Fujitsu Services
Office Account
FUJ00232537
FUJ00232537
Operational Change Process Ref: CS/PRD/019
Version: 0.4
SECURITY CLASSIFICATION Date: 20" November 2003
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
Customer Service Operational Change Procedure
Procedural
N/A
This document describes the procedure for Operational Changes
where the changes are made to the live operation.
DRAFT
Mike Stewart CS Operations
Steve Parker & Mik Peach
POA Library
Richard Brunskill
Peter Burden
Steve Parker
Ken Wood
John Bruce (Post Office Ltd))
(See PA/PRO/010 for Approval roles)
Name Position Signature Date
Peter Burden Customer Service
Operations & Support
Manager.
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FUJ00232537
FUJ00232537
Fujitsu Services Operational Change Process Ref: CS/PRD/019
Office Account
Version: 0.4
SECURITY CLASSIFICATION Date: 20" November 2003
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 20/8/99 First draft
0.2 2/4/03 Rewrite after changes to the process
0.3 15/4/03 Changed after comments
0.4 20/11/03 Additions Added to Generating OCP and
Approving OCP, Section 2.2 & 2.3
0.2 Review Details
Review Comments by :
12.12.03
Review Comments to :
Mike Stewart
Mandatory Review Authority
Name
See Review Role Matrix in PA/PRO/010
Fujitsu Services
Peter Burden, Mike Peach, Ken Wood
POL
John Bruce
Optional Review / Issued for Information
John Simkins, Steve Parker, Tony Wicks,
Mike Woolgar, John Wright, Ian Daniel, Dave
Wilcox, Richard Brunskill
Core Servioces
Andrew Gibson, Steve Gardiner, Ian Cooley
Networks
Colin Johnson
Data Centres
Paul Sandison
(* ) = Reviewers that returned comments.
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Fujitsu Services Operational Change Process Ref: CS/PRD/019
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Version: 0.4
SECURITY CLASSIFICATION Date: 20" November 2003
0.3. Associated Documents
Reference Version Date Title Source
CS/QMS/007 Ld 28/02/02 Operations Manual for the PVCS
Customer service
Directorate
0.4 Abbreviations/Definitions
Abbreviation Definition
CM Post Office Account Configuration Management
cP Post Office Account Change Proposal
cs Post Office Account Customer Service
OBC Operational Business Change
OcP Operational Change Proposal
OCR Operational Correction Request
SSC Post Office Account System Service Centre (3" line support)
0.5 Changes in this Version
Version Changes
0.1 None this is the first draft
0.2 Complete rewrite of the process following changes
0.4 Additions added to Generating OCP added a Monitoring Box to form
Section 2.2.
Risk Identified to “Live Service” must add comments in the Comments Box
especially on PO Generated OCPs
0.6 Changes Expected
Changes
e Possible changes as a result of the additions made.
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0.7 Table of Contents
1 INTRODUCTION...
2 THE OCP PROCESG.........sscssssssssssensensensssesnsssensenssssenssscasensensenssnenscenensensensonsensasensensens 4
2.1 PROCESS OVERVIEW.....
2.2. GENERATING AN OC!
2.3. APPROVING AN OCP.
2.4 ACTIONING AN OCP.
2.5. ADDING COMMENTS TO AN OC!
2.6 WITHDRAWING AN OCP..
2.7. P.O LTD INVOLVEMENT IN OCPS AND CRi
3 OCP ADMINISTRATIVE FUNCTIONS.......cccccsesesessssssesssseesessssesesesessesesseseseseeseses 12
3.1 LISTING OCPS. 13
3.2. SEARCHING FOR OCPs. 16
3.3 SAVING OCPS 16
3.4. CoPYING OCPs a a 7
3.5 ADDING AND DELETING ATTACHMENTS TO OCP: 17
4 PGP AND PUBLIC KEY CRYPTOGRAPHY (OVERVIEW).....ccscssssesssseseseseeseees 19
5 OCP TURNAROUND TARGET TIMES.
6 DIFFERENCES BETWEEN OCP AND OCR PROCESSES....ccccsssssssseseessesseeesees 20
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Version: 0.4
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1.0 Introduction
This document describes the Operational Change Process and the use of OCPs. This document
also describes the set up and use of PGP electronic signing keys. The document shows a PGP
user how to set up a key, define a key ring of other “signers” and describes the signing
operation which is used work within Customer Service.
2.0 The OCP Process
2.1. Process Overview
All of the processes which make up the overall OCP process are performed on-line using the
OCP and OCR sections of the SSC web site, with the exception of those OCPs which have
cross-domain implications and therefore need to be communicated to Post Office Ltd — see
section 2.7. All Fujitsu staff who are involved in the process must have access to the SSC web
site.
