POL00002492
POL00002492
Peak Incident Management System
-- EDSC
Pco241242
Reported In -- HNG+ xX 10. 00
Live > Incidents/Defects _
Customer Call_
Closed ~ Advice after r Investigation
0
2693232 horizon - error: not connecting to data center
jate:23-Feb-2015 18:39:50 User:_Customer Call_
ALL PCO241242 opened
etails entered are:-
Summary: 2693232 horizon - error: not connecting to data center
call Typé
‘all Priority:
arget Release: HNG-X 10.00
outed to:EDSC - _Unassigned_
Jate:23-Feb-2015 18:39:50 User:_Customer Call
Feb 23 2015 6:15PM
ontact Name:
ontact Phone 3.
riginator: XXXXxx@TFS01
iginator's reference: GY:16809136
Product Serial Ni
FE mown
this office is unabl
ransfer Note:
Ir. Khatker
****Please can you investigate as in to why @ to compl
a recovery on node 4**#*##:
error: not connecting to data center
node 04
as per user he alread spoke with NBSC
ref #: 822531
steps:
did a hard reboot on the counter
still getting the same error
user id: GKHOOL
issue started today (02/24/15) at 4:30PM
keystrokes: loginagt; recovery screensgt;error
TP: 12; BP: O1; SU: El
dent History:
015-02-23 18:15:37 [ POA-HDI]
NIT : Create a new request/incident/problem/change/issue
015-02-23 18:15:38 [ POA-HDI]
zneut_en_poa : Transfer Notification
015-02-23 18:15:38 [
zneun_en_poa : Open Notification
(015-02-23 18:23:00 [ Millman, Emma ]
DIoutSTU : User ID : GRHOOL
‘ime: 18:27
ate: 23/02/2015
PM has advised the following happens when he logs in to node 4.
recovery message. appears advising a failure occured during a previous session.
F/1315/4
POL00002492
POL00002492
OM presses continue - Recovery details:
cash withdrawal 00-269323-4-4536297-1
PAN 633641******0508
EDate/Time: 23/02/2015 10:46:21
tock unit: El
Jser: DSLOOL
PM advised they gave the customer £140, so PM presses yes.
tart recovery process, ‘Horizon was processing a health lottery transaction when the system went down.'
This transaction will now be cancelled by the health lottery.
PM presses ok.
ransaction cannot be confirmed. No further action is required."
PM presses enter and it logs him out.
2015-02-23 18:36:00 [ Millman, Emma I
DIoutSTU : I think SSC KEL sursl034R may apply to this issue, but not entriely sure as the recovery details say it was
ithdrawal
rocessing a health lottery transaction when the system went down
E
2015-02-23 18:39:28 [ Millman, Emma I
zneut_en_poa : Transfer Notification
+s*Please can you investigate as in ©
why this office is unable to complete a recovery on node 4*¥****
late:24-Feb-2015 08:51:18 User:Sarah English
Product HNG-X Platforms -- Horixon Counter (CNH) (version unspecified) added.
Date:24-Feb-2015 08:51:42 User:Sarah English
Reference Added: SSCKEL sursi034R
44-Feb-2015 0
sursl034R may apply
Sudip Sur
signed Use!
ate: 24-Feb-2015 08:52:28 User:Sarah English
Whe Call record has been assigned to the Team Member: Sudip Sur
Progress was delivered to Consumer
Date: 24-Feb-2015 09:52:51 User: _Customer Call_
From ATOSSDM12: 2015/02/24 09:51:04 GMT Log Comment Summary of Issu
ecommendation:
- User called in asked for the status update
- Callled Mac Team, spoke Calvin. He informed its still under investigation
User acknowledge and will call with an hour
Status Update - 16809136
Date:24-Feb-2015 1
[Start of Response]
His call is identical to another incident which is currently being investigated by development.
10:46 Use
udip Sur
0 transactions in the session 4-520273.
ccording to counter log, there were t
A. Health Lottery txn 00-269323-4-4536296 ~1
2. Banking txn 00-269323-4-4536297 -1
athe settlement
shen the user logged back in, the recovery kicked-in. But the recovery of the Health Lottery txn 00-269323-4-4536296 -1
© the recovery failed, user was/in unable to logon to Node:4.
I have asked POL (via ATOS) to authorise us to remove the Health Lottery txn 00-269323-4-4536296 -1 which is preventing
uccessful recovery. It is not clear when (if) authorisation will arrive. Until then Node:4 will NOT be usable.
{End of Response]
esponse code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
Date:24-Feb-2015 12:32:05 User: Customer Call_
From ATOSSDM12: 2015/02/24 12:28:47 GMT Log Comment User callback chased for update.
Informed user still waiting authorization to remove the health lottery transaction.
PM then receives the following message: ‘Void not confirmed, recovery process was unsucessful the cancel of the health lottery
The following message the PM gets when doing the recovery says it is a health lottery transaction - ‘Horizon was
led due to poor communication with the data centre (Network issue) and user was logged out by the system.
a cash
failed.
F/1315/2
POL00002492
POL00002492
@ser informed she will callbac
one hour later chase for update
‘Date:24-Feb-2015 14:45:03 User:_Customer Call
[Prom ATOSSDM12: 2015/02/24 14:43:49 GMT Log Comment Contact name: Kam
ielephone Numbe
FAD Code: 269323
Meanwood
: Status Update ~ 16809136
- User callback chased for update.
- Informed user still waiting authorization to remove the health lottery transaction.
- User informed she will callback one hour later chase for update
Customer Call_
2015/02/24 17:18:00 GMT Log Comment Received a call from Kam, wants to know update regarding the incident
Informed User that there is no further update and advised to call back later
Jser hang up.
Date:24-Feb-2015 1!
1:55 Use
Prom ATOSSDM12: --~-Attachement A7711259 - 16809136 .msg ~
pdate from Sandie Bothick
Customer Call_
From ATOSSDM12: ~~--Attachement RE A7711259 ~ 16809136 .msg ~~~
Email from IM
‘Date:24-Feb-2015 19:27:57 User:_Customer Call_
From ATOSSDM12: ----Attachement RE A7711259 - 16809136 .msg ~
email from IM
Date:24-Feb-2015 1:
Prom ATOSSDML2: -
jmail from Sandie
1:29:28 User: Customer Call_
-Attachement RE A7711259 - 16809136 .msg ---
‘Date:25-Feb-2015 10:30:04 User: Customer Call_
rom ATOSSDMI2: 2015/02/25 10:25:15 GMT Log_Comment -User called back to chased for update
Called MAC team, informed an update
“Informed user still waiting for while a recovery performed on node 4.
Date:25-Feb-2015 13:20:53 Use
From ATOSSDM12: 2015/02/25 13:17:23 GMT Log Comment - Post Mistress rung to chase the call
- Advised PM that the call is still currently being investigated by the development team
- PM wish to speak with a Manager
- PM stated that it's been 3 days now and they dont know where the money from the Health Lottery and Bank Tarnsaction went,
through
_Customer Call_
ace:25-Feb-2015 13:30:00 Use
[Prom ATOSSDM12: 2015/02/25 13
Ispoke with Mrs. Knatker
dcaller inquiring how to proceed with the transaction
he has an option to select yes or no
\dvised caller that for transaction inguiry needs to contact NBSC
advised caller will assist her with the chasing the resolution from the Fujitsu
lasked permission to place the call on hold to contact MAC
called MAC spoke with Mary
larified update on the incident
Mary advised that 1t was provided on the email thread
ichecked attached email - last email came from Sandie Bothick and confirming if authorization request had been made to POL
larified who should be making this request as email is sent to IM and MAC and POSD is only ce
ry advised that POSD should be the one sending the request to POL
:_Customer Call_
3:22 GMT Log Comment SUP NOTE
Fvent back to the call er no longer on the line
kc Yout line was busy
pavised agent to send Gail EO°PCL for authorization request
Date:25-Feb-2015 1:
rom ATOSSDM12: -
0:02 User: Customer Call_
-Attachement Ld 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
GRO ~
Date:25-Feb-2015 13:33:04 User: Customer Call_
From ATOSSDM12: 2015/02/25 13:31:39 GMT Log_Comment - Supervisor's conversation with PM got cut-off
- Tried ringing the branch back however liné is busy
F/1315/3
POL00002492
POL00002492
- As per Supervisor's conversation with Mary from FJS MAC;
L authorization is needed for FUS to remove the
ealth Lottery txn 00-269323-4-4536296 -1
- This Health Lottery TXN is preventing successful recovery of node 4
- Counter on node 4 will not be useable until the said txn log is remove
- Sent email to f ‘GRO } requesting approval/authorization for FJS to remove the said Health
Lottery txn log
ate:25-Feb-2015 13:55:51 User:_Customer Call_
From ATOSSDM12: 2015/02/25 13:44:33 GMT Log_Comment Mrs. Khatker following up the ticket
“Informed her that we sent an authorization request to the reference data team so that Fujitsu can start working on the issue.
