POL00028746
POL00028746
Peak Incident Management System
_Customer Call_ -- EDSC
E-0406030482
B -- Business restricted
Closed -- Unpublished known error
Call Reference PC0103864 Call Logger
Release Reported In -- BI_3S52R-Provisional Top Ref
Call Type Live Incidents/Defects Priority
Contact EDSC Call Status
Target Date No Forcast Effort (Man Days)
Summary FAD281306 - able to do 2 TIs for the same TO
All References Type Value
SSCKEL KEL CObeng2025L
Powerhelp E-0406030482
Progress Narrative
Ppate:03-dun-2004 11:48:14 User:_Customer Call_
ALL PCO103864 open/upd
Details entered are:-
lsummary:pm reports that he had a problem with some transfe
all Type:L
all Priority:B
ffarget Releas
inknown
[END OF REFERENCE 38134021]
pate/Time Raised: Jun 3 2004 1
Priority: B
ontact Name: Mr Mogal.
ontact Phone
riginator: Phélp~
riginator's reference: E-0406030482
Product Type: Riposte
Product Serial No:
Product Site: 281306
03/06/04 11:07 pm reports that he had a problem with some transfers
yesterday, he was transferring stock and cash between the aa main stock unit
jand the bb shared stock unit and although only one transaction shows for the
transfer out the transactions were transferred into the bb stock unit twice
living the pm a discrepancy
03/06/04 11:12 GB0s2294
Information: pm reports that on 02/06/03 @ 11:32 he transferred
k10,040.00 in cash from the aa stock unit into bb the session number
for the transfer out is 1-492801-1 and the user name is
lsmuoo1, at 15:55 the transfer was accepted into the bb stock
junit on session number 3-2298832-1 under the user name ASUOO1
they then tried to roll the aa unit over but were unable to
Jio so as the system reported transfer pending from aa into
bb, the transfer in to bb was accepted again at 16:44 on
session number 4-1476738-1 under user name SMUOO1 and they were
then able to roll the aa stock unit over with no discrepancy
lo3/06/04 11:17 GB082294
Information: again on 02/06/04 the pm transferred out of aa into bb
k11,500 in cash, the cash was transferred out on session number
¢-1476587-1 @ 16:00 under the user name SMUOO1, and was
ecepted into bb stock unit at 16:01 on session number
I3-2298845-1 but again aa reported transfer pending and the cash was
ecepted into bb stock unit again on session number
4-1476729-1 under user name SMUOO1
lo3/06/04 11:20 GBos2294
Information: the last transfer was £750.00 in cash this was done in two
transaction, one of £250 and one of £500, pm reports that
cash was transferred out on 4-1476596-1 @ 16:09 under user
lhame SMUOO1 and was accepted into bb stock unit @ 16:09 on
session numbers 3-2298854-2 and 3-2298856-3 again the aa
lreoported transfer pending when they tried to roll it and the
transfer were accepted in on bb again at 16:44 on session numbers
4-1476719-2 and 4-1476719-3
lo3/06/04 11:25 GB082294
Information: pm reports that the transaction log shows only one transfer
ut for each item but the transfers in show that each
transaction has been accepted into the bb twice and this has
caused him a discrepancy and he would like this investigated
this call was passed to hsh from Tier two at the nbsc and
they have also requested that the problem be investigated
03/06/04 11:39 GB082294
lAdvice: we have retreived the standard log from the counter 4 were
m performed the transaction logs to provide times session
umber and user names and this shows details as outlined by
Jom, the value of £10,040 shows three times once as a transfer
ut of aa and twice as a transfer in the bb, the file id
F/210/1,
POL00028746
POL00028746
for standard log is 471626
this was done at 11:40 on 03/06/04
lo3/06/04 11:44 GBos2294
Recommend: please attempt to determine why the pm has had to resolve a
transfer issue by transferring in to a stock unit twice
03/06/04 11:45 GB082294
EL Ref No.: no applicable kels found
03/06/04 11:46 SYSADM
pen OTI: Automatic Open OTI
***Updated by Mary Rainbow at 03/06/04 11:46:27
lo3/06/04 11:45 GB082294
JREASSIGN: Call # E-0406030482 was Reassigned from Mary Rainbow, Group
]isH8 to Group EDSC1
pate:03-dun-2004 11:51:19 User:Lina Kiang
[fhe call Target Release has been move to:
Reported In -- BI_3S52R-Provisional
[ate:03-dun-2004 11:51:54 User:iina Kiang
Product EPOSS & DeskTop Counter Common added.
