Fe)
FUJITSU
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
FUJITSU RESTRICTED
Document Title:
Document Reference:
Release:
Abstract:
Document Status:
Author & Dept:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
2015 POA Problem Management — Problem Review
SVM/SDM/INR/3037
Release Independent
This report contains the trend analysis of the 34 problem records
raised in the POA Problem Management TfS database during
2015.
For Review
Jolene Ngu — Problem and Major Incident Management
Not Applicable
Security risks have been assessed and it is considered that there
are no security risks relating specifically to this document.
Steve Bansal Senior Service Delivery
Manager
See RMG BU Reviewers/Approvers Matrix (PGM/DCM/ON/0001) for guidance on who should approve.
©Copyright Fujitsu Limited 2016
FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 1 of 17
FUJ00085953
FUJ00085953
oO 2015 POA Problem Management — Problem Review
J FUJITSU RESTRICTED
0 Document Control
0.1 Table of Contents
0.1 Table of Contents.. 2
0.2 Document History.. 2
0.3 Review Details... 2
0.4 Associated Documents (Internal & External 3
0.5 Abbreviation 4
0.6 Glossary. 4
0.7. Changes Expected. 5
0.8 Accuracy......... 5
0.9 Security Risk Assessment. 5
2 ANALYSIS...
2.1 Categorisation.... weeeee ese
2.2 POA Review of Problems in the Fujitsu Domain or Further Consideration Required.
2.3 Table of Results... eee aeseeee
NOD DD @
0.2 Document History
Only integer versions are authorised for development.
Version No. Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
ot 05/01/2016 Initial Draft - This version was used for the formal 2015 Problem
review held on Wednesday 20" January 2016.
0.2 21/01/2016 ‘Second draft containing updates following the formal 2015
Problem review held on Wednesday 20" January 2016.
03 03/05/2106 Revised to include updates on closed Problem Records and
providing feedback on actions
0.3 Review Details
Jolene.Na\ i" it RMGA Document Management
If preferred you can delete the following Mandatory and Optional reviewer tables and paste in the appropriate list
copied from RMB BU Reviewers/Approvers Matrix (PGM/DCM/ON/0001)
Mandatory Review
Role Name
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR —_ Date 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 2 of 17
Fe)
FUJITSU
FUJITSU RESTRICTED
2015 POA Problem Management — Problem Review
FUJ00085953
FUJ00085953
Senior Service Delivery Manager I
Steven Bansal
nal Re’
Opt
Role
Name
Problem Manager
Steve Gardiner
Remote Infrastructure Management
Rajaram Kuppuramaseshan
Systems Management & Global Cloud Manager
Catherine Obeng
Service Delivery Manager
Roger Stearn
Infrastructure Manager
Andy Hemingway
Chief Architect
Torstein Godeseth
System Architect
Mia Angell
Test Manager
Mark Ascott
Service Delivery Manager
Yannis Symvoulidis
SAP Service Delivery Manager
Paul Mailey
Principal Technical Services Specialist
Neil Preston
Principal Technical Services Specialist
Andrew Gibson
Senior Customer Solutions Architect
John Bradley
Head of Post Office Transformation Service
lain Janssens
Senior Project Manager Katy Hogan
(*) = Reviewers that returned comments
Issued for Information — Please restrict thi
stribution list to a
Position/Role Name
POA Operations Director
Peter Thompson
0.4 Associated Documents (Internal & External)
References should normally refer to the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date Title Source
PGM/DCM/TEM/0001 I See note I See note above RMGA BU Generic Document Dimensions
(DO NOT REMOVE) I above Template
PGM/DCM/ION/0001 RMG BU Document Dimensions
(DO NOT REMOVE) Reviewers/Approvers Role Matrix
SVM/SDM/PRO/0025, POA Problem Management Dimensions
Procedure
0.5 Abbreviations
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 3 0f 17
Fe)
FUJITSU
2015 POA Problem Management — Problem Review
FUJITSU RESTRICTED
FUJ00085953
FUJ00085953
Abbreviation
Definition
ADSL Asymmetric Digital Subscriber Line
AP Automated Payment
BAL Branch Access Layer
BAU Business As Usual
DVLA Department of Vehicle Licensing Authority
GWSs Generic Web Server
ISP Internet Service Provider
ITG Information Technology Group (within Fujitsu Services)
KEL Knowledge Entry Log
MCCB Moulded Case Circuit Breakers
MSC. Managed Service Change
Mss Managed System Service
NBSC Network Business Support Centre
PM Post Master
POA Post Office Account
RCA Root Cause Analysis
ssc Software Support Centre (third line application support)
TES Triole for Service
0.6 Glossary
PPD Platform Physical Design
HDCR Horizon Data Centre Refresh
NNM Network Node Manager
©Copyright Fujitsu Limited 2016
FUJITSU RESTRICTED Ref:
Version:
UNCONTROLLED WHEN PRINTED OR —_ Date
STORED OUTSIDE DIMENSIONS Page No:
SVM/SDM/INR/3037
0.3
03-May -2016
40f 17
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
Fe)
FUJITSU
FUJITSU RESTRICTED
0.7 Changes Expected
eee
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 5 of 17
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
Fe)
FUJITSU
FUJITSU RESTRICTED
Introduction
Within SVM/SDM/PRO/0025 the POA Problem Management Procedure there is a requirement in section
4.3 to undertake trend analysis, within section 4.4.2 to review the Knowledge database and within section
4.5 to review the problems which were raised, their ownership and continue monitoring for service
improvement opportunities.