The process flow of an OCP is as follows:
© OCP is raised
e Ifthe OCP is not retrospective:
Post Office Account Operations are required to approve the OCP before it can be approved by
any other team
Other teams can then approve the OCP
Once all required teams have approved the OCP Post Office Account Operations need to
make it available to the actioning team before the OCP can be actioned.
e If the OCP is retrospective it is made available to the actioning team as soon as it is
raised.
e The actioning teams action the OCP
e Post Office Account Operations then complete the OCP.
Once the OCP has been approved by Post Office Account Operations then people can add
comments to it.
Once the OCP has been completed or withdrawn then no comments are permitted.
Only Post Office Account Operations can withdraw an OCP.
Only Post Office Account Operations have access to the History log that is written for each
OcP.
OCPs sometimes need to be sent to users outside of Fujitsu Services (Post Office Account), or
attached as evidence to a PinICL, for example. Whilst there is no special facility to do this, it is
possible to achieve this, (refer to “Saving OCPs” section 3.3)
For retrospective OCPs teams may need to be aware that they have been raised.
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Version: 0.4
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If so then an email needs to be sent to inform teams that it has been raised so that comments
can be added to the OCP.
Comments can not be added to the OCP once it has been completed.
2.2 Generating an OCP
Anyone can raise an OCP, except those who have logged onto the SSC web site using the
“OCPview” user. OCPs raised by Post Office Ltd, either at their own behest, or on behalf of
other domains are emailed to Post Office Account Operations, who will raise the OCP on the
web site.
Once raised the OCP must then be approved by Post Office Account Operations before it can
be approved by any other team, unless it has been raised retrospectively.
If the OCP is raised retrospectively, then the approval stages are not required since the work
has already been done, and so it is made available to be actioned without requiring Post Office
Account Operations intervention.
Teams may be required to be aware of retrospective OCPs, and Post Office Account
Operations will make those teams aware that the OCP has been raised. These teams can then
add a comment to the OCP to state that they are aware of the OCP.
To raise an OCP, the user must tale the following actions -
Click on the “Raise a HTML OCP” link.
As long as the user is not logged into the web site using the “OCPview” user, the
Raise OCP form will be displayed
If the OCP is a retrospective OCP (i.e. the work has already been done) then the user
should tick the “Raised retrospective” box. Once the OCP has been raised it will be
made available to the actioning team for them to action it.
Enter the date that the OCP is required to be actioned. This will default to today’s
date.
Enter the time that the OCP is required to be actioned. This is optional. If it is not
entered then it will default to 23:59.
If the user has logged into the web site using a team username, then it is necessary to
enter a full name in the “Raised by” field, otherwise this field will be filled in
automatically and cannot subsequently be changed.
Enter an email address if the user wishes to be informed when the OCP has been
completed. This is optional, except where the OCP has been raised has been raised at
the request of Post Office Ltd, where their return email address should be entered.
Enter a title for the OCP. This should be something meaningful as this title will be
displayed as part of the search results.
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Enter a brief summary of the OCP. Again this will be displayed as part of the search
results.
Enter the location where the changes are to take place. A list of common locations are
in the drop down list to the right of this field. Selecting an entry in the drop down list
will add it into the “Change at (Location)” field to it’s left.
Enter the Machine IDs of the machines affected, or if insufficient space, specify "See
below" and enter the machine ids into the Details and Purpose of Change box.
Enter the type of change required.
Select the Priority and the Risk of the OCP from the drop down lists. The defaults are
High Priority and Medium Risk.
Specify whether the change will affect the service from the drop down list. The default
is “No”.
Enter the scheduled duration of the change. This is optional.
Enter the Machine and Service IDs. These are optional.
Specify whether the system build is affected by this change. If it is then the Post Office
Account Development Team will be automatically selected as a team required to
approve the OCP when the details are transmitted to the server, unless the OCP is a
retrospective one. The default is “No”.
Specify whether the change is required on the LST rigs. The default is “No”
Enter the Powerhelp and PinICL call references. These are optional. The system will
add leading zeros to both the Powerhelp and PinICL references. In addition, the
system will ensure that the Powerhelp reference is in the correct format of
“yymmddnnnn”. For example, if today is 22/01/2002 and the user specifies the
Powerhelp call reference as “1”, the system will make that into a valid Powerhelp
reference of “0201220001”. When the OCP is raised it will contain a link to the
Powerhelp call specified, which when clicked on will attempt to display the Powerhelp
call details. The system does not check that the Powerhelp call entered actually exists.
Enter the originator’s reference if any. This is optional.
Select the teams required to approve the OCP. This is optional in most cases. If the
OCP is being raised for a business continuity test or for any part of the system which
will have a cross-domain impact , for example changes to the Network Banking
Agents, comms links to Streamline or IBM, routers etc, then the OCP must be
forwarded to Post Office Ltd.
