FUJ00120883
FUJ00120883
Peak Incident Management System
Call Reference PC0241242 Call Logger _Customer Call_ -- EDSC
Release Reported In -- HNG-X 10.00 Top Ref GY-:16809136
Call Type Live Incidents Priority C -- Non-critical
Contact EDSC Call Status Closed -- Advice after Investigation
Target Date 13/03/2015 Effort (Man Days) 0
Summary 2693232 horizon - error: not connecting to data center
All References Type Value
TRIOLE for Service AT7701255
SSCKEL KEL surs1034R
MSC Task 04370086258
OTI GY-:16809136
__DevintRel-Director Live Supp.Test
Progress Narrative
bate:23-Feb-2015 18:39:50 User: Customer Call_
[CALL C0241242 opened
Details entered are:-
summary:2693232 horizon - error: not connecting to data center
call Type:L
call Priority:c
Target Release: HNG-x 10.00
outed to:EDSC - _Unassigned_
3-Feb-2015 18:39 Customer Call.
HINCTDENT MANAGEMENT
Date/Time Raised: Feb 23 2015 6:15PM
priority: ¢
contact Name:
contact Phone
riginator: XXXXXX@TFSOL
riginator's reference: GY:16809136
Product Serial No:
product Site: 269323
lfransfer Note: ****Please can you investigate as in to why this office is unable to complete a recovery on node 4#*#*¥*:
Ir. Khatker
rap: 2693232
FMSanwood
I error: not connecting to data center
I node 04
I as per user he alread spoke with NBSC
I ref #: 822531
steps:
did a hard reboot on the counter
still getting me error
user id: GKI
issue started today (02/24/15) at 4:30PM
keystrokes: login>recovery screen>error
TP: 12; BP: 01) SU: E1
aD
incident History:
2015-02-23 18:15:37 [ POA-HDI)
INIT : Create a new request/incident /problem/change/issue
2015-02-23 18
zneut_en_poa
2015-02-23 18:15:38 [ POA-HDT]
zneun_en_poa : Open Notification
2015-02-23 18:23:00 [ Millman, Emma ]
laproutsTU : User TD : GKRi:
18:27
23/02/2015
4
38 [ POA-HDI]
ansfer Notification
lem has advised the following happens when he logs in to node 4.
FUJ00120883
FUJ00120883
Fecovery message. appears advising a failure occured during a previous session-
IPM presses continue ~ Recovery details:
cash withdrawal 00-269323-4-4536297-1
PAN 633641******0508
Date/Time: 23/02/2015 10:46:21
stock unit: Et
IPM advised they gave the customer £140, so PM presses yes.
start recovery process, ‘Horizon was processing a health lottery transaction when the system went down.!
[this transaction will now be cancelled by the health lottery.
IM presses ok.
PM then receives the following message: 'Void not confirmed, recovery process was unsucessful the cancel of the health lottery
transaction cannot be confirmed. No further action is required.'
lew pr
2015-02-23 18:36:00 [ Millman, Emma }
iproutsTU : I think SSC KEL surs1034R may apply to this issue, but not entriely sure as the recovery details say it was a cash
ithdrawal. The following message the PM gets when doing the recovery says it is a health lottery transaction - ‘Horizon was
rocessing a health lottery transaction when the system went down."
es enter and it logs him out.
2015-02-23 18:39:28 [ Millman, Emma I
zneut_en_poa : Transfer Notification
W***Please can you investigate as in to why this office is unable to complete a recovery on node 4***##*
[Date:24-Feb-2015 08:51:18 Uscr:Sarah English
product HNG-X Platforms -- Horixon Counter (CNH) (version unspecified) added.
jDate:24-Feb-2015 08:51:42 Uscr:Sarah English
Reference Added: in 034R
Jbate:24-Feb-2015 08:52:03 User:Sarah English
IPRESCAN
comments:
KEL Reference: surs1034R may apply
ssigned User: Sudip Sur
bate:24-Feb-2015 08:52:28 Uscr:Sarah English
the Call record has been assigned to the Team Member: Sudip Sur
Progress was delivered to Consumer
JDate:24-Feb-2015 09:52:51 Uscr:_Customer Call_
rom ATOSSDM12: 2015/02/24 09:51:04 GMI Log Comment Summary of Issue: Status Update - 16809136
lkecommendat ion:
I User called in asked for the status update
I Callled Mac Team,spoke Calvin. He informed its still under investigation
I User acknowledge and will call with an hour
bate:24-Feb-2015 10:40:46 User:Sudip Sur
[Start of Response]
[this call is identical to another incident which is currently being investigated by development.
\ccording to counter log, there were two transactions in the session 4-520273.
h. Health Lottery txn 00-269323-4-4536296 -1
2. Banking txn 00-269323-4-4536297 -1
[the settlement failed due to poor communication with the data centre (Network issue) and user was logged out by the system.
hen the user logged back in, the recovery kicked-in. But the recovery of the Health Lottery txn 00-269323-4-4536296 -1 failed.
IAs the recovery failed, user was/in unable to logon to Node:4.
I have asked POL (via ATOS) to authorise us to remove the Health Lottery txn 00-269323-4-4536296 -1 which is preventing
successful recovery. It is not clear when (if) authorisation will arrive. Until then Node:4 will NOT be usable.
[End of Response]
kesponse code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
[Date:24-Feb-2015 1:
32:05 User: Customer Call_
FUJ00120883
FUJ00120883
From ATOSSDMI2: 2015/02/24 12:20:47 GMT Log Comment User callback chased for update:
informed user still waiting authorization to remove the health lottery transaction.
User informed she will callback one hour later chase for update
bate:24-Feb-2015 14:45:03 User:_Customer Call_
From ATOSSDM12: 2015/02/24 14:43:49 GMT Log Comment Contact name: Kam
[telephone Number:
IFAD Code: 269323
Location: Meanwood
summary of Issue: Status Update - 16809136
Recommendation:
I User callback chased for update.
I Informed user still waiting authorization to remove the health lottery transaction.
I User informed she will callback one hour later chase for update
Date: 24-Feb-2015 17:21:00 User: Customer Call_
JFrom ATOSSDM12: 2015/02/24 17:18:00 GMT Log Comment Received a call from Kam, wants to know update regarding the incident.
informed User that there is no further update and advised to call back later
User hang up.
pate:24-Feb-2015 19:21:24 Uscr: Customer Call_
lrrom ATOSSDM12: 2015/02/24 19:19:30 GMY Log Comment - Received an update from Sandie
I- attached update
Date:24-Feb-2015 19:21:55 User: Customer Call_
lrrom ATOSSDM12: ----Attachement A7711259 - 16809136 .msq
Update from Sandie Bothick
jate:24-Feb-2015 19:25:26 User: Customer Call_
from ATOSSDM12: --=-Attachement RE A7711259 - 16809136 .msg
email from IM
jDate:24-Feb-2015 19:27:57 User:_Customer Call_
from ATOSSDM12: ----Attachement RE A7711259 - 16809136 .msg
mail from IM
jate:24-Feb-2015 1:
erom ATOSSDM12: =
kmail from Sandie
9:28 User: Customer Call_
=Attachement RE A7711259 - 16809136 .msg -
Date:25-Feb-2015 10:30:04 User: Customer Call_
From ATOSSDM12: 2015/02/25 10:25 GMT Log Comment -User called back to chased for update
[Called MAC team, informed an update
I-Informed user still waiting for while a recovery performed on node 4.
bate: 25-Feb-2015 13:20:53 User: Customer Call_
From ATOSSDM12: 2015/02/25 13:17:23 GMT Log Comment ~ Post Mistress rung to chase the call
I Advised PM that the call is still currently being investigated by the development team
I PM wish to speak with a Manager
I PM stated that it's been 3 days now and they dont know where the money from the Health Lottery and Bank Tarnsaction went
through
late: 25-Feb-2015 13:30:00 User: Customer Cali_
From ATOSSDM12: 2015/02/25 13:23:22 GMT Log Comment SUP NOTE
spoke with Mrs. Khatker
Jcaller inquiring how to proceed with the transaction
she has an option to select yes or no
ladvised caller that for transaction inquiry needs to contact NBSC
ladvised caller will assist her with the chasing the resolution from the Fujitsu
lasked permission to place the call on hold to contact MAC
jcalled MAC spoke with Mary
clarified update on the incident
Mary advised that it was provided on the email thread
checked attached email - last email came from Sandie Bothick and confirming if authorization request had been made to POL
clarified who should be making this request as email is sent to IM and MAC and POSD is only cc
Mary advised that POSD should be the one sending the request to POL
ent back to the call. ler no longer on the line
called back twice at {” but line was busy
ladvised agent to send email to POL for authorization request
Jate:25-Feb-2015 1.
lrrom ATOSSDM12: —
0:02 User: Customer Call_
“Attachement LJ 16809136 A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center.msg ---
FUJ00120883
FUJ00120883
ail to
JDate:25-Feb-2015 13:33:04 User:_Customer Call_
rom ATOSSDM12: 2015/02/25 13:31:39 GMT Log Comment - Supervisor's conversation with PM got cut-off
I tried ringing the branch back however line is busy
I As per Supervisor's conversation with Mary from FJS MAC;
POL authorization is needed for FJS to remove the
Health Lottery txn 00-269323-4-4536296 -1
I This Health Lottery TXN is preventing successful recovery of node 4
I Counter on node g is remove
+ Sent email to {” requesting approval/authorization for FJS to remove the said Health
Lottery txn log
JDate:25-Feb-2015 13:55:51 Uscr:_Customer Call_
lrrom ATOSSDM12: 2015/02/25 13:44:33 GMP Log Comment Mrs. Khatker following up the ticket
L-Informed her that we sent an authorization request to the reference data team so that Fujitsu can start working on the issue.
caller is a bit concerned since issue started Monday and it's already 3 days. She is asking if we could provide an ETA for the
luthorization.