1 Analysis
This document contains the analysis of the 34 problem records raised in the POA Problem Management
TfS database during 2015.
1.1 Categorisation
The analysis has been conducted in two phases. The first phase has been conducted by a POA Problem
Manager and has resulted in categorising the problems into three types.
Type 1 — Further analysis is required within Post Office Account seeking input from POA design,
development, testing and release. Sixteen problem records were classified under this category.
Type 2 — These were Administration Closures, e.g., the problem record was raised in error against the
incorrect resolver group. Four problem records were classified under this Category.
Type 3 -The underlying issue was found to have originated in a third party domain, e.g., Post Office
Limited or one of their clients or suppliers. Fourteen problem records were classified under this
category.
1.2 POA Review of Problems in the Fujitsu Domain or
Further Consideration Required.
On Wednesday 20" January 2016 at 09:30 a review was held of the problem records from 2015
which were categorised as type 1 by the following group;
Mark Ascott Live System Test
Andrew Gibson UNIX
Andy Hemingway Infrastructure
Tony Wicks Problem Management
Rajaram Kuppuramaseshan SMC
Nirupama Sane POLSAP Support
Gaby Reynolds Online Services
Nick Crow Branch and Comms Management
Jolene Ngu Problem Management
Subsequent to the review applicable Problem Records for 2015 were discussed with Roger
Stearn POA Networks SDM and Torstein Godeseth POA Chief Architect.
©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 6 of 17
Fe)
FUJITSU
FUJITSU RESTRICTED
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
For each Problem Records of this type I have included a two further lines within the table
documenting the findings and recommendations from the review or subsequent discussions, and
proposed actions. It is planned that a follow-up on those actions will be conducted after 3 months
— End of March 2016
1.3 Table of Results.
Problem Summary Description Proposed Action Closed
Ref
Problems in the Fujitsu Domain or Further Consideration Required.
A10972720 I The SMC site in After carrying out a root cause I Consideration should be I Yes
Bangalore have
been experiencing
power loss and
previous incidents
indicate that it did
not switch over to
the emergency
generator.
analysis, it was ascertained
that the failures were due to
malfunction of the MCCB.
The existing MCCB was
replaced with a new MCCB
and it has been tested on 4
cycles and no trip in current
occurred.
given for the SMC to
liaise with supplier of
MCCB device to see if
they can improve the
quality of the delivered
item.
Findings and Recommendations.
A monthly check has been put in place to assist in preventing this from reoccurring in the future. The
SMC has been monitoring for 2 months and no issue has been identified.
Action:
As a monthly checklist has been put in place, no further action is recommended.
A10893754 I System monitoring
is falsely alerting
that Reconciliation
file transfers have
abended and failed.
A master PEAK (PC0247384)
was used to investigate the
underlying fault and a fix has
been targeted for Release
13.11 which is expected to be
released to live in June 2016.
As a preventive No
measure, future designs
checks can be done
during development so
false alerts won't occur
during the releases.
Findings and Recommendations.
At the review, it was agreed that coding checks could possibly be undertaken by Development.
Action:
Tony Wicks to write to Development requesting them to consider if it's possible to do some coding
checks for this and similar situations as per the failure. This request has been made for Development's
consideration.
A10821106 I Transaction The underlying cause of this It is suggested that a Yes
discrepancies can problem is that a logout before I ‘regression’ test for this
occur during the a user has fully logged on, type of failure could be
Rem In process — then subsequently a pouch is run on new releases
especially when rem-in manually, then after the I before released into the
transferring cash rem in slip has been printed, Live environment.
