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oO POST OFFICE ACCOUNT DEFECT MANAGEMENT REPORTING
FUJITSU FUJITSU CONFIDENTIAL (INTERNAL USE ONLY)
Document Title: POST OFFICE ACCOUNT DEFECT MANAGEMENT
REPORTING
Document Reference: SVM/SDM/PRO/4695
CP/CWO Reference: None
Abstract: Description of the procedures used on the Post Office Account to
produce Defect Management Reports.
Document Status: INITIAL DRAFTS
Author & Dept: Matthew Hatch
External Distribution: None
Information See section 0.9
Classification:
Approval Authori
Name Role
See Dimensions for record
See Dimensions for record
© Copyright Fujitsu 2022 FUJITSU CONFIDENTIAL (INTERNAL USE og. SVM/SDM/PRO/4695
ONLY)
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FUJITSU FUJITSU CONFIDENTIAL (INTERNAL USE ONLY)
0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents...
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External,
0.5 Abbreviations.
0.6 Glossary..
0.7 Changes Exp
0.8 Accuracy...
0.9 Information Classification
INTRODUCTION
Overview of the Live Defect Management Reporting approach.
The Goal.
Backgrount
asa a
wea
2 LIVE DEFECT MANAGEMENT REPORTING.
2.1 Weekly HDR Report Creation Work Instructions.
2.2 Weekly CBIF Submission Extract Work Instructions...
Appendix A — No Fault Found Response Category values.
2.3 Providing updates to POL Questions in the meeting and additional question:
2.4 Sending POL the Weekly HDR Report.
2.5 Saving the reports, minutes and emails to Sharepoin
2.6 LIVE Defect Management Monthly Report Creation..
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0.2 Document History
Only integer versions are authorised for development.
Version No. Summary of Changes and Reason for Issue Associated Change
CWO, CP, CCN or
PEAK Reference
4 03/10/2022 Initial draft versions not released for review NIA
02 06/10/2022 New draft version with amendments following the document NIA
being used in a training session.
03 07/10/2022 Typo corrections. NIA
04 20/10/2022 Further amendments identified during KT session NIA
0s 09/11/2022 New Section 2.8 Creating the POL Alll Live Defects Report has I N/A
been added that details the instructions for creating the POL All
Live Defects Report
No other changes have been made to this document other than
what has been detailed above.
06 19/11/2022 ‘Added an instruction for new potential or confirmed Defects to I N/A
add the “Date first logged at HDR (dd/mmlyyyy)" as the date of
the HDR Meeting that this will be presented to POL for the first
time.
No other changes have been made to this document other than
what has been detailed above
07 07/12/2022 ‘Amended section 2.8 Creating the All Live Defects Report to NIA
include reporting against the new Response Category “Accepted
Live Defects’,
No other changes have been made to this document other than
what has been detailed above.
0.3 Review Details
See POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You may
include additional reviewers, if necessary, but you should generally not exclude any of the mandatory reviewers
shown in the matrix for the document type you are authoring.
Review Comments by: (date by which comments should be returned)
Review Comments to: (author's email) + POA Document Management
If preferred, you can delete the following Mandatory and Optional reviewer tables and paste in the appropriate list
copied from POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001)
Mandatory Review
Role Name
Optional Review
Role Name
(*) = Reviewers that returned comments
Issued for Information — Please restrict this
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distribution list to a minimum
Position/Role Name
0.4 Associated Documents (Internal & External)
References should normally refer to the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date Title Source
PGM/DCM/TEM/0001 I See note I See note above POA Generic Document Template Dimensions
(DO NOT REMOVE) I above
PGM/DCM/ION/0001 POA Document Reviewers/Approvers I Dimensions
(DO NOT REMOVE) Role Matrix
Alphabetical order
please
SVM/SDM/PRO/4317 I Latest See Dimensions POL Horizon Defects Review Terms Dimensions
of Reference
SVM/SDM/PRO/0875 I Latest See Dimensions Application support Strategy Dimensions
CS/MAN/O11
0.5 Abbreviations
Alphabetical order please
HDR Horizon Defect Review
HDR-FIN Horizon Defect Review — Financial Impact
HDR-EXP Horizon Defect Review — SPM Experience
SPM Sub Post Master
PBS Payment and Banking Service
PROD OUT Production Out Date
SME's System Matter Experts
HTML Hyper Text Markup Language
PNG Portable Network Graphics
JPEG Joint Photographic Experts Group
CBIF Customer Business Impact Forum
POL Post Office LTD
MGT Management
TfSNow TRIOLE for ServiceNow
PEAK Peak Incident Management System
0.6 Glossary
Alphabetical order please
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I
0.7 Changes Expected
en
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, while every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Information Classification
The author has assessed the information in this document for risk of disclosure and has assigned an information
classification of FUJITSU CONFIDENTIAL (INTERNAL USE ONLY).