pate:03-dun-2004 11:52:16 User:Lina Kiang
[Start of Response]
IPRESCAN: Done
[END OF REFERENCE 38134099
Response code to call type L as Category 40
Response was delivered to Powerhelp
}iours spent since call received: 0 hours
Date:03-dun-2004 11:54:13 User:iina Kiang
jThe call summary has been changed from:-
Jom reports that he had a problem with some transfe
fhe call summary is not
IFAD281306 - able to do 2 TIs for the same TO
pate:03-Jun-2004 11:54:38 User:Lina Kiang
fhe Call record has been assigned to the Team Member: Catherine Obeng
Progress was delivered to Powerhelp
pate:03-Jun-2004 12:01:15 User:Lina Kiang
Defect cause updated to 99: General - Unknown
pate:03-dun-2004 16:38:01 User: Customer Call_
IEMPTY 03/06/04 16:35 uk952760 HSH1 Repeat Call: pm states that he wants
lan update - advised pm that the
jratter is still under investigation - pm stated that it he
jould like someone to contact him with updates regulary
bate:03-dun-2004 18:31:23 User:Catherine Obeng
[Start of Response]
n 02-Jun-04, user SMUOO1 carried out a Transfer Out [T0] txns on counter one
jand left the session running, therefore Automatic system logout occurred. It
jappears that the system did not complete the txn tidily after the forced
logout which occurs after 55 minutes of activity
Is a result, the selected transfer could not be completed, as it was
perceived by the system as currently being processed by another user, i.e.
lsmuoo1.
leven though user ASU001 appears to have TI the txn, in actual fact the
riginal TO txns were still outstanding until the original user, SMU001
transferred them, TI. Investigation continues..
It attempted to call the 2M at 18:05 but there was no reply. SMC please
update the PM when s/he next call in.
[END OF REFERENCE 38137490
Response code to call type L as Category 40
Response was delivered to Powerhelp
Jiours spent since call received: 0 hours
pate:08-Jun-2004 10:19:14 User:Catherine Obeng
[Start of Response]
lll nodes were connected at the time that the TransferIn txns were attempted
io session transfers took place during that day.
leventlog from node 4 suggests that Riposte replication had not been
successful and so while node 3 had successfully TI the txns, this information
F/210/2
POL00028746
POL00028746
jas not apparent to node 4 thus it was perceived by node 4 that those txns
ere outstanding waiting to be TI. Therefore when the user SMU001 logged
nto node 4, he was presented with Outstanding Transfer message which had to
e accepted or declined. The user chose to accept them even though he tells
@ that at this stage he was a little concerned because he was certain that
luser ASUO10 had already TI on node 3. This has created a discrepancy on
their Cash Account £22,290.00. Also the Host has reported a reconciliation
error in TPSC256 for £44,580.00.
[END OF REFERENCE 38150527]
Response code to call type L as Category 40
Response was delivered to Powerhelp
}iours spent since call received: 0 hours
pate:08-Jun-2004 14:45
[Start of Response]
lds a temporary solution, NBSC advised the PM to place the discrepancy into
the Suspense Account. Routing call to Dev to advice whether SSC can amend
the Messagestore in order to put the CA right.
49 User:Catherine Obeng
[END OF REFERENCE 38152528]
Response code to call type L as Category 40
Response was delivered to Powerhelp
Jiours spent since call received: 0 hours
pate:08-Jun-2004 14:47:02 User:Catherine Obeng
lzvidence Added - Complete Messagestore
[bate:08-Jun-2004 14:48:43 User:Catherine Obeng
Ievidence Added - Errors in TPSC Reports 252, 256, 268A
pate:08-Jun-2004 14:49:23 User:Catherine Obeng
Evidence Added - App Eventlogs
[Date:08-Jun-2004 14:51:43 Usericatherine Obeng
ISU are waiting for Development's response before they contact POL to advise
ff the error and to seek their approval for amending the Messagestore. See
pco103925.