©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 7 of 17
Fe)
FUJITSU
FUJITSU RESTRICTED
2015 POA Problem Management — Problem Review
FUJ00085953
FUJ00085953
from one branch to
another (e.g.,
between their main
branch to their
outreach branch).
the same screen is redisplayed
and if the user press Enter
again, a duplicate will occur.
A code fix has been developed
and is in release 12.88 Hot fix
Findings and Recommendations.
It is suggested that a ‘regression’ test for this type of failure could be run on new releases before being
released into the Live environment. A regression test has been added to the LST test suite to validate for
this scenario in future releases.
Action:
As a regression test has been put in place since R12.88, no further action is recommended.
A10530531 I Network instability
has caused a
number disruptions
to Post Office
branch service
during the week
commencing
Monday 12th
October.
Specific targeted network
traffic from a third party
caused instability in the Fujitsu
shared network. This irregular
targeted traffic was caused by
a configuration issue on a third
party router.
Consideration should be
given for Fujitsu
Networks & Telecoms
when implementing a
new solution to protect
the Fujitsu connect DSL
network from abnormal
traffic.
Yes
Findings and Recommendations.
Fujitsu Networks & Telecoms advised a script was introduced during the Major Incident to protect the
Fujitsu shared DSL network from a reoccurrence in the future.
Action:
No further POA / Fujitsu action is recommended.
A10122010 I VPX servers
crashing.
There are several underlying
causes for the VPX crashes.
Development have ascertain
that it may be caused by
memory leakage, NetCoo!l
probes or Server software
upgrades including security
patches.
The POA Problem and
Incident Team will be
monitoring this until mid-
February 2016 and
Development will be following
up on the NetCool concerns
with MSS via PEAK.
Consideration could be
given for hardware and
software upgrade based
on the server lifespan.
Yes
Findings and Recommendations.
NetCool Probe restarts are performed every day and will be monitored for the next 3 months. VPN has
been added into Post Office Detail Branch Report. Additional measures have also been taken to monitor
the VPX servers and entries are made into the report when there is a failure.
©Copyright Fujitsu Limited 2016
FUJITSU RESTRICTED
UNCONTROLLED WHEN PRINTED OR
STORED OUTSIDE DIMENSIONS
Ref: SVM/SDM/INR/3037
Version: 0.3
Date: 03-May -2016
PageNo: 8 of 17
Fe)
FUJITSU
FUJITSU RESTRICTED
2015 POA Problem Management — Problem Review
FUJ00085953
FUJ00085953
Action:
Investigations into this open Problem Record are on-going.
A9391723 I Concerns have
been raised within
POA that there are
possible SPoF
within the HNG-X
infrastructure and
that a platform
recovery strategy
needs defining.
The POA Chief Architect was
leading on the platform
recovery strategy. Additionally,
an exercise was started for
Problem Management to liaise
with the Disaster Recovery
(System Owner) on the
documentation that already
exists on Single Points of
Failure. SPOFs related to the
Bladeframe will be going as
part of Horizon Refresh.
There should always be
a clear recovery
strategy and capability
defined for all platforms
and a nominated owner
for all platforms.
No
Findings and Recommendations.
As part of the HNG-X Data Centre Refresh it is intended that Physical Platform Design specifications are
being updated to include the platform recovery strategy within the document.
Additionally, a tactical solution is being implemented, under CP1725, for the cloning of platforms.
Action:
No further POA action to that above is recommended.
A9331408 I POA are non-
compliant with the
ITG code of
connection
regarding Windows
2003 servers
POA are non-compliant with
the ITG code of connection
regarding Windows 2003
servers. There are three POA
servers (LSBPPRGO01,
CITPXCS002, CITPNALO02)
which ITG intend to quarantine
on Friday 17th July 2015 and it
is possible that there could be
more servers.
Tracking the project weekly
ensured that all servers were
migrated or retired with the
exception of the Integration
managed Dimension Servers.
Consideration should be
given to always ensure
that the operating
system used is still in
support and whenever
necessary, for an
update to be done
before expiry date. If the
operating system
support is going to be
withdrawn, an action
needs to be taken
before 1 year of the
date.
Yes
Findings and Recommendations.
It was concluded that all servers should have proper design documentation, e.g., PPD’s, regardless of
whether in live or ITG.
