POL00000996
POLo0000996
Peak Incident Management System
ull Customer Call_ -
-0406030482
Business restricted
losed -- Unpublished known error
PC0103864 EDSC
Reported In -- BI_3S52R-Provisional
KEL CObeng2025L
E-0406030482
t
‘ALL PCO103864 open/upd
[Details entered are:-
summary:pm reports that he had a problem with some transfe
call Type:L
all Priority:B
ffarget Relea:
r:_Customer Call_
lbate/Time Raised
priority: B
ontact Name:
lontact Phone
riginator: Phe.
Originator’s reference: E-0406030482
Product Type: Riposte
product Serial No:
Product Site: 28
[03/06/04 11:07 pm reports that he had a problem with some transfers
esterday, he was transferring stock and cash between the aa main stock unit
land the bb shared stoc!
transfer out the tr:
jjiving the pm a discrepancy
unit and although only one transaction shows for the
actions were transferred into the bb stock unit twice
[3/06/04 11:12 GBoe2294
information: pm reports that on 02/06/03 @ 11:32 he transferred
10,040.00 in cash from the aa stock unit into bb the session number
for the transfer out is 1-492801-1 and
smuooi, at 15:55 the transfer was accepted into the bb stock
init on session number 3-2298832-1 under the user name ASUOO1
they then tried to roll the aa unit over but were unable to
kio so as the system reported transfer pending from aa into
bb, the transfer in to bb was accepted again at 16:44 on
session number 4-1476738-1 under user name SMUOO1 and they were
then able to roll the aa stock unit over with no discrepancy
[03/06/04 11:17 GBo82294
information: again on 02/06/04 the pm transferred out of aa into bb
k11,500 in cash, the cash was transferred o1 sion number
1-14765a7-1 @ 16:00 under the user name SMUOO1, and was
ccepted into bb stock unit at 16:01 on session number
b-2298845-1 but again aa reported transfer pending and the cash was
cepted into bb stock unit again on session number
)-1476729-1 under user name SMUOO1
[3/06/04 11:20 GBoaz294
Information: the last transfer was £750.00 in cash this was done in two
transaction, one of £250 and one of £500, pm reports that
cash was transferred out on 4-1476596-1 @ 16:09 under user
jpame SMUOO1 and was accepted into bb stock unit @ 16:09 on
session numbers 3-2298854-2 and 3-2298856~3 again the aa
leoported transfer pending when they tried to roll it and the
transfer were accepted in on bb again at 16:44 on session numbers
4-1476719-2 and 4-1476719-3
[03/06/04 11:25 GBoe2294
information: pm reports that the transaction log shows only one transfer
ut for each item but the transfers in show that each
transaction has been accepted into the bb twice and this has
caused him a discrepancy and he would like this investigated
this call was passed to hsb from Tier two at the nbsc and
they have also requested that the problem be investigated
[03/06/04 11:39 GBos2294
IKdvice: we have retreived the standard log from the counter 4 were
pm performed the transaction logs to provide times session
lumber and user names and this shows details as outlined by
pm, the value of £10,040 shows three times once as a transfer
ut of aa and twice as a transfer in the bb, the file id F/210/1
i
POL00000996
POLo0000996
[for standard log is a7i026
this was done at 11:40 on 03/06/04
[03/06/04 11:44 GBoa2294
d: please attempt to determine why the pm has had to resolve a
Recommen
transfer issue by transferring in to a stock unit twice
[3/06/04 11:45 GBoB2294
EL Ref No.: no applicable kels found
03/06/04 11:46 SYSADM
open OTI: Automatic Open OTT
IK *Updated by Mary Rainbow at 03/06/04 11:46:27
03/06/04 11:45 GEo82294
IREASSIGN: Call # E-0406030482 was Reassigned from Mary Rainbow,
#8 to Group EDSC1
oup
pate:03-Jun-2004 11:51:19 User:bina Kiang
Ihe call Target Release has been move to:
Reported In -- BI_3S52R-Provisional,
Jpate:03-dun-2004 11:51:54 0 ina Kiang
Product EPOSS & DeskTop Counter Common added.