Ftold user that we do not have an
lslso we can contact her if she want:
[caller said that she will call the helpdesk every hour or two, to get an update on the ticket.
also Mrs. Khatker is requesting for a follow up email to be sent, told user that we can update the ticket
"A but once the authorization is received we will forward it to fujitsu as soon as possible,
Date: 26-Feb-2015 09:57:16 User: Customer Call_
from ATOSSDM12: ----Attachement’ RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg --~
lkesponse from Reference Data team.
JDate:26-Feb-2015 10:16:52 User:_Customer Call_
From ATOSSDM12: ----Attachement FW 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg --~
Forwarded to POL servicemanagement team.
jbate:26-Feb-2015 12:13:20 User: Customer Call_
Jfrom ATOSSDM12: 2015/02/26 12:11:07 GMT Log Comment - Dale called for update.
I Told him that we are still waiting for POLSM reply to the email that was sent to them.
Date: 26-Feb-2015 13:25:36 User: Customer Call_
lFrom ATOSSDM12: ----Attachement’ FW 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center from POLSM.msg ---
leinail from POLSM raising to Branch support team.
Date: 26-Feb-2015 13:53:29 User: Customer Call_
rom ATOSSDM12: 2015/02/26 13:51:01 GMT Log Comment Received an email from POLSM raising the authorisation to Branch support
team.
Date: 26-Feb-2015 17:27:47 User: Customer Call_
lero ATOSSMM12:.2015/02/26 17:25:45 GMT Log Comment Name: Dale
Iocation: Meanwood
lode: 04
Summary: Status Call - 16809136 I A7701255
tssue:
I User is unable to login on Node 04 since 23/02/2015
I User is calling for an update for his login issue
I Advice user still awiting response form the Branch Support team for authorisation
Date:26-Feb-2015 17:57:21 User:_Customer Call_
lrrom ATOSSDM12:_.2015/02/26 17 9 GMT Log Comment Name: Dale
GR :
fab Code: 2693232
Location: Meanwood
lode: 04
summary: Status Call - 16809136 I A7701255
issue:
I USer called back again for update and is getting frustrated
I Advice Dale that SD is unable to provison a timeframe for the Fix
I Advice Dale still awiting response for authorisation to come thru
I Advice Dale, once the issue is sorted. He will be contacted.
I Apologies for the delay
JDate:27-Feb-2015 09:03:50 User: Customer Call_
from ATOSSDM12: 2015/02/27 09:01:44 GMT Log Comment User called to follow up the issue
\dvised that we are still waiting for an update as well and will contact him as soon as we got one
User agreed but requesting for it to be resolved as soon as possible
FUJ00120883
FUJ00120883
[bate:27-Feb-2015 15:11:58 User:_customer Call_
From ATOSSDM12: 2015/02/27 13:10:39 GMT Log Comment Chased Branch support team.
lDate:27-Feb-2015 13:22:00 User: Customer Call_
lfrom ATOSSDM12: 2015/02/27 13:20:31 GMT Log Comment Update from Branch Support team:
Please see reply from Rebecca Barker sent 26/02.
lai sm
Ite process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
je cannot authorise
lkegards
Ikebecca
Date:27-Feb-2015 13:23:31 User: Customer Call_
From ATOSSDM12: 2015/02/27 13 4 GMT Log Comment Requested Service Desk to help gain the suthorization fro the sub postmaster.
JDate:27-Feb-2015 13:37:03 User: Customer Call_
From ATOSSDM12: 2015/02/27 13:36:11 GMT Status Status changed to —
ir. Khatker
Location: Meanwood
issue
I error: not connecting to data center
I node 04
I as per user he alread spoke with NBSC
ret.
Jetepe:
JF did a hard reboot on the counter
I still getting the same error
I user id: GkHfi==]
I- issue started Eoday (02/24/15) at 4:30PM
I- keystrokes: login>recovery screen>error
j- TP: 12; BP: 01; SU: El
822531
ina~ Notes:
jt6309136 - A7701255
contact name: Dale
ffelephone Number: f
IFAD Code: 2693232
Jtocation: Meanwood
lcounter/s: 04
lode Affected: 04
solution:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
saying that it has flashing red light
I-Dale compared it with the other counters, and the others has flashing green
wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
Jcalled MAC team and spoke to Calvin and informed him of what Dale has reported
Iwas advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
called Dale and informed him, Dale acknowledged
i **«START*** *MON0900TUEO 90 0WEDO 900THUO900FRI0900SATO900SUN0000BNK0000
(ON0000TUE0000WEDO000THUOOIOFRI0000SATO000SUNO000BNK0000
(ON0.000TUE0000WEDO000THU0ODOFRI0000SATOOOOSUNOO0OBNK0000
(ON1 730TUE1 730WED1730THU1730FRI1730SAT1230SUNO000BNK0000****END****
jbaté:27-Feb-2015 13:41:35 User: Customer Call_
lpcom ATOSSDM12: 2015/02/27 13:39:29 GMT Status Status changed to ~
ir. Khatker
leap: 2693232
féanwood
: not connecting to data center
I node 04
I as per user he alread spoke with NBSC
I ref #: 822531
steps:
I- did a hard reboot on the counter
I still getting the same error
I} user id: GKHi-
I issue started’ today (02/24/15) at 4:30PM
I keystrokes: loginggt; recovery screenggt;error
I TP: 12; BP: 01; SU: El
ina~ Notes
16809136 - A7701255
contact name: Dal
telephone Number
lead Code: 2693232
FUJ00120883
FUJ00120883
[location: Meanwood
counter/s: 04
lode Affected: 04
lbescription:
[called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
saying that it has flashing red light
[Dale compared it with the other counters, and the others has flashing green
wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
[called MAC team and spoke to Calvin and informed him of what Dale has reported
Iwas advised to change the ticket to 4 base unit replacement and is for an engineer visit tomorrow, no late than énd of day
[called Dale and informed him, Dale acknowledged
I**** START ***MONO900TUEO 900WEDO900THUO900FRI0900SATO900SUNO000BNKO000
(ON0000TUE0000WEDO000THUOOOOFRT0000SAT0000SUN0000BNK0000
(ON00007TUE0000WEDO000THU0D0OFRI0000SATO000SUNO000BNK0000
(ON1730TUE1 730WED1730THU1730FRI1730SAT1230SUN0000BNK0000****END****
Jate:27-Feb-2015 13:43:36 User: Customer Call.
rom ATOSSDM12: 2015/02/27 13:41:22 GMT Log Comment
contact name: Dale.
[telephone Number
IFAD Code: 2693232
Location: Meanwood
lcounter/s: 04
jode Affected: 04
solution:
[called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
saying that it has flashing red light
I-bale compared it with the other counters, and the others has flashing green
wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
called MAC team and spoke to Calvin and informed him of what Dale has reported
Iwas advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
called Dale and informed him, Dale acknowledged
ticket updated
Ibriedged to fujitsu for a base unit replacement as advised by Calvin/MAC
jbate:27-Feb-2015 1
[Start of Response]
Please note that the base unit swap will be a total waste of time and money.
701:05 User:Sudip Sur
the problem is in transaction Recovery software which we are currently looking at.
[the work around is to delete this session from branch database which is causing this problem. But we need approval from Post
fice in order to delete this session causing the problem.
[fhe authorisation request was sent via ATOS but so far no response has been received.
lniess this session is deleted Node:4 will remain unusable.
[End of Response]
Response code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
Date:27-Feb-2015 14:31:32 User:Sudip Sur
[Start of Response]
ooking through the responses, I have just noticed that ATOS received a response (Date:2015-0 0) from Post Office
jsranch Support team and they are not wiling to authorise to delete this session. They are suggesting Sub-postmaster should be
juuthorisation. Unfortunately, this is a business issue and Post Office (POL) need to authorise this.
[End of Response]
Response code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
[Date:27-Feb-2015 15:21:29 User:_Customer Call_
From ATOSSDM12: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
kmail chase from IM
jDate:27-Feb-2015 15:47:05 User: Customer Call_
from ATOSSDM12: --~-At-tachement RE 16809136 A7701255 — Me:
mail from Branch Support Team
= Unable to Connect to the Data Center.msg ---
joate:27-Feb-2015 15:47:36 User: Customer Call_
From ATOSSDM12: 2015/02/27 15:45:37 GMT Enquiry Received an email from Branch support Team saying that the Subposmaster is the
jone who can authorize the removal of transaction
FUJ00120883
FUJ00120883
JDate:27-Feb-2015 15:53:07 User:_Customer Call_
lrrom ATOSSDM12: 2015/02/27 15:51:32 GMT Log Comment Called Branch and spoke to KAM the sub-post master, but she was too busy
lasked to call them back
jbate:27-Feb-2015 15:57:09 User: Customer Call_
from ATOSSDM12: ----Attachement RE [6809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center-msg --~
kmail to and from IM
jDate:27-Feb-2015 16:03:00 User:Sudip Sur
[Start of Response]
As I have said earlior; Formal authorisation need to arrive from POL.
le are unable to delete txn session with PM's authorisation.
lA ‘TFS call A7711259 has been raised for this:
[End of Response]
Response code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
ate: 28-Feb-2015 13:01:21 User: Customer Call_
From ATOSSDM12: 2 254:09 GMT Log Comment Contact name: Dale
telephone Number:{
IrAD Code: 2693232
tocation: Meanwood
summary of Issue:
I 16809136 - A7701255
AITI1259
Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
I No open ticket for Engineer call
Called MAC for update
I Needs authorization from PM to delete the txn session
I: Advised caller to provide the authorization via email
I Asked them to send an email authorization to
I: We need to forward the authorization to MAC f.
