POL00028898
POL00028898
_ Peak Incident Management System
Call Reference PC0204765 : Call Logger “Customer Call_-- EDSC
Release Reported In -- HNG-X 01.00 ; Top Ref PC0204889
Call Type Live Incidents/Defects Priority C -- Non-critical
Contact EDSC ‘ cS CallStatus Closed - Avoidance Action Supplied I
Target Date «30/09/2010 Effort (Man Days) = o — I
Summary e FAD138824 MSG31318 non-zero trading position on office rollover :
anes ea aes ae coremnnras
Clone Call —___-PC0204889
4 SSCKEL KEL wrightm33145J
TRIOLE for Service 2918024
Call reference : PC0204537
SSCKEL KEL ballantj17590
DevintRel-Director : Live Supp.Test :
Progress Narrative
jDate:25-Sep-2010 10:42:47 User: Customer Call_
ALL PCO204765 opened
tails entered are:~
Summary:PM states that he has rolled over but the system is telling ...
call Type:L
call Priority:¢
target Release:HNG-x 01.00
Routed to:EDSC - _Unassigned_
5-Sep-2010 10:42:47 User: Customer Call_
INCIDENT MANAGEMENT
Date/Time Raised: Sep 25 2010 10:28AM
riority: C
‘ontact Name:
ontact Phone
riginator: XX:
riginator's reference: 2918024
Product Serial No:
Product Site: 138824
Ls NBS,
IPM states that he has rolled over but the system is telling him that he hasnt - pm states that he is in balance period 7 and
¢ is states he is getting the message “wrong trading period MSG31318 office balancing error"
incident History:
2010-09-25 10:28:24 [ Uppal, Peldeep]
INIT : create a new request/incident/problem/change/issue
2010-09-25 10:33:01 { Uppal, Peldeep]
eneut_en_rmg : Transfer Notification
2010-09-25 10:33:01 [ Uppal, Peldeep)
zneun_en_rmg : Open Notification
2010-09-25 10:33:06 [ Uppal, Peldeep]
jog : non zero trading position - MSG31318 Office balancing error there is a non zero trading position on rollover of branch
by user WMCO02 to trading period 8
2010-09-25 10:33:09 [ Uppal, Peldeep]
JFLD : FIELD="zcbflag' OLD='NO' NEW='YES"
2010-09-25 10:33:17 [ Uppal, Peldeep]
Loc : Node ~ 1
sername - WMCO02
ime - 10:10
bate
re - 7
BP - 1
Stock Unit - BM
F/718/1
POL00028898
POL00028898
Full error message - non zero trading position - MSG31318 Office balancing error there is a non zero trading position on
jrollover of branch by user WMCO02 to trading period &
ISSC kels - nothing found I
es the counter can be pinged
2010-09-25 10:39:02 { Uppal, Peldeep}
L0G : Unable to download event logs as tivoli is down
BSC have ruled out user error -
as been to 2nd line @ nbsc - unable to resolve the issue
2010-09-25 10:40:59 [ Uppal, Peldeep)
Loc : *****Please can you investigate why pm is getting the following message non zero trading position - MSG31318 Office
balancing error there is a non zero trading position on rollover of branch by user WMC002 to trading period 8*****
00-09-25 10:41:49 [ Uppal, Peldeep}
IfR : Transfer assignee from ‘Uppal, Peldeep' to
transfer group from ‘HSH7' to ‘PEAK’
2010-09-25 10:41:49 [ Uppal, Peldeep]
zneut_en_rmg : Transfer Notification
Date:27-Sep-2010 08:49:49 User:Lorraine Elliott
ithe call summary has been changed fro
JPM states that he has rolled over but the system is telling ...
fthe call summary is now
lrAD138824 msg wrong trading period MSG31318 office balancing error
jDate:27-Sep-2010 08:49:57 User:Lorraine Elliott
Product EPOSS & DeskTop -- Counter Common (version unspecified) added.
