FUJ00122322
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Call Details E-0401280325 Page 1 of 1
x
PH4PatNWBO1
Post Office Account NWB01 Archive4.1 on msdcO1poadb02. 27/10/2005
hshpowermartt
Call E-0401280325 ©2002 Fujitsu Services Limited
Status: [Closed Opened: ] Wed 28 January 2004 14:13 Affected Site:[213337
Severity:[2 C Closed: I Wed 28 January 2004 11:21 FAD/Path Code:} 213337
Customer: [1039 No. Counters:[2
Priority:[0 Local / intermediate / Remote:IL ‘CSR/Team:] uk951563 / HSH2
cooniemomn
Caller: [Liam Phone: Site:]213337
Title: /PostMaster Login: Department:
Caller 1D: Location:
Call Problem Details
Product] Call Type:]x PrabType: [XI17 Problem:
Type:
Problem I Caller states that discrepencys are going through on the system. And this has been the case for 3 weeks in a row. Week
Text:I 1) £1103 down, Week 2: 4230.97 down. Week 3 (today): approx. £2500.
nessemsee
Call Closure Details
Closed: ]28/01/2004 11:24 I Cause:]om3__I Repair]R59__I Resolution: [RS14
Text: Call Close by Dane Meah: NBSC issue. Transfered for investigation.
nom
ome
Call Asset Details
Asset ID: Description: Serial No:
Product: INon Horizon Business Description: I Non Horizon business Server Name:
OTI Reference: Counter Affected:I1 Associated Reference:
Call Activity Log
OPEN —- Wed 28 January 2004 11:11 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:13
New call taken by Dane Meah: Caller states that discrepencys are going through on the system. And this has been the
case for 3 weeks in a row. Week 1: £1103 down. Week 2: 4230.97 down. Week 3 (today): approx. £2500.
linformation Wed 28 January 2004 11:16 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:16
Caller states that these discrepencys have been relevamt to the level of stock currently being held.
Advice Wed 28 January 2004 11:17 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:17
adv caller that this problem will need to be thoroughly investigated by NBSC before the issue can be investigated as a
software problem.
Information Wed 28 January 2004 11:20 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:20
transfered the caller to the NBSC so that the incident could be investigated further. é
CLOSE — Wed 28 January 2004 11:21 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:21
Call Close by Dane Meah: NBSC Issue. Transfered for investigation.
MODIFY Wed 28 January 2004 11:43 by uk059697 / HSH4 Saved: Wed 28 January 2004 11:43
Call information modified by Sandra Hawkins Product ID: from 'PATITH94PTR' to 'Non Horizon Business’ Prod. Descr.:
from" to 'Non Horizon business’
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Call Details E-0401290358 Page I of 1
I PH4PatNWB0t o 1
JPost Office Account NWB01 Archived.1 on msde01poadb02 27/10/2005 &
hshpowermartt i
Cail E-0401290358 ©2002 Fujitsu, Services Limited
Status: I Closed Opened] Thu 29 January 2004 10:26 ‘Affected Site:]213337
Severity:]2C Closed:I Thu 29 January 2004 10:34 FAD/Path Code:I213337
Customer: I 1039 No. Counters,42
0 Local / intermediate / Remote:IL 168082294 / HSHE
Caller:[Lee Phone: Site:I213397
Titie: I PostMaster Login: Department:
Caller 10: Location:
Call Problem Details
Product Gail Type:]X ProbT ype: IXI47 Problern:I
‘ypet
ProblemI pm reports the is having problems on his system connected to rems, every time he rems in it leaves him with a
Text:I discreapncy and he been to the nbsc and back to us and now wants his system investigating
cn
Cali Closure Details
Closed: [29/01/2004 10:31 I Cause:[om2 I Repair:]Rs9 I Resolution: [RS14
Text: I Call Close by Mary Rainbow: pm reports ongoing problems on system with discrepancies - pm transferred to nbsc for further
assistance
Call Asset Details
Asset (D: Description: Serial No:
Product: {Non Horizon Business Description: I Server Nam
OTi Reference: Counter Affected: I 1 Associated Reference:
Cail Activity Log
[OPEN Thu 29 January 2004 10:21 by GB082294 / HSH8 Saved: Thu 29 January 2004 10:26
New call taken by Mary Rainbow: pm reports the is having problems on his system connected to rems, every time he rems
in if leaves him with a discreapney and he been to the nbsc and back to us and now wants his system investigating
Advice Thu 29 January 2004 10:30 by GB082294 / HSH8 Saved: Thu 29 January 2004 10:30
advised the pm for this to happen he needs to re referred from the nbsc
information Thu 29 January 2004 10:30 by GB082204 / HSH8 Saved: Thu 29 January 2004 10:30
caller transferred to nbso
CLOSE Thu 29 January 2004 10:31 by GB082294 / HSH8 Saved: Thu 29 January 2004 10:31
Cali Close by Mary Rainbow: pm reports ongoing problems on system with discrepancies - pm transferred to nbsc for
further assistance
2
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Call Details E-0402130267 Page I of 2
3]
& PH4PatNWBO01
Post Office Account NWB01 Archived.1 on msde0'1poadb02” 27/40/2005 eS]
hshpowermartt a
Call E-0402130267
Status: [Closed (Opened: ] Fri 13 February 2004 10:46 Affected Site:I213337
Severity:[3 B Closed: [Fri 13 February 2004 12:02 FAD/Path Code: I213337
Customer: ]1039 No. Counters:I2
Priority: 0 Local/ Intermediate / Remote:[L CSR/Team:]UK951605 / HSH5
senonnanoinmactI
Caller Details...