[Date:03-Sun-2004 11:52:16 User:Lina Kiang
[Start of Response]
IPRESCAN: Done
38134099]
Respo: ode to call type L as Ca
Response was delivered to Powerhelp
lHours spent since call received: 0 hours
ory 40
[pate:03-dun-2004 11:54:13 User:Lina Kiang
Ihe call summary has been changed from
pm reports that he had a problem with some transfe
he call summary is no}
FAD281306 - able to do 2 TIs for the same TO
[Date:03-dun-2004 11:54:38 Uscr:Lina Kiang
ihe Call record has been assigned to the Team Member: Catherine Obeng
Progress was delivered to Powerhelp
[Date:03-dun-2004 12:01:15 Usor:Lina Kiang
befect cause updated to 99: General ~ Unknown
[Date:03-Sun-2004 16:38:01 User:
EMPTY 03/06/04 16:35 uk952760 HS!
an update - advised pm that the
matter is still under investigati
jould like someone to contact him with updates regulary
Customer Cali_
1 Repeat Call
pm states that he wants
n> pm stated that it h
Dater03-dun-2004 16:51:23 User:Catherine Obeng
[Start of Response]
on 02-Jun-04, r SMU001 carried out a Transfer Out [70] txns on counter one
land left the session running, therefore Automatic system logout occurred. It
jsppears that the system did not complete the txn tidily after the forced
flogout which occurs after 55 minutes of activity.
Its a result, the selected transfer could not be completed, as it was
rrently being processed by another user, i.e.
perceived by the system as c
smuooi.
[sven though user ASU001 appears to have
riginal TO txns were still outstanding until th
transferred them, TI. Investigation continues.
I the txn, in actual fact the
original user, sMU001
Ir attempted to call the PM at 18:05 but there was no reply. SMC please
Jupdate the PM when s/he next call in.
(END OF REFERENCE 38137490]
Response code to call type L as Category 40
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
[Date:08-Sun-2004 10:19:14 Use
[Start of Response]
All nodes were connected at the time that the TransferIn txns we.
No session transfers took place during that day.
Catherine Obeng
@ replication had not been
sfully TI the txns, this information
atlog from node 4 suggests that Ripc
Iuccessful and so while node 3 had s
F/21 0/2
POL00000996
POLo0000996
jas not apparent to node 4 thus it was perceived by node 4 that those txns
were outstanding waiting to be TI. Therefore when the user SMUQO1 logged
nto node 4, he was presented with Outstanding Transfer message which had to
Ibe accepted or declined. The user chose to accept them even though he tells
me that at this stage he was a little concerned because he was certain that
Liser ASU010 had already TI on node 3. This has created a discrepancy on
their Cash Account £22,290.00. Also the Host has reported a reconciliation
PSC256 for £44,580.00.
[END OF Rl ENCE 38150527)
Response code to call type L as Category 40
Response was delivered to Powerhelp
flours spent received: 0 hours
Date;08-Jun-2004 14:45:49 Uscr:Catherine Obeng
[Start of Response]
lbs a temporary solution, NBSC advised the PM to place th
the Suspense Account. Routing call to Dev to advice whet
the Messagestore in order to put the CA right.
discrepancy into
SSC can amend
(END OF REFERENCE 38152528]
esponse code to call type L as Category 40
esponse was delivered to Powerhelp
Hours spent since call received: 0 hours
[Date:08-dun-2004 14:47:02 Uscr:Catherine Obeng
Invidence Added - Complete Messagestore
[Date:08-dun-2004 14:48:43 Uscr:Catherine Obeng
Evidence Added - Errors in TPSC Reports 252, 256, 268A
ate:08-Jun-2004 14:49:23 Usor:Catherine Obeng
'vidence Added - App Eventlogs
[Dato:08-dun-2004 14:51:43 llscr:Catherine Obeng
MSU are waiting for Development's response before they contact POL to advise
£ the error and to seek their approval for amending the Messagestore. See
pco1o3925.
[Date:08-dun-2004 14:
[The Call record has
atherine Obeng
en transferred to the team: EPOSS-Dev
Progress was delivered to Powerheip
[Date:08-Jun-2004 17:20:13 Usor:Matt Arri
[The Call record has been assigned to the Team Member: Martin McConnell
progress was delivered to Powerhelp
[pate:09-dun-2004 09:14:42 Uscr:Martin McConnell
g this to Matt Arris for appropriate routing, transfers
ality of mine.