‘aller is a bit concerned since issue started Monday and it's already 3 days. She is asking if we could provide an TA for the
uuthorization.
old user that we do not have an ETA but once the authorization is received we will forward it to fujitsu as soon as possible,
also we can contact her if she wants.
Caller said that she will call the helpdesk every hour or two, to get an update on the ticket.
-also Mrs. Khatker is requesting for a follow up email to be sent, told user that we can update the ticket
Date:26-Feb-2015 09:57:16 User:_Custemer Call_
From ATOSSDMI2: ----Attachement RE 16809136 A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center.msg ~~~
Response from Reference Data team.
jate:26-Feb-2015 10:16:52 User:_Customer Call_
rom ATOSSDM12: ----Attachement FW 16809136 A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center.msg ~~~
Forwarded to POL servicemanagement team.
Date:26-Feb-2015 12:13:20 User: Customer Call_
rom ATOSSDM12: 2015/02/26 :07 GMT Log Comment - Dale called for update.
- Told him that we are still waiting for POLSM reply to the email that was sent to them.
‘Date:26-Feb-2015 13:25:36 User: _Customer Call_
‘om ATOSSDML2 Attachement FH 16809136 A7701255 ~ Meanwood Branch ~ Unable to Connect to the Data Center from POLSM.msg
email from POLSM raising to Branch support team.
Date: 26-Feb-2015 13:53:29 User:_Customer Call_
From ATOSSDM12: 2015/02/26 13:51:01 GMT Log Comment Received an email from POLSM raising the authorisation to Branch support
cream.
jae: 26-Feb-2015 17:27:47 User: Customer Call_
02/26 17:25:45 GM? Log_Comment Name: Dale
Meanwood
Status Cal
I A7701255
User is unable to login on Node 04 since 23/02/2015
- User is calling for an update for his login issue
Advice user still awiting response form the Branch Support team for authorisation
Date:26-Feb-2015 17: 28: 21 User:_Customer Call_
201 17:55:49 GMT Log Comment Name: Dale
2693232
Meanwood
Status Call - 16809136 I A7701255
ed back again for update and is getting frustrated
- Advice Dale that SD is unable to provison a timeframe for the Fix
- Advice Dale still awiting response for authorisation to come thru
- Advice Dale, once the issue 1s sorted. He will be contacted.
- Apologies for the delay
_Date:27-Feb-2015 09:03:50 User: Customer Call_
From ATOSSDM12: 2015/02/27 09:01:44 GMT Log Comment User called to follow up the issue
vised that we are still waiting for an update as well and will contact him as soon as we got one
User agreed but requesting for it to be resolved as soon as possible
Date:27-Feb-2015 13:11:58 User:_Customer Call_
From ATOSSDM12: 2015/02/27 13:10:39 GMT Log Comment Chased Branch suppo
team.
jate:27-Feb-2015 13:22:00 User: Customer Call_
om AY M12: 2015/02/27 13:20:31 GM? Log Comment Update from Branch Support team:
Please see reply from Rebecca Barker sent 26/02.
F/1315/4
POL00002492
POL00002492
i SM
(he process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
Je cannot authorise
egards
Rebecca
(Prom ATOSSDM12: 2015/02/27 13:22:04 GMT Log_Comment Requested Service Desk to help gain the suthorization fro the sub
‘ostmaster.
4
I“Date:27-Feb-2015 13:37:03 User:_Customer Call_
From ATOSSDML2: 2015/02/27 13:36:11 GMT Status Status changed to ~
jlocation
issue:
- error: not connect
- node 04
- as per user he alread spoke with NBSC
- ref #: 822531
Meanwood
ng to data center
E
reboot on the counter
- still getting the same error
- user id: GKHOOL
- issue started today (02/24/15) at 4:30PM
- keystrokes: loginagt; recovery screensgtserror
I TP: 12; BP: 01; SU: El
Nina- Notes:
16809136 - A7701255
‘contact name: Dale
He lephone Numbe:
FAD Code: 2693232
Location: Meanwood
‘ounter/s: 04
Node Affected: 04
olution:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit
“saying that it has flashing red li
under node 4
-Dale compared it with the other counters, and the others has flashing green
wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
-called MAC team and spoke to Calvin and informed him of what Dale has reported
-was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
called Dale and informed him, Dale acknowledged
#4 + SSTART* ** *MONO900TUEO900WEDO900THUD 900FRI0900SA70 900SUNGO00BNKO000
{ONOCOOTUEOO0OWEDIO00THUOOOOFRIOOOESATOOOOSUNOOOOBNKOODE
NOOOOTUEDOOOWEDNOOOTHUGOCOFRI0000SATOODOSUNOOOBNKOO00
MON17 30TUE1730WED1730THUL730FRI1730SAT1230SUNO0O0BNKOOOG****END****
Date:27-Feb-2015 13:
"rom ATOSSDM12: 2015/02/27 13
hatker
2693232
9 GM? Status Status changed to -
F Meanwood
- error: not connecting to data center
node 04
- as per user he alread spoke with NBSC
- ref #: 822531
teps:
did a hard reboot on the counter
- still getting the same error
- user id: GKHOOL
- issue started today (02/24/15) at 4:30PM
- keystrokes: loginagt; recovery screensgt;error
- TP: 12; BP: 01; SU: EL
Nina- Notes
16809136 ~ A7701255
ontact name: Dale,
Telephone Numbe:
FAD Code: 2693232
Location: Meanwood
Counter/s: 04
Node Affected: 04
Description:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
F/1315/5
POL00002492
POL00002492
saying that it has flashing red light
-Dale compared it with the other counters, and the others has flashing green
-wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
-called MAC team and spoke to Calvin and informed him of what Dale has reported
was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
called Dale and informed him, Dale acknowledged
+++ SSTART* #4 *MONO900TUE0900WEDO900THUD 900FRI0900SAT0 900SUNOO0OBNKO000
MONOG0OTUEOO00WEDOO00TKUGODOFRIO000SATOO00SUNOCOOBNKOO00
JONDOOOTUEOODOWEDODOOTHUOOOOFRIOOOOSATOOOOSUNOOOOBNKO0DG
JON1730TUE17 30WED1 730THU1730FRI1730SAT1230SUNOOCOBNKO000****END****
Date:27-Feb-2015 13:43:36 User:_Customer Call_
‘om ATOSSDML2: 2015/02/27 1 2 GMT Log_Comment
ontact name: Dale, ~
Helephone Number: }_
FAD Code: 2693232
Location: Meanwood
‘ounter/s: 04
Node Affected: 04
Solution:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit) under node 4
saying that it has flashing red lig!
-Dale compared it with the other counters, and the others has flashing green
anted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
-called MAC team and spoke to Calvin and informed him of what Dale has reported
-was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
-called Dale and informed him, Dale acknowledged
cicket updated
priedged to fujitsu for a base unit replacement as advised by Calvin/MAC
Date:27-Feb-2015 14:01:05 User:Sudip Sur
[Start of Response]
Please note that the base unit swap will be a total waste of time and money.
yne problem is in transaction Recovery software which we are currently looking at.
Whe work around is to delete this session from branch database which is causing this problem. But we need approval from Post
ffice in order to delete this session causing the problem.
the authorisation request was sent via ATOS but so far no response has been received.
Inless this session is deleted Node:4 will remain unusable.
[End of Response]
esponse code to call type L as Category 38 -- Pending -- Potential Problem Identified
Response was delivered to Consumer
Date:27-Feb-2015 14:31:32
[Start of Response]
Looking through the responses, I have just noticed that ATOS received a response (Dati
r:Sudip Sur
015-02-27 13:22
anch Support team and they are not wiling to authorise to delete this session. They are suggesting Sub-postmaster should be
0) from Post Office
wthorisation. Unfortunately, this is a business issue and Post Office (POL) need to authorise this.
nd of Response]
esponse code to call type L as Category 38 -- Pending -- Potential Problem Identified
esponse was delivered to Consumer
Date:27-Feb-2015 15:21:29 User: Customer Call_
Attachement RE 16809136 AT701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
Date:27-Feb-2015 15:47:05 Uscr:_Custemer Call_
rom ATOSSDM12 ‘Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
mail from Branch Support Team &1t/ - GRO i
jate:27-Feb-2015 15:47:36 User: Customer Call_
from ATOSSDM12: 2015/02/27 15:45:37 GMT Enquiry Received an email from Branch suy
ne who can authorize the removal of transaction
ort Team saying that the Subposmaster is the
Date:27-Feb-2015 15:53:07 User: Customer Call_
From ATOSSDM12: 2015/02/27 15:51:32 GMT Log Comment Called Branch and spoke to KAM the sub-post master, but she was too busy
sked to call them back
F/1315/6
POL00002492
POL00002492
Date:27-Feb-2015 15:57:09 User:_Customer Call_
From ATOSSDM12: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
mail to and from IM
ate:27-Feb-2015 16:03:00 User:Sudip Sur
[Start of Response]
s I have said earlie!