Caller: [Lee Castleton Phones GRO I Site:]213337
Title: I PostMaster Login: . Department:
Caller ID: Location:
pores
Call Problem Details
Product] Call Type:[S ProbType:]SD13 Problem:
Type:
Problem] Marie @ NBSC - PM adv his system is doubling up cash declarations and cutting off cheques they still appear the next
Text:Iday
Call Closure Details
(Closed:] 13/02/2004 12:02 Cause[cas I Repair[RF1 I Resolution: [RS14
Text: I Call Close by Tony Law: PM states his checques keep carrying over from the day before. advised pm to call back if happens
again as only happened the once on the 1th and cannot chech event log to see if he cut off as pm rolled over since then. ref
2 coer coco
Call Asset Details
Asset ID: Description: Serial No:
Product: IEPOSS Description: I EPOSS Server Name:
OTI Reference: Counter Affected: 1 Associated Reference: Ih-130451200 0
Call Activity Log
IOPEN _Fri 13 February 2004 10:45 by UK951605 / HSHS Saved: Fri 13 February 2004 10:46
New call taken by Tony Law: Marie @ NBSC - PM adv his system is doubling up cash declarations and cutting off
cheques they still appear the next day
Information Fri 13 February 2004 10:48 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:48
NBSC adv they have: Checked that he is cutting everything off properly, cash figures are being done properly
Information Fri 13 February 2004 10:49 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:49
PM has insisted on a system check
MODIFY Fri 13 February 2004 10:50 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:54
Call information modified by Tony Law Associated Ref: from " to "h-13045120"
Information Fri 13 February 2004 10:51 by UK951605 / HSHS Saved: Fri 13 February 2004 10:51
Problem has been happenign for 5 weeks
Information Fri 13 February 2004 10:51 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:51
Everytime stock has been remmed in they have had a loss that night.
Information Fri 13 February 2004 10:51 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:51
Snapshots and txn logs agree with PM's figures
Information Fri 13 February 2004 10:52 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:52
ten logs, giro banks logs, reconcilations, Rems in/out, stock holding.
Information Fri 13 February 2004 10:53 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:53
PM adv there is a Sunday decs but no one is on site to do this on a Sunday.
Information Fri 13 February 2004 10:54 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:54
SU: AA Username: LCA001 Manifested: 5 weeks ago PM adv he did not rem in any stock last week and balanced
perfectly, every week hat he does rem stock in the balance is wrong
MODIFY Fri 13 February 2004 11:34 by UK951605 / HSH5 Saved: Fri 13 February 2004 11:54
Call information modified by Tony Law Associated Ref: from 'h-13045120' to 'h-130451200 0°
Escalate Fri 13 February 2004 11:54 by UK951605 / HSHS Saved: Fri 13 February 2004 11:54
escalated to heather dryden
Information Fri 13 February 2004 11:54 by UK951605 / HSHS Saved: Fri 13 February 2004 11:54
pm states on the cheques listing for the 11th it states all of cheques for the 10th as well. when i got him to go through his
checks pm sttaed this has happened more than once but when going thorugh his cheques it had actually happened just
the once. pm sttaed he was sure he cut off, so advised i would log all details and to call back if happens again.
