To: SSC Duty
Ce:
From: EXCHANGE ADMINISTRATIVE GROUP
(FYDIBOHF23SPDLT)/C ECIPIENTS/CN=GMBXMAC]
Sent: Wed 3/4/2015 3:13:11 PM (UTC)
Subject: FW: PC0241242 /A7701255 - Meanwood Branch - Unable to Connect to the Data Center
RE: 16809136 / A7701255_- Meanwood Branch - Unable to Connect to the Data Center
Good afternoon,
Please see attached for authorisation to delete session.
Regards,
Manpreet Dhillon
Major Account Controller - Post Office Account
Managed Infrastructure Services
Fujitsu
14 Cavendish Road, Stevenage, Herts, SG1 2DY
Tel:
Email:
Web: http://uk.fujitsu.com
Fujitsu is proud to partner with Shelter, the housing and homeless charity
Reshaping ICT, Reshaping Business in partnership with FT.com
ht Please consider the environment - do you really need to print this email?
From: Post Office Service Desk:
Sent: 04 March 2015 14:57
To: MAC
Subject: FW: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi MAC team,
We've finally got the authorization, kindly please see attached file for reference.
Kind Regards,
Jason Duke Elazegui
Service Desk A
Phone Numbe!
Post Office Serv
Office Service Desk
From: Brearley, Sharon
Sent: Wednesday, March 04, 2015 9:01 PM
To: CASTRO, Eden; Thomas, Ian; PADILLA, April
FUJ00120884
FUJ00120884
Cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LOMATAO, Mel; GALICIA, Lucky; Brady, Danielle; Egan, James; Humphries, Ian; IT-Solutions R SMC Post Office Problem
Management
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Eden
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We have received a response from POL on this one — see attached.
Atos PM
Can you please open a PR for this incident. Please can you request Fujitsu as on who Atos we can liaise with on this one as there are
a number of issues that need to be resolved here and a need to understand how these issues have been managed previously and
resolved — does not appear to be any robust process in place.
Regards, Sharon
Sharon Brearley
Service Manager - Post Office
Longfields Court
Middleswoods Way
Wharncliffe Business Park
Carlton
Barnsley, S71 3GN
www. atos.net
AtoS
From: CASTRO, Eden
Sent: Wednesday, March 04, 2015 11:33 AM
To: Thomas, Ian; PADILLA, April; Brearley, Sharon; Humphries, Ian; Egan, James
Cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LOMATAO, Mel; GALICIA, Lucky; Brady, Danielle
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi, 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.
@James, can you please help us chasing the approval from Rebecca Barker since lan H is out today? As per my last conversation
with lan yesterday, he is coordinating with her for the approval.
Thank You.
Regards,
Ma. Eden B. Castro
Service Desk — Team Manager
www.atos.net
Atos Information Technology, Inc.
FUJ00120884
FUJ00120884
5th Floor, 1880 Building, Eastwood Avenue, Eastwood City Cyberpark, Bagumbayan, 1100 Quezon City, Philippines
CONFIDENTIALITY NOTICE: This e-mail and its attachments are intended for the use of the person to whom it is addressed and
may be privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, please delete
this message and its attachments and notify the sender by e-mail.
From: Thomas, Ian
Sent: Tuesday, March 03, 2015 7:11 PM
To: PADILLA, April; Brearley, Sharon; Humphries, Ian
Cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LOMATAO, Mel; GALICIA, Lucky; Brady, Danielle
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
lan
As per our discussion last night, could you pick this up please?
Thanks
lan
Ian Thomas
From: PADILLA, April
Sent: Tuesday, March 03, 2015 10:36 AM
To: Thomas, Ian; Brearley, Sharon; Humphries, Ian
Cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LOMATAO, Mel; GALICIA, Lucky; Brady, Danielle
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi Everyone,
The Branch made a follow up call today. Had a chat with Sandie of Fujitsu. The approval should be coming from POL. They will also
not accept approval from PM directly (it should be from POL). Attached is the approval from the PM that SD forwarded to MAC but
was not authorized. Below is the draft of the process. We need to close the gap who from POL should forward the approval from
PM to Fujitsu-MAC.
B Sandie 6:08 PM
it has to come from POL to us - we wont accept it from the PM
so PM can send to POL and then POL can forward to us - for it to be accepted
FUJ00120884
FUJ00120884
Transaction Deletion Approval Process
$s Calls in to report
5 Horizon Transaction
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YES
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2 Handling Fujitsu MAC
2 Process approval to POL
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Regards,
April Padilla
Process Analyst
ATOS Information Technology Inc.
GRO
5th Floor, 1880 Building, Eastwood Avenue,
Eastwood City Cyberpark, Bagumbayan,
1100 Quezon City, Philippines
From: Thomas, Ian
Sent: Tuesday, March 03, 2015 3:43 AM
To: Rebecca Barker; Brearley, Sharon; ITSupplierManagement; Humphries, Ian
Cc: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; Branch Support Team; IT-Solutions R SMC PostOffice
Incident Management
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Becks
FUJ00120884
FUJ00120884
I’ve asked lan to look at this for me.
