POL00000760
POL00000760
Peak Incident Management System
I Customer Call_ -- EDSC
E-0007032190
B -- Business restricted
Closed -- Reconciliation - resolved
: 1:00 User: Customer Call_
‘ALL PCO049629:Priority B:CallType L - Target 12/07/00 09:31:45
[03/07/00 17:26 PM reports that last thursday an engineer swapped the base
anit, she has now done an office snapshot and has noticed that some work has
been duplicated and some has been missed off completely
03/07/00 17:31 uk081096
IKdvice: Refer to call e-0006290568, this was the original engineer
cali ref.
sername: JLOOG1, shred SU AA.
34 pensions have been duplicated on the office snapshot.
[The rems out to data central are £300 short. The AP total is
ut.
PM advises that this
the engineer was
thurs 29th, he arrived at 2pm, then another enginner came at
lpm to do more work
[4/07/00 15:01 UK061916
information: Insufficient info:
pLease provide definite figures for how much the AP's are
Hout’ by, as well as the figures which show the discrepancy
ror the rem, and if possible the username of the person who
as involved in doing these transactions and the SU they
Jere done in, please see if you can get rough times on
oth/30th that transactions may have been done at.
Will pass to HSH for more info
04/07/00 15:03 UK061916
der: Passing back to HSH for more info
04/07/00 17:14 ukogi284
Information: the automated payments showed a discrepancy last thursday
jafter the box was replaced . the ap[ discrepancy was £66.07
the rem on cheque listing was £311.75 which was not in the
system. there are 34 pension dockets that were duplicated.
lisername is j10001
[5/07/00 13:56 uk080111
Repeat Call: the RNM rang and wants to know whether the po should
continue with balancing due to the large discrepancies
joiced through to SMC on 5089 and asked for advise on this
land was told to advise RNM to continue to balance.
05/07/00 14:06 ukog0111
information: told pm to contact the NBSC and let them know we are
investigating the software issue
6/07/00 10:14 uko66a62
contacted: contacted PO...assistant will ask PM to call us within the
ext 10 mins.
jore info needed on P&A & APS trans's, we need customer
kietails ie aps no., type of aps e.g BT, customers name /
ddress, amount, sess id, user, time & date entered. Also need
lan example of P&éA details i.e. name & NI no., amount, grp
e entered, sess id et
s all of the work that was done when
nging the base unit. This was done on
ho., user, time &
Also times & dates of when rpt's printed, Thanks.
6/07/00 10:39 ukoeese2
Repeat Call: Pm will call back with an example of details from 1 of
Ihe trans’s from the report, info required,
Pca details i.e. name & NI no., amount, grp
ho., user, time & date entered, sess id el
lo6/07/00 12:41 GBog2201
information: pm is available to be called back before lpm today or else
tomorrow morning from 9am onwards as today is her day off
(no one else in the office deals with this information).
lexample of one of the duplicated transactions made on
[thursday and showing on friday's after the system base unit had
een replaced.
Pca transaction
RA22519C
serial no: 28
40.75
Group 13
ut int system at 16.14 on thursday 29th june by user
5x00.
6/07/00 15:43 ukoeeae2
information: Session id & counter affected still needed, will call pm F/34/1
i
name
POL00000760
POL00000760
fFrin am for this
[07/07/00 09:09 ukoe6s62
contacted: talked pm through trans log...sess id is 1-44297
[07/07/00 09:17 ukoe6s62
information: PM also states that the rems out to data cntl did not tye
Isp on the bal s.shot, rcpt shows a rem out on 29/06 16.04
JL0001, su:aa. Bal s/s shows£2812.40, should be £3124.15
lo7/07/00 09:22 ukoses6z
Recommend: EDSC pls investigate.
Jr} Call details
piagnostician name:
customer opened date 03/07/2000 17:26:27
CALL PC0049629 opened
[Date:07-Jul-2000 08:33:00 Uscr:Barbara Longley
target Release updated to CSR-CI3_2R
Product EPOSS & DeskTop added
[Date:07-sul-2000 14:08:00
IF} Response :
IPRESCAN: Looks an interesting one.
(END OF REFERENCE 19902889
Responded to call type L as Category 40 -Incident Under Investigation
[The respons delivered to: Powertielp
er idim Anscomb
[The Call record has been assigned to the Team Member: Lina Kiang
befect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
[pate:07-dul-2000 15:29:00 User:Lina Kiang
IF} Response
PM says that when the engineer came round on Thu 29/06/00, he swapped the
ase unit and had to call in the engineer who came round on the Tue so
stopped w: time she got back onto the counter and did 48 PéA
kiockets (34 ted - she was definite that she did not enter
them twice) and Cheques to Data Central (which is missing). Then the engineer
jot back onto the counter and finished his work. Have asked the PM to give me
some more info e.g. office snapshot, P4A cutoffs, etc
(END OF REFERENCE 19910383
Responded to call type L as Category 40 -Incident Under Investigation
[The response was delivered to: Powerlelp
[Date:10-Jul-2000 14:03:00 Uscr:Lina Kiang
IF} Response :
fhe RODC of £311.75 cheques (1-44474) is missing from message store. The PéA
cutoff (which the PM says she did) on 29/06/00 did not work which is why 34
f£ the 48 P&A transactions appear again in the P&éA report on 05/07/00. The
other 14 P&A transactions are missing from message store. The missing
transactions seems to have originated because the engineer swapped the base
linit and reused the corrupt mirror disk (see E-0006270199 and E-0006290568) .