Ne are unable to delete tx:
Formal authorisation need to arrive from POL.
session with PM's authorisation.
TFS call A7711259 has been raised for this
(End of Response]
esponse code to call type L as Category 38 -- Pending -- Potential Problem Identified
esponse was delivered to Consumer
jate:28-Feb-2015 1.
from ATOSSDMI2: 201
Helephone Number: [
FAD Code: 2693232
Location: Meanwood
summary of Issue:
16809136 - A7701255
TTL1259
- Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
- No open ticket for Engineer call
- Called MAC for update
- Needs authorization from PM to delete the txn session
01:21 User: Customer Call_
:09 GMT Log Comment Contact name: Dale
Advised caller to provide the authorization via email
- Asked them to send an email authorization tof
- We need to forward the authorization to MAC for them to fix this
- Once you POSD receives the email, please send to MAC and provide
che caller
update to
@ reference numbers and ask them to provide an
8-Feb-2015 1.
SSDM12: 201
Telephone Number
FAD Code: 2693232
Location: Meanwood
summary of Issue:
16809136 - A7701255
TT1259
- Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
- No open ticket for Engineer call
- Called MAC for update
- Needs authorization from PM to delete the txn
Advised caller to provide the authorization via_email.
- Asked them to send an email authorization to {7
- We need to forward the authorization to MAC
01:22 User: Customer Call_
12:59:37 GMT Enquiry Contact name: Dale
them to fix this
- Once you POSD receives the email, please send to MAC and provide the reference numbers and ask them to provide an update to
8-Feb-2015 13:53:30 User:_Customer Call_
SSDM12: 2015/02/28 13:49:15 GMT Enquiry -Kam called in reporting that she already sent us an email regarding the
uthorization to delete session.
-Told her that I will be forwading their email now to MAC team to investigate.
-I checked the mailbox and Julius is now working on that.
‘Date: 28-Feb-2015 14:04:31 User: Customer Call_
2015/02/28 14:02: M2 Enquiry Authentication:
ager
yes
AD/Path code: 2693232 Meanwood PO
Issue
-user called for reference number 16809136
as per notes, needs authorization from PM to delete the txn session
-user is dissatisfied and needs this escalated
-user refused to have subpostmaster send an email and they just basically needs an engineer to assist on the site
-checked email logs, seems subpostmaster doesn't have an email for her to send this to
called MAC team, spoke with Ross and relayed issue
-while awaiting for resolution, received an email via POSD mailbox from the subpostmaster and will just forward it to MAC team
-relayed caller the same
Date:28-Feb-2015 14:06:02 User:_Customer Call_
From ATOSSDM12: ----Attachement RE 16809136 A7701255 - Meanwood Branc!
email sent to MAC
- Unable to Connect to the Data Cen
ter.msg ---
jate:28-Feb-2015 15:41:12 User:_Customer Call_
‘om AY ML ‘Attachement regarding call A7711259 16809136.msg --~
Update from MAC
F/1315/7
POL00002492
POL00002492
Email received from MAC providing update
Date:28-Feb-2015 1 x _
From ATOSSDM12: 2015/02/28 16:13:00 GMT Enquiry -Jess called in for 16809136, she is chasing for an update.
“Told her that it's already been sent to our Software team, as per the latest update they advised us to get POL to
ujtisu to delete the session which we already have done and now awaiiting for the respot
Jess understood.
horize the
1:51 User:_Customer Call_
-Attachement FW 16809136 A7701255 - Meanwood Branch -
ent email to Branch Support; copied IM and Sandie Bothick
jorization to delete session.msg
Date:28-Feb-2015 16:23:53 User: Customer Call
From ATOSSDMI2: 2015/02/28 16:20:49 GMT Log Comment Polly received email from MAC to get email authorization from POL; sent them
‘che authorization from PM as required by Branch Support; Sent email to Branch Support copied IM and Sandie Bothick seeking
assistance on how to proceed with a resolution (email attached)
‘bate:28-Feb-2015 16:53:28 Uscr:_Customer call_
From ATOSSDM12: 2015/02/28 16:51:01 GMT Log_Comment PM called in and is asking on how they should proceed. Told caller that
Fujitsu needs authorization to move forward and we already sent an email to branch Support and IM to know which authorization is
eeded.
Date:02-Mar-2015 0!
rom ATOSSDM12: ~
Email from MAC
93:22 User:_Customer Call_
Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center - RC.msg --~
4:23 User:_Customer Call_
2015/03/02 08:52:17 GMT Log Comment - received an email from MAC.
- sent an email to Nick Khatker requesting for the information needed by MAC.
Date:02-Mar-2015 09:20:05 User:_Customer Call_
from ATOSSDM12: 2015/03/02 09:17:11 GMT Log Comment Bill called in to chase for a resolution. informed the user that an email was
ent to the PM (Nick Khatker) requesting for the Session ID number to be identified.
Date:02-Mar-2015 09:20:42 User:Sudip Sur
Warget Date/Time updated: new value is 16/03/2015 18:39
[Start of Response]
Increasing the forecast date as we are still waiting for POL authorisation.
(End of Response]
Response code to call type L as Category 38 -- Pending ~~ Potential Problem Identified
[Response was delivered to Consumer
pate:02-Mar-2015 09:26:08 User:Sudip Sur
[Start of Response]
I have already supplied the sessionId and transactionId earlier in this call.
Please advise ATOS that we need formal POL authorisation and NOT sub-postmasters authorisation. We can not accept Sub-
jpostmaster's authorisation to delete txn session
separate TFS call A7711259 has also been raised for ATOS for this.
[End of Response]
Response code to call type L as Category 38 -- Pending -- Potential Problem Identified
esponse was delivered to Consumer
Date:02-Mar-2015 12:33:29 User:_Customer Call_
Prom ATOSSDM12: 2015/03/02 12:30:36 GMT Log Comment Dale called in asking for an update
checked email and have seen a confirmation From the Subpostmaster
though MAC needed confirmation from POL themselves not from sub post master
Already checked with service management/reference data and branch support but as they have stated this needs to be authorized by
ithe sub post master
forwarded authentication to MAC team
‘Date:02-Mar-2015 1: Customer Call_
[Prom ATOSSDMI2: - ment FW 16809136A7701255 authorisation to delete session.msg --~
ail to MAC forwarding Authentication
Date:02-Mar-2015 17:51:17 Use
rom ATOSSDM12: 2015/03/02 17:49:
Monday, March 02, 2015 11:16 PM
Rebecca Barker; ITSupplierManagement
Kc: Post Office Service Desk: POLServiceManagement ; Brahmbhatt, Rina; Branch Support Team; IT-Solutions R SMC PostOffice
Incident Management; Thomas, Ian
subject: RE: 16869136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
F/1315/8
POL00002492
POL00002492
i Rebecca
I have referred this matter to our Operations Security Manager to raise with POL Security as I have not seen any documented
process to support this and I?m not comfortable Atos Desk taking instruction from a branch to remove transactions as I?m unsure
@ are authorised to do this ? for example how would we even validate who the PM is. With all the issues relating to Second
Sight, T just vant to make sure we have an agreed process that POL Security have agreed to. In the meantime, if this is an
xisting process, can you provide me with a copy please.
lany thanks, Sharon
haron Brearley
Longfiel:
Middleswoods Way
sharncliffe Business Park
carlton
jarnsley, S71 3GN
jaww.atos net
from: Branch Support Team j GRO.
Friday, February 27, 2015 1:18 2M
IT-Solutions R SMC PostOffice Incident Management; Branch Support Team
Post Office Service Desk; ITSupplierManagement; POLServiceManagement ; Brahmbhatt, Rina; Brearley, Sharon; Rebecca Barker
Subject: RE: 16809136 / A7701255 ~ Meanwood Branch - Unable to Connect to the Data Center
11,
Please see reply from Rebecca Barker sent 26/02.
i SM
whe process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
@ cannot authorise
From ATOSSDM12:
Email from Rebecca
Connect to the Data Center.msg ---
Date:02-Mar-2015 2:
Prom ATOSSDM12: ~
mail from Rebecca
7:08 User:_Customer Call_
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg --~
ate:02-Mar-2015 2:
Prom ATOSSDM12: ~
email from Ian
1:49 User:_Customer Call_
Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg -~-
Date:03-Mar-2015 08:
[Start of Response]
I am returning this call back as POL have not formally authorise to remove this session.
