FUJ00152239
FUJ00152239
PinICL Expor PC0067793
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0067793 FADO78109 can't balance as 05/07/2001 17:04:27 12/07/2001 14:27:16 EPOSS & DeskTop
EDSC incorrect fees on POs Closed Balancing
References Products
Name Value Product Group Product Name Product Version
PROVIDER PINICL EPOSS & DeskTop Balancing
ORIGINATOR Phelp
REQUEST_KEY 94352634
ORIGREF £-0107051387
CONSUMER 16953 A1GATE
CONSUMERREF £-0107051387
PowerHelp £-0107051387
Act ies
Date User Comment
05/07/2001 17:04:27
05/07/2001 17:04:30
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
05/07/2001 17:04:31
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
Customer Call
CALL PC0067793 opened
CALL PC0067793:Priority B:CallType L - Target 10/07/01 18:04:27
05/07/01 12:55 PM reports thattrying to balance but reports unablr to do so
as incorrect fees on Postal Orders on snapshot compared
05/07/01 13:04 GB083113
Information: Checked KEL - LKiang3130P refers to this problem
Advised Pm to perform transaction log for SAP for the week
05/07/01 13:15 GB083113
Information: PM did trans log but advised that no SAPs regarding the
SAPs have been found
05/07/01 13:30 GB083113
Information: Please ignore nonsense last info box
05/07/01 13:30 GBO83113
Advice: PM shows 11 £20 PO but 30 £20 PO fees , difference of
12 September 2021
Page 1 of 8
FUJ00152239
FUJ00152239
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0067793 FADO78109 can't balance as 05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes; EPOSS & DeskTop
EDSC incorrect fees on POs Closed Balancing
05/07/2001 17:04:31 Customer Call £18.05 (19x£.95)
05/07/2001 17:04:31 Customer Call These Pos were remmed in yesterday . On this, RIAD slip
05/07/2001 17:04:31 Customer Call shows. correct 10 postal orders @ £20 and fees correct @ £9.50
05/07/2001 17:04:31 Customer Call 05/07/01 13:33 GB083113
05/07/2001 17:04:31 Customer Call Information: Pm confirmed PO fees figures showed correct last week
05/07/2001 17:04:31 — Customer Call 05/07/01 13:33 GB083113
05/07/2001 17:04:31 Customer Call Information: Asked PM to print trans log for the week for RIAD and ER.
05/07/2001 17:04:31 Customer Call This showed fees correct on RIAD session 1-256626-13 @
05/07/2001 17:04:31 Customer Call £9.50
05/07/2001 17:04:31 Customer Call ER trans log showed no reversals relating to this matter.
05/07/2001 17:04:32 Customer Call One reversal @ 45p, One reversal @ £1 reversal @ £3.15.
05/07/2001 17:04:32 Customer Call these reversals relate to the revaluation
05/07/2001 17:04:32 Customer Call 05/07/01 13:41 GB083113
05/07/2001 17:04:32 — Customer Call Information: PM shows 11 £20 POs but 30 fees for £20 PO (total £28.50)
05/07/2001 17:04:32 — Customer Call - relevant KEL found butdoes not aoppear to be applicable to
05/07/2001 17:04:32 Customer Call this case. No ERs carried out other than 3 relating to
05/07/2001 17:04:32 Customer Call reval.
05/07/2001 17:04:32 Customer Call RIAD of PO and fees shows correct
05/07/2001 17:04:32 — Customer Call 05/07/01 14:35 uk080110
05/07/2001 17:04:32 Customer Call Contacted: Checked for SAP and ER in trans log as suggested in kel
05/07/2001 17:04:32 Customer Call LKiang3130P but nothing corresponded to the PO fees.
05/07/2001 17:04:32 — Customer Call 05/07/01 14:38 uk080110
05/07/2001 17:04:32 Customer Call Information: The base unit was swapped out this morning due to a currupt
05/07/2001 17:04:32 Customer Call storage unit in call E-0107042788. Whilst balancing y'day
05/07/2001 17:04:32 — Customer Call the adjust stock figures were altering on there own. The pm
05/07/2001 17:04:32 — Customer Call cleared these but it took her most of the night.
