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Peak Incident Management System
Call : .
Reference IPC0247207 Call Logger I Mail Manager_ -- EDSC
Release Reported In -- HNG-X Rel. op Ref
(Call Type (Operational (SSC) Priority IC -- Progress restricted
Contact EDSC Call Status Closed -- Administrative
Response
Target Date {26/10/2015 Effort (Man 0
Days)
Summary Dalmellington Outreach Service PC0246997, PC0246949
Collections [Name User Date
I.SSCOther Steve Parker (02-Nov-2015 10:39:29
Progress Narrative
Date:21-Oct-2015 13:35:02 User:_Mail Manager_
ALL PC0247207 opened
petails entered are:-
Summary:Dalmellington Outreach Service PC0246997, PC0246949
all Type:0
‘all Priority:c
Irarget Release:HNG-X Rel. Ind.
outed to:EDSC - _Unassigned_
1-Oct-2015 13:35:02 User:_Mail Manager_
MAIL GENERATED INCIDENT
Date/Time Raised: 2015-10-21 13:35:02
Priority: C
Requested Team: EDSC
Requested Product: SSC Adhoc Request
equested Release: HNG-X Rel. Ind.
gmail Attachments: 1
riginator Email: Pa eve
bate: 21-Oct-2015 13:35:01 User:_Mail Manager_
dded evidence item 'OriginalEmail.eml' from Email attachment
ternal Progress Update Rt
lriginator : Parker Steve
Wed Oct 21 13: ‘ 5
Dalmellington Outreach Service PC0246997, PC0246949
an you check for existing KEL or raise one based on Peak incidents quoted
1: Wicks Tony
: 21 October 2015 10:05
ambers A\
-Chambers{_
Parker Steve
I 2248433 Dalmellington Outreach Service - horizon I
jtransaction discrepancies # 1358666 -
's.fujitsu.com/Peak/PrintCallDetails.jsp?CallRef=PC0247207 30/10/2018
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iii Anne,
IT?m aware you are on leave until Monday 26th October and I?m on leave on the
ionday to Wednesday next week (W/C 26th).
Please see the e-mail chain below. From Peak and the e-mail chain I can see you
id much of the investigation on this incident and as you can see in the
following e-mail it was concluded that Post Master could be advised how to
avoid this happening and what to do if they did get into a transaction
iscrepancy situation.
ould you please produce a KEL covering this incident advising of the avoidance
actions.
Wicks Tony
20 October 2015 15:25
hick Sandi
POA
} ssc puty
i Chambers Anne O
17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666 -
Hi Sandie,
Looking at Peak PC0246949 it appears to be derived from 17991774 and I found
IrfS incident A105041260. There is no Problem Record raised for this, however
Peak PC0246997 was used by Development to investigate this. A code fix has been
leveloped, but requires official testing and releasing. I?ve made enquires and
nfortunately LST are unable to take the fix for testing in Release 12.88
ithout significantly impacting that release to live.
§ the condition can be avoided by Post Masters, i.e., by making them aware of
the condition and advising them not to press enter multiple times, I propose
that this is KEL?ed and included in the counter Release 13.05.
Bothick Sandie
20 October 2015 12
sO”
Bansal Steve (BRAQ1)
2
z
oO
SSC Duty
anager I 7 GRO a
subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666 -
li POA DM
lave PEAK make you aware of this issue?
Do you have a PR open ? please see below from Atos in RED.
https://ssc.fs.fujitsu.com/Peak/PrintCallDetails.jsp?CallRef=PC0247207 30/10/2018
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low is what I sent to Atos earlier ?
li Katie
tm coming in blind on this ? Looking at the incident this is our update from
PEAK
If£S Connector<javascript : showDetailWithPersid(*
cnt : 032EBB42B9A07747834AD1A014B32BCA') >
5/10/2015 15:57
00:00:00
provider Desk Resolution<javascript:do_default (24)>
IPOA-Horizon
provider Ref: PC0246949
esolution Details: Update by Anne Chambers:Category 70 -- Final -- Avoidance
ction Supplied:We have found that if there is a logout before a user has fully
hogged on, then subsequently a pouch is remmed in manually (most likely at an
lbutreach branch), then after the rem in slip has been printed, the same screen
is redisplayed and the user is likely to press Enter again and duplicate the
remittance, possibly several times. A different screen should be displayed
hich would prevent this happening.
rem in slip is printed each time, showing the same details but different
lsession 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
appened 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.
ranch 224843 may be able to do the same but NBSC should advise on this.
le are continuing to investigate the problem (PC0246997), but any fix will not
retrospectively change the branch accounts.
Iso we are aware of the issue and are continuing to investigate but NBSC should
able to sort the discrepancy out in the meantime.
Isy the sounds of it NBSC are just saying it our issue ? which we are
investigating ? BUT they are missing the fact that they can sort the
iscrepancy out.
(Thanks Sandie
Austin, Katie (ext) i _
20 October 2015 12:02
Bothick Sandie
Austin, Katie (ext)
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
i Sandie,
m looking for your assistance please! See below response from NBSC in regards
to the issue at Dalmellington Outreach?.
an you please let me know:
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Is this issue an open problem (if so is there a PR reference?)