6:53 Use
:Sudip Sur
(End of Response]
Response code to call type L as Category 68 -- Final
Routing to Call Logger following Final Progress update.
ervice Response was delivered to Consumer
Administrative Response
Date:03-Mar-2015 08:46:53 User:Sudip Sur
41242 closed: Category 68 Type L
date:03-Mar-2015 08:46:53 User:Sudip Sur
Defect cause updated to 42 -- Gen - Outside Program Control
Call Reference:A7701255 Withdrawn by Consumer
mransfer Group from 'POA-FJ-PEAK' to 'POA-FJ-Service Desk'
Date:04-Mar-2015 15:11:44 User:_Customer Call_
PCO241242 reopened by Customer Ca:
1:44 User:_Customer Call_
-ATOS' to 'POA-FJ-PEAK*
F Héanwood
not connecting to data center
F/1315/9
POL00002492
POL00002492
- node 04
- as per user he alread spoke with NBSC
- ref #: 822531
isteps:
- did a hard reboot on the counter
- still getting the same error
- user id: GKHOO1
- issue started today (02/24/15) at 4:30PM
- keystrokes: login> recovery screensgt;error
- TP: 12; BP: 01; SU: EL
E
Incident History:
#2015-02-23 18:15:37 [ POA-HDT]
INIT : Create a new request/incident/problem/change/issue
2015-02-23 18:15:38 [ POA-HDI]
zneut_en_poa : Transfer Notification
2015-02-23 18:15:38 { POA-HDI]
zneun_en_poa : Open Notification
2015-02-23 18:23:00 [ Millman, Emma ]
DIoutSTU : User ID : GKHOOL
Dime: 18:27
Date: 23/02/2015
(Node: 4
PM has advised the following happens when he logs in to node 4.
recovery message. appears advising a failure occured during a previous session.
PM presses continue - Recovery details:
ash withdrawal 00-269323-4-4536297-1
PAN 633641***#**0508
Date/Time: 23/02/2015 10:46:21
Stock unit: El
Jser: DSLOO1
PM advised they gave the customer £140, so PM presses yes.
start recovery process, ‘Horizon was processing a health lottery transaction when the system went down.'
‘his transaction will now be cancelled by the health lottery.
PM presses ok.
eM then receives the following message: 'Void not confirmed, recovery process was unsucessful the cancel of the health lottery
cransaction cannot be confirmed. No further action is required."
PM presses enter and it logs him out.
2015-02-23 18:36:00 [ Millman, Emma ]
(DIoutSTU : I think SSC KEL sursi034R may apply to this issue, but not entriely sure as the recovery details say it was a cash
Mithdrawal. The following message the PM gets when doing the recovery says it is a health lottery transaction - ‘Horizon was
irocessing a health lottery transaction when the system went down.*
15-02-23 18
zneut_en_poa
28 [ Millman, Emma ]
: Transfer Notification
2015-02-23 18:40:12 [ TES Connector]
DIAMACK : Provider Ref: PCO241242
2015-02-24 08:52:15 [ T£S Connector]
DloutSTU : From PINICL: Update by Sarah English:Reference Added
SSCKEL surs10348
2015-02-24 08:52:47 [ T£S Connector]
INDIoutSTU : From PINICL: Update by Sarah English:Call routed to Team:EDSC Member:Sudip Sur
2015-02-24 09:51:55 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/24 09:51:04 GMT Log Comment Summary of Issue: Status Update - 16809136
Recommendation:
- User called in asked for the status update
- Callled Mac Team, spoke Calvin. He informed its still under investigation
- User acknowledge and will call with an hour
2015-02-24 10:41:02 [ TES Connector]
DIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potenti.
lanother incident which is currently being investigated by development.
Problem Identified:This call is identical to
ccording to counter log, there were two transactions in the session 4-520273.
1. Health Lottery tun 00-269323-4-4536296 -1
2. Banking txn 00-269323-4-4536297 -1
‘he settlement failed due to poor communication with the data centre (Network issue) and user was logged out by the system.
F/1315/10
POL00002492
POL00002492
When the user logged back in, the recovery kicked-in. But the recovery of the Health Lottery txn 00-269323-4-4536296 -1 failed.
s the recovery failed, user was/in unable to logon to Node:4
I have asked POL (via ATOS) to authorise us to remove the Health Lottery txn 00-269323-4-4536296 -1 which is preventing
successful recovery. It is not clear when (if) authorisation will arrive. Until then Node:4 will NOT be usable.
2015-02-24 12:31:49 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/24 12:28:47 GMT Log Comment User callback chased for update.
Informed user still waiting authorization to remove the health lottery transaction.
Jser informed she will callback one hour later chase for update
§2015-02-24 14:44:37 [ POA-HDT]
GHDIoutADD : From ATOSSDM12: 2015/02/24 14:43:49 GMT Log Comment Contact name: Kam
Helephone Number:
PAD Code: 269323
: Meanwood
Status Update - 16809136
- User callback chased for update.
Informed user still waiting authorization to remove the health lottery transaction.
I User informed she will callback one hour later chase for update
2015-02-24 17:20:10 {I POA-HDI]
HDIowtADD : From ATOSSDM12: 2015/02/24 17:18:00 GMT Log Comment Received a call from Kam, wants to know update regarding the
incident.
[[nformed User that there is no further update and advised to call back later
user hang up
2015-02-24 19:20:43 [ POA-HDI]
(DIOUtADD : From ATOSSDM12: 2015/02/24 19:19:30 GMT Log Comment - Received an update from Sandie
- attached update
2015-02-24 19:21:14 [ POA-HDI]
(DIoutADD : From ATOSSDM12:
ipdate from Sandie Bothick
-Attachement A7711259 - 16809136 .msg ~~~
2015-02-24 19:25:05 [ POA-HDI]
DIoutADD
email from
~Attachement RE A7711259 - 16809136 .msg -~~
2015-02-24 5 [ POA-EDT]
IDIoutADD : From ATOSSDML
Email from IM
~-Attachement RE A7711259 ~ 16809136 .msg
2015-02-24 19:29:03 [ POA-HDI]
(DIoutADD : From ATOSSDM12:
email from Sandie
ATT11259 ~ 16809136 .msg ~~~
2015-02-25 10:29:33 [ POA-HDT]
DTOUtADD : From ATOSSDM12: 2015/02/25 10:25:15 GMT Log_Comment -User called back to chased for update
-Called MAC team, informed an update ~
“Informed user still waiting for while a recovery performed on node 4.
2015-02-25 13:20:16 { POA-HDI]
DIoutADD : From ATOSSDMI2: 2015/02/25 13:17:23 GMT Log_Comment - Post Mistress rung to chase
- Advised PM that the call is still currently being investigated by the development team
- PM wish to speak with a Manager
- PM stated that it's been 3 days now and they dont know where the money from the Health Lottery and Bank Tarnsaction went
through
2015-02-25 13:29:12 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/25 13:23:22 GMT Log_Comment SUP NOTE
spoke with Mrs. Khatker ~
aller inquiring how to proceed with the transaction
she has an option to select yes or no
advised caller that for transaction inquiry needs to contact NBSC
‘advised caller will assist her with the chasing the resolution from the Fujitsu
lasked permission to place the call on hold to contact MAC
[called MAC spoke with Mary
larified update on the incident
lary advised that it was provided on the email thread
necked attached email - last email came from Sandie Bothick and confirming if authorization r
larified who should be making this request as email is sent to IM and MAC and POSD is only cc
Mary advised that POSD should be the one sending the request to POL
went back to the caller but caller no longer on the line
"put line was busy
advised agent to send email to BOL for authorization request
he call
quest had been made to POL
2015-02-25 13:29:14 [ POA-HDI]
DIoutADD : From ATOSSDMI,
Attachement. LJ 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
Mail tof “Tat
2015-02-25 13:32:23 [ POA-HDI]
DIOutADD : From ATOSSDMI2: 2015/02/25 13:31:39 GMT Log Comment - Supervisor's conversation with PM got cut-off
- Tried ringing the branch back however line is busy
- As per Supervisor's conversation with Mary from FJS MAC;
F/1315/11
POL00002492
POL00002492
POL, authorization is needed for FS to remove the
ealth Lottery txn 00-269323-4-4536296 -1
- This Health Lottery TXN is preventing successful recovery of node 4
- Counter on node 4 will not be useable until the said txn log is remove
- Sent email tof OR jrequesting approval/authorization for FJS to remove the said He
Lottery txn log
2015-02-25 13:55:13 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/25 13:44:33 GMT Log Comment Mrs. Khatker following up the ticket
“Informed her that we sent an authorization request to the reference data team so that Fujitsu can start working on the issue.
Caller is a bit concerned since issue started Monday and it's already 3 days. She is asking if we could provide an ETA for the
authorization.
-told user that we do not have an ETA but once the authorization is received we will forward it to fujitsu as soon as possible,
[also we can contact her if she wants.
Caller said that she will call the helpdesk every hour or two, to get an update on the ticket.
-also Mrs. Khatker is requesting for a follow up email to be sent, told user that we can update the ticket
2015-02-26 09:96:45 [ POA-HDI]
IDIoutADD : From ATOSSDML. ~-Attachement RE 16809136 A7701255 ~ Meanwood Branch ~ Unable to Connect to the Data Center.msg
Response from Reference Data team.