Individual teams can be selected by holding down the CTRL key. The list of teams
does not include Post Office Account Operations, Post Office Account Service
Management or Post Office Account SSC Support. These teams will be automatically
added and required to approve the OCP when the details are transmitted to the server,
unless the OCP is retrospective.
Select the teams that are to action the OCP.
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Individual teams can be selected by holding down the CTRL key.
Post Office Account Operations can add teams to the OCP in both the list of teams to
approve and to action. Any teams added this way apply only to this OCP.
Enter the details and the purpose of the change.
Enter any regression actions. This is optional.
Enter the justification for the OCP.
Complete the “Responsibility for Monitoring” box. This should specify the name of the
person(s) or team(s) who have the responsibility for monitoring the effect of the OCP
once implemented. In particular the monitoring should be checked that there is NO
detrimental effect on the “Live Service”. If necessary the details of the monitoring to
be undertaken can be specified in the “Details & Purpose of Change” section.
Once the form has been filled in press the “Raise OCP” button.
The form will then be checked to ensure that the required fields have been completed.
If all is okay at this stage, the details will be transmitted to the server.
If the form fails the initial validation the cursor will be placed into the field that caused the
error and the user will need to correct the error before the details will be transmitted to the
server.
If the server responds with an error then the user will need to press the “Back” button on their
web browser and re-enter the correct details.
NOTE -— an OCP is raised in order to make a change to the live system. If the change is
likely to affect a system build, then the relevant part of the form must be set to YES. If
the change is being made to the system in order to overcome an operational deficiency
which should be permanently fixed in the system code, then there MUST be a call raised
to report the problem, and the call reference added to the OCP.
2.3 Approving an OCP
Before the OCP can be actioned it must be approved. If the OCP is retrospective then this
stage is not required and the OCP will already be available to be actioned
Only the selected teams are allowed to approve the OCP. Once the selected teams have all
approved the OCP then it is marked as approved.
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Post Office Account Operations can approve the OCP on behalf of any of the teams, and they
can also override the approval stage and make it available to be actioned if necessary. Once
the OCP has been made available to be actioned then approvals will not be allowed.
If a team does not approve the OCP then they need to add a comment to that effect and
inform Post Office Account Operations
Teams selected to approve the OCP are shown in the OCP by an asterisk against the team.
Once the team has approved the OCP this will change to the name of the person who
approved it for that team.
Only users who are flagged as being able to approve for a team will have the option to
approve an OCP in the Administration page.
Tf the user’s username is not a team username then the system will only display a list of teams
that the user can approve on behalf of. For most users this will be a single team.
If the user’s username is a team username then the system will display a list of teams that the
team username can approve on behalf of. When the user enters their UK domain username, the
system will check that the user entered is allowed to approve for the team selected.
For teams that have been added to the OCP when raised or approved by Post Office Account
Operations, then Post Office Account Operations must approve the OCP on behalf of that
team.
More than one person in a team can approve for that team, even when the status of the OCP
has changed to Approved.
People can approve the OCP until it is made available to the actioning team.
If an OCP needs to be communicated to Post Office Ltd, then it is emailed to them by Post
Office Account Operations. It is expected that Post Office Ltd will respond to such emails
within four hours. If the OCP has been raised at the request of Post Office Ltd, then approvals
from teams within Post Office Account , and a return email is expected within 3 hours (in
order to enable Post Office Ltd to meet the 4 hour commitment to other domains).
In order to approve an OCP, the user must do the following actions —
From the High, Medium or Low priority pages:
e Click on the required OCP reference.
e This will display the Administration page with the OCP reference filled in and
the action “Approve OCP” already selected.
e Press the “Do Action” button to display the approval form.
From the “Approve/Action by team” page:
© Click on the required OCP reference.
e This will display the approval form.
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From the Administration page:
e Enter the OCP reference and select the action “Approve OCP”.
e Press the “Do Action” button to display the approval form.
If the user has logged into the web site using a team username, then he / she will
need to enter:
a. Their full name in the “Approved by” field
b. Their UK domain username in the “User name” field
otherwise these fields will be completed automatically and cannot be changed
Enter the password that matches the username displayed or UK domain username
entered as appropriate.
From the drop-down list select the team for which the user is approving. For the
majority of people this will only have a single team.
Add any comments that may be necessary. This is optional BUT Approvers should
ensure that any RISK that they identify associated with the OCP is included in the
“comments section”. For OCP’s initiated by Post Office Limited this is particularly
important.
The text in the PGP field is automatically generated by the system and it is this text
which should be digitally signed by the user.
If the user is known to the system then their name will already be included,
otherwise it will be included when the user enters it in the “Approved by” field
above. Changing the user’s name in the “Approved by” field will change it in this
field also.
