POL00028750
POL00028750
Ee]
Peak Incident Management System
Call Reference PCO058161 Call Logger “Customer Call_- EDSC
Release Targeted At-- CSR-Cl4R Top Ref €-0011201815
Call Type N Hidden. Has ALL ResponseCategories for Admin use Priority : _ B-- Progress stopped
Contact epsc : : < : Call Status Closed -- Reconciliation - resolved
Target Date 23/11/2000 Eon MenDevs) 0 ;
Summary : "Receipts vs payments difference at 145004 for CAP . ce —<— .
All References ; Type ; ae we Ie oe : Value : :
PowerHelp Os : £-0011201815
I Copy To = PC0059497
Progress Narrative
jDate:20-Nov-2000 13:19:00 User: Customer Call_
ALL PCO058161:Priority B:CallType L - Target 23/11/00 13:19:54
20/11/00 13:20 Receipts vs payments difference at 145004 for CAP 34. R =
39668.63, P = 236432.63. Diff = 3236.00. This is not a migration issue.
[This outlet has no other open calls on Powerhelp. Please investigate and
confirm if this is a CI3 or Cl4 office. If this is a CI4 office this may be
new problem.
IF) Call details
‘ALL PCO058161 opened
Date: 20-Nov-2000 13:20:00 User: Customer Call_
biagnostician name:
‘ustomer opened date 20/11/2000 13:20:04
Date:20-Nov-2000 14:02:00 User:Barbara Longley
fwarget Release updated to CSR-CI3_2R
Product General/Other/Misc Reconciliation added
iDate:22-Nov-2000 17:03:00 User:Diane Rowe
jhe Call record has been assigned to the Team Member: Diane Rowe
Defect cause updated to 99:General - Unknown
jours spent since call received: 0 hours
Date:27-Nov-2000 14:38:00 User:Angela Shaw
an SSC please provide feedback to MSU on how this occurred? TI problem etc
je the provide the reconciliation figures on this asap today as the 5 day SLA
lis up on this call today.
any thanks
jDate:27-Nov-2000 15:01:00 User:Paul Steed
Jr) Response :
IPRESCAN: Diane is not in today and so we have no idea what progress has been I
ade so it is a start from scratch.
(END OF REFERENCE 23288000]
Responded to call type L as Category 40 -Incident Under Investigation
jthe response was delivered to: PowerHelp
the Call record has been assigned to the Team Member: Lina Kiang
jours spent since call received: 0 hours
Date: 28-Nov-2000 09:57:00 User:Lina Kiang
lew evidence added - Complete message store for FAD 145004
IF) Response
The CheckBalance tool showed errors detected in CAP 34, SU:00H:
(1) PNo=1, Diff=-2882 (Txn total=-5315, Rollover total=-2433).
(2) PNo=56, Diff=-107 (Txn total=-719, Rollover total=-612).
(3) PNo=97, Diff=-125 (Txn total=-125, Rollover total=0).
(4) PNo=2399, Diff=-122 (Txn total=-298, Rollover total
hich gives a Net Balance Error=-3236 (as reported).
Routing to development for further investigation.
[END OF REFERENCE 23302820] I
sponded to call type L as Category 40 -Incident Under Investigation
176).
jDate:28-Nov-2000 09:58:00 User:Lina Kiang
jthe response was delivered to: PowerHelp
jthe Call record has been transferred to the Team:
Hours spent since call received: 2.0 hours
OFP
FI76/1
Date: 28-Nov-2000 13:47:00 User:Les Ong
IF} Response :
its this CI3 or C14? Please provide the appropriate audit log.
[END OF REFERENCE 23314005]
Responded to call type L as Category 96 -Insufficient evidence
jours spent since call received: 0 hours
Ihe Call record has been transferred to the Team: EDSC
ithe response has been routed to the gateway team for validation
POL00028750
POL00028750
jbate:28-Nov-2000 16:26:00 User:Barbara Longley
in the absence of Diane, this call needs assigning to another team member.
Date: 28-Nov-2000 17:01:00 User:Barbara Longley
Ihe Call record has been assigned to the Team Member: Lina Kiang
lours spent since cali received: 0 hours
Date: 28-Nov-2000 17:42:00 User:Lina Kiang
jfarget Release updated to CSR-CI4R
jew evidence added - Event log for counter 2
lew evidence added - Audit log for counter 2 17/11/00
Ir) Response =
jthis is a CI4 site. Added audit and event logs. Routing back to development.
