FUJ00171943
FUJ00171943
Peak Incident Management System
Call Reference PC0280046 Call Logger John Simpkins -- EDSC
Release Reported In -- HNG-X Rel. Ind. Top Ref PC0279931
Call Type Cloned call Priority C -- Progress restricted
Contact John Simpkins Call Status Closed -- Duplicate Call
Target Date 04/10/2019 Effort (Man Days) 0
Summary INC3518018 : 102868 - Unable to log in
All References Type Value
Call reference PC0280444
Clone Master PC0279931
Impact Statement —_User Date
John Simpkins 27-Sep-2019 08:43:25
Event reporting on HORIce is misleading as the timestamps displayed may be incorrect.
Progress Narrative
IDate:12-Sep-2019 15:05:50 User:John Simpkins
CALL PCO280046 opened
Details entered are:~
summary: INC3518018 :
call Type:C
call Priority:¢
ffarget Release: HNG-X Rel. Ind.
outed to:EDSC - John Simpkins
102868 - Unable to log in
Date:04-Sep-2019 15:02:23 User
CALL Pc0279931 opened
petails entered are:-
summary: INC3518018 =
call Type:L
call Priority:
lfarget Release: HNG-X Rel. Ind.
Routed to:EDSC - _Unassigned_
Customer Call_
102868 - Unable to log in
jbate:04-Sep-2019 15:02:23 User: _Customer Call_
INCIDENT MANAGEMENT
Date/Time Raised: Sep 4 2019 12:37PM
c
Grangemouth
192868
iginator: XXXXxXX@TFSO1
Originator's reference:
Product. Serial No:
product Site:
INCO087001
s** Incident raised by IT Digital Service Desk ***
h. FAD code:
2. Node id:
3. User Id: cS
4. Description 6:
himself but now,
102868
if he logs onto 01 and needs to log into 02 is getting a MSG40050,
‘You're currently logged onto another counter
jposition. You'll be forced to log out when you log into the other terminal’.
5. Exact date / time of error: 30th Aug 2019 between 14:13 - 15:24
ls. Key strokes: Logging into stock units
7. Message number (MSG Number) , Message title and Full message text as seen by the PM: MSG40050
lancther counter position. You'll be forced to log out when you log into the other terminal’.
8 Where the error occurred (screen [D): N/A
Ig. Current TP / BP / Stock unit: HH and B (coin)
HO. NBSC Checks completed and results: NBSC have looked over the Rep Events Data, please see attatched email
tyou're currently logged onto
shelly (NBSC) - Robert - Grangemouth - 2 shared stock units, HH and B (coin), before the maintenance over the weekend he was able
to attach himself but now, if he logs onto 01 and needs to log into 02 is getting a MSG40050, ‘You're currently logged onto
lancther counter position. You'll be forced to log out when you log into the other terminal’.
caller : Grangemo
caller Contact
configuration Item : Counter - Error Message
Location:
[Date:04-Sep-2019 15:04:29 User: Customer Call,
FUJ00171943
FUJ00171943
[0470572015 15:02:48 = Jack Steptoe (Additional comments)
is this another case as described in dsed09I? Will add email trail from POL to the PEAK which contains some extracts from Horice
le more information.
bate:04-Sep-2019 15:04:32 Uscr:Anne Best
product General/other/Mise —- Counter procedures (version unspecified) added.
Jbate:04-Sep-2019 15:05:01 User: Mail Manager_
lAdded evidence item 'OriginalEmail.eml' from Email attachment
external Progress Update Received via Email.
Originator : "MAC!
sent Date : Wed Sep OF ISTUSTTO BST 20TS
subject : FW: FAD: 1028685 - Grangemouth - Smart ID issue
kind Regards,
Wack
from: Nicola Lowe {
sent: Wednesday, September 4)_
to: Liam Oldfield {
subject: FW: FAD: 1028685 — Grangemouth - Smart ID issue
lerom: Cristina Melo
sent: 02 September 2019 13:58
fro: Lee McCormack {
cc: Nicola Lowel
James. Taylor(., aw _
lsubject: FW: FAD: 1028685 - Grangemouth - Smart ID issue
Janés Taylor
lcood afternoon,
the below email trail shows what we have checked on Horice and the what me and Shaun have concluded.
lie has requested this be raised with IT.
can you please let me know the reference number so I can update my case (CAS-908964) and the resolution.