Date:27-Sep-2010 08:54:09 User:Lorraine Elliott
the Call record has been assigned to the Team Member: Cheryl Card
jprogress was delivered to Consumer
Date:27-Sep-2010 14:44:14 User:Cheryl Card
fhe call summary has been changed fro
lraD138824 msg wrong trading period MSG31318 office balancing error
jhe call summary is now
JFAD138824 MSG31318 non-zero trading position on office rollover
jDate:27-Sep-2010 14:45:43 User:Cheryl Card
Reference Added: Call reference PC0204537
jDate:27-Sep-2010 14:46:55 User:Cheryl Card
eference Added: SSCKEL ballantj1759Q
IDate:27-Sep-2010 14:47:36 User:Cheryl Card
eference Added: SSCKEL wrightm33145J
Date:27-Sep-2010 15:16:30 User:Cheryl Card
[Start of Response]
the problem occurred on 15/09/10 when stock unit 02 rolled over. This was originally reported, as per KEL ballantj17590, in I
jcall PC0204537 /tfs 2868995, but for some reason the call was closed without being investigated.
jthere is a known problem with the use of the Cancel button during stock unit rollover. This is fully described in KEL
ferightm33145J. A fix is currently being worked on. I
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
pate:27-Sep-2010 15:25:37 User:Cheryl Card
[Start of Response]
kalls raised:
his call branch 138824 rolled 15/09/10 su 02 difference 23.97
C0204263 branch 002014 rolled 09/09/10 su 01 difference 109.00
PC0203864 branch 235642 rolled 01/09/10 su AA difference 11.20 I
[End of Response] I
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
F/718/2
POL00028898
POL00028898
IDate: 27-Sep-2010 15:56:06 User:Cheryl Card
[Start of Response] I
8 agreed, routing to Gareth Jenkins at Bus-Apps-Des for advice on how to correct the differences. I
[End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
jDate:27-Sep-2010 15:56:15 User:Cheryl Card I
the Call record has been transferred to the team: Bus Apps_Des I
jthe Call record has been assigned to the Team Member: Gareth Jenkins
Progress was delivered to Consumer
Date:29-Sep-2010 13:44:28 User: Customer Call_
S per KEL:wrightm331457
the branch accounts will need to be corrected. Peak PC0204765 has been sent to development for advice on how to correct the
jecounts. For further occurrences of this problem, update PC0204765 with your branch details.
ode: H21740500102
rime: 29/09/10 13:1
event Text: totalReceipts-73947.07, totalPayments=-73704.05. —
com. fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
Severity: Critical I
lert Group: Counter App I
nd I
ode: 19132000101
flimes 29/09/10 13:01:30
event: Text :totalReceipts=80047.38, totalPayments=-80025.01. ~
jcom,fujitsu.poa.ctre-businesslogic.print .velocity.VelocityHelperFunctions ERROR. I
Severity: Critical
lert Group: Counter APP
Date: 29-Sep-2010 14:44:31 User:Joe Harrison
problem as described in wrightm33145J
jpco203864
jode : 123564200102
summary : Trading position is -11.20. - com. fujitsu.poa.ctrc.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
Alert Group : Counter APP
ert Key : 0903
event ID : 4096
First Occurrence : 02/09/2010 08:57:56
Date: 30-Sep-2010 08:26:32 User:_Customer Call_
s per KEL:wrightm33145d
ithe branch accounts will need to be corrected.
ode: H18063200101
rime: 29/09/2010 18:22
Event Text: totalReceipts-131566.40, totalPayments—-131562.67. —
om. fujitsu.poa.ctrc.businesslogic.print velocity. VelocityHelperFunctions ERROR.
severity: Critical I
ert Group: Counter App
ode: H17011400101
time: 29/09/2010 16:21
fevent Text: totalReceipts=3815.88, totalPayments--3853.71. -
jcom.fujitsu.poa.ctre.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
Severity: Critical
ert Group: Counter App
lode: H15963200101
time: 29/09/2010 17:54 I
Jvent Text: totalReceipts-161960.16, totalPayments—-162689.17. -
om. fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperFunctions ERROR. I
everity: Critical I
ert Group: Counter App I
ode: 40020700107
ime: 29/09/2010 17:28
event Text: totalReceipts-18011.42, totalPayments=-18013.04. -
om. fujitsu.poe.ctre.businesslogic.print .velocity.VelocityHelperfunctions ERROR.