Ittached is a spreadsheet showing all the APS and EPOSS transactions that
lexist message store. This will need to be reconciled with the PM to
reconstruct ALL missing transactions - routing call to MSU to
IBSC/PM.
(END OF REFERENCE 19953771
esponded to call type L as Category 40 -Incident Under Investig
[fhe response was delivered to: PowerHelp
[The Call record has been transferred to the Team: MSU-Indt Mg
befect cause updated to 41:General - in Procedure
tours spent since call received: 3.0 hours
[Date:i-dul-2000 08:39:00 Uscr:_customer Call_
EMPTY 11/07/00 09:34 uk081625 HSH1 Repeat Call: PM phoning to check on
rogress of call. Sent info to Lina
Kiang via fax, would like to sort problem asap as did no’
roll over last wednesday. Would like to roll over tomorrow.
[Daterdi-sul-2000 08:46:00 Uscr: Customer Call_
EMPTY 11/07/00 09:42 uk081625 HSHi Repeat Call: Spoke to Lina Kiang of EDSC,
11 chase call to John Moran
kt MSU. Call was reassigned to MSU
[Daterdi-gul-2000 08:49:00 Uscr
lew evidel
Lina Kiang
added - Transactions in message store for FAD 311432
Dateri1-Jul-2000 08:53:00 User:Lina Kiang
IF} Response :
boohn Moran not in the office today, talked to Asim (MSU) instead who will be
following this up.
F/34/2
POL00000760
POL00000760
TEND OF REFERENCE 19976345)
Responded to call type L as Category 40 -Incident Under Inve
the response delivered to: Poweriielp
tigation
[Date:i1-Sul-2000 12:55:00 Uscr:Angela Shaw
[The Call record has been assigned to the Team Member: Angela Shaw
all received: 0 hours
Hours spent since
[Datorai-dul-2000 13:11:00 Uscr:Angela Shaw
?} Response :
his is the system incident for this call.
[The associated business incident is 0007111199.
you proivide me with as much additional info on this
we have txn & cash a
appears to be missing?
is the current state of this office?
account wise?
punt wise?
has it rolled over e
Ir need as much info & detail on this a possible in order to progress.
you please return to MSU afterwa:
Many thanks
(END OF REFERENCE 19988231
Responded to call type L as Category 40 ~Incident Under Investigation
[he response has been flagged to the gateway team for validatio:
the Call record has been transferred to the Team: EDSC
tours spent since call received: 0 hours
[Date:4i-dul-2000 13:26:00 Uscr:Garrett Simpson
d has be! d to the Team Member: Lina Kiang
Hours spent sin
[The Call rec
n assig)
se call received: 0 hours
[Date:i-dul-2000 13:27:00 Uscr:Barbara Longley
Ir} Response :
The Call record has been assigned to
(END OF REFERENCE 19989135]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
DSC Team Member: Lina Kiang
[Date:41-Sul-2000 13:57:00 User: Customer Call_
[EMPTY 11/07/00 14:54 uk079680 HSHi Information: chased call with B Longley
pate:11-Jul-2000 15:14:00 User:Lina Kiang
IF} Respo:
[paterdi-dul-2000 15:15:00 Uscr:Lina Kiang
ro rolled into CAP 15 on 28/06/00 and did not roll over last wed, PM is
anxious to roll tomorrow (as update to this call states).
[The PM reported that an RODC of £311.75 cheques was missing, 34 PéA
transactions are duplicated and AP totals did not add up. According to
message store the RODC is missing and the P&A cutoff didn't happen so 37 of
the 48 P&A transactions appear again in the next report (2 were RV'ed
inbetween reports). The remaining 11 P&A transactions are missing from the
lessage store (Grp 5, 3 trans, Total £200) (Grp 13, 8 trans, Total £650.37).
(No.s quoted in my previous update are wrong.}] I am unsure exactly how many
transactions are missing, the PM did not provi ng AP
transactions, however the attached spreadsheet shows all APS and EPOSS
transactions that are in the message store so it can be reconciled against
the PM's records. Possible times of the missing transactions, it would be
etween 12:40-15:50 or 16:00-18:10 on 29/07/00. Routing call back to MSU for
further progress.
e any info on mis
(END OF REFERENCE 19997951]
Responded to call type L as Category 40 ~Incident Under Investigation
[The respon delivered to: PowerHelp
[The Call record has be ed to the Team: MSU-Indt Mgt
Hours spent s 1.0 hours
Daterii-sul-2000 15:19:00 User:_Customer Call_
IsMPTY 11/07/00 16:21 uk080908 HSHI Repeat Call: PM chasing resolution.
