FUJ00171906
FUJ00171906
Peak Incident Management System
Call Reference PC0275532 Call Logger _Customer Call_ -- EDSC
Release Proposed For -- Re-target Top Ref PC0275565
Call Type Live Incidents Priority A -- Business stopped
Contact EDSC Call Status Closed -- Administrative Response
Target Date 28/11/2018 Effort (Man Days) 0
Summary INC1742274 : Horizon - Balancing Issue
All References Type Value
TFSNow INC1742274
Clone Call PC0275565
SSCKEL KEL kiangl1323R
SSCKEL KEL dsed1747J
Call reference PC0275625
Call reference PC0275690
OTI ATF:112776459
SSCKEL KEL dsed17473
Collections = Name User Date
: -SSCCBA Chad Daborn 27-Nov-2018 10:13:44
Impact
SI car User Date
David Seddon 27-Nov-2018 14:56:02
Discrepancies being incorrectly reported so high visibility especially given ongoing court cases. Just this one
instance known about to date
Progress Narrative
[date:27-Nov-2018 10:02:27 User: Customer Call_
CALL PC0275532 opened
petait :
summary:INC1742274 : Horizon ~ Balancing Issue
call Type:L
call Priority:¢
ffarget Release:HNG-X Rel. Ind.
Routed to:EDSC - _Unassigned_
jDate:27-Nov-2018 10
Customer Call,
INCIDENT MANAGEMENT.
Date/Time Raised: Nov 26 2018 6:22PM
Priority: C
contact Nan 36855
originator
Originator
reference: ATF:112776459
luser/Requester Name: Peth
PATH CODE (fo:
Kirkintilloch
ch Counter: 05
ffected Node: 03
@ Description:
er called reporting that they are having a 767 pounds discrepancy on the counter
er said that the transactions howing on the transaction logs but not on Balance report when they tried to declare a cash
I User said that they have phoned NBSC already and NBSC advised them that this is a software fault
I NBSC look at the report and the transactions are not showing
I NBSC reference no. 362925
I Raised to the software team
FUJ00171906
FUJ00171906
DS:
lode
User Id:
pplication on Node: n/a
1. CBA - HNGA_PACKAGE_CBA_1773
2. WSPOS - HNGA_ PACKAGE WSPOS_1773
3. JRE - HNGA PACKAGE JRE 1773
Ja. INGENICO_PINPADAGENT - HNGA_PACKAGE_INGENICO_PINPADAGENT 1773
lb. INGENICO TOOLS - HNGA_PACKAGE INGENICO TOOLS 1773
6. INGENICO FIRMWARE - TEST NOT REQUIRED
7. CBA_TEST TOOL — TEST NOT REQUIRED
Is. CNIM - HNGA PACKAGE CNIM 1773
Is. CAS NETWORK QOS - HNGA PACKAGE CAS NETWORK QOS 1773
ho. CYGWIN - HNGA PACKAGE CYGWIN 1773
Hi. NETCOOL - HNGA_PACKAGE_NETCOOL_1773
h2. NETCOOL CONFIG - HNGA_PACKAGE NETCOOL CONFIG 1773
exact date / time of error: 15/11/2018 14:33
ey strokes: n/a
fessage number (MSG Number) , Message title and Full message text as seen by the PM: n/a
here the error occurred (screen ID): n/a
current TP / BP / Stock unit: TP: 08 BP: 04 Stock Unit: CC
kA used: POL-SD-Horizon-Minimum Dataset for Software Calls
ccess Times
lAffected Counter Position: 05
Branch Opening Hours:
ONO 900TUEO900WEDO900THUOIOOFRI0900SAT0900SUN0000BNK0000
(N0000TUE0000WED0000THUOOOOFRI00008AT0000SUN0000BNK0000
(0N0000TUEO000WEDO000THUOOOOFRI0000SAT0000SUNO000BNK0000
(ON1730TUE1730WED1 730THU1730FRI1730SAT17 30SUNO000BNK0000
caller's Contact Details:- Name:- 236855 Email:- Limited, WH Smith High Street Phone:
Contact Details:- Name:- Limited, WH Smith High Street Emai
Limited, WH Smith High Street
caller : Kirkintjlloch 236899
aller Contact :I GRO
configuration Item?