Severity: Critical
ert Group: Counter App
F/718/3
ode: 23553900102
rime: 29/09/2010 17:24
event Text: totalReceipts=77144.08, totalPayments=-76278.08. -
jcom. fujitsu.poa.ctrc.businesslogic.print .velocity.Velocity#elperfunctions ERROR.
Severity: Critical
ert Group: Counter App
ode: H28141800103
rime: 29/09/2010 17:22
event Text: totalReceipts-24099.58, totalPayments=-24093.32. -
om. fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
severity: Critical
ert Group: Counter App
ode: H17641000101
fime: 29/09/2010 17:12
event Text: totalReceipts=111116.75, totalPayments=-111146.16. -
om. fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperfunctions ERROR.
everity: Critical
lert Group: Counter App
POL00028898
POL00028898
Date:30-Sep-2010 08:32:25 User:Gareth Jenkins
call has been cloned to Call:PC0204889 by User:Gareth Jenkins
Date: 30-Sep-2010 15:33:37 User: Customer Call_
s per KEL:wrightm33145d
jThe Branch accounts will ned to be corrected
jode:H27754600101
bate and Time: 30/09/10 14:05:53
event text: totalReceipts=3781.02, totalPayments=-3779.66. -
om. fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperFunct ions ERROR.
everity:Critical
lert Group:Counter APP
Date: 05-Oct-2010 09:43:25 User:David Seddon
Evidence Added - FAD122546 - Roliover/B9S reports,
impkins
Date: 05-Oct-2010 09:56:52 User:John S:
a ALANC
Evidence Added - FR
jDate:06-Oct-2010 13:57:39 User:_Customer Call_
S per KEL:wrightm331457
the Branch accounts will ned to be corrected
jode: H13785900101
bate and Time:06/10/10 12:48:08
event text: totalReceipts=85535.77, totalPayments=-85393.78. -
om. fujitsu.poa.ctre.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
lSeverity:Critical
ert Group:Counter APP
Date:06-Oct-2010 14:11:46 User:Cheryl Card
8 per KEL:wrightm33145d
the Branch accounts will need to be corrected
ode: 01113600101
Date and Time:06.10.2010 @09:26:18
Event text: totalReceipts=633.76, totalPayments=-620.18. -
jcom.fujitsu.poa.ctre.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
Severity :Critical
ert Group:Counter APP
(Also raised as PC0205076)
Date: 06-Oct-2010 14:25:08 User:Niall Vincent
Priority TFS call 2973684 sent to SSC/EDSC for HO1113600101 "Total Receipts" @ 09:26:18
Date: 06-Oct-2010 15:36:13 User: Customer Call_
las per KEL:wrightm33145J
fhe Branch accounts will ned to be corrected
jode:HO1600100106
[pate and Time:06/10/10 14:28:29
FI718/4
POL00028898
POL00028898
event text: totalReceipts=30802.52, totalpayments=-30775.31. +
com. fujitsu.poa.ctre. businesslogic.print .velocity.VelocityHelperfunctions ERROR. Severity:Critical
ert Group:Counter APP
pate
ode
:07-Oct-2010 10:26:16 User:_Customer Call_
As per KEL:wrightm33145d
Ithe branch accounts will need to be corrected.
jode: 413883200102
rime: 06/10/2010 17:39:38
event Text: totalReceipts=64717.61, totalPayments=-64696.95. — I
om, fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperfunctions ERROR.
Severity: Critical
lert Group: Counter App
ode: H20802000101
Time: 06/10/2010 18:45:59
event Text: totalReceipts=99911.32, totalPayments=-99834.36. -
com. fujitsu.poa.ctre.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
Severity: Critical
lert Group: Counter App
jode: 413502600102
rime: 07/10/2010 08:58:37
event Text: totalReceipts-15101.23, totalPayments=~15190.00. -
om. fujitsu.poa.ctrc,businesslogic.print .velocity.VelocityHelperfunctions ERROR...
