FUJ00155211
FUJ00155211
Peak Incident Management System
Call Reference PC0152828 Call Logger _Customer Call_ -- EDSC
Release Reported In -- T70 Top Ref 96082
Call Type Live Incidents Priority C -- Non-critical
Contact EDSC Call Status Closed -- S/W Fix Available to Call Logger
Target Date 21/01/2008 Effort (Man Days) 0
Summary FAD 226242 unable to roll over
All References Type : Value
SSC OCR OCR 17725
Clone Call PC0153009
; TRIOLE for Service 96082
Progress Narrative
ffate:10-Jan-2008 11:33:06 User: Customer Call_
CALL PC0152828 opened
betails entered are:~
Summary:Please advise when branch last rolled over for bot
call Type:L
call Priority:¢
target Release:T70
Routed to:EDSC - _Unassigned_
bate/Time Raised: Jan 10 2008 11:30AM
Priority: Cc
contact Name: Denise Miller
contact Phone:
riginator: XXXXXX@TFSOL
riginator's reference: 96082
product Serial No:
226242
Product Site
Please advise when branch last rolled over for both Office and SU and whether this branch is at risk of archive thanks
incident History:
2008-01-10 11:30:45 { Miller, Denise}
INIT : create a new request/incident/problem/change/issue
Jbate:10-dan-2008 11:38:15 User:Lorraine Guiblin
[the call summary has been changed from:
Please advise when branch last rolled over for bot
the call summary is now:-
FAD 226242 advise when branch last rolled over
oate:10-gan-2008 11:38:22 User:Lorraine Guiblin
product EPOSS & DeskTop -- EPOSS (version unspecified) added.
Date:10-an-2008 11:38:29 Uscr:Lorraine Guiblin
the Call record has been assigned to the Team Member: Lina Kiang
progress was delivered to Provider
jDate:10-Jan-2008 15:40:39 User:Lina Kiang
[Start of Response]
fhe last BTS was for TP 08 on 28/11/07; the first stock unit (AA) rolled into TP 09 on the same day (43 days ago).
lbisablearchiving is switched on at the counters so the msgs will not be archived nonetheless the Branch is at risk if it does not
jroll soon (e.g. if there is a fire).
[End of Response]
Response code to call type L as Category 68 -- Final -- Administrative Response
outing to Call Logger following Final Progress update.
Service Response was delivered to Consumer
Joate:10-Jan-2008 15:40:39 User:Lina Kiang
CALL PC0152828 closed: Category 68 Type L
jbate:10-Jan-2008 15:40:39 Uscr:Lina Kiang
FUJ00155211
FUJ00155211
[befect cause updated to 99 -— General — Unknown
JDate:10-Jan-2008 16:12:49 User: Customer Call_
Consumer XXXXXX@TFSO1 has acknowledged the call closure
jbate:10-Jan-2008 16:28:24 User: Customer Call_
CALL PCO152828 reopened by Customer Call_
Please advise when branch last rolled over for both Office and SU and whether this branch is at risk of archive thanks
incident History:
2008-01-10 11:30:45 [ Miller, Denise]
INIT : create a new request/incident/problem/change/issue
2008-01-10 11:32:10 [ OTT}
IACKINFO : Provider Ref: PC0152828
2008-01-10 11:37:14 [ OTT]
TISTU
Detail:Update by Lorraine Elliott:Call routed to Team:EDSC Member:Lina Kiang
2008-01-10 15:39:40 [ Ot]
jOTIRES :
Provider Ref: PC0152828
Resolution Details: Update by Lina Kiang:Category 68 -- Final -~ Administrative Response:The last BTS was for TP 08 on 28/11/07;
the first stock unit (AA) rolled into TP 09 on the same day (43 days ago).
Disablearchiving is switched on at the counters so the msgs will not be archived nonetheless the Branch is at risk if it does not
roll soon (e.g. if there is a fire).
2008-01-10 15:39:40 [ POWebService, 01]
IRE: Status changed from ‘New! to ‘Resolved!
2008-01-10 16:10:28 { Vincent, Niall]
I(R : Transfer ‘group! from 'PEAK' to 'OBC HOLD 1!
2008-01-10 16:26:44 [ Miller, Denise}
I(R : @@BIM - I have contacted the Post Master as per previous calls he has been having difficulty rolling over for a while. He
says that is using the Gateway for the rollover but after rebooting and attempting to start the rollover the system busy timer is
\displayed and ''please wait''. He attempted 2/1/08, 5/01/08 and 9/1/08 with the same result. Whilst talking he says that his line
Inanager Sue Spicer has advised that an engineer will be coming out to fix his problem and that he should ring horizon for the
eta. I have explained that we have no open call for an engineer and that he is well behind on rolling over (43 days). I have left
la message for Sue Spicer to call me back. Could SSC check this branch out incase there is a software issue preventing completion
lof rollover from the Gateway. Thanks.
