West Byfleet HSD call logs M012 Doc 006
Call E-0507090180
Severity: [Pe
Customer: eX)
>roblem etails a
Call Type: (a ProbType: fgg)
EES om states that they cannot access training.
Pe)
FUJITSU
POL00061793
POL00061793
sure Details
RES call Close by Mark Outram: contact the nbsc
(Sat 09 July 2005 11: ISaved: Sat 09 July 2005 11:17
IN cess training
iS S (Saved: Sat 09 July 2005 11:18
(contact the nbsc _
[Sat 09 July 2005 11:18 by uk955548 / HSH1
[contact the nbsc
ISaved: Sat 09 July 2005 11:18
(Sat 09 July 2005 11:18 by uk955548 /HSH1 s ‘Saved: Sat 09 July 2005 11:18
(Call Close by Mark Outram: contact the nbsc_
ie)
FUJITSU
Call E-0507290644 ©2002 Fujitsu Services Limited
Status:{(els- PC CEN Fri 29 July 2005 17:47 Affected Site: [RPLex}
Severity Oana Geel Fri 29 July 2005 17:50 FAD/Path Code: [fPIO2)
le:
Customer: (IPE) : = ig
Local / intermediate / Remote: : RS wis /HsH7 I
Tite: eam 7] Department ff
Product Type: (fy ProbType:{ ESSE Problem: [all
sullen cc states that has a frozen screen whilst doing a transaction
19/07/2005 17:50 Repair ig) Resolution sed
West Byfleet HSD call logs M012 Doc 006
POL00061793
POL00061793
i CO I
Product {f iption: (saa ‘Server Name: [fl I
eference: [ Associated
[OPEN [Fri 29 July 2005 17:45 by uk955549 / HSH7 - ISaved: Fri 29 July 2005 17:47
I INew call taken by Jason Rogers: cc states that has a frozen screen whilst doing a transaction
\information Fri 29 July 2005 17:49 by uk955549 / HSH7 ri 29 July 2005 17:49
[checked events, no errors
‘Advice Fri 29 July 2005 17:49 by uk955549/HSH7 "ISaved: Fri 29 July 2005 17:49
[advised cc to reboot
[ce states that he will do this
IFri 29 July 2005 17:50 by uk955549 / HSH7
boot required —
Fri 29 July 2005 17:50 by uk955549 / HSH7 (Saved: Fri 29 July 2005 17:50
'Saved: Fri 29 July 2005 17:50
offered
\Call Close by Jason Rogers: cc states that has a frozen screen whilst doing a transaction. reboot required. ref
Call E-0508260113
RSE 35 «et ri 26 August 2005 09:08 MP NEReerey 126023
I Priority:{( Local / intermediate / Remote: {fj SEs 10955550 /HsH8
Product Type Call Type: (gy ProbType- Saray
Ges eulik sd pm states screenhas forzen during reboot
Closed:[
I Closed: ff
(ES call Close by Holly Andrew: pm states screenhas forzen during reboot advised pm to reboot
Tries Riposte I
OTI Reference: If Counter Affected: f]
Call Activity Log I
IFri 26 August 2005 09:03 by uk955550 / HSHB ISaved: Fri 26 August 2005 I
I09:05
INew call taken by Holly Andrew: pm states screenhas forzen during reboot I
~ IFri 26 August 2005 09:07 by uk955550 / HSH8 ~~ ISaved: Fri 26 August 2005
I 0%
advised pm to reboot
IFri 26 August 2005 09:07 by uk955550 / HSH8
I
I ladvised pm to reboot —
ISaved: Fri 26 August 2005 I
(09:07
oO
FUJITSU
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Call Close by Holly Andrew: pm states screenhas forzen during reboot advised pm to reboot
Fe)
FUJITSU
Call E-0509150698 ©2002 Fujitsu Services Limited
eed [Thu 15 September 2005 17:44 ‘Affected Site: [EEOx ys a
EEEEH Thu 15 September 2005 17:53 [z@ariukerr ea 126023
I No. counters
Wi Local / intermediate / Remote ; enn uk956529 / HSH8
TERR ostristress
Cause: I[e73 I! Resolution: [Ri
all Close by Nicola Howe: PM states that her bop is printing faintly, advised her to get a new image drum, ref no
‘Thu 15 September 2005 17:43 by uk956529 / HSH8 __ ISaved: Thu 15 September 2005 17:44
New call taken by Nicola Howe: PM states that the bop is printing faintly, has changed toner and its only a bit
‘September 2005 17:46 by uk956529 / HSH8
advised PM to clean LED array UN
linformation ‘Thu 15 September 2005 17:46 by uk956529 / HSHB
[Thu 15 September 2005 17:49 by uk956529/HSH8 (Saved: Thu 15 September 2005 17:49
I ‘Try a print. If still poor then generate a ‘cleaning page’, may need to be done 2 -3 times.
Information [Thi I
hu 15 September 2005 17:52 by uk956529 / Hs (Saved: Thu 15 September 2005 17:52
[advised PM to change image drum and call back if this doesnt help
z 16529 / HSHB ISaved: Thu 15 September 2005 17:53
(Saved: Thu 15 September 2005 17:53
M states that her bop is printing faintly, advised her to get a new image drum, refno
Fe)
FUJITSU
Call E-0509190463
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Status: (el
Severity: [Ey
eee
Product Type: Ie, Call Type: [(%
Problem Text: (URe
EE call Close by Russell Bull: Engineer replaced the counter printer... Call closure code of and repair code 821
ei Seieucss WF09190190 Counter Affected: (aaa Associated Reference:
Call Activity
OPEN Mon 19 September 2005 10:43 by uk956669 / HSH6 Saved: Mon 19 September 2005 10:44
New call taken by Barrie Curtin: PM reports CP isnt accepting MLPs
(Advice [Me ptember 2005 x 7 Ode
advised to check tally, ribbon, gap lever, mylar guard and cables.
[information [Mon 19 September 2005 10:46 by uk956669 / HSH6 Saved: Mon 19 September 2005 10:46
[pm reports after check all these the CP still doesnt print labels
Node status (Mon 19 September 2005 10: 46 by uk956669 / HSH6 Saved: Mon 19 September 2005 10:46
node is operational =
Recommend [Mon 19 September 2005 10:47 by uk956669 / HSH6 ‘ISaved: Mon 19 September 2005 10:47
Icall opened @ 10.44 19/09/05 recommend check swap CP
Access Times Mon 19 September 2005 10:48 by uk956669 / HSH6
I Imon to fri 0900-1730 sat 0900-1230 2=—sti(‘:*#
(Open OT! —_I[Mon 19 September 2005 10:50 by SYSADM / ASTEA Saved: Mon 19 September 2005 10:50
[Automatic Open OTI ***Updated by Barrie Curtin at 19 /09/2005 10:50:24 - —
EASSIGN [Mon 19 September 2005 10:50 by uk956669 / HSH6 ~ (Saved: Mon 19 September 2005 10:50
[Call # E-0509190463 was Reassigned from Barrie Curtin, Group HSH6 to Group UKSS1
\Saved: Mon 19 September 2005 10:48
OTI Success INew call sent to Dispatch 1
OTI Success [Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WFO9190190
[UPDATE [Mon 19 September 2005 11:00 by PATHWAY / ‘Saved: Mon 19 September 2005 11:03
{sla 1014 20/9
‘UPDATE [Mon 19 September 2005 11:01 by PATHWAY /
I sla only 101420109 ic =
UPDATE [Mon 19 September 2005 11:33 by PATHWAY / ‘Saved: Mon 19 September 2005 11:37
[engineer geoff to leave ithica at bracknell stores for amar to collect
IREASSIGN Mon 19 September 2005 11:46 by Dispatch 1 / ~~ (Saved:
(ie projected arrival date for engineer 090501 is 19 -09-2005 12:45:00 engineer aware, will call back for full
details - heading to bracknell now
UPDATE —_IMon 19 September 2005 11:46 by Dispatch 1/
** [Engineer 090501 allocated).
UPDATE [Mon 19 September 2005 12:25 by PATHWAY / * ~ ISaved: Mon 19 September 2005 12:29
IDEALOCS0 Other - please specify Allocating to Qasim : z
UPDATE Mon 19 September 2005 12:25 by PATHWAY / "ISaved: Mon 19 September 2005 12:29
I** [Engineer 090501 released call.] — - oo -
REASSIGN [Mon 19 September 2005 12:27 by Dispatch 1 /
\Saved: Mon 19 September 2005 11:03
Saved: Mon 19 September 2005 11:48
a
I
I
Saved: Mon 19 September 2005 12:29
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
{The p
[Repeat Call We. 19 September 2005 12: 34 by / uk953335 / HSH2
[pm has due out this afternoon
(UPDATE [Mon 19 ERE
I [Engineer 089357 arrived on site at 19-09-2005 1
[UPDATE [Mon 19 September 2005 16:02 by Dispatch 1 /
I [Work completed
‘UPDATE (en 49 September 2005 16:02 by Dispatch a is
[Engineer replaced the counter printe
ENG VISIT [Mon 19 September 2005 15:30 by 089357 / ENGINEERS Saved: Mon 19 September 2005 15:45
i
Engineer replaced the counter printer...Call closure code of and repair code 821 I
ASSIGN [Mon 19 September 2005 16:06 by Dispaich 1/ Saved: Mon 19 September 2005 16:06
jomim monitor reassigned this call from Dispatch 4 to the Action Group HSH6 as directed by the OTIReturn activity I
JOTI Success OT! monitor reassigned this call from Dispatch 1 to the Action Group HsHé a as s directed iby y the OTIRetum: aaivity I
OTI Success Re
{e ceived calli closure from Dispatch 1
(CLEAR “(Mon 19 September 2005 15:45 by uk954986/HSH6 Sa Mon 19 September 2005 15: 45 I
IEngineer replaced the counter printer... Call closure code of and repair code 621
CLOSE [Tue 20 September 2005 08:46 by uk954986/HSH6 ~—Savved: Tue 20 September 2005 08:46
(Call Close by Russell Bull: Engineer replaced the counter printer.. Call closure code of and repair code 821
Fe)
FUJITSU
Call E-0509200234 02 Fujitsu Services Limited
Closed esis [Tue 20 September 2005 10:10 Affected Site: [fPor xis
I _Severity:IE} H [Tue 20 September 2005 10:12 [igveyatuhense ee
og Shikhar Saxena [
sum
fl Call Type!
ee eae. BOP - makes grinding noises - red light flashes -
(QEESF 20/09/2005 10:12
Soa Call Close by Imran Hussain:
rder from communisis
I [eyes 12602399 I __sCéescription: Sees 09ws3036629K
Gectes PATOKI8P-PTR Deseription:Ielaian
OT! Reference: Counter Affected: (Q Associated Reference:
[Tue 20 September 2005 10:08 by uk085263 / HSH2 [Saved: Tue 20 September 2005 10:10
INew call taken by Imran Hussain: BOP - makes grinding noises - red light flashes -
rumkit/toner was changed long while ago
“ITue 20 September 2005 10:11 by uk085263/HSH2
ladvised: change drumkittoner
[Tue 20 September 2005 10:11 by uk085263 / HSH2
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[BOP - makes grinding noises - red light flashes - advised change drumkit/toner
{Tue 20 September 2005 10:12 by uk085263/HSH2 (Saved: Tue 20 September 2005 10:12
(Call Close by Imran Hussain: BOP - makes grinding noises - red light flashes - advised change drumkittoner - pm I
I ‘to order from communisis I
[CLOSE
oO
FUJITSU
Call E-0509210435 ©2002 Fujitsu Services Limited
) Status: (eer) CRORE Affected Site: ff
FAD/Path Code: [f
Me
I Priority: CS iran IUK084050 / HSHS
Product] il : Probrype I grea 2 Probiem:]]
Type I
ies eiud (Link call e-0509200234 pm has changed the image drum and toner as requested. the new image drum prints
455 [black marks as before.
by Mark Brown: swapped be
PES Ty I 12602399 ET OK! Printer SSE eH o9ws3036629K
Counter Affected: [f] Associated Reference: I
all y a
[Wed 21 September 2005 10:40 by GB082227 / HSH5 ISaved: Wed 21 September 2005 10:42
'New call taken by Anthony Vasse: Link call e -0509200234 pm has changed the image drum and toner as
requested. the new image drum prints black marks as before.
[pm has put the new image drum in correctly and removed all the plastic.
‘information IWed 21 September 2005 10:45 by GBO82227 / HSHS ~_ ISaved: Wed 21 September 2005 10:45
I [pm has cleaned the led array. pm cannot find any paper dust. the pages have black marks on them.
‘Information Wed 21 September 2005 10:46 by GB082227 / HSHS_ (Saved: Wed 21 September 2005 10:46
i Ithe text is not clear. ae a SESE g Y :
ecommend IWed 21 September 2005 10:46 by GB082227 / HSHS ~ ISaved: Wed 21 September 2005 10:46
lanengineer check/swap the bop. i _
‘Access Times Wed 21 September 2005 10:46 by GB082227/HSH5 ——SC«S Saved: Wedd 21 September 2005 10:46
I confirmed access times mon to fri 0900 -1730 access duringlunch
[Open OT! Wed 21 September 2005 10:46 by SYSADM / ASTEA ISaved: Wed 21 September 2005 10:46
I [Automatic Open OT! **Updated by Anthony Va
[REASSIGN Wed 21 September 2005 10:46 by GB082227 / i
Call # E-0509210435 was Reassigned from Anthony Vasse, Group HSH5 to Group UKSS1.