ICLOSE Fri 13 February 2004 12:02 by UK951605 / HSH5 Saved: Fri 13 February 2004 12:02
Call Close by Tony Law: PM states his checques keep carrying over from the day before. advised pm to call back if
happens again as only happened the once on the 11th and cannot chech event log to see if he cut off as pm rolled over
3
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Call Details E-0402130267 Page 2 of 2
since then. ref given to pm to call back.
IMODIFY Mon 16 February 2004 09:51 by 062457 / HSH4 Saved: Mon 16 February 2004 09:53.
Call information modified by Elizabeth Smith Call Type: from 'X' to 'S' Cause: from 'CM2' to ‘CQS' Product ID: from ‘Non
Horizon Business’ to 'EPOSS' Repair: from 'R74' to 'RF1' Severity: from '2' to ‘3' ...etc.
uy
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i
I
FUJ00122322
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Call E-0402180803 2002 Ful ices Limited
Product
New cail taken by Adam Morris: At approx 1300, The Live TEC was borought down due to an event storm.(1000 events in 30 mins
‘These events were from a number of FAD's - “An error has occured - see auuit log for details" Source CASEPOSSDailyRecon, KEL
Information Wed 18 February 2004 14:40 by uk081617 / SMC1
i le FAD H12712900101 - 14 day a Ik
REASSIGN
By John Ballantyne at 18-feb-2004 17:25:00 Category 40 - incident Linder investigation Audit entry shows 'DR:LocateEPOSSProduct
Error - This key is already associated with an element of this collection’
FUJ00122322
FUJ00122322
_OTI Success
[An add has been sent to PINICL
“ISaved: Wed 18 February 2004 1
40 - Incident Under Investigation Attaching evidence
UPDATE [Wed 18 February 2004 19:06 by PINICL
[Bi John Ballantyne at 18-feb-2004 19:03:00 Categ
ieee
Unformation IWed
Neil From Cfm3 Called to inform us e-pay informed us for information only as the problem is on there side. Cfm3 confirmed no
roblems within our dom: med POA DM and SMC DI
i
‘Saved: Wed 18 February 2004 21
By John Ballantyne at 19-feb-2004 09:59:00 Category 40 - Incident Under Investigation With the application of product
I CNTR_EPOSS_SCHED 20_1 currently at 7000 Oulets 36% of these the gateways are calling home with a critical event ‘An error has
‘occurred - see audit log for detalls'. Date Events Outlets 2004-Feb-03 3 0 2004-Feb-05 2 39 39 5.13% 2004-Feb-06 11 39 28.21%
'2004-Feb-07 7 1 40 17.50% 2004-Feb-09 8 40 20.00% 2004-Feb-10 9 40 22.50% 2004-Feb-11 9 40 22.50% 2004-Feb-12 9 40
'22.50% 2004-Feb-13 10 40 25.00% 2004-Feb-14 6 40 15.00% 2004-Feb-15 0 3189 3229 0.00% 2004-Feb-16 1505 784 4013,
37.50% 2004-Feb-17 1395 1 4014 34.75% 2004-Feb-18 2515 2877 6891 36.50% We believe this is product related hence we are not!
‘seeing all offices calling in every day.
