FUJ00085831
FUJ00085831
eos hie a ee ee eS aS aS ae See
Peak Incident Management System
Call Reference PC0246949 Call Logger _ Customer Call_
Release Reported In -- HNG-X 12.11 Top Ref PC0246997
Call Type Live Incidents Priority ‘ C -- Non-critical
Contact EDSC Call Status Closed -- Avoidance Action Supplied
Target Date 18/10/2015 Effort (Man Days) 0
Summary 2248433 - horizon - transaction discrepancies
All References Type Value
OTI GY:17991774
DevIntRel-Director Live Supp.Test
SSCKEL KEL acha621P
SSCKEL KEL acha621P
TRIOLE for Service A10504260
Clone Call PC0246997
Progress Narrative
EDSC
Date:13-Oct-2015 14:46:37 User: Customer Call_
CALL PC0246949 opened
Details entered are:~
summary:2248433 - horizon - transaction discrepancies
call Type:t
call Priority:c
target Release:HNG-x 12.11
routed to:EDSC - _Unassigned_
‘3-Oct-2015 14:4
37 User:_Customer Call_
INCIDENT MANAGEMENT
Jbate/Time Raised: Oct 12 2015 5:10PM
priority: C
contact Name: Po:
contact Phone: {”
riginator: XXXX:
Unknown
riginator's reference: GY:17991774
product Serial No:
product Site: 224843
Iransfer Note: ****Please can PEAK investigate this diacrepancy issue. NBSC has confirmed that following discussions and checks
with the user that this is not a user error issue, but an issue within the system requiring Fujitsu investigation.****:
Received the following email:
Ii Eden,
jeed to raise an incident for below issue éamp; provide Fujitsu re.. It?s been confirmed with SM.
(previous ref: 17972295)
jote: NBSC has confirmed that they following discussions and checks with the user that this is not a user error issue, but an
issue within the system requiring Fujitsu investigation
Name: Ani
IPhone #:/ 5RO
caller type: Dalmeiilington Outreach Service
LFaD code (for branch) / PATH code (for supplier): 2248433
lproblem/Request:
Fuser has discrepancies when transferring cash from one branch to another (specifically between their main branch to their
outreach branch); OUTREACH BRANCH ISSUE
user said instead of the system logging it as 8000 pound transaction, it recognizes it as a 32,000 pound transaction
Luser already contacted NBSC and was right away directed to us, POSD; reference# 1358666
lkaD code *2248433
jode id *gellar kit
User id *AILGRO}
bate / Time of transaction 8th October 2015 @ 1300
session ID *1-12440-1 I 1-12441-1 I 1-12442-1 I 1-1243-1
transaction number(s) * none
Jancunts *8000 pounds over 32000 pounds
First 6 and last 4 digits of card number (if applicable) *n/a
current TP / BP / Stock unit *TP - 6, BP - n/a, Stock Unit — AA
key strokes *Back Officesgt; Remittances and Transferssgt; Deliveryagt; Scan your barcodeagt; type in the amountsgt; confirm the
mount agt; Enter
lkegards,
Abhishek Rane
Incident, Management
embassy Tech Zone,
FUJ00085831
FUJ00085831
flinjewadi, Phase=2, Pune-411057
latos India
Femail attached and forwarded to Fujitsu
access attached
POL-SD-Horizon-Minimum Dataset for Software Calls
Incident History:
2015-10-12 17:10:56 [ POA-HDI]
INIT : Create a new request /incident /problem/change/issue
2015-10-12 17:10:57 [ POA-HDI]
zneut_en_poa : Transfer Notification
2015-10-12 17:10:57 [ POA-HDI]
neun_en_poa : Open Notification
2015-10-12 17:12:58 [ POA-HDI]
]#DToutaDD : From ATOSSDM12: ~
lemail from Rane
Attachement 2248433 Dalmellington Outreach Service ~ horizon transaction discrepancies .msg
2015-10-12 17:14:29 [ POA-HDT]
HDIoutADD : From ATOSSDM12: ~
email from Katie
2015-10-12 17:15:00 [ POA-HDI}
laDIoutaDD : From ATOSSDM12: 2015/10/12 17:13:39 GMT Log Comment received the following:
[thank you Abhishek-
den ? grateful if this one can be raised today. Please let myself and Abhishek know immediately if Fujitsu reject this call.
thanks,
katie
Femail attached
2015-10-12 17:15:31 [ POA-HDI]
laDToutapD : From ATOSSDM12: 2015/10/12 17:14:41 GMT Status Status changed to =
Received the following email
ti Eden,
leed to raise an incident for below issue & provide Fujitsu re.. It?s been confirmed with SM.