New call sent to Dispatch 1
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
IREASSIGN [Wed 21 September 2005 11:12 by Dispatch 1/ [Saved: Wed 21 September 2005 11:13
IThe projected arrival date for engineer 089357 is 21 -09-2005 15:15:
\UPDATE —_IWed 21 September 2005 1 yatch < Soo
I [Engineer 089357 arrived on site at 21-09-2005 16:
[UPDATE [Wed 21 September 2005 16:34 by Dispatch 1/
Wed 21 September 2005 16:33
10 ** [Engineer 089357 Logged On]
[Saved: Wed 21 September 2005 16:36
I [Work completed
[UPDATE Wed 21 September 2005 16:34 by Dispatch 1/ " ISaved: Wed 21 September 2005 16:36
lswappedbop i(itit—~S VA Se SO Le
ENG VISIT [Wed 21 September 2005 16:17 by 089357 / ENGINEERS ISaved: Wed 21 September 2005 16:21
[swapped bop Call closure code of and repair code 821
ASSIGN [Wed 21 September 2005 16:36 by Dispatch 1/
[OTI monitor reassigned this call from Dispatch 4 to the Action Group HSH8 as directed by the OTIReturn activit
~~ [Saved: Wed 21 September 2005 1
(OT! Success [I monitor reassigned this call from Dispatch 1 to the Action Group HSHS as directed by the OTIRetumn activity
OTl Success [Received call closure from Dispatchi=—=<“—~“‘“‘“~*S*“‘“‘S*S*”*”*‘<‘<‘<‘i<C
(CLEAR [Wed 21 September 2005 16:21 by UKO84050/HSHS (Saved: Wed 21 September 2005 16:21
[swapped bop Call closure code of and repair code 821
CLOSE [Wed 21 September 2005 16:40 by UK084050/ HSHS ISaved: Wed 21 September 2005 16:40
(Call Close by Mark Brown: swapped bop Call closure code of and repair code 821
Fe)
FUJITSU
Call E-0509230688 ultsu Services Limited
I NT Fri 23 September 2005 17:32 QURPNESEEISTEYI126023
Severity [PXe Fri 23 September 2005 17:35 flla\e)=h\irese ey 126023,
Customer ( No. Counters: lf
‘0
(EES seema
I -—-
is
Product Type: j ProbType:
ecullicca pm states her power went and is getting power company to sort out
Call Closure Details
‘all Close by Akram Ali: pm states her power went and is getting power company to sort out. advised pm to call us.
and power up when back
OTI Reference ‘ounter Affected: [f i
alll y Log
OPEN [Fri 23 September 2005 17:31 by uk955547 / HSH2 ISaved: Fri 23 September 2005 17:32
Jew call taken by Akram All: pm states her power went and is getting power company to sort out
[advised pm to power up and call us when power comes back
(CLEAR [Fri 23 September 2005 17:34 by uk955547 / HSH2 saved: Fri 23 September 2005 17:34
[advised pm to call us when power comes back and power back
CLOSE Fri 23 September 2005 17:35 by uk058647 / HSH2 ‘aved: Fri 23 September 2005 17:35
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[Call Close by Akram Ali: pm states her power went and is getting power company to sort out. advised pm to call us and
[power up when back
foe)
FUJITSU
Call E-0509240165 ©2002 Fulisu Services Limited
EIEEy ISat 24 September 2005 09:54 PGES eISTSYI126023 =
er Tue 04 October 2005 13:09 ueres ieaTHow I
is (0 : I I csteos (Ree 1 DESK OBC
58 Catherine - NBSC
TERRES cal close by Andrew Smith: Office closed due to flood, office re -opened on 27/09
\sat 24 September 2005 09:53 by GB082460 / HSH
[New call taken by Natasha Scott PO closed today due to food = power willbe of during this period. PO may re-
lopen Monday 26th Sept.
‘kit will be ‘switched off during this period
[REASSIGN [Sat 24 September 2005 09:57 by GB082460 / HSHB ISaved: Sat 24 September 2005 09:57
[Call # E-0509240165 was Reassigned from Natasha Scott, Group HSH8 to Group SMC? -DISTRIB FY!
{EASSIGN [Mon 26 September 2005 10:30 by uk060861/SMC7-Disirib
[Call # E-0509:
IREASSIGN [Mon 26 September 2005 12:50 by uk060861/SMC7-Distrib _ISaved: Mon 26 September 2005 12:50
[Call # £-0509240165 was Reassigned from Adele Jane Kenny, Group SMC7 -Distrib to Group DESK OBC
eater ‘Mon 26 September 2005 12:50 by uk060861 / SMC7 -Distrib [Saved: Mon 26 September 2005 12
[Please check with PO whether they are open or not, be! SON See
Tue 04 October 2005 13:09 by uk955556/ HSHS _ ISaved: Tue 04 October 2005 13:09
[Call information modified by Andrew Smith Problem Type: from ‘ECO4' to 'ECOS'
9 by uk955556 / DESK OBC. "Saved: Tue 04 October 2005 13:09
[Call Close by Andrew Smith: Office closed due to flood, office re opened on 27/09
oO
FUJITSU
Call E-0509260175 ©2002 Fulitsu Services Limited
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
38
Customer: [Ki i
Priority:IB)
RS clerk Department:
eine
thica 94 Printer Ives HE001985228
OTI Reference: (WSVeraneex) Counter Affected: [FJ Associated Reference: I
OPEN [Mon 26 September 2005 09:10 by uk085263 / HSH2 ‘Saved: Mon 26 September 2005 09:11
[New call taken by Imran Hussain: Counter Printer - no power -
information [Mon 26 Septer 9:12 by uk085263/HSH2
Information [Mon 26 September 2005 09:13 by uk085 263 / HSH2 ~~ [Saved: Mon 26 September 2005 09:13
[suspected printer cable — oO a
Node status [Mon 26 September 2005 09:13 by uk085263 / HSH2 ISaved: Mon 26 September 2005 09:13
loperates
Recommend IMon 26 September 2005 09:14 by uk085263 / HSH2 ‘Saved: Mon 26 September 2005 09:14
[recommend engineer check/swap ithica or cable from node 3
‘Access Times IMon 26 September 2005 by uk085263 / HSH2_ ‘Saved: Mon 26 September 2005 09:14
[mon - fri: 0900 - 1730
(Open OTI —_IMon 26 September 2005 09:14 by SYSADM / AS TEA ISaved: Mon 26 September 2005 09:14
[Automatic Open OTI ***Updated by Imran Hussain at 26/09/05 09:14:33 - -
[REASSIGN [Mon 26 September 2005 09:14 by uk085263 / HSH2 \Saved: Mon 26 September 2005 09:14
[Call # £-0509260175 was Reassigned from Imran Hussain, Group HSH2 to Group UKSS1
OT! Success {New call sent to Dispatch 1
OTI Success [Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WF09260033
[The projected arrival date for engineer 084480 is 26 -09-2005 09:25:00 ** [Engineer 084480 allocated}.
UPDATE [Mon 26 September 2005 11:17 by Dispatch 1/ \Saved: Mon 26 September 2005 1
[Engineer 084480 despatched to site at 26-09-2005 09:27:00 SLA 17.11 26/9
UPDATE [Mon 26 September 2005 11:47 by Dispatch 1 / Saved: Mon 26 September 2005 11:49
[Engineer 084480 arrived on site at 26-09-2005 11:43:00 ** [Engineer 084480 Logged On]
\UPDATE [Mon 26 September 2005 11:48 by Dispatch / 7 [Savec
[Workcompieted 7
UPDATE [Mon 26 September 2005 11:48 by Dispatch 1 / Saved: Mon 26 September 2005 11:49
Ireplaced fuse on power cable plug. - I
ENG VISIT [Mon 26 September 2005 11:43 by 084480 / ENGINEERS ~ (Saved: I
Ireplaced fuse on power cable plug. Call closure code of and repair code 824 I
REASSIGN [Mon 26 September 2005 11:49 by Dispatch 1 / [Saved: Mon 26 September 2005 11:49 I
[OTI monitor reassigned this call from Dispatch 1 to the Act ion Group HSH2 as directed by the OTIReturn activity I
I
I
I
I
‘Saved: Mon 26 September 2005 11:49
4
I
I
1
I
IREASSIGN [Mon 26 September 2005 09:24 by Dispatch 1 / ISaved: Mon 26 September 2005 09:25 I
I
I
I
I
I
I
I
I
I
on 26 September 2005
(OT! Success. [6T/ monitor reassighed this call from Dispatch 1 to the Action Group HSH2 as directed by the OTIRetum activity I
JOTI Success [Received call closure from Dispatch 1
R [Mon 26 September 6 by GBO TREN ‘Saved: Mon 26 September 2005
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
oO
FUJITSU
Call E-0510030449 ©2002 Fujitsu Services Limited
Status: (oe BESET Mon 03 October 2005 11:24 Affected Site: [126023 =
Severity (PJ c
Customer: No. Counters: iB :
Priority: CSR/Team (ff
(EE leslie
Product Type: [
EEE Leslie @ nbso states that the site reopened on the 27th of september@ 0900
Call Closure Details
Mca Close by Thomas Fie site is now open - itreopened on the 27th of september
Product: etry Server Name:
OTI Reference: ff Counter Affected: {Qj
‘Mon 03 October 2005 11:22 by uk956665 / HSH1
INew call taken by Thomas Field: Leslie @ nbso sta
Call E-0510060251
BES Thu 06 october 2005 09:54 FAD/Path Code: (NOC)
[cose siverd ne Va ance
‘Ee
I Priority:(Q Local / intermediate / Remote:
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
SECT OsP for Seema misra PM
fee e8 06/10/2005 09:54
Asset ID:
erty ADMIN j Server Name‘(f =
I Associated Reference: (RPAECEETS
OPEN ‘Thu 06 October 2005 09:39 by uk953195 / HSH8 ‘Saved: Thu 06 October 2005 09:40
I New call taken by Darryl Johnson: OSP for Seema misra PM
‘information Thu 06 October 2005 09:54 by uk953195 / HSH8. ~~ ISaved: Thu 06 October 2005 09:54
(OSPhasbeenissued eG 3 Sees
‘Thu 06 October 2005 09:54 by uk953195 / HSH8 ~—__ISaved: Thu 06 October 2005 09:54
Call Close by Darryl Johnson: OSP has been issued
ie)
FUJITSU
Call E-0510140339
Pesiaus(cceI Opened (REKSESSEORTEDEE AMfectod Sie
[ Severity: (ARN Fri 14 October 2005 16:37 [fi-\syigr ies PATHO
a3
Customer: (TEI I
I Privy (SERRE Local intermediate / Reno (aa aaa ams
102 Fulitsu Services Limited
(eee Jenni
Product Type: [I
Problem Te:
(ele 14/10/2005 16:37
{eg Call Close by Sarah Dawe: Site Communicating. EOD received
~ IFri 14 October 2005 11:39 by UK956078 / HSH1 ISaved: Fri 14 Oct
New call taken by Jennifer D'Falco: FAD non polling, please investiagte
[Fri 14 October 2005 11:40 by UK956078 / HSH1 R ~ ISaved: Fri 14 October 2005 1
Information Fri 14 October 2005 11:41 by UK956078 / HSH1 - [Saved: Fri 14 October 2005 11:41
[Pm states that the office is closed today as there is a problem with the safe. All the counters are being audited.
HSH
m states that she has rebooted thyis morning due to a power cut.
ri 14 October 2005 11:43 by UK956078 / HSH1 Saved: Fri 14 October 2005 11:43
Advisedreboot sss—<CS~s—S oO a :
Information
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
'ISaved: Fri 14 October 2005 11:45,
"Saved: Fri 14
[Advise pm to check a reboot is ok with auditor.
linformation Fri 14 October 2005 11:49 by UK956078/HSH1 ———SCSC=«SSsaved: Fri 14 October 2005 11:49
I (Guiding pm through reboot.
Access Times Fri 14 October 2005 11:51 by UK956078 / HSH1
I mon-fi09.00-17.30nolunch
REASSIGN Fri 14 October 2005 11:52 by UK956078 / HSH1 [Saved: Fri 14 October 2005 11:52
I Call # E-0510140339 was Reassigned from Jennifer D'Falco, Group HSH1 to Group DESK NONPOLL
‘information Fri 14 October 2005 12:01 by uk953358/HSH6 [Saved: Fri 14 October 2005 1
I Pmisrebooting@i148 00” a eae
[information Fri 14 October 2005 16:37 by uk953358 / Desk Comms
ISite Communicating. EOD received
'ISaved: Fri 14 October 2005 1
saved: Fri 14 October 2005 16:37
(CLEAR
~~ ISaved: Fri 14 October 2005 16:37
(CLOSE IFri 14 October 2005 16:37 by uk953358 / Desk Comms (Saved: Fri 14 October 2005 16:37
I (Call Close by Sarah Dawe: Site Communicating. EOD received I
fe)
FUJITSU
Call E-0510170416 ©2002 Fujitsu Services Limited
RR Cicer) TET ion 17 October 2005 11:05 BETSSEEISTEYI 126023
ESE se NNN Fo22729 Mon 17 October 2005 11:10 NyartteceedI 126023
[Prony ie
“system busy, adv pm this is part of normal reboot, ref given
SET 12602399 Serial No:
PATICLX36: Mul Nims Server Name:
oT : = 1 Associated
cl Reference:I
[OPEN [Mon 17 October 2005 11:00 by uk951654 /HSH7 _ (Saved: Mon 17 October 2005 11:05
I INew call taken by Erica Tidman: caller is restarting the computer and he had a blue screen but now it has gone to
system busy
[Advice Mon 17 October 2005 11:09 by uk951654 / HSH7 [Saved: Mon 17 October 2005 11:09
I ladv caller the system isloading as normal, refgiven cS
[CLEAR [Mon 17 October 2005 11:10 by uk951654 / HSH7 [Saved: Mon 17 October 2005 11:10
I [no fault, part of normal reboot - _ —
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
tober 2005 11:10
[Mon 17 October 2005 11:10 151654 Hi
I (Call Close by Erica Tidman: system busy, adv pm this is part of normal reboot, ref given
ee)
FUJITSU
Call E-0511050159 ©2002 Fujitsu Services Limited
Status: ‘IS s2t 05 November 2005 09:57 EER ERIE 126023
ier Set 05 November 2005 10:01 ERNoyarriereyI126023
Priority:( Local / intermediate / Remote: (fj Seen uk954989 / HSH1
Seles X54795074211121
ret i Descrpion gl Severna
OTI Reference: ff = Counter Affected: (J Associated Reference: (f
[OPEN ISat 05 November 2005 09:56 by uk954989 / HSH1 ISaved! Sat 05 November 2005
I I (09:57
INew call taken by Matthew Wilson: PM states touch screen is not responding
‘Sat 05 November 2005 09:58 by uk954989 / HSH1 (Saved: Sat 05 November 2005
I (09:58
advise i'n off monitor and clean then recalibrate i
Information Sat 05 November 2005 10:00 by uk954989 / HSH1 Saved: Sat 05 November 2005
I 10:00
_—
touch screen is now working
‘Sat 05 November 2005 10:00 by uk954989/HSH1 —_—‘[Saved: Sat 05 November 2005 I
t 10:00
[Touch screen not working. clean touch screen and recalibrated. scree n now working
‘Sat 05 November 2005 10:01 by uk954989 / HSH1 [Saved Sat 05 November 2005
10:01
mg
2)
(Call Close by Ma
‘recalibrated. screen now working
fre)
FUJITSU
Call E-0511050159 ©2002 Fujitsu Services Limited
TEESE s 5 er st 05 November 2005 10:01 RNeyarureuryI126023
I Priority: {J Local / intermediate / Remot = Cane uk954989 /HSH1 I
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
126023
sf 05/11/2005 10:01 Repair: (Zt Resolution: (EE
ICall Close by Matthew Wilson: Touch screen not working. clean touch screen and recalibrated. screen now working
[advised to turn off monitor and clean then recalibrate
‘Information ISat 05 November 2005 10:00 by uk954989/HSH1 —_ISaved:: Sat 05 November 2005 10:00
I [touch screen is now working 7 — —
[CLEAR (Sat 05 November 2005 10:00 by uk954989/HSH1 ~~ ISaved: Sat 05 November 2005 10:00
I Touch screen not working. clean touch screen and recalibrated. screen now working =
\Sat 05 November 2005 10:01 by uk954989 / HSH1 aved: Sat 05 November 2005 10:01
[Call Close by Matthew Wilson: Touch screen not working. clean touch screen and recalibrated. scr een now
orkin,
o
FUJITSU
Call E-0511050165 ©2002 Fuiitsu Services Limited
losed OSEIEEN Sat 05 November 2005 10:01 Affected Site: (EPL) I
I FAD/Path Code: ff
8
[CLose
[
I
oblem Details [
I
I
\
Product Type: (fl Call Type: [i] = I
= ae \
J
Giese ue BCR not working
I —CCaicosure Details iS sure Details a a ;
SEE 05/11/2005 10:02 [Cause XM Repair (IQR ‘Resolution: Sy
R nol
OTI Reference: Associated Reference
ISaved: Sat 05 November 2005 10:01
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
INew call taken by Matthew Wilson: BCR not working
‘Advice (Sat 05 November 2005 10:01 by uk954989 / HSH1
I [advised to clean lens, check for scrathces and reboot
information [Sat 05 November 2005 10:02 by uk954989/ HSH1 ISaved: Sat 05 November 2005 10:02
0s clean. pm will reboot at end of day
(CLEAR
~ ISaved: Sat 05 November 2005 10:02
~~ [Sat 05 November 2005 10:02 by uk954989 / HSH1 ISaved: Sat 05 November 2005 10:02
(Call Close by Matthew Wilson: BCR not working, cleaned lens and rebooted
[2
FUJITSU
2002 Fujitsu Services Limited
Call E-0511160161 &
I Status: (3 RR 126023
FAD/Path Code: (Px amas
jo. Counters: I
fae os
1611112005 09:21
tox
i Severna
Associated Referencs
(OPEN Wed 16 November 2005 09:19 by uk955547/HSH2 ISaved: Wed 16 November 2005 09:20
I _ INew call taken by Akram Ali: pm statse he has discprepancy on system
‘Advice Wed 16 November 2005 09:21 by uk955547 / HSH2 ISaved: Wed 16 November 2005 09:21
I ‘advised pm to call nbsc I
(CLOSE Wed 1¢ 16 November 2005 09:21 by uk955547 / HSH2_ ISaved: Wed 16 November 2005 09 :21
I [Call Close by Akram
i: pm statse descrepancy on system advised pm to call nbsc
[oe]
FUJITSU
Call E-0511230280 ©2002 Fujitsu Services Limited
I Stats: (or Wed 23 November 2005 10:05 Affected Site: [FPLx) ]
Severity: ff 3 8
kk
Be FAD/Path Code: (FPP)
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Call Closure Details
Cause: (( i —___ Resolution: (ESR
fll Close by Barrie Curtin: pm reports that CP isnt working. advised through checks. pm will continue unassited and
OTI Reference: Counter Affected: Associated Reference:I
OPEN ISaved: Wed 23 November 2005 10:05.