\REASSIGN
[The product CNTR_E EPOSS § SCHED was regressed from all the counters iat seceved 1@ product & a new version has been
which will target the live estate this weekend, call be cl
CLOSE TFs 05 March 2004 17:22 by GBOE GB062474 / SMC1
FUJ00122322
FUJ00122322
[Call Close by David Hunter: closing cail
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Call Details E-0402250454 Page 1 of 2
I & PH4PatNWBO1 on
L bea Office Account NWB01 Archive4.1 on msdc01poadb02 27/10/2005
hshpowermartt
Call E-0402250454 ©2002 Fujitsu Se
Status:[Closed Opened: ]Wed 25 February 2004 11:03 Affected Site: [213337
Severity:[3 8 Closed: I Wed 25 February 2004 11:33, FAD/Path Code:I213337
Customer:[1039 No, Counters:]2
Priority:[0 Local / Intermediate / Remote:]L CSR/Team:]GB082294 / HSH8
Caller: [Christine Phone:! i Site: [213337
Title:] Clerk Login: Department:
Caller 1D: Location:
Call Problem Details
Product] Call Type:]S ProbType:]$D13 Problem:
Type:
Problem I clerk reports that they have been having problems on the system when balancing that seems to be related to stock
Text:Iremmed in through the week
Call Closure Details
Closed:]25/02/2004 11:33 I Cause:[cas I Repair:[RF1 I Resolution: [RS14
Text: I Call Close by Mary Rainbow: clerk reports problems with the balance that appear to be linked to stock remmed in - clerk will
call back tonight if further assistance required
Call Asset Details
Asset ID: Description Serial No:
Product:[Riposte Description: Server Name:
OT! Reference: Counter Affected: I 1 Associated Reference:
Call Activity Log
OPEN — Wed 25 February 2004 10:44 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:03
New call taken by Mary Rainbow: clerk reports that they have been having problems on the system when balancing that
seems to be related to stock remmed in through the week
Information Wed 25 February 2004 11:22 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:22
clerk reports that over the past seven weeks they have had losses every week, at one point they had a problem with cash
‘on hand but they was found to be a issue with id numbers and has been resolved
information Wed 25 February 2004 11:24 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:24
clerk reports that last week when they rolled over they put a loss into suspense account and then took the unit back to trial
balance and came out with a zero net discprency to start the new cap with
Information Wed 25 February 2004 11:25 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:25
clerk reports that she printed a balance snap shot on monday and all looked okay but since then they have remmed in
some stock which appears to have given then a loss
Advice Wed 25 February 2004 11:26 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:26
advised the clerk that she will need to check her stock position for last week and then check her rems in summary, this will
give her the stock she should be holding, thjis figure can then be compared with the stock showing in adjust stock and this
will highlight any problems with stock on hand
Advice © Wed 25 February 2004 11:27 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:27
clerk reports that they were told that checks would be made on the system but she is unsure if this information came from
nbsc or hsh as she has no names of ref numbers
IAdvice — Wed 25 February 2004 11:28 by GB082294/ HSH8 Saved: Wed 25 February 2004 11:28
advised the clerk that we need her to take the unit to trial balance this evening and come back before she rolls over so we
can take down any details she can give us
Information Wed 25 February 2004 11:29 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:29
clerk reports they usually perform the balance at about 17:30 or maybe before
Information Wed 25 February 2004 11:30 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:30
spoke to Matt Saunders and he suggests call should be passed to someone line Heather Dryden if clerk does call back
wanting further assistance
Isformation Wed 25 February 2004 11:31 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:31
the clerk reports they are working in a shared aa stock unit
Information Wed 25 February 2004 11:31 by GB082294 / HSH8 ‘Saved: Wed 25 February 2004 11:34
clerk to call back tonight if further assistance required
ICLEAR Wed 25 February 2004 11:32 by GB082294 / HSH Saved: Wed 25 February 2004 11:32
clerk to call back if further assistance required, call ref taken
ICLOSE Wed 25 February 2004 11:33 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:33
Call Close by Mary Rainbow: clerk reports problems with the balance that appear to be linked to stock remmed in - clerk
$
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\ will call back tonight if further assistance required II
A
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Call Details E-0402250553 Page 1 of 1
I
Ie post Office Account NWBO1 Archived.t on icone 27/10/2005
hshpowermartt
Call E-0402250553 ©2002 Fujitsu Services Limited
Status:IClosed Opened:IWed 25 February 2004 12:03 Affected Site: }213337
Severity:]2 C Closed: {Wed 25 February 2004 12:12 FAD/Path Code: I 213337,
Customer: }1039. No. Counters:I2
Priority-]0 Local / Intermediate / Remote:I[L ‘CSRiTeam:I GB082760 / HSH1
Caller: I Christine Phone: . Hi Site: ]213337
Title: I PostMaster Login: Department:
Caller ID: Location:
Call Problem Details
Product Type: Call Type:]x__I ProbType:[XI18 I Problem:I
Problem Text: INBSC - PM has called the NBSC regarding problems with her balance.
Call Closure Details
Closed: ]25/02/2004 12:12 I Cause:fom3 I Repair[R74 I Resolution: [RS14
Text: I Call Close by Robert Congerton: pmhtcc
om
Call Asset Details
Asset ID: Description: Serial No
Product:INon Horizon Business Description: I Non Horizon business Server Name:
OTI Reference: Counter Affected:I1 Associated Reference:
Call Activity Log
OPEN —- Wed 25 February 2004 11:56 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:03
New call taken by Robert Congerton: NBSC - PM has called the NBSC regarding problems with her balance.
information Wed 25 February 2004 12:09 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:09
PM called in at 11:03 today regarding problems with her balance. Advised NBSC that the agent advised the PM to call
back in tonight when they have a net discrepancy on the cash account.