(previous ref: 17972295)
jote: NBSC has confirmed that they following discussions and checks with the user that this is not a user error issue, but an
issue within the system requiring Fujitsu investigation
Name: Anne Ireland
[Phone #
[caller type: Dalmellington Outreach Service
LFAD code (for branch) / PATH code (for supplier): 2248433
Problem/Request:
user has discrepancies when transferring cash from one branch to another (specifically between their main branch to their
loutreach branch) OUTREACH BRANCH ISSUE
Fuser said instead of the system logging it as 8000 pound transaction, it recognizes it as a 32,000 pound transaction
Fuser already contacted NBSC and was right away directed to us, POSD; reference# 1358666
lraD code *2248433
lode id *gellar kit
User id *ArfGRO}
pate / Time of transaction “today @ 1300
session ID *1-12440-1 I 1-12441-1 I 1-12442-1 I 1-1243-1
(fransaction number(s) * none
Jamounts *8000 pounds over 32000 pounds
First 6 and last 4 digits of card number (if applicable) *n/a
current TP / BP / Stock unit *TP - 6, BP - n/a, Stock Unit - AA
key strokes *Back Office> Remittances and Transfers> Delivery> Scan your barcode> type in the amount> confirm the amount> Enter
—Attachement RE 2248433 Dalmellington Outreach Service - horizon transaction discrepancies .msg ~~:
Regards,
limbassy Tech Zone,
ltinjewadi, Phase-2, Pune-411057
tos India
email attached and forwarded to Fujitsu
access attached
JPoL-SD-Horizon-Minimum Dataset for Software Calls
++ +START*** *MON0900TUE0900WEDO900THUO900FRI0900SAT0900SUN0000BNK0000
(N0000TUE0000WEDO000THUOOOOFRI0000SAT0000SUN0000BNKO000
(ON0000TUE0000WEDO000THUOOOOFRI0000SAT0000SUN0000BNK0000
(ON17 30TUE1 7 30WED1 730THU730FRI1730SAT1230SUN0000BNK0000****END****
2015-10-12 17:16:01 [ POA-HDI]
EDToutaDD : From ATOSSDM12: 2015/10/12 17:15:10 GMT Status Status changed to -
Received the following emai
li Eden,
jeed to raise an incident for below issue & provide Fujitsu re.. It?s been confirmed with SM.
(previous ref: 17972295)
Note: NBSC has confirmed that they following discussions and checks with the user that this is not a user error issue, but an
issue within the system requiring Fujitsu investigation
IName: Anne Ireland
Phone #: {7 I
[Caller typ ton Outreach Service
FAD code (for branch) / PATH code (for supplier
2248433
FUJ00085831
FUJ00085831
Problem/Reques:
Fuser has discrepancies when transferring cash from one branch to another (specifically between their main branch to their
joutreach branch); OUTREACH BRANCH ISSUE
Fuser said instead of the system logging it as 8000 pound transaction, it recognizes it as a 32,000 pound transaction
user already contacted NBSC and was right away directed to us, POSD; reference# 1358666
IFAD code #2248433
pate / Time of transaction *today @ 1300
session ID *1-12440-1 I 1-12441-1 I 1-12442-1 I 1-1243-1
[transaction number(s) * none
amounts *8000 pounds over 32000 pounds
First 6 and last 4 digits of card number (if applicable) *n/a
current TP / BP / Stock unit *TP - 6, BP ~ n/a, Stock Unit - AA
key strokes *Back Office> Remittances and Transfers> Delivery> Scan your barcode> type in the amount> confirm the amount> Enter
kegards,
labhishek Rane
[in
embassy Tech Zone,
ltinjewadi, Phase-2, Pune-411057
lAtos India
email attached and forwarded to Fujitsu
access attached
POL-SD-Horizon-Minimum Dataset for Software Calls
I‘«+*START****MONO900TUE0 900WEDO900THUO 900FRI0900SATO900SUN0000BNK0000
(ON0000TUE0000WEDO000THU0000FRI0000SAT0000SUNG000BNK0000
(ON0000TUE0000WEDO000THUOOOOFRI0000SATO000SUNO000BNK0000
(ON1730TUE1 730WED1730THU1730FRI1730SAT1230SUN0000BNK0000****END*+**
2015-10-12 17:27:00 [ Millman, Emma ]
lDIoutSTU : Hi
in regards to the above call, in the call notes it states the Date & Time of the
lissue as ‘today @ 1300.’ I think you will find this is incorrect as the issue was originally raised on 8th October.