[pate:08-Jun-2004 14:52:40 User:catherine Obeng
[The Call record has been transferred to the team: EPOSS-Dev
Progress was delivered to Powerhelp
[bate:08-Jun-2004 17:20:13 User:Matt Arris
[The Call record has been assigned to the Team Member: Martin McConnell
Progress was delivered to Powerhelp
Date:09-Jun-2004 09:14:42 User:Martin McConnell
Passing this to Matt Arris for appropriate rou
speciality of mine.
g, transfers aren't a
pate:09-dun-2004 09:14:59 User:Martin McConnell
The Call record has been assigned to the Team Member: Mat’
Progress was delivered to Powerhelp
Arris
pate:09-Jun-2004 12:45:26 User: Customer Call_
EMPTY 09/06/04 12:42 UK951613 HSH8 Repeat Call: Pm has called back in
\ivising that Cathrin iwaiting for a
call back 09/06/04 12:42 UK951613 HSH8 Information: Steve cooper
contacted cathrin who has advised that she
411 call the pm back
pate:09-dun-2004 15:35:37 User: Customer Call_
JEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
09/06/04 15:29 uk952601 HSH1 ReOpen OTI: pm called in again still
aiting to here from cathereine
jas they cant rollover without them 09/06/04 15:29 uk952601 HSH1 Advice:
jadvised i will escalate to catherine and call her. EMPTY EMPTY OTI Astea OTI
success: Tried to send call again 09/06/04 15:31 wk952601 HSH1
information: spoke with catherine. she will call pm back as soon as
F/210/3
POL00028746
POL00028746
possible.
pate:09-Jun-2004 15:53:52 User:Catherine Obeng
[Start of Response]
It have phoned the PM back and advised that he speaks to the NBSC about the
Jiiscrepancy when he comes to roll over.
[END OF REFERENCE 38157260]
Response code to call type L as Category 40
Response was delivered to Powerhelp
}iours spent since call received: 0 hours
pate:09-dun-2004 19:08:57 User:Matt Arris
Target Date/Time updated: new value is 31/12/9999 00:00
[Start of Response]
lapparently the discrepancy will keep appearing each week until the amount is
committed to the Suspense Account. There is little point in Development
trying to manually tweak the messagestore to remove this problem as the
Jiamage was done when the first discrepancy was accepted. Now the problem is
isible it should be dealt with in the Suspense Account.
t'11 transfer the call to Martin for him to clarify where necessary. Martin
can you return Advice and Guidance please.
[END OF REFERENCE 38158792]
Response code to call type L as Category 42
tours spent since call received: 2 hours
pate:09-dun-2004 19:10:50 User:Matt Arris
[fhe Call record has been assigned to the Team Member: Martin McConnell
Progress was delivered to Powerhelp
pate:10-Jun-2004 11:22:17 User:Catherine Obeng
[fhe Call References have been updated. They are now :-
JOP Powerhelp : E-0406030482
ISSCKEL : CObeng2025L
Date:10-Jun-2004 11:22:57 User:Catherine Obeng
EL CObeng2025L created.
Date:11-dun-2004 15:11:29 User:Martin McConnell
attached will be a spreadsheet and the set of transactions that I think are
responsible for the error. The spreadsheet is ALL transactions that account
to StockUnit BB and I have presented a data view for the discrepancies
committed. I do not even know if I am expected to be doing a summary
linpsection nevertheless the attached give a 'view' as stated.
lds far as the system is concerned, there seems to be a flaw in riposte
informing Counter 4 that the transfer object BB-1-492803 has been erased.
This is an Escher Riposte problem as far as I concerned, the transfer
echanism already has a belt and braces approach, if we can't trust the
nderlying software to replicate this information through to all other
counters, what are we supposed to be able to do? If someone wants to press
for a fix, I suggest this is pointed at the Escher team for them to sort out.
Date:1-dun-2004 15:12:14 User:Martin McConnell
Evidence Added - Spreadsheet of SU BB.
pate:d1-Jun-2004 15:13:00 User:Martin McConnell
lzvidence Added - 3 Pairs of Transfer transactions.
pate:11-dun-2004 15:16:35 User:Martin McConnell
[Start of Response]
Please see earlier evidence and comments on this bug. I think a third party
should verify the amounts etc. that may be sanctioned as the Stockunit being
jactually out by, I'm not sure the PM will be happy with what I've presented ,
ut I can only go on what I have found.