12 September 2021 Page 2 of 8
FUJ00152239
FUJ00152239
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0067793 FADO78109 can't balance as 05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes/_ EPOSS & DeskTop
EDSC incorrect fees on POs Closed Balancing
05/07/2001 17:04:32 Customer Call 05/07/01 15:14 uk080110
05/07/2001 17:04:32 Customer Call Information: Attempted to retrieve PSStandard log but it failed on three
05/07/2001 17:04:32 Customer Call attempts.
05/07/2001 17:04:32 — Customer Call 05/07/01 15:22 uk080110
05/07/2001 17:04:33 Customer Call Information: I followed kel LKiang3130P which failed to clear the
05/07/2001 17:04:33 Customer Call problem.
05/07/2001 17:04:33 Customer Call Adjust stock shows 11 £20 POs but 30 fees for £20 PO
05/07/2001 17:04:33 Customer Call (total £28.50).
05/07/2001 17:04:33 Customer Call counter had a corrupt starage unit causing a baseunit swap
05/07/2001 17:04:33 Customer Call today.
05/07/2001 17:04:33 — Customer Call PM was seeing incorrect figures appearing in the adjust
05/07/2001 17:04:33 — Customer Call stock last night.
05/07/2001 17:04:33 Customer Call 05/07/01 15:36 uk081288
05/07/2001 17:04:33 Customer Call Repeat Call: neil from nbschas called as the pm wonts to miss her
05/07/2001 17:04:33 Customer Call balance this week and wants to know what is effecting her doing
05/07/2001 17:04:33 Customer Call the balance
05/07/2001 17:04:33 Customer Call advised neil if pm balances and gets discrepencey's due to
05/07/2001 17:04:33 Customer Call p/orders then the error notice will be dropped
05/07/2001 17:04:33 Customer Call 05/07/01 16:59 uk081265
05/07/2001 17:04:33 Customer Call Contacted: Spoke to PM
05/07/2001 17:04:33 Customer Call 05/07/01 17:59 uk081265
05/07/2001 17:04:33 Customer Call Information: PM has 11 £20 postal orders, I have advised PM not to sell
05/07/2001 17:04:33 Customer Call any of these so until the problem can be straighten out. The
05/07/2001 17:04:33 Customer Call PM has agreed this: she will use other PO values if
05/07/2001 17:04:33 Customer Call necessary.
05/07/2001 17:04:33 Customer Call It will be impossible to reverse txns due to SU has now
12 September 2021 Page 3 of 8
FUJ00152239
FUJ00152239
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0067793 FADO78109 can't balance as 05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes{__GRO I _EPOSS & DeskTop
EDSC incorrect fees on POs Closed Balancing
05/07/2001 17:04:34 — Customer Call rolled over: is it possible for SSC to correct this? We cannot
05/07/2001 17:04:34 — Customer Call find which txn or txns have caused the problem, the PM
05/07/2001 17:04:34 — Customer Call suspects it may be due to the BU swap yesterday: is it possible
05/07/2001 17:04:34 — Customer Call that some messages have been overwritten? HELP!
05/07/2001 17:04:34 — Customer Call F} Call details
05/07/2001 17:04:35 Customer Call Diagnostician name:
05/07/2001 17:04:36 — Customer Call Customer opened date 05/07/2001 12:55:24
06/07/2001 08:39:16 Barbara Longley The call summary has been changed from:-
06/07/2001 08:39:16 Barbara Longley PM reports thattrying to balance but reports unabl
06/07/2001 08:39:16 Barbara Longley The call summary is now:-
06/07/2001 08:39:16 Barbara Longley FADO78109 can't balance as incorrect fees on POs
06/07/2001 08:39:16 — Barbara Longley Target Release updated to Cl4S03R
06/07/2001 08:39:16 — Barbara Longley Product EPOSS & DeskTop Balancing added
06/07/2001 10:12:21 John Simpkins F} Response :
06/07/2001 10:12:21 John Simpkins PRESCAN: Check date/time runs in message store for time BU was swapped,
06/07/2001 10:12:21 John Simpkins request old BU faound and returned to us if some message s are missing.