advised the pm to check the following. mylar guard slip loader gap lever tally roll cables obstructions reset
Information IWed 23 November 2005 10:07 by uk956669 / HSH6 ISaved: Wed 23 November 2005 10:07
pm will continue unassited and come back to us
ICLEAR Wed 23 November 2005 10:08 by uk956669 / HSH Be ved: Wed 23 November 2005 1
[pm will continue unassited and come back to us S Sea
CLOSE — Wed 23 November 2005 10:08 by uk956669 / HSH6 [Saved: Wed 23 November 2005 10:08
Call Close by Barrie Curtin: pm reports that CP isnt working. advised through checks. pm will continue unassited
land come back to us
fe)
FUJITSU
I
I
i
i
Call E-0511250758 ©2002 Fujitsu Services Limited
iosed NNN. sired [Fri 25 November 2005 16:47 Affected Site: [FPLIex)
ee Mon 28 November 2005 12:12 126023
eee es
[caine Teno eszo16 HSH
REED v's Atmea Phone! RS 126023
FEST : : Caller 10: (aaa : ; Loi I
‘Clerk states CP is not printing mail labels
= Resolution: I[ger)
RES call close by David Dawe: Engineer replaced the counter printer. Call closure code of and repair code 821
Hl Counter Affected: (Fy Associated Reference’
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[OPEN [Fri 25 November 2005 16:46 by uk954989/HSH1 (Saved: Fri25November 2005 16:47 I
I [New call taken by Matthew Wilson: Clerk states CP is not printing mail labels, I
MODIFY — ig ba 25 November 2005 16:49 y uk954989/HSH1 ‘Saved: Fri 25 November 2005 16:49 Cs)
I [Call information modified by Matthew Wilson Node Affected: from ‘1’ to '2"
[information [Fri 25 November 2005 16:49 by uk954989 / HSH1 Saved: Fri 25 November 2005 16:49
{clerk called with fault earlier and has been through checks. - Oe
Node status — lee 25 November 2005 16:50 by uk954989 THSH1 = ~~ Saved: Fri 25 November 2005 16:50
[node is operational ie 2
‘Access Times Fri 25 November 2005 16:50 by uk954989 / HSH1 ~__ISaved: Fri 25 November 2005 16:50
[Mon to Fri 09.00 - 17.30 Sat 09.00 - 13.00
Recommend [Fri 25 November 2005 16:51 by uk954989 / HSH1 ISaved:
engineer to check/swap CP on node2. call logged 16.47
125 ‘November 2005 16:51
[Open oTi Fri 25 November 2005 16:51 by SYSADM / ASTEA Saved: Fri 251 November 201
(Automatic Open OT! ***Updated by Matthew Wilson at 25/11/2005 16:51:50
IREASSIGN [Fri 25 November 2005 16:51 by uk954989 / HSH1 (Saved: Fri 25 November 2005 4
I [Call # E-0511250758 was Reassigned from Matthew Wilson, Group HSH1 to Group UKSS1
(OT! Success [New cali sent to Dispatch 1
OT Success fe ceived an Acknowledgement from Dispatch 1 Dispatch 1 call number is WF11250371_ ‘4 I
[UPDATE Fri 25 November 2005 17:01 by PATHWAY / ISaved: Fri 25 November 2005 17:03 I
{sla 1623 26/11 I
'REASSIGN [Sun 27 November 2005 12:28 by Dispatch 1/ ~~" ISaved: Sun 27 November 2005 12:31 I
a projected arrival date for engineer 000163 is 28 -11-2005 10:00:00 ENGINEER SHOWING PART IN GOOD I
i
UPDATE {Sun 27 November 2005 12:28 by Dispatch 1 / ISaved: Sun 27 November 2005 12:31
I [Engineer 000163 allocated)
UPDATE [Mon 28 November 2005 08:30 by PATHWAY / aS ~~ ISaved: Mon 28 November 2005 08:34.
I [DEALOC12 ServiceLink UnAvailable ae oo
UPDATE — [Mon 28 November 2005 08:30 by PATHWAY/ =————SCSCSC*CS ved Monn 28 November 2005 08:34
I** [Engineer 000163 released call.]
UPDATE ane 28 November 2005 09:08 by by PATHWAY /
j [@@VOICED - Engineer aware
[UPDATE [Mon 28 November 2005 09:11 by Dispatch 1/ ‘Saved: Mon 28 November 2005 09:14
I I** [Engineer 000162 allocated} - - - — -
IPDATE tk n 28 November 2005 12:09 by
I [Engineer 000162 arrived on site at
IUPDATE [Mon 28 November 2005 12:09 by Dispatch 1 /
I [Work completed
‘Saved:
I
I
I
I
I
+
I
I
— I
jon 28 November 2005 09:11
I
I
I
I
I
I
I
Ase 28 November 2005
:09 by Dispatch 1/ I
[Engineer replaced the counter printer. I
ENG VISIT [Mon ‘28 November 2005 10:00 by! 000162 / ENGINEERS Saved: Mon 28 November 2005 10:45 I
I
[Engineer replaced ‘the counter rit iter. Call closure code « of and ‘repair cod 821
[REASSIGN Mon 28 November 2005 12:10 by Dispatch 1/ ISaved: Mon 28 November 2005 12:10
I [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OTIReturn acti vity. I
OT! Success [OT] monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by t the OTIReturn actly I
(OT! Success [Received call ciosure from Dispatch 1
[CLEAR [Mon 28 November 2005 10:45 by uk952016/HSH1 __—_—[Saved: Mon 28 November 2005 10:45
iS er replaced the counter printer. Call closure code of and repair code 821
rose ~ [Mon 28 November 2005 12:12 by uk952016/HSH1 (Saved: Mon 28 November 2005 12:12
(Call Close by David Dawe: Engineer replaced the counter pri nter. Call closure code of and repair code 821 _
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
FUJITSU
Call E-0511250761
(©2002 Fujitsu Services Limited
Department:
Call C
(25/11/2005 16:57 B Cause (CN Repair (I Resouton eed
Call Close by Matthew Wilson: Touch screen not responding, cleaned screen and failed recalibration. advised reboot.
‘ref no given
[OPEN [Fri 25 November 2005 16:50 by uk954989 / HSH1
(Call Close by Matthew Wilson: Touch screen not responding. cleaned screen and failed recalibration. advis ed
‘reboot. ref no given
Fo)
FUJITSU
Call E-0512051031
Status: [[e/
©2002 Fujitsu Services Limited
[Severity 3B
B82 comer
Sey 126023
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
REE cat close by Mark Brown: @@CHARGE no fault found. Call closure code of and repair code 819.
PERT 12602399 [oestrone Counter 400 - Live PO SETHI YBREOO143
Sites I
ae I Desnion Counter 400 - Live PO cael
Isites I
iy) WF 12050414 CounterI&y Associated
Reference: Affected: I Reference
ESEEEE 0612/2005 12:05 : Repair (EMM Resolution: [ie
OPEN lon 05 December 2005 18:16 by GB082227 / HSHS ISaved: Mon 05 December 2005 18:17
lew call taken by Anthony Vasse: pm did a cash dec laration. the machine startedto make anoise.
[Node status Mon 05 December 2005 GB082227 / HSH5 S sd: Mon 05 December
I Inode is not operational Sk Soe ex =
Information (Mon 05 December 2005 18:18 by GB082227 / HSHS ‘Saved: Mon 05 December 2005 18:18
all logged at 18.17
MODIFY [Mon 05 December 2005 18:18 by GB082227/HSH5 ——~—«(Saved: Mon 05 December 2005 1818
b (Call information modified by Anthony Vasse Node Affected: from'‘1'to'3 . o
‘Advice [Mon 05 December 2005 18:18 by GB082227 / HSHS ISaved: Mon 05 December 2005 18:18
I [pm shut the machine down. it will not reboot. the screen goes to windows nt then goes blank.
‘Advice «Mon 05 December 2005 18:19 by GB082227/HSH5 + ~—_—([Saved: Mon 05 December 2005 18:19
{the pm turned the system off for two minutes.
[Mon 05 December 2005 18:19 by GB082227 / HSHS ISaved: Mon 05 December 2005 18:19
Ithe cables appear to be okay. no critical events are showing on tivoli
Recommend Mon 05 December 2005 18:20 by GB082227/HSHS ——~—*(Saved: Mon 05 December 2005 18:20
lan engineer check/swap the node 3 base unit and cables. pls clear the lan before swapping out the base unit.
‘Access Times [Mon 05 December 2005 18:20 by GB082227 / HSH5 ISaved: Mon 05 December 2005 18:20
‘confirmed access times mon to fri 0900 -1730 access during lunch periods.
Information
(Mon 05 December 2005 18:21 by SYSADM/ASTEA [Saved: Mon 05 December 2005 18:21
‘Automatic Open OTI **Updated by Anthony Vasse at 05/12/05 18:21:56 3 A
Mon 05 December 2005 18:21 by GB082227 / HSHS javed: Mon 05 December 2005 18:21
[Call # £-0512051031 was Reassigned from Anthony Vasse, Group HSHS to Group UKSS1
(Open OTI
REASSIGN
JOTI Success {jew cail sent to Dispatch 1
IReceived an Acknowledgement from Dispatch 1 Dispatch 1 call number i s WF12050414
REASSIGN Mon 05 December 2005 19:24 by Dispatch 1/ ; “ISaved: Mon 05 December 2005 19:25
‘The projected arrival date for engineer 084480 is 06-12-2005 09:00:00 ** [Engineer 084480 allocated).
INFORMATION Tue 06 December 2005 09:10 by UK061 337 / UKSS2 ‘Saved: Tue 06 December 2005 09:10
OTI Success
OTI Success nade has been sent to Dispatch 7 ES
UPDATE Tue 06 December 2005 09:13 by Dispatch 1/ ISaved: Tue 06 December 2005 09:13
[Engineer 084480 despatched to site at 06 -12-2005 08:15:00 sla 1700 6/12
UPDATE Tue 06 December 2005 09:28 by Dispatch 1/ ———S—SCSCSC«* Saved: Tue 06 December 2005 09:30
[Engineer 084480 arrived on site at 06-12-2005 09:19:00 ** [Engineer 084480 LoggedOn]
UPDATE ‘Tue 06 December 2005 10:18 by Dispatch 1/ ISaved: Tue 06 December 2005 10:20
sla reentered
UPDATE —_[Tue 06 December 2005 10:27 by Dispatch 1/ [Saved: Tue 06 December 2005 10:31
Work complete
UPDATE Tue 06 December 2005 10:27 by Dispatch 1/ (Saved: Tue 06 December 2005 10:31
/ I@@CHARGE no fault found.