I Once you POSD receives the email, please send to MAC and provide the reference numbers and ask them to provide an update to the
caller
bate:28-Feb-2015 1
rom ATOSSDM12: 2
[telephone Number: {7
IFAD Code: 2693232
Location: Meanwood
summary of Issue:
+ 16809136 - 7701255
AT711259
I caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
I No open ticket for Engineer call
I Called MAC for update
I Needs authorization from PM to delete the txn session
Advised caller to provide the authorization via-email.
I: Asked them to send an email authorization to}
I We need to forward the authorization to MAC f
- once you POSD receives the email, please send to MAC and provide the referenc
caller
Customer Call_
7 GMT Enquiry Contact name: Dale
numbers and ask them to provide an update to the
JDate:28-Feb-2015 13:53:30 User:_Customer Call_
lprom ATOSSDM12: 2015/02/28 13:49:15 GMT Enquiry -Kam called in reporting that she already sent us an email regarding the
authorization to delete session.
} Told her that I will be forwading their email now to MAC team to investigate.
LI checked the mailbox and Julius is now working on that.
Date:28-Feb-2015 14:04:31 User: Customer Call_
lFrom ATOSSDM12: 2015/02/28 14:02:52 GMT Enquiry Authentication:
Branch: yes
lFAD/Path code: 2693232 Meanwood PO
tissue:
Fuser called for reference number 16809136
las per notes, needs authorization from PM to delete the txn session
Fuser is dissatisfied and needs this escalated
Fuser refused to have subpostmaster send an email and they just basically needs an engineer to assist on the site
[checked email logs, seems subpostmaster doesn't have an email for her to send this to
called MAC team, spoke with Ross and relayed issue
while awaiting for resolution, received an email via POSD mailbox from the subpostmaster and will just forward it to MAC team
[relayed caller the same
[Date:28-Feb-2015 1.
6:02 User: Customer Call
FUJ00120883
FUJ00120883
“Attachanent RE I6s09196 Al701255 — Meahwood Branch = Unable to Connect to the Data center msg =-—
[From ATOSSDMI2: —
email sent to MAC
Jate:28-Feb-2015 1:
lFrom ATOSSDM12: =:
jpdate from MAC
1:12 User:_Customer Call_
—Attachement’ regarding call A7711259 16809136.msg
jDate:28-Feb-2015 15:42:43 User: Customer Call_
rom ATOSSDM12: 2015/02/28 15:40:07 GMT Enquiry Email received from MAC providing update
lpate:28-Feb-2015 16:17:16 User: Customer Call_
lprom ATOSSDM12: 2015/02/28 16:12:00 GMT Enquiry -Jess called in for 16809136, she is chasing for an update.
told her that it's already been sent to our Software team, as per the latest update they advised us ta get POL to authorize the
Fujtisu to delete the session which we already have done and now awaiiting for the response.
I-Jess understood.
jate:28-Feb-2015 16:21:51 User: Customer Call_
From ATOSSDM12: -~--Attachement FW 16809136 A7701255 - Meanwood Branch - Authorization to delete ses
lsent email to Branch Support; copied IM and Sandie Bothick
ion-msg --~
Date: 28-Feb-2015 16:23:53 User: Customer Call_
rom ATOSSDM12: 2015/02/28 16:20:49 GMT Log Comment Polly received email from MAC to get email authorization from POL; sent them
the authorization from PM as required by Branch Support; Sent email to Branch Support copied IM and Sandie Bothick seeking
assistance on how to proceed with a resolution (email attached)
Date: 28-Feb-2015 16:53:28 User:_Customer Call_
From ATOSSDM12: 2015/02/28 16:51:01 GMT Log Comment PM called in and is asking on how they should proceed. Told caller that
Fujitsu needs authorization to move forward and we already sent an email to branch Support and IM to know which authorization is
Inceded.
JDatc:02-Mar-2015 01
lrrom ATOSSDM12: =
email from MAC
3:22 User:_Customer Call_
-Attachement’ RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center - RC.msg
jbats:02-Mar-2015 08:54:23 User: Customer Call_
from ATOSSDM12: 2015/03/02 06:52:17 GMT Log Comment - received an email from MAC,
I- sent an email to Nick Khatker requesting for the information needed by MAC.
lDate:02-Mar-2015 09:20:05 User
lkrom ATOSSDM12: 2015/03/02 09:1
sent to the PM (Nick Khatker) requesting for the Session ID number to be identified.
"Customer Call_
1 GMT Log Comment Bill called in to chase for a resolution. informed the user that an email was
lbate:02-Mar-2015 09:20:42 User:Sudip Sur
ffarget Date/Time updated: new value is 16/03/2015 18:39
{Start of Response]
increasing the forecast date as we are still waiting for POL authorisation.
[End of Response]
Response code to call type L as Category 38 -- Pending -- Potential Problem Identified
response was delivered to Consumer
IDate:02-Max-2015 09:26:08 Uscr:Sudip Sur
[Start of Response]
I have already supplied the sessionId and transactionid earlier in this call.
Piease advise ATOS that we need formal POL authorisation and NOT sub-postmasters authorisation. We can not accept Sub-
postmaster's authorisation to delete txn session.
separate TFS call A7711259 has also been raised for ATOS for this.
[End of Response]
Response code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
Date:02-Mar-2015 12:33:29 User: Customer Call_
rom ATOSSDM12: 2015/03/02 12:30:36 GMT Log Comment Dale called in asking for an update
checked email and have seen a confirmation from the Subpostmaster
lAlthough MAC needed confirmation from POL themselves not from sub post master
ready checked with service management/reference data and branch support but as they have stated this needs to be authorized by
the sub post master
forwarded authentication to MAC team
FUJ00120883
FUJ00120883
[Date:02-Mar-2015 12:33:59 Uscr:_Customer Call_
from ATOSSDM12: ----Attachement FW 16809136A7701255 authorisation to delete session.msg ---
kmail to MAC forwarding Authentication
bate:02-Mar-2015 17:51:17 User:_Customer Call_
From ATOSSDM12: 2015/03/02 17:49:34 GMT Log Comment From: Brearley, Sharon
sent: Monday, March 02, 2015 11:16 PM
to: Rebecca Barker; ITSupplierManagement
cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; Branch Support Team; IT-Solutions R SMC PostOffice
incident Management; Thomas, Ian
subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi Rebecca
It have referred this matter to our Operations Security Manager to raise with POL Security as I have not seen any documented
rocess to support this and I?m not comfortable Atos Desk taking instruction from a branch to remove transactions as I?m unsure
we are authorised to do this ? for example how would we even validate who the PM is. With all the issues relating to Second
sight, I just want to make sure we have an agreed process that POL Security have agreed to. In the meantime, if this is an
existing process, can you provide me with a copy please.
ny thanks, Sharon
sharon Brearley
service Manager ? Post Office
i 5 .
Icongfisids Court
liddleswoods Way
iharncliffe Business Park
carlton
JSarnsley, S71 3GN
www -atos.net
From: Branch Support Team
sent: Friday, February 27,
Hho! fr sol (one & GMC SasOFFi es Ticident Moncgemeyt; Graich Goport team
Sc: Post Office Service Desk; [TSupplierManagement; POLServiceManagement ; Brahmbhatt, Rina; Brearley, Sharon;
subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
ail,
Please see reply from Rebecca Barker sent 26/02.
Barker
Hi SM
lthe process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
je cannot authorise
Iegards
Rebecca
JDate:02-Mar-2015 21:58:36 User: Customer Call_
from ATOSSDM12: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
mail from Rebecca
Joate:02-Mar-2015 22:17:08 User:_Customer Call_
lrrom ATOSSDM12: ----Attachement RE 16809136 A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center.msg ---
kmail from Rebecca
Date: 02-Mar-2015 2:
From ATOSSDM12: ~
lkmail from Tan
1:49 Uscr:_Customer Call_
At tachement RE 16809136 A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center.msg ---
[Datc:03-Mar-2015 08:46:53 Uscr:Sudip Sur
[Start of Response]
It am returning this call back as POL have not formally authorise to remove this session.