When was this issue first observed?
Do we have any indications as to the potential root cause?
What is the current action plan and associated timescales for resolution?
II?d be really grateful if you could share all the detail we have at this stage
lin order that I can respond to Anne and set expectations.
thank you!
Anne Allaker I GRO i
Tuesday, October 20, 2015 11:57 AM
Austin, Katie (ext); Kendra Dickinson; Rod Ismay; Dawn Brooks
‘cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas,
Tan; Humphries, Ian; Ibrahim Kizildag
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
Ihankyou Katie,
If this incident is caused by the branch action it may be right and proper for
BSC to offer the advice given below however I am concerned that there have
een 4 incidents identified by Fujitsu with no explanation sitting behind them.
BSC cannot check what the branch has done on their Horizon system and do not
understand the impact to the Branch Account hence the request for support from
our colleagues in Finance Service Centre.
here incidents like this occur I would expect an explanation of the root cause
Ito be supplied by Fujitsu via Atos so that both our Finance Service Centre and
BSC colleagues can be assured that the right advice is given, there is no
impact to the branch account and a full audit trail is available. It does not
feel right for Atos and Fujitsu to be giving instruction to NBSC to speak to
ranches with advice with insufficient information.
If this has happened in this case it would be useful to see that in this email
Austin, Katie (ext) 1_
20 October 2015 10:36
Kendra Dickinson; Rod Ismay; Dawn Brooks
cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas,
tan; Ian Humphries; Ibrahim Kizildag; Anne Allaker; Austin, Katie (ext)
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
thank you Kendra.
IK2ve asked Fujitsu to advise regarding the root cause however my immediate
concern is rectifying the reported loss.
Fujitsu have provided the following information which may be useful:
s per Fujitsu, they have found 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.
ranch 224843 may be able to do the same but NBSC should advise on this
https://sse.fs.fujitsu.com/Peak/PrintCallDetails.jsp?CallRef=PC0247207 30/10/2018
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Kendra Dickinson {
Tuesday, October 20,
Rod Ismay; Dawn Brooks
cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas,
Tan; Humphries, Ian; Austin, Katie (ext); Ibrahim Kizildag; Anne Allaker
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
2015 10:32 AM
Hi Rod/Dawn
ould I enlist your help and support on the below issue please?
hilst I am happy for NBSC to try and support where they can, the concern I
ave with the below is we have no process for managing this type of issue and
are unable to see any of the back end accounting for this Branch. Therefore,
any advice that we try and provide could end up making matters worse ? this is
lslready showing a £24k loss. I am not happy for NBSC to give advice on
something that is not a process that exists within the knowledgebase.
similar to a disconnected session, NBSC would have no understanding as to the
implications on branch accounting if they were to advise the branch as
suggested below.
From the explanation below, this appears to be a technical issue, however, I
jon?t know if you have any other previous similar scenarios that would advise
lon what the correct process should be for this particular situation?
From: Austin, Katie (ext) & GRO
sent: 20 October 2015 09:53
Kendra Dickinson; Ibrahim Kizildag
c: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas,
lan; Ian Humphries; Austin, Katie (ext)
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
:ransaction discrepancies # 1358666
i Kendra,
I can provide some background here which will hopefully explain why I suggested
this call. The below issue was raised with Ian Thomas by Helen Baker on 8th
ctober:
(This morning Anne Remmed £8000 from core branch to outreach using barcode.
hen she accepted into outreach, and settled, horizon printed receipt, then
lanother, then another, then another..she managed to stop it at four receipts of
#8000 from the one barcode rem in transaction.
she was concerned as she had never seen this before. She balanced core and it
as correct, but outreach was £24,000 short.
lthough the core had sent only one lot of £8000, the outreach had accepted 4
lots of £8000 in one transaction!
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She has spoken to NBSC ref 1358666 who told her it was a technical issue.
she then phoned the IT help desk ref: 17972295. She was unconvinced they
nderstood the problem although they said they would probably ‘rectify
Iremotely' . After waiting till the end of day, she called back and escalated to
loption 7 and spoke to Rich who told her to phone NBSC.
It don't think the helpline understood what's happened. I can understand that as
you would think it not possible. But, incredibly, Anne's outreach horizon now
shows £24,000 short and it doesn't exist. As you can imagine, Anne is concerned
land I have told her not to touch the outreach unit until this is resolved for
her.
the incident was passed to Fujitsu who have advised that in order to resolve
the issue, the branch/NBSC must ?complete a rem out for the excess to correct
the cash holding? which Fujitsu are unable to do. The NBSC has subsequently
advised that they cannot assist as this is an IT issue however Fujitsu are also
advising that they cannot assist. As a result, the issue has been passed back
land forward for over a week.
In order to resolve this as quickly as possible for the branch and avoid any
further delays, I suggested a call between all parties to discuss and agree a
ay forward.
IX hope this helps.