CLEAR Wed 25 February 2004 12:12 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:12
pmhtec
ICLOSE —_ Wed 25 February 2004 12:12 by GB082760/ HSH1 Saved: Wed 25 February 2004 12:12
Call Close by Robert Congerton: pmhtcc
MODIFY Wed 25 February 2004 13:30 by uk059697 / HSH4 Saved: Wed 25 February 2004 13:31
Call information modified by Sandra Hawkins Cause: from 'CM1' to ‘CM3' Product ID: from 'EPOSS-Cash Account’ to ‘Non
Horizon Business’ Prod. Descr.: from " to ‘Non Horizon business’ Problem Type: from 'xI06' to "118"
IMODIFY Thu 26 February 2004 08:47 by GB082302 / HSH4 Saved: Thu 26 February 2004 08:47
Calll information modified by Kevin Brewer Repair: from 'R58' to 'R74"
(6)
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Call Details E-0402250553 Page 1 of 1
ost Office Account NWB01 Archive4.1 on rredctposdbos 2740/2005 [a
hshpowermartt
Call E-0402250553 Ful
Status:]Closed Opened: I Wed 25 February 2004 12:03 Affected Site:[213337
Severity:I2C Closed:IWed 25 February 2004 12:12 FAD/Path Code:I213337
Customer: I1039 No. Counters:[2
Priority:[0 Local Intermediate / Remote: CSR/Team: I GB082760 / HSH1
Caller Details ~
Caller:I Christine Phone:It_ Site:]213337
Title: IPostMaster Login: Department:
Caller 1D: Location
ommmnnnm
Call Problem Details
Product Type: Call Type]x _I ProbType:IXI18 I Problem
Problem Text: I[NBSC - PM has called the NBSC regarding problems with her balance.
Call Closure Details
Closed: [25/02/2004 12:12 I Cause:[cm3__I Repair [R74 _I Resolution: [RS14
Text: I Call Close by Robert Congerton: pmhtcc
oe
Cail Asset Details
Asset 1D: Description: Serial No:
Product: [Non Horizon Business Description: [Non Horizon business Server Name:
‘OTI Reference: Counter Affected:I1 Associated Reference:
Call Activity Log
IOPEN Wed 25 February 2004 11:56 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:03
New call taken by Robert Congerton: NBSC - PM has called the NBSC regarding problems with her balance.
Information Wed 25 February 2004 12:09 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:09
PM called in at 11:03 today regarding problems with her balance. Advised NBSC that the agent advised the PM to call
back in tonight when they have a net discrepancy on the cash account.
CLEAR — Wed 25 February 2004 12:12 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:12
pmhtec
CLOSE Wed 25 February 2004 12:12 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:12
Call Close by Robert Congerton: pmhtec
IMODIFY Wed 25 February 2004 13:30 by uk059697 / HSH4 Saved: Wed 25 February 2004 13:31
Calll information modified by Sandra Hawkins Cause: from 'CM1" to 'CM3' Product ID: from 'EPOSS-Cash Account’ to 'Non
Horizon Business’ Prod. Descr.: from " to ‘Non Horizon business’ Problem Type: from 'XI06' to 'XI18"
MODIFY Thu 26 February 2004 08:47 by GB082302 / HSH4 Saved: Thu 26 February 2004 08:47
Call information modified by Kevin Brewer Repair: from 'R58' to 'R74’
\\
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[ I —
i PH4PatNwB01
Post Office Account NWBO01 Archive4.1 on mmedcO1poadb02 27/40/2005 fl
hshpowermartt
Call E-0402251011 ©2002 Fujitsu Services Limited
Status: [Closed Opened: I Wed 25 February 2004 16:56 Affected Site:]213337
Severity:[3 B Closed: I Thu 26 February 2004 12:45 FAD/Path Code: I PATHO22
Customer: I PATHWAY No. Counters: }2
Priority:[0 Local / Intermediate / Remote: CSR/Team: I uk081265 / SMC1
Caller: [Niall Vincent Phone: i [213337
Title: I SMC Login: Department:
Caller 1D: Location
_nenthaci sox
Call Problem Details
Product] PT03 Call Type:]S ProbType:I$D11 Problem:
Type:
Problem I Critical event seen @ 13..00.36 18/02/04 on H21333700101 stating 'Error message. An error has occurred = see the
Text: [audit log’
co
Call Closure Details
(Closed: I 26/02/2004 12:45 I Cause:[c21__I Repair:[RC8__I Resolution: [RS08
Text:I Call Close by David Martin: HSH have logged cal! E-0402251077 and progressed call to SSC - no further action for SMC so
closing call, no aciton taken.