The system will check that the text displayed in the box when the form is first
displayed is the text that has been PGP signed.
If the user wishes to add to this text then this should be done on a new line.
To produce a PGP signature the user must do the following:
1. Highlight the text in the PGP Signature box and cut (Ctrl X) the text.
2. This will automatically place the text in the clipboard.
3. In the icon tray on your taskbar, select the PGPtray icon and on the
menu that appears select the 'Sign Clipboard’ option.
4. This will display the window requesting your passphrase.
5. Enter your passphrase and click the “Ok” button.
6. If your passphrase is valid then the passphrase window will disappear.
The text on the clipboard will be replaced with a PGP signed version.
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7. Otherwise you will need to re-enter your passphrase.
8. You will then need to paste (Ctrl V) into the PGP Signature box
replacing any text that is currently in the box. This will paste the PGP
signature from the clipboard into the PGP Signature box.
Once the form has been filled in press the “Approve OCP” button.
The form will then be checked to ensure that the user has entered the required
fields.
If all is okay at this stage, the details will be transmitted to the server which will
check that the user is allowed to approve for the team selected.
If the form fails the initial validation the cursor will be placed into the field that
caused the error and you will need to correct the error before the details will be
transmitted to the server.
If the server responds with an error then the user will need to press the “Back”
button on their web browser and re-enter the correct details.
Note:
Pressing the “Back” button on the web browser will clear any user name and
password entered, and also reset the text in the PGP field.
Once the details have been accepted by the server it will respond with a message
saying so.
Once all the teams required to approve the OCP have done so, the response from
the server will include a link with which to email Post Office Account Operations
informing them that all the required teams have approved the OCP.
2.4 Actioning an OCP
OCPs can only be actioned once they have been made available to the actioning team either
explicitly by Post Office Account Operations, or automatically if the OCP is a retrospective
one.
If an OCP needs to be done over a period time, then comments can be added to it to keep
people updated on it’s progress.
Once all the required teams have filled in the action form, then it is automatically made
available to Post Office Account Operations for them to mark as completed.
Only the teams stated in the OCP as required to action the OCP can action the form. Post
Office Account Operations can also action the OCP on behalf of a particular team, but again
only if that team is in the list of teams required to action it.
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Only users who are flagged as being able to action for a team will have the option to action
an OCP in the Administration page.
If the user’s username is not a team username then the system will only display a list of teams
that the user can action on behalf of. For most users this will be a single team.
If the user’s username is a team username then the system will display a list of teams that the
team username can action on behalf of. When the user enters their UK domain username, the
system will check that the user entered is allowed to action for the team selected.
For teams that have been added to the OCP when raised or approved by Post Office Account
Operations, then Post Office Account Operations must action the OCP on behalf of that
team.
In order to action an OCP, the user must take the following actions —
From the “To be Actioned” pages:
© Click on the required OCP reference.
e This will display the Administration page with the OCP reference filled in and
the action “OCP has been actioned” already selected.
e Press the “Do Action” button to display the action form.
From the “Approve/Action by team” page:
e Click on the required OCP reference.
¢ This will display the action form.
From the Administration page:
« Enter the OCP reference and select the action “OCP has been actioned”.
e Press the “Do Action” button to display the action form.
If the user has have into the web site using a team username, then they will need to enter:
a. a full name in the “Actioned by” field
b. a UK domain username in the “User name” field
otherwise these fields will be completed automatically and cannot be changed.
Enter the password that matches the username displayed or UK domain username entered as
appropriate.
From the drop-down list select the team that the user is actioning for. For the majority of
people this will only have a single team and will already be selected.
Enter the date that the OCP was actioned. This will default to today’s date.
The user can also enter the time that the OCP was actioned. This is optional.
Add any notes on the implementation or if the implementation had to be varied, as neccessary.
This is optional.
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Once the form has been filled in press the “Action OCP” button.
The form will then be checked to ensure that the required fields have been completed.
Tf all is okay at this stage, the details will be transmitted to the server which will check that the
user is allowed to action for the team selected.
If the form fails the initial validation the cursor will be placed into the field that caused the
error and the user will need to correct the error before the details will be transmitted to the
server.
If the server responds with an error then the user will need to press the “Back” button on their
web browser and re-enter the correct details.
Note:
Pressing the “Back” button on the web browser will clear any user name and password
entered.
Once the details have been accepted by the server it will respond with a message saying so.
There will also be a link with which to email Post Office Account Operations informing them
that the OCP has been actioned.
2.5 Adding Comments to an OCP
Comments can be added at any time once the OCP has been approved by Post Office Account
Operations.
Comments can not be added to the OCP once it has been completed or withdrawn.
Any user, except the “OCPview” user, can add a comment.
