FUJ00120934
FUJ00120934
Peak Incident Management System
_Customer Call_
‘COUNTER S60_V001-V000
B -- Business restricted
Closed -- Fixed at Future Release
Call Reference PC0098230 Call Logger
Release Targeted At -- BI_3S60 Hzn Top Ref
Call Type Live Incidents Priority
Contact EDSC Call Status
Target Date 16/01/2004 Effort (Man Days)
Summary FAD416329 - discrepancy with CA for last few weeks
All References Type Value
: Other S60 PinICL Pack
PowerHelp E-0401130647
Other COUNTER _S60_V001-V000
Work Package PWY_WP_17829
Progress Narrative —
pate:13-Jan-2004 15:48:19 User:_Customer Call_
CALL PC0098230 opened
3-Jan-2004 15:48:35 User: Customer Call_
1 PCO098230:Priority B:CallType L - Target 16/01/2004 15:48:19
3/01/2004 15:23 Call details have been taken from Andrew Wise at NBSC on
telephone number stated above. PM has a discrepancy with his cash account
ror the last few weeks.
3/01/2004 15:25 uk951450
information: The NBSC have advised that the4 PM can only declare the
holding amount or 0 not a negative figure.
Joate:13-dan-2004 15:48:36 User:_Customer Call_
13/01/2004 15:26 uk951450
information: The NBSC have been through the checks with the PM and feel
there is a software error as the PM has negative figures
which he would not have been able to enter
13/01/2004 15:30 uk951450
information: In week 37 the PM was showing a surplus of £19.66 on the
front page of the cash account
13/01/2004 15:31 uk951450
information: In table 5 cash and stock he is showing a surplus cash
figure of £42860.61 and a surplus chq figure of £116248.50
3/01/2004 15:32 uk951450
information: The cash on hand declared was £159109.11
13/01/2004 15:34 uk951450
Information: In week 38 the Pm had a surplus of £49.22 on the front page
bf the cash account
3/01/2004 15:34 uk951450
information: In table 5 of the cash account it is showing a surplus of
cash of £41723.47 and a surplus of chg £225291.93
jDate:13-an-2004 15:48:37 User: Customer Call_
13/01/2004 15:35 uk951450
information: The actual cash on hand declared this week was £267015.40
13/01/2004 15:36 uk951450
information: In week 39 the cash account front page was showing a
surplus of £110.35
13/01/2004 15:37 uk951450
information: Table 5 shows a negative cash figure of £264007.28 and the
Ichqs show a surplus of £450554.92
3/01/2004 15:38 uk951450
Information: The cash declared for this week was £186547.64
3/01/2004 15:38 uk951450
Information: In week 40 the front page of the cash account is showing a
shortage of £5.29
3/01/2004 15:39 uk951450
information: Table 5 is showing a negative cash figure of £732582.91 and
la positive chq figure of £896298.45
3/01/2004 15:40 uk951450
information: The cash on hand declared was £163715.54
3/01/2004 15:41 uk951450
loate:13-dan-2004 15:48:38 User: Customer Call_
information: Week 41 is showing a negative figure of £60.78 on the front
ge of the cash account
FUJ00120934
FUJ00120934
1370172004 15:41 ukI51450
Information: Table 5 is showing a negative cash figure of £1638386.90
land a positive chq figure of £1786304.77
13/01/2004 15:42 uk951450
information: The actual cash on hand was £147917.80 and no chqs were kept
3/01/2004 15:43 uk951450
information: The RLM has been through the cash account with the PM and
tried to adjust the figures but they keep doubling up.
3/01/2004 15:43 uk951450
information: The PM is balancing on the gateway in stock unit AA. the
user name provided is "Sticky" NBSC unsure if this should have
joo1 at the end.
