POL00001253
POL00001253
Peak Incident Management System
: _ Customer Call_
E-0512060441
B -- Business restricted
Closed -- S/W Fix Available to Call Logger
0
PC0129791
Reported In -- BI_3S82R
Live Incidents/Defects
EDSC
07-Dec-2005 14:35:23
[ate:06-Dec-2005 1
‘ALL PCO129792 opened
Details entered are:-
summary: system is adding money on to transaction totals an
all Type:L
call Priority:B
[Target Release:BI_3S82R
Routed to:EDSC - _Unassigned_
pate/Time Raised: Dec 6 2005 11:55AM
priority: B
Name: Mark
originator
riginator B-0512060441
Product Type: Riposte
Product Serial No:
product Site: 283555
[6/12/05 11:55 system is adding money on to transaction totals and would like this to be investigated as requested by NBSC.
06/12/05 11:57 vk952683
information: checked call history this shows that a number of calls have
been raised with cash discrepencies on the system
fo6/12/05 11:59 uk952683
information: checked events, events show “Duplicate impulse detected"
shown on the 24/11/05 at 11.46 am.
fo6/12/05 13:17 uk952683
contacted: contacting pm.
fo6/12/05 13:18 uk952683
Information: no answer.
06/12/05 13:18 uk952683
information: will try again at 13.35
6/12/05 13:52 uk952683
ontacted: contacting pm.
6/12/05 13:53 uk952683
information: spoke to clerk who states that the pm is currently
unavailable until 15.00.
[06/12/05 13:53 uk952683
information: will call pm back at 15.00
06/12/05 14:35 uk952683
Information: spoke to pm, pm states that this issue is not effe
transactions. seems to be intermittant problem
6/12/05 15:14 uk952683
information: spoke to pm,
6/12/05 15:41 uk9549a9
Repeat Call: Annette from NBSC is going to contact PM to m make him
jaware we are investigating
ing all
[6/12/05 16:38 uk952683
information: pm states that he has recorded the details for 3
Irransactions.
[6/12/05 16:40 uk95z683
information: Session ID 1-1744833-2
pate: 29/11/05
Time: 15.52
f. mail label at 79p
2 mail labels at 64p
2 mail labels at 3p
cotal = £2.67
cashed a postal order of £10
change 17.33 correct change should have been £7.33
F/31 7
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En extra £10 for the postal order had been added on
[6/12/05 16:48 uk952683
information: Sesssion ID 1-1745865-1
pate: 30/11/05
frame: 12.30
2 x labels at 94p
i x book of selfadhesive ist class stamps at 3.60
total £9.08
correct total £5.48
futomatically added another book of selfadhesive Ist class
Istampd=s
pe/12/05 16:52 uk9s2683
Information: Session ID:
pate: 6/12/05
rime: 12.
h label at 18p
ld labels at 46p each
i pack of 100 selfadhesive 1st class
mps £30
jrotal £92.02
correct total £32.
ln extra 2 books of selfadhesive ist class stamps has been
added to the transaction.
6/12/05 16:55 uk952683
information: pm uses the touch screen to navigate the system and the
keyboard to enter the quantity.
6/12/05 16:56 uk952683
Node 1 (single counter site:
Informatio:
Jser: MBE0O1
stock unit: AA
[6/12/05 16:57 uk952683
lAccess Times: mon - fri 09.00 - 17.30
ed 09.00 - 13.00
[6/12/05 16:59 uko@i219
EL Ref No.: no specific kel found
6/12/05 17:02 uko@i219
information: ken - PSE downloading psstandard log
6/12/05 17:24 GB082200
information: file id 695426
fo6/12/05 17:24 GBo82200
Recommend: please check why system is adding money on to the
transactions please see log for details
[6/12/05 17:25 SYSADM
pen OTI: Automatic Open OTI
Ie+*Updated by Kenneth Hudson at 06/12/2005 17:2)
6/12/05 17:25 GBoB2200
ASSIGN: Call # E-0512060441 was Reassigned from Simon Hopperton
Sroup BSH7 to Group EDSC1
5:07-Dec-2005 08:21:53 User:Lorraine Elliott
all summary has been changed from
bystem is adding money on to transaction totals an
the call summary is now:
PAD283555 system adding money on trans total
[Date:07-Dec-2005 08:24:05 Uscr:Lorraine Elliott
Product EPOSS & DeskTop -- Counter Common adde!