Location: 236855
HINGX
Phone: =
jDate:27-Nov-2018 10:13:34 User: Customer Call_
27/11/2018 10:11:28 ~ Jacqueline Wilcock (Additional comments)
emailed PEAK the attachments & email trail
lbate:27-Nov-2018 10:13:37 User:Chad Daborn
Product HNG-x Platforms -- HNG-X Counter App (CNT) (version unspecified) added.
JDate:27-Nov-2018 10:14:25 User:Chad Daborn
Reference Added: SSCKEL kiangl1323R
jDate:27-Nov-2018 10:14:42 User:Chad Daborn
[Start of Response]
PRESCAN
comments:
KEL Reference: kiangl1323R
lAssigned User:Dave S
[End of Response]
Response code to call type las Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
bate:27-Nov-2018 10:14:47 User:Chad Daborn
the Call record has been assigned to the Team Member: David Seddon
Progress was delivered to Consumer
Jbate:27-Nov-2018 10:15:01 User:Chad Daborn
the Call record has been assigned to the Team Member: David Seddon
Progress was delivered to Consumer
Date: 27-Nov-2018 10:15:03 User: Mail Manager_
\dded evidence item ‘OriginalEmail.eml' from Email attachment
external Progress,_Upd: ived via Email
originator
\dded evidence item "Session Data Kirkintilloch 236855.xle' from Email attachment
FUJ00171906
FUJ00171906
ded evidence item ‘Decs for Kirkintilloch = 230s552.x1s" from Email attachment
JDate:27-Nov-2018 10:33:15 User:RCAClient Live
PEAK { PC0275532 ] Branch ID [ 236855 ] Node ID [ 01 ] SSN [
/cygdrive/c/ProgramData/Fujitsu/CounterBusinessApplicat ion/1d
levidence/236855/01_postofficecounter. log. 2018-11-15.zip
User [ dsedj J Attempting command execution: get
ecounter.1og.2018-11-15.zip
date:27-Nov-2018 10:33:17 User:RCAClient Live i
PEAK [ PC0275532 ] Branch ID [ 236855 ] Node ID [ 01 ] SSN [}j. ] Command execution completed
luccessfully:get /cygdrive/c/Programbata/Fujitsu/CounterBus inéssApp!icat ion/1og/postofficecounter. 1og.2018-11-15.zip
levidence/236855/01_postofficecounter.log.2018-11-15.zip
Date:27-Nov-2018 10:37:32 User:RCAClient Live =
PEAK { PCO275532 ] Branch ID [ 236855 ] Node ID [ 02 I SSN {}__ GRO }] User [ dsed{GRol] Attempting command execution: get
/cygdrive/c/Programbata/Fujitsu/CounterBusinessApplication/log/postofficecounter.1og,2018-11-15.zip
levidence/236855/02_postofficecounter.log. 2018-11-15. zip
Date:27-Nov-2018 10:37:43 User:RCAClient Live 5 aay
IPEAK [{ PCO275532 ] Branch ID { 236855 ] Node ID [ 02] SSN [} GRO User [ dsedGRO} I Command execution completed
Isuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusineSsApprréat ion/log/postofficecounter.log.2018-11-15.zip
levidence/236855/02_postofficecounter.1og.2018-11-15.zip
Jbate:27-Nov-2018 11:21:28 User:RCAClient Live =
PEAK [ PCO275532 ] Branch ID [ 236855 ] Node ID [ 01 ] SSN [i
/cygdr ive/c/ProgramData/Fujitsu/CounterBusinessApp] icat ion/1697j
ovidence/236855/01_postofficecounter.log. 2018-11-14. zip
GRO
] Attempting command execution: get
8-11-14.zip
User [ dsed
ecounter. log.
