POL00002493
POL00002493
Peak Incident Management System
PC0241528
Reported In -- HNG-X 10.00
Live Incidents/Defects
Customer Call_ -- EDSC
C -- Non-critical
Closed-- Advice after Investigation
“'043T0086557
DevintRel-Director Live Supp.Test
TRIOLEforSevice =—=—=<“is~‘“‘CATZSC“‘(C;DS*‘(<
Date:03-Mar-2015 17:48:29 User:_Customer Call_
‘ALL PCO241528 opened
Details entered are:-
Summary:Health Lottery Recovery Failure on node 1
call Typ:
fall Priority:c
jarget Release:HNG-X 10.00
Routed to:EDSC - _Unassigned_
Customer Call_
DENT MANAGEMENT
Date/Time Raised: Feb 23 2015 4:46PM
Priority: C
(Contact Name: 14928,._Lsdd.
"Contact Phons RO.
Originator: XXXxXX@TFSOL
riginator's reference: A7700407
Product Serial No:
Product Site: 145925
Wransfer Note: Transfer Group from 'POA-FJ-ATOS'
to 'POA-FJ-PEAK?
while investigating PC0241216; State:4 Banking txn, I identified a separate issue.
n 21/2/15 User started SESSION: 1-893961
This session contained two transactions:
1. Health Lottery txn 00-145925-1-3891960-1
Banking txn 00-145925-1-3891961-1
aa
Whe Health Lottery txn 00-145925-1-3891960-1 was authorised and the receipt was printed.
However PM didn’t settle the txn basket.
While still logged on Node:1, PM then logged on Node:2 at 14:20pm.
Jser: HPAQO2 was warned about the concurrent login and the session on Node:1 will fail. But the PM carried on login on Node:2.
Whis caused Both txns to fail on Node:1.
n 23/2/15 when the user attempted to logon on Node:1, the recovery kicked-in. But the recovery failed due to Health lottery
DeScript failure and preventing User Logon. Currently this is in @ loop.
Please raise a TFS call with ATOS and ask POL to formally authorise us to delete this Health Lottery session so that office is
lable to use Node:1 again. This will enable the office to use Node:1 again quickly.
If nothing is done then after 5 days both tx:
s will enter into failed transaction state and will have to be removed manually.
Incident History:
#2015-02-23 16:46:38 [ Millman-Sanford, Mary Jane]
INIT : Create a new request/incident/problem/change/issue
Mary Jane]
(2015-02-23 16:48:24 [ Millman-Sanford, Mary Jane]
jneun_en_poa : Open Notification
:00 [ Millman, Eyona ]
to Atos.
5 [ Millman, Erna ]
F/1320/1
POL00002493
POL00002493
fneut_en_poa : Transfer Notification
2015-03-03 10:57:00 [ Cowie, Ross Silverstone]
LOG : Chased with Atos
#2015-03-03 17:40:00 [ Gardiner, Stephen ]
1L0G : Please pass this call into PEAK FAO EDSC for advice and guidance.
"fo my knowledge POL have not formally authorised us to delete the Health Lottery sessions Node 1 (Lydd - FAD 145925). I am
therefore assuming that node 1 is still in a loop?
I believe transactions will now have entered into failed transaction state and will have to be removed manually as we have
xceeded the 5 day period to rectify the issue
2015-03-03 1 1 [ Millman-Sanford, Mary Jane]
zneut_en_poa : Transfer Notification
Transfer Group from 'POA-FJ-ATOS' to 'POA-FJ~PEAK"
4
i
mn
ate:04-Mar-2015 07:30:23 User: Customer Call_
update from atos:
‘e
jello,
We logged the case as requested.
For your reference 16851915.
‘Date:04-Mar-2015 08:20:59 User:Darran Avenell
‘roduct EPOSS & DeskTop -- Counter Common (version w
specified) added.
Date:04-Mar-2015 08:21:50 User:Darran Avenell
[Start of Response}
PRESCAN
Comments.