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Tes
I [@@CHARGE no fault found. Call closure code of and repair code 819
IREASSIGN [Tue 06 December 2005 10:31 by Dispatch 1/ Saved: Tue 06 December 2005 10:31
I [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSHS as directed by the OTIReturn
‘activity
ae monitor reassigned this call from Dispatch 1 to the Action Group HSHS as directed by the OTIReturn
I ‘activity
I [Received call closure from Dispatch 1
~~ Tue 06 December 2005 12:05 by UKO84050/HSH5 ~~ (Saved: Tue 06 December 2005 12:05
[@@CHARGE no fault found. Call closure code of and repair code 81: Cees
‘Tue 06 December 2005 12:05 by UK08405 0 / HSH5 (Saved: Tue 06 December 2005 12:05 I
[Call Close by Mark Brown: @@CHARGE no fault found. Call closure code of and repair code 19 I
9)
FUJITSU
Call E-0512060215 ©2002 Fujitsu Services Limited
- [ EIS 126023
Department:
Probiypelian en
Call Closure Details
Cause: OMEN Repair (Gad
AES call close by Sarah Dawe: Site Communicating. EOD received I
[Tey 12602399 Rees YBRE001436
PATICLX365/400C eter teal Standard Counter 400 - Live PO Server Name-(j
Sites I
Associated I
Reference
‘Tue 06 December 2005 09:53 by uk951586 /Desk NonPoll ved: Tue 06 December 2005 09:54
INew call taken by Leanne Hudson: Node 3 is non -polling, please investigate.
REASSIGN _ [Tue 06 December 2005 09:54 by uk951586/Desk NonPoll ‘Saved: Tue 06 December 2005 09:55
oni x - CounterIky
Reference: I Affected:
(Call # E-0512060215 was Reassigned from Leanne Hudson, Group Desk NonPoll to Group DES K
I 'NONPOLL
(OPEN_CALL_TS ITue 06 December 2005 09:55 by uk951586 / Desk NonPoll ISaved: Tue 06 December 2005 09:55
[Open Calls Troubleshoot (Affected Site:126023) -
Iinformation ‘Tue 06 December 2005 09:55 by uk951586/Desk NonPoll _ISaved: Tue 06 December 2005 09:
I i on site from 0!
information ‘Tue 06 December 2005 11:59 by uk953358 / Desk NonPoll Saved: Tue 06 December 2005 11:59
ISite Communicating. EOD received
~~ Saved: Tue 06 Decemb
[Tue 06 December 2005 11:59 by uk953358/Desk NonPoll __ISaved: Tue 06 December 2005 11:59
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
(Call Close by Sarah Dawe: Site Communicating. EOD received
©2002 Fujitsu Services Limited
Affected Site:
FAD/Path Code:
No. Counters’
Gets (Call Close by Imran Hussain: swiss francs given to colleague - trying to transfer ands not in dropdown list - advised
‘reboot - pm to reboot unassisted
pear satel
‘Server Name f
‘Sat 17 December 2005 10:25 by uk085263 / HSH6- [Saved: Sat 17 December 2005 10:26
jven to colleague - trying to transfer ands not in di
5 ‘Saved: Sat 17 December 2005
lother nodes not affected
ISat 17 December 2005 10:27 by uk085263 / HSH6 \Saved: Sat 17 December 2005 10:27
ladvised reboot
‘swiss francs given to colleague - trying to transfer ands not in dropdown list - advised reboot _
[Sat 17 December 2005 10:28 by uk085263 / HSH6 ISaved: Sat 17 December 2005 10:28
Call Close by Imran Huss fer ands dropdown list - advised
[reboot - pm to reboot unassisted
[oe]
FUJITSU
Call E-0601100096 ©2002 Fujitsu Services Limited
{ ITue 10 January 2006 09:03 NPR ISTE I 126023
Closed. jutemr)
Status: [(
FAD/Path Code: [Px]
I i I No. couners I
0 Local / intermediate / Remote: [fj eS 8082227 /HsHs I
I cary
aT
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Cail Type:
he online services are down.
a network failure.
Serial No
‘Server Name:
[OPEN [Tue 10 January 2006 09:00 by GB082227 / HSHS [Saved: Tue 10 January 2006 09:03
I [New call taken by Anthony Vasse: the online services are down. a a
Information [Tue 10 January 2006 09:07 by GB082227/HSH5— Sa
lthe site is health checking. this is an adsl site. adsl phone nos ig”
‘Advice [Tue 10 January 2006 09:08 by GB082227 / HSH5 ISaved: Tue 10 January 2006 09:08
I [pm has pwwdctr on node 1 —_ - - —_
‘Advice ~~ “‘Tue 10 January 2006 09:08 by GB082227 / H:
I ladvised pm to reboot the gateway. switch off for 30 seconds. gave call ref.
‘SUSPEND [Tue 10 January 2006 09:09 by GB082227 / HSHS [Saved: Tue 10 January 2006 09:09
[Due for Release on 10/01/2006 at 09:39:00 Call suspended by Anthony Vasse pending result of the reboot.
ry 5 by GB082227 / HSH5— . J I 09:28
I Call released by Anthony Vasse: for update. S
Information [Tue 10 January 2006 09:27 by GB082227 / HSH5 (Saved: Tue 10 January 2006 09:27
[pm has rebooted to clear a network failure/pwwdctr.
CLEAR [Tue 10 January 2006 09:27 by GB082227/HSHS (Saved: Tue 10 January 2006 09:27
[pm has rebooted to clear a network failure. x SEE x
[CLOSE [Tue 10 January 2006 09:27 by GB082227/HSHS ISaved: Tue 10 January 2006 09:27
[Call Close by Anthony Vasse: pm has rebooted to clear a network failure. 7 ~
‘Saved: Tue 10 January 2006 09:07
IRELEASE
i
Fe)
FUJITSU
Call E-0602200350 ©2002 Fujitsu Services Limited
Affected Site =
I FAD/Path Code: [PL
Prob Type:
es cuulice Ipm states that showing £ 6000 down from balance.
Sint! Call Close by Joanne Rowland: pm states that showing £ 6000 down from balance..advised nbsc issue
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Asset 1D: I aaa Serial No:(]
Pertee Riposte I ‘Server Name:
OT! Reference: I Associated Reference: J
jon 20 February 2006 yy ub Mon 20 February 2006 10:
New call taken by Joanne Rowland: pm states that showing £ 6000 down from balance.
Mon 20 February 2006 10:44 by uk952601 / HSH1 "~ ISaved: Mon 20 February 2006 10:44
pms 100 down from balance. advised nbsc issue <e
ry 44 by uk9 52601 / HSH1 ~ [Saved: Mon 20 lary 2006 10:44
(Call Close by Joanne Rowland: pm states that showing £ 6000 down from balance..advised nbs issue
re)
FUJITSU
Call E-0602200355 ©2002 Fujitsu Services Limited
sn
5 Local / Intermediate / Remote: ({§
(ele ceemer misra
a
ProductI ar) aaa Cail Type:[N4 ProbType: [aaa Probie
Type: l i i
sien) pm states that showing £ 6000 down from balance. advised n bsc issue pm stated she was talking to the nbs
Teg and got cut off
Cause: Ie) Resolution: (iS
4 Call Close by Laura Sutton: pm states that showing £ 6000 down from balance. advised nb sc issue pm stated she was
talking to the nbsc and got cut off i advised pm i would put her through pm was happy with this .pmhtec
Counter Affected: (f
{Mon 20 February 2006 10:42 by uk957321/HSH2 ~ ISaved: Mon 20 February 2006 10:45
INew call taken by Laura Sutton: pm states that showing £ 6000 down from balance..advised nbsc issue pm stated
he was talking to the nbsc and got cut off
18 by uk957321 / HSH2 ~ ISaved: Mon 20 February 2006 10:48
\dvised pm i would put her back through to the nbsc_ Roe oS g
[Mon 20 February 2006 10:48 by uk957321 / HSH2 [Saved: Mon 20 February 2006 10:48
p
[CLOSE Mon 20 February 2006 10:48 by uk957321 / HSH2 ooo (Saved: Mon 20 February 2006 10:
Call Close by Laura Sutton: pm states that sh owing £ 6000 down from balance..advised nbsc issue pm stated she
\was talking to the nbsc and got cut off i advised pm i would put her through pm was happy with this .pmhtec
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
FUJITSU
Call E-0602200818
Department:{f
Product Type: [uC Call Type: (aaa I
Geel Pm states that her system is showing difference values for certain products. I
Call C
EE call close by Matthew Fry: Pm states that her system is showing incorrect values. Pm transfered
Non Horizon Business PEs) Non Horizon business ver Name: [ft
Mon 20 February 2006 15:38 by UK957065 / HSH8. ISaved: Mon 20 February 2006 15:40
INew call taken by Matthew Fry: Pm states that her system is showing difference values for certain products.
Information (Mon 20 February 2006 15:42 by UK957065 / HSH8 (Saved: Mon 20 February 2006 15:42
I [Pm states that the NBSc passed her straight through wiothout completing any checks.
[CLOSE [Mon 20 February 2006 15:42 by UK957065 / HSHB saved: Mon 20 February 2006 15:42
I [Call Close by Matthew Fry: Pm states that her system is showing incorrect va lues. Pm transfered. -
[oo]
FUJITSU
Call E-0602210464 ©2002 Fujitsu Services Limited
SEIT icc a eg Tue 21 February 2006 12:45 CEST I126023
Ss 38 UNS Tee 21 February 2006 1: B FAD/Path Code: (Fare)
Lo: en
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Asset (D: (ae Lo
ert Riposte Description. (tess
OTI Reference: I] Counter Affected: (fj Associated Reference: (fall
‘ebruary 2006 12:41 by uk0899
INew call taken by Samantha Roullier: PM states that the last couple of weeks they have had problems with the
horion kit and it is always showing that they are down in mone
linformation Tue 21 February 2006 12:48 by uk089976 / HSH7 &
[The system is showing that they are down everyday
formation ITue 21 February 2006 12:51 by uk089976 / HSH ISaved: Tue 21 February 2006 12:51
[PM states that the NBSC have advised her to try a trial balance tomorrow and then call the m back, but they also
I told her to us that the BUs may need swapping
‘Advice [Tue 21 February 2006 12:52 by uk089976/HSH7 = —~S™SCSW Saved: Tue 21 February 2006 12:52
(Saved: Tue 21 February 2006 12:48
I ladvised that we cannot get ENGRs out to swap the BU while it is bweing investigated by NBSC.
‘Advice ITue 21 February 2006 12:53 by uk089976 / HSH7 ISaved: Tue 21 February 2006 12:53
[advised that the NBSC have advised her to try a trail balance and call then should do this and then if there is a
roblem it will come throuh to us from them teir 2
‘information Tue 21 February 2006 12:53 by uk089976 / HSH7
[PM ahppy wih this — CONS
CLEAR (Tue 21 February 2006 12:53 by uk089976 / HSH7 ISaved: Tue 21 February 2006 12:53
I advised to follow NBSC advise first 7 CO
CLOSE Tue 21 February 2006 12:54 by uk089976 / HSH7. ~ ISaved: Tue 21 February 2006 12:54
‘all Close by Samantha Roullier: PM states that that system is showing her as being down everyday,she has been
advised by the NBSC, advised PM to follow this, REF offered
~~ ISaved: Tue 21 February 2006 12:53
re)
FUJITSU
Services Limited
Call E-0602230104 ©2002 Ful
EY Thu 23 February 2006 08:59 NCAR TeI126023
Fri03 March 2006 1355 il \eynvugenk a) 126023
Login
Caller ID:
Product Type’ I Call Type: [ey ProbType: [Sees
seule annetee nbsc - pm states that she has losses every week
Ui" Call Close by David Dawe: pm was getting discrepenc y's ssc have investigated and adviced that the NBSC take a 2nd
ok at this as the office stock units appear to be in a mess
a
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
(OPEN _IThu 23 February 2006 08:56 by uk952601 / HSH1 ‘Saved: Thu 23 February 2006 08:59
New call taken by Joanne Rowland: annetee nbsc - pm states that she has lo sses every week in two stock units
Information Thu 23 February 2006 09:02 by uk952601/HSH1 Ties
nbsc states there have gone through all the checks with PM
Information Thu 23 February 2006 09:03 by uk952601 / HSH1 Saved: Thu 23 February 2006 09:03
NBSC states that on the CC stock unit pm has rolled over with 1,500 loss JSA stock unit pm has rolled over with
a 200. loss nbsc states that on sat 18th Feb pm declared her cash and she had a 900 loss up until sat and then
when pm declared her over night cash on sat AT 13.00 WENT BACK TO 200 loss nbsc also states that her AA
stock unit has a 6, 000 loss pm has rolled over this as well
Information [Thu 23 February 2006 09:11 by uk952601/HSH1 ie
nbsc states that the AA stock unit has had problem for the last two weeks regarding 6, 000 loss nbsc states stock
unit has rolled over with this loss
~~ ISaved: Thu 23 February 2006 09:02
Information IThu 23 February 2006 09:14 by uk952601 / HSH1 ‘Saved: Thu 23 February 2006 09:14
nbsc states these losses are not linked to any transactions I
information ‘Thu 23 February 2006 09:18 by uk952601 / HSH1 5 ‘Saved: Thu 23 February 2006 09:18
pm states that she has 3 stock units which are showing losses pm has rolled over and pm states nbsc w ent
through checks with her
Information [Thu 23 February 2006 09:19 by uk952601 / HSH1 Saved: Thu 23 February 2006 09:19
Stock unit CC pm has rolled over with 1,500 loss node 4 user name MIS RA1 pm rolled into TP 11 with this loss
Tp 11 BP 01
linformation [Thu 23 February 2006 09:31 by uk952601 /HSHi Saved: Thu 23 February 2006 09:31
PM states she has a loss on the AA stock unit node 1 user Name SMI 001 TP 11 BP 01 PM has rolled over with a
‘loss Trail balance showes net disc 6901.59 shortage 6906. 74 over 5.15 pm states that in week TP 10 pm had a
‘shortage of europes which amounted to 4,000 in english money this was around 2,800 which PM made good trail
‘balance for TP 10 showes net disc 2433.38 shortage 2433.38 over is zero pm has rolled over with t his
Information [Thu 23 February 2006 09:44 by uk952601 / HSH1 Saved: Thu 23 February 2006 09:44
[Stock unit JSA pm has rolled over with a loss of 227.01 use name JSA 001 node 2 Trail balance net disc 227.01
shortage 446.97 over 219.96 pm has rolled in to TP 11 BP 02
KEL Ref No. Thu 23 February 2006 09:48 by uk952601 / HSH1 ‘Saved: Thu 23 February 2006 09:48
iplease check why pm has losses in three of her stock units pm has rolled these over before i could check her _
\system nbsc states that there have gone through all her paper work wi th her please see call for details
no kel found I
Information [Thu 23 February 2006 09:49 by uk952601 / HSH1 Saved: Thu 23 February 2006 09:49 I
fle id 714182 I
[Recommend Thu 23 February 2006 09:49 by uk952601 / HSH1 ~ ISaved: Thu 23 February 2006 09:49 iz I
I
Open OT! [Thu 23 February 2006 09:50 by SYSADM / ASTEA Saved: Thu 23 February 2006 09:50
‘Automatic Open OT! ***Updated by Joanne Rowland at 23/02/2006 09:50:59
REASSIGN [Thu 23 February 2006 09:50 by uk952601 / HSH1 [Saved: Thu 23 February 2006 09:50
Call # E-0602230104 was Reassigned from Joanne Rowland, Group HSH1 to Group EDSC1__ ae
MODIFY [Thu 23 February 2006 09:18 by uk952601 / HSH1 ‘Saved: Thu 23 February 2006 09:51
Call information modified by Joanne Rowland Action Group: from 'HSH1' to 'EDSC1' Associated Ref: from " to.