Date:27-Nov-2018 11:21:30 User:RCAClient Live
PEAK { PCO275532 ] Branch ID [ 236855 ] Node ID { 01 ] SSN [
lsuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusin
levidence/236855/01_postofficecounter.1og.2018-11-14.zip
User [ dse}
tion/log/post:
Command execution completed
ecounter.log.2018-11-14.zip
Date:27-Nov-2018 11:21:46 Uscr:RCAClient Live
PEAK [ PC0275532 ] Branch ID [ 236855 ] Node ID [ 02 ] SSN [ 4d] User [ dseq@ROl] Attempting command execution: get
/cygdr ive/c/ProgramData/Fujitsu/CounterBusinessApplication/1ég/postofficecounter. log. 2018-11-14.zip
levidence/236855/02_postofficecounter.log.2018-11-14.zip
bate:27-Nov-2018 11:21:55 User: RCAClient Live :
PEAK { PC0275532 ] Branch ID { 236855 ] Node ID [ 02 } SSN [{ Command execution completed
lsuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusinéssApplicat ion/log/postofficecounter.log.2018-11-14.zip
levidence/236855/02_postofficecounter.1og.2018-11-14.zip
Date:27-Nov-2018 11:22:49 User:RCAClient Live ;
PEAK [ PCO275532 ] Branch ID [ 236855 ] Node ID [ 03 } SSN [
/cygdr ive/c/ProgramData/Fujitsu/CounterBusinessApplicat ion/16g7postortt
levidence/236855/03._postofficecounter.1og.2018-11-14.zip
User [ dsedigrol] Attempting command execution: get
counter. log. 201B-11-14.zip
Date:27-Nov-2018 11:22:58 User:RCAClient Live
PEAK [ PCO275532 ] Branch ID [ 236855 ] Node ID [ 03 ] SSN ft...
lsuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusines:
levidence/236855/03_postofficecounter.log.2018-11-14.zip
User [ dsedGRO!] Command execution completed
Tcecounter.1og.2018-11-14.2ip
Date:27-Nov-2018 11:30:22 User:RCAClient Live
PEAK [ PCO275532 ] Branch ID [ 236855 ] Node ID [ 01 ] SSN {{~~"6RO
/cygdr ive/c/ProgramData/Fujitsu/CounterBusinessApplication/log/ies
ha.zip
}] User [ dsedigro! ] Attempting command execution: get
Tlog.2018-11-1472Ip evidence/236855/01_message.log.2018-11-
IDate:27-Nov-2018 11:30:23 User:RCAClient Live
PEAK { PC0275532 ] Branch ID [ 236855 ] Node ID [ 01 } SSN [
successfully:get /cygdrive/c/ProgramData/Fuj itsu/CounterBusinéssApp
jevidence/236855/01_ message. log.2018-11-14.zip
User [ dsedGRO}] Command execution completed
ion/log/message71og. 2018-11-14. zip
jbate:27-Nov-2018 11:30:39 User:RCAClient Live a
PEAK [ PCO275532 ] Branch ID [ 236855 ] Node ID [ 03 ] SSN [ User [ dsedGRO! } Attempting command execution: get
/cygdr ive/c/ProgramData/Fujitsu/CounterBusinessApp] icat ion/16g/message. Log .2018-11-1472ip evidence/236855/03 message. log.2018-11-
14.zip
a
FUJ00171906
FUJ00171906
fDate:27-Nov-2018 11:30:44 User:RCAClient Live
PEAK { PC0275532 ] Branch ID [ 236855 ] Node ID [ 03 ] SSN [
ully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusi
levidence/236855/03_message.log.2018-11-14.zip
] Command execution completed
og-2018-11-14.zip
J user [ deed
Con/log/mes
jbate:27-Nov-2018 13:56:58 User:David Seddon
evidence Added ~ 236855 01 PostOfficeCounter.log.2018-11-14 - File will be Obfuscated and made available to download soon.
Jbate:27-Nov-2018 13:57:19 User:David Seddon
evidence Added - 236855_03_PostOfficeCounter.log-2018-11-14 - File will be Obfuscated and made available to download soon.
jbate:27-Nov-2018 13:57:45 User:David Seddon
evidence Added - 236855 01 message.log.2018-11-14 - File will be Obfuscated and made available to download soon.