[END OF REFERENCE 23328150]
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: Powerlelp
ithe Call record has been transferred to the Team: QFP
jours spent since call received: 0.5 hours
Date: 28-Nov-2000 18:04:00 User:Les Ong
jthe Call record has been transferred to the Team: EPOSS-FP
lHours spent since call received: 0 hours
Date:30-Nov-2000 11:31:00 User:Chris Hawkes
CALL PCO058161:Priority B:Calltype N - Target 23/11/00 13:19:54
Date: 05-Dec-2000 09:53:00 User:Walter Wright
jhe Call record has been transferred to the Team: EPOSS-Dev
Hours spent since call received: .1 hours
Date:05-Dec-2000 09:54:00 User:Walter Wright
the Call record has been assigned to the Team Member: Martin McConnell
jours spent since call received: .1 hours
Date: 05-Dec-2000 10:01:00 User:Walter Wright
ithe Call record has been transferred to the Team: EPOSS-FP
ltours spent since call received: .1 hours
jDate:07-Dec-2000 12:13:00 User:Walter Wright
fhe Call record has been transferred to the Team: EPOSS-Dev
Date: 07-Dec-2000 12:14:00 User:Walter Wright
jours spent since call received: .1 hours
jthe Call record has been assigned to the Team Member: Gerald Barnes
Hours spent since call received: .1 hours
Date: 08-Dec-2000 12:33:00 User:Gerald Barnes
lew evidence added - Messages produced when stock unit OOH was rolled a
JF) Response :
in fact the note "28/11/2000 17:42:42 - By Lina Kiang" may be true now - but
Jat the time the bug occurred the system was running CI3_2R.
IT cut off the supplied message store to a date and time of 17th November
2000 and rerolled stock unit OOH from CAP 34 BP 1 to CAP 34 BP 2. I attach
the messages produced as the file listen.dat. It will be noticed that this
jtime the Opening figures produced differ from those produced in the live
jnessage store by the numbers quoted in "28/11/2000 09:57:46 - By Lina Kiang".
this is another case of transactions being dropped. At CI3_2R this happens
Feith no error logged. At CI4L1 and above it is often the case that an error
411 be reported to the user in such cases (PinICL PC0038631)
i will have another look at M1 rollover and see if any further improvements
jcan be made in error trapping to catch other Riposte Errors.
[END OF REFERENCE 23653194]
Responded to call type N as Category 40 -Incident Under Investigation
jthe response has been flagged to the gateway team for validation
FIT6/2
call PC0058161 ‘cloned to new call Pc0059497
POL00028750
POL00028750
Date: 08-Dec-2000 12:38:00 User:Gerald Barnes
IF} Response :
9 already stated "08/12/2000 12:33:03 - By Gerald Barnes" this is a case of
JRiposte System calls failing with no error being logged. At CI4L1 things are
jruch better. The call has been cloned to PC0059497 to improve even further
jstill the logging of Riposte System call errors in stock unit rollover.
[END OF REFERENCE 23653555]
esponded to call type N as Category 74 -Fixed at Future release
Hours spent since call received: 8.6 hours
Defect cause updated to 14:Development - Code
jthe Call record has been transferred to the Team: EDSC
fhe response has been routed to the gateway team for validation
Date: 08-Dec-2000 14:05:00 User:Mark Wright
fthe Call record has been assigned to the Team Member: Lina Kiang
jours spent since call received: 0 hours
jDate:12-Dec-2000 10:07:00 User:Lina Kiang
Ir) Response :
Routing call to MSU for closure.
(END OF REFERENCE 23704746]
Responded to call type N as Category 40 -Incident Under Investigation
jhe response was delivered to: PowerHelp
fhe Call record has been transferred to the Team: MSU-Indt Mgt
Hiours spent since call received: 0.1 hours
Date: 12-Dec-2000 10:23:00 User:Angela Shaw
ithe Call record has been assigned to the Team Member: John Moran
jours spent since call received: 0 hours
jPate:12-Dec-2000 13:22:00 User:John Moran
If) Response :
lFinal BIM issued explaining this to PON
Please close this call.
[END OF REFERENCE 23712653]
Responded to call type N as Category 68 -Administrative Response
jours spent since call received: .3 hours
jhe Call record has been transferred to the Team: EDSC
the response has been routed to the gateway team for validation
Date:12-Dec-2000 14:27:00 User:Barbara Longley
IF} Response
2/12/2000 13:22:09 - By John Moran - MSU
Final BIM issued explaining this to PON
Please close this call.
losing as Reconciliation Resolved
(END OF REFERENCE 23715289]
Responded to call type N as Category 90 -Reconciliation - resolved
jours spent since call received: 0 hours
CALL PC0058161 closed: Category 90, Type N
jhe response was delivered to: PowerHelp
Date:12-Dec-2000 14:37:00 User: Customer Call_
jDate and time complete: 12/12/2000 14:45:27
fService Complete (Confirmation) Received
Root Cause : Development - Code ‘ < <
logger “Customer Call_ - EDSC :
Subject Product General/Other/Misc -- Reconciliation (version unspecified)
Assignee _Unassigned_-- EDSC
Last Progress : 12-Dec-2000 14:37 - Customer Call_
FIT6/3