Severity: Critical
lert Group: Counter App
ate:07-Oct-2010 10:28:46 User: Customer Call_
lode: As per KEL:wrightm33145d I
Ihe branch accounts will need to be corrected.
jode: 440020700101
jtime: 07/10/2010 09:35:38
event ext: Trading position is -1.62. - com. fujitsu.poa.ctrc.business logic. print velocity. VelocityHelperFunctions
JbRROR.Severity: Critical
lert Group: Counter App
bate:07-Oct-2010 15:31:28 User: Customer Call_
s per KEL: wrightm331450
ihe branch accounts will need to be corrected.
jode: 427754600101
rime: 07/10/10 14:48:57
event Text: Trading position is 1.36. - com.fujitsu.poa.ctrc.businesslogic.print.velocity.VelocityHelperFunctions ERROR. I
everity: Critical
ert Group: Counter APP
jDate:13-Oct-2010 15:57:54 User:_Customex Call_
8 per KEL: wrightm331450
ithe branch account will need to be corrected.
ode: H37442700101
rime: 13/10/10 14:58:06
event Text: totalReceipts-14152.07, totalPayments=-14072.88. ~
om. £ujitsu.poa.ctre.businesslogic.print velocity. VelocityHelperFunctions ERROR.
Severity: Critical
Jlert Group: Counter APP
jDate:14-Oct-2010 10:57:28 User: Customer Call_
Further events found:
jode: H13182400103
Time: 14/10/10 09:39:22
Event Text: Trading position is -48.35. - com. fujitsu.poa.ctre.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
everity: Critical
lert Group: Counter APP I
count: 1
First Occurrence: 14/10/10 09:39:22
Last Occurrence: 14-OCT-2010
jode: H13182400102
rime: 14/10/10 09:31:31
vent Text: Trading position is -48.35. - com. fujitsu.poa.ctrc.businesslogic.print.velocity.VelocityHelperfunctions ERROR.
everity: Critical
lert Group: Counter APP
count: 1
FI718/5
POL00028898
POL00028898
first Occurrence: 14/10/10 09:31731
juast Occurrence: 14-OCT-2010
jode: 123832000103
ime: 14/10/10 09:09
vent Text: Trading position is 91.34. - com. fujitsu.poa.ctre.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
severity: Critical
ert Group: Counter APP
fount: 1
First Occurrence: 14/10/10 09:09:35
juast Occurrence: 14-OCT-2010
ode: H22231100101
rime: 14/10/10 09:09:11
event Text: Trading position is -115.60, - com. fujitsu.poa.ctrc.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
Severity: Critical
jAlert Group: Counter APP
ount: 1
First Occurrence: 14/10/10 09:09:11
last Occurrence: 14-OCT-2010
Date: 14-Oct-2010 13:23:16 User: Customer Call_
Further events:
jode: H13883200101
ftime: 14/10/10 12:12:10
Event Text: Trading position is 20.66. - com.fujitsu.poa.ctrc.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
severity: Critical
lect Group: Counter APP
count: 1
first Occurrence: 14/10/10 12:12:10
last Odcurrence: 14-OCT-2010
Date:16-Oct-2010 11:07:30 User: Customer Call_
Purther event:
ode: 413883200101
fime: 16/10/10 10:27:25 I
fEvent Text: Trading position is 20.66. - com.fujitsu.poa.ctrc.businesslogic-print.velocity.VelocityHelperFunctions ERROR. I
Severity: Critical
ert Group: Counter APP
fount: 1
First Occurrence: 16/10/10 10:27:25
Last Occurrence: 16-OCT-2010
jpate:18-Oct-2010 13:55:46 User:Gareth Jenkins
Returning to SSC as agreed with Mark
Date:18-Oct-2010 13:55:57 User:Gareth Jenkins
ithe Call record has been transferred to the team: EDSC
jProgress was delivered to Consumer I
jDate:18-Oct-2010 14:13:33 User:Darran Avenell
lhe Call record has been assigned to the Team Member: Mark Wright
jprogress was delivered to Consumer
Date: 20-Oct-2010 13:24:28 User: Customer Call_
lrurther event found:
ode: 21740100103
lime: 20/10/10 12:13:15
Event Text: totalReceipts-10232.42, totalPayments=-10232.15. -
com. fujitsu.poa.ctre. businesslogic.print .velocity.VelocityHelperFunctions ERROR.