Joate:27-Nov-2018 13:58:08 User:David Seddon
evidence Obfuscated File (CTRPOC) Added = 236855 01 post
unter
JDate:27-Nov-2018 13:58:07 User:David Seddon
Evidence Added - 236855 03 message.log.2018-11-14 - File will be Obfuscated and made available to download soon.
Jbate:27-Nov-2018 13:58:37 User:David Seddon
vidence Obfuscated File (CTRPOC) Added - 2368
JDate:27-Nov-2018 13:58:39 User:David Seddon
levidence Obfuscated File (CTRMSG) Added - 2:
Jat e:27-Nov-2018 13:58:43 User:David Seddon
nvidence Obfuscated File (CTRMSG) Added = 235855 03 mes
jpate:27-Nov-2018
lnvidence Added - 2
9:57 User:David Seddon
[Date:27-Nov-2018 14:01:21 User:David Seddon
evidence Added - 236
data extract 20181107 onwarc
[bate:27-Nov-2018 1
lbvidence Added - 2368.
2:25 Uscr:David Seddon
5 Button pr
lDate:27-Nov-2018 14:13:50 Uscr:David Seddon
[Start of Response]
[fhe description of the problem is very unclear and is lacking detail. That said, having looked at the evidence supplied, I have
been able to figure out what they may be talking about.
fhe spreadsheet showing the cash declarations lists a £3712.41 cash declaration at 17:13 on 14/11/2018 with a £0.40 discrepancy
towever, a cash declaration made for the same amount the next day at 14:33 results in a -£166.46 discrepancy. This is despite
there having been no cash effecting transactions entered on the system between these two declarations.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
lkesponse was delivered to Consumer
Date:27-Nov-2018 1
[Start of Response]
liaving investigated further it would appear that a user has been able to transact transactions within stock unit CC in TP8 BP2
despite that stock unit having already been rolled into TP& BP3 (see attached button press timeline, rep events and session
data).
3:54 User:David Seddon
8 a result, although the transactions have been recorded in the session data table on the branch database they are not being
picked up by the rollover proce
result discrepancies are being reported in cash and stock.
s as the balance period in which they have been transacted has already been dealt with. As a
outing to development for urgent investigation/fix and guidance on reconciliation required.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
lkesponse was delivered to Consumer
oate:27-Nov-2018 14:53:59 User:David Seddon
fhe call Priority has been changed from ©
the call Priority is now A
Date:27-Nov-2018 14:56:02 User:David Seddon
JA new Business Impact has been adde
Discrepancies being incorrectly reported so high visibility especially given ongoing court cases
labout to date
Just this one instance known
[Date:27-Nov-2018 1.
6:24 User:David Seddon
FUJ00171906
FUJ00171906
fine Call record has been transferred to the pean: xCtE GDC
lUser:David Seddon Confirmed that this Incident may be passed to the external company with the attached evidence.
Progress was delivered to Consumer
bate:27-Nov-2018 14:58:58 User:David Seddon
[Start of Response]
jote that a check is currently being undertaken on the branch support database to identify if this issue of transactions being
transacted in an already rolled over TP/BP has occurred elsewhere in the last 6 months.
[End of Response]
Response code to call type L as Category 40
kesponse was delivered to Consumer
Pending -- Incident Under Investigation
Jat ¢:27-Nov-2018 15:19:49 User:Ramesh Kalavakolla
[fhe Call record has been assigned to the Team Member: Shweta Patil
Progress was delivered to Consumer
Date: 28-Nov-2018 07:01:59 User:Shweta Patil
trying to reproduce the peak.
bate: 28-Nov-2018 09:20:13 User:David Seddon
Product HNG-X Platforms -- HNG: unter (HNGA) (version unspecified) added.
Date:28-Nov-2018 09:20:20 Uscr:David Seddon
Product HNG-X Platforms -- HNG-X Counter App (CNT) deleted.
product HNG-X Platforms -- HNG-A Counter (HNGA) updated to
subject.
bate: 28-Nov-2018 09:55:31 User:Kevin McKeown
faking a clone to track the wider estate checks that SSC have been doing since yesterday.
