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Peak Incident Management System
Call Reference {PC0220393 Call Logger I Customer Call_ -- EDSC
Release Reported In -- HNG-X R5 ITop Ref A 1246549
Call Type Live Incidents/Defects Priority D -- Internal
Contact EDSC Call Status Closed -- Avoidance Action Supplied
Target Date 13/09/2012 Effort (Man Days) 0
[Summary IFAD 020511 Post and Go data
IAll References [Type Value
TRIOLE for Service A 1246549
DevIntRel-Director Live Supp.Test
MSC 04330355958
rogress Narrative
Date:29-Aug-2012 22:39:59 User: _ Customer Call_
‘(ALL PC0220393 opened
Details entered are:-
Summary:SR6179467A POLSAP - Other
arget Release:HNG-X R5
outed to:EDSC - _Unassigned_
Customer Call_
Date:29-Aug-2012 22:39:59 Use
INCIDENT MANAGEMENT
Date/Time Raised: Aug 23 2012 10:52AM
Priority: D
contact Name
ontact Phon!
riginator: XXXXXX@TFSOL
riginator's reference: A1246549
Product Serial No:
Product Site: POLSAP S49 1PF
land
ransfer Note: As per last update from SAP team passing the call to PEAK for
further investigation.:
Jhat is the nature of your POLSAP problem? : Other
Tf you were running a report at the time what is it called? : N/A
lave you deleted your temporary internet files? : No
lave you completed your POLSAP t. No
hat is your POLSAP User ID? : [°
Ipleae provide any further details that may assist your fault : GL 627237.
he correct POLSAP postings start PG_. The GL account is being populated
y postings we don t recognise or understand (the ones that have the
reverse date). I need you to find out where this data is coming from? And
hy are we seeing it in POLSAP. The Galleries 020511 have not cleared and
the entries are still open but there were also postings for offices 007113
i; 200518 (These postings have now cleared) .We have also seen the opposite
ntry, as if the posting has been reversed, but this is not the case here
lease can you also investigate why not. Note - we do know that these are
ew machines that have been installed recently
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Incident History:
012-08-23 10:52:30 [ Selley, Amanda ]
IINIT : Create a new request/incident/problem/change/issue
012-08-24 07:31:36 [ King, Andrew ]
OG : Good morning. Please can we have an update on the progress of this issue.
0112-08-29 14:44:25 [ Fenning, Sue Joy]
OG : This issue relates to source data received in POLSAP from Horizon via the
LE files. The affected profit centre (branch) is 020511 and general ledger
ccount 627237 : Post & Go PING Matching.
similar incidents was previously investigated re. branches 007113 & 200518 which
as now cleared (A1040049 refers).
n example the customer has provided shows amounts of £115.05, £46.88, £52.13 &
75.23 totalling £289.29 received on the file from Wincor and into POLSAP via BLE.
he same (contra) amounts are also showing as being received from the branch when
the TA has been accepted and are closed items in the account (netted off to 0.00).
jowever, there is another amount of £289.29 which just has the date in the
ssignment field.
he TA?s seem to be going out to the branch OK and being accepted but POLSAP is
lso receiving a reversal amount on the file as well.
urther details below:-
jlocument Date : 09.08.2012 (POLSAP document no. 8005592079)
n Idoc generated from the BLE file contained values of:-
Hh15.05 (DR), assignment PG 3 50865919 (TA out
46.88 (DR), assignment PG 3 50865920 (TA out
52.13 (DR), assignment PG 3 50865921 (TA out
15.23 (DR), assignment PG 3 50865922 (TA out
otal value 289.29 (DR)
he Idoc also contained a value of 289.29 (CR).
jocument Date : 10.08.2012 (POLSAP document no. 8005607388)
n Idoc generated from the BLE file contained values of:-
115.05 (CR), assignment PG_3 50865919 (TA accepted)
46.88 (CR), assignment PG_3 50865920 (TA accepted)
52.13 (CR), assignment PG_3 50865921 (TA accepted)
75.23 (CR), assignment PG_3 50865922 (TA accepted)
otal value 289.29 (CR)
he values with an assignment of PG_3_xxxxxxxx are expected to match and clear
iving an overall balance of 0.00 which has happened. Assignment value
IPG_3_xxxxxxxx is passed through on the file.
he Customer is querying why there is an additional posting of 289.29 with a
lefault date assignment i.e. 20120809. What is the source of this reversal amount
ontained in the same BLE file?
Its the data coming from Wincor? Did something change at branch 020511 (The
alleries) in July?
his only appears to be happening for branch 020511, other occurrences are from
6.07.12 e.g. :-
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Document Date Amount (CR) Assignment
26.07.2012 184.40 20120726
27.07.2012 230.74 20120727
28.07.2012 147.66 20120728
30.07.2012 491.77 20120730
31.07.2012 347.19 20120731
s this is a Post & Go source data (Wincor / Horizon) issue please pass this call
ito the PEAK team for investigation / advice.