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1 Introduction
This document describes the way in which the various internal and external Defect Management reports
are produced for LIVE Defects including branch impacting. It can be used as a procedural document that
can be referred to and updated in line with changes and/or improvements that are made to the Defect
Management reports as they evolve and change owing customer or internal requirements.
1.1 Overview of the Live Defect Management Reporting
approach
1.2 The Goal
e If the Live Incident or Live Defect affects, or could affect, branch operations, we share it with
POL in a weekly HDR Report and at the Horizon Defect Review (HDR) weekly meeting
1.3 Background
« The Defect Management reports are produced for internal and external distribution in order to
demonstrate Fujitsu’s management and communication of the LIVE affecting defects including
those that have a branch impact.
e The LIVE affecting defects reported to POL will have one or more of the following collections
added in order to qualify as a candidate for reporting:
o ##LiveAffectingDefect
o HDR-FIN — Horizon Defect Review — Financial Impact
o HDR-EXP - Horizon Defect Review - SPM Experience
e These Defects could be in various stages whilst reporting on them to POL:
o INVESTIGATING - A Live Defect will start out as a Potential Live Defect until sufficient
investigation has taken place
= [Fujitsu internal unless linked to a bonded Incident]
o SOLUTIONING - If a fault is confirmed then this will progress to be a Confirmed Live
Defect (if it is not a fault then the Potential Live Defect will be closed)
« [Fujitsu internal as a solution still needs to be identified and agreed]
o PROPOSED FOR - Once a solution is identified for a Confirmed Live Defect it will need
to go through the POA processes before the fix is assigned to a sensible Release
= [Fujitsu internal involving developer / feature conflict check. Counter defects are
discussed with POL]
o TARGETED AT - Releases are then managed through to deployment to Live
= [Visible to all parties as the Release work starts]
2 Live Defect Management Reporting
2.1 Weekly HDR Report Creation Work Instructions
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To create the weekly HDR Report, which is shared with POL, follow these steps:
o The criteria to be used to determine HDR reporting candidates to share with POL will be
determined by creating a list using the following logic. The resulting list allows for the HDR
candidates to be identified
o Prepare the report to send to POL
e Aspreadsheet format has been used to date so the previous week’s POL “HDR Defects
update report — dd.mm.ccyy v1.0.xlsx" submission should be used as the basis for the
new report — removing all previous week highlighting and deleting rows scored out as
POL have been told these are being removed.
= Save the file as v0.1 initially and use v1.0 for the version that is shared with
POL. As a visual reminder add WIP into cell B2 and lastly delete the “HDR
Report” Tab, which contains last weeks extracted data.
= It may be easier to create several draft versions i.e. v0.1, v0.2, v0.3 etc during
the creation of the report, so that it is in a state suitable to create v1.0 to share
with POL.
= Amend the date in F3 making sure to leave it as a text field or the title of the
section below it will not render correctly
o Create the Peak extract to build the report from
e Then, open any version of the “Peak_Defect_Management extract dd.mm.ccyy
hh.mm.xisx” spreadsheet and Enable Content and go to the Data tab
Save the resulting file with the
timestamp to match when the extract was created — so it can be referred back to. Turn
off AutoSave
© Quick filtering method:
e Go to the “HDR Report Pivot” tab
e Right mouse click on any part of the filter values at the top and choose “Refresh”
PROD OUT Planned Date (MU Icalini <I11 ~ AA RB % 9
Response Category (MUR TESS A+ Hl- Bs
Status Me
Ie classification [Multinintenmct lene em tmnart an Exp
Deferred (ail [3 covy
PBS Project {All EE) Format Cells.
am
Count of Summary DB Betresh
EE) Move >
Remoye "HOR Classification
EB Fiela settings
PivotTable Options.
ie Fea ust
e Check that all the filters are accurate and match the description shown:
REFRESH aativeAffectingDefec TAB THEN REFRESH THIS PIVOT AND CHECK THE FILTERS AS SHOWN.
PROD OUT Planned Oate (Multiple tems) -¥ Check PROD OUT Planned Date only tcks the blanks and future dates
Response Category _ {Multiple tems) -¥ Check the NFF Response Categories are all unticked
status (Multiple tems) 2 untick ¢
HOR classification _ (Multiple tems) T set to impact and Experience (Eror needs looking 2, blank is excluded)
Deferred (aly ~ Set to Yes or blank
PBS Project any ~ Set to Yes or blank
DDouble click the number shown to expose the result set for reporting & rename the tab to Deterred/PAS/Other
‘Count of Summary
FS
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e Ensure that you have set Deferred and PBS Project to (All)
e Pay special attention to the “PROD OUT Planned Date” which may have had new future
dates added that need to be ticked
Call Type Defect Identified I
PROD OUT Planned Date (Multiple items) T's
Respor [Search plu
Status (19/01/2021 ae
HDR Cl .(¥}03/04/2022 s
Target. [03/02/2022 E
BIF Plat (12/02/2022 E
PTFPla 23/02/2022 s
Bir tic © 16/03/2022 E
‘Action( ~L2 1702/2022 5
31/03/2022 5
01/05/2022 <i
‘Count «
Select Multiple items c
o List — Deferred, Project and HDR Live Defect Peaks
PROD OUT Planned Date (Multiple Items) -T
Response Category (Multiple Items)
Status (Multiple Items) -T
HDR Classification (Multiple Items) -¥
Deferred (All) “
PBS Project (All) *.
e If there are any Deferred, Project and HDR Peaks to consider, a number will appear
under the Count of Summary
‘Count of Summary
30
Double click on the number to open a new sheet with the relevant Peak(s) listed
and rename it “HDR Report”.
