FUJ00146165
FUJ00146165
Peak Incident Management System
Call Reference PC0099954 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- BI_3SS0R-Provisional Top Ref E-0402251077
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- Advice and guidance given
Target Date 01/03/2004 Effort (Man Days) 0
Summary FAD213337 - large discrepencies each week
Progress Narrative
fDate:25-Feb-2004 18:19:13 User: Customer Call_
ALL PCO099954 opened
Date: 25-Feb-2004 18:19:19 User: Customer Call_
CALL PC0099954:Priority B:CallType L - Target 01/03/2004 18:19:13
25/02/2004 17:33 pm reporting that they are getting large descpencies for the
last few weeks.
25/02/2004 17:36 uk081216
contacted: looking at closed calls for this site , there have been a
Jrumber of calls logged regarding descrepencies.
INBSc have been in contact with the pm and can not find any
user error.
[25/02/2004 17:37 uk081216
contacted: spoke to Sandra @ NBSC on
checked tivoli events and health checks
site is health checking ok.
25/02/2004 17:39 uk081216
information: Critical event seen @ 13..00.36 18/02/2004 on 121333700101
Jregarding this issue.
JDate:25-Feb-2004 16:19:20 User: Customer Call_
stating ‘Error message. An error has occurred = see the
ludit
lLog!
[25/02/2004 17:40 uk081216
KEL Ref No.: KEL Reference: Stephenson5é630V
25/02/2004 17:40 uk081216
information: Downloading event logs for progression
415380 application, 415382 system & 415382 Secuirty
25/02/2004 18:07 uk081216
information: Previous history in calls e-0402130267, e-0401290358,
le-0401280325, e-0402250553, e-0402250454
25/02/2004 18:09 uk081216
contacted: 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.
25/02/2004 18:11 uk081216
[Information: user n CTH GROF
lother bal users LCNgRol and LCAG
stock unit aa
balance on wednesday after 17.30
[25/02/2004 18:14 uk081216
lecommend: could ssc please investigate why this P.o is experiencing
large descrepencies ever since BT engineer has moved BT box
lin preperation for ADSL install.
el ref given as possible problem.
BSC have said there is no user error.
[thank you
25/02/2004 18:16 SYSADM
pen OTI: Automatic Open OTI
**Updated by Kuljinder Bhachu at 25/02/2004 18:16:44
[25/02/2004 18:16 uk081216
IREASSIGN: Call # E-0402251077 was Reassigned from Kuljinder Bhachu,
sroup HSH6 to Group EDSC1
IF} Call details
Jbatc:25-Feb-2004 18:19:21 User: _Customer Call_
[Diagnostician nam
bate: 25-Feb-2004 18:19:22 User: Customer Call_
customer opened date 25/02/2004 17:33:19
: B Contact Name: Kuli Contact Phone
Product Type:
FUJ00146165
FUJ00146165
PATICIXS65/4008 Product Serial No: Product Site: 215337
Request Identifiers Originator
£-0402251077 Provider: PINIC
Phelp.
16953 AIGATE Consumer Provider's
riginator's referen 3 referenc
reference:
Date: 26-Feb-2004 09:41:51 User:Barbara Longley
target Release updated to BI_3S50R-Provisional
Product EPOSS & DeskTop added
Date:26-Feb-2004 09:41:54 User:Barbara Longley
Ir) Response :
Prescan: Assigning call to Anne Chambers in EDSC.
[END OF REFERENCE 37684143]
Responded to call type L as Category 40 -Incident Under Investigation
Date:26-Feb-2004 09:41:56 Uscr:Barbara Longley
[the response was delivered to: PowerHlelp
JDate:26-Feb-2004 0:
[the Call re
(1:57 User:Barbara Longley
rd has been assigned to the Team Member: Anne Chambers
bate: 26-Feb-2004 09:41:58 User:Barbara Longley
Defect cause updated to 99:General ~ Unknown
Hours spent since call received: 0 hours
Date:26-Feb-2004 10:07:57 User:_Customer Call_
lPrescan: Assigning call to Anne Chambers in EDSC.
Date: 26-Feb-2004 10:17:05 User:Anne Chambers
the call summary has been changed from:-
m reporting that they are getting large descpenci
the call summary is now:
FAD213337 - large discrepencies each week
JDate:26-Feb-2004 1:
lz) Response :
2:47 User:Anne Chambers
Date: 26-Feb-2004 13:12:48 User:Anne Chambers
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
lover the estate that night as a result of a faulty software fix, and has
nothing to do with the discrepancies.
[END OF REFERENCE 37687957]
Responded to call type L as Category 40 -Incident Under Investigation
jDate:26-Feb-2004 13:12:50 Uscr:Anne Chambers
the response was delivered to: PowerHelp
lOate: 26-Feb-2004 14:08:55 User: Customer Call_
El. quoted is irrelevant - if the audit log had been checked, it would have shown a different error message. The event was part
lof a storm which occurred over the estate that night as a result of a faulty software fix, and has nothing to do with the
Jaiscrepancies.
bate: 26-Feb-2004 15:16:54 User:Anne Chambers
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.
ccasionally 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
lastray from what has been recorded on the system). It is possible that they
Jare 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
lit 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
nave recorded on the system and the cash they have declared, and are not
being caused by the software or hardware.
FUJ00146165
FUJ00146165
TEND OF REFERENCE 37691107]
IF) Response :
It have checked various things on the system. All the internal reconciliation
Date: 26-Feb-2004 15:16:55 User:Anne Chambers
lresponded to call type L as Category 94 -Advice and guidance given
Date:26-Feb-2004 15:16:56 Uscr:Anne Chambers
tours spent since call received: 0 hours
lbefect cause updated to 42:Gen = Outside Pathway Control
jate:26-Feb-2004 15:17:03 User:Anne Chambers
CALL PC0099954 closed: Category 94, Type L
[fhe response was delivered to: PowerHelp
jDate:26-Feb-2004 15
bate and time complete: 26/02/2004 15:48
service Complete (Confirmation) Received
8:51 User: Customer Call_
6
bate: 26-Feb-2004 16:11:10 User: Customer Call_
Ir 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
lok, 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
lany 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.
Root Cause Gen - Outside Program Control
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 26-Feb-2004 16:11 -- Customer Call_