2015-02-26 10:16:14 [ POA-HDT]
(DIoutADD : From ATOSSDMI2: ‘Attachement FW 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
rwarded to POL servicemanagement team.
5
2015-02-26 12:13:12 [ POA-HDI]
IHDIoutADD : From ATOSSDMI2: 2015/02/26 12:11:07 GMT Log_Comment - Dale called for update.
- Told him that we are still waiting for POLSM reply to the email that was sent to them
2015-02-26 13:24:53 [ POA-H!
;DIoutADD : From ATOSSDML
POLSM.msg --~
email from POLSM raising to Branch support team.
Attachement FW 16809136 A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center from
2015-02-26 13:52:32 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/26 13:51:01 GMT Log Comment Received an email from POLSM raising the authorisation to Branch
2015-02-26 17:26:56 [ POA-HDI]
DIoutADD._; From ATOSSDM12: 2015/02/26 17:25:45 GMT Log Comment Name:
Dale
AD Code:” 2693232
Location: Meanwood
ode: 04
summary: Status Call - 16809136 I A7701255
Issue:
- User is unable to login on Node 04 since 23/02/2015
- User is calling for an update for his login issue
Advice user still awiting response form the Branch Support team for authorisation
2015-02-26 17:56:48 { POA-HDI]
DToutAD! SDM12: 2015/02/26 17:55:49 GMT Log_Comment Name: Dale
E
FAD Code: 3653233
Location: Meanwood
ode: 64
ummary: Status Call - 16809136 I A7701255
Issue:
- USer called back again for update and is getting frustrated
- Advice Dale that SD is unable to provison a timeframe for the Fix
Advice Dale still awiting response for authorisation to come thru
- Advice Dale, once the issue is sorted. He will be contacted.
- Apologies for the delay
2015-02-27 09:03:24 [ POA-HDI]
DIOUtADD : From ATOSSDM12: 2015/02/27 09:01:44 GMT Log_Comment User called to follow up the issue
vised that we are still waiting for an update as well and will contact him as soon as we got one
ser agreed but requesting for it to be resolved as soon as possible
§2015-02-27 13:11:23 [ POA-KDT]
DIOUtADD : From ATOSSDM12: 2015/02/27 13:10:39 GMT Log Comment Chased Branch support team.
2015-02-27 13:21:43 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/27 13:20:31 GMT Log_Comment Update from Branch Support team:
Please see reply from Rebecca Barker sent 26/02.
i SM
"he process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
We cannot authorise
Regards
Rebecca
2015-02-27 13:23:18 [ POA-HDI]
DTotADD : From ATOSSDM12: 2015/02/27 13:2.
sub postmaster.
04 GMT Log_Comment Requested Service Desk to help gain the suthorization fro the
2015-02-27 13:36:55 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/27
36:11 GMT Status Status changed to
F/1315/12
- error: not connecting to data center
- node 04
- as per user he alread spoke with NBSC
- ref #: 822531
isteps:
- did a hard reboot on the counter
- still getting the same error
- user 1d: GKHOO1
- issue started today (02/24/15) at 4:302M
- keystrokes: login>recovery screen>error
- TP: 12; BP: 01; SU: EL
ina~ Notes:
16809136 ~ A7701255
contact name: Dale.
Hfelephone Numbe:
FAD Code: 2693232
Location: Meanwood
counter/s: 04
Node Affected: 04
Solution:
-called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base unit)
“saying that it has flashing red light
Dale compared it with the other counters, and the others has flashing green
[;wanted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
called MAC team and spoke to Calvin and informed him of what Dale has reported
was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than
-called Dale and informed him, Dale acknowledged
4+ <START* ** *MONO900TUE0900WEDO900THUD 900FRI0900SAT0 900SUNGO0OBNKO00O
JONOOOOTUEOODOWEDAOOO'THUDOCOFRIOOOOSATOOOOSUNOOOOBNKOOOD
{ONO OOTUEOO0OWEDIO00THUOOOOFRIOOOOSATOOOOSUNOOCOBNKOODe
N17 30TUELT30WED1 730THUL730FRI1730SAT1230SUNOOCOBNKO000****END*#**
2015-02-27 13:40:32 [ POA-EDT]
(DIoutADD : From ATOSSDM12: 2015/02/27 1
(Mr. Khatker
"AD: .2693232.
39:29 GMT Status Status changed to
_Becation: Meanwooa
error: not connecting to data center
- node 04
- as per user he alread spoke with NBSC
- ref #: 822531
isteps:
- did a hard reboot on the counter
- still getting the same error
- user 1d: GKHOOL
- issue started today (02/24/15) at 4:30PM
keystrokes: login>recovery screen>error
- TP: 12; BP: 01; SU: EL
ina~ Notes:
16809136 - A7701255
ontact name: Dal
Ielephone Numbe:
FAD Code: 269323
Location: Meanwood
ounter/s: 04
jode Affected: 04
Description:
-called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base uni
-saying that it has flashing red light
-Dale compared it with the other counters, and the others has flashing
green
-wanted an engineer visit to replace it, saying that this might be the reason why he can
-called MAC team and spoke to Calvin and informed him of what Dale has reported
use the counter
‘bcalled Dale and informed him, Dale acknowledged
#4 + <START* ** *MONO900TUE0900WEDO900THUO 900FRI0900SAT0 900SUNG000BNKO000
NOCOOTUEDOOOWEDDOOOTHUCOCOFRIO000SATOONOSUNOOOOBNKO000
ONO 0OTUEOOOOWEDA000THUDOOOFRIOO0USATODOOSUNOOOOBNKOOOO
ON1730TUE1730WED1 730THU1730FRI1730SAT1230SUNOOCOBNKO000****END*#**
2015-02-27 13:42:37 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/27 13:41:22 GMT Log_Comment.
ontact name: Dale
-was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
POL00002492
POL00002492
under node 4
end of day
under node 4
F/1315/13
POL00002492
POL00002492
frelephone Number: I
PAD Code: 2693232
Location: Meanwood
counter/s: 04
Node Affected: 04
olution:
called in regarding the black box where in you insert a floppy disk and has an intel inside sticker (base un:
-saying that it has flashing red light
Dale compared it with the other counters, and the others has flashing green
nted an engineer visit to replace it, saying that this might be the reason why he can't use the counter
called MAC team and spoke to Calvin and informed him of what Dale has reported
-was advised to change the ticket to a base unit replacement and is for an engineer visit tomorrow, no late than end of day
[called Dale and informed him, Dale acknowledged
under node 4
ticket updated
briedged to fujitsu for a base unit replacement as advised by Calvin/MAC
2015-02-27 14:01:24 [ TFS Connector]
HDIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:Please note that the base
junit swap will be a total waste of time and money.
ihe problem is in transaction Recovery software which we are currently looking at.
Whe work around is to delete this session from branch database which is causing this problem. But we need approval from Post
ffice in order to delete this session causing the problem.
‘he authorisation request was sent via ATOS but so far no response has been received.
Inless this session is deleted Node:4 will remain unusable.
2015-02-27 14:32:00 [ T£S Connector]
DIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identified:Looking through the
responses, I have just noticed that ATOS received a response (Date:2015-02-27 13:22:00) from Post Office Branch Support team and
chey are not wiling to authorise to delete this session. They are suggesting Sub-postmaster should be authorisation.
Infortunately, this is a business issue and Post Office (POL) need to authorise this.
2015-02-27 15:20:55 [ POA-HDI]
DIoutADD : From ATOSSDML,
mail chase from IM
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg -
2015-02-27 15:46:31 [ POA:
EXDIoutADD : From ATOSSDML
mail from Branch Support Tea
Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg -
GRO
#2015-02-27 15:47:04 [ POA-HDI]}
Hiotoutand : From ATOSSDM12: 2015/02/27 15:45:37 GMT Enquiry Received an email from Branch s
Subposmaster is the one who can authorize the removal of transaction
apport Team saying that the
2015-02-27 15:52:28 { POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/27 15:51:32 GMT Log_Comment Called Branch and spoke to KAM the sub-post master, but she was
too busy
sked to call them back
2015-02-27 15:56:34 [ POA-HDI]
DIoutADD : From ATOSSDML
mail to and from IM
E
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ---
015-02-27 16:03:19 [ T£S Connector]
HDIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential
Formal authorisation need to arrive from POL.
je are unable to delete txn session with PM's authorisation.
‘oblem Identified:As I have said earlier;
TFS call A7711259 has been raised for this:
2015-02-28 13:00:58 [ POA-HDI]
DIOUtADD : From ATOSSDMI2: 2015/02/28 12:53:09 GMT Log Comment Contact name: Dale
Helephone Number: { a ~
2693232
: Meanwood
- AT711259
- Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
- No open ticket for Engineer call
- Called MAC for update
- Needs authorization from PM to delete the txn session
- Advised caller to provide the authorization vja.emadl..