KEL Reference:
surs10348
Sudip
signed Use:
[End of Response]
esponse code to call type L as Category 40 -
esponse was delivered to Consumer
tt Under Investigation
Date:04-Mar-2015 08:21:55 User:Darran Avenel
the Call record has been assigned to the Team Member: Sudip Sur
rogress was delivered to Consumer
Date:0d-Mar-2015 09:11:15 User:Sudip Sur
[Start of Response]
‘Our development team still investigating the original call. But we believe the failure lie in POL provided
"ADCScript .ADCScript-THL Recoveryl" recovery script.
je hoped that the five day recovery rule will fail this session, but that has hasn't happened due to script failure.
cg
s the session contains financial values, POL need to authorise us to delete the session for formal reconciliation.
Please ask ATOS to get in touch with correct POL team for authorisation.
[End of Response]
sponse code to call type L as Category 68 -- Final -- Administrative Response
Routing to Call Logger following Final Progress update.
ervice Response was delivered to Consumer
‘Date:04-Mar-2015 09:11:15 User:Sudip Sur
‘ALL PCO241528 closed: Category 68 Type L
:
bate:04-Mar-2015 09:11:15 User:Sudip Sur
Defect cause updated to 42 -- Gen - Outside Program Control
:
bate:20-Mar-2015 11:04:25 ‘ser:_Customer Call_
a
TALL PCO241528 reopened by Customer Call_
bbate:20-Mar-2015 11:04:25 User: Customer Cal_
Wransfer Note: Transfer Group from 'POA-FJ-ATOS' to 'POA-FJ-PEAK*
While investigating PC0241216; State:4 Banking txn, I identified a separate issue.
:
F/1320/2
POL00002493
POL00002493
In 21/2/15 User started SESSION: 1-893961
‘his session contained two transactions:
1. Health Lottery txn 00-145925-1-3891960-1
2. Banking txn 00-145925-1-3891961-1
‘The Health Lottery txn 00-145925-1-3891960-1 was authorised and the receipt was printed.
jowever PM didn’t settle the txn basket.
While still logged on Node:1, PM then logged on Node:2 at 14:20pm.
Jser: HPAQ02 was warned about the concurrent login and the session on Nod
This caused Both txns to fail on Node:1.
will fail. But the PM carried on login on Node
gon 23/2/15 when the user attempted to logon on Node:1, the recovery kicked-in. But
peScript failure and preventing User Logon. Currently this is in a loop.
the recovery failed due to Health lottery
(Please raise a TFS call with ATOS and ask POL to formally authorise us to delete this Health Lottery session so that office is
lable to use Node:1 again. This will enable the office to use Node:1 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.
015-02-23 16:46:38 { Millman-Sanford, Mary Jane]
INIT : Create a new request/incident/problem/change/issue
2015-02-23 16:48:24 [ Millman-Sanford, Mary Jane]
zneut_en_poa : Transfer Notification
2015-02-23 16:48:24 [ Millman-Sanford, Mary Jane]
zneun_en_poa : Open Notification
15-02-23 17:12:00 { Millman, Emma ]
LOG : Email sent to Atos.
15-02-23 17:12:15 [ Millman, Emma }
zneut_en_poa : Transfer Notification
2015-03-03 10:57:00 [ Cowie, Ross Silverstone]
LOG : Chased with Atos
§2015-03-03 17:40:00 [ Gardiner, Stephen }
IG : Please pass this call into PEAK FAO EDSC for advice and guidance.
ifo my knowledge POL have not formally authorised us to delete the Health Lottery sessions Node 1 (Lydd - FAD 145925). I am
‘therefore assuming that node 1 is still in a loop?
I believe transactions will now have entered into failed transaction state and will have to be removed manually as we have
xceeded the 5 day period to rectify the issue
2015-03-03 17:47:41 [ Millman-Sanford, Mary Jane]
zneut_en_poa : Transfer Notification
15-03-03 17:48:49 [ TfS Connector]
DIinACK : Provider Ref: PC0241528
015-03-04 07:29:00 [ Watts, James Marcus]
DIoutADD : update from atos:
ello,
je logged the case as requested.
For your reference 16851915.