"H22005255L' CSR ID: from 'uk952601"
OT! Success jijew call sent to PINICL
nn
(OTI Success [Received an Acknowledgement from PINICL PINICL call number is PC0132673,
UPDATE [Thu 23 February 2006 10:20 by PINICL / ISaved: Thu 23 February 2006 10:22
{Update by Lorraine Elliott:Call routed to Team:EDSC Member:Anne Chambers TS
UPDATE [Thu 23 February 2006 16:21 by PINICL/ - Saved: Thu 23 February 2006 16:22
Update by Anne Chambers:Category 40 -- Pending -- Incident Under Investigation:Under investigation.
OTI_CLOSE IMon 27 February 2006 12:48 by PINICL / y ‘Saved: Mon 27 February 2006 12:48
NO TRANSACTION DATE AND TIME WAS PROVIDED FOR THIS ACTION USING CURRENT DATE AND
TIME Update by Anne Chambers:Category 94 -- Final -- Advice and guidance given:I have checked very carefully
land can see no indication that the continuing discrepancies are due to a system problem. I have not been able to
‘pin down discrepancies to individual days or stock units because the branch does not seem to be operating ina
particularly organised manner. In particular I have noted 1. There are 6 stock units for this 3 counter branch,
which seems a bit excessive. 2. The loss in euros in TP 9 appears genuine - the declared quantity was 4000
fewer than the system expected. Itis not clear from the information above whether anyone found out why this,
happened (there were several rem outs, and a rem in, on 23rd Dec - did the pouches contain the declared
number of euros?). 3. Stock is sometimes transferred out of a stock unit where it is not held. In particular there
were several transfers out of stock unit SMI in TP 10. At the end of the period the stock figures were corrected
‘back up to zero via Adjust Stock. This gave a gain of over £2000 in SMI. Equivalent negative stock adjusts in AA
(gave a corresponding loss in AA. 4. I am not confident that the stock declarations are always correct e.g. at the
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West Byfleet HSD call logs M012 Doc 006
lend of TP 9 there was a declared holding of 5 £20 PO phonecards in the branch, t hen a few days later 20 were
transferred from one SU to another. None were remmed in until a week after that. 5. The branch had declared 27
£20 Argos vouchers at the end of TP-9. Branches have now been instructed to rem out this product; they remmed
‘out 17 and adjusted stock to account for the remaining 10 (so did they really only have 17 to start with?). This has
‘correctly caused a loss of £200 in SU AA. 6. Lottery instants sales are entered onto the system as a single
‘transaction every 10 days or so. 7. Stock units SMI and AA rolled over with non -zero cheque holding. This may
‘be to do with how the discrepancies have been accounted for but I do not really understand this (the total is
‘(greater than the sum of the branch adjustments for TP 9 and 10). I recomm end that this call is passed back to
'NBSC tier 2 for further investigation, since there is no evidence that the discrepancies are being caused by a
‘syster Ifyou want ove information in an email, let me know.
[REASSIGN [Mon 27 February 2006 12:48 by PINICL/ [Saved: Mon 27 February 2006 12:48
I [OTI monitor reassigned this calll from PINICL to the Action Group HSH1 as directed by the OTIReturn activity
[OTI monitor reassigned this call from PINICL to the Action Group HSH1 as d irected by the OTIReturn activity
[OTI Success
[Received call closure from PINICL
\information
I ried to call the po but no answer at the moment so will try later.
[Repeat Call [Thu 02 March 2006 09:59 by uk951588/HSH6 = =~—(Saved:: Thu 02
I ‘Anne Chambers has called to chase the referral of this call to NBSC tier 2.
linformation I far b ~~ Saved: T
Information [Fri 03 March 2006 13:28 by uk952016 / HSH1 - ISaved: Fri03 March 2006 13:28
\have called the po again but still unable to get hold of the po.
formation Fri 03 March 2006 13:29 by uk952016 / HSH1
Information Fri 03 March 2006 13:30 by uk952016 / HSH1
I Ihave paged the nbsc for the rim to get the po to call in to the help desk so we can advice of the update in the call.
[SUSPEND jarch 2006 13:31 by uk952016/ HSH1
I Due for Release on 04/03/2006 at 08:00:00 Call suspended by David Dawe
[RELEASE [Fri 03 March 2006 13:51 by uk952016 / HSH1 Saved: Fri 03 March 2006 13:51
I {Call released by David Dawe: ” ”
Information — March 2006 13:54 by uk952016 / HSH1 ~~ (Saved: Fri 03 Mar
I ‘old of the pm now and have passed to the nbsc 2nd tier and they are investigateing.
[CLEAR [Fri 03 March 2006 13:55 by uk952016 / HSH1 [Saved: Fri 03 March 2006 13:55
19 pency's ssc have NBSC a 2t
k units appear to be in a mess.
ri 03 March 2006 13:55 by uk952016 / HSH1 ~~ 'Saved: Fri 03 March 2006 13:55
Call Close by David Dawe: pm was getting discrepency's ssc have investigated and adviced that the NBSC take
I ‘a 2nd look at this as the office stock units appear to be ina mess.
vestigated and adviced that the NBSC take a 2n
f°]
FUJITSU
Call E-0603040153 ©2002 Fujitsu Services Limited
126023
Local / Intermediate / Remote: [{@
TBS Postristess
Ses eiioce [Pm states that her cp is not feeding.
POL00061793
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West Byfleet HSD call logs M012 Doc 006
Call Closure Details
Resolution: RS20
linformation
‘Advice [Sat 04 March 2006 10:41 by UK957065 / HSH8
I \visually check cables -
information [Sat 04 March 2006 10:41 by UK957065 / HSH8
I [Pm states that she has already checked the cables and they seem to be iin order.
\information “Sat 04 March 2006 10:41 by UK957065/HSH8 -
I [Pm states that she can not get the cp to tuirn on
Node status [Sat oa March 2006 10: a byt UK957065 7 HSH8
[operat ional
[Recommend [Sat 04 March 2006 10:42 by UK957065 / HSH8 [Saved: Sat 04 March 2006 10:42
[please check/swap op Caill logged at 10.40
(Access Times ISat 04 March 2006 10:42 by UK957065 / HSH8 ISaved: Sat 04 March 2006 10:42
\mon - fri - 0901 sat - 0900 - 1300 No lunch
‘Open OTI [Sat 04 March 2006 10:43 by SYSADM / ASTEA - ISaved: Sat 04 March 2006 10:43
I IAutomatic Open OTI ***Updated thew Fry at 04/03/2006 10:43:1:
-ASSIGI ‘Sat 04 March 2 2006 10: oy ne
[Call # £-0603040153 was Reassigned from Matthew Fry, Group HSH8 to Group UKSS1
OTI Success INew call sent to Dispatch 1
JOTI Success [Received an Acknowied i oh 1 call number is WG03040060
REASSIGN Sat 04 March 2006 11:02 by Dispatch 1/ javed: Sat 04 March 2006 11:
I The projected arrival date for engineer 000163 is 04-03-2006 11:30 00 @VOICED
UPDATE Sat 04 Mar i wved: Sat 04 March 2006 11:
[engineer 000163 allocated).
IUPDATE [Sat 04 March 2006 12:51 by Dispatch 1/ ISaved: Sat 04 March 2006 12:52
[Engineer 000163 arrived on site at 04-03-2006 12:00:00 ** [Engineer 000163 Logged On.]
UPDATE [Sat 04 March 2006 12:51 by Dispatch 1/ [Saved: Sat 04 March 2006 12:52
} [Work completed Ce AG cae
[ENG visiT wved: Sat 04 March 2006 12:30
* [Engineer 000163 allocated). Call closure code of and repair code 821 ”
IREASSIGN [Sat 04 March 2006 12:52 by Dispatch 1/ (Saved: Sat 04 March 2006 12:52
j [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIRetum activity
JOTI Success [T] monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIRetum activity I
(OT! Success [Received call closure from Dispatch 1 x me
[CLEAR I ‘Saved: Sat 04 March 2006 12:30
[CLOSE ~—_—_[Sat 04 March 2006 14:27 by uk953335 / HSH8 : Saved: Sat 04 March 2006 1
I {Call Close by Stephen Ashby: * (Engineer 000163 allocated]. Call closure code of and repair code 821
fe)
FUJITSU
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West Byfleet HSD call logs M012 Doc 006
Call E-0603150177 2002 Fuiitsu Services Limited
(RE Cicse SS ed 15 March 2006 09:13 RNESERISTEYI126023
I Severity: (fy 09:22 FAD/Path Code: {f 3
I Customer: (EX) No. Counters: {f]
aaa
I _Priority:(Q) Local / intermediate / Remote: ({i™ : Coes UK957690/HSHS I
fis ProbType: I Sayama
pm states that the system are slowing during transaction
bess I Sener ene
Counter Affected: [i Associated Reference:
[Wed 15 March 2006 09:11 by UK957690 / HSH5- ISaved: Wed 15 March 2006 09:13
INew call taken by Rhian Shirley: pm states that the system are slowing during transaction
KEL Ref No. Wed 15 March 2006 09:19 by UK957690 / HSHS:
I INScottandkSchlatter2352Q htm a
[events are ok
‘Advice \Wed 15 March 2006 09:20 by UK 957690 / HSHS ~~ ISaved: Wed 15 March 2006 09:20
I the pm to f the time date, user. amount. just in case it keep on happening
linformation Wed 15 March 2006 09:21 by UK957690 / HSHS
[CLEAR Wed 15 March 2006 09:21
‘ho fault found advise to
Wed 15 March 2006 09:22 by UK957690/HSHS ~ ISaved: Wed 15 March 2006 09:22
{Call Close by Rhian Shirley: pm states they have a slow counter. after checking event advise pm to kep a record
for furure calls as there is no fault. pm happy
FUJITSU
Call E-0603150530 ©2002 Fujitsu Services Limited
I Status: (© ‘Opened: [Mt = Affected Site: as
SESE Wed 15 March 2006 16:32 [iz (aenfesryI126023
I Sever: EE
I Priority:(Q I Local / intermediate / Remote:
HEB Postristess
Pees
Product Type: Cail Type:(f]
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West Byfleet HSD call logs M012 Doc 006
(Ee PM states nvi and A&L are declining
Call Closure Details
[Ee 1s0s2006 1632 ics I Resolution: (Rea
RGSS call close by Kenneth Hudson: ** [No Remark entered,] Call closure code of FAILURE and repair code 821
PATPINPAD __ llores Hypercom PinPad ‘Server Name: ;
OTI Reference:IMSIEZEMEM Counter Affected: (f = - ee
all Activity
OPEN IWed 15 March 2006 13:35 by uk951651 / HSH8 Saved: Wed 15 March 2006 13:36
INew call taken by Melanie Connolly: PM states nvl and A&L are declining
Information Wed 15 March 2006 13:37 by uk951651 / HSH8 [Saved: Wed 15 March 2006 13:37
[PM states nodes 1 and 3 are declining all debit cards
[Wed 15 March 2006 13:38 by uk951651 / HS H8 ~_ ISaved: Wed 15 March 2006 13:38
[advised PM to test the network on the gateway
IWed 15 March 2006 43:38 by uk951651 / HSH8
[PMisjustloggingon
Information [Wed 15 March 2006 13:39 by uk951651 / HSH8
PM states all 3 counters are on
Information Wed 15 March 2006 13:39 by uk951651 / HSH8
[PMstatesthe network pingedx2
Information [Wed 15 March 2006 13:40 by uk951651 / HSH8 'Saved: Wed 15 March 2006 13:40
[PM has had S90 upgrade
MODIFY (Wed 15 March 2006 13:41 by uk951651 / HSH8 ‘ "~~ ISaved: Wed 15 March 2006 13:44
[Call information modified by Melanie Connolly Call Type: from 'N' to'H' Priority: from '0' to '1 Product ID: from
i
‘Advice
Information ‘Saved: Wed 15 March 2006 13:38
'ISaved: Wed 15 March 2006 13:39
ISaved: Wed 15 March 2006 13:39
‘PATICLX365/400B' to 'PATPINPAD’ Serial #: from 'YBREOO7345' to "3010126" Item Descr.: to" ...eto.