Many Thanks,
[cid:image004.jpg@01D45FB1.1B9162F0}
cristina Melo
ssc Tier 2 Advisor
Business Support Cntr
Post Office Ltd
hist Floor
io 1 Future Walk
chesterfield $49 1PF
lcristina.melof
from: Shaun Turner
sent: 02 September 2019 12
to: Cristina Melol
James Taylor
23
} Esther Harvey
cristina,
It agree from looking at the data that something looks off here.
here are examples of concurrent logins being detected when it appears all the 01 and 02 login are both logged out. At first I
thought it might be a case that the user was logged in at different nodes with the same ID (which is permitted providing other
sessions are locked), but looking at the example for 30th Aug if you track the node logins and logouts, when the concurrent login
as triggered at 12:55, the 01 and 02 logins were both logged out of all nodes.
I thought the issue was that the user was trying to change SU associations whilst having a locked session for the same Horizon
td, but if you look at the below sequence, the starting point for which is that 02 is logged out everywhere and 01 is logged in
to node 5 and locked. By the time you get to Event ID 7 which is basically to denote the event where a user tries to change SU
associations for the same Horizon ID which is logged in elsewhere with a locked session, it is pretty clear that the 01 login is
lonly logged in one place at that time (node 5), so there are no other sessions to ‘mark as failed’.
EVENT DATE
(ODE ID
IeVENT 1D
EVENT DETAIL.
TOCK UNIT
FUJ00171943
FUJ00171943
FUJ00171943
FUJ00171943
FUJ00171943
FUJ00171943
Furthermore, there is this odd login of the 02 ID at 15:22:28 to SU HH on Node 2, but it is not shown to be logged out when the
luser unlocks the 01 ID on node 5. We know there has been a logout though, as the next event on Node 2 is a No Recovery Message.
oz next logs in at node 2 at 15:25. I am not sure why we see no logout for 02, even if that is a forced logout.
fhe interesting thing is at the time this is happening both 01 and 02 are attached to HH SU, so I am thinking what might be
appening in this case is this:
h. 01 is locked on SU HH
2. 02 logs on to SU HH and is not locked
3. 01 is unlocked kicking ont the 02 login (there should be a message displayed at this point about concurrent sessions, but
Incthing is seen here in Rep Events)
4. This triggers SU HH into a state where a recovery is required
5. 01 then tries to change the attachment. from HH to AA when the SU is in a recovery state and that is triggering the issue.
[this is speculation on my part, but there is clearly something amiss. I suggest you get this raised to the IT Helpdesk with a
jrequest for it to be passed to Fujitsu. Please let me have the reference number for the call when it has been raised, and in the
eantime, I will try and reach out to some contacts in Fujitsu.
Regards
shaun
[cid: image001.png@01D05CE8 .943E66F0]
shaun Turner
product Owner
Isnhanced User Management Programme
From: Cristina Melo
Sent: 31 August 2019122 Soo se
fro: Shaun Turner {
cc: James Taylor {= = RS
Subject: FAD: 1028685 - Grangemouth - Smart ID issue
Jcood afternoon,
I looked over the Rep Events Data (I have also attached it to the email).
It have looked at only one user, although the Post Master says this is happening with all users in branch.
Also confirmed that the office was not balancing on any of these dates and times.
[this is what I found, can you please let me know what you think.
[cid:image003.png@01D56183.C26CFBFO]
t*m a bit confused about a few things, so I’ve added my notes below.