everity: Critical
lert Group: Counter APP
fraliy: 1
First Occurrenc:
Last Occurrence
20/10/10 12:13:15
20-OCT-2010
jDate:21-Oct-2010 10:25:17 User: Customer Call_
6 per Kel:wrightm33145g
Ihe branch accounts will need to be corrected.
jode: H45831100101
ime: 20/10/10 17:41:21
vent Text:totalReceipts=116682.50, totalPayments=-116671.42. - I
jcom.fujitsu.poa.ctre.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
Severity :Critical
F/718/6
POL00028898
POL00028898
ert Group: counter APP
Date:27-Oct-2010 15:18:36 User: Customer Call_
JFurther event found:
Date/Time: 27/10/10 14:42:05
ode: 437442700101
event text: Trading position is 79.19. - com.fujitsu.poa.ctre.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
everity: Critical
frally: 1
First Occurrance: 27/10/10 14:42:05
ert Group: Counter APP
event ID: 4096 I
jbate:28-Oct-2010 15:18:58 User:_Customer Call_
Date/Time:27/10/10 13:37:13
ode: 21740500102
event text: Trading position is 243,02 com, fujitsu.poa.ctrc.businesslogic.print .velocity.VelocityHelperFunctions ERROR.
severity: Critical
ffally: 1
lrirst Occurrane
ert Group: Counter APP
levent ID: 4096
Date:28-Oct-2010 15:20:28 User: Customer Call_
lrurther event found:
jDate/time: 27/10/10 14:42:05
lode: 37442700101
Event text: Trading position is 79.19. - com.fujitsu.poa.ctrc.businesslogic.print.velocity.VelocityHelperFunctions ERROR.
Severity: Critical
rally: 1
irst Occurrance: 27/10/10 14:42:05
lert group: Counter APP
event ID: 4096
Date: 30-Oct-2010 09:15:39 User: Customer Call_
jFurther events:
Date:29/10/10 23:53:56
jode: 01393700101
event Text: Thread died unexpectedly - com. fujitsu.poa.ctr.mainstart .StartupThreadGroup ERROR.
everity:Critical
ftally:3
First Occurance:29/10/10 2
lert Group:Counter
event ID:APP 409
3256
Date: 30-Oct-2010 09:18:10 User: Customer Call_
jFurther events:
bate: 30/10/10 00:00:06
jode:#21555200105
event Text:Thread died unexpectedly ~ com. fujitsu.poa.ctr.mainstart.StartupThreadGroup ERROR. I
jSeverity:Critical I
frally:1
First Occurance:30/10/10 0
ert Group:Counter APP
event 1D:4096
10206
Date:30-Oct-2010 09:19:11 User: Customer Call_
Further events.
jpate: 30/10/10 0
jode: H18 954200103
event Text:Thread died unexpectedly - com.fujitsu.poa.ctr.mainstart.StartupThreadGroup ERROR.
Severity:Critical
frally:1
First Occurance:30/10/10 03:45:44
lert Group:Counter APP
event 1D:4096
5:44
jDate:01-Nov-2010 10:29:07 User:Mark Wright
[Start of Response]
the software issue that caused the discrepancy is being monitored and all instances are being reported directly to POL Duty
anager with all the relevant figures and reports. I have confirmed that this issue at this office has already been reported
through. POL will get in touch with the PM regarding any remedial actions. Closing call.
[End of Response]
Response code to call type L as Category 70 -- Final -- Avoidance Action Supplied
F/718/7
POL00028898
POL00028898
F/718/8