JDatc:10-Jan-2008 16:29:59 Uscr:Anne Chambers
[the call summary has been changed from:—
IFAD 226242 advise when branch last rolled over
[the call summary is now
IFAD 226242 unable to roll over
10-Jan-2008 16:30:24 User:Anne Chambers
the Call record has been assigned to the Team Member: Lina Kiang
Progress was delivered to Provider
Oate:11-dan-2008 11:59:49 User:Lina Kiang
[Start of Response]
[this appears to be a software problem: PM has been informed that he will not be able to rollover until we figure out what's
rong. I will be retrieving evidence from node 1 today and asked the PM to phone in if trading becomes unbearable to get me to
stop (I have given the PM this TES 96082) but this will mean that Development will be delayed starting investigations.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
JDate:1i-gan-2008 1:
[Start of Response]
Evidence from counter 1 has now been retrieved.
[End of Response]
Response code to call type L as Category 40 -~ Pending -- Incident Under Investigation
Response was delivered to Consumer
2:53 User:Lina Kiang
jbate:11-Jan-2008 13:20:57 User:Lina Kiang
Isvidence Added - FAD226242-mstore from nod
og and audit log
lDate:ai-gan-2008 13:22:52 User:Lina Kiang
{Start of Response]
[fhe attempt by the PM to rollover on 05/01/08 (on node 1) was left running overnight and failed. The Audit log shows a “General
failure (This key is already associated with an element of this collection)" and points to msg 1-1425636 then it continu
FUJ00155211
FUJ00155211
[coping overnight until the PM rebooted. The PM has also attempted to rollover using node 2 on 02/01/08 overnight and that failed
with the same errors.
store has been retrieved from node 1 and attached as evidence.
outing call to Development for investigation - please note that this FAD is overdue for a rollover so is at risk.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
JDate:i-Jan-2008 13:22:48 Uscr:Lina Kiang
the Call record has been transferred to the team: QFP
Progress was delivered to Provider
Date:11-dan-2008 14:16:08 User:Lionel Higman
the Call record has been assigned to the Team Member: Mark Scardifield
progress was delivered to Provider
jbate:14-Jan-2008 09:30:50 Uscr:Mark Scardifield
the Call record has been transferred to the team: EPOSS-Dev
the Call record has been assigned to the Team Member: Gerald Barnes
Progress was delivered to Provider
Date:14-Jan-2008 09:50:08 User:Gerald Barnes
[Start of Response]
Ir wish to import the message store and attempt a rollover myself to find out what is going wrong. To do this I need in addition
the subscription groups. I have emailed Lina to ask her to attach these.
{End of Response]
Ikesponse code to call type L as Category 40
Pending -- Incident Under Investigation
Jbate:14-Jan-2008 10:42:41 User:David Seddon
Evidence Added - All Ones <
Jbate:14-dan-2008 11:40:11 User:_Customer Call_
CALL PCO152828 reopened by Customer Call_
jbate:14-Jan-2008 11:40:11 User: Customer Call.
Please advise when branch last Folled over for both Office and SU and whether this branch is at risk of archive thanks
dent History:
2008-01-10 11:30:45 [ Miller, Denise]
INIT : create a new request /incident /problem/change/issue
2008-01-10 11:32:10 { OTT]
YTIACKINFO : Provider Ref: PC0152828
2008-01-10 11:37:14 [ OTT]
TISTU
betail:Update by Lorraine Elliott:Call routed to Team:EDSC Member:Lina Kiang
2008-01-10 15:39:40 [ OTT}
yETRES
provider Ref: Pco192828
Resolution Details: Update by Lina Kiang:Category 68 -- Final ~~ Administrative Response:The last BTS was for TP 08 on 28/11/07;
the first stock unit (AA) rolled into TP 09 on the same day (43 days ago).
Disablearchiving is switched on at the counters so the msgs will not be archived nonetheless the Branch is at risk if it does not
roll soon (e.g. if there is a fire).
e008-01-10 15:39:40 [ POWebService, 01]
lk : Status changed from 'New' to "Resolved"
2008-01-10 16:10:28 [ Vincent, Niall]
IR : Transfer ‘group’ from 'PEAK' to ‘OBC HOLD 1'
2008-01-10 16:26:44 [ Miller, Denise]
[fR : @@BIM - I have contacted the Post Master as per previous calls he has been having difficulty rolling over for a while. He
says that is using the Gateway for the rollover but after rebooting and attempting to start the rollover the system busy timer is
Idisplayed and ''please wait''. He attempted 2/1/08, 5/01/08 and 9/1/08 with the same result. Whilst talking he says that his line
Inanager Sue Spicer has advised that an engineer will be coming out to fix his problem and that he should ring horizon for the
leta. I have explained that we have no open call for an engineer and that he is well behind on rolling over (43 days). I have left
la message for Sue Spicer to call me back. Could SSC check this branch out incase there is a software issue preventing completion
lof rollover from the Gateway. Thanks.
