FUJ00086578
FUJ00086578
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a Peak Incident Management System
Call Reference — PC0068327 Call Logger ( _ Customer Call_
Release Targeted At -- CI4S03R Top Ref E-0107240850
Call Type __ Live Incidents/Defects Priority B -- Business restricted
Contact EDSC Call Status : Closed -- No fault in product
Target Date 30/07/2001 : Effort (Man Days) 0
Summary FAD111025 - Continual phantom transactions
Progress Narrative
EDSC
foate:25-gul-2001 09:39:00 User: Customer Call_
ALL PCO068327:Priority B:CallType L - Target 30/07/01 10:39:46
4/07/01 11:36 PM reports that he has been having phantom transactions
Jontinually for months and the problem is still persisting.
b4/07/01 11:41 qb082703
Access Times: Mon to Fri 0900 till 1730
24/07/01 11:43 gb082703
\dvice: PM reports that 2 resistance monitors were sent out but
nly 1 was replaced as 1 was faulty. The resistance monitor
that was replaced is causing the problems
4/07/01 11:45 gb082703
\dvice: It appears that the finish icon is very hard to touch and
items appear even when away from the counter.
4/07/01 11:45 gb082703
information: Because the PM has been having these problems for months
pow he is wanting somethnig doing to try and solve this
ngoing problem.
b4/07/01 11:50 uk0800s4
ontacted: Spoke to Mr Parker who states he has had High resistance
jonitors fitted as phantom transactions appearing on screen.
ir Parker states that these are still appaering and tha
essing the finnish icon is very difficult as they have to
press quite hard for it to register, but when Mr Parker
ffinnished the transactions in the stack this morning the items were
leared from the stack but when he statrted to serve the
ext. customer the items appeared back in the stack but cleared
ext time the stack was finished
4/07/01 11:58 uk080054
information: Tried to contact Wendy Kerigan but got through to voice
ail. Have asked Wendy tocontact me.
4/07/01 14:11 uk080054
contacted: Spoke to Wendy Kerrigan who states she will have a look at
the call.
24/07/01 14:19 uk080054
information: Wendy Kerrigan suggests that this call be progressed to
software development as they are dealing with phantom
transactions.
5/07/01 10:35 uk061537
information: This office has been identified as a Problem office and as
buch is being monitored. Wendy Kerrigan has asked
ssC/Development for Performance Monitoring at this outlet. I suggest
this call goes to SSC possibly for the attention of Pat
Kfarroll as he is dealing with Phantom transactions
5/07/01 10:41 uk081265
information: Voiced Pat at SSC to make aware of call
lr} Call details
iagnostician name:
CALL PC0068327 opened
jbate:25-gul-2001 09:40:00 User: Customer Call_
ustomer opened date 24/07/2001 11:36:48
jbate:25-dul-2001 09:45:00 User:Barbara Longley
fthe call summary has been changed from:-
reports that he has been having phantom transac
fhe call summary is no
FAD111025 - Continual phantom transactions
ffarget Release updated to C14S03R
Product EPOSS & DeskTop added
date:25-dul-2001 10:06:00 Uscr:Paul Steed
If} Response
RESCAN: Passing to Pat who has already had dealings with this PO
[END OF REFERENCE 27094405]
esponded to call type L as Category 40 Incident Under Investigation
the response was delivered to: Powerlelp
[the Call record has been assigned to the Team Member: Pat Carroll F/100.1/1
FUJ00086578
FUJ00086578
Petsct cause updated to 99:General — Unknown
Hours spent since call received: 0 hours
(fe125-Jul-2001 12:48:00 Uscr:Barbara Longley
F} Response +
The Call record has been assigned to EDSC Team Member: Pat Carroll
[END OF REFERENCE 27098550]
Responded to call type L as Category 40 -Incident Under Investigation
Ihe response was delivered to: PowerHelp
Date:05-Sep-2001 13:17:00 User:Patrick Carroll
Ir} Response =
following a significant amount of monitoring we have been unable to
Kefinitively link any equipment /environmental issues to any particular event.
[there have been incidents which showed a possible correlation between system
lctivity and phanton Txns, these pointed to a touch screen problem and as a
result the screen was replaced with a Resitive model. As this produced no
measurable improvement it has to be assumed that the problems were user
related.
ease close call.
[END OF REFERENCE 27498184]
esponded to call type L as Category 62 -No fault in product
Hours spent since call received: 0 hours
CALL PCO068327 closed: Category 62, Type L.
the response was delivered to: PowerHelp
jbate:06-Sep-2001 07:18:00 User: Customer Call_
bate and time complete: 06/09/2001 08:18:36
ervice Complete (Confirmation) Received
Root Cause ; General - Unknown
Logger Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- (version unspecified)
Assignee Deleted User -- EDSC :
Last Progress 06-Sep-2001 07:18 -- Customer Call_
F/100.1/2