FUJ00086682
FUJ00086682
Peak Incident Management System
Call Reference PC0066391 Call Logger
Release Targeted At -- Unknown Top Ref
Call Type null Priority
Contact Deleted Contact Call Status
Target Date 30/10/2001 Effort (Man Days)
Summary PM - Phantom Transactions
AllReferences Type : : Value
Customer reference P10000498
Other E-0104140863
Progress Narrative
POA Deleted User -- Deleted Team
P10000498
Closed -- Initial
0
foate: 25-May-2001 17:26:00 User:Reg Barton
CALL PC0066391 opened
References entered are:-
Product General/other/Misc Unknown added
target Release entered: Unknown
Phantom Transactions
la number of offices are reporting transactions which appear in the sales
stack, or which commit themselves off from the sales stack. A number of
lowerhelp calls have been raised and are being investigated by 3rd line.
ffices under investigation are:
jamesley 279432
lawne 250321
['recynon 441611
Riddings 376311
Cefn Glas 316611
ld Isleworth 111025
currently awaiting response from 3rd line investigations.
CALL PC0066391:Priority B:CallType Z - Target 02/07/01 20:00:00
Jate:25-May-2001 17:30:00 User:Reg Barton
{the call references have been updated. They are now
Ir Other : E-0104140863
loate:25-May-2001 17:34:00 User:Reg Barton
IF) Response +
(Under investigation by 3rd line. Infrequent circumstances, so extending time
to resolution.
[END OF REFERENCE 26226627]
lew target date set 31/07/01 20:00:00
lkesponded to call type % as Category 2 -Progress update
lhe response was delivered on the system
Date:21-dun-2001 13:07:00 User:Reg Barton
lr} Response :
responded to call type % as Category 2 -Progress update
[the response was delivered on the system
1-Jun-2001 13:09:00 User:Reg Barton
arious progress has been made against the original sites identified:
lcamesley 279432: System performance monitoring has been running at the site,
jut the Postmaster has only reported one incident in the past six weeks
jawne 250321: Comfest diagnostic monitoring equipment has been installed at
the site to test for environmental problems affecting the monitors. So far,
Ino significant readings recorded
['recynon 441611: Postmaster has replaced the faulty fluorescent strip lights
land starters, since when the problem has not recurred. This problem is now
closed.
Riddings 376311: Keyboards and MOnitors have been swopped with no
limprovement. On site investigation showed signifcant variations in the users
nethods of operation. One incident observed, and under investigation by 3rd
lline.
cefn Glas 316611: Chomeric collars and mains filters fitted; Romec fixed
faulty alarm box, since when no further incidents. This problem is now
closed.
ld Isleworth 111025: Complete replacement of the kit at the office has
failed to resolve problem. Comfest diagnostic equipment being installed on
riday 22/06/01.
[there are four suspected potential causes of phantom transactions, namely:
lraulty screen or keyboard: resolution is to swop them out
Faulty screen power supply: resolution is to _swop it out
FUJ00086682
FUJ00086682
fiser error: resolution is for user to follow correct procedures
lexternal Environmental influence: trying to detect and identify using ComfEst
land system performance monitoring.
here environmental effects are believed to be the cause, it is hoped that
comtEst and Performance monitoring will be able to identify if the
interference is occurring at regular or specific times; if so, we may be able
to identify and address the source of the interference.
jbate:27-dul-2001 12:10:00 User:Reg Barton
IF) Response +
ssc are now developing more diagnostic software. Old ISleworth now looks
hike User Error.
{END OF REFERENCE 27127387]
lew target date set 31/08/01 20:00:00
Responded to call type Z as Category 2 -Progress update
the response was delivered on the system
JDate:44-Aug-2001 13:11:00 User:Reg Barton
ld Isleworth reports phantom transactions still happening with resistive
nonitor. There is no logical explanation for this other than user error.
Pom has refused suggestion of FSM to stand and observe counter transactions.
low trying to swop POM and assistant working positions to prove/rule out user
error.
comrest has shown no results at Gamesley; health centre next door to Gamesley
luses X-Ray equipment when the dentist is in attendance.