015-03-04 08:22:23 [ TES Connector]
DIinSTU : From PINICL: Update by Darran Avenell:Category 40 -- Pending -- Incident Under Investigation:
KEL Reference: surs1034R
ssigned User: Sudip
2015-03-04 08:22:24 [ T£S Connector]
DIinSTU : From PINICL: Update by Darran Avenell:Call routed to Team:EDSC Member:Sudip Sur
015-03-04 09:11:49 [ TES Connector]
DIinSRS : Provider Ref: PCO241528
esolution Details: Update by Sudip Sur:Category 68
investigating the original call. But we believe the f
iscript.
Final -- Administrative Response:Our development team still
ilure lie in POL provided "ADCScript -ADCScript-THL_Recovery1"
covery
je hoped that the five day recovery rule will fail this session, but that has hasn't happened due to script failure.
s the session contains financial values, POL need to authorise us to delete the session for formal reconciliation.
F/1320/3
:
‘t'm only aware of one incident
2015-03-04 09:1.
zneur_en_poa
of
: POA-HDT]
Status
changed from 'Acknowledged' to 'Resolved"
015-03-04 09:11:50 [ POA-HDI]
RE : Status changed from ‘Acknowledged' to 'Resolved"
2015-03-04 0
DIoutADD :
29:00 [ Dhillon, Manpreet Singh]
Update forwarded to Atos
2015-03-04 09:29:17 [ Dhillon, Manpreet Singh]
Transfer Notification
zneut_en_poa
2015-03-13 09:15:00 [ Watts,
DIOutADD :
James Marcus]
015-03-13 13:45:00 [ Wilcock,
DIoutADD :
as already been done.
Jacqueline Denise]
9015-03-13 13:45:00 { Wilcock, Jacqueline Denise]
DIoutADD : Update from Post Office Brach Support
i,
deleted.
Pat, in Branch Support Team,
Thanks
§2015-03-16 08:36:00 [ Dhillon, Manpreet Singh]
log comments at 13/03/2015 13:45 as POL are unaware that Lydd PO is affected by such an issue.
DIoutADD : Please ignore both
PSB email provided from PO:
i,
I haven't received any request for Lydd 145925,
hanks
nne
015-03-16 08:37:00 [ Dhillon,
DIoutADD : Email sent to Atos
ibrovided to delete session.
Manpreet Singh]
2015-03-16 15:43:00 [ Dhillon,
DIoutADD : Response from Atos:
Manpreet Singh]
i Team,
As soon as we receive notif:
tion, we'll let you know.
Many thanks!
Lady Anne D. Noces
2015-03-18 1
DIOUtADD =
015-03-20 10:59:00 { watts,
DEOutADD +
2015-03-20 11:03:33 [ Watts, James Marcus]
zneut_en_poa : Transfer Notification
ransfer Group from 'POA-FJ-ATOS' to
23
0 [ Wilcock, Jacqueline Denise]
Jawes Marcus]
*POA-FJ-PEAK*
Date:20-Mar-2015 11:08:09 User:Gary Maxwell
‘The Call record has been assigned to the Team Member:
Progress was delivered to Consumer
Sudip Sur
Date:20-Mar-2015 11:17:13 User:Sudip Sur
Please ask ATOS to get in touch with correct POL team for authorisation.
emailed atos to chase up a further update regarding this incident
E mail sent to POA DM for advise as Peak were waiting for the authorisation to delete but PO are now saying this
es I did authorise deletion however neither I nor our Network Teams received any confirmation that the session had been
however did remain in contact with the postmaster and has confirmed with the branch that the
ession was deleted and they are able to use the Horizon kit again.
Could you please contact whoever is needed (Fujitsu I presume) and confirm that this is the case please. Alternatively it
ould be good to know who is responsible for providing confirmation of incident closure.
that needed to be resolved for Meanwood branch FAD code 269323.
and I'm unable to authorise something that I have no detail for.
advising of issue at site, and that it requires POL to be briefed so that authorisation can be
request for authorization has been sent to POL and we are currently awaiting response.
Atos have requested update - have advised need to still get the required authorisation from POL
POL have emailed over a formal email to confirm the deletion which I have forwarded on.