Jo. unlocked HH, Node 3
Jo. Log out HH, Node 3
Both users are now logged out - 13:25:09 27-Aug-2019
[13:25:43 27 Aug-2019 - 01 Log out HH, Node 2 - How is this possible?
lo2 Log on HH, Node 3
Jo2 Log out HH, Node 3
h3:26:04 27-Aug-2019 ~ 01 Log on HH, Node 2
h3:26:10 27-Aug-2019 - 01 Log out HH, Node 1 ~ Legged out in the different node than the one he logged on
lol Log on HH, Node 1
3:26:35 27-Aug-2019 - 02 Log out HH, Node 1 - 02 is logged onto node 2, so how can it log out on node 1?
Jo2 Log on HH, Node 1
Jol Log on HH, Node 3 ~ 01 looks like it’s logged onto HH on Node 1 and 3 at the same time
3:27:36 27-Aug-2019 - 02 Message: Concurrent login detected for User JSIgrojNode 2 (not locked with 01 user, would this be why
jthe message appear: *
[cid: image004 .png@01D56183.C26CFBFO]
Ir don’t know why he is getting the message on this one as he is logged out with 02 user and with 01 user as well, 80 why the
essage?
tater on the same day the message comes up again and I have a few questions on this one as well.
[cid: image005 .png@01D56183.C26CFBFO}
Logged onto HH with 02 on Node 2 and HH with 01 on Node 5 ~ Both Unlocked
ol Attached to AA, Node 5 (existing session for user 01 marked as failed) didn’t lock 02
lol Lock AA, Node 5
Jo. Unlock AA, Node 5
jo2 Log on HH, Node 2 - was logged out because he did not lock before??
FUJ00171943
FUJ00171943
[ol Attach to Wl, Node 5 (existing sessions for user Ol marked as failed) didn’t lock 02
lo2 Attach to AA, Node 2 (existing sessions for user 02 marked as failed) didn’t lock 01
oz Log out AA, Node 2 - Would he have been logged out of this automatically?
lo2 Log on HH, Node 2
fol Lock Hi, Node 5
lol Log on HH, Node 5 - He locks 01 on HH, Node 5 and then logs onto the exact same stock unit and position?
lo2 Lock AA, Node 2 - He was logged onto HH with 02, so how is he locking in AA?
lol Unlock HH, Node 5
lo2 Log on AA, Node 2
Jol Log out HA, Node 5
lo2 Unlock AA, Node 2
o2 Attach to HH, Node 2
Jo2 lock HH, Node 2
lo2 Unlock HH, Node 2
o2 Lock HH, Node 2
lol is logged out and 02 is Locked on Node 2 so why the message?
6:01:13 30-Aug-2019 - 01 Message: Concurrent login detected for User JS!
sorry about all the questions, I just want to understand this well, so I can explain it to the branch.
Please let me know your views on this, when you can and/or if you need anything else.
ny Thanks,
[cid:image004. jpg@01D45FB1.1B9162F0}
cristina Melo
Issc Tier 2 Advisor
Business Support Cntr
Post Office Ltd
hst Floor
No 1 Future Walk
chesterfield $49 1PF
cristina-melo-— _
lAdded evidence item 'image002.png' from Email attachment
\dded evidence item ‘image003.png" from Email attachment
\dded evidence item ‘image004.png' from Email attachment
lAdded evidence item 'image005.png' from Email attachment
\dded evidence item 'image006.jpg' from Email attachment
Dat c:04-Sep-2019 15:07:19 User:Anne Best
IPRESCAN
}--dseao91-~
jDate:04-Sep-2019 15:08:14 Usecr:Anne Best
[the Call record has been assigned to the Team Member: Darran Avenell
Progress was delivered to Consumer
lbate:04-Sep-2019 15:50:44 Uscr:Darran Avenel]
Defect cause updated to 41: General — in Procedure
JDate:04-Sep-2019 15:51:06 Uscr:Darran Avenell
[Start of Response]
..-investigating.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
response was delivered to Consumer
bate:04-Sep-2019 15:56:28 User:Darran Avenell
[Start of Response]
sers logon to the counter using a Horizon User ID (HUID) but behind the scenes these are linked to a Smart ID (also known as a
Porp). It is possible for multiple HUIDs to be linked to the same POID.