- Asked them to send an email authorization to
We need to forward the authorization to MAC for chem to Fix this
- Once you POSD receives the email, please send to MAC and provide the reference numbers and ask them to provide an update to
che caller
2015-02-28 13:00:59 [ POA-HDI]
DIoutADD : From ATOSSDML2: 21
Telephone Number:
(PAD Code: 2693232
/02/28 12:59:37 GMT Enquiry Contact name: Dale
F/1315/14
POL00002492
POL00002492
Location: Meanwood
summary of Issue:
- 16809136 - A7701255
- A7711259
- Caller is expecting an Engineer from Fujitsu to fix the base unit as advised by NBSC
- No open ticket for Engineer call
- Called MAC for update
- Needs authorization from PM to delete the txn session
- Advised caller to provide the authorization v.
- Asked them to send an email authorization to
- We need to forward the authorization to MAC for them to fix this
- Once you POSD receives the email, please send to MAC and provide the reference numbers and ask them to provide an update to
che caller
2015-02-28 13:53:16 [ POA-HDI]
DIOUtADD : From ATOSSDM12: 2015/02/28 1
ithe authorization to delete session.
-Told her that I will be forwading their email now to MAC team to investigate.
-I checked the mailbox and Julius is now working on that.
9:15 GM? Enquiry -Kam called in reporting that she already sent us an email regarding
DIowtADD
ame: Marty
contact.
Branch: yes
D/Path code: 2693232 Meanwood PO
Tssu
-user called for reference number 16809136
-as per notes, needs authorization from PM to del
-user is dissatisfied and needs this escalated
user refused to have subpostmaster send an email and they just basically needs an engineer to assist on the site
checked email logs, seems subpostmaster doesn't have an email for her to send this to
called MAC team, spoke with Ross and relayed issue
while awaiting for resolution, received an email via POSD mailbox from the subpostmaster and will just forward it to MAC team
“relayed caller the same
2:52 GMT Enquiry Authentication:
the txn session
01-02-28 14:05:14 [ POA!
(DloutADD : From ATOSSDM12:
email sent to MAC
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
0915-02-28 15:40:41 [ POA-I
DIOutADD : From ATOSSDM12:
garding call A7711259 1680!
Update from MAC
2015-02-28 15:42:15 [ POA-HDI]
IDIoutADD : From ATOSSDM12: 2015/02/28 1
0:07 GMP Enquiry Email received from MAC providing update
15-02-28 16:16:31 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/02/28 16:12:00 GMT Enquiry -Jess called in for 16809136, she is chasing for an update.
-Told her that it's already been sent to our Software team, as per the latest update they advised us to get POL to authorize the
ujtisu to delete the session which we already have done and now awaiiting for the respons
-Jess understood.
2015-02-28 16:21:06 [ POA-HDI]
DIoutADD : From ATOSSDM12
ent email to Branch Suppor!
-Attachement FW 16809136 A7701255 - Meanwood Branch - Authorization to delete session.msg
copied IM and Sandie Bothick
015-02-28 16:23:08 [ POA-HDT]
DIoutADD : From ATOSSDM12: 2015/02/28 16:20:49 GMT Log_Comment Polly received email from MAC to get email authorization from
POL; sent them the authorization from PM as required by Branch Support; Sent email to Branch Support copied IM and Sandie
Rothick seeking assistance on how to proceed with a resolution (email attached)
2015-02-28 16:53:07 [ POA-HDI]
DIOutADD : From ATOSSDM12: 2015/02/28 16:51:01 GMT Log Comment PM called in and is asking on how they should proceed. Told
caller that Fujitsu needs authorization to move forward and we already sent an email to branch Support and IM to know which
authorization is needed.
015-03-02 08:11:00 [ Wilcock, Jacqueline Denise]
LOG : Authorisation request has been received fro the Pm - see attachment.
2015-03-02 08:52:29 [ POA-HDI]
DIOULADD : From ATOSSDMI2: —
ARC.msg ---
mail from MAC
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center -
§2015-03-02 08:53:32 [ POA-HDT]
DTOUtADD : From ATOSSDMI2: 2015/03/02 08:52:17 GMT Log Comment - received an email from MAC.
- sent an email to Nick Khatker requesting for the information needed by MAC.
E
2015-03-02 09:19:35 [ POA-HDI]
DIOutADD : From ATOSSDMI2: 2015/03/02 09:17:11 GMT Log Comment Bill called in to chase for a resolution. informed the user that
ln email was sent to the PM (Nick Khatker) requesting for the Session ID number to be identified.
015-03-02 09:21:21 [ TS Connector]
DIoutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -- Potential Problem Identifie
as we are still waiting for POL authorisation.
nereasing the forecast date
F/1315/15
POL00002492
POL00002492
F
015-03-02 09:27:07 [ T£S Connector]
DloutSTU : From PINICL: Update by Sudip Sur:Category 38 -- Pending -
essionId and transactionId earlier in this call.
Please advise ATOS that we need formal POL authorisation and NOT sub-postmasters authorisation. We can not accept Sub-
gpostmaster's authorisation to delete txn session.
separate TFS call A7711259 has also been raised for ATOS for this.
Potential Problem Identified:I have already supplied the
015-03-02 12:33:10 { POA-HDI]
DIoutADD : From ATOSSDM12: 2015/03/02 12:30:36 GMT Log Comment Dale called in asking for an update
hecked email and have seen a confirmation from the Subpostmaster
Although MAC needed confirmation from POL themselves not from sub post master
ready checked with service management/reference data and branch support but as they have stated this needs to be authorized by
ithe sub post master
forwarded authentication to MAC team
2015-03-02 12:33:47 [ POA-HDI]
DIowkADD : From ATOSSDM12 -Attachement. FW 16809136A7701255 authorisation to delete session.msg --~
fmail to MAC forwarding Authentication
015-03-02 14:06:00 [ Wilcock, Jacqueline Denise]
LOG : Update from Atos
cood afternoon,
Regarding your advice on the incident 16809136/A7701255
lasked to get POL to formally authorise Fujitsu to delete this Health Lottery session so that office 1s able to use Node:4 again.
This will enable the office to use Node:4 again quickly
If nothing is done then after 5 days both txns will enter into failed transaction state and will have to be removed manually.
Please advise POL that POA Development investigations lead us to believe that the AP ADC Script developed in Post Office domain
may be the underlying cause of the issue.
015-03-02 17:80:41 [ POA~
DIoutADD : From ATOSSDM12: 2015/03/02 17:49:34 GMY Log Comment From: Brearley, Sharon
ent: Monday, March 02, 2015 11:16 PM
Wo: Rebecca Barker; ITSupplierManagement
c: Post Office Service Desk; POLServiceManageme!
Incident Management; Thomas, Tan
Subject: RE: 16809136 / A7701255 - Meanwood Branch ~ Unable to Connect to the Data Center
i Rebecca
I have referred this matter to our Operations Security Manager to raise with POL Security as I have not seen any documented
process to support this and I?m not comfortable Atos Desk taking instruction from a branch to remove transactions as I?m unsure
We are authorised to do this ? for example how would we even validate who the PM is. With all the issues relating to Second
‘ight, I just want to make sure we have an agreed process that POL Security have agreed to. In the meantime, if this is an
existing process, can you provide me with a copy p.
Many thanks, Sharon
IT-Solutions R SMC Posto:
Brahmbhatt, Rina; Branch Support Tear
Sharon Brearley
Service Manager ? Post Office
Longfields Court
liddleswoods Way
gharncliffe Business Park
arlton
Barnsley, S71 3GN
hwy atos.net
Prom: Branch Support Team GRO
ent: Friday, February 27, 2015 i718 2M
Ho: IT-Solutions R SMC PostOffice Incident Management; Branch Support Team
c: Post Office Service Desk; 1fSupplierManagement; POLServiceManagement ; Brahmbhatt, Rina; Brearley, Sharon; Rebecca Barker
ubject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
ALL,
Please see reply from Rebecca Barker sent 26/02.
i SM
The process for this type of issue is that the authorisation for this is to be gained from the subpostmaster only.
je cannot authorise
egards
2015-03-02 21:57:55 [ POA-HDT]
DloutADD : From ATOSSDM12: -
mail from Rebecca
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
2015-03-02 22:16:38 [ POA-HDT]
DIOutADD : From ATOSSDM12: -
mail from Rebecca
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
2015-03-02 23:51:15 [ POA-HDI]
DIoutADD : From ATOSSDM12: -
Email from Ian
16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
F/1315/16
POL00002492
POL00002492
015-03-03 08:47:27 [ TS Connector]
DIinSRS : Provider Ref: PCO241242
esolution Details: Update by Sudip Sur:Category 68 -- Final -- Administrative Response:I am
returning this call back as 2OL have not formally authorise to remove this session.
