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Brian Trotter
. To:Sandra Mi
06/03/2006 07:40 Area Intervention Office 1
ce:
Subject:UPDATE - Callendar Square - FAD 160868
Sandra
Can you please keep the branch advised.
Jennifer
Please save this to the EFC for future reference.
Thanks
Brian
Contract & Service Manager
Area Intervention Office, 10 Brunswick Road
Edinburgh EH7 5XX
Telephon
Mobile €
---~ Forwarded by Brian Trotter!
3 External E-Mail brian.trotter@
n 06/03/2006 07:39-——-
Shaun Turner
To:Sandra MacKay/e/t
Brian Trotter/e/F_
ce:
Subject:UPDATE - Callendar Square - FAD 160868
02/03/2006 16:40
Sandra/Brian,
Pretty much the same status with Callendar Square. They need to let Horizon Systems Desk know if they have further
problems, and the fix should be down to them with the S90 release as stated in my previous email. As you can see from
the e-mail below though, there is now recognition that is a wider issue than just a software "quirk" at just one branch,
which means it is now being activiely managed as a cross domain problem with Fujitsu.
Regards
Shaun
Service Support Manager
Service Team
Post Office Ltd
Operations
2nd Floor, The Markets DMB, 6/16 New York Street, LEEDS. LS2 7DZ
Postline: L
External Em
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Gary Blackburn
To:Shaun Turner/e/,_
ce:
Subject:
FW: Callendar Square - FAD 160868
01/03/2006 14:26
Shaun
It appears that Callendar square is not alone with it's mismatch problem. It also appears that Fujitsu are expecting S90
release to resolve this quirk.
We have opened a cross domain problem record, Lynne Fallowfield is the contact.
Only advice for the branch is to continue logging instances of the problem with HSD.
regards
Gary
Resolution Manager
Post Office Ltd
Operations
1st Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive, BARNSLEY, S73 0TB
STD Phone
» Fax: N/A, VoiceMail: N/A, Mob
External Email: gary.blackburn
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n 01/03/2006 14:18 ——-
Lynne Fallowfield
To:Gary Blackburn/ef_
ce:
Subject:FW: Callendar Square - FAD 160868
24/02/2006 11:11
Gary
I think you may have got involved with the branches that I have asked Liz/Mike to look at- FADs for these branches are
442614, 152508, 059025, 132941
Not sure if you have been copied into the info below.
Lynne
Problem Manager
Post Office Ltd
Operations
Dearne House, Post Office Counters Ltd, Cortonwood Business Park, Cortonwood Drive, BARNSLEY, S73 0TB
Nn 24/02/2006 10:11 ---—-
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Stewart Mike
To:"lynne fallowfiel
ce:
Subject:FW: Callendar Square - FAD 160868
Redacted ” <lynne-fallowfield@j-
23/02/2006 13:02
Lynne, I was waiting for an update on this branch Callendar Sq see the email
chain below. The problem is possible the same as the others that still have
mis matches and whther thay have been moving Stock units ?.
I think i am inclined as per this issue to wait and see if all these
branches are OK after the S90 counter roll out starts 4th after the pilot
this week.
I will maybe just get Anne to check these out to see if there is any
commonality with this Callendar Sq.
Rgs Mike
From: Chambers Anne O
Sent: 23 February 2006 12:09
To: Stewart Mike
Subject: RE: Callendar Square - FAD 160868
Mike,
I believe John has already responded to this, so don't know if you need any
more from me...
Haven't looked at the recent evidence, but I know in the past this site had
hit this Riposte lock problem 2 or 3 times within a few weeks. This problem
has been around for years and affects a number of sites most weeks, and
finally Escher say they have done something about it. I am interested in
whether they really have fixed it which it why I left the call open - to
remind me to check over the whole estate once $90 is live - call me cynical
but I do not just accept a 3rd party's word that they have fixed something!
What I never got to the bottom of, having usually had more pressing things
to do, was why this outlet was particularly prone to the problem. Possibly
because they follow some particular procedure/sequence which makes it more
likely to happen? This could still be worth investigating, especially if
they have continuing problems, but I don't think it is worthwhile until we
know the $90 position.
Please note that KELs tell SMC that they must contact sites and warn them of
balancing problems if they notice the event storms caused by the held lock
and advise them to reboot the affected counter before continuing with the
balance. Unfortunately in practice it seems to take SMC several hours to
notice these storms by which time the damage may have been done.
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22 February 2006 14:31
To: Simpkins John
Cc: Chambers Anne O
Subject: FW: Callendar Square - FAD 160868
Importance: High
John, Did you get time to look at this ? do we think all will be well after
$90 counter rollout ?.
