FUJ00153390
FUJ00153390
Thomas Penny : I
From: Jenkins Gareth GI
Sent: 11 October 2010 19:04
To: nae
Ce: L nail A Singh; Thomas Penny;
i john.longman;
Subject: Further info re
Attachments: ARQ436-490 Witness Statement Support for West Byfleet 126023 22022010 1142.xIs;
ARQ436-490 Witness Statement Support for West Byfleet 126023 22022010 1142
Rejects.zip; 8080_XpandCallDetails.jsp_Call.pdf
Dear Charles,
As requested I have some further info for you regarding the problem that occurred in Calendar Square Falkirk:
The Event Log I showed you this afternoon:
ARQ436-490
tness Statement S.
The Events that were filtered out when the spreadsheet was produced
ARQ436-490
fitness Statement S.
The Incident report from Calendar Square describing the problem there
as]
8080_XpandCaliDet
ails.jsp_Call...
I'll be in the court from about 10am tomorrow if you want any further info or help in interpreting the data. I'll have
access to my email until about 9am tomorrow if you need to ask me anything before I set out to Guildford
Regards
Gareth
Gareth Jenkins
Distinguished Engineer
Applications Architect
Royal Mail Group Account
FUJITSU
Lovelace Road, Bracknell, Berkshire, RG12 8SN
Tel .
Mobile:
email
Web: “THES TUKUISO:COnT
st Please consider the environment - do you really need to print this email?
Fujitsu Services Limiled, Registered in England no 96056, Registered Ottice 22 Baker Street, London, W1U 38W
This e-mail is only for the.use of its intended recipient. Its contents are subject to a duty of confidence and may be privileged. Fujitsu
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FUJ00153390
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PC0126376 -- FAD 160868 transfer is not showing on node 4 Page 1 of 6
Expanded Fite call Conference Options
Peak Incident Management System
Call Reference ]PC0126376 Call Logger I Customer Call_ -- EDSC
Release Reported In -- BI_3S82R_ITop Ref. iPWY_WP_22240
Call Type Live Incidents/Defects Priority IB -- Business restricted
Contact IEDSC Call Status Closed -- Fixed at Future Release
Target Date 24/09/2005 Effort (Man Days) I0
Summary IFAD 160868 transfer is not showing on node 4
IAll References [Type Value
IPowerhelp IE-0509210898
ISSCKEL KEL JSimpkins338Q
ISSCKEL KEL JBallantyneS245K
Call reference IPC0126042
Supplier reference 103734 (Escher)
Work Package PW _WP_22240 _
Progress Narrative
IDate:21-Sep-2005 17:47:24 User: Customer Call_
ICALL PCO126376 opened
Ibetails entered are:-
lsummary:pm states that he has been put through from nbsc,
call Type:L
call Priority:B
lrarget Release:BI_3S82R
outed to:EDSC - _Unassigned_
iContact Name: alan brown
: Phelp
riginator's reference: E-0509210898
Product Type: Riposte
Product. Serial No:
21/09/05 16:42 pm states that he has been put through from nbsc, he has a node
that will not accept a transfer it will not appear on the screen. only on node
Is the transfer is not there but on node 1 it is there
21/09/05 16:49 UK955763
dvice: advised pm that this has to come from nbsc to go through
21/09/05 17:06 UK955763
Information: call raised last week for similar issue - transfers not
showing on all nodes. E-0509150123
21/09/05 17:07 UK9S5763
vice: pm stated that the following transfer is not showing on
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FU,
"PC0126376 -- FAD 160868 transfer is not showing on node 4 Page 2 of 6
ser AJOOO1 S/U G
his transfer is showing on nodes 3 & 1 but not on node 4.
21/09/05 17:09 UK955763
Itnforniation: pm experienced similar problems last wek and wants us to
linvestitgate why this is happening.
Pm stated he has not had any disconnected node messages or
jany on line issues.
21/09/05 17:14 UK955763
Information: Another transfer of £45.40 approx
ut - node 2
This transfer appeared on both nodes 3 & 4.
lwhen clerk accepted transfer in it accepted it. After she
laccepted it she went back into transfers and node 4
transaction for £608.13 appeared.
21/09/05 17:18 UK955763
.ccess Times: confirmed access times
lon - Friday 0900 - 1730
21/09/05 17:21 UK955763.