[End of Response]
Response code to call type L as Category 68 -- Final -- Administrative Response
routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
Date:03-Mar-2015 08:46:53 User:Sudip Sur
CALL PC0241242 closed: Category 68 Type L.
jDate:03-Mar-2015 08:46:53 User:Sudip Sur
Defect cause updated to 42 -- Gen = Outside Program Control
JDate:03-Mar-2015 08:48:05 User:_Customer Call_
call Reference:A7701255 Withdrawn by Consumer
transfer Group from 'POA-FJ-PEAK' to 'POA-FJ-Service Desk’
FUJ00120883
FUJ00120883
fbate:04-Mar-2015 15:11:44 User: customer Call_
CALL PC0241242 reopened by Customer Call_
JDate:04-Mar-2015 15:11:44 User: Customer Call
transfer Note: Transfer Group from 'POA-FJ-ATOS' to 'POA-FJ-PEAK*
MMe. Khatker
GRO.
eccation
lissue:
I error: not connecting to data center
I node 04
I as per user he alread spoke with NBSC
I ref #: 822531
steps:
I did a hard reboot on the counter
I still getting the same error
Béanwood
I issue started today (02/24/15) at 4:30PM
I keystrokes: loginagt; recovery screenagt;error
I TP: 12; BP: 017 SU: El
incident History:
2015-02-23 18:15:37 [ POA-HDI]
NTT eate a new request /incident/problem/change/issue
j2015-02-23 18:15:38 [ POA-HDI]
neut_en_poa : Transfer Notification
2015-02-23 18:15:38 [ POA-HDT]
neun_en_poa : Open Notification
2015-02-23 18:23:00 [ Millman.
]#DIoutSTU : User ID : GKH
time: 18:27
pate: 23/02/2015
lode: 4
Emma]
lp has advised the following happens when he logs in to node 4.
recovery message. appears advising a failure occured during a previous session.
PM presses continue - Recovery details:
cash withdrawal 00-269323-4-4536297-1
PAN 633641******0508
Date/Time: 23/02/2015 1
1
6:21
stock uni
User: DSLf
PM advised they gave the customer £140, so PM presses yes.
start recovery process, ‘Horizon was processing a health lottery transaction when the system went down.'
this trans.
ction will now be cancelled by the health lottery.
IPM presses ok.
lbM then receives the following message: 'Void not confirmed, recovery process was unsucessful the cancel of the health lottery
transaction cannot be confirmed. No further action is required."
PM presses enter and it logs him out.
2015-02-23 18:36:00 [ Millman, Emma }
liDtoutsTU : I think SSC KEL surs1034R may apply to this issue, but not entriely sure as the recovery details say it was a cash
jwithdrawal. The following message the PM gets when doing the recovery says it is a health lottery transaction - ‘Horizon was
processing a health lottery transaction when the system went down."
2015-02-23 18:39:28 [ Millman, Emma ]
neut_en_poa : Transfer Notification
2015-02-23 18:40:12 I T£S Connector]
]EDIinACK : Provider Ref: PCO241242
015-02-24 08:52:15 [ TES Connector]
dDIoutSTU : From PINICL: Update by Sarah English:Reference Added: SSCKEL surs1034R
2015-02-24 08:52:47 [ T£S Connector]
HDToutsTU : From PINICL: Update by Sarah English:Call routed to Team:EDSC Member:Sudip Sur
2015-02-24 09:51:55 [ POA-HDI]
IEDToutADD : From ATOSSDM12: 2015/02/24 09:51:04 GMT Log Comment Summary of Issue: Status Update - 16809136
Ikecommendation:
I User called in asked for the status update
I Callled Mac ‘team, spoke Calvin. He informed its still under investigation
I User acknowledge and will call with an hour
FUJ00120883
FUJ00120883
Pors-02-24 10:41:02 I TES Connector]
wDToutsTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:This call is identical to
lancther incident which is currently being investigated by development.
JAccording to counter log, there were two transactions in the session 4-520273.
h. Health Lottery txn 00-269323-4-4536296 -1
2. Banking txn 00-269323-4-4536297 -1
IThe settlement failed due to poor communication with the data centre (Network issue) and user was logged out by the system.
hen the user logged back in, the recovery kicked-in. But the recovery of the Health Lottery txn 00-269323-4-4536296 -1 failed.
3 the recovery failed, user was/in unable to logon to Node:4.
[i have asked POL (via ATOS) to authorise us to remove the Health Lottery tan 00-269323-4-4536296 -1 which is preventing
successful recovery. It is not clear when (if) authorisation will arrive. Until then Node:4 will NOT be usable.
2015-02-24 12:31:49 [ POA-HDI]
luDToutADD : From ATOSSDM12: 2015/02/24 12:28:47 GMT Log Comment User callback chased for update.
informed user still waiting authorization to remove the health lottery transaction.
User informed she will callback one hour later chase for update
2015-02-24 14:44:37 [ POA-HDI]
JDIoutADD = From ATOSSDM12: 2015/02/24 14:43:49 GMT Log Comment Contact name: Kam
Telephone Number:
IFAD Code: 269323
tocation: Meanwood
summary of Issue: Status Update ~ 16809136
Jkecommendat ion:
I User callback chased for update.
I Informed user still waiting authorization to remove the health lottery transaction.
I: User informed she will callback one hour later chase for update
2015-02-24 17:20:10 [ POA-HDI)
DToutaDD : From ATOSSDM12: 2015/02/24 17:18:00 GMT Log Comment Received a call from Kam, wants to know update regarding the
incident.
Informed User that there is no further update and advised to call back later
User hang up.
2015-02-24 19:20:43 [ POA-HDI]
lupToutapD : From ATOSSDM12: 2015/02/24 19:19:30 GMT Log Comment - Received an update from Sandie
I attached update
2015-02-24 19:21:14 [ POA-HDT]
lxDIoutapD : From ATOSSDM12: —
Update from Sandie Bothick
-Attachement A7711259 = 16809136 .msg
2015-02-24 19:25:05 [ POA-HDI]
tbIoutapp : From ATOSSDM12: -
Jbmail from IM
2015-02-24 19:27:25 [ POA-HDI]
Jzptoutapp : From ATOSSDM12: ~
email from IM
j2015~02-24 19:29:03 [ POA-HDT]
lDTOutADD. : From ATOSSDM12: ~
lkmail from Sandie
2015-02-25 10:29:33 [ POA-HDT]
DIoutADD : From ATOSSDM12: 2015/02/25 10:25:15 GMT Log Comment -User called back to chased for update
called MAC team, informed an update
[Informed user still waiting for while a recovery performed on node 4.
2015-02-25 13:20:16 [ POA-HDI]
DIoutaDD : From ATOSSDM12: 2015/02/25 13:17:23 GMT Log Comment - Post Mistress rung to chase the call
I Advised PM that the call is still currently being investigated by the development team
I: PM wish to speak with a Manager
I PM stated that it's been 3 days now and they dont know where the money from the Health Lottery and Bank Tarnsaction went
through
=Attachement RE A7711259 - 16809136 .msg --~
“Attachement RE A7711259 - 16809136 .msg
“Attachement RE A7711259 - 16809136 .msg --~
2015-02-25 13:29:12 [ POA-HDI]
lDIoutADD : From ATOSSDM12: 2015/02/25 13:23:22 GMT Log Comment SUP NOTE
spake with Mrs. Khatker
caller inquiring how to proceed with the transaction
she has an option to select yes or no
advised caller that for transaction inquiry needs to contact NBSC
advised caller will assist her with the chasing the resolution from the Fujitsu
sked permission to place the call on hold to contact MAC
called MAC spoke with Mary
clarified update on the incident
ry advised that it was provided on the email thread
checked attached email = last email came from Sandie Bothick and confirming if authorization request had been made to POL
clarified who should be making this request as email is sent to IM and MAC and POSD is only cc
lary advised that POSD should be the one sending the request to POL
ent back to the caller bi Jer no longer on the line
called back twice at! but line was busy
ldvised agent to send OL for authorization request
2015-02-25 13:29:14 [ POA-HDI)
ibroutaDD : From ATOSSDM12: -
GRO
FUJ00120883
FUJ00120883
F=-Attachement by Tos09136 A71012595.= Meahwood Branch — Unable to Connect to the Data Center meg —->
2015-02-25 13:32:23 [ POA-HDI)
HDToutADD : From ATOSSDM12: 2015/02/25 13:31:39 GMT Log Comment - Supervisor's conversation with PM got cut-off
I- fried ringing the branch back however line is busy
I As per Supervisor's conversation with Mary from FJS MAC;
POL authorization is needed for FJS to remove the
wealth Lottery txn 00-269323-4-4536296 -1
I This Health Lottery TXN is preventing successful recovery of node 4
I counter on node 4 will b bl 1 txn log is remove
I: Sent email to requesting approval/authorization for FJS to remove the said Health
tcttery txn log :
2015-02-25 13:55:13 [ POA-HDI]
iToutADD : From ATOSSDM12: 2015/02/25 13:44:33 GMT Log Comment Mrs. Khatker following up the ticket
L-informed her that we sent an authorization request to the reference data team so that Fujitsu can start working on the issue.
caller is a bit concerned since issue started Monday and it's already 3 days. She is asking if we could provide an ETA for the
jauthorization.
told user that we do not have an ETA but once the authorization is received we will forward it to fujitsu as soon as possible,
laiso we can contact her if she wants.
[caller said that she will call the helpdesk every hour or two, to get an update on the ticket.
also Mrs. Khatker is requesting for a follow up email to be sent, told user that we can update the ticket
2015-02-26 09:56:45 [ POA-HDI)]
ipIoutaDD : From ATOSSDM12: ----Attachement RE 16809136 7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
Response from Reference Data team.