Kendra Dickinson [ GRO 4
Tuesday, October 20, 2015 9:45 AM
Ibrahim Kizildag; Austin, Katie (ext)
: John Cawthorn
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
i Ib
jo can you please hold fire on this as I don?t think this is something NBSC
otentially should be getting involved in. I need to read through this in
Ibrahim Kizildag
20 October 2015 09:28
io: ‘Austin, Katie (ext) '
c: Kendra Dickinson
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
Hi Kendra;
Please see attached email below , are you ok for NBSC team to join this
conference call ?
ind Regards;
Ibrahim Kizildag Team Leader
BSC
from: Austin, Katie (ext) I GRO I
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Sent: 19 October 2015 17:35
To: IT-Solutions R SMC PostOffice Incident Management; Ibrahim Kizildag
cc: Jaisinghani, Pavan; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
Iwhank you Abhishek.
Ibrahim ? I?ve suggested we have this teleconference as this issue has been
ouncing between Fujitsu and NBSC for some time. Can you please confirm who
from the NBSC would be best placed to participate in order that we can schedule
ithe call? The Incident Management Team will chair it.
from: IT-Solutions R SMC PostOffice Incident Management
sent: Monday, October 19, 2015 5:33 PM
Ito: ibrahim.kizildag
‘cc: Walker, Rob; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies # 1358666
i Ibrahim,
this incident is not getting resolved can we have con-call set up between
BSC & Fujitsu.
(The Site had transaction discrepancy,
§ per Fujitsu, they have found 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.
ranch 224843 may be able to do the same but NBSC should advise on this.
Please can your team contact branch & check if your team can remove the
iscrepancy by ‘completing a rem out for the excess to correct the system cash
bhishek Rane
Incident Management
tos India
IT-Solutions R SMC PostOffice Incident Management
Monday, October 19, 2015 5:09 PM
'nbscenquires!” 3
‘cc: Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies
li Team,
Please can your team contact branch & check if your team can remove the
iscrepancy by 'completing a rem out for the excess to correct the system cash
olding'
It've found 4 other instances (outreach branches 214869, 106444, 110444, 207828)
land all but the last removed the discrepancy by completing a rem out for the
xcess, which corrected the system cash holding. Branch 224843 may be able to
https://sse.fs.fujitsu.com/Peak/PrintCallDetails.jsp?CallRef=PC0247207 30/10/2018
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lio the same but NBSC should advise on this.
egards,
bhishek Rane
Incident Management
tos India
IT-Solutions R SMC PostOffice Incident Management
Monday, October 19, 2015 1
To: 'nbscenquiresf
ci Walker, Rob
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies
li Team,
Please can your team contact branch & check if your team can remove the
iscrepancy by ‘completing a rem out for the excess to correct the system cash
olding'
egards,
bhishek Rane
Incident Management
tos India
From: IT-Solutions R SMC PostOffice Incident Management
sent: Friday, October 16, 2015 3:35 PM
Ito: NBSC_ Admin Team
subject: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I
transaction discrepancies
Hi Team,
s per Fujitsu, please can your team contact branch & check if your team can
remove the discrepancy by ‘completing a rem out for the excess to correct the
isystem cash hol
egards,
\bhishek Rane
Incident Management
tos India
dded evidence item 'image008.jpg' from Email attachment
bate: 21-Oct-2015 15:22:17 User:Zulfiqar Sadiq
ithe Call record has been assigned to the Team Member: Wayne Bragg
bate: 22-Oct-2015 14:44:46 User:Wayne Bragg
[Start of Response]
EL acha621P has been raised to cover this.
[End of Response}
Response code to call type 0 as Category 40 -- Pending -- Incident Under
Investigation
https://ssc.fs.fujitsu.com/Peak/PrintCallDetails.jsp?CallRef=PC0247207 30/10/2018
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bate: 22-Oct-2015 14:44:59 User:Wayne Bragg
[Start of Response]
closing call
[End of Response}
sponse code to call type 0 as Category 68 -- Final Administrative Response
Routing to Call Logger following Final Progress update.
Defect cause updated to 41 -- General - in Procedure
Dat '2-Oct-2015 14:50:31 User:Chad Daborn
[Start of Response]
Date:22-Oct-2015 14:44:59 User:Wayne Bragg
[Start of Response]
closing call
{End of Response]
Response code to call type O as Category 68 -- Final -- Administrative Response
outing to Call Logger following Final Progress update.
Defect cause updated to 41 -- General - in Procedure
{End of Response]
esponse code to call type O as Category 68 -- Final -- Administrative Response
Routing to Call Logger following Final Progress update.
lpate:22-Oct-2015 14:52:38 User:Chad Daborn
ALL PC0247207 closed: Category 68 Type O
Root Cause General - in Procedure
Logger Mail Manager_ -- EDSC
Subject Product General/Other/Misc -- SSC Adhoc Request (version unspecified)
Assignee I Mail Manager_ -- EDSC
Last Progress 22-Oct-2015 14:52 -- Chad Daborn
https://ssc.fs.fujitsu.com/Peak/PrintCallDetails.jsp?CallRef=PC0247207 30/10/2018