13/01/2004 15:44 uk951450
information: Please can the cash account be investigated
13/01/2004 15:45 SYSADM
Open OTI: Automatic Open OTI
**Updated by Jane Kastenhofer at 13/01/2004 15:45:28
oate:13-Jan-2004 15:48:39 User: Customer Call_
3/01/2004 15:45 uk951450
IREASSIGN: Call # E-0401130647 was Reassigned from Jane Kastenhofer;
group HSH1 to Group EDSC1
IF} Call details
biagnostician name:
JDate:13-Jan-2004 15:48:40 User: Customer Call_
Customer opened date 13/01/2004 15:23:52
Oate:13-dan-2004 16:01:17 User:Barbara Longley
[the call summary has been changed from:~
call details have been taken from Andrew Wise at N
he call summary is now:-
rAD416329 - discrepancy with CA for last few weeks
lfarget Release updated to BI_3S50R-Provisional
Product EPOSS & Deskiop added
JDate:13-dan-2004 16:01:18 User:Barbara Longley
If} Response =
joate:13-Jan-2004 16:01:19 User:Barbara Longley
Prescan: Assigning call to Anne Chambers in ESC.
[END OF REFERENCE 36970694]
kesponded to call type Las Category 40 -Incident Under Investigation
Date:13-Jan-2004 16:01:22 User:Barbara Longley
[fhe response was delivered to: PowerHelp
Date:13-Jan-2004 16:01:23 User:Barbara Longley
{the Call record has been assigned to the Team Member: Anne Chambers
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
oate:14-Jan-2004 17:55:56 User:Anne Chambers
If} Response +
spoke to PM to get some more info (his number is{”
lsefore he balances; he rems out his cheques (althoug)
Jcheques are taken before he balances the SU).
le Declares Cash then Declares Stamps; then finally Declares Stock. On the
first Declare Stock line; he includes any ‘rest home' cheques which he is
holding.
jfhis results in a discrepancy between the system cheque figure and the
Jeclared figure.
Something has changed in the counter code recently (I think at COUNTER EPOSS
203; released end Nov) which causes the discrepancy to be recorded wrongly;
lso the cheque discrepancy; instead of being cleared; is doubled; and the cash
is also wrongly adjusted.
However I think the PM should not be declaring his ‘rest home' cheques in
this way; even if he has always done so - need to get advice on this or;
preferably; get NBSC to explain what the proper procedure is.
[END OF REFERENCE 36978269]
jbate:14-Jan-2004 17:55:57 User:Anne Chambers
Responded to call type L as Category 40 -Incident Under Investigation
FUJ00120934
FUJ00120934
[bate:14-dan-2004 17:56:00 User:Anne Chambers
[the response was delivered to: Powerllelp
bate:15-Jan-2004 12:58:42 User:Anne Chambers
IF} Response :
hen PM balanced yesterday; I advised him to leave the Cheque line in Declare
stock blank - i.e. not to put the ‘rest home’ cheque in there.
le did as advised - and the problem has gone away - Cheque line 2051 is zero;
cash line 2050 is £132293.61; which is what he declared.
Spoke to PM and explained that there is a new software problem; so that what
lhe has been doing for 2 years no longer works. He's happy with this. Also
spoke to the auditor who was onsite; explained that I had advised him not to
declare these cheques in this way - she confirmed that they should be put in
the suspense account; and said she would talk him through the procedures. She
laiso asked about another cheque which was not being handled correctly (not a
cheque received in payment nor a rest home cheque); I knew nothing about this
las the PM hadn't mentioned it.
[END OF REFERENCE 36982109]
Responded to call type L as Category 40 -Incident Under Investigation
Date:a5-gan-2004 12:58:44 User:Anne Chambers
[the response was delivered to: PowerHelp
Joate:15-dan-2004 14:32:04 User:Anne Chambers
New evidence added - Summary of cheque discrepancies
lew evidence added - Full messagestore
jbate:15-dan-2004 14:32:05 User:Anne Chambers
IF} Response
Information above has been emailed to Julie Welsh; who will pass it on to POL.