GRO
2015-02-26 10:16:14 [ POA-HDT]
iDToutapD : From ATOSSDM12: ----Attachement FW 16809136 A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center.msg ---
Jrorwarded to POL servicemanagement team.
2015-02-26 12:13:12 [ POA-HDI]
JDIoutaDD : From ATOSSDM12: 2015/02/26 12:11:07 GMT Log Comment - Dale called for update.
I Told him that we are still waiting for POLSM reply to the email that was sent to them.
2015-02-26 13:24:53 [ POA-HDT]
lxDToutaDD : From ATOSSDM12: —
POLSM.msg
lfmail from POLSM raising to Branch support team.
2015-02-26 13:52:32 [ POA-HDI]
ltDIoutaDD : From ATOSSDM12: 2015/02/26 1.
support team.
2015-02-26 17:26:56 [ POA-HDI]
lDToutapD SDM12: 2015/02/26 17:25:45 GMT Log Comment Name: Dale
“Attachement FW 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center from
51:01 GMT Log Comment Received an email from POLSM raising the authorisation to Branch
contact:
IFAD Code: 2693232
Location: Meanwood
jode: 04
Summary: Status Call - 16809136 I A7701255
issue:
I User is unable to login on Node 04 since 23/02/2015
I user is calling for an update for his login issue
I: Advice user still awiting response form the Branch Support team for authorisation
2015-02-26 17:56:48 [ POA-HDI]
}DIoutADD. : From ATOSSDM12: 2015/02/26 17:55:49 GMT Log Comment Name: Dale
contact:
IFAD Code: 2653232
Itocation: Meanwood
lode: 04
summary: Status Call - 16809136 I A7701255
issue:
[ USer called back again for update and is getting frustrated
I Advice Dale that SD is unable to provison a timeframe for the Fix
I Advice Dale still awiting response for authorisation to come thru
I Advice Dale, once the issue is sorted. He will be contacted.
I Apologies for the delay
l2015-02-27 09:03:24 [ POA-HDI}
]EDIoutADD : From ATOSSDM12: 2015/02/27 09:01:44 GMT Log Comment User called to follow up the issue
\dvised that we are still waiting for an update as well and will contact him as soon as we got one
User agreed but requesting for it to be resolved as soon as possible
2015-02-27 13:11:23 [ POA-HDT)
laproutaDD : From ATOSSDM12: 2015/02/27 13:10:39 GMT Log Comment Chased Branch support team.
2015-02-27 13:21:43 [ POA-HDT]
JtDToutaDD : From ATOSSDM12: 2015/02/27 13:20:31 GMT Log Comment Update from Branch Support team:
Please see reply from Rebecca Barker sent 26/02.
Hi SM
[the process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
le cannot authorise
Regards
rebecca
2015-02-27 13:23:18 [ POA-HDI]
ibIoutADD : From ATOSSDM12: 2015/02/27 13
2:04 GMT Log Comment Requested Service Desk to help gain the suthorization fro the sub
FUJ00120883
FUJ00120883
Stmasters
2015-02-27 13:36:55 [ POA-HDI]
EDToutADD : From ATOSSDM12: 2015/02/27 13:36:11 GMT Status Status changed to -
ir. Khatker
IFAD :_ 2693232
ocation: Meanwood
issue:
I error: not connecting to data center
I node 04
I as per user he alread spoke with NBSC
I ref #: 822531
steps:
I did a hard reboot on the counter
I still getting.
I user id: Gkieeon!
I issue started today (02/24/15) at 4:30PM
I keystrokes: login>recovery screen>error
I} TP: 12; BP: 01; SU: EL
Nina- Notes:
16809136 ~ A7701255
contact name: Dale.
ftelephone Number: £
FAD Code: 2693232
Location: Meanwood
counter/s: 04
lode Affected: 04
solution:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
[saying that it has flashing red light
[Dale compared it with the other counters, and the others has flashing green
wanted an engineer visit to replace it, saying that this might be the reason why he can’t use the counter
Fealled MAC team and spoke to Calvin and informed him of what Dale has reported
was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
[called Dale and informed him, Dale acknowledged
I: +**START#***MON0900TUEO900WED0900THU0 900FRI0900SATO900SUN0000BNK0000
(ON0000TUE0000WEDO000THU0OOOFRI0000SATOO00SUNOO0OBNK0000
(ON0000TURO000WEDO000THUOOOOFRI0000SATOOOOSUNOOOOBNKO000
(ON1730TUE1 730WED1730THU1730FRI1730SAT1230SUN0000BNK0000****END****
2015-02-27 13:40:32 [ POA-HDI]
lxDTOUtADD : From ATOSSDM12: 2015/02/27 13:39:29 GMT Status Status changed to -
ir. Khatker
jEocation? Meanwood
issue:
error: not connecting to data center
I node 04
I as per user he alread spoke with NBSC
I ref #: 822531
Isteps:
I did a hard reboot on the counter
I still getting the same error
I user id: Gkifs
I issue started today (02/24/15) at 4:30PM
I keystrokes: login>recovery screen>error
I TP: 12; BP: 01; SU: E1
ina~ Notes:
6809136 = A7701255
contact name: Dale
[telephone Number
IraD Code: 2693232
Itscation: Meanwood
counter/s: 04
lode Affected: 04
pescription:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
saying that it has flashing red light
[Dale compared it with the other counters, and the others has flashing
green
wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
called MAC team and spoke to Calvin and informed him of what Dale has reported
was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
called Dale and informed him, Dale acknowledged
[++ **START##+**+MONO900TUEO 900WEDO900THU0900FRI0900SATO900SUN0000BNK0000
(ON0000TUE0000WEDO000THUOOIOFRI0000SATOO00SUNO000BNK0000
(ON0000TUE0000WEDO000THUODOOFRI0000SATOOOOSUNO000BNK0000
(ON1730TUE1730WED1730THU1730FRI1730SAT1230SUN0000BNK0000****END****
2015-02-27 13:42:37 [ POA-HDI]
JibIoutADD : From ATOSSDM12: 2015/02/27 13:41:22 GMT Log Comment
FUJ00120883
FUJ00120883
ffontact name: Dale
[telephone Number
IFAD Code: 2693232
Jtocation: Meanwood
counter/s: 04
lode Affected: 04
solution:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
saying that it has flashing red light
[Dale compared it with the other counters, and the others has flashing green
wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
called MAC team and spoke to Calvin and informed him of what Dale has reported
was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
Jcalled Dale and informed him, Dale acknowledged
ticket updated
lbriedged to fujitsu for a base unit replacement as advised by Calvin/MAC
2015-02-27 14:01:24 [ TLS Connector]
JXDIoutsSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:Please note that the base
junit swap will be a total waste of time and money.
[the problem is in transaction Recovery software which we are currently looking at.
[the work around is to delete this session from branch database which is causing this problem. But we need approval from Post
ffice in order to delete this session causing the problem.
fhe authorisation request was sent via ATOS but so far no response has been received.
lniess this session is deleted Node:4 will remain unusable.
2015-02-27 14:32:00 [ T£S Connector]
HDIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:Looking through the
Icesponses, I have just noticed that ATOS received a response (Date:2015-02-27 13:22:00) from Post Office Branch Support team and
they are not wiling to authorise to delete this session. They are suggesting Sub-postmaster should be authorisation.
nfortunately, this is a business issue and Post Office (POL) need to authorise this.
2015-02-27 15:20:55 [ POA-HDI]
lDToutabD : From ATOSSDMI2: ~
lemail chase from IM
2015-02-27 15:46:31 [ POA-HDT)
ltDIoutabD : From ATOSSDM12: ~
lkmail from Branch Support Team
2015-02-27 15:47:04 [ POA-HDI]
tDToutADD : From ATOSSDM12: 2015/02/27 15:45:37 GMT Enquiry Received an email from Branch support Team saying that the
subposmaster is the one who can authorize the removal of transaction
2015-02-27 15:52:28 [ POA-HDI]
lEDIoutADD : From ATOSSDM12: 2015/02/27 15:51:32 GMT Log Comment Called Branch and spoke to KAM the sub-post master, but she was
too busy
lAsked to call them back
2015-02-27 15:56:34 [ POA-HDI]
uptoutapp : From ATOSSDM12: -:
lkmail to and from IM
2015-02-27 16:03:19 [ TES Connector]
luDIoutsTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:As I have said earlier;
Formal authorisation need to arrive from POL.
le are unable to delete txn session with PM's authorisation.
“Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
LtLachement RE 16809136 A7701259_- Meanwood Branch - Unable to Connect to the Data Center.msg ---
“Attachement RE 16809136 A7701255 - Meanwood Branch = Unable to Connect to the Data Center.msg --~
la
2015-02-28 13:00:58 [ POA-HDI]
’DIoutADD : From ATOSSDM12:_2015/02/28 12:53:09 GMT Log Comment Contact name: Dale
Ifelephone Number: {
IFAD Code: 2693232
Location: Meanwood
summary of Issue:
} 16809136 - A7701255
} A7711259
I Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
I No open ticket for Engineer call
I Called MAC for update
I Needs authorization from PM to delete the txn session
I Advised caller to provide the authorization via email
I Asked them to send an email authorization tof ~~~
I We need to forward the authorization to MAC for them to fix this
I Once you POSP receives the email, please send to MAC and provide the referen:
caller
2015-02-28 13:00:59 [ POA-HDI]
ltDToutaDD : From ATOSSDM12: 2015/02/28 12:59:37 GMT Enquiry Contact name: Dale
[felephone Number:
IFAD Code: 2693232
Location: Meanwood
summary of Issue:
PS call A7711259 has been raised for this:
to the
2 numbers and ask them to provide an upda
FUJ00120883
FUJ00120883
F Tes0sis6 = AT7o1255
A7711259
I: Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
No open ticket for Engineer call
I Called MAC for update
I Needs authorization from PM to delete the txn session
I Advised caller to provide the authorization via email
I Asked them to send an email authorization to f ~
I We need to forward the authorization to MAC for them to fix this
I Once you POSD receives the email, please send to MAC and provide the reference numbers and ask them to provide an update to the
caller
2015-02-28 13:53:16 [ POA-HDT]
EDToutapD : From ATOSSDM12: 2015/02/28 13:49:15 GMT Enquiry -Kam called in reporting that she already sent us an email regarding
the authorization to delete session.