If there isn’t a process documented, I suggest we collectively pull one together so that everyone is on the same page. Whilst I
recognise the need to get this resolved, I also share Sharon’s view that need to ensure we have a robust process that will allow Atos
to undertake this activity without falling foul of any potential breach of security protocol.
We'll get this resolved tomorrow.
Thanks
lan
Ian Thomas
Ser
From: Rebecca Barker [{~
Sent: Monday, March 02,
To: Brearley, Sharon; 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 Sharon
There is no existing process documented from POL. There were a number of emails a while ago and it was
determined that the correct process was that the permission is gained from the PM, this was shared with Ian
Humpries, it feels like we are back at the beginning with this issue
Regards
Rebecca Barker
Performance and Control Manager - IT
Services
Ist Floor,
No, 1 Future Walk West Bars,
1PF
From: Brearley, Sharon [/
Sent: 02 March 2015 17:
To: Rebecca Barker; ITSupplierManagement.
FUJ00120884
FUJ00120884
Cc: PostOfficeServiceDesk; 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
I have referred this matter to our Operations Security Manager to raise with POL Security as I have not seen any documented
process 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.
Many thanks, Sharon
Sharon Brearley
Ser M
Longfields Court
Middleswoods Way
Wharncliffe Business Park
Carlton
Barnsley, S71 3GN
www.atos.net
From: Branch Support Team [{-00 GRO I
Sent: Friday, February 27, 2015 1:18 PM
To: 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
All,
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.
We cannot authorise
Regards
Rebecca
Kind regards
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Amanda Prior
Branch Support Team
& 1* Floor Admin
19 Hythe Street
Dartford DAL 1B
From: IT-Solutions R SMC PostOffice Incident Management [£.
Sent: 27 February 2015 13:08
To: Branch Support Team
Cc: PostOfficeServiceDesk; ITSupplierManagement; POLServiceManagement
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi Team,
Please can we have an update on the below asap.
Regards,
Priyanka Deshmukh
UK SMC Incident Management
Vikroli West, Mumbai-400079
www.atos.net
AtoS
4; Please consider the environment before printing this e-mail
From: POLServiceManagement
Sent: Thursday, February 26, 2015 10:45 AM
To: 'branch.support.team
Cc: Post Office Service Desk
Subject: FW: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi
Could POL please provide authorisation for Fujitsu to remove a txm off Horizon
Kind regards, Terry
Terry Whitehead
DBH Managed Serviced Business Centres Ltd
Longfields Court
Middlewoods Way
Wharncliffe Business Park
Carlton
Barnsley, S71 3HR
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FUJ00120884
uk.atos.net
Atos
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From: Post Office Service Desk
Sent: Thursday, February 26, 2015 10:15 AM
To: POLServiceManagement
Cc: Whitehead, Terry
Subject: FW: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi,
Fujitsu is requesting for an authorization for them to remove the Health Lottery txn 00-269323-4-4536296 -1 which is preventing
successful recovery on counter node 04.
Email from Fujitsu:
I have asked POL (via ATOS) to authorize us to remove the Health Lottery txn 00-269323-4-4536296 -1 which is preventing successful recovery.
It is not clear when (if) authorization will arrive. Until then Node:4 will NOT be usable.
I think this was an incident happened before that needs an approval from POL to remove the said transaction to be able to use the
counter position 04.
Can you help us identify the right person or team who can authorize this?
Hoping for your assistance. As per Reference data team they’re not the ones who will authorize the removal of transaction.
Regards,
Michael Dux Castro
Service Desk
Phone Number: }
Post Office Service Desk Mailbox:
@ Atos
From: Reference_Data_Input
Sent: Wednesday, February 25, 2015 11:10 PM
To: Post Office Service Desk
Cc: Julie Dart; Richard X Carter
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Good Afternoon
Unfortunately this team would not be able to authorise this change as we are not responsible for this data. I am afraid I am not sure
who would deal with this request
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Thanks
Ellie
Eleanor Bradley
Reference Data Manager
1st Floor, West Block,
No 1 Future Walk,
West Bars, Chesterfield S49 1PF
Phone number, GRO 7
Postline
From: PostOfficeServiceDesk
Sent: 25 February 2015 13:28
To: Reference_Data_Input
Subject: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Good Afternoon,
Fujitsu is requesting for an authorization for them to remove the Health Lottery txn 00-269323-4-4536296 -1 which is preventing
successful recovery on counter node 04.
As per Fujitsu’s investigation;
According to counter log, there were two transactions in the session 4-520273.
1. 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.
When the user logged back in, the recovery kicked-in. But the recovery of the Health Lottery txn 00-269323-4-4536296 -1 failed.
As the recovery failed, user was/in unable to logon to Node:4.
Health Lottery txn 00-269323-4-4536296 will need to be remove on the counter logs because it is preventing successful recovery.
Node:4 will NOT be usable not until the said txn is removed.
FAD: 2693232
Branch Name: Meanwood
Thanks,
Love Joy D. Dela Vega
Technical Solutions Specialist
Post Office Service Desk Mailbox
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