Actions:
Tony Wicks to write to John Bradley highlighting the issue and requesting that consideration is given to
documenting within the PPD’s when the server and software support expires and constructing a database
which contains component details & expiry dates and provides adequate advanced warning that support
is going to expire.
©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref. SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR —_Date 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 9 of 17
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
Fe)
FUJITSU
FUJITSU RESTRICTED
Following discussion with Kate Hogan the recommendation is going to be considered by Development as
part of the HDCR programme.
A9157908 I Following The underlying cause is the Test team could Yes
GoldenGate replication between consider if further tests
replication aborting I GoldenGate and Oracle 10g could be carried out
Branches reported and 11g aborted, resulting ina I before releasing into
cash declaration number of branches reporting I Live.
and stock reporting I cash declaration and stock
discrepancies 5th reporting discrepancies.
June 2015.
Findings and Recommendations
The Live System Test team reviewed and considered the suggestion proposed by POA Problem
Management and concluded that the time and effort required for the additional testing for irregular
upgrades e.g., Oracle upgrade releases, was not justified.
Action:
No further POA action is recommended.
A9157767 I Whilst applying Several underlying causes Consideration could be I Yes
Support Packs & have been identified. The given for improvement
Kernel Patches for I underlying causes identified in test strategies in
POLSAP not all were, changes and situations with multiple
patches would load I replacements to system suppliers.
and short dump solutions that integrate with
errors were seen POLSAP, other suppliers to
14th June 2015 Post Office of components
that integrate or use POLSAP.
may be changed without
detailed discussions or fully
exploring the impacts,
MSC 043J0436836 raised for
corrective actions
Findings and Recommendations.
It was concluded that this was due to unannounced changes in the third party domain. As this is outside
of POA and Fujitsu control and POA Problem Management have already raised a cross domain Problem
Record A9129261, “Unannounced and uncoordinated infrastructure changes are being implemented in
third party domains which have caused serious service outages”, for which ATOS Problem Management
advised that ATOS are managing this under Continual Service Improvement 3893, no further action was
identified.
Action:
No further POA action is recommended.
A8954715 An incomplete It was identified that the As a corrective action has I Yes
GlobalPay payment I cause of the problem was a I been put in place with 2
file was delivered number of records thathad I new columns added for
on Wednesday not been removed from a housekeeping routines and
27th May 2015. database table by the a dashboard has_ been
standard housekeeping added to HORice, I do not
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS Page No: 10 of 17
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
Fe)
FUJITSU
FUJITSU RESTRICTED
routines. These records have a proposed action as
have a primary key on this Problem Record was
them to identify the raised for the purpose of
transaction to which they tracking actions.
relate. The key is a 9-digit
sequence number
generated by the system
and is recycled.
Several corrective actions
had taken place to resolve
the problem. These actions
are tracked under Major
Incident Report Global Pay.
Findings and Recommendations.
As a permanent corrective action has been put in place with 2 new columns added for housekeeping
routines and a reporting capability for payment files has been added to HORice it was concluded that no
further action is required.
Action:
No further action is required as the corrective action mentioned above has been completed.
A8721041 I Post Code POA Development undertook I I don’t think that we Yes
Anywhere — testing from a Development could prevent a
Request From Post I environment with PostCode recurrence of this, i.e.,
Code Anywhere to I Anywhere (PCA) as part of the I Post Code Anywhere
update the Secure Study which was conducted updating SSL network
Socket Level under CP1603. This conclude I software is outside our
Network Software. I that no specific change was control — but as a
required. A fix took place preventative measure
which consist of two parts this should be reported
which are detailed in MSCs through the Network
04350439149 & 04340439154. I Service Reviews.
Testing took place at the Post
Office Model office which was
deemed successful. MSC
0430439154 took place and
removed the static IP
addresses.
Findings and Recommendations.
There is no action that Fujitsu can take. POL and Atos should advise Fujitsu of any proposed changes in
another domain. A Change Request should have been submitted by POL / ATOS. The related Problem
Record is A9129261 and ATOS advised that they have raised a CSI 3893 to address the issue of
unannounced and uncoordinated infrastructure changes being implemented by third parties.
Action:
No further POA action can be taken.
A8199235 I Counters have The underlying cause of the PC0241242 Yes
crashed whilst issue is an error in the coding Consideration Could be
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS Page No: 11 of 17
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
Fe)
FUJITSU
FUJITSU RESTRICTED
performing Health for counter. given for checks to be
Lottery done for other all
Transactions. transactions types. If the
transaction fails due to
poor communication
with the data centre
(Network issue) and
user was logged out by
the system.
