POL00028742
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ER Re
Peak Incident Management System
Cail Reference _ PC0247207 Call Logger -_Mail Manager_ -- EDSC
Release __ Reported In - HNG-X Rel. Ind. Top Ref al
Call Type Operational (SSC) Priority C -- Progress restricted
Contact : EDSC i Call Status Closed -- Administrative Response
TargetDate 26/10/2015 : : ~ Effort (Man Days) lo : I
‘Summary So Dalmellington Outreach Service PC0246997, PC0246949 x : I
Collections "Name : User ~~ Date ‘
SCOther Steve Parker (02-Nov-2015 10:39:29
Progress Narrative :
jDate:21-Oct-2015 13:35:02 User: Mail Manager_
ALL PCO247207 opened
petails entered are:-
junmary:Dalmellington Outreach Service PC0246997, PC0246949
call Type:0
call Priority:c
lrarget Release: HNG-X Rel. Ind.
Routed to:EDSC - _Unassigned_
ate:21-Oct-2015 13:35:02 User: Mail Manager_
MATL GENERATED INCIDENT
jDate/Time Raised: 2015-10-21 13:35:02
priority: C
equested Team: EDSC
Requested Product: SSC Adhoc Request
Requested Release: HNG-X Rel. Ind.
email Attachments: 1
riginator Email: Parker Steve ¢
Date:21-Oct-2015 13:35:01 User: Mail Manager_
dded evidence item ‘OriginalEmail.eml' from Email attachment
external Progress Update Received via Email.
riginator : Parker Steve{
ent Date : Wed Oct 21 13:30756 BSF Zoi5
Subject : Dalmellington Outreach Service PC0246997, PC0246949
jcan you check for existing KEL or raise one based on Peak incidents quoted below.
from: Wicks Tony I
}; Parker Steve
ts
+ FW: 17991774 I 2248433 I Dalmel
Service - horizon I transaction discrepancies # 1358666 -
i Anne,
I''m aware you are on leave until Monday 26th October and I’m on leave on the Monday to Wednesday next week (W/C 26th).
lease s¢e the e-mail chain below. From Peak and the e-mail chain I can see you did much of the investigation on this incident
land as you can see in the following e-mail it was concluded that Post Master could be advised how to avoid this happening and
hat to do if they did get into a transaction discrepancy situation.
ould you please produce a KEL covering this incident advising of the avoidance actions.
thank you
frony
lrrom: Wicks Tony
“kmaiito:Sandie. Bothick
ostOfficeAccount Dut
mailto :Steve.Bansa
Chambers Anne 0
p>; Arain Tariq
> POA DutyManager
SSC Duty Manager
mailto:Tariq.Arai
2248433 I Dalmellington Outreach Sérvice - horizon I transaction discrepancies + 1358666 -
17991774 I
ji Sandie,
Looking at Peak PC0246949 it appears to be derived from 17991774 and I found T£S incident A105041260. There is no Problem
ecord raised for this, however Peak PC0246997 was used by Development to investigate this. A code fix has been developed, but
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requires official testing and releasing, I’ve made enquires and unfortunately LST are unable to take the fix for testing in
Release 12,88 without significantly impacting that release to live.
s the condition can be avoided by Post Masters, i.e., by making them aware of the condition and advising them not to press
jenter multiple times, I propose that this is KEL’ed and included in the counter Release 13.05.
egards I
Irony I
From: Bothick Sandie
ent: 20 October 2015 12:06
JTo: POA DutyManager
jcc: Bansal Steve (BRAGT
t Dut yManage:
b>; SSC Duty Manager
coat yma litevseeay i
subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
i POA DM
jave PEAK make you aware of this issue?
Do you have a PR open ~ please see below from Atos in RED.
Below is what I sent to Atos earlier -
i Katie
im coming in blind on this - Looking at the incident this is our update from PEAK
IT£S Connector<javaseript: showDet ailwithPersid('cnt:032EBB42B9A07747834AD1A014B32BCA") >
5/10/2015 15:57
jo
0:00
jprovider Desk Resolution<javascript:do_ default (24)>
POA-Horizon
Provider Ref: Pc0246949
Resolution Details: Update by Anne Chambers:Category 70 -- Final -- Avoidance Action Supplied:We have found that if there is a
logout before a user has fully logged on, then subsequently a pouch is remmed in manually (most likely at an outreach branch),
Ichen after the rem in slip has been printed, the same screen is redisplayed and the user is likely to press Enter again and
duplicate the remittance, possibly several times. A different screen should be displayed which would prevent this happening.
rem in slip is printed each time, showing the same details but different session numbers, and a transaction log search
onfirms the repeated rems.
this is not an area that has changed for several years so it likely to have happened before but we have no record of it having
een reported to us. I can only check back two months; I've found 4 other instances (outreach branches 214869, 106444, 110444,
207828) and all but the last removed the discrepancy by completing a rem out for the excess, which corrected the system cash
jolding. Branch 224843 may be able to do the same but NBSC should advise on this.
le are continuing to investigate the problem (PC0246997), but any fix will not retrospectively change the branch accounts.
