FUJ00152240
FUJ00152240
Peak Incident Management System
Call Reference PC0105706 Call Logger _Customer Call_ -- EDSC
Release Reported In -- BI_3S52R-Provisional Top Ref E-0407200722
Call Type Live Incidents Priority B -- Business restricted
Contact EDSC Call Status Closed -- Avoidance Action Supplied
Target Date —_- 23/07/2004 Effort (Man Days) 0
Summary FAD510201 - Cannot put transfer through
Progress Narrative
foate:20-Jul-2004 17:53:19 Uscr: Customer Call_
CALL, PCO105706 open/upa
Details entered are:~
lsummary:Pm reports that he can not put a transferred throu
call Type:
call Priority:B
ffarget Release:BI_3852R-Provisional
[END OF REFERENCE 38312771]
Date/Time Raised: Jul 20 2004 4:53PM
Priority: B
contact Name: Jay
contact Phone:
riginator: Phel®
iginator's reference: E-0407200722
product Type: riposte
product Serial No:
Product Site: 510201
20/07/04 16:53 Pm reports that he can not put a transferred through it keeps
coming up with an error message.
20/07/04 17:11 gb083557
information: PM has tried completing the Transferred in and also tried
leversing the transfer but each time he tries he gets the
essage Transaction failed an error occurred during the
selected transfer please try again.
20/07/04 17:13 gb083557
information: PM is unable to roll over the stock unit MM as it gets the
essage cannot roll over there is a transfer pending.
20/07/04 17:14 gb083557
information: Checked events on all counters no errors showing.
20/07/04 17:14 gb083557
IKEL Ref No.: No kels found for this error.
20/07/04 17:27 gb083557
Hnformation: checked all counters on tivoli no errors are showing up
0/07/04 17:28 gb083557
itnformation: the user SWisce«!was has transferred out from MC to MM with
Ino problems, then logged into MM and tried to transfer in
this is when the error occured.
20/07/04 17:29 gb083557
calate: Spoke to Barbara Longley at EDSC she advised that Catherine
"Bain will look into this and call me back
20/07/04 17:42 qb083557
leepeat Call: Catherin has called back and requests the call to be sent
bver to ssc.
20/07/04 17:42 gb083557
Repeat Call: PM has called back in for an up date.
20/07/04 1 2 gb083557
information: Transfer session ID 1-1578181-1
transaction time 13:04 on the 14th July
liser name of clerk who done the transaction, Sw!
PM user name for trying to reverse the transfer
the transferred amount is £166.32
20/07/04 17:50 SYSADM
en OTI: Automatic Open OTI
h**Updated by Matthew Hall at 20/07/2004 17:50:04
20/07/04 17:49 gb083557
IREASSIGN: Call # E-0407200722 was Reassigned from Matthew Hall, Group
lisH8 to Group EDSC1
Date:21-dul-2004 09:40:05 User: Customer Call_
lempry 21/07/04 09:33 uk952720 HSH2 Repeat Call: pm chasing update.
21/07/04 09:35 uk952720 HSH2 Information: informed pm that this is still
being investiagted and we
call call him as soon as we receive any updates. 21/07/04 09:36 uk952720
]iSH2 Information: pm happy with this.
FUJ00152240
FUJ00152240
[Date:2i-gul-2004 10:10:43 User:Barbara Longley
[the call summary has been changed from:-
Pm reports that he can not put a transferred throu
[fhe call summary is now
FAD510201 - Cannot put transfer through
jbate:21-Jul-2004 10:14:15 Uscr:Barbara Longley
Product EPOSS & DeskTop Counter Common added.
pate:21-Jul-2004 10:18:36 User:Barbara Longley
[Start of Response]
lprescan: Assigning call to Catherine OBENG (please note correct spelling of
catherine's name) in EDSC.
[END OF REFERENCE 38314055)
Response code to call type L as Category 40
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
joate:24-dul-2004 10:18:44 Uscr:Barbara Longley
fhe Call record has been assigned to the Team Member: Catherine Obeng
Progress was delivered to Powerhelp
jDate:21-dul-2004 10:33:40 Uscr:Barbara Longley
[Start of Response]
lprescan: Catherine is currently unable to progress call, so reassigning to
lanne Chambers in EDSC.
TEND OF REFERENCE 38314203]
lkesponse code to call type L as Category 40
lkesponse was delivered to Powerhelp
liours spent since call received: 0 hours
JDate:21-Jul-2004 10:33:49 User:Barbara Longley
[the Call record has been assigned to the Team Member: Anne Chambers
Progress was delivered to Powerhelp
bate:2i-gui-2004 1
{Start of Response]
[the transfer causing the problem was started while the user was attached to
lsu BDC. The user then managed to attach to SU MC before completing the
transfer (I think this is probably another result of a known problem whereby
lyou can get out of the foreign currency pick list without being forced to
settle the transfer - being fixed at $60).
so the transfer was really from BDC to MM, but the EPOSSTransfers object
thinks it is from MC to MM. This inconsistency is preventing the transfer
from completing and from being reversed.
I've spoken to the PM and asked him not to balance stock units BDC, MM or MC
jantil we have sorted out the problem. I'm loading up the messagestore on a
test counter and hope that by amending the EPOSSTransfers object it will then
be possible to reverse the transfer.
0:32 User:Anne Chambers
[END OF REFERENCE 38315324]
lkesponse code to call type L as Category 40
lkesponse was delivered to Powerhelp
Hours spent since call received: 0 hours
Date:24-Jul-2004 13:55:34 User: _Customer Call_
EMPTY 21/07/04 13:52 uk952016 HSH8 Repeat Call: pm called for a update
lin the call adviced pm that the call
lis under investigation still and will be called bac when it
comes back and the pm si ok now
Date:21-gul-2004 15:58:13 User:_Customer Call_
leMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
21/07/04 15:54 uk951566 HSH8 Repeat Call: pm phoning for update on call
21/07/04 15:56 uk951566 HSH8 Advice: advise pm still under
investigation, but we will call him
when we receive update 21/07/04 15:56 uk951566 HSH8 Information: pm
states causing a problem as cannot roll over, but ok
ith update
jDate:24-ul-2004 17:40:11 Uscr:Anne Chambers
Evidence Added - before and after messages
FUJ00152240
FUJ00152240
fDate:2i-gul-2004 17:41:03 User:Anne Chambers
[Start of Response]
i've made a messagestore correction (OCR AChambers31310) to remove the
transfer. Before and after messages attached. Have spoken to PM and informed
him he should be able to continue with the balance now.
ffice last rolled over 2 weeks ago so it is likely to take him several hours
I please contact him in the morning and make sure it went ok.
[END OF REFERENCE 38318022]
esponse code to call type L as Category 70
routing to Call Logger following Final Progress update.
service Response was delivered to Powerhelp
spent since call received: 0 hours
cause updated to 14 -- Development - Code
Jbate:21-dul-2004 17:41:03 User:Anne Chambers
CALL PCO105706 closed: Category 70 Type L
jDate:21-dul-2004 17:43:31 User: Customer Call_
consumer Phelp has received the call closure
Root Cause Development - Code
Logger : _ Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee _ Customer Call_ -- EDSC
Last Progress 21-Jul-2004 17:43 -- Customer Call_