Please can EPOSS development have a look at this:
lat this site; since 3rd Dec (almost certainly as a result of the fixes in
OUNTER EPOSS 20 3); a discrepancy (gain) on cheques is written to the
wessagestore with Mode DDN. In fact 3 lines are written: product 2; -ve
lsalevalue; product 222; -ve salevalue; product 1; +ve salevalue (sum of the
other 2). Summary file shows these messages; and also what happened before
prd Dec.
this is a nasty problem as; if cheques continue to be declared each week on
the Declare Stock screen; the numbers keep doubling. However there is a
simple circumvention and; as they should not be declaring cheques in this
ay; it shouldn't have much impact. But I think it should be looked at and
resolved (any chance for S602?) - might be instances whre it really does
cause problems.
outing via QFP.
{END OF REFERENCE 36982993]
JDate:15-Jan-2004 14:32:06 User:Anne Chambers
Responded to call type L as Category 40 ~Incident Under Investigation
Jbate:15-dan-2004 14:32:10 User:Anne Chambers
[the response was delivered to: Powerllelp
jbate:15-Jan-2004 14:32:11 User:Anne Chambers
[the Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
lbate:45-dan-2004 14:49:06 User:Lionel Higman
the Call record has been assigned to the Team Member: Mark Scardifield
Jbate:15-Jan-2004 15:42:53 User:Matt Arris
[the Call record has been transferred to the Team: EPOSS-Dev
liours spent since call received: .3 hours
JDate:15-dan-2004 15:43:12 User:Matt Arris
[fhe Call record has been assigned to the Team Member: Martin McConnell
Hours spent since call received: .1 hours
jDate:16-Jan-2004 1.
IF) Response +
7:42 Uscr:Martin McConnell
jDate:16-Jan-2004 15:28:19 User:Martin McConnell
FUJ00120934
FUJ00120934
Fix for 57081 was to blame. Initilialisation of the session effect variable
ith clsStockFigure was not initialised (was moved from clsOutlet). Alas this
will affect products such as cheques with SE:Out when declared explicity.
code will take less than 1 day to code /unit test.
[END OF REFERENCE 37299768]
jbate:16-Jan-2004 15:28:40 User:Martin McConnell
Responded to call type L as Category 42 ~Product Error Diagnosed
jbate:16-Jan-2004 15:30:16 Us
[the response has been flagged to the gateway team for validation
tMartin McConnell
jbate:16-Jan-2004 15:31:12 User:Martin McConnell
IThe Call record has been assigned to the Team Member: Matt Arris
Defect cause updated to 14:Development - Code
ours spent since call received: 15 hours
JDate:46-dan-2004 16:33:04 Usor:Matt Arris
Ir can confirm Development can fix this bug at S60 provided we get the go
lshead this week (W/B 19/1/04). Can RMF please decide which release it wants a
fix in. SSC has asked for a fix at $60; so I guess it"s up to ITU whether it
jcan fit in the testing for this fix at S60.
Jbate:18-Tan-2004 16:33:21 User:Matt Arris
fhe Call record has been transferred to the Team: RelMngmntForum
Date:18-gan-2004 16:33:22 User:Matt Arris
Hours spent since call received: 1 hours
Jbate:49-Gan-2004 1:
kequest_ For Service
Phone
type
3:06 User:_Customer Call_
Date/Time Raised: 13/01/2004 15:23:52
Priority: B Contact Name: Andrew wise Contact
Diagnostician Name:
Ripdste Product serial No: Product sit:
Request Identifiers Originator: Phelp
£-0401130647 Consumer: 16953 AIGATE Consumer's reference: E-0401130647 Provider: PINICL Provider's
iginator
reference:
Date:49-Jan-2004 12:43:07 User:_Customer Call_
lPrescan: Assigning call to Anne Chambers in ESC.