It is more likely that the result set largely matches the previous results showing
in the HDR Report.
Compare the previous HDR report to the new list and amend accordingly so the
new HDR report list matches what the system now shows
o Todo this it is worth hiding the following columns as it makes to easier
to compare the data against the previous HDR Report:
= C-Date Opened
= D- Product
= E-Product Group
= G-Priority
= H-Assignment Team
= I- Status
= J - Response Category
= K-—Root Cause
= M-References
= N-TfSNow Reference
= O-POL SNOW Reference
= P—Contact Name
= R-Business Impact
e — Itis good idea to mark for each Defect PEAK the “Call Reference”, “Description”, “Target
Release Type” and “Target Release” red on the HDR Report tab of the
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“Peak_Defect_Management extract dd.mm.ccyy hh.mm.xisx” once checked against the
previous HDR Defects Update Report dd.mm.ccyy.xisx.
e Also check column AH “Planned Out Date” to ensure that any dates previously reported
against in the HDR Defects Update Report under “Current Target Release Date” have
not been amended or if any new dates have been added for Defects that had previously
been blank.
e If any dates have been amended or added, then please add to the Current Target
Release Date of the HRD Defects Update report and add a new HDR extract.
e Also check column AG Date Time Last Updated to see if any Defects have been
updated in the last week. If so, check the Defects to identify the changes and if the
Impact Tab has been updated then please add to the HDR Report. Other updates such
as comments added to the Detail Tab may not require to be communicated to the
customer as this could a JIRA reference or log needed to further investigations.
0302313 DEV - PIN Pa Defect Ident ##LiveAffectin No The PIN Pad status Proposed For HNG-X 73.10.
PC0301681 ‘SV&l:72.30:E Defect Ident HDR-Fin, ##Liv Yes During Existing Rev Reported In HNG-X Rel. Ind.
pco301437 Transaction I Defect Iden’ HDR-Fin, ##Liv Yes fa counter perforr Targeted At HNG-X 72.30
0301364 BTS reports Defect Ident HDR-Fin, ##Liv Yes After a failed stock Targeted At HNG-X 72.30
Pc0301299 BAL fix - INC Defect Ident .SSC3rd, ##Liv’Yes Ifa clerk uses the T Targeted At HNG-X 38.04
c0301174 ‘Customer nc Defect Ident HDR-Fin, ##Liv Yes During this basket \ Proposed For HNG-X 73.10
Pco300404 DEV - Transa Defect Ident ##LiveAffectin No If Transaction Log s Targeted At HNG-X 72.30
PC0300338 Counter Fix -Defect Ident.SSC3rd, ##LiveYes If a clerk uses the T Proposed For HNG-X 73.10