[pate:07-Dec-2005 08:25:41
[The Call record has been assigned to the Team Member:
Progress was delivered to Powerhelp
Chambers
[Date:07-Dec-2005 12:17:10 User:Anne Chambers
[Start of Response]
[i think that the problem here is that the Quantity is not re
t to 1 when exiting from SmartPost.
1113 subscription group
[This has already been investigated and fixed under PC0128264. The amended script was dropped into the 1
(the active group) on 17th Nov.
In 28th Nov the groups toggled and 111111112 be
came active. This group does not seem to have the fix in. I have replicated (F/3417/2
i
POL00001253
POL00001253
Sroblem on our ref data counte
and t!
Ir unde: after 10 labels fix).
e will soon be another toggle (for the back to
nd CSRefData) please investigate
ls) whether the problem will be fixed when we toggle back to 1111
an development (
1113
111112 group in future
lb) wether further action is needed to include the fix in the 1
:) wnether there is a danger in future that a fix dropped into the active group could be regressed on the next toggle, and how thisI
should be avoided.
Have spoken to the PM and explained what is going on.
ttached file includes both subscription groups, as at 14th Nov before the original fix was delivered, and now. Routing to Mails
kiev (Richard O'Neill) via OF
[End of Respons
Response code to call type L as Category 40 -- Pending -- I
jonse was delivered to Powerhelp
: 0 hours
dent Under Investigation
Hours ince call receivec
[Date:07-Dec-2005 12:18:29 User:Anne Chambers
lsvidence Added - Subscription group data
[Date:07-Dec-2005 12:27:19 User:Anne Chambers
[The Call record has been transferred to the team:
Progress was delivered to Powerhelp
[bate:07-Dec-2005 12:55:44 Uscr:Lionel Higman
ithe Call record has been assigned to the Team Member: Mark Scardifield
lprog: was delivered to Powerhelp
[Date:07-Dee-2005 13:02:09 User:David Wilcox
i've just been checking through the data that was released by Rl
Wersion 7.0.26 when we did the last change when the previous one had put 7.0.
problem identified in the Peak). We now have 7.0.28 in the pipeline which will almost certainly have the 7.0.27
out we will fix the problem.
and I can see that we somehow managed to go back to script
7 out (and I think this is the one which cured the
so when thisI
ess hole which allowed this to happen.
Ir*11 review where we have a pre
[Date:07-Dec-2005 14:26:06 Uscr:Mark Scardifield
Routing back to David as requested
[Date:07-Dec-2005 14:26:23 Uscr:Mark Scardifield
[fhe Call record has been transferred to the team: Ref-DataCS-
[The Call record has been assigned to the Team Member: David Wi
progress was delivered to Powerhelp
iv
[Date:08-Dec-2005 11:01:05 User :David Wilcox
[Start of Response]
[The correct version of the scripts (with the later update for continued
light
[End of Respons
Response code to call type L as Category
Routing to Call Logger following Fin
Hours spent since call received: 0 hours
released to the Live estate la
of Smart Post) wa
ix Released to Call Logger
[Date:08-Dec-2005 11:13:58 Uscr:Lorzaine Elliott
ithe Call record has been assigned to the Team Member: Anne Chambers
progress was delivered to Powerhelp
[later08-Dec-2005 14:30:09 User:Anne Chambers
[Start of Response]
the correct version of the scripts (wi
fight.
eleased to the Live estate 1
the later update for continued use of Smart Post) wa
all can be closed.
[End of Response
Response code to call type L as Category 60 -- Final -- S/W F.
Routing to Call Logger following Final Progress update.
bervice Response was delivered to Powerhelp
x Released to Call Logger
[Date:08-Dec-2005 14:30:09 User:Anne Chambers
ALL PCO129791 closed: eL
F/31 713
7
POL00001253
POL00001253
08-Dec-2005 14:32:18 User:
mer Phelp has received the call closure
evelopment - Reference Data
Customer Call_ -- EDSC
POSS & DeskTop -- Counter Common (version unspecified)
Customer Call_ -- EDSC
8-Dec-2005 14:32 -- Customer Call_
F/317/4