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Peak Incident Management System
Call Reference ]PC0273234 Call Logger I Customer Call_ -- EDSC
Release Reported In -- HNG-X Rel. Ind. ITop Ref INC 1249800
Call Type Live Incidents/Defects Priority IC -- Non-critical
Contact EDSC Call Status Closed -- No fault in product
Target Date 26/08/2018 Effort (Man Days) I0
Summary INC1249800 : FW: Failed Drop & Go Top Up - 22145833 - ATF:111423851
IAll References {Type Value
DevIntRel-Director Live Supp.Test
TFSNow INC 1249800
Collections Name User Date
SSCCBA Chad Daborn 21-Aug-2018 16:16:09
Progress Narrative
Date:21-Aug-2018 15:43:36 User: Customer Call_
(ALL PC0273234 opened
Details entered ar
Summary: INC1249800 :
Kall Type:L
(Call Priority:c
Target Release:HNG-X Rel. Ind.
outed to:EDSC - _Unassigned_
i: Failed Drop & Go Top Up - 22145833 - ATF:111423851
Date/Time Raised: Aug 21 2018 2:41PM
Priority: C
Contact Name: Overton Road 117844
reference: INC1249800
Product Serial No:
: Henk Bakke
: Tuesday, August 21, 2
fo: Post Office Service Des
ic: Stuart Banfield [7
subject: RE: Failed Drop & Go Top Up — 22145833
jello Service Desk,
ould you please assign the ticket to Fujitsu, to check logs at their end, based
lon the following:
fhe attached shows that session 527025 at counter 2 in branch 117844 on 31 July at
4:11 topped up a Drop & Go account. This was settled against a payment card. But
IDrop & Go account 22145833 shows no top-up on that date.
lso refer to Accenture's finding, reported below, that CDP logs do not show a
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ransaction for £30 on that date for any Drop & Go account.
rom other data we know that this customer regularly tops up by £30.
he mystery is how a Top Up of £30 came to be in the Horizon basket, without
ving been credited to any Drop & Go account. We have heard anecdotals of other
lsuch occasions, but never with adequate information to be able to investigate.
hanks and regards,
Caller : Overton Road 11794
(Caller Contact
onfiguration I
Location: 117844
jDate:21-Aug-2018 15:45:04 User: Mail Manager
dded evidence item 'OriginalEmail.emi' from Email attachment
xternal Progress Update Rec d Ei 1
xiginator : "MAC
sent Date : Tue Aug 2 : T
Subject : FW: Failed Drop & Go Top Up - 22145833 - ATF:111423851
dded evidence item '117844 - Transaction Log.jpg' from Email attachment
Date:21-Aug-2018 15:45:39 Use Customer Call_
21/08/2018 1 :59 - Jack Steptoe (Additional comments
ttachment & full email trail has been fwd to the PEAK
had Daborn
Counter App (CNT) (version unspec
Date:21-Aug-2018 16:16:28 Use
Product HNG-X Platforms -- HNG-—
Date:21-Aug-2018 16:19:10 User:Chad Daborn
[Start of Response]
PRESCAN
Comments:
EL Reference:
[End of Response]
esponse code to call type L as Category 40 -- Pending -- Incident Under
investigation
esponse was delivered to Consumer
Date:21-Aug-2018 16:19:19 User:Chad Daborn
(he Call record has been assigned to the Team Member: Joe Harrison
Progress was delivered to Consumer
Date:21-Aug-2018 17:03:30 User:Joe Harrison
[Start of Response]
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Phis is an instance of KEL cardc235Q. Counter 2 did receive the "MSG10802: Top Up
Timed Out" unsuccessful message but debited the customer "MALGORZATA SZCZESIAK" to
he amount of GBP 30.00 anyway.
s stated in the KEL "This may be an issue with script ADCScript-CDBalanceTopUp,
ra user error. [...] The DropaGo scripts are supplied and maintained by ATOS.
Therefore please route calls to ATOS."
lere are the keystrokes and messages from the counter, which might help Atos.
(Times are in UTC timezone.)
13:11:24,073 UTC Button : WS Home-1-55 / Drop & Go...
2 6 UTC Button : WS PostalServicesDG-1-24 / Count Mails
UTC Button : enter / Enter
UTC MSG1080 Check Parcels and Services Required
utc Button : 0 / OK to continue
UTC MSG10800: Check for Restricted & Prohibited Goods
utc Button : 0 / Continue
utc MSG10800: Confirm Drop & Go Customer
utc Button : 0 / Continue
MSG1080 Check Balance will cover costs
Button : 0 / Yes - Top-up
Button : enter / Enter
13:12:09,410 Button : 1 / Debit Card
13:12:12,235 Button : enter / Enter
MSG10800: Certificate of Posting Required?
Button : 0 / Yes
MSG10802: Top Up Timed out
Button 0 / OK
4 MSG10802: Top Up Unsuccessful
13:15:01,598 Button 0 / OK
5:07,767 Button plu / PLU
13:15:10,772 Button : previous / Previous
13:15:11,493 Button : settle / Settle
5:12,514 Button : WS-F-Settlement-1-62 / Chip & PIN
5:13, 366 MSG9992 Card Insertion or Present
5:14, 327 MSG1060 Card Inserted
13:15:18,423 Button : enter / Enter
5:18,473 MSG01436: Partner Bank
5:18,734 Button : 0 / Continue
13:15:19,705 MSGC096 PIN Entry
5:29, 690 MSG8002 ransaction Authorised
215:32,023 Button : 0 / Continue
[End of Response]
sponse code to call type L as Category 62 -- Final -- No fault in product
outing to Call Logger following Final Progress update.
service Response was delivered to Consumer
ate: 21-Aug-2018 17:03:30 User:Joe Harrison
‘ALL PC0273234 closed: Category 62 Type L
ate:21-Aug-2018 17:03:30 User:Joe Harrison
efect cause updated to 42 -- Gen - Outside Program Control
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Root Cause Gen - Outside Program Control
Logger I Customer Call_ -- EDSC
Subject Product I IHNG-X Platforms -- HNG-X Counter App (CNT) (version unspecified)
Assignee I Customer Call_ -- EDSC
[Last Progress 21-Aug-2018 17:03 -- Joe Harrison
F/1848.8.2/4
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