FUJ00234852
FUJ00234852
FSL-23-0000060561
Peak Incident Management System
Call Reference _ IPC0156078 Call Logger I_Customer Call_ -- EDSC
[Release [Reported In -- T80 Top Ref 173358
Call Type Live Incidents Priority IB -- Business restricted
(Contact IEDSC Call Status Closed -- Advice after Investigation
[Target Date 23/03/2008 IEffort (Man Days) _I0
Summary IFAD097005 £1000 error in the balance
IAll References _ [Type [Value
SSC OCR. OCR 18618
‘TRIOLE for Service 173358
IProgress Narrative
Date:20-Mar-2008 13:50:38 User: Customer Call_
(CALL PCO156078 opened
Details entered are:—
Summary:Engineer has swapped A base but did not swap over
Call Type:L
Call Priority:B
Target Release:T80
Routed to:EDSC - _Unassigned_
Date/Time Raised: Mar 20 2008 42PM
Priority: B
Contact Name: D.
Contact Phone
Originator: XXXXXX@TFSO1
Originator's reference: 173358
Product Serial No:
Product Sit 097005
Engineer has swapped A base but did not swap over mirror disk. Engineer reported that
there was a £1000 error in the balance.
Incident History:
2008-03-20 13:42:17 [ Moulden, David]
INIT : create a new request/incident/problem/change/issue
2008-03-20 13:47:28 [ Moulden, David]
zneut_en_rm : Transfer Notification
2008-03-20 13:47:48 [ Moulden, David]
LOG : Kit was swapped in TFS incident 161338
2008-03-20 13:50:00 [ Moulden, David]
LOG : Call origanally raised for an online services issue. Have voiced Chris at SSC.
2008-03-20 13:50:50 [ Moulden, David]
TR : Engineer to return base unit to SSC
2008-03-20 13:51:36 [ Moulden, David]
zneut_en rm: Transfer Notification
FUJ00234852
FUJ00234852
FSL-23-0000060561
Date:20-Mar-2008 13:59:09 User:Lorraine Guib:
The call summary has been changed from:
Engineer has swapped A base but did not swap over
The call summary is now:-
FAD097005 £1000 error in the balance
Date:20-Mar-2008 14:20:16 User:Lorraine Guibli
Product EPOSS & DeskTop -- EPOSS (version unspecified) added.
Date:20-Mar-2008 14:20:31 User:Lorraine Guiblin
The Call record has been assigned to the Team Member: John Charlton
Progress was delivered to Provider
Date:20-Mar-2008 14:25:23 User:Sudip Sur
John,
be warned, I think that the engineer has swapped the mirror disk. looks like this might
be a nasty one........
Date:26-Mar-2008 09:33:07 User:John Charlton
[Start of Response]
Cannot progress call without the counter, currently waiting for it to be delivered.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:28-Mar-2008 13:22:56 User:John Charlton
[Start of Response]
Counter has not yet arrived at the ssc.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:28-Mar-2008 14:19:03 User:John Charlton
[Start of Response]
Counter has now arrived.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:31-Mar-2008 14:36:46 User:John Charlton
[Start of Response]
Have accessed the MessageStore - continuing investigation into transaction recovery.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:31-Mar-2008 15:35:46 User:John Charlton
[Start of Response]
Have identified and extracted just under 8000 messages which were marooned on the
counter dating from March 13th to March 20th. Preparing and checking them for
processing. This will take some time.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
FUJ00234852
FUJ00234852
FSL-23-0000060561
Response was delivered to Consumer
Date:01-Apr-2008 10:29:03 User:John Charlton
[Start of Response]
Called PM to discuss issue - line engaged.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:01-Apr-2008 11:20:47 User:John Charlton
[Start of Response]
Called again - line engaged
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:01-Apr-2008 14:19:50 User:John Charlton
[Start of Response]
Called PM. He has just started to get customers querying APS transactions over the last
day or two. PM confirms he has not re-entered any of the marooned transactions and we
lare OK to go ahead with recovering the transactions.
Advised PM I would contact him before recovering the transactions, gave him the call ref
and he will call if he has a problem or if anything changes.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:02-Apr-2008 10:58:10 User:John Charlton
[Start of Response]
Ready to do a test import on a non-live counter to validate data. Hoping to do this
today.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:02-Apr-2008 17:57:04 User:John Charlton
[Start of Response]
Work on this is still ongoing
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:03-Apr-2008 17:48:00 User:John Charlton
[Start of Response]
Test import has now been carried out successfully.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:04-Apr-2008 09:43:56 User:John Charlton
[Start of Response]
Raised OCR 18618 to reinsert transactions. File to import attached as evidence.
[End of Response]
FUJ00234852
FUJ00234852
FSL-23-0000060561
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:04-Apr-2008 09:45:44 User:John Charlton
Evidence Added - Message Store to import - Marooned transactions for FAD 97005 I
Date:04-Apr-2008 09:46:17 User:John Charlton
Reference Added: SSC _OCR 18618 I
Date:04-Apr-2008 09:50:26 User:Steve Parker
OCR_ 18618 Approved
Date:04-Apr-2008 10:18:04 User:John Charlton
[Start of Response]
(Called PM - line engaged
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:04-Apr-2008 10:41:55 User:John Charlton
[Start of Response]
Called PM again, line engaged.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:04-Apr-2008 12:25:07 User:John Charlton
[Start of Response]
Discussed with PM, actioned OCR and reinserted transactions.
PM has a query ref a currency pouch done on 18/03 - am looking into this.
Will contact PM with an update later this PM.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:04-Apr-2008 14:26:59 User:John Charlton
[Start of Response]
Now that the messages have been reinserted the financial details for the pouch should be
harvested and sent to POLFS tonight.
called PM to discuss, no answer.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:04-Apr-2008 15:17:46 User:John Charlton
[Start of Response]
Phoned and discussed with PM.
Agreed to contact him again Tuesday next week to check whether the problem with the
pouch is resolved.
to let me know so that
If the PM calls again regarding this please call me oni.
I can call him back ASAP, thanks.
FUJ00234852
FUJ00234852
FSL-23-0000060561
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:08-Apr-2008 15:03:00 User:John Charlton
[Start of Response]
Called PM, a modem/fax machine answered. Try again later.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:08-Apr-2008 15:34:37 User:John Charlton
[Start of Response]
Spoke to PM who confirms all appears to be OK now. He will be rolling the TP on
Thursday, agreed to call on Friday to confirm call closure.
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
Date:11-Apr-2008 16:22:38 User:John Charlton
[Start of Response]
Called PM who confirms the TP roll has gone through OK. Closing call.
[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
Date:11-Apr-2008 16:22:38 User:John Charlton
(CALL PCO156078 closed: Category 95 Type L
Date:11-Apr-2008 16:22:38 User:John Charlton
Defect cause updated to 42 -- Gen - Outside Pathway Control
Date:11-Apr-2008 18:33:21 User: Customer Call_
(Consumer XXXXXX@TFSO1 has acknowledged the call closure
Date:13-Oct-2008 14:25:03 User:John Charlton
Evidence Added - Original MessageStore extract for FAD 97005
[Root Cause IGen - Outside Program Control
[Logger I Customer Call_ -- EDSC
Subject Product IEPOSS & DeskTop -- EPOSS (version unspecified)
Assignee I Customer Call_ -- EDSC
ILast Progress 13-Oct-2008 14:25 -- John Charlton.