Please provide us with the correct date so we can investigate this.
lkegards
lemma Millman
2015-10-12 17:45:11 [ POA-HDI)
HDToutaDD : From ATOSSDM12:
7991774 ~ A10504260.msq —-~
Jemail to Rane and Katie
2015-10-12 18:27:12 [ Millman, Emma ]
Jneut_en poa : Transfer Notification
“Attachement RE 2248433 Dalmellington Outreach Service - horizon transaction discrepancies
2015-10-13 04:19:29 [ POA-HDI]
JEDIoutaDD : From ATOSSDM12: —
email from MAC
2015-10-13 04:20:02 [ POA-HDI]
DToutapD : From ATOSSDMI2: ~:
17991774 — A10504260.msg ---
email sent to Katie Austin and Abhishek Rane
2015-10-13 04:21:33 [ POA-HDI]
IEDIoutADD : From ATOSSDM12: 2015/10/13 04:19:26 GMT Log Comment - received an email from MAC asking for a correct time and date
lof the issue occurred
I forwarded email to Katie Austin and Abhishek Rane of IM
From: Post Office Service Desk
sent: Tuesday, October 13, 2015 12:18 PM
fo: Austin, Katie (ext); Rane, Abhishek
subject: RE: 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies / 17991774 - A10504260
“Attachement A1050426017991774 .msq —--
“Attachement RE 2248433 Dalmellington Outreach Service - horizon transaction discrepancies
lcood Morning,
le receive a new email from Fujitsu, please see belo
l[n regards to the above call, in the call notes it states the Date & Time of the issue as ?today @ 1300.? T think you will find
this is incorrect as the issue was originally raised on 8th October.
Please provide us with the correct date so we can investigate this.
Incident is still assigned to Fujitsu.
le will try to call the branch later to get the right information needed by them.
I will try to call the branch later if queue persist
2015-10-13 04:22:34 [ POA-HDI]
JtDIoutADD : From ATOSSDM12: ----Attachement Automatic reply 2248433 Dalmellington Outreach Service - horizon transaction
]aiscrepancies 17991774 ~ A10504260-msg
0 email from Katie Austin
2015-10-13 04:23:04 [ POA-HDI]
ibIoutapD : From ATOSSDM12: 2015/10/13 04:22:08 GMT Log Comment - 000 email from Katie Austin
From: Austin, Katie (ext)
sent: Tuesday, October 13, 2015 1:44 AM
to: Post Office Service Desk
subject: Automatic reply: 2248433 I Dalmellington Outreach Service ~ horizon I transaction discrepancies / 17991774 ~ A10504260
FUJ00085831
FUJ00085831
hank you for your email.
Ir am travelling to offsite meetings on Tuesday 13th October and will therefore have limited access to email.
For any urgent issues, please call me on my mobile
2015-10-13 08:50:22 [ POA-HDI]
]DToutADD : From ATOSSDM12: 2015/10/13 08:49:34 GM? Log Comment email from Katie to IM:
lAabhishek ? Please can you correct this with Fujitsu ? I believe the issue was reported on the 8th in the morning?
f2015-10-13 08:50:56 [ POA-HDI]
MDToutADD : From ATOSSDM12: ~
7991774 — A10504260.msq ~~~
mail from Katie to IM
2015-10-13 13:43:00 [ Millman, Emma }
UDIoutSTU : Abhishek from Atos IMT called for an update.
“Attachement RE 2248433 Dalmellington Outreach Service ~ horizon transaction discrepancies
It advised we are currently awaiting an update the SD regarding the correct date of when the iasue occurred.
Abhishek advised the correct date is 8th October.
II advised I will amend the call and now I will send it over for investigation.
2015-10-13 13:46:11 [ Millman, Emma ]
neut_en_poa : Transfer Notification
++**Please can PEAK investigate this discrepancy issue. NBSC has confirmed that following discussions and checks with the user
that this is not a user error issue, but an issue within the system requiring Fujitsu investigation.****
IDate:13-Oct-2015 15:33:39 User:Jonathan Pegg
lproduct HNG-X Platforms -- HNG-X Counter App (CNT) (version unspecified) added.
Jate:13-Oct-2015 1:
[Start of Response]
7:03 User:Jonathan Pegg
comments:
KEL Reference:
Assigned User: Cheryl Card
[End of Response]
Response code to call type L as Category 40
Response was delivered to Consumer
Pending -= Incident Under Investigation
jDate:13-Oct-2015 15:37:38 User:Jonathan Pegg
the Call record has been assigned to the Team Member: Cheryl Card
Progress was delivered to Consumer
jate:13-Oct-2015 15:53:44 User:Cheryl Card
[the Call record has been assigned to the Team Member: Anne Chambers
Progress was delivered to Consumer
bate:13-Oct-2015 16:32:09 User: Customer Call_
lrrom ATOSSDM12: 2015/10/13 15:29:41 GMT Log Comment incident raised on 8th Oct
called samp; updated PM the situation
lspoke with Fujitsu, updated them the correct incident raised date. they are currently investigating
Jbate:43-Oct-2015 17:42:11 User:Anne Chambers
[Start of Response]
It can see that the clerk pressed Enter 4 times after the Delivery Receipts were printed, and each time a rem in transaction for
:8000 and its cash settlement were recorded. This should not be possible. Continuing to investigate.