IWed 15 March 2006 13:41 by uk951651 / HSH8 Saved: Wed 15 March 2006 13:41
[advised PM that the pinpad will need replacing
Node status Wed 15 March 2006 13:41 by uk951651/ HSH8
I Inode is operational 5
‘Access Times IWed 15 March 2006 13:41 by uk951651 / HSH8 ‘Saved: Wed 15 March 2006 13:41
Imon-fri 9.00-17.30
Recommend Wed 15 March 2006 13:42 by uk951651/ HSH8 aN (Saved: Wed 15 March 2006 13:42
Icall logged @ 13.36 recommend ENG swap/check pinpad onnode1 SN
IWed 15 March 2006 13:42 by SYSADM / ASTEA Saved: Wed 15 March 2006 13:42
[Automatic Open OT! **Updated by Melanie Connolly at 15/03/2006 13:42:20
REASSIGN Wed 15 March 2006 13:42 by uk951651 / HSH8 (Saved: Wed 15 March 2006 13:42
(Call # E-0603150530 was Reassigned from Melanie Connolly, Group HSH8 to Group UKSS1 ei
‘Advice
\Saved: Wed 15 March 2006 13:41
‘Open OTI
(OTI Success
INew call sent to Dispatch 1
(OT! Success [Received an Acknowledgement from Dispatch 1 Dispatch 1 eall number is WG03150244
REASSIGN Wed 15 March 2006 14:32 by Dispatch 1/ ISaved: Wed 15 March 2006 14:36
IThe projected arrival date for engineer 000162 is 15-03-2006 14:05:00 ** [Engineer 000162 allocated]
UPDATE ~~ IWed 15 March 2006 14:34 by Dispatch 17 ‘Saved: Wed 15 March 2006 14:36
[Engineer aware of call - unable to take detailsasheisdriving-hehasparts. =
UPDATE Wed 15 March 2006 14:41 by Dispatch 1/ [Saved: Wed 15 March 2006 14:42
{@@VOICED call details to engineer
UPDATE Wed 16 March 2006 15:35 by Dispatch 1/
BEC RO REM
UPDATE Wed 15 March 2006 16:07 by Dispatch 1/ [Saved: Wed 15 March 2006 16:09
Engineer 000162 arrived on site at 15-03-2006 15:30:00 * [Engineer 000162 Logged On.] I
UPDATE IWed 15 March 2006 16:07 by Dispatch 1/ [Saved: Wed 15 March 2006 16:09 I
[Workcompleted = Cs SSCS ee
UPDATE Wed 15 March 2006 16:07 by Dispatch 1/ - ISaved: Wed 15 March 2006 16:12
engineer swapped pinpad. tested ok. I
[Saved: Wed 15 March 2006 15:39
om I
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West Byfleet HSD call logs M012 Doc 006
IENG VISIT " IWed 15 March 2006 15:30 by 000162/ ENGINEERS (Saved: Wed 15 March 2006 1:
I [** [No Remark entered.] Call closure code of FAILURE andrepaircode821tC™S
IREASSIGN [Wed 15 March 2006 16:19 by Dispatch 1/ "ISaved: Wed 15 March 2006 16:19
I [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTiReturn activity
[OTI Success {OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIRetum activity
[OTI Success fp,
eceived call closure from Dispatch 1
(CLEAR IWed 15 2006 15: " ISaved: We
I [f* [No Remark entered.] Call closure code of FAILURE and repair code 821
ICLose IWed 15 March 2006 16:32 by GB082200 / HSH8 [Saved: Wed 15 March 2006 16:32
ee)
FUJITSU
Call E-0603150536 2002 Fuiltsu Services Limited
Status: [[
5/03/2006 16:32 —si(wsts«*deICS Resolutio
ET cali close by Kenneth Hudson: engineer swapped pinpad. tested ok. Call closure code of and repair code 821
es Patrinead Hypercom PinPad Server Nam
Associated Reference:
n by
IWed 15 March 2006 13:43 by uk951651/ HSH8
I [PO has had S90 upgrade
‘Advice ~ IWed 15 March 2006 13:43 by uk951651 / HSH8
I [advised PM that the pinpad needs replacing
‘Access Times We ch 2006 165174
I Imon-fri 9.00-17.30
[Recommend IWed 15 March 2006 13:43 by uk951651/HSH8 = =—=—_I Saved: Wed 15 March 2006 13:43
{call logged @ 13.42 recommend ENG swap/check pinpad on node 3
[Open OTI [Wed 15 March 2006 13:44bySYSADM/ASTEA ——~*~CSCS*«~SS ved: Wedd 15 March 2006 13:44
A ic Ope! d by Melanie Connolly at 15/03/2006 13:44:25 x
IREASSIGN [Wed 15 March 2006 13:44 by uk951651 / HSHB ISaved: Wed 15 March 2006 13:44
I (Call # £-0603150536 was Reassigned from Melanie Connolly, Group HSH8 to Group UKSS1
(OT! Success I iNew call sentto Dispatch 1 I <s roe
(OTI Success I
jowle
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I [The projected arrival date for engineer 000162 is 15 -03-2006 14:40:00 ** [Engineer 000162 allocated).
[UPDATE — Wed 15 March 2006 14:34 by Dispatch 1/ a ISaved: Wed 15 March 2006 14:36
I [Engineer aware of call - unable to take details as he is driving - he has parts. I
\UPDATE [Wed 15 March 2006 14:41 by Dispatch 1/ (Saved: Wed 15 March 2006 14:42 j
I [@@VOICED call details to engineer
IUPDATE [Wed 15 March 2006 15:35 by Dispatch 1 / ISaved: Wed 15 March 2006 15:39
I [P1312 16TH
UPDATE Wed 15 March 2006 16:15 by Dispatch 1/
[Engineer 000162 arrived on site at y
~~ ISaved: Wed 15 March 2006 16:19
er 000162 Logged On.] tt”
[Saved: Wed 15 March 2006 16:19
(UPDATE
fe
[ENG VISIT IWed 15 March 2006 15:30 by 000162 / ENGINEERS ISaved: Wed 15 March 2006 16:00 I
I engineer swapped pinpad. tested ok. Call closure code of and repair code 821
IREASSIGN aC ‘Sav
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIRetumn activity
JOTI Success [OT] monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTiRetumn activity I
OTI Success [Received call closure from Dispatch 1 I
(CLEAR [Wed 15 March 2006 16:00 by GBO82200 / HSH8- [ saved: Wed 15 March 2006 16:00 I
I engineer swapped pinpad. tested ok. Call closure code ofandrepaircode821 0s
(Wed d/ eS I
~~ IWed y GB082200 /
[Call Close by Kenneth Hudson: engineer swapped pinpad. tested ok. Call closure code of and repair code 821
fe)
FUJITSU
Call E-0603240249 (©2002 Fulitsu Services Limited
pox RN. couners I
Priory: — ~ BCS vkosaa397HsHs
a = Department:
Product Type: jae Call Type: (ll ProbType.[geiag
Ge Cuulicsd Pm states that the cps on nodes 1+3 are not printing labels and keep rejecting them.
# [24/03/2006 14:09 css
PREG ait close by Darren Budge: swapped ithica, tested ok Call closure code of and repair code 821
I A
eis’ PATITHO4PTR peeled IIthica 94 Printer I
OT Reference: I(rererziy Counter Affected: (fy Associated Reference I
(OPEN —_IFri 24 March 2006 09:50 by uk957319 / HSH5 ISaved: Fri 24 March 2006 09:51
[New call taken by Louise Peplow: Pm states that the cps on nodes 1+3 are not printing labels and keep rejecting
‘them.
POL00061793
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West Byfleet HSD call logs M012 Doc 006
Information IFri 24 March 2006 09:53 by uk957319 /HSH5_
I [PM states that they have done the following checks.
Cleaned inside the printer and the rollers.
(Advice IFri 24 March 2006 09:53 by uk957319 / HSH5 "ISaved: Fri 24 March 2006 09:53
IAdvised the pm to check that the head gap lever is set to postion 1. Pm states that itis,
‘Advice IFri24 March 2006 08:53 by uk957319 / HSHS ISaved: Fri 24 March 2006 09:53
[Advised the pm to check that the labels are in good condtion. Pm states that they are.
IAdvised the pm to check for obstructions. Pm states that there are no obstructions,
(Advice ar 24 March 2006 09:54 by uk957319/HSH5 ~~ (Saved: Fri 24 March : 2006 08: 54
joing this now.
‘Saved: Fri 24 March 2006 09:57
‘Advised the pm to perform a factory reset talked the pm through this. f
Information [Fri 24 March 2006 09:57 by uk957319 / HSHS
[Pm is taking along time to do this.
1
I
I
if
I
i
i
I
‘Advice \Fa 24 March 2006 09:54 by uk957319 / HSHS (Saved: Fri 24 March 2006 09:54 I
I
I
I
1
I
I
Information [Fri 24 March 2006 09:58 by uk957319 / HSH5 a ISaved: ri24n March 2006 09:
[Pm states that this is no better, she has tried the label,
KEL Ref No ie 24 March 2006 09:59 by uk957319 / HSH5
Node status [Fri
(Operational.
‘Access Times IFri 24 March 2006 09:59 by uk957319 / HSH5
[Mon - Fri- 09.00 17.30 Sat - 09.00 13.00 No lunches.
(MODIFY Fi 24 March 2006 1 :00 by uk957319 / HSHS
plow Node Aff ected: fr
Recommend [Fri 24 March 2006 10:00 by uk957319 / HSH5 ISaved: Fri 24 March 2006 10:00 _
[Call logged at 09.51 recommend eng to check swap cp. -
Open OTi [Fri 24 March 2006 10:03 by SYSADM/ ASTEA _ ved: Fri 24 March 2006 10:03
I [Automatic Open OT! ***Updated by Louise Peplow at 24/03/2006 10:03:55
REASSIGN [Fri 24 March 2006 10:03 by uk957319 / HSHS ISaved: Fri 24 March 2006 10:03
(Call # E-0603240249 was Reassigned from Louise Peplow, Group HSHS to Group UKSS1
OTI Success jew call sent to Dispatch 1
OTI Success {Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG03240087
UPDATE [Fri 24 March 2006 10:24 by PATHWAY / (Saved: Fri 24 March 2006 10:28
} \sla 0921 27/3
UPDATE __ [Fri 24 March 2006 10:59 by PATHWAY / (Saved: Fri 24 March 2006 11:03
engineer advises has kit but cannot yet take detai Is as driving
REASSIGN [Fri 24 March 2006 11:00 by Dispatch 17 ved: Fri 24 March 2006 11:03
[The projected arrival date for engineer 000185 is 24-03-2006 12:30:00 ** [Engineer 000155 allocated}.
[UPDATE [Fri 24 March 2006 12:50 by Dispatch 1/ ‘Saved: Fri 24 March 2006 12:52
(Engineer 000155 arrived on site at 24-03-2006 12:30:00 * [Engineer 000155 Logged On.]
UPDATE [Fri 24 March 2006 12:50 by Dispatch 1/ (Saved: Fri 24 March 2006 12:52 _
{Work completed — Ses x
UPDATE —_IFri 24 March 2006 12:50 by Dispatch 1/ ~ISaved:
I [swapped ithica, tested ok
[swapped ithica, tested ok Call closure code of and repair code 821 I
REASSIGN [Fri 24 March 2006 12:52 by Dispatch 1/ ISaved: Fri 24 March 2006 12:52 I
[OTI monitor reassigned this calll from Dispatch 1 to the Action Group HSHS as directed by the OTIRetu rm activity I
(OTI Success 67) monitor reassigned this call from Dispatch 1 to the Action Group HSHS as directed by the OTiRetum activity I
(OT Success {Received call closure from Dispatch 1 I
CLEAR Fri 24 March 2006 12:45 by uk953233/HSHS =——=~C~*«<CS*~S*«sved: Fri 24 March 2006 12:45
I it d and repair code 821
CLOSE IFri 24 March 2006 1409 by uk953233 / HSHS ISaved: Fri 24 March 2006 14:09
[Call Close by Darren Budge: swapped ithica, tested ok Call closure code of an d repair code 621
POL00061793
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West Byfleet HSD call logs M012 Doc 006
re)
FUJITSU
Call E-0603240273
: I YlFri2 Affected Site: IfPeee
7 ES FAD/Path Code: (126023
Product Type: (any) Call Type: (ff ProbType: ({aleteg
ENE Pm states that the cp on node 1 is not
SEES 24/03/2006 14:10 Ciesicss Seg Ro Resolution: I[SS-aam
GEES call close by Darren Budge: swapped ithica, tested ok Call closure code of and repair code 821
PEST ay 12602399 ara Ithica 94 Printer
Counter Affected: f] Associated Reference:
IFri 24 March 2006 10:03 by uk957319 / HSH5 ISaved: Fri 24 March 2006 10:04
INew call taken by Louise Peplow: Pm states that the cp on node 1 is not printing labels.
[Fri 24 March 2006 10:04 by uk957319 / HSHS ‘Sa ti 24 March 2006 10:
[Advised the pm to check that the head gap lever is set to postion 1. Pm states thatitis. =
IFri 24 March 2006 10:05 by uk957319 / HSH5 ISaved: Fri 24 March 2006 10:05
[Advised the pm to check for obstructions. Pm states that there are no obstructions.
i March 2006 10:05 by 7319 / HSH5 Se
I [Advised the pm to check that the labris are in good condtion. Pm states that they are.
IInformation —IFri 24 March 2006 10:06 by uk957319 / HSHS _ Saved: Fri 24 March 2006 10:06
[Pm states that she has cleaned inside the printer and the rollers.
Advice Fri 24 March 2006 10:06 by uk9 ns
im stat she has done this.
‘Advice IFri 24 March 2006 10:06 by uk957319/HSHS Saved: Fri 24 March 2006 10:06
I Advised the pm to try a test slip. Pm states that this is no better.
KEL RefNo. [Fri 24 March 2006 10:06 by uk957319/HSHS ‘Saved: Fri 24 March 2006 10:06
I IWims consulted. au a Rea
Node status [Fri 24 March 2006 10:07 by uk957319 / HSH5 [ {: Fri 24 March 2006 10:07
[Operational - — — - -
4 I le
‘Access
I [Mon - Fri - 09.00 17.30 Sat - 09.00 13.00 No lunches
[Recommend IFri 24 March 2006 10:07 by uk957319 / HSHS
‘Open OT! i
REASSIGN [Fri 24 March 2006 10:09 by uk957319 / HSHS ‘Saved: Fri 24 March 2006 10:09
I I y
I {Call # £-0603240273 was Reassigned from Louise Peplow, Group HSHS to Group UKSS1
OTI Success INew cali sent to Dispatch 1
JOTI Success {Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG03240091
UPDATE SSS v
IFri 24 March 2006 10:24 by PATHWAY / ti 24 March 2006 10:24
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
{sla 0934 27/3
[UPDATE Fri 24 March 2006 10:59 by PATHWAY /
I lengineer advises has kit but cannot yet take detai Is as driving
IREASSIGN IFri24March 2006 11:00 by Dispatch 1/.
IThe projected arrival date for engineer 000155 is 24
[UPDATE [Fri 24 March 2006 12:49 by Dispatch 1/
[Engineer 000155 arrive
(UPDATE [Fri 24 March 2006 1
I [Work completed
UPDATE _IFri 24 March 2006 12:49 by Dispatch 1/
[swapped ithica, tested ok
[ENG VisiT 24 March 2006 12:15 I
I [swapped ithica, tested ok Call closure code of and repair code 821
IREASSIGN Fri 24 March 2006 12:52 by Dispatch 1/ ~~ (Saved: Fri 24 March 2006 12:52 I
{OTI monitor reassigned this call from Dispatch 4 to the Action Group HSHS as directed by the OTiRetumn activity
~~ Saved: Fri 24 March 2006 11:03
* [Engineer 000155 allocated).