JDate:28-Nov-2018 09:55:37 User:Kevin McKeown
call has been cloned to Call:PC0275565 by User:Kevin McKeown
7:52 User:John Simpkins
Date: 28-Nov-2018 11:02:38 User: Customer Call_
28/11/2018 11:01:16 ~ Webmethods Integration User (Additional comments)
2018/11/28 11:00:54 GMT Log Comment Hypercare - Mark
lUser/Requester Name: Peth
PATH CODE (fo
Phone number:
JAD code: 2368552
Branch Location / Address: Kirkintilloch
total Branch Counter:
f fected Node:
Itssue Description:
user called about 112730593
[notes indicated that new call was raised via AT
call currently still under investigation
Fuser acknowledged
12776459
[Date:28-Nov-2018 11:30:50 Uscr:David Seddon
evidence Added - 15254
ther branch)
Rep Event
JDate: 28-Nov-2018 11:35:54 Uscr:David Seddon
rind attached an example of another branch that has been able to do transactions in a stock unit TP/BP that had already been
frolled over. Again you can see that user temporarily locked their user session on one counter, did the rollover on another
counter, then returned back to the original counter and unlocked their old user session. Transactions on this counter now in old
I'P/BP rather than new one until they logged off.
JDate:28-Nov-2018 12:36:09 User: Customer Call_
28/11/2018 12:34:02 ~ Simon Cutmore (Additional comments)
lbave Seddon @ PEAK (software team) advised the below:-
Having looked into this matter I’ve identified that a number of transactions carried out on the afternoon of 14th November have
been incorrectly allocated to TP8 BP2 rather than TP8 BP3. We’re currently investigating exactly how this happened and are
Hooking into how we can t the branch accounts. Somebody will be in touch as soon as we know more.”
corre
oat e:28-Nov-2018 13:13:59 User:_Customer Call_
28/11/2018 13:11:51 ~ Simon Cutmore (Additional comments)
FUJ00171906
FUJ00171906
falied [advised Beth of the situation and we will update her further once we hear more
date: 28-Nov-2018 15:04:07 User:Gimey johnbasco
[Start of Response]
le are able to reproduce the issue in development with HUID user(POID linked). The issue is highlighted as below:
h. A HUID user logs in one counter(i.e. say counter 1) and locks the current counter.
2. The user then login with same HUID user in another counter(i-e. say counter 2) and rollover to TP/BP or attaches to other SU
land cleanly logs out.
3. Now once he logs in back to the first counter his user session is not updated (i.e TP/BP/SU/etc.) as it is in a locked state
land his current session is restored without any update the user made in an earlier counter.
4. From this state if he performs any transaction it affects the state of SU/the user session.
Ithe above issue has been discussed with Jon, Andy T and Gareth. Design solution is in progress for this issue.
[End of Response}
Response code to call type L as Category 41 -- Pending -- Product Error Diagnosed
Response was delivered to Consumer
Date: 28-Nov-2018 15:57:34 User:Jon Hulme
lero: Hulme, Jon << &
lsent: Wednesday, November 28, 2018 3:53
ffo: Bansal, Steve (RRAQL) <Steve Bansal,
steven. Porter. SRO.
cc: McKeown,
““"t ssc puty Manager <sscdit
ost Of f iceAccount Dut yManage{..
wwnd Seddon, Dave (P
Kandy. Thomad } Gareth <Gareth.Seemungat,
subject: RE: Discrepancies being reported as a result of transactions being transacted in a TP/BP that has already been rolled
lover (PC0275532)
Porter, Steven
Thomas, Andrew
It2ve just been in a call with Andy T, Gareth S and Gimcy (and please feel free to comment on this email if you need to correct
lanything I say).
his is an interim note, since further design thinking is needed regarding the solution.
[this problem is related to counter A being locked, and then counter B changing some state in the database that is cached locally
lin counter A?s memory (e.g. information relating to the user or the stock unit in use on A). When counter A resumes it then has
invalid state in memory.
Pre-EUM this was avoided by various user and stock unit operations checking whether another user was logged in or attached to the
same shared stock unit, and if so preventing the operation. However these checks generally to not consider the possibility of the
same user being logged in at another counter, as that was previously not possible without invalidating the original user session.