Date:30-Aug-2012 10:01:32 User:Joe Harrison
Product HNG-X Platforms -- POL-FS SAP APP Server (SAP1) (version unspecified)
added.
bate: 30-Aug-2012 10:02:46 User:Joe Harrison
he call summary has been changed from:-
ISR6179467A POLSAP - Other
he call summary is now:-
IFAD 020511 Post and Go
Date:30-Aug-2012 10:03:23 User:Joe Harrison
he call summary has been changed from:-
IFAD 020511 Post and Go
he call summary is now:-
IFAD 020511 Post and Go data
Date:30-Aug-2012 10:03:30 User:Joe Harrison
he Call record has been assigned to the Team Member: Dave Allen
Progress was delivered to Consumer
Date: 30-Aug-2012 10:09:24 User:Dave Allen
Investigating...
Date: 30-Aug-2012 11:00:58 User:Dave Allen
[Start of Response]
Postings on the TfS call refer to a similar previous incident (A1040049 => Peak
PCO0219432), which was resolved between POL and Wincor Nixdorf; no details of this
resolution are available to us.
his incident is a week old, but only came to SSC late last night.
[The trading-date in this call, 2012-08-09, is three weeks ago which too old for us
ito be able to see the incoming file from Wincor Nixdorf.
hecking the BLE file for FAD 020511 for 2012-08-09 (IF20120809005.BLE):
the PG entries are:
BLDR-; SC; 2287; 99; ¢G; 627237; ;00000028929;
BLDR+; SC; 2322; 99; 7G; 627237; 700000011505; ;PG_3_50865919;;PG
BLDR+; SC; Z322; 99; 7G; 627237; ; 00000007523; ;PG_3_50865922;;PG
BLDR+; SC; 2322; 99; 7G; 627237; 700000005213; ;PG_3_50865921;;PG
777PG
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BLDR+; SC; 2322; 99; ;G; 627237; ;00000004688;;PG_3_ 50865920; ;PG
jote the BLDR- entry for 289.29.
here is no evidence of a fault in HNG-X, and without the incoming file from
incor Nixdorf there is nothing further for us to investigate.
je can only suggest that POL do the same as they did with A1040049, and refer the
aatter to Wincor Nixdorf.
[End of Response]
esponse code to call type L as Category 95 -- Final -- Advice after Investigation
outing to Call Logger following Final Progress update.
service Response was delivered to Consumer
bate: 30-Aug-2012 11:00:58 User:Dave Allen
ALL PC0220393 closed: Category 95 Type L
Date: 30-Aug-2012 11:00:58 User:Dave Allen
Defect cause updated to 42 -- Gen - Outside Program Control
Date :31-Aug-2012 16:07:05 User: Customer Call_
ALL PC0220393 reopened by Customer Call_
Date:31-Aug-2012 16:07:05 User: Customer Call
ransfer Note: Transfer Group from 'POA-HSD IMT' to 'POA-FJ-PEAK'
nat is the nature of your POLSAP problem? : Other
Tf you were running a report at the time what is it called? : N/A
lave you deleted your temporary internet files? : No
lave you completed your POLSAP training? : No
hat is your POLSAP User ID?
iPleae provide any further details that may assist your fault : GL 627237.
he correct POLSAP postings start PG_. The GL account is being populated
y postings we don t recognise or understand (the ones that have the
reverse date). I need you to find out where this data is coming from? And
hy are we seeing it in POLSAP. The Galleries 020511 have not cleared and
the entries are still open but there were also postings for offices 007113
ls 200518 (These postings have now cleared) .We have also seen the opposite
ntry, as if the posting has been reversed, but this is not the case here
lease can you also investigate why not. Note - we do know that these are
ew machines that have been installed recently
Incident History:
2012-08-23 10:52:30 [ Selley, Amanda
INIT : Create a new request/incident/problem/change/issue
2012-08-24 07:31:36 [ King, Andrew
OG : Good morning. Please can we have an update on the progress of this issue.
2012-08-29 14:44:25 [ Fenning, Sue Joy]
OG : This issue relates to source data received in POLSAP from Horizon via the
LE files. The affected profit centre (branch) is 020511 and general ledger
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ccount 627237 : Post & Go PING Matching.
similar incidents was previously investigated re. branches 007113 & 200518 which
as now cleared (A1040049 refers).
n example the customer has provided shows amounts of £115.05, £46.88, £52.13 &
75.23 totalling £289.29 received on the file from Wincor and into POLSAP via BLE.
he same (contra) amounts are also showing as being received from the branch when
he TA has been accepted and are closed items in the account (netted off to 0.00).
jowever, there is another amount of £289.29 which just has the date in the
ssignment field.
he TA?s seem to be going out to the branch OK and being accepted but POLSAP is
lso receiving a reversal amount on the file as well.