When the user logged
back in, the recovery
kicked-in. But the
recovery of transaction
failed. (Test the
recovery)
Findings and Recommendations.
The Live System Test team reviewed and considered including this in the regression suite. However, this
additional testing would require a considerable amount of manual input and resources. As this would
extend the time period required for conducting the tests it was concluded that this additional regression
testing could not be justified.
Action:
At this time no further POA action is recommended.
A7964442 I The Foundstone The core issue is that both Consideration could be I No
Servers have not Foundstone servers are given to always ensure
been fully operable I broken and we are unable to that the hardware used
following a recent get support from the vendor is still in support and
upgrade (McAfee) because both the whenever necessary, for
hardware and software is end an upgrade to be done
of life and our existing support I before expiry date. If the
contract expired 11-FEB-2015. I hardware support is
going to be withdrawn,
an action needs to be
taken before 1 year of
the date.
Findings and Recommendations.
Post Office Limited are aware of this issue with the Foundstone Server and have decided not to make
any changes or perform a refresh.
Also see the follow-up action (above) for A9331408 which helps to address the issue of software and
hardware support being withdrawn.
Action:
No further action to be taken.
A7709793 I When the Fujitsu X 25 is old technology, Yes
Debit Card Service the nature of the failure
(DEA) servers is not applicable to other
rehome, or if the network services. No
network has an further tests could be
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 12 of 17
FUJ00085953
FUJ00085953
oO 2015 POA Problem Management — Problem Review
J FUJITSU RESTRICTED
issue, there appears done.
to be an approximate
45 minute delay in
the network
connectivity being
established with the
Merchant Acquirer
(GlobalPay).
Findings and Recommendations.
X25 is old technology, the nature of the failure is not applicable to other network services. It is
recommended that POL move this service away from the X25 technology.
Action:
No further action by POA is recommended.
A7224474 I At 10:55 on the 5th Further analysis into root It is considered that no Yes
January the POLSAP I cause is ongoing, however further actions can take
Support team were
made aware of an
issue with POLSAP,
whereby some users.
were experiencing
slow performance
and access issues.
At 11:20 the
POLSAP system
hung in an
indeterminate state.
Problem Description
POLSAP users were
unable to log on to
POLSAP between
11:20 and 12:09.
the investigation will be place.
restricted, due to the file
system having been rebuild.
Findings and Recommendations.
The POLSAP
system starts.
team have reported
that daily checks have been put in place at 08.00 hours before the
Action:
No further action is required as corrective action has been put in place.
A7941790 Disruption to The underlying Give consideration I Yes
Network Banking cause of the failure I to any further
Services on cannot be testing which can
Sunday 15th undertaken until be performed on
March 2015 the IOS operating I IOS upgrades
following the system upgrade is I before they are
implementation of I implemented rolled out to the
MSC 043J0427418-I again. As this live estate.
10, IRE11 Firewall I would induce a
Service Module repeat failure
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 13 of 17
FUJ00085953
FUJ00085953
2015 POA Problem Management — Problem Review
Fe)
FUJITSU
FUJITSU RESTRICTED
1OS update. CISCO have
recommended the
Firewall IOS
operating system
remains at the
current version
until the Firewall
hardware is
upgraded. Post
Office Limited are
required to submit
a change request
to imitate a
Firewall hardware
upgrade.
Findings and Recommendations.
The CISCO Firewalls are being replaced as part of the HNG-X Data-Centre Refresh. This is expected to
take place in Q2 2016 (April-June).
Action:
No further action is required as corrective action has been put in place.
Administration Closures
A10519660 I Low Optical Power I This Problem Record was Admin Closure — No Yes
fault on DWDM link I raised in error. action.
at FS-SDC02/1-
MxX03
A10364554 I Can't connect to This Problem Record was Admin Closure — No Yes
the Balfour Beatty raised in error. action.
tape library in
SDCO1
A10091154 This was a test Problem Admin Closure — No Yes
Test Call Record. action.
A7709307 I Potential Delays in I This was a duplicate Problem I Duplicate Problem Yes
resolving incidents I Record —- see A7503925 Record Admin Closure -
across the End to below. No action.
End Horizon
Service.
Issue in Third Party Domain
A10519956 I CGI have The underlying cause of this Issue in Third Party Yes
confirmed the issue is that the G drive in domain - No action.