06/07/2001 10:12:21 John Simpkins [END OF REFERENCE 26875943]
06/07/2001 10:12:21 John Simpkins Responded to call type Las Category 40 -Incident Under Investigation
06/07/2001 10:12:24 — John Simpkins The response was delivered to: PowerHelp
06/07/2001 10:12:24 John Simpkins The Call record has been assigned to the Team Member: Anne Chambers
06/07/2001 10:12:25 John Simpkins Defect cause updated to 99:General - Unknown
06/07/2001 10:12:25 John Simpkins Hours spent since call received: 0 hours
06/07/2001 10:19:59 John Simpkins F} Response :
06/07/2001 10:19:59 John Simpkins PRESCAN: Probably just a problem due to the corrupt storage unit, check the
06/07/2001 10:19:59 John Simpkins message store for any corrupt entries then insert a REM OUT for PO Fees
06/07/2001 10:19:59 — John Simpkins message.
12 September 2021 Page 4 of 8
Ref Summary
Logged By
PC0067793 FAD078109 can't balance as
EDSC incorrect fees on POs
05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes;
Opened Last update Customer
Status
Closed
FUJ00152239
06/07/2001 10:19:59
06/07/2001 10:19:59
06/07/2001 10:20:01
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:13
06/07/2001 15:41:16
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
John Simpkins
John Simpkins
John Simpkins
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
[END OF REFERENCE 26876167]
Responded to call type Las Category 40 -Incident Under Investigation
The response was delivered to: PowerHelp
F} Response :
It looks as if Adjust Stock on 4th Jul was showing incorrect figures (see kel
PSteed2626R). As a result, the PM did a couple of sets of unnecessary SAPs.
On 5th Jul 11:09 (after base unit swapped), she did some SANs to correct the
SAPs, However the adjustment to products 74 / 87 (£20 PO / fees), which
should be linked, were not correct - qty for prod 74 is 20 but qty for prod
87is1.
I've raised OCR AChambers2335R to allow us to correct the messagestore.
[END OF REFERENCE 26894252]
Responded to call type Las Category 40 -Incident Under Investigation
The response was delivered to: PowerHelp
New evidence added - Full message store
New evidence added - Audit logs
New evidence added - PSStandard logs
F} Response :
Awaiting POCL authorisation for message store changes.
Can development please look at this - SAN with Txnid 1-259234-2 (same id for
both prods 74 and 87, to prevent reversal problem) shows that while the
postal orders have been reduced by 20, the postal order fees were only
reduced by 1.
12 September 2021
FUJ00152239
Product Group
Product At Fault
EPOSS & DeskTop
Balancing
Page 5 of 8
Ref Summary
Logged By
PC0067793 FAD078109 can't balance as
EDSC incorrect fees on POs
Opened Last update Customer
Status
05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes/,__ GRO_I
Closed
FUJ00152239
FUJ00152239
Product Group
Product At Fault
EPOSS & DeskTop
Balancing
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:07
09/07/2001 13:21:08
09/07/2001 13:21:10
09/07/2001 13:21:11
09/07/2001 13:21:11
09/07/2001 13:48:24
09/07/2001 13:48:25
09/07/2001 15:30:58
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
09/07/2001 15:30:59
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Anne Chambers
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
Les Ong
ihaven't been able to reproduce this.
This counter had a box swap an hour before the problem occurred, but I don't
think that is relevant.
Ive just got another report of the same problem elsewhere (PC67884 - fad
194321) so please can this be looked at quickly (especially as if it is not
reported before rollover, we have to get POCL authorisation for the fix and
so it is very visible).