[the counter should only be displaying message MSG40050 and terminating sessions if the same HUID has an ACTIVE or RECOVERING
session elsewhere, not if they have a different HUID but the same POID.
Itt would appear that the system is incorrectly checking for all HUIDs with the same POID though rather than just checking for the
same HUID with the same POID. Additionally, it is terminating sessions for any HUID with the same POID instead of only
terminating sessions for the HUID they are logged in as.
pco279713 has already been forwarded to development for investigation / fix. There is no financial impact but it is
junderstandably confusing to the users.
in the meantime, the branch users will simply have to accept the current system behaviour.
[End of Response]
Response code to call type L as Category 95 -- Final -- Advice after Investigation
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
FUJ00171943
FUJ00171943
fbate:04-Sep-2019 15:56:29 User:Darran Avenell
CALL PC0279931 closed: Category 95 Type L
Date: 05-Sep-2019 08:39:33 User:RCAClient Live
PEAK [ PCO279931 } Branch ID [ 102868 ] Node ID [ 02 ] SSN [ C ] User [ davelero}] Attempting command execution: get
/cygdrive/c/ProgramData/Fujitsu/CounterBusinessApplication/log/PostofticeCounter. log. 2UTS-08-30.zip
levidence/102868/02_PostOfficeCounter.1oq.2019-08-30.zip
Date: 05-Sep-2019 08:39:37 User:RCAClient Live = x
PEAK [ PCO279931 ] Branch ID [ 102868 ] Node ID [ 02 ] SSN [{.GRO 1] User [ dave{gRo! ] Command execution
successfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusinésshpplication/log/PostOfficeCounter.1log.2019-08-30.zip
levidence/102868/02_PostOfficeCounter.1og.2019-08-30.zip
Date:05-Sep-2019 08:41:35 User:RCAClient Live
PEAK [ 2C0279931 ] Branch ID [{ 102868 ] Node ID [ 05 } SSN [
/cygdrive/c/Programbata/Fujitsu/CounterBusinessApplicat ion/1o
levidence/102868/05 PostOfficeCounter.1log. 2019-08-30. zip
3} ] Attempting command execution: get
BETEeCounter. a 2019-08-30. zip
Date:05-Sep-2019 08:41:46 Uscr:RCAClient Live =
PEAK [ PC0279931 ] Branch ID [ 102868 ] Node ID [ 05 ] SSN tL GRO___}) User [ davelero] } Command execution completed
lsuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusinessApp!icat ion/1og/PostofficeCounter.1og.2019-08-30.zip
levidence/102868/05_PostOfficeCounter.log.2019-08-30.zip
lbate:05-Sep-2019 08:43:41 Uscr:RCAClient Live
PEAK { PC0279931 ] Branch ID [ 102868 ] Node ID { 03 } SSN [
\/cygdrive/c/ProgramData/Fujitsu/CounterBusinessApplicat ion/1og
lbvidence/102868/03_PostOfficeCounter.1og.2019-08-30.zip
] User [ davde
scounter. log. 2
9] I Attempting command execution: get
T9-08-30.zip
JDate:05-Sep-2019 08:43:46 User:RCAClient Live 7
PEAK [ PCO279931 ] Branch ID { 102868 ] Node ID [ 03 ] SSN [1 ] User { davdGRO} } Command execution completed
lsuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusinéssApplicat ion/1og/PostOfficeCounter.1og.2019-08-30.zip
levidence/102868/03 PostOfficeCounter.1og.2019-08-30.zip
jDate:12-Sep-2019 15:05:50 User:John Simpkins
call cloned from original call:PC0279931 by User:John Simpkins
Date: 12-Sep-2019 15:08:10 User:John Simpkins
[Start of Response]
fter a discussions with Jon Hulme he would like this to be re-investigated as the original email listed two issues. One was
correctly identified but the other appears to have both HUID (sinlge POID) users logged off when the event 119 (Concurrent login
lietected for User JSIjgRo: Awaiting user response to continue or cancel.) and event 101 (User JSUgRoI failed to log on. Concurrent.