In order to add comments, the user must —
From the Administration page:
e Enter the OCP reference and select the action “Add a comment”.
¢ Press the “Do Action” button to display the add a comment form.
If the user has logged into the web site using a team username, then they will need to
enter:
a. A full name in the “Comment by” field
b. The UK domain username in the “User name” field
otherwise these fields will be completed automatically, and cannot be changed
Enter the password that matches the username displayed or UK domain username entered as
appropriate.
Add any comments that are required. This is mandatory.
Once the form has been filled in press the “Add Comment” button.
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The form will then be checked to ensure that you have entered the required fields.
If all is okay at this stage, the details will be transmitted to the server.
If the form fails the initial validation the cursor will be placed into the field that caused the
error and the user will need to correct the error before the details will be transmitted to the
server.
If the server responds with an error then the user will need to press the “Back” button on their
web browser and re-enter the correct details.
Note:
Pressing the “Back” button on the web browser will clear any user name and password
entered.
Once the details have been accepted by the server it will respond with a message saying so.
2.6 Withdrawing an OCP
An OCP may be withdrawn at any stage unless it has been completed.
To withdraw an OCP, the user must take the following steps —
From the Administration page:
«Enter the OCP reference and select the action “Withdraw OCP”.
e — Enter the password that matches the username displayed.
e Press the “Do Action” button. When the user presses the “Do Action” button,
they will be asked “Are you sure you want to withdraw this OCP?”. If the user
is sure then they answer by selecting the “OK” button.
e = The withdraw OCP form will then be displayed.
Enter the password that matches the username displayed.
Enter the reason for withdrawing the OCP.
Once the form has been filled in press the “Withdraw OCP” button.
The form will then be checked to ensure that the required fields have been completed.
If all is okay at this stage, the user will be asked to confirm that they want to withdraw the
OCP. If they press the “OK” button then the details will be transmitted to the server.
If the form fails the initial validation the cursor will be placed into the field that caused the
error and the user will need to correct the error before the details will be transmitted to the
server.
If the server responds with an error then the user will need to press the “Back” button on their
web browser and re-enter the correct details.
Z
ote:
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Pressing the “Back” button on the web browser will clear any user name and password
entered.
Once the details have been accepted by the server it will respond with a message saying so.
Once withdrawn no further updates are allowed to the OCP.
2.7 Post Office Ltd involvement in OCPs and Cross-Domain
OCPs
Post Office Ltd act as the central point of contact in the change process between domains. In
this context, the term “domain” refers to Post Office Ltd suppliers such as IBM for Network
Banking, Streamline for Debit card, TSD for incident management etc.
Post Office Ltd needs to communicate Post Office Account OCPs to other affected domains
and also needs to communicate to Post Office Account any changes in the other domains
which may have an impact on the Post Office Account operations.
All OCPs which require changes to be made to software or equipment which interfaces to
other domains must include Post Office Ltd as one of the teams to be informed on the OCP
This will include any changes to Network Banking agents, routers and network equipment
which connects to an external domain and may include changes to other parts of the system
where an impact on an external domain is likely. Any OCP which is passed to Post Office Ltd
should specify the impact on other domains in business terms
It is Post Office Ltd’s responsibility to communicate any Post Office Account OCP which is
passed to them to the other affected domains , to collate the responses from those domains,
and to pass these comments to Post Office Account, specifically be email to Post Office
Account Operations. From the Post Office Account point of view, these OCPs will arrive as
emails to Post Office Account Operations, who will generate the OCP and inform interested
teams that the OCP is available for approval. On completion of the OCP, or if any Post Office
Account team raise any issues, then Post Office Account Operations will communicate these
to Post Office Ltd. For teams other than the .Post Office Account Operations team, the OCP
is treated in the same manner as an internally raised OCP.
It is Post Office Ltd’s responsibility to ensure that all operational changes reported to them
from other domains, which may have an impact on Post Office Account operations, are
communicated via email to Post Office Account Operations with a request that an OCP be
raised, and to ensure that the Post Office Account responses are communicated to the
originating domain.
It is expected that OCPs passed from the Post Office Account to Post Office Ltd will receive
an emailed response within 2 hours. This has a dependency on the Post Office working day,
which should be taken as 09:00 until 17:00 weekdays only. Any OCP communicated to Post
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Office Ltd after 15:00 should not expect a response until the following working day. This
does not necessarily mean that the OCP should not go ahead — if there is an obvious business
requirement for the work to be done, then the normal process for retrospective OCPs remains,
even for cross-domain changes (typically, for example, and OCP is raised when a central
server reboot is required. It is not the intention of this process to hold-up work which is
obviously required for hours awaiting approval, and the reboot should go ahead, with the
OCP process merely providing a post-action audit trail).