2015-03-03 08:47:28 [ POA-HDT]
zneur_en_poa : Status changed from ‘Acknowledged’ to
015-03-03 08:47:28 [ POA-HDI]
RE : Status changed from ‘Acknowledged"
"Resolved"
2015-03-03 10:10:18
(DloutADD : From 8:54 GMT Log Comment Dale called in to make a follow up for ticket 16809136, at the
nset of the call, he is already upset, he said that his system has been down since last week and it is unacceptable, he would
like to speak with a sup, deescalate the call, would like to received a callback around 12:30 froma sup, consulted PA April for
updates
015-03-03 10:23:44 [ Watts, James Marcus]
zneut_en_poa : Transfer Notification
015-03-03 10:37:00 [ Watts, James Marcus]
DIoutSTU : Atos called ofr the latest update, given latest update
2015-03-03 10
zneut_en_poa
a
3:41 [ Cowie, Ross Silverstone]
Transfer Notification
2015-03-03 11:03:43 [ POA-HDI]
DIoutADD_: From ATOSSDM12: 2015/03/03
2:31 GMT Enquiry Nam
PAD Code: 2693232
Location: Meanwood
ode: 04
ummary: Status Call - 168091
6 I A7701255
din for an update for the Incident
- Advice Kam that the Software team is still awaiting for authorization to delete session
- Advice that the team is still awaiting for response for POL
- PM is pressing that she needs the incident resloved as soon as possiable
- Advice will update the Log and keep the team aware for her concerns
2015-03-03 11:24:20 { POA-HDI]
DToutADD : From ATOSSDMI2: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
email by April Padilla in which POSD was copied
015-03-03 12:07:24 [ POA-HDI]
DIowADD : From ATOSSDMI2: 2015/03/03 12:04:34 GMT Log_Comment - Supervisor Log
Spoke with Ian H. of Service Management (Incident was endorsed to him by Ian Thomas)
- Lyne Conversation
jumphries, Tan 7:01 PM
I've asked Fujitsu if they would accept a note from POL to say we have delegated authority.
ichey need to check with their Security team
- Call branch, spoke with KAM
Provided the update from Ian H.
- PM is not yet satisfied with the update
- Apologized to PM for the delay and informed her that I wil
give her another call within the day for updates
015-03-03 12:38:20 [ POA-HDT]
DIOULADD : From ATOSSDMI2: 2015/03/03 1
126.2323. Meanwood
GRO I
fF calling in for reference 16809136
advised Martin that this has been already escalated to POLServicemanagement and they are the ones currently looking into getting
lan approval from POL for the authorization to delete the specific transaction.
vised him that the update would be given within the day.
0 not happy to hear about the update.
Advised that this has already been highlighted at the servicedesk and the Polservicemanagement team already as soon as an update
is available the desk will contact both of them.
6:01 GMT Log_Comment Martin (manager of KAm)
0015-03-03 14:21:58 [ POA-HDI]
DToutADD : From ATOSSDMI2: 2015/03/03 1
0:31 GMT Log_Comment Received Email from Ian thomas, addressed to Ian Humphries
2015-03-03 14:26:52 [ POA-HDI]
DIoUtADD : From ATOSSDMI2: ~
from Tan Thomas.msg —-~
email from ian thomas, addressed to ian humphries
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center - Email
015-03-03 17:17:45 [ POA-HDI]
DToutADD : From ATOSSDM12: 2015/03/03 1
iche approval
3:47 GMP Log Comment - Called PM and advised them that ATOS is still chasing POL for
- lyne conversation with Tan H.
umphries, Ian 10:42 PM
just spoke to Rebecca Barker who has been in touch with a POL contact. They are asking for details of the transaction.
I sent over the information provided by Fujitsu but will see if there is anything further in the incident log.
jopefully I can get someone in POL to authorise.
- PM is asking for an ETA, apologized to PM that we can't provide an ETA because the approval will come from POL and it is
already out of our hand BUT advised her that will continue chasing this ticket POL
F/1315/17
POL00002492
POL00002492
Yh will update PM tom
2015-03-03 17:18:48 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/03/03 1
GMP Log Comment - Called Martin (manager of KAm)
015-03-04 11:02:24 [ POA-HDI]
DIOUtADD : From ATOSSDM12: 2015/03/04 10:59:31 GMT Log Comment Received mail from Sandie B (Fujitsu SDM) as below:
an you please chase POL for authorision to delete the transactions ? the PM is constantly chasing out 4th line support time
an you treat this as an escalation and provide an update to the PM on your actions to get this resolved
Fujitsu requested to escalate the call.
2015-03-04 11:08:02 [ POA-HDT]
JADIOUtADD : From ATOSSDMI2: 2015/03/04 10:59:31 GM Log Comment Received mail from Sandie B (Fujitsu SDM) as below:
can you please chase P01 for authorision to delete the transactions ? the PM is constantly chasing out 4th line support time
treat this as an escalation and provide an update to the PM on your actions to get this resolved
: requested to escalate the call.
04 11:14:12 [ POA-HDI]
DIoutADD : From ATOSSDM12: 2015/03/04
3:02 GMT Log Comment Chased Service Management and Ian H for updates.
0115-03-04 11:21:21 { POA-HDI]
HDIoutADD : From ATOSSDM12: 2015/03/04 11:19:56 GMT Log Comment Jackie from Fujitsu MAC called in to chase the ticket. Asked for
‘advise from TL Eden and she spoke with Jackie and explained the current status
2015-03-04 11:22:27 [ POA-HDI]
DIOUtADD : From ATOSSDMI2: ----Attachement A771125916815009 ~ From MAC.msg
mail update from MAC, this is already with POLservicemanagement team
2015-03-04 11:35:37 [ POA-HDI]
IHDIoutADD : From ATOSSDMI12: ----Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
mail sent to Atos Service Manager and an T. chasing the approval from POL
2015-03-04 11:38:31 { POA-HDI]
HDIoutADD : From ATOSSDM12: 2015/03/04 11:36:35 GMT Log Comment ~ Spoke with Jacquie
- Atos is still awaiting for the approval from POL
- Sent an email to Atos Service Managers to request assistance in chasing the approval needed
- See attached email for reference
2015-03-04 11:48:08 [ POA-HDT]
(DIOutADD : From ATOSSDM12: 2015/03/04 1
ent: Wednesday, March 04, 2015 5:13 PM
"0: CASTRO, Eden; Thomas, Ian; PADILLA, April
c: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LLOMATAO, Mel; GALICIA, Lucky; Brady, Danielle; Humphries, Ian; Egan, James
RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
7:01 GMP Log Comment From: Brearley, Sharon
This has been escalated to Post Office via Ian Humphries yesterday, Atos are awaiting response but the issue seems
co be that POL do not seem to be able to confirm who this responsibility sits with hence the delay.
Regards, Sharon
haron Brearley
Service Manager ? Post Office
GRO
lrangrietas ture
iddleswoods Way
gharncliffe Business Park
Carlton
Prom: CASTRO, Eden
ent: Wednesday, March 04, 2015 11:33 AM
To: Thomas, Ian; PADILLA, April; Brearley, Sharon; Humphries, Ian; Egan, James
ic: Post Office Service Desk; POLServiceManagement ; Brahmbhatt, Rina; IT-Solutions R SMC PostOffice Incident Management;
LOMATAO, Mel; GALICIA, lucky; Brady, Danielle
subject: RE: 16809136 / A7701255 - Meanwood Branch - Unable to Connect to the Data Center
i, all.
The desk received a call from FJS Team, they are chasing the approval from POL so that they can proceed with deleting the
ession. The PM keeps on calling them for an update.
James, can you please help us chasing the approval from Rebecca Barker since Ian H is out today? As per my last conversation
sith Ian yesterday, he is coordinating with her for the approval.
Ma. Eden B. Castro
ervice Desk ? Team Manager
15-03-04 14:46:32 [ POA-HDI]
DIoutADD : From ATOSSDM12: ~
Received approval from POL
-Attachement RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg
F/1315/18
POL00002492
POL00002492
#2015-03-04 14:48:41 [ POA-HDI]
DIOutADD : From ATOSSDMI2: 2015/03/04 14:47:04 GMT Log Comment - Received approval from POL
- We will contact FJS to proceed with deleting the transaction
2015-03-04 15:00:17 [ POA-HDI]
MMDIoutADD : From ATOSSDM12: 2015/03/04 14:57:40 GMT Log Comment -
Received email from Sharon Brearley of POLserviceManagement
avised that the authorization has been provided by POL
“Forwarded the authorization to Fujitsu/MAC
Please see attached file
Team
2015-03-04 15:00:18 { POA-
DIOUtADD : From ATOSSDML -Attachement RE 16809136 A7701255 - Meanwood Branch - Unable
from Sharon Brearley with POL Authorization.msg ---
fail from Sharon Brearley with POL Authorization
015-03-04 19:04:30 [
DIoutADD : From ATOSSDML
he authorization.