ome
a sores
Call Asset Details
Asset ID: Description: Serial No:
Product: I PATICLX365/400B Deseription:I Multi Counter Gateway 400 - Live PO Sites Server Name:
OTI Reference: Counter Affected: I 1 Associated Reference:
Call Activity Log
JOPEN Wed 25 February 2004 16:53 by uk084204 / SMC1 Saved: Wed 25 February 2004 16:56
New call taken by Niall Vincent: Critical event seen @ 13..00.36 18/02/04 on H21333700101 stating Error
message. An error has occurred = see the audit log’
KEL RefNo. Wed 25 February 2004 16:58 by uk084204 / SMC1 Saved: Wed 25 February 2004 16:58
KEL Reference: Stephenson5630V
information Wed 25 February 2004 17:00 by uk084204 / SMC1 Saved: Wed 25 February 2004 17:00
Downloading event logs for progression 415380 application, 415382 system & 415382 Secuirly
IREASSIGN — Wed 25 February 2004 17:11 by uk084204 / SMC1 Saved: Wed 25 February 2004 17:12
Call # E-0402251011 was Reassigned from Niall Vincent, Group SMC1 to Kuljinder Bhachu, Group HSH6
lOPEN_CALL_TS Thu 26 February 2004 09:26 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:27
Open Calls Troubleshoot (Affected Site:213337)
IOPEN_CALL_TS Thu 26 February 2004 09:28 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:29
Open Calls Troubleshoot (Affected Site:213337)
information Thu 26 February 2004 09:35 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:35
‘SMC, I have raised a FAD FAD call for this site that ha been progressed to EDSC as the P.O had been
experiencing large descrepencies. you may want to close this call. Spoke to Dave G. Neil Vincent also aware of this
call. Cheers.
IREASSIGN Thu 26 February 2004 09:40 by uk081216 / HSH6 ‘Saved: Thu 26 February 2004 09:40
Call # £-0402251011 was Reassigned from Kuljinder Bhachu, Group HSH6 to Group SMC‘ voiced Dave G.
IREASSIGN Thu 26 February 2004 11:42 by uk084203 / SMC1 Saved: Thu 26 February 2004 11:42
Call # -0402251011 was Reassigned from Group SMC‘ to David Martin, Group SMC1
IOPEN_CALL_TS Thu 26 February 2004 12:21 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:22
Open Calis Troubleshoot (Affected Site:213337)
IOPEN_CALL_TS Thu 26 February 2004 12:40 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:40
Open Calls Troubleshoot (Affected Site:213337)
OPEN_CALL_TS Thu 26 February 2004 12:44 by uk081265 / SMC1 ‘Saved: Thu 26 February 2004 12:44
Open Calls Troubleshoot (Affected Site:213337)
CLEAR Thu 26 February 2004 12:44 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:44
HSH have logged call E-0402251077 and progressed call to SSC - no further action for SMC so closing call, no
aciton taken.
ICLOSE Thu 26 February 2004 12:45 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:45
Call Close by David Martin: HSH have logged call E-0402251077 and progressed call to SSC - no further action for
SMC so closing call, no aciton taken.
MODIFY Mon 01 March 2004 11:33 by uk059697 / HSH4 Saved: Mon 01 March 2004 11:33
i?
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I Call information modified by Sandra Hawkins Resolution Method: from 'RS05' to 'RS08" ]
‘3
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Call Details E-0402251077 Page 1 of 2
PH4PatNWBO1 on
Post Office Account NWB01 Archived.1 on msdc0tpoadb02 27/40/2005 &]
hshpowermartt
Call E-0402251077 ©2002 Fujitsu Services Limited
Status: I Closed ‘Opened: Wed 25 February 2004 17:33 Affected Site:] 213337
Severity:[3B Closed: I Sat 28 February 2004 11:32 FAD/Path Code:]213337
Customer: 1039 No. Counters:I2
Priority:[0 Local / intermediate / Remote: L CSR/Team:]uk081216 / HSH6
ponennnne aller Retails
Caller:I Kuli Phone GRO ! Site: ]213337
Title: Login: _ Department:
Caller 1D: Location:
Call Problem Details
Product Type:I PTO3 I Call Type:]S_I ProbType:I$D13 I Problem:
Problem Text:I pm reporting that they are getting large descpencies for the last few weeks.