tog on attempted — asEive Sesaion Termination Abandoned) were loqued- z
[End of Response]
Response code to call type €
as Category 38 -- Pending -- Potential Problem Identified
JDate:12-Sep-2019 15:33:39 User:Jon Hulme
levidence Added - All rep eve
JDate:12-Sep-2019 1:
lnvidence Added - A
lDate:12-Sep-2019 15:47:51 User:Jon Hulme
jote that counter logs for nodes 2,3,5 on 30/08/19 are on PEAK PC0279931
Date:12-Sep-2019 15:48:28 User:Jon Hulme
jo sorry, they are not. Adding now to this peak
j0ate:12-Sep-2019 15:51:32 User:gon Hulme
jomm will send to John by email, as don't want to put unobfuscated logs on PEAK
lDate:20-Sep-2019 08:41:58 User:RCAClient Live
PEAK { PCO280046 ] Branch ID [ 102868 ] Node TD [ 01 ] ssw [U sex [ jsim ] Attempting command execution: get
/cygdrive/c/Programbata/Fujitsu/CounterBusinessApplication/log/PostOfficeCounter . log. 2619-08-30. zip evidence/102868 02 POC 30-08-
ho. zip
Idate: 20-Sep-2019 08:42:00 User:RCAClient Live po S a
PEAK { PCO280046 I Branch ID [ 102868 } Node ID { 01 ] SSN {i I GRO] User [ jeimoro} } Command execution completed
jsuccessfully:get_/cygdrive/c/ProgramData/Fuj itsu/CounterBusinéssApplicat ion/1og/PostOfficeCounter.1og.2019-08-30.zip
FUJ00171943
FUJ00171943
vidence/102868_02 POC_30-08-19.2ip
(0:53 User:John Simpkins
\idoro} activity on August 30th until the failure
User: Activity:
Log on su HH
Log out
Log on su HH
temp lock
Log on
Unlock
log out
Attach su AA
Attach su HH
Log out
Log on
Log out
Log on
Attach su AA
Attach su B
Attach su Hi
Log out
Concurrent login detected
Failed to log on - Active session termination abandoned
Log on
jbate:20-Sep-2019 15:20:32 User:John Simpkins
né unusual aspect is that the REP event order is not backed up by the Counter logs (possible time difference on counters?) Could
this time difference be recorded in the database?
fhe SQL I believe used is PoidSessionAlreadyExists_v:
select s.token id, s.node id, s.branch accounting Code, s.fad hash, @.branch user, s.session_ locked timestamp, s.session_status
from brdb_branch_user_sessions s, brdb branch_user_poid mapping m
here m-poid=?
jand m.branch user=s-branch user
land m.branch accounting code=s.branch accounting code
land m.fad_hash=s.fad_hash
land s.token_id<>?
land s.session status IN ('ACTIVE', ‘RECOVERING’
brder by s.session_start timestamp desc
Jbate:20-Sep-2019 1:
Jtogout of counter 2:
7:19 User:John Simpkins
2019-08-30 11:55:19,517 UTC [AWT-EventQueve-0] Counter.ButtonPressed INFO - [] []- Button Id : logout / Button text :Logout-@@-
2019-08-30 11:55:20,164 UTC [AWT-EventQueue~0] Counter.Messages INFO - [] []- MSG00158: Confirm Logout-@@-
2019-08-30 11:55:20,747 UTC [AWT-EventQueue-0] Counter.ButtonPressed INFO - [] []- Button Id : 0 / Button text :Yes-@@-
2019-08-30 11:55:21,187 UTC [AWT-EventQueue-0] com. fujitsu.poa.ctrc-businesslogic-help-HelpBLO WARN ~ [] []- closellelp DETAT
ould not close help, HelpUIA is already null-@e-
2019-08-30 11:55:21,188 UTC [AWT-EventQueue-0] Counter.StepId INFO ~ [] []- Full Internal Step Id : MenuUIA / HSID : MAIN-MENU-
lustD-@@-
2019-08-30 11:55:21,733 UTC [AWT-EventQueue-0] com. fujitsu.poa.ctrc.businesslogic.help.HelpBLO WARN - [] []- closeHelp DETAIL
could not close help, HelpUIA is already null-@@-