JPost EUM, and EUM user (i.e. one associated with a POID) wrongly passes these checks and can perform the operation (e.g. rolling
lover the stock unit).
le cannot make the unlock operation update all the local state from the BRDB because the clerk may be mid-transaction, and the
requirement is to continue exactly where he left off. Therefore the only solution is to prevent the operations that may impact
the local state from happening when the user is logged in to another counter with the same Horizon user id.
[there are two possible ways to do this
h) Enhance all the existing checks to check for the same Horizon user logged in elsewhere. The problem with this is identifying
all these checks, and determining if new ones are needed.
2) Prevent access to the buttons that perform these dangerous operations if the same user is logged in but locked elsewhere
(e.g. by disabling the Back Office button, or perhaps lower level Back Office buttons).
further design thinking and analysis is needed.
Date:03-Dec-2018 07:23:21 Uscr:Ramesh Kalavakolla
Gimey and Jon Hi are working on identify possible solutions.
jbate:04-Dec-2018 08:17:05 User:Maciej Frontczak
ction placed on Team:BIF
jDate:04-Dec-2018 09:30:08 User:_Customer Call_
04/12/2018 09:27:32 ~ Jack Steptoe (Additional comments)
from: Post Office Service Desk [mailto:PostOfficeServiceDes!
Sent: 04 Deqember2018. 09:28.
if GRO.
INCT723770 112730593 - Incident Rejected I INC1742274 / ATF:112776459
Iii Team,
lcood Morning.
je write in relation to reference ATF:112776459 ~ INC1742274 with regards to the balancing issue.
May we have an update regarding this please? User called chasing up for an update.
Your response is highly appreciated.
Date:04-Dec-2018 09:32:39 User: Customer Call_
o4/12/2018 09:28:28 - Jack Steptoe (Additional comments)
FUJ00171906
FUJ00171906
FronT aA
Sent: 04 December 2018 09:28 “y
Ino: Post Office Service Desk <Post0fficeservicedes GRO] mac <unc GRO]
subject: RE: INC1723770 112730593 - Incident Rejected I INC1742274 / ATF:112776459
Hi,
[this is still in progress with our support teams, we will contact the branch when there is an update.
Kind Regards,
black
JDate:04-Dec-2018 09:33:40 User: Customer Call_
lo4/12/2018 09:29:13 = Webmethods Integration User (Additional comments)
2018/12/04 09:27:57 GMT Log Comment ***Hypercare - Migs***
lUser/Requester_ Name: Peth
Phone number: £.
IFAD code: 2368552
{ Address: Kirkintilloch
lled asking for an update
I User stated that she was advised by the software team that they will contact her today
I Advised user that it's still too early and they might call later to relay any updates
I Advised user that i'll be sending an email chase to the relevant team
I- Sent email chase to MAC
See attached
D
jbate:04-Dec-2018 09:51:51 User: Customer Call_
04/12/2018 09:50:42 - Webmethods Integration User (Additional comment.
Attachement RE INC1723770 112730593 - Incident Rejected INC1742274 ATF 112776459 .msg
Jsmail to MAC
jDate:04-Dec-2018 10:19:43 Uscr:Julia Betteley
the call Target Release has been moved to Targeted At -- HNG-X 18.43
Jbatc:04-Dec-2018 10:24:20 Uscr:Ramesh Kalavakolla
lAction has been removed from the call
pate:04—Dec-2018 11:12:08 User: _Customer Call_
04/12/2018 11:10:52 ~ Webmethods Integration User (Additional comments)
Attachement RE INC1723770 112730593 - Incident Rejected INC1742274 ATFI12776459 .msgq
email from MAC
bate:05-Dec-2018 11:34:09 Uscr: Customer Call_
o5/12/2018 11:33:11 - Webmethods Integration User (Additional comments)
2018/12/05 11:32:48 GMT Log Comment ***Hypercare ~ Migs***
lUsex/Requester Name: Beth
Phone number: &
IraD code: 2368552
Branch Lacation/, Address: Kirkintilloch
GRO
User called asking for an update
I Advised user that this is still in progress with the support team of MAC
I Advised user that MAC will contact her once an update is available
I User acknowledged
Date: 06-Dec-2018 10:08:12 Uscr:Kevin McKeown
Reference Added: Call reference PCO275690
Jbate:07-Dec-2018 10:47:46 Uscr:John Simpkins
lsteve Bansal is requesting that this Peak be returned to MAC for passing the incident to NBSC (to be discussed with Julie
thomas) .