POL00002493
POL00002493
F/1320/4
POL00002493
POL00002493
fvarget Date/Time updated: new value is 31/03/2015 17:48
[Start of Response]
iextending the deadline as no POL authorisation attached to this call yet.
[End of Response]
esponse code to call type L as Category 40 -- Pendin
Response was delivered to Consumer
- Incident Under Investigation
Date:20-Mar-2015 11:35:24 User:_Mail Manager_
Added evidence item ‘OriginalEmail.eml' from Email attachment
jxternal Progress Update Receiy
riginator : SSC Duty Manager {
Sent Date : Fri Mar 20 11:30:07 GMT 2015
Subject : POL Approval - Lydd 145925 - 16809429 I A’
700407
‘rom: IT-Solutions R SMC PostOffice Incident Management { GRO
Sent: 20 March 2015 10:30
To: MAC
c: Egan, James
Subject: FW: Lydd 145925 - 16809429 I A7700407
Please see the below mail got from Patricia for authorization.
‘Could you please look into the matter as its urgent.
Thanks & Regards,
Prakash Sali
Incident/Request Management - UK SMC
pineaned ‘GRA 1
GRO H
fumbai- 79. INDIA
hws .atos net<http: //uww.atos.net/>
[cid: image004 .png@01D06326.F24ACD80)
Patricia Bursi [
viday, March 20, 2015 1:43 PM
Egan, James
: Anne Allaker; Sue Richardson; Branch Support Team
Subject: RE: Lydd 145925 - 16809429 I 47700407
i James
ssuming this is the same issue as at Meanwood with no loss or gain to the office, I will authorise for this transaction to be
removed at Lydd to allow the office to balance etc.
Could you please keep myself and Anne updated on developments with these issues.
E
so could you please advise when this has been cleared from Lydd and the PM is informed
any thanks for your help
[cid: image001.png@01D062E5.£9835020]
Patricia Bursi
Branch Support Team Leader
Ast Floor Dartford Crown Office
19 Hythe st
Dartford
ent DAL 1AB I
fice phone.
from: Egan, James GRO H
19 March 2015 16:46
fo: Patricia Bursi
(Cc: IT-Solutions R SMC PostOffice Incident Management; ITSupplierManagement
Subject: RE: Lydd 145925 - 16809429 I A7700407
(Good afternoon Patricia,
I hope you're well.
Apologies to involve you in this issue again; I've been looking into the ticket and it looks like crossed wires have led to
onfusion over deletion of the session at Lydd Post Office. With Meanwood being referenced a number of times in the below
jemail chain, I believe there has been a misunderstanding on the Service Desk as to whether authorisation was being provided
ifor Meanwood, Lydd, or neither Branch.
‘he frequency of these issues has been noted and as of early March there is a Problem Record open from our side to try to
establish why this is occurring so frequently for Health Lottery, and how it can be stopped. To be candid we’re currently
F/1320/5
POL00002493
POL00002493
y
relying on an interim process and it was arguably only a matter of time before we hit an issue (Anne being out of office).
present we are looking at a frozen counter where the only viable means of restoring service to the Branch is to delete the
data which is causing this; unfortunately Atos are not permitted to authorise this as per Fujitsu's stringent processes.
If this makes sense, I’d be really grateful if you'd be able to send me just a few words stating you are happy for the
transaction to be removed at Lydd.
f course, please let me know if you've any questions, though. Apologies once again for involving you in this.
Best regards,
ames Egan
Service Manager — Post Office
lalexander.egarl
GRO
[cid: image011.png@01D062E5.DBBC2DC0}
i Tan/Sharon
Please see below and attached another issue where we are being asked to authorise removal of a transaction without any
lnderstanding of the issue. I am aware recently of Meanwood office where Anne Allaker exceptionally gave authorisation for the
removal of the transaction. (Please note Anne is on annual leave this week)
Below is an e-mail Anne sent to yourselves regarding this issue: Could you please advise if this was resolved as currently I
ave not given authorisation to remove this transaction and the office will need to be advised, the office is unable to
rollover or balance correctly.
E
vhis appears to be saying that the banking transaction recovery has worked correctly without any impact to branch or customer.
‘he recovery of the health lottery transaction however was not successful.