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Call Closure Details
(Closed:] 28/02/2004 11:32 I Cause:]ces I Repair: )R74__I Resolution: [RS13
Text:I Call Close by Kuljinder Bhachu: sussanna has spoken to the pm, explained that there was no software problem found.
Iexplained that this office has been alerted to julie welsh for the descrepencies problem. pmhtcc.
ccenscns oucoman
Call Asset Details
Asset ID: Deseription: Serial No:
Product: I PATICLX365/400B Description: [Multi Counter Gateway 400 - Live PO Sites Server Name:
OTI Reference: IPC0099954 Counter Affected:I1 Associated Reference
Call Activity Log
IOPEN Wed 25 February 2004 17:30 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:33
New call taken by Kuljinder Bhachu: pm reporting that they are getting large descpencies for the last few weeks.
Contacted Wed 25 February 2004 17:36 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:36
ooking at closed calls for this site , there have been a number of calls logged regarding descrepencies. NBSc have
been in contact with the pm and can not find any user error.
IContacted Wed 25 February 2004 17:37 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:37
spoke to Sandra @ NBSC on 01226274511 regarding this issue. Checked tivoll events and health checked. Site is
health checking ok.
Information Wed 25 February 2004 17:39 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:39
Critical event seen @ 13..00.36 18/02/04 on H21333700101 stating ‘Error message. An error has occurred = see the
audit tog’
KEL Ref No. Wed 25 February 2004 17:40 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:40
KEL Reference: Stephenson5630V
Information Wed 25 February 2004 17:40 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:40
Downloading event logs for progression 415380 application, 415382 system & 415382 Secuirty
Information Wed 25 February 2004 18:07 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:07
Previous history in calls ¢-0402130267; e-0401290358; e-0401260325; e-0402250553; e-0402250454
Contacted Wed 25 February 2004 18:09 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:09
spoke to pm, who advises that the problem with the CA started ever since the BT engineer came to move the BT box for
the preperation for the installation of ADSL.
Information Wed 25 February 2004 18:11 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:14
user name CTRO01 and CRT002 Other bal users LCA001 and LCA002 stock unit aa balance on wednesday after 17.30
Recommend Wed 25 February 2004 18:14 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:14
could ssc please investigate why this P.o is experiencing large descrepencies ever since BT engineer has moved BT
box in preperation for ADSL install. Kel ref given as possible problem. NBSC have said there is no user error. Thank you
(Open OT! Wed 25 February 2004 18:16 by SYSADM / ASTEA Saved: Wed 25 February 2004 18:16
Automatic Open OT! ***Updated by Kuljinder Bhachu at 25/02/2004 18:16:44
IREASSIGN Wed 25 February 2004 18:16 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:16
Call # E-0402251077 was Reassigned from Kuljinder Bhachu, Group HSHE to Group EDSC1
OTI Success New call sent to PINICL
OT! Success Received an Acknowledgement from PINICL PINICL call number is PCO0099954
UPDATE Thu 26 February 2004 09:48 by PINICL/ Saved: Thu 26 February 2004 09:48
By Barbara Longley at 26-feb-2004 09:41:00 Category 40 - Incident Under Investigation Prescan: Assigning call to Anne
Chambers in EDSC.
UPDATE — Thu 26 February 2004 14:24 by PINICL/ Saved: Thu 26 February 2004 14:24
\Y4
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Call Details E-0402251077 Page 2 of 2
By Anne Chambers at 26-feb-2004 13:12:00 Category 40 - Incident Under Investigation KEL quoted is irrelevant - if the
audit log had been checked, it would have shown a different error message. The event was part of a storm which
occurred over the estate that night as a result of a faulty software fix, and has nothing to do with the discrepancies.