0300066 PBS: INC102: Defect Ident HDR-Fin, ##Liv Yes Declined transactio Reported In HNG-X Rel. ind.
0299783 PBS Banking Defect Ident HDR-Fin, ##Liv Yes This issue is the resTargeted At HNG-X 72.30
0299322 Branch 2508! Defect Ident HDR-Fin, ##Liv Yes AP Transaction (Aut Targeted At HNG-X 37.01
0298894 PBS Comple: Defect Ident ##LiveAffectin No Ifa PBS Balance Enc Proposed For HNG-X 73.10
900298823 PBS: Regress Defect Iden’ HOR-Fin, ##LivYes In rare cases, preve Targeted At HNG-X 72.20
0298591 PBS transact Defect Iden! HDR-Fin, .SSCFYes Ifthe user presses Targeted At HNG-X 72.20
0298324 PBS Counter Defect Iden! SSCRandR, ## No On PBS counters wi Targeted At HNG-K 72.20
c0298067 LST:R71.10- Defect Ident ##LiveAffectin No Business impact: W Proposed For HNG-X 73.10
PC0297965 {ST:R7L10- Defect Ident ##LiveAffectir No Business impact: If Proposed For HNG-X 73.10
0297964 (ST:R71.10 - Defect Iden ##Livedffectin No During Existing Rev Proposed For HNG-X 73.10
0297963 (ST:R71.10 Defect Iden’ ##Liveaffectir Yes There have been niProposed For HNG-X 73.10
Pc0297962 LST:R71.10- Defect Ident ##LiveAffectin No Existing Reversals s Proposed For HNG-X 73.10
C0287878 PBS LST:R71. Defect Ident BIFApproved, No When a PBS bankin Targeted At HNG-X 72.20
c0295854 LST: R70.40 C Defect Iden‘ BIFApproved, No PBSIL does not imp Proposed For HNG-X 73.10
0294925 Obsolete He Defect Iden’ Sattars, SSCCENO When help pages hTargeted At HNG-X 72.20
0293665 CBB-5606 - L: Defect Iden‘ ##Liveaffectin In particularly rare ‘Proposed For HNG-X 73.10
90293598 70.40 : ATO Defect Iden’ BIFApproved, No For AP-ADC transac Targeted At HNG-X 72.20
PC0292825 1NC7179929 : Defect Ident SSC - 4th Line, No See Title. this is be Proposed For HNG-X 73.10
c0292708 (88-5259 - H Defect Ident BIFApproved, The history text ge! Proposed For HNG-X 73.10
Pc0290005 LST:REL_IND Defect Iden‘BIFApproved, No When the Clerk att Proposed For HNG-X 73.10
0289922 LST: R70.20 C Defect iden’ BiFApproved, Yes During a Rem in fo Proposed For HNG-X 73.10
Pc0289127 R70.20-SV&l Defect Iden! BIFApproved, For some back offic Targeted At HNG-X 72.20
e Any that have been closed should be moved to the HDR Closed Defects section of the
HDR Report and highlight in yellow:
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e Any that are new should be added to the list and highlighted in red on the HDR Report
tab whilst they are checked and completed
co These then need scrutiny to ensure they look correctly tagged as HDR.
This will require the Peak to be read and checked
co If they are HDR, then the Impact tab needs checking to ensure it is
complete and reads well. Any amendments should be referred to the
SMEs for updates to be added to Peak
° iff new Live Affedting HOR Peak is SiDunder investigation analSuehl
°
a es
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o Ensure that the Date first logged at HDR (dd/mm/yyyy) is completed
with the date of the next meeting (normally a Monday) for which this
potential or confirmed new Defect will be presented to POL in the HDR
meeting. Field from the Impact Tab illustrated below:
ate first logged at HDR (dd/mmvyyyy) [24/10/2022 ‘I
o When the report is ready to submit, the highlighting on the new rows
should be changed to yellow
o Extract the list showing:
Por ro 2
eieroncll Wot Te ED casncord tercolld rsenirin s ix]
Dect mete: By Paid) ee ewe
o POL Reference (from column Bl)
o POL Title (from column BN or set to N/A for a new entry)
o Category (from column BF)
o Fujitsu Reference (the Peak Call Reference from column A)
o Summary (the Peak Summary field from column B)
o Confirmed Defect (set to “Yes” if Call Type in column F is “Defect
Identified” or “No” otherwise)
o Workaround (from column Q)
o Update (manually updated to pick out any changes made week to week
on the Peak in question — if nothing has changed (as is typical once a
Peak is Targeted At) then the “No change since dd/mm/ccyy” will
probably be ok to leave as is. If any updates are identified, set this cell
to YELLOW FILL
o Target Release Type (from column S)
Target Release (from column T)
o HDR Extract
= Create the file to embed:
= This is created within Peak from the Impact tab
= Open the Peak and go to the Impact tab
°
= Click on the Export icon on the top right
= A view of the Impact screen is presented in a new window
= Right mouse click and choose “Save as”
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°
Refresh
Print
] Cast media to device
Read aloud
2 Translate to English
View page source cutey
GD Inspect
Save the file
Embed the file
Click on the cell into which the saved HTML file is to be
added
Click on the Insert menu option at the top
ome Insert Page Lay
Click on Object in the Text section
8 4] Wordan ~
Sr ie [Pf Signature Line ~
Bor & Footer 1] Object
Text
Click on the “Create from File” option on the screen that
appears
I Object 7 x
I create new Create trom File
I Fite name:
I Browse...
i Duin to rte
I C1 Dispiay as icon
I Rese
I Inserts the contents ofthe file into your
I document so that you can edt it later
I Using the program which created the
I source file.
Click on Browse and then navigate to and click on the
relevant file and select “Insert”
Then click OK
The file will be inserted into the cell in the HDR report
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oe POST OFFICE ACCOUNT DEFECT MANAGEMENT REPORTING
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o Screenshots
= If any screenshots have been requested or are needed, first
save the screenshot to a file (PNG or JPEG)
o Embed the file
Click on the cell into which the saved HTML file is to be
added
Click on the Insert menu option at the top
ome Insert Page Layc
Click on Object in the Text section
8 4] Wordan ~
Se [B Signature Line ~
Box & Footer 1] Object
Text
Click on the “Create from File” option on the screen that
appears
I Object 7 x
Create New Create from File
source file.
I
I le name:
I Browse...
