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To: Humphries, lai }; Rebecca Barker:
Ce: GRO ; Branch
Support Teamf_ ¥ Paula Jenner
Bursil,
From:
Sent: Wed 3/4/2015 1
Subject: RE: 16809136 /A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Sharon & lan,
This appears to be saying that the banking transaction recovery has worked correctly without any impact to branch or
customer. The recovery of the health lottery transaction however was not successful.
It appears that the postmaster followed the on screen prompts and processes correctly can that you confirm that for me
please? It doesn’t tell me whether there’s any impact to branch or customer for the Health Lottery Transaction but Pat
has kindly rung the branch and confirmed the customer isn’t impacted, nothing changed hands for the Health Lottery
transaction, and there is no branch discrepancy.
I’m therefore happy to authorise this session to be deleted so that the kit at the branch can return to BAU state.
I still need to understand the background to this type of enquiry, what has happened in the past, where would
authorisation have been requested from. If a branch has followed process correctly that may explain why Network
haven't been asked for authorisation in the past but without identifying root cause or knowing past cases I don’t know
where this should sit or why Network need to make the authorisation.
What needs to happen now is that the reason for the unsuccessful recovery of the health lottery transaction needs to
be established so that if this scenario happens again the branch or customer isn’t impacted. Who has responsibility for
taking that forward please?
Thanks
Anne
. Anne Allaker
Branch Support Programme
Upper Floors, The Markets Post Office,
6/16 New York Street,
From: Ian Humphries
Sent: 03 March 2015 15:49
To: Rebecca Barker; Anne Allaker
Cc: ITSupplierManagement; Brearley, Sharon; Branch Support Team; Paula Jenner
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Anne
Following a conversation with Rebecca, I’ve been asked to provide further information regarding the transaction to assist in
progression the deletion.
The details provided by the Postmaster are :
Time: 18
Date: 23/02/2015
Node: 4
PM has advised the following happens when he logs in to node 4.
A recovery message. appears advising a failure occured during a previous session.
PM presses continue - Recovery details:
Cash withdrawal 00-269323-4-4536297-1
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PAN 633641******0508
Date/Time: 23/02/2015 10:46:21
id 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.
PM 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.’
PM presses enter and it logs him out.
lan
Ian Humphries
2"¢ Floor West Block
Future Walk
Chesterfield, S49 1PF
www.atos.net
Atos
This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error,
please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos group liability cannot be triggered for the
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and will not be liable for any damages resulting from any virus transmitted. Note: This text can differ from country to country. Also, depending on the
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From: Rebecca Barker [
Sent: Tuesday, March 03,
To: Anne Allaker; Humphries, Ian
Cc: ITSupplierManagement; Brearley, Sharon; Branch Support Team; Paula Jenner
Subject: Re: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Hi Anne
I don't know where it sat before all I know is that it did not sit with Duty Manager and to be honest I do think it should sit with
branch to provide confirmation of what transaction needs removing. Fujitsu may have changed their process following watchdog
articles and this is why they are no longer accepting confirmation over the phone. Can anyone in network agree the process
Regards
Rebecca
Regards
From: Anne Allaker
Sent: Tuesday, March 03, 2015 01:34 PM
To: Ian Humphries I
Cc: Rebecca Barker; ITSupplierManagement; Brearley, Sharon
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
All,
Can someone please provide me with the process that was followed for this type of enquiry prior to Service Integration
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and who the escalation point(s) were? This type of request has not formerly been managed by the Branch Support
Team and if it needs to be embedded into a BAU environment I would prefer to understand the background to the
process, where it should sit (based on earlier cases) so that enquiries are dealt with consistently and are fully
documented for audit purposes.
Please provide me with some understanding of how often this happens, root causes, potential solutions, impact to
branch/customer and whether there's any financial implication.
There must have been examples of this prior to Service Integration so please could you urgently provide the
background so this case isn't held up and any future cases are managed efficiently in the appropriate area. 14,
Thanks
Anne
. Anne Allaker
Branch Support Programme
Upper Floors, The Markets Post Office,
6/16 New York Street,ié¥2
From: Ian Humphries
Sent: 03 March 2015 13:18
To: Branch Support Team
Cc: Anne Allaker; Rebecca Barker; ITSupplierManagement; Brearley, Sharon
Subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
Please could you assist. The Meanwood Branch has reported an issue with a Health Lottery transaction that is now preventing the
terminal from connecting.
Fujitsu is requesting for an authorisation 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.
Authorisation is required urgently to enable the Post Master to get the node back on line.
Please could the Area Manager provide the authorisation or someone from with the Network area as this must originate from
within Post Office Ltd.
I have spoken to Rebecca to agree the way forward as neither Atos or the IT Supplier Management are able to authorise the
requested action.
Regards
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lan
Ian Humphries
si Manage
ian huniphrie
2» Floor West Block
Future Walk
Chesterfield, S49 1PF
www. atos.net
Atos
This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error,
please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos group liability cannot be triggered for the
message content. Although the sender endeavors to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free
and will not be liable for any damages resulting from any virus transmitted. Note: This text can differ from country to country. Also, depending on the
technical specifications of the mail servers in your GBU this text could be added automatically to the mail. Check with your local IT-department for the
configuration of your GBU.
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos group. The
following trading entities are registered in England and Wales: Atos IT Services UK Limited (registered number
01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK Limited (registered number
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This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain confidential
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Please notify the sender immediately and delete this email from your systems. As emails may be intercepted, amended or
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maintain a virus-free network, we do not warrant that this transmission is virus-free and can accept no liability for any
damages resulting from any virus transmitted. The risks are deemed to be accepted by everyone who communicates with
Atos by email.
This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must
not use, disclose, reproduce, copy or distribute the contents of this communication. If you have received this in error, please contact
the sender by reply email and then delete this email from your system. Any views or opinions expressed within this email are solely
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POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: 148 OLD STREET, LONDON EC1V
9HQ.
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos group. The
following trading entities are registered in England and Wales: Atos IT Services UK Limited (registered number
01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK Limited (registered number
08514184) and Canopy The Open Cloud Company Limited (registration number 08011902). The registered office for each
is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain confidential
or privileged information. If you receive this e-mail in error, you are not authorised to copy, disclose, use or retain it.
Please notify the sender immediately and delete this email from your systems. As emails may be intercepted, amended or
lost, they are not secure. Atos therefore can accept no liability for any errors or their content. Although Atos endeavours to
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FUJ00120885
maintain a virus-free network, we do not warrant that this transmission is virus-free and can accept no liability for any
damages resulting from any virus transmitted. The risks are deemed to be accepted by everyone who communicates with
Atos by email.
This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must not use,
disclose, reproduce, copy or distribute the contents of this communication. If you have received this in error, please contact the sender by reply
email and then delete this email from your system. Any views or opinions expressed within this email are solely those of the sender, unless
otherwise specifically stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: 148 OLD STREET, LONDON EC1V 9HQ.