2019-08-30 11:55:21,823 UTC [AWT-EventQueue-0] Counter.StepId INFO - [] []- Full Internal Step Id : BasichogoffBLO.MenuUIA / HSID
: MAIN-MENU-HS1D-@@—
2019-08-30 11:55:21,830 UTC [AWT-EventQueue-0] com. fujitsu.poa.ctrc-businesslogic-help-HelpBLO WARN ~ [] []~ closeHelp DETAT
could not close help, HelpUIA is already null-@e-
2019-08-30 11:55:21,902 UTC [AWT-EventQueue-0] Counter.StepId INFO - [] []- Full Internal Step Id : BasicLogoffBLO.MenuJIA / HSID
: MAIN-MENU-HS1D-@@-
2019-08-30 11:55:21,973 UTC [AWT-EventQueve-0] com. fujitsu.poa-ctrc.businesslogic.startup.InitialBLO INFO - [] []- Welcome Screen
lact ivated-@a-
login into Counter 5 with Cane
2019-08-30 11:54:51,672 UTC [AWT-EventQueue-0] Counter.Messages INFO - [] []- MSG00006: Agreement-@@-
2019-08-30 11:54:53,211 UTC [AWT-EventQueue-0] Counter.ButtonPressed INFO - [] [J- Button Id : 0 / Button text :Continue-@@-
2019-08-30 11:55:06,162 UTC [AWT-EventQueue-0] com.fujitsu-poa-ctrf-peripherals.hid.HIDReader INFO - [] []- for swing to handle -
Icab-e@-
2019-08-30 11:55:06,162 UTC [AWT-EventQueue-0] com. fujitsu.poa
linput...-@e-
2019-08-30 11:55:06,249 UTC [AWT-EventQueue-0] com. fujitsu.poa.ctrf.peripherals.hid.HIDReader INFO - [] []- for swing to handle -
jcab-ee—
2019-08-30 11:55:09,299 UTC [AWT-EventQueue-0] Counter.ButtonPressed INFO - [] []~ Button Id: enter / Button text :Enter-@@-
2019-08-30 11 UTC [AWT-EventQueue-0] Counter.Messages INFO ~ [] []- MSG04045: Active Session-@@-
2019-08-30 11:55:12,967 UTC [AWT-EventQueue-0] Counter.ButtonPressed INFO - [] []~ Button Id : 1 / Button text :Cancel-@@-
2019-08-30 11:55:13,384 UTC [AWT-EventQueue-0] com. fujitsu.poa-ctrc.businesslogic.startup.InitialBLO INFO - [] []- Welcome Screen
Jact ivated-ee-
tre.presentation.uie.constructs.DataEntryUIE INFO - [] []- verify
Jtogin into counter 5 successful:
2019-08-30 UTC [AWT-EventQueue-0] Counter.Messages INFO = [] []- MSG00006: Agreement-@@-
2019-08-30 11:55:29,531 UTC [AWT-EventQueue-0] Counter.ButtonPressed INFO - {] []- Button Id : 0 / Button text :Continue-@e-
2019-08-30 11:55:34,020 UTC [AWT-EventQueue-0} com. fujitsu.poa.ctrf.peripherals.hid.HIDReader INFO - [] []- for swing to handle -
cab-ee—
j2019-08-30
input... .-@@-
2019-08-30 11:55:34,112 UTC [AWT-EventQueue-0] com.fujitsu.poa-ctrf.peripherals.hid.HIDReader INFO - [] [J- for swing to handle -
tab-ee~
UIC [AWT-EventQueue-0] com. fujitsu-poa.ctrc.presentation-uie.constructs.DataEntryUIE INFO ~ [] []- verify
FUJ00171943
FUJ00171943
POT9-08-30 11:55:37,201 UTC [AWT-RventQueue-0] Counter, ButtonPressed INFO = {] []= Button Jd: enter 7 Button text senter-@e
2019-08-30 11:55:38,430 UTC [AWT-EventQueue-0] com. fujitsu.poa.ctrc.presentation.uie.constructs.DatakntryUIE INFO - [] []- verify
input... .-@@-
2019-08-30 11:55:38,476 UTC [AWT-EventQueue-0] Counter.StepId INFO - [] [J- Full Internal Step Id
isTD-@e-
2019-08-30 11:55:38,487 ULC [AWT-EventQueue-0] Counter.Messages INFO - {] []- MSG10102: Previous Login Details-@@-
2019-08-30 11:55:39,716 UTC [AWT-EventQueue-0] Counter.ButtonPressed INFO - [] []- Button Id : 0 / Button text :Continue-@@-
MenuUIA / HSID : MAIN-MENU-
jDate:20-Sep-2019 15:43:01 User:John Simpkins
[fhe rep events order is:
s0-Aug-2019 12:55:21 2 13
30-Aug-2019 12:55:44 5 119
ancel.