Passi
spe
Te:09-dun-2004 09:14:59 UscriMartin McConnell
ihe Call record has been assigned to the Team Member: Matt Arris
progress was delivered to Powerhelp
[Date;09-Sun-2004 12:45:26 User: Customer Call,
EMPTY 09/06/04 12:42 UK951613 HSH@ Repeat Call: Pm ha.
dvising that Cathrin iwaiting for a
call back 09/06/04 12:42 UK951613 HSH8 Information: Steve cooper
contacted cathrin who has advised that she
11 call the pm back
called back in
[Dater09-Jun-2004 15:55:37 User:_Customer Call_
IMPTY EMPTY EMPTY OTI Astea OTT Suc An add has been sent to PINICL
[09/06/04 15:29 uk952601 HSH1 ReOpen OTI: pm called in again st
aiting to here from cathereine
s they cant rollover without them 09/06/04 15:29 uk952601 HSH1 Advice
advised i will escalate to catherine and call her. EMPTY EMPTY OTI Astea OT
success: Tried to send call again 09/06/04 15:31 uk952601 HSH
information: spoke with catherine. she will call pm back as soon as
F/210/3
POL00000996
POLo0000996
[Dater09-Jun-2004 15:53:52 Usor
[Start of Response]
Ir have phoned the PM back and advised that he speaks to the NBSC about the
screpancy when he comes to roll over.
i@atherine Obeng
(END OF REFERENCE 38157260]
Response code to call type L as Category 40
Response was delivered to Powerhelp
Hours spent si 0 hours
e call receive:
[Date:09-Sun-2004 1
ffarget Date/Time u
(Start of Response]
lpparently the discrepancy will keep appearing each week until the amount
committed to the Suspense Account. There is little point in Development
Irying to manually tweak the messagestore to remove this problem as the
damage was done when the first discrepan epted. Now the problem is
visible it should be dealt with in the Suspense Account.
11 transfer the call to Martin for him to clarify where necessary. Martin
can you return Advice and Guidance pleas:
08:57 User:Matt Arris
dated: new value is 31/12/9999 00:00
(END OF 2I
Response
rs spent since call receive:
RENCE 38158792]
ode to call type L as Category 42
2 hours
[Date:09-Sun-2004 19:10:50 User:Matt Arris
[The Call record has been assigned to the Team Member: Martin McConnell
progress was delivered to Powerhelp
ate:10-Jun-2004 11:22:17 User:Catherine Obeng
he Call References have been updated. They are now
[TOP Powerhelp : E-0406030482
ISSCKEL : CObeng2025L
[Date:40-Sun-2004 11:22:57 User:Catherine Obeng
KEL, CObeng2025L created.
[Daterdi-dun-2004 15:11:29 User:Martin McConnell
IMttached will be a spreadsheet and the set of transactions that I think are
I-esponsible for the error. The spreadsheet is ALL transactions that account
to StockUnit BB and I have presented a data view for the discrepancies
committed. I do not even know if I am expected to be doing a summary
linpsection nevertheless the attached give a 'view' tated.
ls far as the system is concerned, there seems to be a flaw in riposte
informing Counter 4 that the transfer object BB-1-492803 has been erased.
[This is an Escher Riposte problem as far as I concerned, the transfer
h n't trust the
to all other
anism already a belt and braces approach, if we
jinderiying software to replicate this information through
counters, what are we supposed to be able to do? If someone wants to press
for a fix, I suggest this is pointed at the Escher team for them to sort out.
[Datordi-dun-2004 15:12 7
lnvidence Added - Spreadsheet of SU BB.
[Date:ai-dun-2004 15:13:00 Uscr:Martin McConnell
Evidence Added - 3 Pairs of Transfer transactions.
Date:1i-Jun-2004 15:16:35 Uscr:Martin McConnell
[Start of Response]
Piease see earlier evidence and comments on this bug. I think a third party
should verify the amounts etc. that may be sanctioned as the Stockunit being
actually out by, I'm not sure the PM will be happy with what I've presented ,
jsut I can only go on what I have found.