‘old her that T will be forwading their email now to MAC team to investigate.
I checked the mailbox and Julius is now working on that.
2015-02-28 14:03:39 [ POA-HDI]
lxDIoutaDD = From ATOSSDM12: 2015/02/28 14:02:52 GMT Enquiry Authentication:
lame: Martin
contact #:
Branch: yes
IFAD/Path code: 2693232 Meanwood PO
issue:
user called for reference number 16809136
las per notes, needs authorization from PM to delete the txn session
Luser is dissatisfied and needs this escalated
Fuser refused to have subpostmaster send an email and they just basically needs an engineer to assist on the site
[checked email logs, seems subpostmaster doesn't have an email for her to send this to
called MAC team, spoke with Ross and relayed issue
[while awaiting for resolution, received an email via POSD mailbox from the subpostmaster and will just forward it to MAC team
[relayed caller the same
2015-02-28 14:05:14 [ POA-HDI]
]HDIoutaDD : From ATOSSDMI2: =
email sent to MAC
2015-02-28 15:40:41 [ POA-HDI]
aDIoutaDD : From ATOSSDM12: ----Attachement re
jarding call A7711259 16809136.msg
Update from MAC
2015-02-28 15:42:15 [ POA-HDI]
]tDIoutapD : From ATOSSDM12: 2015/02/28 15:40:07 GMT Enquiry Email received from MAC providing update
2015-02-28 16:16:31 [ POA-HDT]
iproutapD : From ATOSSDM12: 2015/02/28 16:12:00 GMT Enquiry -Jess called in for 16809136, she is chasing for an update.
Told her that it's already been sent to our Software team, as per the latest update they advised us to get POL to authorize the
rujtisu to delete the session which we already have done and now awaiiting for the respons:
Ivess understood.
2015-02-28 16:21:06 [ POA-HDI]
lDToutaDD : From ATOSSDM12: ----Attachement FW 16809136 A7101255 - Meanwood Branch - Authorization to delete session.msg ---
sent email to Branch Support; copied IM and Sandie Bothick
2015-02-28 16:23:08 [ POA-HDI]
liDToutaDD : From ATOSSDM12: 2015/02/28 16:20:49 GMT Log Comment Polly received email from MAC to get email authorization from
POL; sent them the authorization from PM as required by Branch Support; Sent email to Branch Support copied IM and Sandie Bothick
lsceking assistance on how to proceed with a resolution (email attached)
2015-02-28 16:53:07 [ POA-HDT)]
ltDToutADD : From ATOSSDM12: 2015/02/28 16:51:01 GMT Log Comment PM called in and is asking on how they should proceed. Told
caller that Fujitsu needs authorization to move forward and we already sent an email to branch Support and IM to know which
uthorization is needed.
2015-03-02 08:11:00 [ Wilcock, Jacqueline Denise]
0G : Authorisation request has been received fro the Pm - see attachment.
2015-03-02 08:52:29 [ POA-HDI]
ltDToutaDD : From ATOSSDM12: —
IRc-msg --~
email from MAC
2015-03-02 08:53:32 [ POA-HDI]
JsDroutabD : From ATOSSDM12: 2015/03/02 08:52:17 GMT Log Comment - received an email from MAC.
I sent an email to Nick Khatker requesting for the information needed by MAC.
2015-03-02 09:19:35 [ POA-HDI]
JDIoutADD : From ATOSSDM12: 2015/03/02 09:17:11 GMT Log Comment Bill called in to chase for a resolution. informed the user that
lan email was sent to the PM (Nick Khatker) requesting for the Session ID number to be identified.
2015-03-02 09:21:21 [ TES Connector}
DIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:Increasing the forecast date
jas we are still waiting for POL authorisation.
2015-03-02 09:27:07 { T£S Connector]
lDToutsTU : From PINICL: Update by Sudip Sur:Category 38 -~ Pending -- Potential Problem Identified:I have already supplied the
sessionId and transactionId earlier in this call.
Please advise ATOS that we need formal POL authorisation and NOT sub-postmasters authorisation. We can not accept Sub-
stmaster's authorisation to delete txn session.
“Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg --~
Attachement RE 16809136 A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center -
FUJ00120883
FUJ00120883
Separate IFS call Av?11259 has also been raised for ATOS for this.
2015-03-02 12:33:10 [ POA-HDI]
]DIoutADD : From ATOSSDM12: 2015/03/02 12:30:36 GMT Log Comment Dale called in asking for an update
Checked email and have seen a confirmation from the Subpostmaster
JAlthough MAC needed confirmation from POL themselves not from sub post master
lalready checked with service management/reference data and branch support but as they have stated this needs to be authorized by
the sub post master
forwarded authentication to MAC team
2015-03-02 12:33:47 [ POA-HDT}
HOLoutADD : From ATOSSDM12: ----Attachement FW I6809136A7701255 authorisation to delete session-msg ---
Ismail to MAC forwarding Authentication
2015-03-02 14:06:00 [ Wilcock, Jacqueline Denise]
L0G: Update from Atos
lcood afternoon,
Regarding your advice on the incident 16809136/A1701255
lasked to get POL to formally authorise Fujitsu to delete this Health Lottery session so that office is able to use Node:4 again.
(this will enable the office to use Node:4 again quickly.
Itf nothing is done then after 5 days both txns will enter into failed transaction state and will have to be removed manually.
Please advise POL that POA Development investigations lead us to believe that the AP ADC Script developed in Post Office domain
Inay be the underlying cause of the issue.
2015-03-02 17:50:41 [ POA-HDI)
liptoutaDD : From ATOSSDM12: 2015/03/02 17:49:34 GMT Log Comment From: Brearley, Sharon
sent: Monday, March 02, 2015 11:16 PM
to: Rebecca Barker; ITSupplierManagement
cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; Branch Support Team; IT-Solutions R SMC PostOffice
Incident Management; Thomas, Ian
16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
It have referred this matter to our Operations Security Manager to raise with POL Security as I have not seen any documented
jprocess to support this and I?m not comfortable Atos Desk taking instruction from a branch to remove transactions as I?m unsure
fe are authorised to do this ? for example how would we even validate who the PM is. With all the issues relating to Second
sight, I just want to make sure we have an agreed process that POL Security have agreed to. In the meantime, if this is an
lexisting process, can you provide me with a copy please.
Many thanks, Sharon
Sharon Brearley
Service Manager ? Post Office
iddleswoods Way
arncliffe Business Park
cariton
Barnsley, S71 3GN
jwww.atos.net
lFrom: Branch Support Team { -
sent: Friday, February 27, S015 i718 BM
ro: IT-Solutions R SMC PostOffice Incident Management; Branch Support Team
cc: Post Office Service Desk; ITSupplierManagement; POLServiceManagement ; Brahmbhatt, Rina; Brearley, Sharon; Rebecca Barker
subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
11,
Please see reply from Rebecca Barker sent 26/02.
Hii sM
the process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
le cannot authorise
Regards
Rebecca
2015-03-02 21:57:55 [ POA-HDI]
]HDToutaDD : From ATOSSDMI2: ~
lkmail from Rebecca
2015-03-02 22:16:38 [ POA-HDI)}
lDToutADD : From ATOSSDM12: -:
lfmail from Rebecca
2015-03-02 23:51:15 [ POA-HDI)
lsDIoutaDD : From ATOSSDM12: -
lsmail from Tan
2015-03-03 08:47:27 [ TES Connector]
liptinsRS : Provider Ref: PC0241242
Resolution Details: Update by Sudip Sur:Category 68 -- Final -- Administrative Response:I am
returning this call back as POL have not formally authorise to remove this session.
2015-03-03 08:47:28 [ POA-HDI]
neur_en_poa : Status changed from 'Acknowledged' to ‘Resolved’
“Attachement RE 16809136 A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center.msg ---
“Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
—Attachement RE 16809136 A7701255 — Meanwood Branch - Unable to Connect to the Data Center.msg --~
FUJ00120883
FUJ00120883
POITS-03-03 08:47:28 [ POA-HDIT
RE : Status changed from ‘Acknowledged’ to ‘Resolved!