80-Aug-2019 12:55:47 5 101
lAbandoned.
80-Aug-2019 12:56:12 5 12
User JSLIsf logged out
Concurrent login detected for User JSISR
logged on.
Awaiting user response to continue or
failed to log on. Concurrent Log on attempted - Active Session Termination
Dat e:20-Sep-2019 16:12:40 User:John Simpkins
coking at the REP events table, we have a couple of timestamps EVENT DATE (which is used in the rep event report above and
insert timestamp) .
If we order the events by EVENT DATE:
event Date Insert Timestamp Node Event Comment
30/08/2019 11:55 30-AUG-19 12,55.55.998900000 2 13 User JSR
30/08/2019 11:55 30-AUG-19 12.55.44.654800000 5 119 Concurren’
continue or cancel.
30/08/2019 11:55 — 30-AUG-19 12.55.47.630200000 5 101
Session Termination Abandoned.
30/08/2019 11:56 30-AUG-19 12.56.12.631000000 5 12
Hlogged out
login detected fo
logged on.
If we order the events by
insert_timestamp:
vent Date Insert Timestamp Node Event Comment
30/08/2019 11:55 30-AUG-19 12.55.44.654800000 5 119 Concurrent login detected for User JsIi
continue or cancel.
[30/08/2019 11:55 30-AUG-19 12.55.47.630200000 5 101 User JS
Session Termination Abandoned.
30/08/2019 11:55 30-AUG-19 12.55.55.998900000. 2 13 User JSU
[30/08/2019 11:56 30-AUG-19 12.56.12.631000000 5 12 User JSI
logged out
logged on.
Qj failed to log on. Concurrent Log on attempted - Active
failed to log on. Concurrent Log on attempted - Active
Awaiting user response to
o} Awaiting user response to
[Dat ¢:20-Sep-2019 16:13:33 User:John Simpkins
I believe that this may be a reporting issue caused by the event date.
Date:27-Sep-2019 08:40:27 User:John Simpkins
[Start of Response]
Ir will pass this to Jon Hulme to see if he agrees with the analysis. If he does I will then change the HORIce queries to display
the insert timestamp rather than the Event_date.
[End of Response]
Response code to call type C as Category 38 -- Pending -- Potential Problem Identified
bate:27-Sep-2019 08:41:42 User:John Simpkins
frarget Date/Time updated: new value is 04/10/2019 15:05
{Start of Response]
setting target time due to leave.
[End of Response]
esponse code to call type ¢ as Category 38 -- Pending ~~ Potential Problem Identified
[Date:27-Sep-2019 08:42:13 User:John Simpkins
the Call record has been transferred to the team: Bus Apps Des
Ihe Call record has been assigned to the Team Member: Jon Hulme
jbate:27-Sep-2019 08:43:15 User:John Simpkins
new Business Impact has been added:
lrevent reporting on HORIce is misleading as the timestamps displayed may be incorrect.