Date:19-dan-2004 12:43:45 User: Customer Call_
Spoke to PM to get some more info (his number is "). Before he balances, he rems out his cheques (although sometimes 1
lor 2 more cheques are taken before he balances the SU). fie Declares Cash then Declares Stamps, then finally Declares Stock. On
the first Declare Stock line, he includes any ‘rest home’ cheques which he is holding. This results in a discrepancy between the
system cheque figure and the declared figure. Something has changed in the counter code recently (I think at COUNTER EPOSS 20 3,
Ireleased end Nov) which causes the discrepancy to be recorded wrongly, so the cheque discrepancy, instead of being cleared, is
Jaoubled, and the cash is also wrongly adjusted. However I think the PM should not be declaring his ‘rest home' cheques in this
jay, even if he has always done so - need to get advice on this or, preferably, get NBSC to explain what the proper procedure is.
lDate:19-Jan-2004 12:43:54 User:_Customer Call_
en PM balanced yesterday, I advised him to leave the Cheque line in Declare Stock blank - i.e. not to put the ‘rest home!
cheque in there. He did as advised - and the problem has gone away ~ Cheque line 2051 is zero, Cash line 2050 is £132293.61,
which is what he declared. Spoke to PM and explained that there is a new software problem, so that what he has been doing for 2
years no longer works. He's happy with this. Also spoke to the auditor who was onsite, explained that I had advised him not to
lieclare these cheques in this way - she confirmed that they should be put in the suspense account, and said she would talk him
through the procedures. She also asked about another cheque which was not being handled correctly (not a cheque received in
payment nor a rest home cheque); I knew nothing about this as the PM hadn't mentioned it.
bate:19-dan-2004 12:43:56 User: Customer Call_
Information above has been emailed to Julie Welsh, who will pass it on to POL. Please can EPOSS development have a look at this:
t this site, since 3rd Dec (almost certainly as a result of the fixes in COUNTER POSS 20 3), a discrepancy (gain) on cheques is
ritten to the messagestore with Mode DDN. In fact 3 lines are written: product 2, -ve salevalue; product 222, -ve salevalue;
jproduct 1, #ve salevalue (sum of the other 2). Summary file shows these messages, and also what happened before 3rd Dec. This is
Ja nasty problem as, if cheques continue to be declared each week on the Declare Stock screen, the numbers keep doubling. However
there is a simple circumvention and, as they should not be declaring cheques in this way, it shouldn't have much impact. But 1
think it should be looked at and resolved (any chance for $602?) - might be instances whre it really does cause problems. Routing
via QFP.
bate:19-dan-2004 12:50:37 User: Customer Call.
Fix for 97081 was to blame. Initilialisation of the session effect variable with clsStockFigure was not initialised (was moved
from clsOutlet). Alas this will affect products such as cheques with SE:Out when declared explicity. Code will take less than 1
FUJ00120934
FUJ00120934
fay to code /unit test.
Jbate:20-Jan-2004 14:31:00 User:Martin McConnell
It'd like to add that this can occur when a clerk declares any cheque short of
What the system has calculated; the fact that the clerk/PM in this instance
Was going against normal procedure is irrelevant. Multiply this potentially
several thousands of times over there could be an awful lot of ‘repair’ work
to do when S50R kicks in for real.
pate:27-Jan-2004 10:16:14 User: Tyrone Cozens
Requires further discussion with Debbie Richardson and Mik Peach, with
jregards to the target release this should be authorised for.
bate:29-dan-2004 11:19:52 User:Lionel Higman
the call TargetRelease has been changed from
lst_3S50R-Provisional
the call TargetRelease is now:-
Ist_3s60
jDate:29-an-2004 11:20:16 Uscr:Bionel Higman
the Call References have been updated. They are now
PowerHelp : £-0401130647
ther : $60 PinICL Pack
[Date:29-dan-2004 1:
the Call record has been assigned to the Team Member
Mark Scardifield
Date:29-Jan-2004 11:22:03 User:Lionel Higman
ffarget release agreed between development, test and live support.