Connect to the Data Center - Email
2015/03/04 15:02:55 GM? Log Comment called MAC spoke to MAnpreet team to informed him that we sent
{2015-03-04 15:10:00 { Dhillon, Manpreet Singh]
[oc : Bmail sent to SSC duty mail box with authorisation to delete session.
2015-03-04 15:11:04 { Dhillon, Manpreet Singh]
[zneut_en_poa : Transfer Notification
Mransfer Group from 'POA-FJ-ATOS' to 'POA-FJ-PEAK*
Date:04-Mar-2015 15:25:08 User:Adam Woodley
Evidence Added - Email sent to SSC 0M with approval to delete session
Date:04-Mar-2015 15:45:59 User: Customer Call_
Prom ATOSSDM12: ~
Mail from IM.
ment RE 16809136 A7701255 - Meanwood Branch - Unable to Connect to the Data Center.msg ~~~
Eden Castro's emati.taz
whomas, Tan ltl. ‘GRO PADILLA, April & GRO
alt, GRO fimpheies, Ian sid GRO
GRO.
Date:04-Mar-2015 16:30:08 User:Sudip Sur
whe Call record has been assigned to the Team Member: Sudip Sur
Progress was delivered to Consumer
og Comment “attached email update from problem managenent to TH, service managenent at
POSD OPS:
for this is GY:P6335678.
Could you please provide us with the following details so that we can request Fujitsu to raise a corresponding PR ticket.
Date and time of first incident detected
+ Description of symptoms
Volumes of incidents
business area(s) impacted
Affected service(s)
Details of current workaround in place
+ A list of all incident references for both ongoing and closed tickets
‘ind Regards,
Robert Shaw
jobert Shaw
Problem Analyst
- Unable to Connect to the Data Cent
re .msg -—~
- Unable to Connect to the Data Center.msg ---
mail from IM
:
‘Date:05-Mar-2015 08:45:17 User:Sudip Sur
Warget Date/Time updated: new value is 13/03/2015 18:39
[start of Response]
Envestigating
[End of Response]
:
F/1315/19
POL00002492
POL00002492
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
esponse was delivered to Consumer
jate:05-Mar-2015 12:46:06 Uscr:_Customer Call,
From ATOSSDMI2: 2015/03/05 12:47:36 GMT Log Comment From: Ibrahim xizildag GRO
sent: Thursday, March 05, 2015 6:01 PM
ITSupplietManagement; IT-Solutions Post Office complaints ; IT-Solutions R SMC PostOffice Incident Management
Humphries, Ian
subject: RE: Meanwood Post Office- Branch Code2693232
Hi Rebecca;
ind Regards;
vahim Kizildag Team Leader
ITSupplierManagement.
0S March 2015 12:05
Ibrahim Kizildag;
Ian Humphries
Subject: RE: Meanwood Post Office~ Branch Code2693232
} IT-Solutions R SMC PostOffice Incident Management
Hi Tb
you have copied complaints into the mail, this is currently with the incident management team. Anne Allaker has
greed for the transaction to be cleared.
TM please could you keep the branch updated
ecks
Tbrahim Kizildag
c: ITSupplierManagement
Subject: RE: Meanwood Post Office- Branch Code2693232
Hi Rebecca and Paula
ranch haven?t had any response and their terminal is still down and PM said it has been down last two weeks, PM is not happy
ind she said she is loosing customers and wants a solution asap. I also haven?t had any response from ATOS also.
‘ind Regards;
ldag Team Leader
co: TREUPPTTSTHAE
Subject: RE: Meanwood Post Office- Branch Code2693232
i All:
Please see attached email, is there any update for this complaint?
‘ind Regards;
Tprahim Kizildag Team Leader
NBSC
Dearne House
Cortonwood Drive
Kendra Dickinson
Meanwood Post Office- Branch Code2693232
I took a manager call from Meanwood Post Office, branch code is; 2693232 . PM said one of the counter has not been working since
last week and engineer visit has been arranged for last Monday but engineer failed to attend to this site , branch contacted
ervice desk and option 7 numbers of times this week but nothing has been done and service desk have not provided any help and
chey referred PM to NBSC and ask for a manager. Can you please investigate this complaint asap and provide a response to PM.
ervice desk reference number is; 16809136. PM is not happy and wants a resolution asap.
F/1315/20
POL00002492
POL00002492
i Paula and Rebecca;
Wis 1s the second case this week , service desk referred branch to NBSC and their complaints have not been addressed. Has the
process changed regarding service desk complaints?
Kind Regards;
brahim Kizildag Team Leader
NBSC
Dearne House
ortonwood Drive
Date:05-Mar-2015 12:46:07 User:_Customer Call
Prom ATOSSDM12: Attachement RE Meanwood Post Office- Branch Code2693232.msg ~~~
email to supplier team
Date:05-Mar-2015 12:48:45 User: Customer Call_
2015/03/05 12:47:
] spoke to dale informed about the statu
ate:05-Mar-2015 14:45:49 User:Sudip Sur
Start of Response]
(TFS:A7711259 was raised on 24/2/15 in order for ATOS to obtain permission from POL to delete
jot sure why it has taken so long for authorisation to arrive!
his Health Lottery session. I am
Finally we received the necessary permission yesterday 4/3/15.
I have produced a work around for this issue and cur:
live estate.
ently waiting for development to validate my solution before I implement on
nce this
Hhich is also stuck along wi
has been resolved we will supply the necessary reconciliation details to POL (using BIMS) for the Banking transaction
nh the Health Lottery txn
{End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
esponse was delivered to Consumer
Date:05-Mar-2015 15:46:35 User:Sudip Sur
SU please do the necessary reconciliation for the following:
This office was doing the following cash withdrawal txn for £70.66 on 23/2/15 @10:46.
Whe session also contained a non financial Health Lottery txn.
Whe settlement failed due to poor communication with the data centre. The disconnected session receipts were printed which
‘advised PM to pay the money out. Spoke to PM who confirmed that the money exchanged hands.
Ihnen PM tried to log back the recovery kicked-in. However the Health Lottery APADC recovery script failed and left counter
unusable .
esterday POL Branch Support team authorised us to remove/update the session.
‘Today I have carried out and completed the task. PM is now able to use the node again.
econciliation needed for the banking transaction:
The cash withdrawal txn was authorised and PM said they paid the money out.
this will leave this office £70.66 short (cash shortage) as the session not completed fully.
POL need to do appropriate reconciliation; transaction correction
SU: Please send the call back to me once BIMs have been raised.
Date:05-Mar-2015 15:53:08 User:Sudip Sur
cord has been transferred to the team: MSU-Indt Mgt
the Call record has been assigned to the Team Member: Tyrone Cozens
Progress was delivered to Consumer
sg
Date:05-Mar-2015 16:06:49 Us
correction:
MSU please note that it was a CAPO cash withdrawal for £140 and NOT £70.66.
0-269323-4~-4536297-1
or:Sudip Sur
ate:05-Mar-2015 16:12:04 User: Tyrone Cozens
Update by Sudip:
F/1315/21
POL00002492
POL00002492
fPlease note that it was a CAPO cash withdrawal for £140 and NOT £70.66.
§00-269323-4-4536297-1
Date:05-Mar-2015 16:26:16 User:Sudip Sur
ference Added: MSC Task 04370086258
a
‘Date:06-Mar-2015 10:48:23 User:Jason Muir
BIMS has been sent to POL. Returning call to SSC.
has been transferred ©
Progress was delivered to Consumer
‘Date:06-Mar-2015 10:49:50 User:David Seddon
Whe Call record has been assigned to the Team Member: Sudip Sur
Progress was delivered to Consumer
7
Date: 09-Mar-2015 09:06:56 Use
{[Start of Response]
ihe work was completed on Thursday 5/3/15 and advised PM that they should be able to logon.
:Sudip Sur
eM confirmed that everything was ok.
1 have also advised MSU to do the necessary reconciliation and raise BIMS with POL for the Cash withdrawal txn for £140
whis call may now be closed.
(End of Response]
gResponse code to call type L as Category 95 Final Advice after Investigation
Routing to Call Logger following Final Progress update.
ervice Response was delivered to Consumer
Date:09-Mar-2015 09:06:56 User:Sudip Sur
ALL PCO241242 closed: Category 95 Type L
‘pate:09-Mar-2015 09:08:22 Uscr:_Customer Call_
‘Call Reference:A7701255 Withdrawn by Consumer
[transfer Group from 'POA-FJ-PEAK' to 'POA-FJ-Service Desk*
Date:09-Mar-2015 12:44:29 User: Customer Call_
consumer XXXXXX@TFSO1 has acknowledged the call closure
Gen - Outside Program Control
HING-X Platforms - Horixon Counter (CNH) (version unspecified) “smn —
Customer Call
F/1315/22