2015-03-03 10:10:18 [ POA-HDI)
DroutapD : From ATOSSDM12: 2015/03/03 10:08:54 GMT Log Comment Dale called in to make a follow up for ticket 16809136, at the
lonset of the call, he is already upset, he said that his system has been down since last week and it is unacceptable, he would
like to speak with a sup, deescalate the call, would like to received a callback around 12:30 from a sup, consulted PA April for
updates
2015-03-03 10:23:44 [ Watts, James Marcus]
Jzneut_en_poa : Transfer Notification
2015-03-03 10:37:00 [ Watts, James Marcus]
lDToutsTU : Atos called ofr the latest update, given latest update from PEAK
2015-03-03 10:43:41 [ Cowie, Ross Silverstone]
Jneut_en poa : Transfer Notification
2015-03-03 11:03:43 [ POA-HDT]
HOToutADD _; From ATOSSDM12: 2015/03/03 11:02:31 GMT Enquiry Name: KAM
conta:
(GRO
Fab Code: 2693232
tocation: Meanwood
lode: 04
Isummar
issue:
I Kam called in for an update for the Incident
I Advice Kam that the Software team is still awaiting for authorization to delete session
I: Advice that the team is still awaiting for response for POL
I PM is pressing that she needs the incident resloved as soon as possiable
I Advice will update the Log and keep the team aware for her concerns
2015-03-03 11:24:20 [ POA-HDT)
lDIoutaDD : From ATOSSDM12: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
email by April Padilla in which POSD was copied
2015-03-03 12:07:24 [ POA-HDT]
JEDIoutADD : From ATOSSDM12: 2015/03/03 12:04:34 GMT Log Comment - Supervisor Log
I Spoke with Ian H. of Service Management (Incident was endorsed to him by Ian Thomas)
I- Lyne Conversation
ltumphries, Ian 7:01 PM
It've asked Fujitsu if they would accept a note from POL to say we have delegated authority.
they need to check with their Security team
I Call branch, spoke with KAM
I: Provided the update from Ian H.
I: PM is not yet satisfied with the update
I apologized to PM for the delay and informed her that I will give her another call within the day for updates
2015-03-03 12:38:20 [ POA-HDI]
DIOutADD : From ATOSSDM12: 2015/03/03 12:36:01 GMT Log Comment Martin (manager of KAm)
269323 - Meanwood
jo7540642308
laser calling in for reference 16809136
advised Martin that this has been already escalated to POLServicemanagement and they are the ones currently looking into getting
n-approval from POL for the authorization to delete the specific transaction.
lAdvised him that the update would be given within the day.
JEU not happy to hear about the update.
advised that this has already been highlighted at the servicedesk and the Polservicemanagement team already as soon as an update
is available the desk will contact both of them.
2015-03-03 14:21:58 [ POA-HDI)
lDToutADD : From ATOSSDM12: 2015/03/03 14:20:31 GMT Log Comment Received Email from Ian thomas, addressed to Ian Humphries
2015-03-03 14:26:52 [ POA-HDI]
ibIoutapp : From ATOSSDMI2: ~
from Tan Thomas.msg ---
jrmail from ian thomas, addressed to ian humphries
2015-03-03 17:17:45 [ POA-HDI)
]DIoutaDD : From ATOSSDM12: 2015/03/03 17:13:47 GMT Log Comment - Called PM and advised them that ATOS is still chasing POL for
the approval
I Lyne conversation with Tan H.
tumphries, Ian 10:42 PM
just spoke to Rebecca Barker who has been in touch with a POL contact. They are asking for details of the transaction.
It sent over the information provided by Fujitsu but will see if there is anything further in the incident log.
Hopefully I can get someone in POL to authorise.
I PM is asking for an ETA, apologized to PM that we can't provide an ETA because the approval will come from POL and it is
lready out of our hand BUT advised her that will continue chasing this ticket POL
I Will update PM tom
2015-03-03 17:18:48 [ POA-HDI]
’DToutapD : From ATOSSDM12: 2015/03/03 17:17:33 GMT Log Comment - Called Martin (manager of KAm)
nwood
Status Call - 16809136 I A7701255
“Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center - Email
F No answer
2015-03-04 11:02:24 [ POA-HDI}
eDToutADD : From ATOSSDM12: 2015/03/04 10:59:31 GMT Log Comment Received mail from Sandie B (Fujitsu SDM) as below:
can you please chase POL for authorision to delete the transactions ? the PM is constantly chasing out 4th line support time
can you treat this as an escalation and provide an update to the PM on your actions to get this resolved
FUJ00120883
FUJ00120883
Fajitsu requested to escalate the call.
2015-03-04 11:08:02 [ POA-HDI]
lDIoutaDD : From ATOSSDM12: 2015/03/04 10:59:31 GMT Log Comment Received mail from Sandie B (Fujitsu SDM) as below:
can you please chase POL for authorision to delete the transactions ? the PM is constantly chasing out 4th line support time
an you treat this as an escalation and provide an update to the PM on your actions to get this resolved
rujitsu requested to escalate the call.
2015-03-04 11:14:12 [ POA-HDI]
ltDToutaDD : From ATOSSDM12: 2015/03/04 11:13:02 GMT Log Comment Chased Service Management and Ian H for updates.
2015-03-04 11:21:21 [ POA-HDT]
HDToutADD : From ATOSSDM12: 2015/03/04 11:19:56 GMT Log Comment Jackie from Fujitsu MAC called in to chase the ticket. Asked for
advise from TL Eden and she spoke with Jackie and explained the current status
2015-03-04 11:22:27 [ POA-HDI]
lDIoutaDD : From ATOSSDM12: ----Attachement A771125916815009 — From MAC.msg --~
lsmail update from MAC, this is already with POLservicemanagement team
2015-03-04 11:35:37 [ POA-HDI]
tDToutAaDD : From ATOSSDM12: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
email sent to Atos Service Manager and Ian T. chasing the approval from POL
2015-03-04 11:38:31 [ POA-HDI]
lpToutADD : From ATOSSDM12: 2015/03/04 11:36:35 GMT Log Comment - Spoke with Jacquie
I Atos is still awaiting for the approval from POL.
I Sent an email to Atos Service Managers to request assistance in chasing the approval needed
I See attached email for reference
2015-03-04 11:48:08 [ POA-HDT}
ibroutabD : From ATOSSDM12: 2015/03/04 11:47:01 GMT Log Comment From: Brearley, Sharon
sent: Wednesday, March 04, 2015 5:13 PM
to: CASTRO, Eden; Thomas, Tan; PADILLA, April
cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
IKoMATAO, Mel; GALICIA, Lucky; Brady, Danielle; Humphries, Ian; Egan, James
16809136 / A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center
[this has been escalated to Post Office via Ian Humphries yesterday, Atos are awaiting response but the issue seems
to be that POL do not seem to be able to confirm who this responsibility sits with hence the delay.
Regards, Sharon
sharon Brearley
2. Bost, Office
tongfields court
liddleswoods Way
iharncliffe Business Park
carlton
Jarnsley, S71 3GN
jrww-atos.net
rom: CASTRO, Eden
sent: Wednesday, March 04, 2015 11:33 AM
to: Thomas, Tanz PADILLA, Aprils Brearley, Sharon; Humphries, Ian; Egan, James
Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LKOMATAO, Mel; GALICIA, Lucky; Brady, Danielle
subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
ti, all.
[the desk received a call from FJS Team, they are chasing the approval from POL so that they can proceed with deleting the
session. The PM keeps on calling them for an update.
léJames, can you please help us chasing the approval from Rebecca Barker since Ian H is out today? As per my last conversation
ith Ian yesterday, he is coordinating with her for the approval.
thank You.
Regards,
; Eden B. Castro
Team Manager
2015-03-04 14:46:32 [ POA-HDI]
lxpioutapD : From ATOSSDM12: ~
Received approval from POL
2015-03-04 14:48:41 [ POA-HDI]
uDToutADD : From ATOSSDM12: 2015/03/04 14:47:04 GMT Log Comment - Received approval from POL
I We will contact FJS to proceed with deleting the transaction
2015-03-04 15:00:17 [ POA-HDI]
lDIoutaDD : From ATOSSDM12: 2015/03/04 14:57:40 GMT Log Comment -
Received email from Sharon Brearley of POLserviceManagement Team
lAdvised that the authorization has been provided by POL
Forwarded the authorization to Fujitsu/MAC
Please see attached file
2015-03-04 15:00:18 [ POA-HDT]
HDToutADD : From ATOSSDM12: ----Attachement RE 16809136 A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center - Email
from Sharon Brearley with POL Authorization-msg
lkmail from Sharon Brearley with POL Authorization
“Attachement RE 16809136 7701255 - Meanwood Branch - Unable to Connect to the Data Center-msgq ---
FUJ00120883
FUJ00120883
2015-03-04 15:04:30 [ POA-HDI]
ltDToutADD = From ATOSSDM12: 2015/03/04 15:02:55 GMT Log Comment called MAC spoke to MAnpreet team to informed him that we sent
the authorization.
2015-03-04 15:10:00 [ Dhillon, Manpreet Singh]
Loc : Email sent to SSC duty mail box with authorisation to delete session.
2015-03-04 15:11:04 [ Dhillon, Manpreet Singh]
Znent_en_poa : Transfer Notification
lfransfer Group from 'POA-FJ-ATOS' to 'POA-FJ-PEAK’
jDate:04-Mar-2015 15:25:08 Uscr:Adam Woodley
Evidence Added - Email sent M with approval to delete session
[Date:04-Mar-2015 1:
lProm ATOSSDM12:. =
eMail from IM.