‘urther details below:-
jocument Date : 09.08.2012 (POLSAP document no. 8005592079)
n Idoc generated from the BLE file contained values of:-
1115.05 (DR), assignment PG_3_ 50865919 (TA out)
46.88 (DR), assignment PG_3 50865920 (TA out)
52.13 (DR), assignment PG_3_ 50865921 (TA out)
75.23 (DR), assignment PG 3 50865922 (TA out)
otal value 289.29 (DR)
he Idoc also contained a value of 289.29 (CR).
ocument Date : 10.08.2012 (POLSAP document no. 8005607388)
n Idoc generated from the BLE file contained values of:-
115.05 (CR), assignment PG_3_50865919 (TA accepted)
46.88 (CR), assignment PG_3 50865920 (TA accepted)
52.13 (CR), assignment PG_3_ 50865921 (TA accepted)
75.23 (CR), assignment PG 3 50865922 (TA accepted)
otal value 289.29 (CR)
he values with an assignment of PG_3_xxxxxxxx are expected to match and clear
iving an overall balance of 0.00 which has happened. Assignment value
G_3_xxxxxxxx is passed through on the file.
he Customer is querying why there is an additional posting of 289.29 with a
lefault date assignment i.e. 20120809. What is the source of this reversal amount
ontained in the same BLE file?
Its the data coming from Wincor? Did something change at branch 020511 (The
alleries) in July?
his only appears to be happening for branch 020511, other occurrences are from
6.07.12 e.g. :-
ocument Date Amount(CR) Assignment
6.07.2012 184.40 20120726
7.07.2012 230.74 20120727
8.07.2012 147.66 20120728
30.07.2012 491.77 20120730
81.07.2012 347.19 20120731
te.
s this is a Post & Go source data (Wincor / Horizon) issue please pass this call
o the PEAK team for investigation / advice.
0112-08-29 21:40:45 [ T£S Connector]
DIinACK : Provider Ref: PC0220393
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2012-08-30 09:04:28 [ T£S Connector]
DIinSTU : From PINICL: Update by Joe Harrison:Call routed to Team:EDSC
lember:Dave Allen
2012-08-30 10:02:20 [ T£S Connector]
IDIinSRS : Provider Ref: PC0220393
solution Details: Update by Dave Allen:Category 95 -- Final -- Advice after
IInvestigation:Postings on the TfS call refer to a similar previous incident
(A1040049 => Peak PC0219432), which was resolved between POL and Wincor Nixdorf
0 details of this resolution are available to us.
his incident is a week old, but only came to SSC late last night.
he trading-date in this call, 2012-08-09, is three weeks ago which too old for us
ito be able to see the incoming file from Wincor Nixdorf.
hecking the BLE file for FAD 020511 for 2012-08-09 (IF20120809005.BLE):
ithe PG entries are:
BLDR-j SC; 2287; 99; 7G; 627237;
BLDR+; SC; 2322; 99; 7G; 627237
BLDR+ 7 SC; 2322; 99; 7G; 627237; 700000007523; ;PG_3_50865922;;PG
BLDR+; SC; 2322; 99; ;G; 627237; 700000005213; ;PG_3_50865921;;PG
BLDR+; SC; 2322; 99; ;G; 627237; ;00000004688;;PG_3_ 50865920; ;PG
700000028929;;
00000011505;
77PG
PG_3 50865919
7PG
jote the BLDR- entry for 289.29.
here is no evidence of a fault in HNG-X, and without the incoming file from
incor Nixdorf there is nothing further for us to investigate.
je can only suggest that POL do the same as they did with A1040049, and refer the
atter to Wincor Nixdorf.
2012-08-30 10:02:23 [ POA-HDI]
E : Status changed from 'Acknowledged' to 'Resolved'
2012-08-31 06:54:43 [ Selley, Amanda ]
DIoutADD : Good morning. Please can we have an update on the progress of this
issue
Date :31-Aug-2012 16:07:24 User:David Seddon
he Call record has been assigned to the Team Member: Anne Chambers
Progress was delivered to Consumer
Date:31-Aug-2012 16:59:44 User:Anne Chambers
vidence Added - TAs 020511 i 007113
Date : 31-Aug-2012
vidence Added - Var
Anne Chambers
s for 020511
Date:31-Aug-2012 17:02:23 User:Anne Chambers
vidence Added - subfile
port
Date :31-Aug-2012 17:13:05 User:Anne Chambers
[Start of Response]
ranch 020511 has many entries in the Subfiles_on_hold report. This report should
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e monitored (by ?) to make sure problems are followed up - this should be
resolved before closing this call.