I
I Cluink to tite
I Coispiay as icon
I Rese
I Insets the contents ofthe file into your
I document so that you can edit it later
I Using the program which created the
I
[oe] ome
Click on Browse and then navigate to and click on the
relevant file and select “Insert”
Then click OK
The file will be inserted into the cell in the HDR report
If it is a PDF document, you will need to click on Display as
icon checkbox
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Object ? *
raven get
oar eae
Click OK and then resize the PDF document in the cell
Once all details are added please ensure that all the row illustrating the
new Defect is highlighted in yellow.
FY! ONLY — MANUAL FILTERING
co If the HDR Report Pivot is absent or corrupted, then the manual filtering is as follows
o Go to the ##LiveAffectingDefect tab and filter as follows:
e Set the filter on Response Category [column J] to exclude the No Fault Found values
(see Appendix A)
e Seta filter on HDR Classification [column BF] to exclude blanks
¢ Seta filter on Planned Out Live [column AH] so the dates are in the future or blank (it
has not been deployed)
e Exclude closed Peaks where Status [column I] is “C" — as these may have been fixed
outside of a release by Ingenico themselves
o Then the 1 List needs to be created that can be used to compare against the previous week's
report:
o Deferred Live Defect Peaks
e Set the filter on Deferred [column BH] to “Yes”
* These are unlikely to be discussed at HDR as they are previously approved and
understood but are provided to show the level of Fujitsu control
o Project Live Defects
e Set the filter on PBS Project [column BG] to “Yes”
e These are unlikely to be discussed at HDR as they are part of the ongoing Project
Manager regular review calls
o Non-Project Live Defects (likely originating from an Incident during normal service delivery)
e Change the filter on PBS Project [column BG] to exclude “Yes”
e These require more comprehensive information as these will be discussed at the
HDR meeting
e Extract the list as described above
o These previously were listed as individually in their own sections but is now reported all together.
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A.1 2.2 Weekly CBIF Submission Extract Work Instructions
To identify if there are any CBIF submissions necessary to POL, follow these steps:
o Create the Peak extract to build the report from
Open any recent version of the “Peak_Defect_Management extract dd.mm.ccyy
hh.mm.xisx” spreadsheet and Enable Content and go to the Data tab and click Refresh
All on each tab. The password to run the embedded queries needs entering 3 times and
ist ave the resulting file with the timestamp to match when the extract was
created — so it can be referred back to. Turn off AutoSave
o Quick way
Go to the “CBIF Peaks Pivot” tab
Right mouse click on any part of the filter values at the top and choose “Refresh”
\call type Defect Identified ¥/settoD
PROD OUTPlanned Date (Multiple items) -¥ set to ft
Response Categor cain «ii A’ A RB + % ¢
ais BI ~ Ae
HOR Classification =
By 8 3
frarget Release Tyr~ eet waht
Bir Planned Date [1 Copy 4
PTFPlanned Date [5] Format Cele. i
BiF_Ticked_Quest t
‘ActionedTeam [2 Refresh ij
Move >
“Count of Summan,
XX Remove "Target Release Type
BB Fila settings
Pivot Table Options
BD Hie Feta tie
Check that all the filters are accurate and match the description shown:
REFRESH tiLiveAffectingDefect TAB THEN REFRESH THIS PIVOT AND CHECK THE FILTERS AS SHOWN.
Call Type Defect identified I set to Defect identified
PROD.OUTPlanned Date (Multiple Items) ¥ Set to future date or blanks
Response Category _ (Multiple items) T Untick the No Fault Found categories
status (multiple tems) Exclude c
HDRClassification (blank) Set to blanks
‘Target Release Type (Multiple Items) _-¥ Exclude Targeted At
BiF Planned Date (Multiple tems) 57 Exclude blanks
PTF Planned Date (blank) set to blanks
BIF Ticked Questions (Multiple tems) -¥ Exclude blanks
‘Actioned Team (Clank) <¥ set to blanks
Double click the number shown to expose the result set (usually nothing)
‘Count of Summary r 1
Pay special attention to the “PROD OUT Planned Date” which may have had new future
dates added that need to be ticked
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Call Type Defect Identified -¥/s
PROD OUT Planned Date (Multiple items) 7's
Respor Sear pu
Status 1) 19/01/2021 ale
HOR Chi 44.03/04/2022 s
Target (03/02/2022 ia
BIF Plat (J 12/02/2022 E
PTF Pla ~423/02/2022 s
pir tic 4 16/03/2022 4
‘Actiont -C111702/2022 5
(4 31/03/2022 c
(401/05/2022 .