[the affected transactions have been passed to the Post Office FSC for standard operational procedure
the three calls for this issue are:
PCO275532 - Original from branch 236855. To be used to resolve issues at that branch.
pco275565 - Clone for SSC monitoring.
pco275690 - Clone for on-going Development investigations.
FUJ00171906
FUJ00171906
[Date:10-Dec-2018 1
Reference Adde
[Date:10-Dec-2018 10:20:49 User:Kevin McKeown
eyi, PCO275625 is a follow-up from SecOps,
lcpc = please see 07-Dec update and action.
Date:11-Dec-2018 07:33:55 Uscr:Ramesh Kalavakolla
las suggested above, Please route this peak to MAC team (I am not sure about MAC team stack in peak).
Jbate:11-Dec-2018 07:34:11 Uscr:Ramesh Kalavakolla
fhe Call record has been transferred to the team: EDSC
lUser:Ramesh Kalavakolla Confirmed that this Incident may be passed to the external company with the attached evidence.
Progress was delivered to Consumer
jbate:11-Dec-2018 10:51:54 User:Chad Daborn
[Start of Response]
Steve Bansal is requesting that this Peak be returned to MAC for passing the incident to NBSC (to be discussed with Julie
thomas) .
the affected transactions have been passed to the Post Office FSC for standard operational procedures.
Returning call as requested
[End of Response]
IResponse code to call type L as Category 94
Routing to Call Logger following Final Progress
service Response was delivered to Consumer
Advice and guidance given
JDate:41-Dec-2018 10:51:54 User:Chad Daborn
CALL PC0275532 closed: Category 94 Type L
JDate:44-Dec-2018 10:51:54 Uscr:Ghad Daborn
Defect cause updated to 41 -- General - in Procedure
Jbate:19-Dec-2018 08:07:07 User:
CALI. PCO275532 reopened by
Customer Call_
Customer Call_
JDate:19-Dec-2018 08:07:07 User:_Customer Call_
service: Counter Application Platform: HNG-A Counter Server - Server: N/A
lUser/Requester Name: Beth
PATH CODE (for,
Phone number:
IFAD code: 2368552
Branch. Lacat:
Kirkintilloch
ffotal Branch Counter: 05
ffected Node: 03
issue Deseription:
I User called reporting that they are having a 767 pounds discrepancy on the counter
I User said that the transactions are showing on the transaction logs but not on Balance report when they tried to declare a cash
I User said that they have phoned NBSC already and NBSC advised them that this is a software fault
I NBSC look at the report and the transactions are not showing
I NBSC reference no. 362925
I: Raised to the software team
DS:
Node id: 03
User Ta: JWwMEO1
pplication on Node: n/a
Ht. CBA - HNGA PACKAGE _CBA_1773
2. WSPOS - HNGA PACKAGE WSPOS_1773
8. JRE - HNGA_PACKAGE JRE 1773
4. INGENICO_PINPADAGENT - HNGA PACKAGE INGENICO PINPADAGENT 1773
5. INGENICO TOOLS ~ HNGA_PACKAGE_ INGENICO_ TOOLS 1773
6. INGENICO FIRMWARE - TEST NOT REQUIRED
7. CBA TEST TOOL - TEST NOT REQUIRED
ls. CNIM - BNGA_PACKAGE_ CNIM_1773
9. CAS NETWORK QOS - HNGA_PACKAGE_ CAS NETWORK Q0S_1773
Ho. CYGWIN - HNGA PACKAGE CYGWIN 1773
ht. NETCOOL - HNGA PACKAGE NETCOOL 1773
12. NETCOOL CONFIG - HNGA PACKAGE NETCOOL CONFIG 1773
jexact date / time of error: 15/11/2018 14:33
key strokes: n/a
jeseage number (MSG Number) , Message title and Full message text as seen by the PM: n/a
where the error occurred (screen ID): n/a
FUJ00171906
FUJ00171906
anrent IP / BP 7 Stock uni T 0m BP: 04 Stock Unit: cc
KA used: POL-SD-Horizon-Minimum Dataset for Software Calls
ccess Times
lAEfected Counter Position: 05
[Branch Opening Hours:
(ON090 0TUE0 900WED0900THUO900FRI0900SAT0900SUN0000BNK0000
(ON0000TUEN000WEDO000THUO000FRI0000SAT0000SUND000BNK0000
(ON000 0TUED000WEDO000THUO000FRT0000SATO000SUNO000BNK0000
(ON1730TUE1730WED1730THUL730ERI1730SAT'1 730SUNO000BNKO000
Name
Phone:~
Limited, WH Smith High Street Phone:-
caller's Contact Details
Reported by, Contact Details:
236855 Email:- Limited, WH Smith High
Name:- Limited, WH Smith High Street Emai.