(END SERENCE 38167067)
esponse code to call type L as Category 94
Hours spent since call received: 0 hours
Ti-Jun-2004 15:27:44 User:Barbara Longley
Fi210/4
POL00000996
POLo0000996
fhe Call record has been assigned to the Team Member: Catherine Obeng
progress was delivered to Powerhelp
[Daterii-dun-2004 15:45:34 Use
[Start of Response]
[there were three rough transactions involved which
k22290.00. The £10040.00 that Martin McConnell pic!
ne of three txns that is in question. Please se
out in the first part of the call details above whi
hen the PM first called in with the problem on 03-Jun-2004.
i@atherine Obeng
jounts to total
s up on in SU BB is only
the txn details are given
was taken the lst Line
(END OF REFERENCE 38167325]
Response code to call type L as Category 40
spo! s delivered to Powerhelp
tours spent since call received: 0 hou
[Date:di-dun-2004 16:30:17 User:Catherine Obeng
[Start of Response]
Martin MacConnell's recommendation is to put the
into the Suspense Account.
s adrift
Ir am routing call to MSU to raise an Error Notice to inform POL of this
kincident. Also please notify NBSC to contact the PM and advise him of this
course of a
(END 38167473]
Response code to call type L as Category 40
jesponse was delivered to Powerhelp
Hours spent s 1 0 hours
[Date:4i-dun-2004 16:30:45 Uccr:Catherine Obeng
[The Call record has been transferred to the team: MSU-Indt Mgt
progress was delivered to Powerhelp
[Date:22-Jun-2004 15:36:46 User:Michael King
1 transferred to the team: MSU-Indt Mgt
Progress was delivered to Powerhelp
[The Call record has be:
Date:22-Jun-2004 15:38:18 1
[Start of Response]
reconciliation data provided to POL. Routing back to EDSC. does this need
to be routed to Escher for a fix?
‘Michael King
(END OF REFERENCE 38212257]
Response code to call type L as Category 40
Hours spent since call received: 0 hours
[Date:22-Jun-2004 15:38:27 User:Michael King
[The Call record has been transferred to the team: EDSC
Progress was delivered to Powerhelp
[Date:22-Sun-2004 15:41:09 User
[Start of Response]
Routing call to Catherine Obeng.
(END OF REFERENCE 38212275]
Respo all type L as Category 40
Respo! ivered to Powerhelp
Hours spent sinc: 0 hours
avid Seddon
code to
se was del
[Date:22-Sun-2004 15:41:16 User Seddon
[The Call record has been assigned to the Team Member: Catherine Obeng
Progress was delivered to Powerhelp
Date:23-Fun-2004 11:59:27 Uscr:Catherine Obeng
(Start of Response]
Problem could have been avoided if the PM had not accepted the second TI.
[The Riposte Error events were apparent on SMC's Tivoli Website, however, they
took no action until the PM raised a call about the dodgy Transfers. In
future, SMC would need to monitor these events and contact the office
requesting that they avoid using tt ting Node and reboot it.
KEL JSimpkins338Q now updated with info on what action SMC should take if
levent occurs during PO business hours.
(END OF REFERENCE 38214984]
Response code to call type L as Category 40
Response delivered to Powerhelp
F210/5
POL00000996
POLo0000996
flours spent since call received: 0 hours
oater06-sul-2004 11:17:09 User:
IEMPTY 06/07/04 11:13 uk952601 HSi
called in to se what is happening
ith call.
Customer Call_
Repeat Call: auditor for po site ahd
advised i will
to find out waht:
11 abck, ringing throug
pening, 06/07/04 11
spoke with barbera @ ssc advised catheri;
she will try and get someone to lol
jave extension. 06/07/04 11:14 uk952601
suditor back gave mobile o
SH1 Advice: trying to casll
[bater06-Sul-2004 11:20:40 User: Customer Call_
IMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
o6/07/04 11:17 uk952601 HSH1 Information: spoke with auditor john
advised third line are goinog to
look at call and call back. advised that i will call them bi
aS soon as i can.