[Daterdi-sul-2000 15:23:00 Uscr:Barbara Longley
IF} Response :
h1/07/2000 16:15:00 ~ By Lina Kiang - EDSC
PO rolled into CAP 15 on 28/06/00 and did not roll over last Wed, PM i
janxious to roll tomorrow (as update to this call states).
[fhe PM reported that an RODC of £311.75 cheques was missing, 34 Pea
F/34/3
POL00000760
POL00000760
fFransactions are duplicated and AP totals did not add up. According to
nessage store the RODC is missing and the P&A cutoff didn’t happen so 37 of
the 48 P&A transactions appear again in the next report (2 were RV'ed
inbetween reports). The remaining 11 P&A transactions are missing from th
essage store (Grp 5, 3 trans, Total £200) (Grp 13, 8 trans, Total £650.37).
[No.s quoted in my previous update are wrong.) I am unsure exactly how many
transactions are missing, the PM did not provide any info on missing AP
transactions, however the attached spreadsheet shows all APS and EPOSS
transactions that are in the message store so it can be reconciled against
the PM's records. Possible times of the missing transactions, it would be
petween 12:40-15:50 or 16:00-18:10 on 29/07/00. Routing call back to MSU for
further progress.
[The Call record has been transferred to the Team: MSU-Indt Mgt
(END OF REFERENCE 19998865]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: Powertielp
[Daterdi-sul-2000 15:24:00 Uscr:_Customer Call_
IEMPTY 11/07/00 16:29 GBO82222 SMCi Information: voiced barbara @ SSc with
repeat call
[Date:12-dul-2000 10:08:00 Uscr:Zika Koehler-Wain
[The Call record has been assigned to the Team Member: Angela Sh
0 how
Hours spent since call receive
Date:12-sul-2000 13:27:00 Uscr:Angela Shaw
P} Response :
this is currenly being progressed.
(END OF REFERENCE 20028786]
Responded to call type L as Category 40 -Incident Under Investigation
[rhe response has been flagged to the gateway team for validation
[Date:13-dul-2000 09:32:00 Uscr:hina Kiang
lew evidence added - APS transactions from message store
lew evidence added - EPOSS transactions from message store
IF} Response
\dded evidence as requested by Angela - APS and EPOSS transactions from the
nessage store.
(END OF REFERENCE 20055138]
Responded to call type L as Category 40 -Incident Under Investigation
[The response was delivered to: Powerlielp
[pater26-dul-2000 14:15:00 Uscr:Barbara Longley
IF} Response :
Call currently being investigated by MSU.
bina Kiang in EDSC has added the following new evidence on the instruction of
langela Shaw in MSU - APS transactions from message store and EPOSS
transactions from message store
(END OF REFERENCE 20517116]
esponded to call type L as Category 40 -Incident Under Investigation
Ihe response was delivered to: PowerHelp
Jpate:17-Aug-2000 12:52:00 User:John Moran
IF} Response :
[This incident has been explained to POCL TP via BIM report 0007111299.
18/7/00 After discussing this with Jacqui Cave (Live Trial Team), TP have
been able to confirm with the PM that there are no further missing APS txns.
ail txn data has been provided in the earlier spreadsheet.
s such please close this ctions have been
(END OF REFERENCE 21150965]
Responded to call type L as Category 68 ~Administrative Response
tours spent since call received: .3 hours
[The Call record has been transferred to the Team: EDSC
IThe response has been routed to the gateway team for validation
Ll as all tran
eported to POCL.
Jato? 7-Aug-2000 13:16:00 User:Barbara Longley
[fhe Call record has been assigned to the Team Member: Lina Kiang
Hours spent since call received: 0 hours
baterT7-Aug-2000 14:48:00 User:bina Kiang
Ir} Response :
Response by JMoran (MSU) on 17/08/2000 13:52:17 - Administrative Response.
[This incident has been explained to POCL TP via BIM report 0007111299.
8/7/00 After discussing this with Jacqui Cave (Live Trial Team), TP have
been able to confirm with the PM that there are no further missing APS txns.
fail txn data has been provided in the earlier spreadsheet.
3 such please call as all transac
(END OF REFERENCE 21161020]
ions have been reported to POCL.
Fi34l4
POL00000760
POL00000760
Ty 90 -Reconciliation — resolved
: 0.5 hours
90, Type L
: PowerHelp
7_Customer Call_
17/08/2000 15:57:40
service Complete (Confirmation) Received
General - in Procedure
Customer Call_ -- EDSC
Deleted User -- EDSC
EPOSS & DeskTop -- (version unspecified)
17-Aug-2000 14:51 -- Customer Call_
FI34/5