ISaved: Fri 24 March 2006 12:52
* [Engineer 0001
\Saver
LEAR “Fri 24 March 2006 12:30 by uk953233/HSHS (Saved: Fri 24 March 2006 12:30 =]
[swapped ithica, tested ok Call closure code ofandrepaircode821.
\CLosE IFri 24 March 2006 14:10 by uk953233 / HSH5 Saved: Fri 24 March 2006 14:10
I [Call Close by Darren Budge: swapped ithica, tested ok Call closure code of and repair code 821 I
fs)
FUJITSU
Call E-0603240820 ©2002 Fuiitsu Services Limited
I _ Status: (o> SEED [Fri 24 March 2006 17:26 Affected Site: (FP)
[Seventy Fabia Code
am: So
Cg Seema
Tit
Problem Text:
Call Close by Ricki Law: error on bureau trabsaction. advised this is nbsc issue, pm transfered
OT! Reference:
y
[New call taken by Ricki Law: ‘Nothing that can be settled or refund wit h the method of payment using card on Bureau I
ransaction.
ISaved: Fri 24 March 2006 17:30
‘Saved: Fri 24 March 2006 17:30
POL00061793
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West Byfleet HSD call logs M012 Doc 006
or on bureau trabsaction. advised this is nbsc issue, pm transfered _
(Saved: Fri 24 March 2006 17:30
FUJITSU
Call E-06041: 90327 ©2002 Fujitsu Services Limited
Hed 19 April 2006 09:47 NPE See 126023
i IWed 19 April 2006 12:10 I soba cox
HERS Postristess
Te
[Call Close by Sarah Dawe: engineer Lemaire ithaca tested ok C all closure code of and repair code
Associated Refe ren
ad gap set at one
Wed 19 April 2006 09:49 by uk953335 / HSH6
Information —
linformation
tory reset
by uk953335 / HSH6~
April 2006 09: 5: 1: 9 April 2006 09:54
ipm states cp is still not printing mips
'Node status Wed 19 April 2006 09:54 by k953335/HSH6 « (Saved: Wed 19 April 2006 09:54
I lopertional
‘Access Times Wed 19 April 2006 09:55 by Uk953335 7 HSH6 "Saved: Wed 19 April 2006 09:55
mon - fri 09.00 - 17.30
Recommend Wed 19 April 2 2006 55 by uk953335/HSH6==—=—SSs=*é=<C*~*«C«*CS*~«S vee: Weed 19 April 20060
POL00061793
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West Byfleet HSD call logs M012 Doc 006
[Open OTI [Wed 19 April 2006 09:55 by SYSADM / ASTEA ~~ ISaved: Wed 19 April 2006 09:55
{Automatic Open OTI ***Updated by Stephen Ashby at 19/04/2006 09:55:30 —itst—~S
Wed 19 E 3335 / HS Se f 119 Ay
(Cali # £-0604190327 was Reassigned from Stephen Ashby, Group HSH6 to Group UKSS1
INew call sent to Dispatch 1
[OTI Success
f UcceSS Received an Acknowledgement from Dispatch 1 Dispatch 1 ca ll number is WG04190105
IREASSIGN ‘Wed 19 April 2006 10:25 by Dispatch 1 / (Saved: Wed 19 April 2006 10:28
‘The projected arrival date for engineer 000175 is 19 -04-2006 11:30:00 @voiced _
[UPDATE ©
[UPDATE [Wed 19 April 2006 11:51 by Dispatch 1/ ISaved: Wed 19 April 2006 11:52
i [Engineer 000175 arrived on site at 19-04-2006 11:22:00 ** [Engineer 000175LoggedOn} i (ti‘(‘éCC*™
Ay ~ ISaved: Wed 19 April 2006 11:52
[Work completed
[UPDATE Wed 19 April 2006 11:51 by Dispatch 1 /
I engineer replaced ithaca tested ok Call closure code of and repair code 821
IREASSIGN IWed 19 April 2006 11:52 by Dispatch 1 / ISaved: Wed 19 April 2006 11:52
(OT! monitor reassigned this call from Dispatch 1 to the Action Group HSH6 as directed by the OTIRetum activity I
(OT! Success [67] monitor reassigned this call from Dispatch ¢ to the Action Group HSH6 as directed by the OTiRetumn activity
[OT Success — -
eceived call closure from Dispatch 1
Wed 19 Ap 40 53358 / Desk NonPoll
I engineer replaced ithaca tested ok Call closure code of and repair code 821
(CLOSE Wed 19 April 2006 12:10 by uk953358 / Desk NonPoll ISaved: Wed 19 April 2006 12:10
{Call Close by Sarah Dawe: engineer replaced ithaca tested ok Call closure code of and repair code 821
ee)
FUJITSU
Call E-0605020017 ©2002 Fuiitsu Services Limited
1 fire Tue 02 May 2006 05:02 ‘Affected Site: [Px am
Local / Intermediate / Remote: ([Eiam ; CSR/Team:
ritical Alert Received on H12602300101 on 02/05/2006 at 03:45:10. Event Description: A fatal error has occurred.
corrupt storage unit was detected on volume %1 with LPN %2. UnitType %3 (0xC105003F). The message store
ll be shut down abnormally
POL00061793
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West Byfleet HSD call logs M012 Doc 006
OT! Reference: I Sores : Counter Affected: (f] Associated Reference
OPEN [Tue 02 May 2006 05:00 by UK086643 / SMC1 (Save 02 May 2006 05:02
I INew call taken by Nick Bedford: Critical Alert Received on H12602300101 on 02/05/2006 at 03:45:10. Event
I IDescription: A fatal error has occurred. A corrupt storage unit was detected on vo lume ... with LPN ... UnitType
(0xC105003F). The message store will be shut down abnormally
[Tue 02 May 2006 05:04 by UK086643 / SMC1 a
[PCARROLL
KEL Ref No.
a
[Attempting to reboot gateway counter - will monitor progress
~ ISaved: Tue 02 May 2006 06:52
epeated events received since reboot - HARDBOOT required - _
IREASSIGN Tue 02 May 2006
I
52 by UK086643 / SMC1 (Saved: Tue 02 May 200606:52,00=«~C*~* I
I ‘(Call # E-0605020017 was Reassigned from Nick Bedford, Group SMC1 to Group SMC1 HARDBOOT I
‘Contacted [Tue 02 May 2006 08:59 by uk952766 / SMC1 ISaved: Tue 02 May 2006 08:59 I
\Voiced PM. Pm happy to reboot immediately. Please monitor for reboot and further alerts then progress as per
n
‘raised call e-0605020278 call sent to UKSS for BU swap
[CLEAR [Tue 02 May 2006 10:07 by GB082294 / SMC1
[CLosE
I {Call Close by Mary Rainbow: engineer call raised on fadifad call - this call can be closed
fe)
FUJITSU
Call E-0605020144 ©2002 Fulitsu Services Limited
Er ss Re Tee 02 May 2006 08:59 FAD/Path Code: II
Product Type: Call Type: I} ProbType: [SAM Problem: (i
[seluced PM states that she has no entry signs on all icons.
aos a eng soe
[Call Close by Louise Peplow: PM states that she has no entry signs on all icons. Advised pm to re -boot the counter
ind to call back if there are any further issues.
OT! Reference:
(OPEN ‘Tue 02 May 2006 08:53 by uk957319 / HSHS ISaved: Tue 02 May 2006 08:56
New cail taken by Louise Peplow: PM states that she has no entry signs on all icon:
POL00061793
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West Byfleet HSD call logs M012 Doc 006
I [Advised the pm to re-boot the counter and to call back if there are any further issues with this. PM stat es that she is.
I ‘happy to do this.
(CLEAR [Tue 02 May 2006 08:59 by uk957319 / HSH5
10 entry signs on all icons.
by uk957319 / HSHS
‘Call Close by Louise Peplow: PM states that she has no entry signs on all icons. Advised pm to re -boot the counter
I land to call back if there are any further issues.
~ ISaved: Tue 02 May 2006 08:59
Fre)
FUJITSU
Call E-0605020278 ©2002 Fulitsu Services Limited
0 Affected Site: [f
I Seventy: 10
ustomer: ([Ck aaa Le No. Counters: (J I
Priority sex) [68082200 /HSH8 I
[Multi Counter Gateway 400 - Live
PO Sites
U
PATICLX365/400B DEE s eh Multi Counter Gateway 400 - Live
PO Sites
; Counter
j Affected;
‘Tue 02 May 2006 09:38 by uk953334 / HSH8~ ~__[Saved: Tue 02 May 2006 09:39
INew call taken by Melissa Delamaine: PM states that she still keeps getting message please wait while
‘desktop connects to riposte
‘ue 02 May 2006 09:39 by uk953334 / HSH8. g [Saved: Tue 02 May 2006 09:39
checked call e-0605020017 error found - hard reboot advised to no avail
‘Tue 02 May 2006 09:40 by uk953334 / HSH8 [Saved: Tue 02 May 2006 09:41
‘Call information modified by Melissa Delamaine Call Type: from ‘S' to 'H’ Problem: from 'SD080S' to " Priority
from ‘0’ to ‘99 Product ID: from ‘Riposte’ to 'PATICLX365/400B" Serial #: to 'YBREOO7345' Severity: from ‘3°
to ‘4’ ..ete,
(Access Times ‘Tue 02 May 2006 09:41 by uk953334/HSH8 =—Ss*=*=<C«~*«‘CS*«saved: Te OZ May 2006 09:41
i 4 0900-1730 s 0900-1300 eS SS Sa
[Recommend Tue 02 May 2006 09:41 by uk953334/HSH8 - ~ ISaved: Tue 02 May 2006 09:41
I (checkiswapBU-——i—i‘“‘sé™S™S™*~*~™S —_ Oo
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
I 'SMC or HIT.” "please can engineer print balance snapshot and contact smc to synchronize message store
I ‘before swapping out base unit"
[OPEN_CALL_TS Tue 02 May 2006 09:42 by uk953334 / HSH8 [Saved: Tue 02 May 2006 09:42
(Open Calls Troubleshoot (Affected Site:126023)
KEL Ref No. ‘Tue 02 May 2006 09:4 42 by uk953334 7 /HSH8
~ ISaved: Tue 02 May 2006 09:42
linformation [Tue 02 May 2006 09:42 by uk953334 / HSH8 ‘aved: Tue 02 May 2006 09:42
\Voiced UKSS to advise of A99
linformation
(Open OTI ‘Tue 02 May 2006 09:45 by SYSADM / ASTEA ISaved: Tue 02 May 2006 09:45
I [Automatic Open OT! ***Updated by Melissa Delamaine at 02/05/2006 09:45:00
[REASSIGN ~ 0
I {Call # E-0605020278 was Reassigned from Melissa Delamaine, Group HSH8 fo Group UKSS1
(OT! Success [New call sent to Dispatch 1 -
[OTI Success ey z
\UPDATE ‘Tue 02 May 2006 09:56 by PATHWAY /
SLA 1339 2/5 *A99*
UPDATE
lengineer aware - voiced
IREASSIGN ‘Tue 02 May 2006 10:13 by Dispatch 1 /
UPDATE —s* Tue 02 May 2006 10:14 by PATHWAY / oe [Saved: Tue 02 May 2006 10:17
I [DEALOCOS Spare not delivered 2 aS <>
UPDATE Tue 02 May 2006 10:14 by PATHWAY / ISaved: Tue 02 May 2006 10:17
[Engineer 000204 released call.]
(UPDATE ~ ‘Tue 02 May 2006 10:17 ‘by PATHWAY / ene ISavea: Tue 02 May 2008 10:19
[Escalated call to Mark Millar due to engineer havi ng to do a stock audit. a
[REASSIGN [Tue 02 May 2006 10:31 by Dispatch 1 / ISaved: Tue 02 May 2006 10:35,
[The projected arrival date for engineer 000204 is 02-05-2006 11:30:00 ** [Engineer 000204 allocated]
UPDATE —=s‘Tue 02 May 2006 12:22 by ‘Dispatch 7 4 is ee [Save : Tue 0 02 2 May 2006 12 12:25 ce
@UPDATE engineer on site.
UPDATE [Tue 02 May 2006 13:01 by Dispatch 1 / ISaved: Tue 02 May 2006 13:03
I Engineer 000204 arrived on site at 02 -05-2006 12:30:00 ** [Engineer 000204 Logged On]
UPDATE ‘Tue 02 May 2006 13:01 by Disp [Saved: Tue 02 May 2006 13:03
‘Work completed
\UPDATE ‘Tue 02 May 2006 13:01 by Dispatch 1 /
[engineer swapped adsl cable. tested ok.