Joate:27-Sep-2019 08:43:25 User:John Simpkins
[fhe Business Impact has been update:
levent reporting on HORIce is misleading as the timestamps displayed may be incorrect.
Date:03-Oct-2019 11:16:27 User:gon Hulme
{Start of Response]
jburing the investigation of PC0279931 both POL and FJ were confused regarding the order that actions were happening on the
FUJ00171943
FUJ00171943
founters because the reporting event date/time recorded in the GRUB for logon events 12, 101 and 11s, were 34s adrift from other
event date/times recorded.
his is because these events are written by the BAL and EVENT DATE comes from the BAL clock, whereas all the other events are
leritten by the counter and EVENT DATE comes from the counter Clocks.
lfhis also impacts the event date associated EPOSS events 930, 932, and 933 which are sent to Credence.
see BAL class AuthenticationFacade method buildAuditDataMap which has “auditMap.put (IAuditDAO.EVENT DATE, new
Jjava-util.Date());".
I suggest that the event date is set from requestHeader.getTimeSent () which is the time the request message was sent by the
jcounter using the counter clock. GDC should confirm this suggested fix is correct.
ssc should separately investigate why the clocks were 345 adrift. This invesigation will be handled outside of this PEAK
[End of Response]
lkesponse code to call type C as Category 38 -- Pending -- Potential Problem Identified
JDate:03-Oct-2019 11:17:27 User:Jon Hulme
vidence Deleted = All rep events for branch in August
jbate:03-Oct-2019 11:17:31 User:Jon Hulme
Evidence Deleted - Analysis from rep events
Jbate:03-Oct-2019 11:18:27 Uscr:Jon Hulme
evidence removed to avoid GDPR
ssues
03-Oct-2019 11:27:02 User:Jon Hulme
jot sure if the detail above has GDPR issues, so advised bt $s
¢ John Simpkins to route to QFP who can decide whether to send to
JDate:03-Oct-2019 11:27:34 Uscr:Jon Hulme
the Call record has been transferred to the team: QFP
jDate:03-Oct-2019 11:34:08 User: Tariq Arain
the Call record has been assigned to the Team Member: Susan Brindley
Date: 03-Oct-2019 15:55:39 User:Susan Brindley
[fhe following entries are extracts from the original PEAK which may help in initially recreating the is
leix.
we and then testing the
jDate:03-Oct-2019 15:55:51 Uscr:Susan Brindley
[the following Uggronctivity was reported until the failure:
lode: User: Activit:
Vbog on su Hi
Log out
Log on su Hit
Temp lock
Log on
Unlock
log out
Attach su AA
Attach su HH
Log out
Log on
Log out
Log on
iAttach su AA
[Attach su B
}Attach su HH
{Log out
Concurrent login detected
Failed to log on - Active session termination abandoned
Log on
JDate:03-Oct-2019 15:57:26 User:Susan Brindley
sorry - previous 2 entries are a copy/paste error of updates intended for PEAK PC0280444!
JDate:03-Oct-2019 15:58:16 User:Susan Brindley
this PEAK now superseded by PEAK PC0280444 which is simply a GDPR compliant version of this PEAK
FUJ00171943
FUJ00171943
[Date:03-Oct-2019 16:20:00 Uscr:Susan Brindley
Reference Added: Peo280444
bate: 08-Oct-2019 13:19:15 User:Susan Brindley
[Start of Response]
[his PEAK has been manually cloned to PC0280444 which is simply a GDPR compliant version of this PEAK.
Returning this variant of the PEAK back as a duplicate - i.e. now duplicated by pco280444.
[End of Response]
Response code to call type C as Category 72 -- Final -- Duplicate Call
routing to Call Logger following Final Progress update.
Jbate:08-Oct-2019 13:31
CALL PC0280046 close:
8 User:John Simpkins
category 72 Type C
Root Cause General - in Procedure
Logger John Simpkins -- EDSC
Subject Product General/Other/Misc -- Unknown (version unspecified)
Assignee John Simpkins -- EDSC
Last Progress 08-Oct-2019 13:31 -- John Simpkins