[END OF REFERENCE 26907368]
Responded to call type L as Category 40 -Incident Under Investigation
The response was delivered to: PowerHelp
The Call record has been transferred to the Team: QFP
Hours spent since call received: 0 hours
The Call record has been assigned to the Team Member: Les Ong
Hours spent since call received: 0 hours
F} Response :
The audit log shows that the counter is at M1, not M1R, which may explain the
problem. It looks like the M1R immediate has not been applied to the swapped
box.
There are two fixes that I know of at M1R relating to Postal Orders that
could have a bearing on this, PinICLs 63844 and 64676. From Anne's update on
09/07/01 14:21:07, the postal order fees were only reduced by 1 after
adjustment. This is PinICL 63844.
{END OF REFERENCE 26911325]
12 September 2021
Page 6 of 8
FUJ00152239
FUJ00152239
Ref Summary Opened Last update Customer Product Group
Logged By Status Product At Fault
PC0067793 FADO78109 can't balance as 05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes,_ GRO. I EPOSS & DeskTop
EDSC incorrect fees on POs Closed Balancing
09/07/2001 15:30:59 Les Ong Responded to call type L as Category 94 -Advice and guidance given
09/07/2001 15:30:59 Les Ong Hours spent since call received: 1 hours
09/07/2001 15:30:59 Les Ong The Call record has been transferred to the Team: EDSC
09/07/2001 15:30:59 Les Ong The response has been routed to the gateway team for validation
10/07/2001 07:18:31 Diane Rowe The Call record has been assigned to the Team Member: Anne Chambers
10/07/2001 07:18:31 Diane Rowe Hours spent since call received: 0 hours
10/07/2001 15:31:54 Anne Chambers F} Response :
10/07/2001 15:31:54 Anne Chambers Authorisation for messagestore amendment now received from
10/07/2001 15:31:54 Anne Chambers mick.theobald: C
10/07/2001 15:31:54 Anne Chambers [END OF REFERENCE 26921283]
10/07/2001 15:31:55 Anne Chambers Responded to call type Las Category 40 -Incident Under Investigation
10/07/2001 15:31:57 Anne Chambers The response was delivered to: PowerHelp
11/07/2001 13:56:27 Anne Chambers F} Response :
11/07/2001 13:56:28 Anne Chambers Applied fix to message store (details in SSC OCR AChambers2335R). Balance
11/07/2001 13:56:28 Anne Chambers snapshot now shows 19 POs and fees. Leaving call open until balancing / cash
11/07/2001 13:56:28 — Anne Chambers account done.
11/07/2001 13:56:28 I Anne Chambers [END OF REFERENCE 26935799]
11/07/2001 13:56:28 Anne Chambers Responded to call type Las Category 40 -Incident Under Investigation
11/07/2001 13:56:35 Anne Chambers The response was delivered to: PowerHelp
12/07/2001 14:22:51 Anne Chambers F} Response :
12/07/2001 14:22:51 Anne Chambers Checked with PM, all now ok. Call can be closed.
12/07/2001 14:22:51 Anne Chambers [END OF REFERENCE 26954673]
12/07/2001 14:22:51 Anne Chambers Responded to call type Las Category 70 -Avoidance Action Supplied
12/07/2001 14:22:51 Anne Chambers Hours spent since call received: 0 hours
12/07/2001 14:22:51 Anne Chambers Defect cause updated to 41:General - in Procedure
12/07/2001 14:22:53 Anne Chambers CALL PC0067793 closed: Category 70, Type L
12 September 2021 Page 7 of 8
Ref Summary
Logged By
PC0067793 FAD078109 can't balance as
EDSC incorrect fees on POs
Opened Last update
Status
05/07/2001 17:04:27 12/07/2001 14:27:16 Julie Awes)
Closed
Product Group
Product At Fault
EPOSS & DeskTop
Balancing
FUJ00152239
FUJ00152239
12/07/2001 14:22:54 Anne Chambers
12/07/2001 14:27:16 — Customer Call
12/07/2001 14:27:16 — Customer Call
The response was delivered to: PowerHelp
Date and time complete: 12/07/2001 15:27:36
Service Complete (Confirmation) Received
12 September 2021
Page 8 of 8