Count «
Select Multiple tems C
Canc
e If there are any CBIF Peaks to consider, a number will appear under the Count of
Summary
Count of Summary
1
o Double click on the number to open a new sheet with the relevant Peak(s) listed
o Go to “Collating the results” below
o Manually filtering way
« Go to the ##LiveAffectingDefect tab
« Call Type [column F] is "# - Defect Identified" (a fix is needed)
e Set the filter on Response Category [column J] to exclude the No Fault Found values
(see Appendix A)
e Seta filter on HDR Classification [column BF] to blanks
e _ BIF Planned Date [column U] must not be blank (it has to have been to a BIF meeting)
e Target Release Type [column S] is not Targeted At (as this means it has gone through
PTF already)
e PTF Planed Date [column AA] must be blank (it has not been to PTF)
e Planned Out Live [column AH] date is in the future or blank (it has not been deployed)
e The Actioned Team [column AJ] must be blank (i.e. not BIF (not ready for CBIF) or PTF
(gone past the CBIF step))
¢ BIF_Ticked_Questions [column AM] is not blank (BIF selected it for CBIF)
¢ Go to “Collating the results” below
o Collating the results:
e Check that each Peak(s) in the result set is/are correctly marked by reviewing the Peak
Details and looking at the Release Management (Release MGT) tab for notes that
clarify. Any Peaks that are confirmed as CBIF candidates then need a CBIF Proposal
creating as this is what will be submitted to POL.
e CBIF is part of the HDR meeting and any proposals should be submitted along with the
weekly HDR report for discussion at the weekly HDR meeting with POL.
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A.2 Appendix A — No Fault Found Response Category values
Peaks with the following Response Categories are deemed to be No Fault Found as no action was
required to remedy the issue raised. In some cases this is because the fault is within an area of the
system that is managed using TfSNow and hence Peak is not the source of the Live Defect information.
Response Category — 68 -- Final -- Administrative Response
I Response Category — 95 -- Final -- Advice after Investigation
I Response Category — 04 - Final -- Advice and guidance given
Response Category — 70 -- Final -- Avoidance Action Supplied
Response Category — 200 -- Final —- Call withdrawn by user
Response Category — 120 -- Final — Cloned to create Defect Peak
I Response Category - 72 — Final ~ Duplicate Call
Response Category — 58 -- Final -- Documentation Fix Available to Call Logger
Response Category — 66 -- Final ~ Enhancement Request
Response Category — 96 -- Final -- Insufficient evidence
“Response Category — 62 -- Final — No fault in product
I Response Category — 63 -- Final -—- Programme Approved — No Fix Required
I Response Category - 64 — Final - Published Known Error
“Response Category - 100 — Final — Route call to TIS :
Response Category — 97 -- Final -- Unspecified insufficient evidence
Response Category — 98 -- Final -- User error
2.3 Updating the PIVOT Tab of the Weekly Defect Update
Report
The Pivot tab of the Weekly Defect Update report provides a table and graph that illustrates 1)
The Proposed For 2) Targeted At 3) TBC for the Defects displayed in the HDR Report - Open
Defects by Target Release and HDR collection i.e. Impact and Experience.
If no new defects are added to the report, then the table and graph can be refreshed to pick up
any changes by following the below steps:
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On the Pivot tab, select a cell within the table and then right click, to bring up the menu
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+ Defects Targeted At releases with BLANK release dates means that there is no agreed Go Live date so the fixes have no confirmed date for resolution
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If new defects have been added to the HDR Report — Open Defects, then select the
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PivotTable Analysis menu bar
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«The Change PivotTable Data Source menu will be displayed
REET
OR Report open Detects HOR aD
Change the Table/Range to cover all the active rows and then click ok
e This will then return you to the Pivot Tab
Roe Cees ce ee est ee er ar ee ee sania
+ Defects Targeted At releases with BLANK release dates means that there is no agreed Go Live date so the fixes have no confirmed date for resolution
epee yp et eh Dt = aia
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e Again it is worth refreshing the table.
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2.4 Providing updates to POL Questions in the meeting and
additional questions
As a result of the weekly HDR meeting there maybe questions raised by POL that you will need
to read the Defect PEAK or engage the required technical resource to gain the required updates
to add to the Impact Tab so a revised HDR Extract can be provided in the next HDR Report.
Additionally, POL may send questions on HDR Defect PEAKS in order to gain clarification, that
will again need to be added to the Impact Tab so a revised HDR Extract can be added to the
HDR Report.
These actions can be performed outside of the producing of the weekly HDR Update Report in
order to be ready to add the report against the appropriate HDR Defect PEAK in the report.
2.5 Sending POL the Weekly HDR Report
e Once all the required changes have been added to the HDR Report, you are now in a position to
create v1.0 to send to POL by approximately 10:00 on a Friday morning, in preparation for the
HDR meeting with POL on a Monday morning (Usually 11:45). If you send it a little late owing to
awaiting an update from a technical resource, that is not a big issue as long as it is sent to POL
by close of play on the Friday.
o Open the latest draft version of the report i.e. HDR Defects Update Report v0.2
o Ensure that all the required updates, HDR Extracts and Screenshots have been added to
the report. This includes checking against the actions from the minutes of the previous
meeting sent by POL in order to ensure that the required information to answer POL
questions is included in the HDR Extracts for the appropriate HDR Defect PEAKS. This
will assist in confirming the status of the Fujitsu actions from the previous meeting.
co If so, remove the word “WIP” into cell B2 and save the report as “HDR Defects update
report — dd.mm.ccyy v1.0.xIsx”
o Next prepare the email to be sent to POL that the report needs to be attached to. Please
see example of the weekly email for the HDR Update Report below:
From: Hatch, Matthew
Sent: Friday, September 30, 2022 10:12 AM
To: Paul I Smith <7
Cc Bansal, Steve (BRAO1) <
i POA
bitywanager
Subject: HDR Defects Update Report - 30.09.2022 - v1.0
Good Morning Paul and Lisa,
There are NO CBIF candidates to put forward this week and NO NEW DEFECTS to
raise.