So we are aware of the issue and are continuing to investigate but NBSC should be able to sort the discrepancy out in the
eantime.
By the sounds of it NBSC are just saying it our issue - which we are investigating - BUT they are missing the fact that they
an sort the discrepancy out.
Ithanks Sandie
‘rom: Austin, Katie (ext)
Sent: 20 October 2015..12:0%
fo: Bothick Sandiet
Austin, Katie (ext)
Subject: FW: 17991774 I
2248433 I
Ji Sandie,
mm looking for your assistance please! See below response from NBSC in regards to the issue at Dalmellington Outreach...
jcan you please let me know:
+ Is this issue an open problem (if so is there a PR reference?)
+ When was this issue first observed?
+ Do we have any indications as to the potential root cause?
What is the current action plan and associated timescales for resolution? I
id be really grateful if you could share all the detail we have at this stage in order that I can respond to Anne and set
jexpectat ions.
thank you!
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atie
from: Anne Allaker
sent: Tuesday, Octol 5 ;
Austin, Katie (ext); Kendra Dickinson; Rod Ismay; Dawn Brooks
John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, lan; Ibrahim Kizildag
Subject: RE: 17991774 I 2248433 I Dalmeilington Outreach Service - horizon I transaction discrepancies # 1358666
Thankyou Katie, I
ff this incident is caused by the branch action it may be right and proper for NBSC to offer the advice given below however I
jam concerned that there have been 4 incidents identified by Fujitsu with no explanation sitting behind them.
BSC cannot check what the branch has done on their Horizon system and do not understand the impact to the Branch Account hence]
the request for support from our colleagues in Finance Service Centre.
here incidents like this occur I would expect an explanation of the root cause to be supplied by Fujitsu via Atos so that
oth our Finance Service Centre and NBSC colleagues can be assured that the right advice is given, there is no impact to the
branch account and a full audit trail is available. It does not feel right for Atos and Fujitsu to be giving instruction to
BSC to speak to branches with advice with insufficient information.
Tf this has happened in this case it would be useful to see that in this email trail.
thanks
nine
jrrom: Austin, Katie (ext) (mailto
sent: 20 October 2015 10:36
fo: Kendra Dickinson; Rod Ismay; Dawn Brooks
John Cawthorn; 1?-Solutions R SMC PostOffice Incident Management; Thomas, Ian; lan Humphries; Ibrahim Kizilda
llaker; Austin, Katie (ext)
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Anne
thank you Kendra.
I’ve asked Fujitsu to advise regarding the root cause however my immediate concern is rectifying the reported loss.
frujitsu have provided the following information which may be useful:
Ss per Fujitsu, they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the
Hast removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may
ibe able to do the same but NBSC should advise on this
jany thanks,
atie
jrrom: Kendra Dickinson {mailtod.
ent: Tuesday, October 20, 2015
Rod Ismay? Dawn Brooks I
John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, fan; Austin, Katie (ext); Ibrahim
izildag; Anne Allaker
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service ~ horizon I transaction discrepancies # 1358666
ir
ic
i Rod/Dawn
ould I enlist your help and support on the below issue please?
Inilst I am happy for NBSC to try and support where they can, the concern I have with the below is we have no process for I
anaging this type of issue and we are unable to see any of the back end accounting for this Branch. Therefore, any advice I
that we try and provide could end up making matters worse - this is already showing a £24k loss. I am not happy for NBSC to
jgive advice on something that is not a process that exists within the knowledgebase.
Similar to a disconnected session, NBSC would have no understanding as to the implications on branch accounting if they were toII
dvise the branch as suggested below. I
from the explanation below, this appears to be a technical issue, however, I don’t know if you have any other previous similar
Iscenarios that would advise on what the correct process should be for this particular situation?
any thanks
Rgds
kendra
From: Austin, Katie (ext) [mailto
Sent: 20 October 2015 09:53
fo: Kendra Dickinson; Tbrahim Kizildag
John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Ian Humphries; Austin, Katie (ext)
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
i Kendra,
iT can provide some background here which will hopefully explain why I suggested this call. The below issue was raised with Ian
jThomas by Helen Baker on 8th October: I
this morning Anne Remmed £8000 from core branch to outreach using barcode.
hen she accepted into outreach, and settled, horizon printed receipt, then another, then another, then another..she managed
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to stop it at four receipts of £8000 from the oné barcode rem in’ transaction.
she was concerned as she had never seen this before. She balanced core and it was correct, but outreach was £24,000 short.
though the core had sent only one lot of £8000, the outreach had accepted 4 lots of £8000 in one transaction! I
she has spoken to NBSC ref 1358666 who told her it was a technical issue.
she then phoned the IT help desk ref: 17972295. She was unconvinced they understood the problem although they said they would
probably ‘rectify remotely! . After waiting till the end of day, she called back and escalated to option 7 and spoke to Rich
ho told her to phone NBSC.
it don't think the helpline understood what's happened. I can understand that as you would think it not possible. But,
incredibly, Anne's outreach horizon now shows £24,000 short and it doesn't exist. As you can imagine, Anne is concerned and I
ave told her not to touch the outreach unit until this is resolved for her.
fthe incident was passed to Fujitsu who have advised that in order to resolve the issue, the branch/NBSC must ‘complete a rem I
ut for the excess to correct the cash holding’ which Fujitsu are unable to do. The NBSC has subsequently advised that they
annot assist as this is an IT issue however Fujitsu are also advising that they cannot assist. As a result, the issue has
been passed back and forward for over a week.
iin order to resolve this as quickly as possible for the branch and avoid any further delays, I suggested a call between all
jparties to discuss and agree a way forward.