[END OF REFERENCE 38167067]
Response code to call type L as Category 94
JHours spent since call received: 0 hours
pate:ii-Jun-2004 15:27:44 User:Barbara Longley
F/210/4
POL00028746
POL00028746
ffhe Call record has been assigned to the Team Member: Catherine Obeng
Progress was delivered to Powerhelp
Date:11-dun-2004 15:45:34 User:Catherine Obeng
[Start of Response]
[There were three rough transactions involved which amounts to total
lk22290.00. The £10040.00 that Martin McConnell picks up on in SU BB is only
me of three txns that is in question. Please see the txn details are given
ut in the first part of the call details above which was taken the 1st Line
hen the PM first called in with the problem on 03-Jun-2004.
[END OF REFERENCE 38167325
Response code to call type L as Category 40
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
[pate:11-dun-2004 16:30:17 User:Catherine Obeng
[Start of Response]
Martin MacConnell's recommendation is to put the £22290.00 which is adrift
into the Suspense Account.
It am routing call to MSU to raise an Error Notice to inform POL of this
incident. Also please notify NBSC to contact the PM and advise him of this
course of action.
[END OF REFERENCE 38167473
Response code to call type L as Category 40
Response was delivered to Powerhelp
Hours spent since call received: 0 hours
[pate:d1-Jun-2004 16:30:45 User:Catherine Obeng
[The Call record has been transferred to the team: MSU-Indt Mgt
Progress was delivered to Powerhelp
pate:22-Jun-2004 15:36:46 User:Michael King
[The Call record has been transferred to the team: MSU-Indt Mgt
Progress was delivered to Powerhelp
pate:22-dun-2004 15:38:18 User:Michael King
[start of Response]
reconciliation data provided to POL. Routing back to EDSC. does this need
to be routed to Escher for a fix?
[END OF REFERENCE 38212257]
Response code to call type L as Category 40
Hours spent since call received: 0 hours
[pate:22-Jun-2004 15:38:27 User:Michael King
[The Call record has been transferred to the team: EDSC
Progress was delivered to Powerhelp
pate:22-dun-2004 15:41:09 User:David Seddon
[Start of Response]
Routing call to Catherine Obeng
[END OF REFERENCE 38212275
esponse code to call type L as Category 40
lkesponse was delivered to Powerhelp
Hours spent since call received: 0 hours
pate:22-dun-2004 15:41:16 User:David Seddon
fhe Call record has been assigned to the Team Member: Catherine Obeng
progress was delivered to Powerhelp
pate:23-dun-2004 11:59:27 User:Catherine Obeng
[Start of Response]
Problem could have been avoided if the PM had not accepted the second TI.
fhe Riposte Error events were apparent on SMC's Tivoli Website, however, they
took no action until the PM raised a call about the dodgy Transfers. In
future, SMC would need to monitor these events and contact the office
requesting that they avoid using the eventing Node and reboot it.
EL JSimpkins338Q now updated with info on what action SMC should take if
levent occurs during PO business hours
[END OF REFERENCE 38214984
esponse code to call type L as Category 40
Response was delivered to Powerhelp F/210/5
POL00028746
POL00028746
flours spent since call received: 0 hours
bate:06-Jul-2004 11:17:09 User: Customer Call_
EMPTY 06/07/04 11:13 uk952601 HSH1 Repeat Call: auditor for po site ahd
called in to se what is happening
ith call.
jadvised i will call abck, ringing through to ssc barbera
Ito find out wahts happening, 06/07/04 11:14 uk952601 HSH1 Contacted
spoke with barbera @ ssc advised catherine is on leave and
lshe will try and get someone to lok at call and call me cak.
ave extension. 06/07/04 11:14 nk982601HSH1 Advice: trying to casll
uditor back gave mobile of GRO I
pate:06-dul-2004 11:20:40 User: Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
lo6/07/04 11:17 wk952601 HSH1 Information: spoke with auditor john
jadvised third line are goinog to
hook at call and call back. advised that i will call them back
3 soon as i can.