Jbate:29-Jan-2004 11:35:21 User:Matt Arris
[fhe Call record has been assigned to the Team Member: Martin McConnell
Date:29-dan-2004 14:06:55 Uscr:Martin McConnell
IF}. Response
la fix is available in S60 stream to build
(END OF REFERENCE 37479926]
lkesponse code to call type L as Category 46
Hours spent since call received: 0 hours
jate:29-Jan-2004 14:07:13 Uscr:Martin McConnell
[the Call record has been assigned to the Team Member: Geoff Thomas
[Date:16-Feb-2004 16:36:46 Uscr:Geoff Thomas
Fix now on DeLY Rigs.
Date:16-Feb-2004 16:36:55 User:Geoff Thomas
[the Call record has been transferred to the team: AP System Test
Date:20-Feb-2004 13:41:10 Uscr:dulie Havard
20/02/2004 13:39:01 ~ By Julie Havard
outed to me by Geoff, by mistake. Routing back to Geoff as per his request.
Jbate:20-Feb-2004 13:41:12 User:Julie Havard
[the Call record has been transferred to the Team
Hours spent since call received: .1 hours
POSS-Rel
Date: 20-Feb-2004 13:53:10 User:Geoff Thomas
[fhe Call References have been updated. They are now
RIGINATOR : Phelp
PowerHelp : E-0401130647
ther : S60 PinICL Pack
Fix released in WP17829, BI3S60.
JDate:20-Feb-2004 13:57:25 Uscr:Geoff Thomas
[the Call record has been transferred to the team: Dev-Int-Rel
FUJ00120934
FUJ00120934
JDate:05-Max-2004 09:31:16 User:Brian Bradley
the call references have been updated. They are now:
ORIGINATOR : Phelp
lPowerHelp : E-0401130647
ther : S60 PinICL Pack
jork Package : PHY WP 17829
{t Other : COUNTER S60 _vo01-voo0
Date: 05-Mar-2004 09:31:19 User:Brian Bradley
Ir) Response :
[Date:05-Mar-2004 09:31:20 User:Brian Bradley
fast-track released, please re-test
[END OF REFERENCE 37765312]
jDate:05-Mar-2004 09:31:22 Uscr:Brian Bradley
Responded to call type L as Category 46 -Product Error Fixed
Date: 05-Mar-2004 09:31:23 User:Brian Bradley
Ithe response has been flagged to the gateway team for validation
[the Call record has been transferred to the Team: ITU SV&I
Date:05-Max-2004 09:31:24 User:Brian Bradley
ours spent since call received: 0 hours
Date:05-Mar-2004 10:07:29 User: Customer Call_
rast-track released, please re-test
Jat e:20-Mar-2004 10:16:30 Usecr:Chris Hawkes
IF} Response :
Administrative closure for OTI switch.
[END OF REFERENCE 37883369]
Responded to call type L as Category 68 -Administrative Response
Hours spent since call received: 0 hours
JDate:20-Mar-2004 10:16:32 Uscr:Chris Hawkes
CALL PC0098230 closed: Category 68, Type L
[fhe response was delivered to: Powertelp
Date:20-Mar-2004 11:57:54 User: Customer Call_
Jpate and time complete: 20/03/2004 10:48:37
service Complete (Confirmation) Received
Date:22-Mar-2004 09:08:14 User: Customer Call_
emery
20/03/04 10:48 PINICL
IREASSIGN: OTI monitor reassigned this call from PINICL to the Action Group
liSH1 as directed by the OfTReturn activity
22/03/04 08:46 uk081610
IREASSIGN: Call # E-0401130647 was Reassigned from Group HSH1 to Jane
kastenhofer, Group HSH1
22/03/04 09:05 SYSADM
lkeopen OPI: Automatic Re-Open OTT
**updated by Tina Wigens at 22/03/04 09:05:49
22/03/04 09:05 uk081610
IREASSIGN: Call # E-0401130647 was Reassigned from Jane Kastenhofer,
croup HSH1 to Group EDSC1
bate:22-Mar-2004 09:08:14 User:_Customer Call_
CALL PC0098230 reopened by Customer Call_
lDate:22-Mar-2004 09:13:53 User: Customer Call_
\dministrative closure for OTI switch.