EASSIGN: Call # E-0509210898-was Reassigned from Rachel Parkinson,
coup HSH7 to Kenneth Hudson, Group HSH2
21/09/05 17:44 GB082200
ItInformation: have down loaded ps log for nodes 3 and 4
file id node 3 654377 node 4 654381
21/09/05 17:45 GB082200
Recommend: please check why transfer s are not showiing please see
open OTI: Automatic Open OTI
***Updated by Kenneth Hudson at 21/09/2005 17:46:17
21/09/05 17:45 GB082200
IREASSIGN: Call # E-0509210898 was Reassigned from Kenneth Hudson,
oup HSH2 to Group EDSC1
Date :22-Sep-2005 08:23:41 User:Barbara Longley
Ithe call summary has been changed from: -
m states that he has been put through from nbsc,
the call suinmary is now:-
IFAD160868 transfer is not showing on node 4
IDate:22-Sep-2005 08:38:17 User:Barbara Longley
product EPOSS & DeskTop -- EPOSS added.
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"PC0126376 -- FAD 160868 transfer is not showing on node 4 Page 3 of 6
ate: 22-Sep-2005 08:38:25 User:Barbara Longley
‘he Call record has been assigned to the Team Member: Cheryl Card
Progress was delivered to Powerhelp
ate :22-Sep-2005' 15:30:07 User:Cheryl Card
Reference Added: SSCKEL_JSimpkins338Q
ate:22-Sep-2005 15:30:59 User:Cheryl Card
-I]Reference Added: SSCKEL JBallantyne5245
Date :22-Sep-2005 15:32:10 User:Cheryl Card
eference Added: Call reference PC0126042
ate: 22-Sep-2005 16:13:08 User:Cheryl Card
(Start of Response]
This is another occurrence of last week's problem (PC0126042), where messages
were not replicated due to Riposte errors. Last week the PM did some duplicate
ransfer In transactions which caused reconciliation errors - fortunately this
eek he has not done so. The PM wants to know why these problems have occurred
twice within 2 weeks. I will pass the call to development for comment.
(End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under
IInvestigation
Response was delivered to Powerhelp
jours spent since call received: 0 hours
Date :22-Sep-2005 16:14:47 User:Cheryl Card
IEvidence Added - Message store and logs for 14/09/05
Ibate: 22-Sep-2005 16:15:17 User:Cheryl Card
Invidence Added - Message store and logs for 21/09/05
pate :22-Sep-2005 16:16:03 User:Cheryl Card
Evidence Added - Subscription groups
Date: 22-Sep-2005 16:20:37 User:Cheryl Card
[The errors
‘Timeout while waiting for thread completion'
followed by many occurrences of
‘An unexpected error occurred while attempting to insert a message. Timeout
loccurred waiting for lock'
Ihave occurred at this site on 2 consecutive weeks:
14/09/05 at 15:07 on counter 3
21/09/05 at 15:06 on counter 4
can development comment on why this has happened again at the same site.
(Note - a few of these errors seém to occur every week at different sites)
Please route to EPOSS-Dev for comment.
Date :22-Sep-2005 16:20:54 User:Cheryl Card
‘he Call record has been transferred to the team: QFP
progress was delivered to Powerhelp
Date :22-Sep-2005 18:12:16 User:Lionel Higman
Ithe Call record has been assigned to the Team Member: Mark Scardifield
Progress was delivered to Powerhelp
IRRELEVANT 11/10/2010
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PC0126376 -- FAD 160868 transfer is not showing on node 4 Page 4 of 6
Date: 23-Sep-2005 16:13:32 User:Ric Craig
[The Call record has been transferred to the team: EPOSS-Dev
The Call record has been assigned to the Team Member: Martin McConnell
Progress was delivered to Powerhelp
lDate: 26-Sep-2005 16:29:11 User:Martin McConnell .
[This is a Riposte problem, n ing I can. do about this I'm afraid as a
replication problem. Passing over to the Escher-Dev stack.
IDate:26-Sep-2005 16:29:22 User:Martin McConnell
‘he Call record has been transferred to the team: Escher-Dev
progress was delivered to Powerhelp
Date:29-Sep-2005 09:55:07 User:Mike Coon
eference Added: Supplier reference 03734 (Escher)
Date: 29-Sep-2005 09:55:49 User:Mike Coon
The Call record has been assigned to the Team Member: At-Escher
Progress was delivered to Powerhelp
-
pate: 08-Nov-2005 15:19:10 User: Customer Call_
EMPTY 08/11/05 15:12 uk952602 HSD IMT Information: Jez Murray from Service
support called to advise that this
lcalled was linked to a reconcilliation issue, and that Julie
bart from there HQ had been chasing this call and would
hike an update as to what is happening. 08/11/05 15:15 uk952602 HSD IMT Advice:
ladvised Jez that i would look into this and will then
jupdate Julie Dart.
Date :08-Nov-2005 15:22:15 User: Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL .
08/11/05 15:18 uk952602 HSD IMT Information: I have asked-Matt Saunders to have
la look through the call
Date: 08-Nov-2005 15:26:04 User: Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
lo8/11/05'15:22 uk080066 HSD IMT Escalate: I have spoken to Ann Chambers of SSC
ito put a chase on
this. Ann will do this and update the call
Date :08-Nov-2005 15:28:43 User:Anne Chambers
[Start of Response]
IT've asked Mike Coon to get an update from Escher
(End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under
Investigation
IResponse was delivered to Powerhelp
yours spent since call received: 0 hours
Date: 10-Nov-2005 08:13:13 User: Customer Call_
EMPTY 10/11/05 08:08 uk952602 HSD IMT Contacted: I have left a voicemail
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"PC0126376 -- FAD160868 transfer is not showing on node 4 Page 5 of 6
essage to advise Julie Dart that
ithe information is being chased and when the call has been
updated i will let her know
ate: 10-Nov-2005 10:43:29 User:_Customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
0/11/05 10:40 uk952602 HSD IMT Information: Julie Welsh has advised that IMT
lare not responsible for
pdating Julie Dart on this call.
It Julie requires further information for reconciliation
urposes, she should raise her own query through the
reconciliation process, the desk will NOT be providing her with any
pdates on this call.
lTulie Welsh has passed this information on to Jez Murray
ate:10-Nov-2005 11:58:30 User:Jez Murray
/ This problem is the route cause of the reconciliation error closed in
Pco126042
I2/ Presumably the route cause is deemed to be software not hardware
3/ The Postmaster has a workaround in place which is not to duplicate
transactions (e.g. Transfer In) just because the original attempts were
Isuccessful but not showing on all nodes
I4/ POA CS MSU have a workaround in place which is that if 3/ above is not
followed & PC0126042 reoccurs, a BIMS will be issued advising POL to issue a
[Transaction Correction
Is/ There is no SLT for software fixes as they are delivered based upon the
riority or severity of the issue and could remain open until both businesses
decide a fix is necessary or the work around is adequate
Inez Murray has advised Julie Dart of this by email as could not voice at the
timestamp of this update
pate: 04-Jan-2006 15:31:13 User: Customer Call_
MPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL !
04/01/06 15:24 uk532725 SMC1 Information: Assuming this call is refering to
jode, 5. This counter is
istorming with the following critical event: An unexpected
lerror occurred while attempting to insert a message. Timeout
curred waiting for lock. (0xC1090003).
Date :30-Jan-2006 15:48:38 User:Mike Coon
[Start of Response]
It should have updated this call long ago.
Isscher assert that this problem is fixed in their latest delivery to us,
"UK10", which is included with s90.
therefore this call should be closed accordingly and resurrected only if the
roblem recurs in S90.
[End of Response]
IResponse code to call type L as Category 46 -- Pending -- Product Error Fixed
jours spent since call received: 0 hours
IRRELEVANT 11/10/2010
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“PC0126376 -- FAD160868 transfer is not showing on node 4 Page 6 of 6
ate:30-Jan-2006 16:01:55 User:Mike Coon
Reference Added: Work Package PWY_WP_22240
Date:30-Jan-2006 16:01:59 User:Mike Coon
ITOP Reference set to: Work Package PWY_WP_22240
ate :30-Jan-2006 16:04:02 User:Mike Coon
[Start of Response] .
.ccordingly I've added the "UK10" WP number to the references for this PEAK.
[End of Response]
esponse code to call type L as Category 60 -- Final -- S/W Fix Released to
iCall Logger .
outing to Call Logger following Final Progress update.
fours spent since call received: 0 hours
ate :30-Jan-2006 16:15:24 User:Jim Anscomb
he Call record has been assigned to the Team Member: Cheryl Card
progress was delivered to Powerhelp
iDate:31-Jan-2006 08:44:55 User:Cheryl Card
[Start of Response]
jpdate from Mike Coon:
Itscher assert that this problem is fixed in their latest delivery to us,
"UK10", which is included with s90
therefore this call should be closed accordingly and resurrected only if the
[problem recurs in S90.
[End of Response]
IResponse code to call type L as Category 74 -- Final -- Fixed at Future Release
Routing to Call Logger following Final Progress update.
service Response was delivered to Powerhelp
Date: 31-Jan-2006 08:44:55 User:Cheryl Card
CALL PC0126376 closed: Category 74 Type L
Ibate:31-Jan-2006 08:44:55 User:Cheryl Card
Ifours spent since call received: 0 hours .
[Defect cause updated to 14 -- Development - Code ‘
ate :31-Jan-2006 08:47:49 User: Customer Call_ ‘
consumer Phelp has received the call closure
Root Cause [Development - Code
Logger. Customer Call_ -- EDSC
Subject Product IEPOSS & DeskTop -- EPOSS (version unspecified)
[Assignee I Customer Call_ -- EDSC
Last Progress 31-Jan-2006 08:47
11/10/2010
i IRRELEVANT