There is also FOUR updates to the existing entries, that have been highlighted in yellow
in the update column.
Changes to report and updates:
e The pivot has been updated
«The four updates are:
o 1has had the Target Release updated.
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o 1 has Status Update amended to reflect POL questions
o 1has RCA updated etc amended to reflect POL questions
= Already provided revised HDR to POL on Monday 26" of
September.
oc 1has the latest problem update.
* The one closed defect from last week:
o PC0302653 - Invalid session receipts printed before session settlement
& user confused as to how to settle it
= The HDR extract has been updated to reflect POL accepting
that this is not a defect and is working as per design, as result of
meeting held on Wednesday 28" of September.
There are NO OPEN ACTIONS for Fujitsu — as I have engaged technical resources and
updated the HDR Extracts for the below:
e PC0302313 DEV - PIN Pad Record Not Updated To Show When
Responsive/Non-responsive during logon or unlock
e PC0302653 Invalid session receipts printed before session settlement &
user confused as to how to settle it - (closed)
o Meeting held on Wednesday 28" of September as highlighted above.
I approve the minutes from the HDR Meeting on Monday 26/09 from a Fujitsu
perspective.
o Then add the report version 1.0 “HDR Defects update report — dd.mm.ccyy v1.0.xIsx” to the
email and send to
2.6 Saving the reports, minutes and emails to SharePoint
In order to have an audit record of the HDR Defect Update reports, emails sent to POL and emails and
minutes of the meetings sent by POL to Fujitsu, there is a SharePoint location whereby all of these
emails and documents are held. Following the sending of the weekly report to POL, or responding to
POL emails with questions or the receiving of meeting minutes from POL please save them to the below
SharePoint location:
Service Management - Horizon Defects Review (HDR) - started June 2021 - All Documents
(sharepoint.com)
2.7 LIVE Defect Management Monthly Report Creation
To create the monthly Live Defect Management for POA stack owners and leadership, follow these
steps:
o Create the Peak extract to build the report from
e Then, open any version of the “Peak_Defect_Management extract dd.mm.ccyy
hh.mm.xisx” spreadsheet and Enable Content and go to the Data tab and click Refresh
All on each tab. The password to run the embedded queries needs entering 3 times and
i ave the resulting file with the timestamp to match when the extract was
created — so it can be referred back to. Turn off AutoSave
o Prepare the report
e A spreadsheet format has been used to date so the previous month's
“POA_Live_Defect_Management Monthly Report dd.mm.ccyy hh.mm.xisx” should be
used as the basis for the new report. To show history, copy the white box on the top left
of the Summary tab and paste it to the right as an image (you may need to delete a
previous image)
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¢ Save the file with the same date and time values as the Peak extract created earlier so
you know which extract the report relates to
o Go to the ##LiveAffectingDefect tab and filter as follows
Then the 5 tabs are derived as follows:
Check the range of values in the Call Type column. If there are any that are neither “Live Incident”
nor “Defect Identified” then these need to be looked at to decide whether to treat them as one of
these 2 categories. There shouldn't be any, but if there are, it is most likely to be Vulnerability which
can be treated as Defect Identified. If so, amend the filtering below where ** is shown.
o Still Investigating
¢ Clear all filters
e Filter the Planned Out Live date so it is in the future or blank (it has not been deployed)
e Filter out the No Fault Found Response Category values (see Appendix F)
e Filter Call Type to “Live Incident” ONLY **
= Consider filter on Status to exclude “Closed — but beware the closures may be
wrong
e Extract the columns shown on the tab from the filtered list and paste the values into the
report
e Expand/contract the Stack owner column by copying/pasting the formula so all rows are
attributed to a name
o DI-Solutioning
e Clear all filters
e Filter the Planned Out Live date so it is in the future or blank (it has not been deployed)
e Filter out the No Fault Found Response Category values (see Appendix F)
e Filter Call Type to “Defect Identified” ONLY **
e Filter “Target Release Type” to exclude “Targeted At” and “Proposed For"
= Consider filter on Status to exclude “Closed — but beware the closures may be
wrong
= Manually add back in any that are “Targeted At” or “Proposed For” and Target
Release is “Re-target” if there are any
e Extract the columns shown on the tab from the filtered list and paste the values into the
report.