Some OCPs are for planned activities, for example IBM maintenance slots, Energis line
replacement etc. Such OCPs are not urgent, and therefore the timescales for impact from all
teams, including Post Office Ltd, are not expected to receive responses within two hours, and
the timescales can be adjusted accordingly.
Although every attempt should be made to inform Post Office Ltd of the result of an OCP,
there is an assumption that an approved OCP will be actioned at the time specified in the OCP.
There is a obligation on the actioning team to inform Post Office Account Operations if an
OCP has NOT been actioned. It is then the responsibility of the Post Office Account
Operations team to inform Post Office Ltd.
There is an equivalent obligation on Post Office Ltd to inform Post Office Account Operations
in the event that an OCP which had been notified to Post Office Account, but which was
taking place in a different domain did not take place as planned.
If there are any issues with the OCP process as it relates to cross-domain changes, then the
escalation route between Post Office Account and all other domains is via the SSC manager
from Post Office Account and the Release Implementation Manager on behalf of Post Office
Ltd.
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3.0 OCP Administrative Functions
3.1 Listing OCPs
In order to make it easier for the various teams to monitor when they are required to approve
or action an OCP, or to see what OCPs are at various stages in the process, there are a
number of links on the menu which list the OCPs
There are a number of ways to list the OCPs:
a) By team
b) By priority
c) By status
d) List of scheduled activities
These links can be accessed by anyone.
When listing by team, and the “Scheduled Activities” page, the information is retrieved
directly from the Index Server database, and so it may take up to twenty minutes before any
changes are reflected in that page.
The other links access the files directly and so will always reflect the actual state of the OCP
as soon as a change is made.
Listing by team does not include any team names that have been added to an OCP.
Each listing, with the exception of “To be Completed”, use a sequence of colour coding to
reflect various stages depending on the type of listing.
Generally, yellow entries reflect the fact that the OCP is getting close to some limit, with red
reflecting the fact that the OCP has exceeded that limit.
3.1.1 List OCPs by Team
The link “Approve/Action by team” initially displays a drop down list containing all the teams.
The User should select the required team and press the “List OCP’s” button.
This will then list any OCP’s that are awaiting to be approved or actioned by the team
selected.
The page is refreshed automatically every 60 seconds.
The details displayed are taken from the Index Server on the web site. This can take a few
minutes to reflect any changes to existing OCPs or new OCPs just raised.
The meaning of the colour coded entries depends on the status of the OCP, whether
“Authorize”, “Approve”, “Approved” or “Action”.
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Only the “Approve” and “Action” statuses have colour coded entries.
If the status is “Authorize” then the OCP needs to be approved by Post Office Account
Operations before it can be approved by any other team. It will only appear if the Post Office
Account Operations team is selected.
If the status is “Approve” then the OCP needs to be approved by the team selected
Entries that are coloured yellow are within 15 or 30 minutes of exceeding the required
approval time depending on the priority of the OCP. For High priority OCPs this will be 15
minutes, for Medium and Low they will both be 30 minutes.
If the status is “Approved” then the OCP needs to be made available to the actioning team by
Post Office Account Operations.
Tf the status is “Action” then the OCP needs to be actioned by the selected team.
Entries that are coloured green are to be actioned tomorrow.
Entries that are coloured yellow are to be actioned today.
Entries that are coloured red should have been actioned already.
3.1.2 List OCPs by Priority
There are three links available which display all the OCP’s at a particular priority.
Click on the relevant link to list the OCPs at that priority.
For High priority OCPs, the page is refreshed every 30 seconds.
High priority OCPs should be approved within 30 minutes of being raised.
Entries that are coloured yellow have less than 15 minutes of approval time left.
Entries that are coloured red have failed to be approved with the 30 minutes required.
For Medium priority OCPs, the page is refreshed every 5 minutes.
Medium priority OCPs should be approved within 2 hours of being raised.
Entries that are coloured yellow have less than 30 minutes of approval time left.
Entries that are coloured red have failed to be approved with the 2 hours required.
For Low priority OCPs, the page is refreshed every 30 minutes.
Low priority OCPs should be approved within 24 hours of being raised.
Entries that are coloured yellow have less than 30 minutes of approval time left.
Entries that are coloured red have failed to be approved with the 24 hours required.
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The pages show the teams that have yet to approve the OCP.
Entries that are coloured in cyan have been approved by all the required teams and is waiting
for Post Office Account Operations to make them available to the actioning team.
3.1.3 List OCPs by Status
There are five links available which display all the OCPs at the statuses of “To be Authorized”,
“To be Approved”, “To be made available for actioning”, “To be actioned” or “To be
completed”.
Click on the relevant link to list the OCPs at that status.
The pages refresh automatically every 5 minutes.
The “To be Authorized”, “To be Approved” pages have the same colour coding of entries as
for listing by priority.