Dater06-dul-2004 11:59:15 User:_Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
06/07/04 11:35 uk952601 HSH1 Information: recieved call back from ssc,
they states that they have
poassed it on and that which ever part of the po limited it is
that they should have sent an error notice to the site
[Date:06-dul-2004 11:44:27 Uscr:Anne Chambers
(Start of Response]
i've checked with Mike Kings the BIMS report for this problem was sent to POL,
on 22/6 and should have resulted in an error notice be
Mike says he will send a note to POL saying that the
issue; I've asked HSH to inform the PM that they should have received an
ferror notice and to check with the department that issues them.
[The corrected cash account that was sent still had an R&P mismatch. The
\iouble Transfer In causes a mismatch both because of the transfer and because
f£ the discrepancy which has been erroneously generated. The host-calculated
cA ignores the transfer but is still affected by the accepted discrepancy
hich should not have been generated. It is not really possible to provide a
fully balanced CA (email on this subject sent by Mik Peach to Richard
Brunskill then on to John Moran, I have not seen the out
ome of this).
(END OF REFERENCE 38257905]
Response code to call type L as Category 40
Response was delivered to Powerhelp
0 hours
}ours spent since call receive
[Date:06-dul-2004 11:56:42 User:_Customer Call_
MPTY 06/07/04 11:53 uk081610 HSH1 Information: Attempted to contact the
Auditor _b:
the mobile no.
but the line is curr
ntly engaged.
[ate:06-dul-2004 12:10:15 User: Customer Call_
[:MPTY EMPTY EMPTY OTI Astea OTT Success: An add has been sent to PINICL
o6/07/04 12:02 uk081610 HSH1 Contacted: Contacted Auditor John,
lexplained that SSC discovered how
the error occured and they passed details to POL so that an
an be issued, Auditor wanted a contact no. for
POL dept who issue error notices, advised that we do not
have a no. for them and that he should go through NBSC. Auditor
happy with information provide
error notic
Jpate:12-Jul-2004 11:58:56 Uscr:_Customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTT § An add has been sent to PINICL
2/07/04 11:54 uk952352 HSHS Repeat Call: Investigation manager Paul
shittaker wants to confirm that
lan error notice is being sent out for the discrepancy at the
ro. Transferred caller to NBSC.
[Dateri2-sul-2004 12:19:43 Uscr:_customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTT Succ An add has been sent to PINICL
2/07/04 12:15 uk952016 HSH8 Information: nbsc agent passed the manager
throught unvoiced. this is a
hbsc issue now and mary on sct is going to get the 2nd tier
of nbsc to call the pm bac!
F/210/6
3
POL00000996
POLo0000996
flateri2-sul-2004 12:45:53 User:_Customer Call_
IMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
2/07/04 12:44 uk95165. 2 from nbsc called for
kictails for this fad -
lyoing to contact c
frotice outstanding
Datc:42-Jul-2004 12:56:23
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
2/07/04 12:53 uk951655 HSH2 Information: tina nbsc confirmed there is
lan outstanding error notice
ut she could not get exact details - she will
Whittker the investigation off
11 Paul
[Date:05-Aug-2004 11:57:50 User:
[Start of Response]
IM (Mr Mogul] has confirmed that POL have issued him with
atherine Obeng
n Error Notice of
e22 which has enabled him to clear the error from his
account. He is happy for this call to be closed.
(END OF REFERENCE 38378314]
Response code to call type L as Category 40
Response was delivered to Powerhelp
flours spent since call received: 0 hours
[pate:05-Aug-2004 12:02:13 Uscr:Catherine Obeng
[Start of Response]
su. [Mark has also confirmed that they are happy for call to be closed
as well.
(END OF REFERENCE 38378360]
Response code to call type L as Category 65
Routing to Call Logger following Final Progress update.
service Response was delivered to Powerheip
Hours spent since call received: 0 hours
[Dater05-Aug-2004 12:02:13 Uscr:Catherine Obeng
CALL PCO103864 closed: Category 65 Type L
S-Aug-2004 12:05:20 User: Customer Call_
sumer Phelp has received the call clos
_Customer Call_ -- EDSC
EPOSS & DeskTop -- Counter Common (version unspecified)
_Customer Call_ -- EDSC
05-Aug-2004 12:05 -- Customer Call_
F/210/7