FUJ00083667
FUJ00083667
Peak Incident Management System
Call Reference PC0127246 Call Logger Customer Call_ -- EDSC
Release Reported In -- BI_ 3S82R Top Ref E-0510120769
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- S/W Fix Available to Call Logger
Target Date 15/10/2005 Effort (Man Days) 0
Summary FAD160868 stock unit from node 7 to node 2
Progress Narrative
foate:12-Oct-2005 18:02:58 Uscr: Customer Call_
ALL PCO127246 opened
Details entered are:-
Summary:Pm is transfering a stock unit from node 7 to node
call Type:h
Call Priority:B
ffarget Release:BI_3582R
Routed to:EDSC - _Unassigned_
Date/Time Raised: Oct 12 2005 5:26PM
priority: B
contact Name: Janet
contact Phone:
riginator: Phelp
riginator's reference: E-0510120769
product Type: Riposte
product Serial No:
product Site: 160868
2/10/05 17:26 Pm is transfering a stock unit from node 7 to node 2, it has been accepted on node 2 but has notbeen tranfered.
12/10/05 17:39 UK956078
information: Pm was trying to transfer £2490 from nade 7 onto node 2.
she states that she has accepted the transfer on node 2
but the system is not showing this.
n node 7 it is showing pending transfer but it is not
showing on node 2.
It appears on her transfer sheet as cmpleated.
12/10/05 17:45 UK956078
information: Transfer out:
Incds : 7
stockunit:
Username: JME
le2,490
pending trnansfer msg
transfer in:
lode:
lstockunit: E :
Username: SMH wmv}
2,490
jot showing as accpeted
Showing as transfered on transfer sheet.
12/10/05 17:48 UK956078
information: node 2 health check
lode 7 health checking
2/10/05 17:49 UK956078
information: Downloading PS standard log.
12/10/05 17:52 UK956078
information: Call REF: e-0509210898
lm had problems while transfering to other nodes.
call still under investigation
2/10/05 17:55 UK956078
Downloaded ps standard log.
File ID node 7 : 661757
File ID node 2: 661756
information: Advised pm that call is under investigation and trnafered
caller to NBSC for quidence with regards to balancing.
f12/10/05 17:
cess Times: Mon - fri
jo9.o0 - 17.30
FUJ00083667
FUJ00083667
Ino Lunch
12/10/05 17:58 UK956078
IKEL Ref No.: No kel found
12/10/05 17:58 UK956078
Recommend: Can you please investigate as to why transfers are not
showing as being accepted on node 2.
call REF: e-0509210898 is currently being investigated ,
las this is different nodes could this be a similar issue?
12/10/05 18:00 UK956078
Information: Spoken to PSE Kat for guidence
12/10/05 18:00 SYSADM
open OTT: Automatic Open OTT
I'**Updated by Jennifer D'Falco at 12/10/2005 18:00:37
2/10/05 18:00 UK956078
IREASSIGN: Call # E-0510120769 was Reassigned from Jennifer D'Falco,
croup HSH1 to Group EDSC1
bate:13-Oct-=2005 08:17:20 User:Lorraine Guiblin
the call summary has been changed from:=
Pm is transfering a stock unit from node 7 to node
[the call summary is now
IFAD160868 stock unit from node 7 to node 2
Ioate:13-Oct-2005 08:26:48 User:Lorraine Guiblin
Product EPOSS & DeskTop -- Counter Common added.
Joate:13-Oct-2005 08:26:55 User:Lorraine Guiblin
[fhe Call record has been assigned to the Team Member: Anne Chambers
Progress was delivered to Powerhelp
Date:13-Oct-2005 11:49:54 User:Anne Chambers
[Start of Response]
Problem caused by a storm of ‘timeout' events (KEL JSimpkins338Q). This is the third time this branch has had this problem in the
hast 5 weeks. PC0126376 already with development (Escher) .
spoke to PM, when they retried the balance this morning, all was ok (Cleardesk stops Riposte and clears the lock). They transfer
as not accepted in twice, so they have not got a receitps and payments problem. However she says the green giro reports aren't
consistent with the cash account - I'll check this.
[End of Response]
lkesponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
Date:13-Oct-2005 14:48:22 User:Anne Chambers
[Start of Response]
problem is just between counters 2 and 7 - no messages done on counter 2 after 16:48 BST have replicated to counter 7 (which is
the one with the event storm, starting 16:48). Counter 7 does have messages from all the other counters.
It've advised the PM that the office reports done on counter 7 won't include cut-offs or transactions done on counter 2 after
16:48. Also that call e-0509210898 is still open and we are continuing to investigate. PM is happy for this call to be closed,
Jnowever I'11 keep it open for now to see if I can extract any further useful evidence.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
Jbate:31-Jan-2006 17:42:33 User:_Customer Call_
EMPTY 31/01/06 17:40 UK957089 HSH2 Information: PM called in states a clerk has been logged on to 2
counters without being tranferred. 31/01/06 17:40 UK957089 HSH2 Information: Adding this update may assist you.
JDate:01-Feb-2006 15:55:01 User:Anne Chambers
[Start of Response]
the timeout events are apparently fixed in a new Riposte version released at S90 - see PC0126376.
t've looked at problems reported on 31st Jan - can't see why the system reported disconnected nodes, nor why the same user could
Hog on twice (except that this followed a session transfer which silentlyt failed, for no obvious reason). I don't think there
ere any ill-effects.
It think the best thing now is to see what happens after $90. I'll continue to keep this call open to remind me that this site
should be checked then.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
lkesponse was delivered to Powerhelp
fours spent since call received: 0 hours
FUJ00083667
FUJ00083667
[late:27-Mar-2006 11:14:22 User:Anne Chambers
[Start of Response]
Since $90 was distributed, the number of these timeout events over the whole estate has gone
individual counter. So it looks as if the Riposte change has been effective.
closing this call at long last.
[End of Response]
Response code to call type L as Category 60 -
Routing to Call Logger following Final Progre:
service Response was delivered to Powerhelp
S/W Fix Released to Call Logger
right down, with no storms from an
Jbate:27-Mar-2006 11:14:22 User:Anne Chambers
CALL PC0127246 closed: Category 60 Type L
[Date:27-Mar-2006 11:14:22 Uscr:Anne Chambers
fours spent since call received: 0 hours
lbefect cause updated to 14 -- Development - Code
jDate:27-Mar-2006 11:17:26 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 27-Mar-2006 11:17 -- Customer Call_