Rgs Mike
John, As Anne is away could I have your comments as you were involved as
well.
Rgs Mike
Anne, You are always a good place to start, having read the call I see you
have left the following note:Call E-0510120769
Wed 01 February 2006 15:55 by PINICL / Saved: Wed 01 February 2006 15:55
Update by Anne Chambers:Category 40 -- Pending -- Incident Under
Investigation:The timeout events are apparently fixed in a new Riposte
version released at $90 - see PC0126376. I've looked at problems reported on
31st Jan - can't see why the system reported disconnected nodes, nor why the
same user could log on twice (except that this followed a session transfer
which silently failed, for no obvious reason). I don't think there were any
ill-effects. I think the best thing now is to see what happens after $90
I'll continue to keep this call open to remind me that this site should be
checked then.
I notice that in the early guise of this problem in the call it states the
PM as Female:
Wed 12 October 2005 17:39 by UK956078 / HSH1 Saved: Wed 12 October 2005
17:39 Pm was trying to transfer £2490 from node 7 onto node 2. She states
that she has accepted the transfer on node 2 but the system is not showing
this. On node 7 it is showing pending transfer but it is not showing on node
2. It appears on her transfer sheet as cmpleated.
At the bottom of this email re a magical £43k appearing and disapearing the
PM is Male He reports:
You may recall that in September the above office had major problems with
their Horizon system relating to transfers between stock units.
The Spmr has reported that he is again experiencing problems with transfers,
(05.01.06) which resulted in a loss of around £43k which has subsequently
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rectified itself. I know that the Spmr has reported this to Horizon
Support , who have come back to him stating that they cannot find any
problem.
Clearly the Spmr is concerned as we have just spent a number of months
trying to sort out the first instance and he doesn't want a repeat
performance. He is convinced that there is something wrong with his Horizon
kit. I would be grateful if you could investigate this and give him any
support that you can. I'm due to visit the office tomorrow to have a look
at his paperwork and discuss the situation with him.
So apologies for the long windedness but I have been given this by Liz as a
problem so:
1. Is there a problem at this branch ? is it Horizon kit or is there an
issue with staff there ?
2. If there is an issue is this S90 release the cure ? how confident are
you/we it will fix the problem ?
3. $90 counter release due week 4th March. Getting Sarah to check if this
site is in the pilot 24th or just part of the general release 4th March.
Appreciate your comments please
Regards Mike
From: Evans-Jones Liz
Sent: 20 February 2006 10:57
To: Stewart Mike
Subject: RE: Callendar Square - FAD 160868
Mike
As per previous mail
Liz
Post Office Account: Service Delivery Team Manager
FUJITSU SERVICES
Mobile Number:
Office Number: I
From: gary.blackburn@
[mailto =
Sent: 17 February 2006 1
To: Liz.Evans-Jones@f
Subject: RE: Callendar Square - FAD 160868
F/333.1/5
Liz
Please see Shaun's questions below. I'm not aware of other branches having
this problem?
If this is an isolated incident how confident are we that the fix will work
and can they be moved up the pecking order for release?
regards
Gary
Resolution Manager
Post Office Ltd
Operations
ist Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive,
BARNSLEY, S73 OTB
Postline
“GRO
GRO
gary. blackburn
ao--- Forwarded by Gary Blackburn/e/
Shaun Turner
To: Gary
Blackburn/e/POSTOFFICE@
17/02/2006 10:53 c Sandra
Brian Trotter/e/
Subjec Callendar Square
- FAD 160868(Document link: Gary Blackburn)
Gary,
Thanks for looking into this for us. Couple of questions occur: -
Do we understand why this particular branch has been having problems? Or
are there other branches in the network that have been having this
problem?
Can this branch be front ended on the counter release of S90 such that
it gets the fix as soon as possible?
The e-mail from Liz suggests that there may be a reoccurence following
$90. What degree of certainty do we have that it will definitely be
fixed?
Sandra/Brian - Appreciate this is frustrating for the branch but from the
e-mail below you can see that the branches issue should be fixed with the
release of the $90 software. I have asked Gary above to see if we can put
this branch to the front of the queue for the $90 release. In the meantime
it is important that the branch continues to report any issues into HSD.
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Regards
Shaun
Service Support Manager
Service Team
Post Office Ltd
Operations
2nd Floor, The Markets DMB, 6/16 New York Street, LEEDS. LS2 7DZ
Mobile:
Gary Blackburn
To: Shaun
Turner/e
17/02/2006 10:17 cc:
Subject: RE: Callendar Square
- FAD 160868
Shaun
$90 fix for this problem, in the interim TC correction will have to
continue. Let me know if you need any further assistance.
regards
Gary
Resolution Manager
Post Office Ltd
Operations
lst Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive,
BARNSLEY, S73 OTB
Postline .