The “To be made available for actioning” page does not have any colour coding of entries.
The “To be actioned” page has colour coded entries:
Entries that are coloured green are to be actioned tomorrow.
Entries that are coloured yellow are to be actioned today.
Entries that are coloured red should have been actioned already.
The “To be completed” page does not have any colour coding of entries.
3.1.4 List of Scheduled Activities
This link provides a form from which you can select the scheduled activities for a particular
year and month.
By default this will include OCPs that have been completed or withdrawn, though by unticking
the “Include Completed and Withdrawn OCP’s” option.
The list of scheduled activities does not include any retrospective OCPs since these are by
their nature unscheduled.
The year is selectable starting at 2002 with an upper limit of two years from the current year.
So in 2003 the years will go from 2003 to 2005, in 2004 they will go from 2004 to 2006, and
so on.
The year and month default to the current year and month.
When the “Display activities” button is pressed, it will then display all the OCPs for the
selected year and month.
At the bottom of the display will be links to move to the previous or next month.
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Each page will show the OCPs sorted by the Activity date (ie. Required Implementation date),
the status of the OCP, with the Machine and Service ID if entered, with the title of the OCP in
the Activity column.
These pages do not auto-refresh.
Clicking on the OCP reference will view the OCP.
3.2. Searching for OCPs
Once an OCP has been raised it can be searched for using the Search page.
The search page uses Microsoft Index Server to index the OCPs. This relies on reading a
number of properties within the OCP itself. This can take a few minutes and so the user should
allow a maximum of 20 minutes for the Index Server to do this.
Ifa free-text search fails to find the OCP expected, this may be because the text for which the
search is being made is in a property. To search for a property use the “Property” drop down
list to specify it.
There is detailed online help available from the search page itself which gives detailed
information on how to perform searches on properties, and also deals with the construction of
complex queries.
The results of the search will be either a page containing a maximum of ten or twenty hits. If
the box “Return the titles only” is ticked then it will display a maximum of twenty hits per
page which will include just the titles of the OCPs found, otherwise it will display a maximum
of ten hits per page which includes the title and the summary of the OCPs found.
Because of the way the data is stored in the server it is not possible to search on a range of
dates, a search needs to be made for each individual date. There is a separate search page
(HTML OCP Date Search) which does the date range search. The user enters the range of
dates and the system will then search the server for all the dates in between and then display
the results in the same format as the Scheduled Activities page.
Further details on conducting searches are available on the web page
3.3. Saving OCPs
OCPs sometimes need to be sent to users outside of Fujitsu Services (Post Office Account), or
attached as evidence to a PinICL. In particular, OCPs which have cross-domain implications
for (for example) Network Banking need to be sent to Post Office so that they can be
propagated to the other domains
Whilst there is no special facility to do this, it is possible to achieve this by doing the
following:
View the OCP.
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In the web browser, right click to bring up the context menu.
In the context menu should be an entry “View Source”.
Selecting the “View Source” option will open a Notepad window containing the source of the
web page.
In the Notepad window select “File”, “Save As...” and save the source to a file on your hard
disk with the filename “OCPnnnn.htm” where “nnnn” is the OCP reference, and filetype of
“All files (*.*)”.
The saved file can now be emailed or attached to a PinICL as required.
3.4 Copying OCPs
Sometimes OCPs will be raised which are copies of previous OCPs. To save having to type
the details out all over again, the previous OCP can be copied.
Anyone can copy an OCP, except if you have logged in using the “OCPview” user.
The Raise an OCP page will be displayed with all the details of the previous OCP except the
following:
The Retrospective flag is not set,
The Required Implementation date is not copied,
The name of the person who raised the OCP is not copied,
The date the OCP was raised is not copied,
Any teams added to the OCP are not copied.
The OCP can then be amended as needed and submitted as if the details had been typed in
manually.
There is no indication that the OCP is a copy of a previous OCP.
Once the Raise an OCP page is displayed then the same rules as for Raising an OCP apply.
3.5 Adding and deleting attachments to OCPs
Files can be attached to the OCP and also removed from the OCP.
Files can only be attached and removed by Post Office Account Operations.
Files can only be attached once the OCP has been approved by Post Office Account
Operations.
Files can not be attached or removed once the OCP has been completed.
If an OCP is withdrawn then any attachments are deleted.
Any file type may be attached, but the current size restriction is 2 Mb.
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If a file greater than this size is attempted to be attached then Internet Explorer will return an
error saying it can not find the page.
Only 1 file can be attached at a time, although a number of files can deleted at the same time.
If a file of the same name already exists in the Attachments directory then it will be
overwritten if adding as an attachment.
To add and delete attachments, the Post Office Account user should -
From the Administration page:
e Enter the OCP reference and select the action “Add an Attachment” or “Delete an
Attachment”.
e Press the “Do Action” button to display the attachment form.