Credence Credence server had become
application is full.
unavailable for all
users
A10443897 I Manual Log On The underlying cause of the Issue in Third Party Yes
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref. ‘SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _Date’ 03-May -2016
STORED OUTSIDE DIMENSIONS Page No: 14 of 17
FUJ00085953
FUJ00085953
oO 2015 POA Problem Management — Problem Review
J FUJITSU RESTRICTED
Credentials to incident was that incorrect domain - No action
Access First Rate authentication details were
sever incorrectly enter due to human
error and that, as Secure File
Transfer Protocol does not
allow a manual break out, it is
not possible to take corrective
action, e.g., enter the correct
authentication details
A9401004 I POA HNG-X are On Friday 22" April 2016 a Issue in Third Party Yes
receiving cross domain conf call was domain - No action.
unauthorised web held with ATOS, POL, RMG
service requests and FJ. RMG advised us that
from POL Clients they do undertake CustomerID
through to the checks on requests made to
Collect & Return them and RMG have throttling
(CWS) service via_ I on the number of requests
the Royal Mail they can be pass through to
portal. the CWS servers.
A9130208 I CSC implemented I The issue in this Problem Issue in Third Party Yes
server changes Record is also covered by domain - No action
within their A9129261 and A915777
environment which
lead to Production
POLSAP.
operational issues.
A9129261 I Unannounced and I ATOS have moved this to Issue in Third Party Yes
uncoordinated Continual Service domain - No action
infrastructure Improvement and are now
changes are being managing this under CSI3893
implemented in
third party domains
which have caused
serious service
outages.
A9101997 I Since the 28th May I This is reported as coinciding Issue in Third Party Yes
2015 Fujitsu with a firewall change taking domain - No action
Services have place within the third party
been unable to pull I domain.
the E-Pay Daily
Transaction Feed In any case the solution was to
files. remove an unnecessary NAT
rule in the E-pay -> Post
Office direction and this
change has been performed
on both sites firewalls. The
NAT rule that has been
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 15 of 17
FUJ00085953
FUJ00085953
oO 2015 POA Problem Management — Problem Review
J FUJITSU RESTRICTED
removed is unnecessary as
connections are always made
in the Post Office -> E-pay
direction."
A9042829 I Monitoring is It is reported the branch closed I Issue in Third Party Yes
Alerting Radius in November 2014. domain - No action
Authentication ATOS/POL advise the router
Failure User-Name I has now been removed from
for the Branch site.
Router at FAD
180523.
A9040664 I Monitoring is The Problem Record was Issue in Third Party Yes
alerting closed by ATOS. POL is to domain - No action
mismatches raise a Change Request on
between BAL and ComputaCenter to address
PIN Pad serial this.
numbers.
A8688801 Due to a faulty POL I The fix was implemented in Issue in Third Party Yes
AP-ADC Script live on the 1st of June andno_ I domain - No action
First Rate Branch further failures in First Rate
Order Files are have been identified.
failing
Transformation.
A7938892 I Data from January I This problem is within the AEI I Issue in Third Party Yes
and February 2015 I external domain domain - No action
shows monitoring
events triggered by
loss of connectivity
to the Branch
routers for AEI
devices
A7503925 I Potential Delays in I FJ investigations have Issue in Third Party Yes
resolving incidents I identified a possible SSL domain - No action
across the End to certificate issue within the 3rd
End Horizon Party domain. ATOS have
Service. moved this to Continual
Service Improvement and are
now managing this under
CS13821
A7503916 I Incorrect Support This problem is within the Issue in Third Party Yes
Route Being Used I external domain domain - No action
— Non-conforming
with agreed
processes.
A7424176 I The current route Improvement planned to send I Issue in Third Party Yes
for the Ingenico the file directly using SFTP so I domain - No action
Paystation file into I that the usual ITR error
Fujitsu is not reporting/retry process would
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS PageNo: 16 of 17
FUJ00085953
FUJ00085953
oO 2015 POA Problem Management — Problem Review
J FUJITSU RESTRICTED
clearly understood be used, this is part of the
by the Technical CIF519 POL Win in Mails
Support teams. development work
A7332347 I System Alerts are I This problem is within the I Issue in Third Party Yes
being raised for I external domain domain - No action
National Express
Ticket services due
to National Express
stop lengths being
greater than 50
characters for
“ArrivalLocationSto
pName and
DepartureLocation
StopName.
‘©Copyright Fujitsu Limited 2016 FUJITSU RESTRICTED Ref: SVM/SDM/INR/3037
Version: 0.3
UNCONTROLLED WHEN PRINTED OR _ Date: 03-May -2016
STORED OUTSIDE DIMENSIONS Page No: 17 of 17