Tt appears that the postmaster followed the on screen prompts and proc y can that you confirm that for me please?
It doesn’t tell me whether there’s any impact to branch or customer for the Health Lottery Transaction but Pat has kindly rung
che branch and confirmed the customer isn’t impacted, nothing changed hands for the Health Lottery transaction, and there is
no branch discrepancy.
I’m therefore happy to authorise this session to be deleted so that the kit at the branch can return to BAU state.
I still need to understand the background to this type of enquiry, what has happened in the past, where would authorisation
ave been requested from. If a branch has followed process correctly that may explain why Network haven’t been asked for
uthorisation in the past but without identifying root cause or knowing past cases I don’t know where this should sit or why
Network need to make the authorisation.
[mat needs to happen now is that the reason for the unsuccessful recovery of the health lottery transaction needs to be
established so that if this scenario happens again the branch or customer isn’t impacted. who has responsibility for taking
hat. forward please?
Regards
[cid: image012.png@01D062E5.DBBC2DCO]
patricia Bursi
Branch Support Team Leader
Ast Floor Dartford Crown Office
19 Hythe St
Dartford
bostline:I
from: Branch Support Team
Sent: 17 March 2015 13:46
Patricia Bursi
PostOfficeServiceDesk; Caroline A Hoare
Subject: FH: Lydd 145925 - 16809429 I A7700407
i Pat,
Please see below and attached email - Anne is on leave?
Thanks,
[cid: image013.png@01D062E5.DBBC2DCO]
‘Tina Gibson
Branch Support Team
F/1320/6
POL00002493
POL00002493
iartford Crown Office, 1st Floor,
19 Hythe street
Dartford DAL 1AB
‘rom: PostOfficeServiceDesk
ent: 17 March 2015 13:39
Branch Support Team
FW: Lydd 145925 ~ 16809429 I A7700407
lease see email thread below.
email authorization request.
Nou can just reply using this thread.
‘Should you need further assistance, please do not hesitate to contact us.
lany Thanks,
Nina Angeli Galang
Service Desk Analyst - Post Office Service Desk
Phone Number IVR Option 7)
GRO
[cid:image014. jpg@01D062E5.DBBC2DCO]
rom: Post Office Service Desk
Sent: Samstag, 14. MArz 2015 08:
fo: ‘Anne Allaker*
Subject: RE: Meanwood Post Office- Branch Code2693232 / 16809429 I A7700407
Hello,
Please confirm if your email authorization for MAC to delete Health Lottery session for A7711259 / 16815009 would be the same
authorization for A7700407 / 16809429 as both ticket incidents are identical in nature. PSB
Please send new authorization if needed.
our response is highly appreciated.
Whank you.
t_- Post Office Service Desk
iPhone Number GRO. KIVR Option 2),
box:f GRO H
[cid:image016. 3pg@01D062E5 . DBBC2DC0}
vac {[ GRO.
Saturday, March 14, 2015 1:28 AM
Office Service Desk
Meanwood Post Office~ Branch Code2693232 / 16809429 I A7700407
Good afternoon
i
ivhis query has been looked into and it appears that Branch Code 2693232 is associated to call references A7711259 / 16815009,
Jot those given in this email trail. The work for this branch was authorised and completed by our SSC team.
owever the calls mentioned in the previous emails, A7700407 / 16809429 related to Branch Code 145925 for 1
lfor this fix has not yet been given.
id, authorisation
lease escalate the authorisation for the fix to be completed.
F/1320/7
POL00002493
POL00002493
riday, March 13, 2015 4:39 PM
‘To: Post Office Service Desk
c: Humphries, Ian; ITSupplierManagement; Patricia Bursi; Ibrahim Kizildag
ct: RE: Meanwood Post Office- Branch Code2693232 / 16809429
es I did authorise deletion however neither I nor our Network Teams received any confirmation that the session had been
eleted.