5:59 User: Customer Call_
Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
[Date:04-Mar-2015 1
Jrrom ATOSSDM12: ~
7:15 User:_Customer Call_
“Attachement Lj - 16809136 A7101255 - Meanwood Branch ~ Unable to Connect to the Data Center.msg
eden Castro's email to;
“}; PADILLA, Al
} Humphries, Tan @~
Brearley,
James <a
JDate:04-Mar-2015 16:30:08 Uscr:Sudip Sur
Ithe Call record has been assigned to the Team Member: Sudip Sur
Progress was delivered to Consumer
jbate:04-Mar-2015 17:32:13 User:_Customer Call,
rom ATOSSDM12: 2015/03/04 17:29:35 GMT Log Comment ~attached email update from problem management to IM, service management at
lposp ops:
lcood Afternoon,
IryI ? The PR ref for this is GY:P6335678.
could you please provide us with the following details so that we can request Fujitsu to raise a corresponding PR ticket.
Date and time of first incident detected
Description of symptoms
+ Volumes of incidents
+ business area(s) impacted
+ Affected service(s)
Details of current workaround in place
* A list of all incident references for both ongoing and closed tickets
Kind Regards,
Robert Shaw
Robert Shaw
Problem Analyst
Date:04-Mar-2015 17:34:14 User:_Customer Call_
lrrom ATOSSDM12: -=--Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
lemail from Problem mgmt to all
jDate:04-Mar-2015 22:48:41 User:_Customer Call_
From ATOSSDM12: --~-Attachement RE 16809136 A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center.msg ---
mail from IM
bate:05-Mar-2015 08:45:17 User:Sudip Sur
ffarget Date/Time updated: new value is 13/03/2015 18:39
[Start of Response]
Invest igating
[End of Response]
lkesponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:05-Max-2015 12:46:06 User: Customer Call.
lrrom ATOSSDM12: 2015/03/05 12:44:36 GMT Log Comment From: Ibrahim Kizildag [mailtol
Thursday, March 05, 2015 6:01 PM
to: IfSupplierManagement; IT-Solutions Post Office complaints
cc: Humphries, Tan
subject: RE: Meanwood Post Office- Branch Code2693232
ui Rebecca;
Ir copied complaints at atos because originally I sent this complaint to them and branch and I didn?t receive a response.
If-Solutions R SMC PostOffice Incident Management
ind Regards;
FUJ00120883
FUJ00120883
brahim Kizildag Team Leader
BSC
Dearne House
lcortonwood Drive
Brampton
Barnsley
s73 oUF
From: ITSupplierManagement
Sent: 05 March 2015 12:05.
jo: Ibrahim Kizildag; [ ‘GRO
tan Humphries i
subject: RE: Meanwood Post Office- Branch Code2693232
IT-Solutions R SMC PostOffice Incident Management
Idi tb
t2m not sure why you have copied complaints into the mail, this is currently with the incident management team. Anne Allaker has
agreed for the transaction to be cleared.
IM please could you keep the branch updated
Becks
lecom
sent
ltor 4
cc: 1#SuppiierManagement
subject: RE: Meanwood Post Office- Branch Code2693232
l#i Rebecca and Paula;
Isranch haven?t had any response and their terminal is still down and PM said it has been down last two weeks, PM is not happy and
she said she is loosing customers and wants a solution asap. I also haven?t had any response from ATOS also.
Ibrahim Kizildag
3. March..2015. I-11.
GRO
kind Regards;
Ibrahim Kizildag Team Leader
INBSC
Dearne House
lcortonwood Drive
[Brampton
[Barnsley
is73 OUF
Phone Numbe
GRO_
JFrom: Ibrahim Kizildag
03 March 2015 13:52
TTSupp! ierManagement
subject: RE: Meanwood Post Office- Branch Code2693232
Iai ALL;
Please see attached email, is there any update for this complaint?
Ikind Regards;
brahim Kizildag Team Leader
INesc
Dearne House
cortonwood Drive
[Brampton
Iarnsley
s73. our
IPhone Number{.
From: Ibrahim Kizildag
GRO
c: TTSipplverManageinenty “Kenaya Dickinson
Subject Meanwood Post Office- Branch Code2693232
Hi All;
Ir took a manager call from Meanwood Post Office, branch code is; PM said one of the counter has not been working since
hast week and engineer visit has been arranged for last Monday but engineer failed to attend to this site , branch contacted
service desk and option 7 numbers of times this week but nothing has been done and service desk have not provided any help and
they referred PM to NBSC and ask for a manager. Can you please investigate this complaint asap and provide a response to PM.
service desk reference number is; 16809136. PM is not happy and wants a resolution asap.
di Paula and Rebecca;
[this is the second case this week , service desk referred branch to NBSC and their complaints have not been addressed. Has the
ocess changed regarding service desk complaints?
Kind Regards;
Ibrahim Kizildag Team Leader
lNasc
Dearne House
cortonwood Drive
[Brampton
Barnsley
Is73. our
Johone Number,
FUJ00120883
FUJ00120883
[Date:05-Mar-2015 12:46:07 User: Customer Call_
From ATOSSDM12: ----Attachement RE Meanwood Post Office- Branch Code2693232.msq ---
jomail to supplier team
JDate:05-Mar-2015 12:48:45 User:
Prom ATOSSDM12: 2015/03/05 12:4)
Customer Call_
41 GMT Log Comment called
.Bpoke to dale informed about the status.
Date:05-Mar-2015 14:45:49 User:Sudip Sur
{Start of Response]
IFS:A7711259 was raised on 24/2/15 in order for ATOS to obtain permission from POL to delete this Health Lottery session. I am
lot sure why it has taken so long for authorisation to arrive!
finally we received the necessary permission yesterday 4/3/15.
It have produced a work around for this issue and currently waiting for development to validate my solution before I implement on
hive estate.
Once this has been resolved we will supply the necessary reconciliation details to POL (using BIMS) for the Banking transaction
which is also stuck along with the Health Lottery txn.
[End of Response]
Ikesponse code to call type L as Category 40 -- Pending =~ Incident Under Investigation
Response was delivered to Consumer
Jatc:05-Mar-2015 15:46:35 User:Sudip Sur
SU please do the necessary reconciliation for the following:
[this office was doing the following cash withdrawal txn for £70.66 on 23/2/15 @10:46.
fhe session also contained a non financial Health Lottery txn.
[fhe settlement failed due to poor communication with the data centre. The disconnected session receipts were printed which
ladvised PM to pay the money out. Spoke to PM who confirmed that the money exchanged hands.
nen PM tried to log back the recovery kicked-in. However the Health Lottery APADC recovery script failed and left counter
junusable.
Yesterday POL Branch Support team authorised us to remove/update the session.
today I have carried out and completed the task. PM is now able to use the node again.
Reconciliation needed for the banking transaction:
[the cash withdrawal txn was authorised and PM said they paid the money out.
[this will leave this office £70.66 short (cash shortage) as the session not completed fully.
lpoL. need to do appropriate reconciliation; transaction correction.
ISU: Please send the call back to me once BIMs have been raised.
JDate:05-Mar-2015 15:53:08 User:Sudip Sur
[the Call record has been transferred to the team: MSU-Indt Mgt
the Call record has been assigned to the Team Member: Tyrone Cozens
Progress was delivered to Consumer
[Dat ¢:05-Mar-2015 16:06:49 User:Sudip Sur
correction:
SU please note that it was a CAPO cash withdrawal for £140 and NOT £70.66.
o0o-269323-4~4536297-1
JDate:05-Mar-2015 16:12:04 Uscr:Tyrone Cozens
Update by Sudi;
Please note that it was a CAPO cash withdrawal for £140 and NOT £70.66.
Joo-269323-4-4536297-1
JOate:05-Mar-2015 16:26:16 User:Sudip Sur
keference Added: 08
Date: 06-Mar-2015 10:48:23 User:Jason Muir
IsiMS has been sent to POL. Returning call to ssc.
jbate:06-Mar-2015 10:48:39 Uscr:Jason Muir
[the Call record has been transferred to the team
Progress was delivered to Consumer
FUJ00120883
FUJ00120883
Date:06-Mar-2015 10:49:50 Uscr:David Seddon
the Call record has been assigned to the
progress was delivered to Consumer
: Sudip Sur
jDaté:09-Mar-2015 09:06:56 User:Sudip Sur
[Start of Response]
fhe work was completed on Thursday 5/3/15 and advised PM that they should be able to logon.
lM confirmed that everything was ok.
It have also advised MSU to do the necessary reconciliation and raise BIMS with POL for the Cash Withdrawal txn for £140
[this call may now be closed.
[End of Response]
Response code to call type L as Category 95 -- Final -~ Advice after Investigation
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
JDate:09-Mar-2015 09:06:56 User:Sudip Sur
CALL PCO241242 closed: Category 95 Type L
Date: 09-Mar-2015 09:08:22 User: Customer Call_
call Reference:A7101255 Withdrawn by Consumer
lrransfer Group from 'POA-FJ-PEAK' to 'POA-FJ-Service Desk!
jbate:09-Mar-2015 12:44:29 User: Customer Call_
Consumer XXXXXX@TFS01 has acknowledged the call closure
Root Cause Gen - Outside Program Control
Logger _Customer Call_ -- EDSC
Subject Product HNG-X Platforms -- Horixon Counter (CNH) (version unspecified)
Assignee _ Customer Call_ -- EDSC
Last Progress 09-Mar-2015 12:44 -- Customer Call_