2008-01-10 16:27:59 [ OTT]
YTIACKINFO : Provider Ref: PC0152828
2008-01-10 16:29
TISTU
221 [ OTT]
FUJ00155211
FUJ00155211
Ppetail:Update by Anne Chambers:call routed to Team:BDSc Member:hina Kiang
2008-01-11 10:46:54 [ Miller, Denise]
Loc : @@bim - I left a voice message for Sue Spicer last night advising that until our 3rd line have investigate the possible
software issue at this branch we would not be sending an engineer. I have emailed IMT/Leighton Machin to ensure no base unit
/pinpads are swapped in the interim.
2008-01-11 11:59:06 [ OTT]
LIST
Detail:Update by Lina Kiang:Category 40 -- Pending -- Incident Under Investigation:This appears to be a software problem: PM has
lbcen informed that he will not be able to rollover until we figure out what's wrong. I will be retrieving evidence from node 1
today and asked the PM to phone in if trading becomes unbearable to get me to stop (I have given the PM this TFS 96082) but this
will mean that Development will be delayed starting investigations.
2008-01-11 13:11:47 [ Ort]
PISTU
petail:Update by Lina Kiang:Category 40 -- Pending -- Incident Under Investigation:Evidence from counter 1 has now been
retrieved.
bo08-01-11 13:21:23 [ OTT]
TISTU
Detail:Update by Lina Kiang:Category 40 -- Pending -- Incident Under Investigation:The attempt by the PM to rollover on 05/01/08
(on node 1) was left running overnight and failed. The Audit log shows a "General Failure (This key is already associated with an
element of this collection)" and points to msg 1-1425636 then it continues looping overnight until the PM rebooted. The PM has
Jaiso attempted to rollover using node 2 on 02/01/08 overnight and that failed with the same errors.
store has been retrieved from node 1 and attached as evidence.
routing call to Development for investigation - please note that this FAD is overdue for a rollover so is at risk.
2008-01-11 13:21:58 [ OT]
yISTU +
petail:Update by Lina Kiang:Call routed to Team:QFP
2008-01-11 14:15:15 [ OTT)
joristu
Dotail:Update by Lionel Higman:Call routed to Team:QFP Member:Mark S
2008-01-12 00:51:34 [ Rainbow, Mary]
[fR : Pransfer 'group’ from 'PEAK* to 'RMGA BIM"
cardifield
2008-01-14 11:43:14 [ Chambers, Anne]
Isr : Status changed from *Resolved' to ‘Work In Progress'
2008-01-14 11:43:15 { Chambers, Anne]
I'R : Transfer 'group' from 'RMGA BIM' to 'PEAK*
joate:14-dan-2008 11:46:58 User:Lorraine Guiblin
fhe Call record has been assigned to the Team Member: Lina Kiang
Progress was delivered to Provider
Joate:14-Jan-2008 11:49:15 User:David Seddon
the Call record has been transferred to the team: EPOSS-Dev
the Call record has been assigned to the Team Member: Gerald Barnes
progress was delivered to Provider
lbate:14-dan-2008 13:27:06 Uscr:Gerald Barnes
{Start of Response]
the problem is that transaction <GroupId:226242><Id:1><Num:1425636> has corrupt primary mappings which do not align and this
jcauses DataServer to fail.
It notice that relevant product 21126 has mappings but was start dated after the failing transaction was written.
lberhaps there was a corrupt EPOSSProducts in existence at the time of the transaction?
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
JDate:14-Jan-2008 13:57:08 Uscr:Gerald Barnes
[Start of Response]
[the product 21126 has been transacted seconds before and after the failing transaction with no problem. So if a corrupt
JEPOSSProduct's existed it must have been for a very short time.
kGroupid:226242><Id:1><Num:1425636> was the only example with corrupt mappings.
[End of Response]
Ikesponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Date: 14-Jan-2008 1
[Start of Response]
iy response “Date:2008-01-14 13:27:06 User:Gerald Barnes" had a mistake. The EPOSSProducts with the correct mappings was
Jintroduced 10 days before the failing transaction.
0:09 User:Gerald Barnes
[tt now looks more difficult to explain this PEAK as a temporary fault in the EPOSSProducts Data.