Pat, in Branch Support Team, however did remain in contact with the postmaster and has confirmed wi
session was deleted and they are able to use the Horizon kit again.
h the branch that the
ould you please contact whoever is needed (Fujitsu I presume) and confirm that this is the case please. Alternatively it
ould be good to know who is responsible for providing confirmation of incident closure.
iWhanks
nne
[cid:image018.png@01D062E5. DBBCZDC0)
ine Allaker
Branch Support Programme
Jpper Floors, The Markets Post office,
6/16 New York Street,
sLeeds, LS2_7D2Z..
obilef
evidence item 'image005.png' from Email attachment
dded evidence item 'image01l.png' from Email attachment
Added evidence item 'image012.png' from Email attachment
Added evidence item ‘image013.png' from Email attachment
ded evidence item 'image014.jpg' from Email attachment
ded evidence item 'image016.jpg' from Email attachment
ded evidence item 'image018.png' from Email attachment
dded evidence item 'image001.png' from Email attachment
ded evidence item 'image003.png' from Email attachment
dded evidence item 'image004.png' from Email attachment
Date:23-Mar-2015 12:09:32 User:_Customer Call_
spoke to antosh at SMC for an update, he will chase this up soon as they have an update they will let us know
Customer Call_
update.
an SSC please advice on this.
Date: 23-Mar-2015 u
eference Adde
‘pate:23-Mar-2015 16:23:29 User:Sudip Sur
[Start of Response]
I have updated the failed session and the PM confirmed that he is now able to log on Node:1.
[End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under Investigation
esponse was delivered to Consumer
Date:24-Mar-2015 10:21:25 User:_Customer Call_
lupdate from Atos:
jello Team,
I have called branch and talk to PM, as per her mention incident got resolved and ready to close the ticket.
Date:24-Mar-2015 1
[Start of Response]
ISU please do the necessary reconciliation
F/1320/8
POL00002493
POL00002493
his office was doing a Banking txn 00-145925-1-3891961-1 cash withdrawal txn for £296.70 on 21/2/15 @14205
fhe session (1893961) also contained a non financial Health Lottery txn
ihe cash withdrawal txn were authorised and rec
However PM didn?t settle the txn basket.
nile still logged on Node:1, PM then logged on Node:2 at 14:20pm.
ser: HPAQO2 was warned about the concurrent login and the session on Node:1 will fail. But the PM carried on login on Node:2.
Whis caused Both txns to fail on Node:1.
ipt was printed
n 23/2/15 when the user attempted to logon on Node:1, the recovery kicked-in. But the recovery failed due to Health lottery
DeScript failure and preventing User Logon
POL Branch Support team have now authorised us to remove/update the on in order for PM to use the node again
I have carried out and completed the task. PM is now able to use the node again.
econciliation needed for the banking transacti
The cash withdrawal txn was authorised and PM should have paid the money out.
If PM paid the money out as printed on the receipt then customers account should be ok.
jowever this will leave this office £296.70 short (cash shortage) as the session not completed fully.
POL need to do appropriate reconciliation; transaction correction.
ISU: Please send the call back to me once BIMs have been raised.
[End of Respons!
Response code to call type L as Category 40 -- Pen
esponse was delivered onsumer
Date:24-Mar-2015 10:28:51 User:Sudip Sur
‘he Call record has been transferred to the team: MSU-Indt Mgt
Progress was delivered to Consumer
‘Date:24-Mar-2015 14:10:01 User:Jason Muir
BIMS issued to POL. Returning call to EDSC.
‘Date:24-Mar-2015 14:10:11 User jon Muir
The Call record has been transferred to the team: EDSC
Progress was delivered to Consumer
Dpave:24-Mar-2015 14:24:55 User:Chive Turrela
Whe Call record has been assigned to the Team Member: Sudip Sur
Progress was delivered to Consumer
Date:24-Mar-2015 16:17:03 User:Sudip Sur
“(start of Response]
All done.
his call may now be closed.
[lend of Response]
[Response code to call typ Category 95 -- Final ~~ Advice after Investigation
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
24-Mar-2015 16:17:03 User:Sudip Sur
20241528 closed: Category 95 Type L
Gen- Outside Program Control i iii
CustomerCall-EDSC
EPOSS & DeskTop -- Counter Common (version unspecified)
I Mar- 2015 16: 17- - Sudip Sur
F/1320/9