[pate:06-Jul-2004 11:39:15 User: Customer Call_
IIMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
lo6/07/04 11:35 wk952601 HSH1 Information: recieved call back from ssc,
they states that they have
jpoassed it on and that which ever part of the po limited it is
chat they should have sent an error notice to the site
pate:06-dul-2004 11:44:27 User:Anne Chambers
[Start of Response]
I've checked with Mike King; the BIMS report for this problem was sent to POL
n 22/6 and should have resulted in an error notice being sent to the branch.
ike says he will send a note to POL saying that the PM has been chasing this
issue; I've asked HSH to inform the PM that they should have received an
error notice and to check with the department that issues them.
fhe corrected cash account that was sent still had an R&P mismatch. The
Jiouble Transfer In causes a mismatch both because of the transfer and because
lof the discrepancy which has been erroneously generated. The host-calculated
A ignores the transfer but is still affected by the accepted discrepancy
hich should not have been generated. It is not really possible to provide a
fully balanced CA (email on this subject sent by Mik Peach to Richard
Brunskill then on to John Moran, I have not seen the outcome of this)
[END OF REFERENCE 38257905
Response code to call type L as Category 40
Inesponse was delivered to Powerhelp
Hours spent since call received: 0 hours
[pate:06-Jul-2004 11:56:42 User: Customer Call_
EMPTY 06/07/04 11:53 uk081610 HSH1 Information: Attempted to contact the
Auditor back.on the mobile no.
lzivenI GRO but the line is currently engaged.
pate:06-dul-2004 12:10:15 User: Customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
Jo6/07/04 12:02 uk081610 HSH1 Contacted: Contacted Auditor John,
jexplained that SSC discovered how
the error occured and they passed details to POL so that an
lerror notice can be issued, Auditor wanted a contact no. for
POL dept who issue error notices, advised that we do not
ave a no. for them and that he should go through NBSC. Auditor
appy with information provided
pate:12-Jul-2004 11:58:56 User: Customer Call_
JEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
2/07/04 11:54 uk952352 HSHS Repeat Call: Investigation manager Paul
hittaker wants to confirm that
jan error notice is being sent out for the discrepancy at the
po. Transferred caller to NBSC
pate:12-Jul-2004 12:19:43 User: Customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
12/07/04 12:15 uk952016 HSH8 Information: nbsc agent passed the manager
throught unvoiced. this is a
bsc issue now and mary on sct is going to get the 2nd tier
ff nbsc to call the pm back.
F/210/6
7
POL00028746
POL00028746
Ppate:12-Jul-2004 12:45:53 User: Customer Call_
IEMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
12/07/04 12:44 uk951655 HSH2 Information: tina from nbsc called for
Jdetails for this fad - she is
joing to contact chesterfield to ascertain if there is an error
jotice outstanding and call us back
Date:12-dul-2004 12:56:23 User: Customer Call_
EMPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to PINICL
2/07/04 12:53 wk951655 HSH2 Information: tina nbsc confirmed there is
jan outstanding error notice
out she could not get exact details - she will call Paul
Date:05-Aug-2004 11:57:50 User:Catherine Obeng
[start of Response]
lpm [Mr Mogul] has confirmed that POL have issued him with an Error Notice of
f22290.00 which has enabled him to clear the error from his
laccount. He is happy for this call to be closed.
[END OF REFERENCE 38378314]
Response code to call type L as Category 40
Response was delivered to Powerhelp
}iours spent since call received: 0 hours
Ppate:05-Aug-2004 12:02:13 User:Catherine Obeng
[Start of Response]
SU [Mark Farry] has also con:
las well.
med that they are happy for call to be closed
[END OF REFERENCE 38378360]
Response code to call type L as Category 65
Routing to Call Logger following Final Progress update.
service Response was delivered to Powerhelp
Hours spent since call received: 0 hours
pate:05-Aug-2004 12:02:13 User:Catherine Obeng
ALL PCO103864 closed: Category 65 Type L
pate:05-Aug-2004 12:05:20 User: Customer Call_
consumer Phelp has received the call closure
Root Cause General - Unknown
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee _Customer Call_ -- EDSC
Last Progress 05-Aug-2004 12:05 -- Customer Call_
F/210/7