[Date:22-Mar-2004 0:
7:08 Uscr:Chris Hawkes
FUJ00120934
FUJ00120934
fhe Call vecord has been transferred to the team: 1710 SVaT
progress was delivered to Powerhelp
bate: 29-Mar-2004 12:27:58 User: Customer Call_
lemp'y 29/03/04 12:26 uk951566 HSH8 Repeat Call: RLM phoning, requests to
speak to Jane as was dealing with
this call previously 29/03/04 12:27 uk951566 HSH@ Information: spoke to
Jane, transferred RLM
Date: 29-Mar-2004 12:31:32 User: Customer Call_
leMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
29/03/04 12:29 uk951450 HSH1 Information: Have spoken to Phil and
jadvised that I will call him back
bate: 29-Mar-2004 13:03:55 User: Customer Call_
leMpTY EMPTY EMPTY OTI Astea OTT Success: An add has been sent to PINICL
29/03/04 12:58 uk951450 HSH1 Information: Have contacted Phil and gone
[through the findings of ssc.
hil needed this information for a disciplinary with the PM
tomorrow. Advised Phil that this is basically user error
land 3rd line had advised the PM of correct procedures
Jbate:12-May-2004 11:07:07 User:Simon Vaughan
lkaph, can you retest this? Speak to Billie as she may have some scripted
tests for this.
JDate:12-May-2004 11:07:12 User:Simon Vaughan
fhe Call record has been assigned to the Team Member: Raphael Howley
Progress was delivered to Powerhelp
loate:27-May-2004 13:46:54 Uscr:Raphael Howley
ested on BIC3 fad 183611 20 counter.
unt balancing - cheque was declared in stock declaration, and was not
Jallowed to progres on through balancing as there should be no cheques in
stock declaration.
(fhe call will now be closed.
Date:27-May-2004 13:48:05 Uscr:Raphael Howley
fhe Call record has been assigned to the Team Member: Simon Vaughan
progress was delivered to Powerhelp
jate:27-May-2004 15:11:42 Uscr:Simon Vaughan
Lionel, this can be closed (successfully re-tested)
bate:27-May-2004 15:11:46 User:Simon Vaughan
the Call record has been transferred to the team: QFP
Progress was delivered to Powerhelp
Date:27-May-2004 15:13:39 Uscr:bionel Higman
[Start of Response]
Fix tested as clearing reported roblem.
[END OF REFERENCE 38115255]
Ikesponse code to call type L as Category 46
Hours spent since call received: 0 hours
Date: 27-May-2004 1
[Start of Response]
Fix tested at S60 as clearing reported problem.
(END OF REFERENCE 38115262]
lzesponse code to call type L as Category 74
Hours spent since call received: 0 hours
4:17 User:Lionel Higman
Date:27-May-2004 15:18:25 User:Barbara Longley
Product. EPOSS & DeskTop Balancing added.
Oate:27-May-2004 15:18:27 User:Barbara Longley
product EPOSS & DeskTop Balancing updated to Subject.
FUJ00120934
FUJ00120934
fbate:27-May-2004 15:18:48 Uscr:Barbara Longley
[Start of Response]
Date: 2004-05-27 15:14:17.947
lUser:Lionel Higman ~ QFP
closing as 74 - Fix at Future Release.
[END OF REFERENCE 38115356]
lkesponse code to call type L as Category 74
service Response was delivered to Powerhelp
Hours spent since call received: 0 hours
rix tested at S60 as clearing reported problem.
Date: 27-May-2004 15:18:48 Uscr:Barbara Longley
CALL PC0098230 closed: Category 74 Type L.
jbate:27-May-2004 15:20:15 User: Customer Call_
consumer Phelp has received the call closure
EPOSS & DeskTop -- Balancing (version unspecified)
Root Cause Development - Code
Logger _Customer Call_ -- EDSC
Subject Product
Assignee _Customer Call_ -- EDSC
Last Progress
27-May-2004 15:20 -- Customer Call_