If the user has logged into the web site using a team username, then they will need
to enter:
a. A full name in the “Approved by” field
b. The UK domain username in the “User name” field
otherwise these fields will be completed automatically and cannot be changed
Enter the password that matches the username displayed or UK domain username
entered as appropriate.
3.5.1 Adding Attachments:
The list of current attachments is displayed.
The user will need to enter the full pathname of the file to be added.
The “Browse” button will display a window allowing the selection of a file.
Once the form has been filled in press the “Add Attachment” button.
If the file with the same name is already attached (as shown in the list of current attachments)
then the user will be asked if they want to overwrite the current attachment.
The form will then be checked to ensure that the required fields have been entered.
If all is okay at this stage, the details will be transmitted to the server which will check that the
user is allowed to attach files.
If the form fails the initial validation, then the cursor will be placed into the field that caused
the error and the user will need to correct the error before the details will be transmitted to the
server.
If the server responds with an error then the user will need to press the “Back” button on their
web browser and re-enter the correct details.
Note:
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Pressing the “Back” button on the web browser will clear any user name and password
entered.
Once the details have been accepted by the server it will respond with a message saying that
the number of attachments has been updated.
If an error stating that the page could not be displayed is output , then the user should check
the size of the attachment. The user should find that it is over the limit (displayed on the form).
3.1.2 Deleting Attachments:
The list of current attachments is displayed.
Select the attachments that are to be deleted.
Individual attachments can be selected by holding down the CTRL key.
Enter the reason for deleting the attachments.
Once the form has been filled in press the “Delete Attachments” button.
The user will be asked if you want to delete the selected attachments.
The form will then be checked to ensure that the required fields have been entered.
If all is okay at this stage, the details will be transmitted to the server which will check that the
user is allowed to delete files.
If the form fails the initial validation the cursor will be placed into the field that caused the
error and the user will need to correct the error before the details will be transmitted to the
server.
If the server responds with an error then the user will need to press the “Back” button on their
web browser and re-enter the correct details.
Note:
Pressing the “Back” button on the web browser will clear any user name and password
entered.
Once the details have been accepted by the server it will respond with a message saying that
the number of attachments has been updated.
4.0 PGP and Public Key Cryptography (Overview)
With PGP™, you can protect the privacy of your email messages and files by encrypting them
so that only the intended recipients can read them. You can also digitally sign messages and
files, which ensures their authenticity. A signed message verifies that the information within it
has not been tampered with in any way.
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PGP is based on a widely accepted encryption technology known as public key cryptography
in which two complementary keys—a key pair—are used to maintain secure communications.
To send someone a private email message, you use a copy of that person’s public key to
encrypt the information, which only they can decipher by using their private key. Conversely,
when someone wants to send you encrypted mail, they use a copy of your public key to
encrypt the data, which only you can decipher by using a copy of your private key.
You also use your private key to sign the email you send to others. The recipients can then use
their copy of your public key to determine if you really sent the email and whether it has been
altered while in transit. When someone sends you email with their digital signature, you use a
copy of their public key to check the digital signature and to make sure that no one has
tampered with the contents.
To use PGP, you must first create a key pair.
Instructions concerning the installation of the PGP software, and full instructions on the
creation of keys, together with a dowloadable version of the PGP software are currently held
on the SSC web server “SSCDIAG3”. It is expected that they will shortly be moved to the
SSC web serer “Scarper”.
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5.0 OCP turnaround target times
The following turnaround times are set as targets and include all the signatories involved.
Urgent — 2 hours
Routine — 8 hours
Infrastructure Operations Services Team will chase the OCP to ensure sign off but it is down
to the individual to ensure that sign of is within the required timescale. Mandatory signers
must regularly monitor their email for OCP’s, Optional signatories will be told about the sign
off by the Duty Manager.
6.0 Differences between OCP and OCR processes
The OCP process is administered by Post Office Account Operations, and is available to all
users for the administration, authorisation and auditing of changes made to the live operational
service.
The OCR process involves the correction of customer data on the live system, and because
user data is involved, requires different approvals and auditing.
Only the SSC has the authority to make changes to the data on the system, and therefore only
SSC staff can action an OCR .
In most cases, an OCR does not involve the financial integrity of the system. Under these
circumstances one of the SSC Manager, the Support Services Manager or the Customer
Service Duty Manager can approve an OCR. If the data to be changed has a financial impact
on Post Office, then approval must also be given by a senior Post Office Manager.
When an OCR has been approved, and has been actioned, it is necessary for two users of the
OCP system to confirm that the work has been done — an actionee and a witness. The actionee
will always be an SSC staff member, the witness can either be an SSC staff member or a
development staff member.
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