2.8 Creating the POL All Live Defects Report
Fujitsu have agreed to create a report called “POL All Live Defects Report” on a fortnightly basis and
send to POL.
In order to create the report please following the below instructions:
1. Run the "Peak_Defect_Management extract dd.mm.ccyy hh.mm.xisx" update and rename the
file accordingly
a. Update the filters on all tabs and Refresh the content
b. Save the file
c. Turn off autosave
2. In order to ensure that the new Response Category “Accepted Live Defect” is picked up and
reported against please follow the below instructions.
i. In any Pivot tables you should now tick the Response Category “Accepted Live Defect”
so the entries are included. E.g.
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Response Category (Multiple Items) -T
Status [Search Fe)
HORC _(¥) Product Error Fixed a
(] Programme approved - No fix re:
{Published Known Error
(Reconciliation - resolved
(1) Route call to TFS
(¥1S/W Fix Available to Call Logger
I Ref Data Fix Available to Call Log
© Accepted Live Defect
Select Multiple Items
ii. When you update the Pivot tables you will see a “S — Accepted Defect” entry. I
recommend you collapse section 5 as follows:
HNG-X 73.10 1
_®5- Accepted Defect 4
/Grand Total 26
3. Create the "HNG-X - All Live Defects Report for POL - dd.mm.ccyy.xlsx" file by copying the
previous version (the POL report)
i. Update the Front Page to put the correct dates at the top
4. Go back to "Peak_Defect_Management extract dd.mm.ccyy hh.mm.xlsx"
a. Go to the Defect Stage Pivot tab and click on the number to the right of Grand Total
b. This will create a new sheet with all the Peaks on that you need
c. The columns then need reordering ready for placing into the POL report
d. In order...
i. Cut column BJ and paste it prior to column A
1. Wrap Text will probably switch on so select all content and put Wrap
Text back off
ii. Cut column BG and paste it prior to column E
iii. Cut column BI and paste it prior to column F
iv. Cut column T and paste it prior to column G
v. Cut column S and paste it prior to column H
vi. Cut column BJ and paste it prior to column I
vii. Cut column X and paste it prior to column J
viii. Cut column BK and paste it prior to column K
ix. Cut column BF and paste it prior to column L
x. Cut column BO and paste it prior to column M
xi. Cut column BV and paste it prior to column N
xii. Cut column BY and paste it prior to column O
e. Sort column A A-Z (1 - Investigating will be at the top)
f. For all top rows where Defect Status is 1- or 2- blank out columns J, K, and L
i. For any rows at the bottom where Defect Status is 5- For any rows at the
bottom where Defect Status is 5- blank out columns J, K, and L
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g. Filter column BO (Impact:Date of Issue) to dates AFTER the last report AND including
Blanks - to show only those that have changed since the last report was run
i. Filter column E (HDR Classification) to blanks only - the HDR ones will have
been scrutinised already
ii. Check columns M, N and O read well and request amendments if not - apply
manual edits to this extract to save repeating above steps
h. Remove filter column E (HDR Classification) and filter column AX to show those declared
HDR since the last report
i. Check columns M, N and O read well and request amendments if not - apply
manual edits to this extract to save repeating above steps
Clear the filter to show all rows (Menu - Data - Clear for speed)
Select from row 2 until the end and take columns A-O
Copy the text
5. Go back to "HNG-X - All Live Defects Report for POL - dd.mm.ccyy.xlsx"
a. Place cursor on cell A2 and Paste values
b. Check that there are no extra rows from the previous report - delete if there are
c. Unhide the tab "By Release" and Refresh it
d. Select all contents except the header row and then paste alongside as an image
e. Crop the image to remove the Pivot table "-" symbols
f. Cut the image and paste it on the Front Page - resize and position correctly
g. Hide the "By Release" tab
h. Save the spreadsheet
i. Select the entire "All Live Defects" sheet (top left corner left of A and above 1
j. Double click a row marker to cause resizing to fit contents
k. Amend the screen so you can see columns M, N and O
I. Slowly scroll down the file adjusting any cell heights where content looks to end oddly to
ensure all content is visible
m. File Print and select "Print Entire Workbook"
n. Set printer to "Microsoft Print to PDF"
0. Check Preview of all pages
p. Press Print
q. Save file as "HNG-X - All Live Defects Report for POL - dd.mm.ccyy.pdf"
6. Go back to "Peak_Defect_Management extract dd.mm.ccyy hh.mm.xlsx" and delete the sheet
you manipulated to create the view for POL
a. Save the file
b. Close the file
. On the day of issue, send to Rohit Gogna[ - % Paul I Smith
pin POL.
M
HNG-X - Alll Live
Defects Report for F
e Forward a copy of the Sent Item to POA recipients: Hatch Matthew
; Bansal, Steve (BRA\
GRO “>; Bacon, Rosie {
Duhaney,
Allen, Graham
Evans,
(BRAOT)
Steve ( (BRAOT),
M
FW_HNG-X - All
Live Defects Report
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