caller F "Kirkintilloch 236855
caller Contact
sonfiguration Item
Location: 236855
Jbate:19-Dec-2018 08:11:39 User:Jack Steptoe
Update from TFS..
lkmail from Atos ~ Do we still have ac
3 to the keystrokes?
lrrom: Shirley Hailstones <shirley.hailstoned_
sent: Tuesday, December 18, 2018 5:52 PM
fo: Post Office Service Desk <Post! S
cc: Mathew Waller <Mathew.Walled”~
subject: FW: RE: ref 362925 / INC1742274 / 112
6459 - Balancing Issue CRM:0039000733
Iti Owen
bo you know if key strokes have been analysed for this issue?
if so, what was the outcome? If not, is it too late to request this?
le?re particularly interested in a transfer as noted below:
laccepted into SU CC at 12:43 on 14th November on Node 3. The user was JWigRO!
the transfer in question is noted below @ totals £1682.
2 10 x SA 2nd Class x 100
Ip 50 x 12 x 2nd Class SA books
100 x Christmas 2nd Class x 12 books
100 x and ¢ Stamps
latter accepting the Transfer into SU CC the stock levels did not increase accordingly, but they did on the outgoing stock unit
(us).
tf you need any further detail, please let ,me know
thanks
shirley
Jbate:19-Dec-2018 09:04:23 User:Taylor Byles
the Call record has been assigned to the Team Member: Taylor Eyles
Date:19-Dec-2018 09:07:07 Uscr:Taylor Byles
[Start of Response]
IPRESCAN
comments: Routing for progres
KEL Reference:
er: Dave Seddon
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
[Date:19-Dec-2018 09:07:14 Uscr:Taylor Eyles
[the Call record has been assigned to the Team Member: David Seddon
Progress was delivered to Consumer
JDatc:19-Dec-2018 09:32:16 Uscr:Steven Porter
the call Target Release has been moved tO Proposed For ~~ Re-target
Date:19-Dee-2018 09:52:53 Uscr:Steven Porter
I understand that POL have declined to deliver this fix, certainly not for R18.43 - thus to ensure this is not marked incorrectly
las targeted at R18.43, and I have proposed re-targeting.
FUJ00171906
FUJ00171906
fDate:19-Dee-2018 09:43:59 User:John Simpkins
[Start of Response]
I have discussed directly with Shirley.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
jDate:04-Jan-2019 14:58:19 User:David Seddon
[Start of Response]
Response from Shirley Hailstones at Post Office...
"This can be Closed down now as it?s part of a wider known issue."
therefore returning call for closure.
{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
JDate:04-Jan-2019 14:58:19 User:David Seddon
CALL PCO275532 closed: Category 68 Type L
Root Cause General - in Procedure
Logger _Customer Call_ -- EDSC
Subject Product HNG-X Platforms -- HNG-A Counter (HNGA) (version unspecified)
Assignee _Customer Call_ -- EDSC
Last Progress 04-Jan-2019 14:58 -- David Seddon