Mobex -
Evans-Jones Liz
<Liz.Evans-Jones@
GRO i
To:
gary.blackburn@
F/333.1/7
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cc:
Subject: RE: Callendar
Square - FAD 160868
16/02/2006 08:54
Hi Gary,
I have checked the call and this issue is scheduled to be resolved in $90.
$90 has already been deployed to the Datacentre and counter release is
scheduled to start 04/03/06, due for completion 14/04/06.
3rd line support has been discussing with the PM, and the last contact with
the branch (according to Powerhelp) was on 1st Feb. The call has been left
open for 3rd line to check to see if the issue reoccurs following s90.
Please let me know if I can provide any other assistance with this matter
Thanks
Liz
Post Office Account: Service Delivery Team Manager
FUJITSU SERVICES
Mobile Numbe
Office Numbe
From: gary.blackburn
[mailto
Sent: 15 February 2006 1
To: Liz.Evans-Jones
Subject: Callendar Square - FAD 160868
Liz
I have had the incident detailed below forwarded to myself by our Service
Line. The incident ref no is E- 0510120769, could you please update me on
the corrective action plan as this still appears to be occurring within the
branch.
regards
Gary
Resolution Manager
F/333.1/8
Post Office Ltd
Operations
lst Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive,
BARNSLEY, S73 OTB
Postline STD Phones fo GRO hereon .
Eaxi.N/A, VoiceMail: N/A, Mobex: § GRO I Mobex -
GRO!
External Email: gary.blackburn@
----- Forwarded by Gary Blackburn/e
Shaun Turner
To: Gary
Blackburn/e/,
16/01/2006 1 ce:
Subject: Callendar Square -
FAD 160868
Gary,
Need your advise on this branch. There appears to be an ongoing problem at
this branch with transfers between SU's causing a receipts and payments
mismatch. This first came to my attention some 3 or 4 months ago, when the
branch was chasing up an error notice to account for a loss that they had
that was related to the R & P mismatch. I believe in that case that FS had
taken it on board and were investigating it as a problem (I seem to recall
it had a PinICL number). I had to do some chasing around with P & BA to
ensure that the error notice got issued, as there was a breakdown in
processes between them and FS relating to the BIM report.
Since then it appears to have happened again, although Fujitsu are saying
no issue could be detected. I am concerned that there is a fundamental flaw
with the branches configuration, and would be interested to know how FS put
the first issue to bed.
Let me know your thoughts.
Shaun
Service Support Manager
Service Team
Post Office Ltd
Operations
2nd Floor, The Markets DMB, 6/16 New York Street, LEEDS. LS2 7D2Z
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External Email: shaun. turner@z
Brian Trotter
To: Shaun
Turner/e/{
16/01/2006 08:19 ce:
Subject: Callendar Square -
FAD 160868
Shaun
Further to Sandra's email, I visited the branch with Sandra last week and
the Spmr provided clear documented evidence that something very wrong is
occurring with some of the processors when carrying out transfers between
stock units. To be absolutely sure from our side can we either carry out a
thorough check of the alleged faulty processors or swap them out.
Thanks
Brian
Contract & Service Manager
Area Intervention Office, 10 Brunswick Road
Edinburgh EH7_ 5XX
External E-Mail
on 16/01/2006 08:15 -----
To: Shaun
Turner/e/Fe.
11/01/2006 21:35 cc: Brian
Trotter/e/{”
Subject: Callendar Square -
FAD 160868
Shaun
F/333.1/10
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You may recall that in September the above office had major problems with
their Horizon system relating to transfers between stock units.
The Spmr has reported that he is again experiencing problems with
transfers, (05.01.06) which resulted in a loss of around £43k which has
subsequently rectified itself. I know that the Spmr has reported this to
Horizon Support , who have come back to him stating that they cannot find
any problem.
Clearly the Spmr is concerned as we have just spent a number of months
trying to sort out the first instance and he doesn't want a repeat
performance. He is convinced that there is something wrong with his
Horizon kit. I would be grateful if you could investigate this and give
him any support that you can. I'm due to visit the office tomorrow to have
a look at his paperwork and discuss the situation with him.
Regards
Sandra
Sandra MacKay
Area Intervention Manager
Sales & Service
Mobile
Mobex:
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If you have received this in error, please contact the sender and then
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