[End of Response]
Iresponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
JDate:44-Oct-2015 0°
lFrom ATOSSDM12: -
1n10504260.magq
email from Abishek Rane
2:40 User:_Customer Call_
—Attachement RE 2248433 Dalmellington Outreach Service - horizon transaction discrepancies 17991774 -
Jbate:14-Oct-2015 07:13:11 User: Customer Call_
from ATOSSDM12: -==-Attachement RE 2248433 Dalmellington Outreach Servic:
10504260.msgq
response to Abishek Rane
= horizon transaction discrepancies 17991774 -
FUJ00085831
FUJ00085831
[paveri4-oct-2015 0
4:ii User:_customer Call_
from ATOSSDM12: 2015/10/14 06:11:36 GMT Log Comment -email from Abishek Rane:
I" Yes, it?s for 8th Oct
Details were send with ref with 17972295
Regards,
lAbhishek Rane
lbhishek. rand
fmbassy Tech Zone
lHinjewadi, Phase-2, Pune-411057
latos India *
responded to Abishek Rane
emails attached
Jbate:14-Oct-2015 15:23:24 User:Anne Chambers
call has been cloned to Call:PC0246997 by User:Anne Chambers
Date:14-Oct-2015 16:21:12 User:Anne Chambers
[Start of Response]
It have sent a clone of this call to development for investigation into the root cause, while I try to check whether the same
problem might have affected any other branches. Further update tomorrow.
{End of Response]
response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:14-Oct-2015 16:51:12 User:Anne Chambers
IsRSS query to check for problem:
select branch code, trunc (JOURNAL DATE), PROD_ID, AMOUNT, to char (POUCH ID, 1999999999999") pouch, min(SESSION_ID),
jax (session id), count (*)
from brdb_rx_eposs transactions
here TRANSACTION MODE ID = 24
land journal date >= to date ('10-OCT-2015", ‘DD-MON-YYYY')
Jand POUCH ID > 0
having count (*) > 1
jand min(SESSION_ID) <> max (session _id)
lxroup by branch code, trun¢ (JOURNAL DATE), PROD ID, AMOUNT, to char (POUCH ID, '999999999999')
order by 1,2,3,4
Date:14-Oct-2015 17:25:52 User: Customer Call_
From ATOSSDM12: 2015/10/14 16 6 GMT Log Comment Spoke with emma - ‘Fujitsu have sent the incident to development team to find
loot cause, also checking if it has affected other branches’
Jbate:15-Oct-2015 13:46:59 User: Customer Call_
rom ATOSSDM12: 2015/10/15 12:43:56 GMT Log Comment spoke with Emma(FJ), she said that their development team is still
investigating on this issue gamp; would provide update at EOD
Jbate:15-Oct-2015 15:41:46 User:Anne Chambers
[Start of Response]
KEL acha621P raised.
[End of Response]
lkesponse code to call type L as Category 40
Response was delivered to Consumer
Pending -- Incident Under Investigation
JDate:15-oct-2015 1
[Start of Response]
je have found that if there is a logout before a user has fully logged on, then subsequently a pouch is remmed in manually (most
likely at an outreach branch), then after the rem in slip has been printed, the same screen is redisplayed and the user is likely
co press Enter again and duplicate the remittance, possibly several times. A different screen should be displayed which would
prevent this happening.
6:36 User:Anne Chambers
I, rem in slip is printed each time, showing the same details but different session numbers, and a transaction log search confirms
the repeated rems.
[this is not an area that has changed for several years so it likely to have happened before but we have no record of it having
been reported to us. I can only check back two months; I've found 4 other instances (outreach branches 214869, 106444, 110444,
207828) and all but the last removed the discrepancy by completing a rem out for the excess, which corrected the system cash
holding. Branch 224843 may be able to do the same but NBSC should advise on this.
je are continuing to investigate the problem (PC0246997), but any fix will not retrospectively change the branch accounts.
[End of Response]
lkesponse code to call type L as Category 70 -- Final -
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
Avoidance Action Supplied
[Date:15-Oct-2015 1!
6:36 User:Anne Chambers
FUJ00085831
FUJ00085831
(ALE Pc0240949 closed: Category 10 Type D
lbate:45-Oct-2015 15:56:36 Uscr:Anne Chambers
pefect cause updated to 96 =- Gen — Investigation On-Going
27 User:Kevin McKeown
Root Cause Gen - Investigation On-Going
Logger _Customer Call_ -- EDSC
Subject Product HNG-X Platforms -- HNG-X Counter App (CNT) (version unspecified)
Assignee : _Customer Call_ -- EDSC
Last Progress 15-Oct-2015 16:11 -- Kevin McKeown