FUJ00155211
FUJ00155211
Tend of Response]
Response code to call type L as Category 40 -~ Pending -- Incident Under Investigation
Date: 15-Jan-2008 10:33:56 Uscr:Gerald Barnes
{Start of Response]
[the transaction <Groupid:226242><Id:1><Num:1425636> has an incorrect L4 primary mapping. All other transactions of product 21126
(even those written just seconds before and seconds after) have the correct primary mappings. It appears very difficult to
lexplain this by the temporary introduction of a faulty EPOSSProduct 21126.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
jbate:15-gan-2008
7:38 User:Lina Kiang
evidence Added - 2
26242-partial mstore from
1 with ed onto counter 2
jbate:15-dan-2008
Reference Adde
9:54 User:bina Kiang
2 OCR 1772
Oate:15-dan-2008 12:18:58 User:Gerald Barnes
[Start of Response]
jt ran a patched DataServer to correct the faulty transaction <GroupId:226242><Id:1><Num:1425636> and it was then possible to
rollover the stock unit. I attach the patch as evidence labelled “Patch DataServer". If the faulty message can be corrected and
eimported that will work as well.
{End of Response]
kesponse code to call type L as Category 40 ~- Pending -- Incident Under Investigation
Jate:15-dan-2008 1:
Isvidence Added - P-
9:37 User:Gerald Barnes
Jate:15-Jan-2008 12:19:52 User:Gerald Barnes
call has been cloned to Call:PC0153009 by User:Gerald Barnes
JDate:15-dan-2008 12:23:22 User:Lina Kiang
CALL PCO152828 closed: Category 40 Type L
Date:15-dan-2008 12:24:48 User:Lina Kiang
evidence Deleted - FAD226242-partial mstore from node 1 with corrected msg to be imported onto counter 2
Jat e:15-Jan-2008 12:25:00 User:Gerald Barnes
Start of Response]
[the stock unit must be rolled either by temporarily installing the patched DataServer supplied or by reimporting the corrected
message “<GroupId:226242><Id:1><Num:1425636>".
[End of Response]
Response code to call type L as Category 94
Routing to Call Logger following Final Progress update.
Final -
Advice and guidance given
bat e:15-gan-2008
727 UseriLina Kiang
evidence Added -— 2
tial mstore from node 1 with corrected
SO]
2 (no extra li:
be imported onte cour
dat e:15-gan-2008 8:47 User:bina Kiang
evidence Deleted - FAD226242-partial mstore from node 1 with corrected msg to be imported onto counter 2 (no extra lines)
oate:15-gan-2008 12:30:15 User:Lina Kiang
evidence Added - PAD22624 ore from node 1 with corrected
be imported onto counter 2
[Date:15-Jan-2008 12:30:59 Uscr:Steve Parker
CR 17725 Approved
[Date:16-Jan-2008 10:35:35 Uscr:John Simpkins
CALL. PCO152828 reopened by John Simpkins
JDate:16-Jan-2008 10:36:08 User:John Simpkins
[the Call record has been assigned to the Team Member: Lina Kiang
Progress was delivered to Provider
joate:16-dan-2008 10:36:48 User:John Simpkins
[Start of Response]
PEAK Incident closed by mistake.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
FUJ00155211
FUJ00155211
Response was delivered to Consumer
ted msg to. be. imported onto counter 2 (agai
lo
le
6
04 User:David Seddon
taken Eo
Date: 16-Jan-2008 11:02:02 User:Lina Kiang
[Start of Response]
[the problem was that msg 1-1425636 had got corrupted (it had an incorrect Primary Mapping containing <L4:3011> - all the other
Insqs for the same ProductNo:21126 correctly had <L4:3013>). This meant that the codé kept looping with "System Busy" and the PM
jcouldn't balance (despite leaving the counter running overnight) .
R 17725 was raised to correct the msg and then import it and a partial mstore (attached as evidence) at counter 2. The PM has
been asked that when he comes to balance today, he MUST do it from counter 2. Holding call open until PM has rolled successfully.
[End of Response}
esponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
joate:17-dan-2008 11:06:13 Uscr:Lina Kiang
{Start of Response]
fhe Branch successfully rolled last night. I phoned the PM and confirmed that this call can be closed.
[End of Response]
Response code to call type L as Category 60 -- Final -- S/W Fix Released to Call Logger
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
Jbate:17-Jan-2008 11:0)
CALL PCO152828 close:
13 User:Lina Kiang
Category 60 Type L
oate:18-dan-2008 09:59:37 User:Zina Kiang
Defect cause updated to 39: General - User Knowledge
Root Cause General - User Knowledge
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- EPOSS (version unspecified)
Assignee _Customer Call_ -- EDSC
Last Progress 18-Jan-2008 09:59 -- Lina Kiang