jorizon is receiving PG data for 6 separate PG tills at the branch, but only 4 of
them have associated stock units. This causes the entire subfile for the branch to
© Held, and the transaction data is not being sent to POLSAP. However the TA data
for the 4 tills which are properly associated IS being sent through, and I think
this is probably the cause of the POLSAP anomalies.
he two unassociated tills are not doing any cash transactions - this is a known
roblem (see PC0218702), and means the PM isn't prompted to create an association.
his may need fixing via MSC.
ther branches on the report may also need similar action. We have found that
007113 has been closed for 18 months, so the PG txns were misdirected, but I don't
nderstand exactly what happened (see question at end of first evidence file).
Passing call to BRDB_Host Dev, as discussed with Pete J and Gareth S.
[End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under
Investigation
esponse was delivered to Consumer
pate: 31-Aug-2012 17:13:55 User:Anne Chambers
he Call record has been transferred to the team: BDB-Host-Dev
Progress was delivered to Consumer
bate: 03-Sep-2012 07:39:39 User: Customer Call_
ood morning. Can we have an update on the progress of this issue please. Thank
you.
pate :03-Sep-2012 08:18:44 User:Gareth Seemungal
he Call record has been assigned to the Team Member: Gareth Seemungal
progress was delivered to Consumer
IDate:03-Sep-2012 11:51:46 User:Gareth Seemungal
[Start of Response]
he existing data fix script provided from MSC 04330348236 can be used to generate
ithe required transaction acknowledgements (TAs).
[End of Response]
esponse code to call type L as Category 38 -- Pending -- Potential Problem
identified
esponse was delivered to Consumer
Date :04-Sep-2012 12:29:41 User: Customer Call_
IPO Ref. Q17731199 refers.
Fix identified as advised by Gareth Seemungal (see update below).
‘Cc held a.m. to discuss the priority of this call and determine when the fix
Ishould be implemented.
Phil Ashley (POL) confirmed that the issue is not high priority and can be dealt
ith within the normal 7 day change window.
greed that Gareth Seemungal would raise the MSC for implementation on 13th
September (post 18:00).
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fter this the customer should start to see the relevant entries transferring
[through into POLSAP via normal Horizon / BLE load.
‘ontacted Gillian to inform that the issue had been investigated, route cause
identified and that a fix would be applied next week.
Ipate:04-Sep-2012 13:04:48 User:Gareth Seemungal
eference Added:
iDate:04-Sep-2012 13:06:14 User:Gareth Seemungal
SC 04330355958 raise to generate TAs required for stock unit associations. Fix
ill be carried out at 17:00 on 13th September.
IDate:04-Sep-2012 15:12:09 User: Customer Call_
iSC043J0355958 raised 04/09/2012. Implementation date Thursday 13/09/2012.
IDate:05-Sep-2012 15:09:10 User:Gareth Seemungal
‘arget Date/Time updated: new value is 13/09/2012 17:00
[Start of Response]
Passing to SSC for MSC execution.
[End of Response]
esponse code to call type L as Category 38 -- Pending -- Potential Problem
Itdentified
esponse was delivered to Consumer
pate :05-Sep-2012 15:09:39 User:Gareth Seemungal
he Call record has been transferred to the team: EDSC
Progress was delivered to Consumer
bate: 05-Sep-2012 16:13:46 User:Lina Kiang
he Call record has been assigned to the Team Member: Anne Chambers
Progress was delivered to Consumer
IDate:17-Sep-2012 07:46:52 User: Customer Call_
ood morning. Can we have an update on the progress of this issue please. Thank
you.
IDate:17-Sep-2012 11:00:29 User:Anne Chambers
[Start of Response]
Following a change made centrally to facilitate this, the stock unit associations
for the two new Post and Go terminals have been created by the branch and all the
eld external data (43 different days) has now been processed and passed through
to POLSAP in BLE file IF20120914005.BLE.
je strongly recommend that POL monitor the SubfilesOnHold report which is sent to
them daily, so that any other external terminals with problems can be investigated
wickly in case a similar correction is needed.
[End of Response]
esponse code to call type L as Category 70 -- Final -- Avoidance Action Supplied
outing to Call Logger following Final Progress update.
service Response was delivered to Consumer
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IDate:17-Sep-2012 11:00:29 User:Anne Chambers
ALL PC0220393 closed: Category 70 Type L
Root Cause Gen - Outside Program Control
Logger Customer Call_ -- EDSC
Subject Product }IHNG-X Platforms -- POL-FS SAP APP Server (SAP1) (version unspecified)
Assignee Customer Call_ -- EDSC
Last Progress 17-Sep-2012 11:00 -- Anne Chambers
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