lOTI_CLOSE Thu 26 February 2004 15:48 by PINICL / Saved: Thu 26 February 2004 15:48
NO TRANSACTION DATE AND TIME WAS PROVIDED FOR THIS ACTION USING CURRENT DATE AND TIME By
‘Anne Chambers at 26-feb-2004 15:16:00 Category 94 - Advice and guidance given I have checked various things on the
system. All the internal reconciliation checks are ok. Cheques are being handled correctly (except for 10th Feb when the
clerk forgot to cut off the report - but this didn’t cause a discrepancy). Cash declarations look ok, they usually use drawer
id 11, Occasionally they have used a different drawer id, this can lead to amounts apparently doubling on the cash flow
report, and should be avoided, But again it will not cause a discrepancy. Checking the cash transactions on the system
against the declarations shows that they are not working particularly accurately (i.e. at the end of the day the cash they
declare in the drawer is tens, hundreds or thousands of pounds astray from what has been recorded on the system). It is
possible that they are not accurately recording all transactions on the system. There is no evidence whatsoever of any
system problem, I've mentioned this outlet to Julie Welsh (Customer Services) who will try to get POL to follow it up, but
in the meantime please tell the PM that we have investigated and the discrepancies are caused by the difference
between the transactions they have recorded on the system and the cash they have declared, and are not being caused
by the software or hardware.
IREASSIGN Thu 26 February 2004 15:48 by PINICL/ Saved: Thu 26 February 2004 15:48
OTI monitor reassigned this call from PINICL to the Action Group HSHG as directed by the OTIRetum activity
IOT! Success OTI monitor reassigned this call from PINICL to the Action Group HSH6 as directed by the OTIReturn activity
IOT! Success Received call closure from PINICL
Repeat Call Fri 27 February 2004 15:31 by uk952022 / HSHS Saved: Fri 27 February 2004 15:31
Pm is requesting update
IAdvice Fri 27 February 2004 15:32 by uk952022 / HSHS Saved: Fri 27 February 2004 15:32
Advised as per last narrative that there is no evidence to suggest the discrepencies are caused by h/w or s/w error.
IAdvice Fri 27 February 2004 15:34 by uk952022 / HSHS Saved: Fri 27 February 2004 15:34
‘Advised Pm as per last narrative that Julie Welsh (customer services) had been made aware of FAD and that she will try
and get POL to follow it up
linformation Sat 28 February 2004 11:26 by uk081216 / HSH6 Saved: Sat 28 February 2004 11:26
suzzanna has spoken to the pm, explained that there was no software problem found. explained that this office has been
alerted to julie welsh for the descrepencies problem. pmhtcc.
ICLEAR —_—Sat 28 February 2004 11:30 by uk081216 / HSH6 Saved: Sat 28 February 2004 11:30
suzzanna has spoken to the pm, explained that there was no software problem found. explained that this office has been
alerted to julie welsh for the descrepencies problem. pmhtec.
ICLOSE — Sat 28 February 2004 11:31 by uk081216 / HSH6 Saved: Sat 28 February 2004 11:32
Call Close by Kuljinder Bhachu: sussanna has spoken to the pm, explained that there was no software problem found.
explained that this office has been alerted to jutie welsh for the descrepencies problem. pmhtcc.
iS
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Richard,
I have had a chat with Anne, she used the message store viewing to
investigate this. If you want copies of extracts for the particular
incorrect declarations please submit an ad hoc request requesting this
information. Hope this helps, see below:
NO TRANSACTION DATE AND TIME WAS PROVIDED FOR THIS ACTION USING CURRENT
DATE
AND TIME By Anne Chambers at 26-feb-2004 15:16:00 Category 94 - Advice and
guidance given I have checked various things on the system. All the
internal
reconciliation checks are ok. Cheques are being handled correctly (except
for 10th Feb when the clerk forgot to cut off the report - but this didn't
cause a discrepancy). Cash declarations look ok, they usually use drawer id
11. Occasionally they have used a different drawer id, this can lead to
amounts apparently doubling on the cash flow report, and should be avoided.
But again it will not cause a discrepancy. Checking the cash transactions
on
the system against the declarations shows that they are not working
particularly accurately (i.e. at the end of the day the cash they declare
in
the drawer is tens, hundreds or thousands of pounds astray from what has
been recorded on the system). It is possible that they are not accurately
recording all transactions on the system. There is no evidence whatsoever
of
any system problem. I've mentioned this outlet to Julie Welsh (Customer
Services) who will try to get POL to follow it up, but in the meantime
please tell the PM that we have investigated and the discrepancies are
caused by the difference between the transactions they have recorded on the
system and the cash they have declared, and are not being caused by the
software or hardware,
Julie Welsh
Service Delivery Manager HSH
Business Service Management, Post Office Account
FUJITSU SERVICES
Lovelace Road
Bracknell
Berks
RG12 8SN
Tel:
Please note change of e mail address with effect from 1st April 2004 to:
julie.welshl@uk. fujitsu.com
Fujitsu Services Limited, Registered in England no 96056, Registered Office
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