Jez that i would look into this and will
then
update Julie Dart.
pate: 08-Nov-2005 15:22:15 User: Customer Call_
[EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL 08/11/05 15:
tt Saunders to have a look through the call
8 uk952602 HSD IMT Information: I have asked
[Datc:08-Nov-2005 15:26:04 User: Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL 08/11/05 15:22 uk080066 HSD IMT Escalate
jto Ann Chambers of SSC to put a chase on
this. Ann will do this and update the call
have spoken
JDaté:08-Nov-2005 15:28:43 Uscr:Anne Chambers
[Start of Response]
t've asked Mike Coon to get an update from Escher.
[End of Response]
Response code to call type L as Category 40
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
Pending -- Incident Under Investigation
JDatc:10-Nov-2005 08:13:13 User: _Customer Call_
leMPTY 10/11/05 08:08 uk952602 HSD IMT Contacted: I have left a voicemail message to advise Julie Dart that
the information is being chased and when the call has been
updated i will let her know
JDate:10-Nov-2005 10:43:29 User:_Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL 10/11/05 10:40 uk952602 HSD IMT Information: Julie Welsh
has advised that IMT are not responsible for
pdating Julie Dart on this call.
Itt Julie requires further information for reconciliation
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imposes, She should raise her own query through the
leeconciliation process, the desk will NOT be providing her with any
lupdates on this call.
liulie Welsh has passed this information on to Jez Murray
Date:10-Nov-2005 11:58:30 User:Jez Murray
li/ This problem is the route cause of the reconciliation error closed in PC0126042
2/ Presumably the route cause is deemed to be software not hardware
3/ the Postmaster has a workaround in place which is not to duplicate transactions (e.g. Transfer In) just because the original
attempts were successful but not showing on all nodes
I4/ POA CS MSU have a workaround in place which is that if 3/ above is not followed & PC0126042 reoccurs, a BIMS will be issued
ladvising POL to issue a Transaction Correction
5/ There is no SLT for software fixes as they are delivered based upon the priority or severity of the issue and could remain
lbpen until both businesses decide a fix is necessary or the work around is adequate
Jez Murray has advised Julie Dart of this by email as could not voice at the timestamp of this update
Joate:04-Jan-2006 15:31:13 User: Customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL 04/01/06 15:24 uk932725 SMC1 Informatioi
jcall is refering to Node 5. This
storming with the following critical event: An unexpected
lerror occurred while attempting to insert a message. Timeout
occurred waiting for lock. (0xC1090003) .
: Assuming this
unter is
Date:30-dan-2006 15:48:38 User:Mike Coon
[Start of Response]
Ii should have updated this call long ago.
Escher assert that this problem is fixed in their latest delivery to us, "UK10", which is included with $90.
Iherefore this call should be Closed accordingly and resurrected only if the problem recurs in $90.
{End of Response]
Response code to call type L as Category 46 -- Pending -- Product Error Fixed
Hours spent since call received: 0 hours
JDate:30-Jan-2006 16:01:55 User:Mike Coon
Reference Added: Work Package PWY WP 22240
Jbate:30-Jan-2006 16:01:59 User:Mike Coon
[OP Reference set to: Work Package PWY_WP 22240
ldate: 30-Jan-2006 16:04:02 Usecr:Mike Coon
[Start of Response]
Accordingly I've added the "UK10" WP number to the references for this PEAK.
[End of Response]
Response code to call type L as Category 60 -- Final -- S/W Fix Released to Call Logger
outing to Call Logger following Final Progress update.
Hours spent since call received: 0 hours
JDate:30-Jan-2006 16:15:24 User:Jim Anscomb
the Call record has been assigned to the Team Member
Progress was delivered to Powerhelp
cheryl Card
Date: 31-Jan-2006 08:44:55 User
[Start of Response]
Update from Mike Coon:
Escher assert that this problem is fixed in their latest delivery to us, "UK10", which is included with $90.
[therefore this call should be closed accordingly and resurrected only if the problem recurs in $90.
Cheryl Card
{End of Response]
Response code to call type L as Category 74 -- Final ~
touting to Call Logger following Final Progress update.
service Response was delivered to Powerhelp
Fixed at Future Release
Jate:31-Jan-2006 08:44:55 Uscr:Gheryl Card
CALL PC0126376 closed: Category 74 Type L
jDate:31-Jan-2006 08:44:55 User:Cheryl Card
liours spent since call received: 0 hours
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[efect cause updated to 14 -- Development — Code
Joate:31-Jan-2006 08:47:49 User: Customer Call_
consumer Phelp has received the call closure
Root Cause Development - Code
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- EPOSS (version unspecified)
Assignee _Customer Call_ -- EDSC
Last Progress 31-Jan-2006 08:47 -- Customer Call_