Iiddings is no longer reporting problems since user errors were highlighted,
land is considered closed by agreement with PON Problem Office manager Paula
stles.
If} Response :
target date updated to reflect lack of clear evidence from outlets
[END OF REFERENCE 27293107]
lew target date set 30/09/01 20:00:00
lkesponded to call type % as Category 2 -Progress update
fhe response was delivered on the system
[Date:16-Aug-2001 07:37:00 Uscr:Del (03/04 Jean Woolley)
Ithe cali references have been updated. They are now:—
bther : £-0104140863
lt Customer reference : P10000498
lbaté:30-Sep-2001 20:56:00 User:Reg Barton
If} Response +
lcamesley has reported an incident of a confused transaction dueing their
balancing. However, investigation from SSC showed that this was a result of
luser error, not following the correct balance sequence.
[there is now no clear evidence of any phantom transactions. Those that have
been resolved have been attributed either to faulty equipment or to user
error. There is no evidence of any software error or external interference
living rise to phantom transactions.
i will now proceed to compile a spreadsheet reflecting all the evidence to
date, and then discuss closure with the PON problem Manager - Wendell Jones
(END OF REFERENCE 27732267]
lew target date set 30/10/01 20:00:00
Responded to call type % as Category 2 -Progress update
[fhe response was delivered on the system
jDate:01-Oct-2001 11:08:00 Uscr:Janet Reynolds
the call summary has been changed from:—
Phantom Transactions
{the call summary is now
PM - Phantom Transactions
Date:29-Oct-2001 13:22:00 User:Del (03/04 Jean Woolley)
If} Response +
lUpdate by Eric Hillier - 29/10/01
fhe master spreadsheet of the ‘phantom transaction’ calls has now been
lupdated and all calls now have a resolution. There is no underlying cause of
"phantom transactions’ and each call can be explained as either hardware,
interference or user error.
[the relevant information will now be passed to POL problem manager for
discussion on call closure.
laction By
IH to provide full call details to W Jones POL problem manager for closure
discussion. 29/10
[END OF REFERENCE 27997589]
esponded to call type % as Category 2 -Progress update
[the response was delivered on the system
the Call record has been assigned to the Team Member: Eric Hillier
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0.0 hours
FUJ00086682
FUJ00086682
Date:09-Nov=2001 10:34:00 User:Del (03/04 Jean Woolley)
IF} Response :
Update by Eric Hillier
Details of each occurrence and the results of the subsequent investigations
provided to The POL problem manager.
Reviewed by POL and accepted with the exception of Redditch where the POM has
lasked for a written response with regard to his specific system. Following
this POL will re-consider closure.
lActions By
h. Letter to be sent to POM at Redditch ASAP Julie Welsh
2. Review closure with POL pm following their receipt of letter Bric Hillier
[END OF REFERENCE 28100849]
lkesponded to call type % as Category 2 -Progress update
[fhe response was delivered on the system
[Date:21-Nov-2001 12:09:00 Uscr:Del (03/04 Jean Woolley)
I} Response
Update by Eric Hillier
Follow up to previous ac
h. Letter of explanation sent to Postmaster at Redditch
2. Problem reviewed with POL Problem Manager (Wendell Jones) and agreed that
all ‘Phantom Transactions' can be explained. It was agreed that the problem
can now be closed. Any further occurrence of this phenomenon will be dealt
ith on an outlet by outlet basis.
[his problem is now closed.
{END OF REFERENCE 28200063]
lkesponded to call type % as Category 15 -Completed
jours spent since call received: 0.0 hours
fhe response was delivered on the system
[bato:21-Nov-2001 12:17:00 Uscr:Del (03/04 Jean Woolley)
ALL PC0066391 closed: Category 15, Type Z
liours spent since call received: 0,0 hours
lbefect cause updated to 41:General ~ in Procedure
Root Cause : General - in Procedure
Logger POA Deleted User -- Deleted Team
Subject Product General/Other/Misc -- Unknown (version unspecified)
Assignee Deleted User -- Deleted Team
Last Progress 21-Nov-2001 1
7 -- Del(03/04 Jean Woolley)