It hope this helps,
thanks,
atic
From: Kendra Dickinson [mailto
Sent: Tuesday, October 20, 201
ffo: Ibrahim Kizildag; Austin, Katie (ext)
cc: John Cawthorn
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
i Tb
jo can you please hold fire on this as I don’t think this is something NBSC potentially should be getting involved in. I need
to read through this in detail.
ads
kendra
jrrom: Ibrahim Kizildag
ent: 20 October 2015 09:28
‘austin, Katie (ext) '
: Kendra Dickinson
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
ir
i Kendra;
Please see attached email below , are you ck for NBSC team to join this conference call ?
‘ind Regards;
tbrahim Kizildag Team Leader
BSC I
From: Austin, Katie (ext) [mailtod
ent: 19 October 2015 17:35
If-Solutions R SMC PostOffice Incident Management; Ibrahim Kizildag
¢: Jaisinghani, Pavan; Austin, Katie (ext)
subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service ~ horizon I transaction discrepancies # 1358666
ir
Thank you Abhishek.
ltbrahim - I’ve suggested we have this teleconference as this issue has been bouncing between Fujitsu and NBSC for some time.
an you please confirm who from the NBSC would be best placed to participate in order that we can schedule the call? The
incident Management Team will chair it.
lany thanks,
atie
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Monday, Octobe
fo: ibrahim. kizilda
: Walker, Rob; Austvit7
ubject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
(i. Ibrahim,
s this incident is not getting resolved can we have con-call set up between NBSC & Fujitsu.
ithe Site had transaction discrepancy,
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Sper Fujitsu; they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the
last removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may]
foe able to do the same but NBSC should advise on this.
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the excess to
orrect the system cash holding’
Regards, I
Abhishek Rane
incident Management
tos India
from: If-Solutions R SMC PostOffice Incident Management
Sent: Monday, October 19, 2015 5:09 PM I
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
fi Team,
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the excess to
correct the system cash holding! I
''ve found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last removed the discrepancy
by completing a rem out for the excess, which corrected the system cash holding, Branch 224843 may be able to do the same but
BSC should advise on this.
egards,
Abhishek Rane
Incident Management
tos India
From: IT-Solutions R SMC PostOffice Incident Management
ent: Monday, Oc 39 PM
'nbscenquire:
Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
ir
ji Team,
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the excess to
‘orrect the system cash holding' I
Regards,
IAbhishek Rane
incident Management
tos India
lrrom: IT-Solutions R SMC PostOffice Incident Management
sent: Friday, October 16
fo: NBSC Admin Team ({~ GRO t
¢: Walker, Rob I
subject: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
i Team,
¢ per Fujitsu, please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out
for the excess to correct the system cash holding’
Regards,
Abhishek Rane
incident Management
tos India
lAdded evidence item 'image008.jpg' from Email attachment
Date:21-Oct-2015 15:22:17 User:Zulfigar Sadiq
the Call record has been assigned to the Team Member: Wayne Bragg
Ipate:22-Oct-2015 14:44:46 User:Wayne Braqq
[Start of Response]
EL acha621P has been raised to cover this.
[End of Response]
esponse code to call type O as Category 40 -- Pending -- Incident Under Investigation
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Date: 22-Oct-2015 14:44:59 User:Wayne Braqq
[Start of Response]
closing call
[End of Response]
esponse code to call type O as Category 68 -- Final -- Administrative Response
outing to Call Logger following Final Progress update.
Defect cause updated to 41 -- General - in Procedure
jDate:22-Oct-2015 14:50:31 User:Chad Daborn
[Start of Response]
ate:22-Oct-2015 14:44:59 User:Wayne Bragg
[Start of Response]
losing call
[End of Response]
Response code to call type O as Category 68 -- Final -- Administrative Response I
Routing to Call Logger following Final Progress update.
Defect cause updated to 41 -- General - in Procedure
[End of Response]
Response code to call type 0 as Category 68 -- Final -- Administrative Response
Routing to Call Logger following Final Progress update.
Date: 22-Oct-2015 14:52:38 User:Chad Daborn
ALL PC0247207 closed: Category 68 Type 0
Root Cause General - in Procedure ;
Logger : _Mail Manager_ EDSC
Subject Product General/Other/Misc -- SSC Adhoo Request (version unspecified)
Assignee _Mail Manager_ -- EDSC
Last Progress 22-Oct-2015 14:52 -- Chad Daborn : : I
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