FUJ00146176
FUJ00146176
Call E-0402251077 ©2002 Fujitsu Services
Status: ein] Wed 25 February 2004 17:33
Severity: (ee) Sat 28 February 2004 11:32 Customer: [REE]
Prorty: a (OS I uk081216 / HSHE
Caller Details
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Call Problem Detail
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Dies auc I pm reporting that they are getting large descpencies for the last few weeks.
Call Closure Details
(eee 28/02/2004 11:32 Cause: i Resolution: ERR)
{7.I 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
julie welsh for the descrepencies problem. pmhtec.
Call Asset Details
a seta No
dice Wes] PATICLX365/400B 2) Multi Counter Gateway 40( ive PO Sites Network ID:
Call Activity Log
OPEN 25 February 2004 17:30 by uk081216 / HSH6 Saved: 25 February 2004 17:33
New call taken by Kuljinder Bhachu: pm reporting that they are getting large descpencies for the last few weeks
IContacted 25 February 2004 17:36 by uk081216 / HSH6 Saved: 25 February 2004 17:36
looking 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 25 February 2004 17:37 by ul
6 Saved: 25 February 2004 17:37
spoke to Sandra @ NBSC ot {regarding this issue. Checked tivoli events and health checked. Site is health checking ok.
Information 25 February 2004 17:39 by uk081216 / HSH6 Saved: 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 log’
KEL Ref No. 25 February 2004 17:40 by uk081216 / HSH6 Saved: 25 February 2004 17:40
KEL Reference: Stephenson5630V
Information 25 February 2004 17:40 by uk081216 / HSH6 Saved: 25 February 2004 17:40
Downloading event logs for progression 415380 application, 415382 system & 415382 Secuirty
Information 25 February 2004 18:07 by uk081216 / HSH6 Saved: 25 February 2004 18:07
Previous history in calls e-0402130267; e-0401290358; e-0401280325; e-0402250553; e-0402250454
IContacted 25 February 2004 18:09 by uk081216 / HSH6 Saved: 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 25 February 2004 18:11 by uk081216 / HSH6 Saved: 25 February 2004 18:11
user name CTROO1 and CRT002 Other bal users LCA001 and LCA002 stock unit aa balance on wednesday after 17.30
Recommend 25 February 2004 18:14 by uk081216 / HSH6 Saved: 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 refI
given as possible problem. NBSC have said there is no user error. Thank you
lOpen OT! 25 February 2004 18:16 by SYSADM / ASTEA Saved: 25 February 2004 18:16
Automatic Open OT! ***Updated by Kuljinder Bhachu at 25/02/2004 18:16:44
IREASSIGN 25 February 2004 18:16 by uk081216 / HSH6 Saved: 25 February 2004 18:16
Call # E-0402251077 was Reassigned from Kuljinder Bhachu, Group HSH6 to Group EDSC1
lOTI Success by OTI/ Saved:
New call sent to PINICL
lOTI Success by OT! / Saved:
Received an Acknowledgement from PINICL PINICL call number is PC0099954
UPDATE 26 February 2004 09:48 by PINICL / Saved: 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.
IUPDATE 26 February 2004 14:24 by PINICL/ Saved: 26 February 2004 14:24
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 26 February 2004 15:48 by PINICL / Saved: 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 beI
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 26 February 2004 15:48 by PINICL/ Saved: 26 February 2004 15:48
OT! monitor reassigned this call from PINICL to the Action Group HSH6 as directed by the OTIReturn activity
JOTI Success by OT! / Saved:
FUJ00146176
FUJ00146176
OTI monitor reassigned this call from PINICL to the Action Group HSH6 as directed by the OT!Return activity
lOTI Success by OTI/ Saved:
Received call closure from PINICL
Repeat Call 27 February 2004 15:31 by uk952022/ HSH5 Saved: 27 February 2004 15:31
Pm is requesting update
IAdvice 27 February 2004 15:32 by uk952022/ HSH5 Saved: 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.
lAdvice 27 February 2004 15:34 by uk952022/ HSH Saved: 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
Information 28 February 2004 11:26 by uk081216 / HSH6 Saved: 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 —-28 February 2004 11:30 by uk081216 / HSH6 Saved: 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. pmhtcc.
ICLOSE —-28 February 2004 11:31 by uk081216 / HSH6 Saved: 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 julie welsh for the descrepencies problem. pmhtcc.