e Tue (02 May 2006 12:30 by 000204/ ENGINEERS —
[engineer swapped ads! cable. tested ok. Call closure code of and repair code 821
Call Close by Kenneth Hudson: engineer swapped adsl cable. tested ok. Call closure code of and repair
code 824
I
REASSIGN (Tue 02 May 2006 13:03 by Dispatch 1 / (Saved: Tue 02 May 2006 13:03 I
I OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIReturn I
‘activity I
[OTI Success {6 T/ monitor reassigned this Call from Dispatch 1 to the Acti on Group HSH8 as directed by the OTIRetumn I
I activity I
OTI Success Received call closure from Dispatch 1 I
(CLEAR = Tue ¢ 02 I May 2006 12:55 by GB082200 /I HSH - Coe \Save Tue 02 May 2006 - 12:55 I
I ‘engineer swapped adsl cable. tested ok. Call closure code of andre pair code 824. I
‘CLOSE (Tue 02 May 2006 13:19 by GB082200 / HSH8 ISaved: Tue 02 May 2006 13:19 I
I
J
POL00061793
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West Byfleet HSD call logs M012 Doc 006
Fe)
FUJITSU
Call E-0605021966 ©2002 Fujitsu Services Limited
Severity: (EJ
Customer: f
‘Dave Sweetlove Sy I126023
Secon
ProductI
Type:
Problem
Text
BEETS Paticix3e5/4008 (Peet ois Multi Counter Gateway 400 - Live PO Sites
OTI Reference: { Counter Affected: (f
(OPEN [Tue 02 May 2006 18:16 by UK951364/SMC1 ~ [Saved: Tue 02 May 2006 18:20
INew call taken by David Sweetlove: Critical NT event at 18:05:51 02/05/06 on H -12602300101 KMRX: Riposte
IError 1722. The RPC server is unavailable. (0x6BA) RiposteCloseMessagePort
i 9
I (Weragg10550
[Recommend ITue 02 May 2006 18:25 by UK951364/SMC1 - ISaved: Tue 02 May 2006 18:25
I [Please reboot the counter — — - -
ASSIGN [Tue 02 May 2006 18:25 by UK951364/SMC1 ~~ Saved: Tue 02 May 2006 18:25 —
I [Call # E-0605021966 was Reassigned from David Sweetlove, Group SMC1 to Group SMC1
‘Repeat Call (Wed 03 May 2006 09:12 by uk951651 / HSH8 "Saved: Wed 03 May 2006 09:12
I ia = aed —— —
foe)
FUJITSU
Call E-0605030155 ©2002 Fujitsu Services Limited
Res «ee vec 03 May 2006 09:01 FAD/Path Code: [Ey
I Priority: (Q) Local / Intermediate / Remote:
ra Seema
HERR Postristress
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Gece! pm states PWWDCTR:
Call
ASS cal close by Stephen Ashby: pm states pwwdetr. reboot required. ref no offered
(Wed 03 May 2006 08:58 by uk953335 / HSH6
'New call taken by Stephen Ashby: pm states PWWDCTR-
(OPEN_CALL_TS Wed 03 May 2006 09:00 by uk953335/HSH6
i (Open Calis Troubleshoot (Affected Site:126023)
linformation [Wed 03 May 2006 09:00 by uk 953335 / HSH6 ISaved: Wed 03 May 2006 09:00
(open calls shows Critical NT event at 18:05:51 02/05/06 on H -12602300101 KMRX: Riposte Error 1722. The
RPC server is unavailable. (0x6BA) RiposteCloseMessagePort
Wed 03 May 2006 09:00 by uk95333 5 / HSH6 é
I Open Calls Troubleshoot (Affected Site:126023)
IKEL RefNo. Wed 03 May 2006 09:00 by uk953335 / HSH6
IWbragg1055Q
Wed 03 May 2006 09:01 by uk953335 / HSH6
ladvised toreboot 3 x
(Wed 03 May 2006 09:01 by uk953335 / HSH6
\reboot required
'Saved: Wed 03 May 2006 09:00
‘Advice
CLEAR
CLOSE —
foe)
FUJITSU
Call E-0605030184 ©2002 Fuiitsu Services Limited
I oe ae ee 03 May 2006 09:07 Affected Site: FEZ} I
Severity:(EJ} heey Wed 03 May 2006 09:11 ilig-\syieriqers- 126023 I
a Ii. Gore I
I Priority: (CRIM Local / intermediate / Remote: (iq Ss SMART uko51651/HSHS I
:
PE Postmistress
Ea
Product Type: (fl Call Type: ( ProbType: [By I _-Problem:{f
POL00061793
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West Byfleet HSD call logs M012 Doc 006
OT! Reference: Counter Affected: (Fim ‘Associated Reference: (film
IOPEN [Wed 03 May 2006 09:07 by uk951651 / HSH8 ISaved: Wed 03 May 2006 09:07
New call taken by Melanie Connolly: PM states the mes "online services unavailable"
[PM states she has rebooted this morning
[Advice [Wed 03 May 2006 09:08 by uk951651 / HSH8 [Saved: Wed 03 May 2006 09:08
I advised PM to test the network on the gateway counter a - a
linformation [Wed 03 May 2006 09:08 by uk951651/ HS H8 ISaved: Wed 03 May 2006 09:08
I "PM states mes " rpc server unavailable " an I
‘Advice (Wed 03 May 2006 09:09 by uk951651 / HSH8 ISaved: Wed 03 May 2006 09:09 I
I advised PM that i will check events I
OPEN_CALL_TS Wed 03 May 2006 09:09 by uk951651 / HSH8 Saved: Wed 03 May 2006 09:10 I
I (Open Calls Troubleshoot (Affected Site:126023) GRR Sa
Information Wed 03 May 2006 09:10 by uk951651 / HSH8 'ISaved: Wed 03 May 2006 09:10 -
[REF E-0605021966 Critical NT event at 18:05:51 02/05/06 on H -12602300101 KMRX: Riposte Error 1722.
The RPC server is unavailable. (0x6BA) RiposteCloseMessagePort advise reboot
Wed 03 May 2006 09:10 by uk951651/HSH8 ~~ ISaved: Wed 03 May 2006 09:10
ISaved: Wed 03 May 2006 09:10
PM is ok to reboot unassisted
Information Wed 03 May 2006 09:11 by uk951651/HSH8 ==~=~=~—~<(Saved: Wed 03 May 2006 09:11
I ‘ref offered
(MODIFY Wed 03 May 2006 09:11 by uk951651 / HSH8 ISaved: Wed 03 May 2006 09:11
/ (Call information modified by Melanie Connolly Call Type: from 'N' to 'S' Problem: from " to ‘SD0807' Product
I ID: from 'PATICLX365/400B' to 'Riposte’ Serial #: from 'YBREOO7345' Tag: from ‘12602399 Item Descr.: to"
ete.
(CLEAR \Wed 03 May 2006 09:11 by uk051651/HSH8 ==——=—=*~CS*S*«S ved: Wed 03 May 2006 09:11
reboot
(CLOSE ‘Wed 03 May 2006 09:11 by uk951651 / HSH8 'Saved: Wed 03 May 2006 09:11
Calll Close by Melanie Connolly: PM states mes
pe server unavailable,. advisede reboot, ref offered
Fe)
FUJITSU
Call E-0605030277 2002 Fulitsu Services Limited
I _ Status: ( May 2006 09:34 NNPNTESTESISTE I
I Priority: (ER L Seen uk081219/ HSH7
Caller Details
HERES Posirisiess fo cesarean
SEE 0105/2006 14:08 Eee cre RO1 Resolution (ges)
RES cal Close by Katrina Brooks: swapped b -base, tested ok
POL00061793
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West Byfleet HSD call logs M012 Doc 006
PATICLX365/400B [ilNEeSy acne [Mutti Counter Gateway 400 - Live
I [PO Sites
il] we0s030124 Counter ff : coe
Reference: Affected: I
OPEN [Wed 03 May 2006 09:33 by uk957307 / HSH7 ISaved: Wed 03 May 2006 09:34
New call taken by Alexander Gibbs: pm states that she has messsage frozen on screen pwwdctr.
[information Wed 03 May 2006 09:36 by uk057307 / HSH7 (Saved: Wed 03 May 2006 09:36
[pm states that she had this issue already this morning, call E -0605030155. pm has rebooted, but she got _
imessage again.
I
I
[OPEN_CALL_TS Wed 03 May 2006 09:37 by uk957307/HSH7 ~~ ISaved: Wed 03 May 2006 09:37 I
[Open Calls Troubleshoot (Affected Site: 126023) I
OPEN. CALL_TS Wed 03 May 2006 09:37 by Uk957307 / HSH7 ~~ [Saved: Wed 03 May 2006 09:37. I
(Open Calls Troubleshoot (Affected Site:126023) I
information \Wed 03 May 2006 09:38 by uk957307 / HSH7 ISaved: Wed 03 May 2006 09:38 I
[pm has rebooted twice this morning, once for the before mentioned issue and once for online services issue, I
__¢all E-0605030184 and once yesterday for pwwdotr, call &-0605020278. I
9 by uk957307 / HSH7 I
I [Call information modified by Alexander Gibbs Phone: from{__ GRO to ‘ad’ I
[MODIFY [Wed 03 May 2006 09:40 by uk957307 / HSH7 I
Call information modified by Alexander Gibbs Phone: from ‘ad’ to!” I
‘information Wed 03 May 2006 09:40 by uk957307 / HSH7 Saved: Wed 03 May 2006 09:40 I
pm states that reboot didn't resolve issue. ‘ 2 ae
‘Advice ~~‘ Wed 03 May 2006 09:41 by uk957307/HSH7 ISaved: Wed 03 May 2006 09:41
ladvised pm that BU of gw will have to be swapped out.
MODIFY ‘(Wed 03 May 2006 0:
4 by uk957307 / HSH7
I Calll information modified by Alexander Gibbs Call Type: from ity 99" Product I I
‘from 'Riposte' to 'PATICLX365/400B' Serial #: to 'YBREO07345' Severity: from ‘3’ to '4’ Tag: to 12602399"
Node status Wed 03 May 2006 09:41 by uk957307/HSH7 —~SC«SSavlecd: Wed O3 May 2006 09:41 I
1 Inot
A SH7
[mon fri 0900 - 1730 sat 0900 - 1300 no lunches access all day
Recommend Wed 03 May 2006 09:42 by uk957307 / HSH7 ISaved: Wed 03 May 2006 09:42 I
I call logged @ 0934 can engineer please check/swap BU on node 1
contacted Ss Wed 03 May 2006 09:43 by “Uk957307 / HSH7 we we _ [Saved: Wed 03 May 2006 09:43
I ‘contacted tony @UKME alertinghimofA99 ~
OpenOTl —_—(Wed 03 May 2006 09:43 by SYSADM / ASTEA "Saved: Wed 03 May 2006 09:43
I [Automatic Open OTI ***Updated by Alexander Gibbs at 03/05/2006 09:43:54
REASSIGN Wed 03 May 2006 09:43 by uk957307/ HSH7 ~ ISaved: Wed 03 May 2006 09:43 .
(Call # £-0605030277 was Reassigned from Alexander Gibbs, Group HSHT to Group UKSS1
INew call sent to Dispatch 1 - I
‘Contacted Wed 03 May 2006 09:44 by uk957307 / HSH7 2 ‘Wed 03 May 2006 09:44
[OTI Success
: _Noiced maria at IMT
OTI Success [An add has been sent to Dispatch 1 I
OTI Success Received an Acknowledgement from Dispatch 1 Dispatch 4 call number is WG05030124 a]
UPDATE IWed 03 May 2006 10:20 by PATHWAY / I[Saved: Wed 03 May 2006 10:21 I
I 1334 3rd
IREASSIGN s
‘The projected arrival date for engineer 000171 is 03 -05-2006 1 rV
UPDATE 'Wed 03 May 2006 10:49 by Dispatch 1 /
jigfonnaton ac Wied Os May 2006 12:15 by uk060861 / SMC7-Distrib- [Saved: Wed 03 May 2006 1215
IHave opened the KMA for gateway swap
t 03 May 2 2006 ‘Dis
are
13 May 2006 1
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West Byfleet HSD call logs M012 Doc 006
ngineer 000171 arrived on site at 03-05-2006 12:00:00 ** [Engineer 000171 Logged On] ]
IPDATE [Wed 03 May 2006 13:16 by Dispatch 1/ Re y 2006 1 I
I [Workcompleted I
\UPDATE [Wed 03 May 2006 13:16 by Dispatch 1 / ISaved: Wed 03 May 2006 13:20 I
I ___Iswapped b-base, tested ok — Oe I
ENG visiT [Wed 03 May 2006 12:00 by 000171 / ENGINEERS [Saved: Wed 03 May 2006 13:00 I
I [No Remark entered ] Call closure code of FAILURE and repair code 821 AES satel
IREASSIGN —_ Wed 03 May 2006 13:33 by Dispatch 1 / ISaved: Wed 03 May 2006 13:33
I [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH7 as directed by the OTIReturn
activity
I
I
/
I
I
(OT/ monitor reassigned this call from Dispatch 1 to the Action Group HSH7 as directed by the OTIReturn I
I
I
i]
‘activity
Received call closure from Dispatch 1
~~ IWed 03 May 2006 14:07 by uk081219/ HSH7 _
(checked evetns for node 1 roll out successful @ 3.1 on 3/5/06 at 12.25
~ Wed 03 May 2006 12:25 by uk081219 / HSH7 ISaved: Wed 03 May 2006 12:25.
swapped b-base, tested ok oo - —
[Wed 03 May 2006 14:08 by uk081219/HSH7 ~~" [Saved: Wed 03 May 2006 14:08
Call Close by Katrina Brooks: swapped b -base, tested ok _ : we
Fe)
FUJITSU
Call E-0606170102 ©2002 Fuiitsu Services Limited
WR cicsea at 17 June 2006 09:19 Affected Site: FPO}
I Severity: EG) EEEEN Sat 17 June 2006 09:21 FeV etesst 126023
(Suet GB082227 / HSHS
ET 20025,
Department:
Location’
Call Typ ProbType: [Seee)
Fes uluie the online services are down. pm has pw wdetr on the gateway.
. Saer
1 Associated Reference:
New call taken by Anthony Vasse: the online services are down. pm has pwwdctr on the gateway.
‘at 17 June 2006 09:20 by GB082227 Eee “ [Savec 47 June 2006 09:20 _
(checked tivoli. pm has an rpc error message. advised pm to reboot as per wims.
‘ISat 17 June 2006 09:21 by GB0822 27 / HSHS
[pm is rebooting to clear pwwdctr.
Sat 17 June 2006 09:21 by GB082227 / HSHS
(Call Close by Anthony Vasse: pm is rebooting to clear pwwdctr.
~ ISaved: Sat 17 June 2006 09:21
POL00061793
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oO
FUJITSU
Call E-0607031108 ©2002 Fujitsu Services Limited
FAD/Path Code: IBPSUE Is
[Ne cour
Product[] si ProbType- [Pam
Type: li
I Peter er he is doing a capo card transaction and is getting message card cannot be processed by the
18 pinpad
~ Description:
[OPEN [Mon 03 July 2006 16:26 by uk953703/HSH1 - ISaved: Mon 03 July 2006 16:27
I INew call taken by Patricia Clegg: caller states he is doing a capo card transaction and is getting message card
I cannot be processed by the pinpad
‘Advice
I
n 03 July 2006 16:29 by uk953703/HSH1
States he has tried on another counter alr
‘Advice by uk953703 / HSH1
(CLEAR {1 :29 by uk953703/HSH1
I card not going through on 2 counters, fault with card
ion 03 July 2006 16:30 by uk953703 / HSH1
(close
2
FUJITSU
Call E-0607080339 ©2002 Fujitsu Services Limited
PE 5095 2005s ET
Customer: (REX) B No. counters a
Priority:{ Local / intermediate / Remote: ((l CSR/Team.
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Sey 126023
Department:
\WIMS consulted
“ISat 08 July 2006 13:55 by UK955762 / HSH’
[Checked events on tivoli - no faults found
~ (Sat 08 1006 13:56 by UK955762 / HSH E
‘Advice PM to reboot the counter and to call back if any problems occur - PM happy to so
~ ISat 08 July 2006 13:56 by UK955762 / HSH1 ISaved: Sat 08 July 2006 13:56
[Reboot required
~~ [Sat 08 July 2006 13:56 by UK955762 / HSH1
[Call Close by Adam Robertson: Reboot required
ved: Sat 08 July 2006 13:56
Fe)
FUJITSU
Call E-0607120645 ©2002 Fujitsu Services Limited
[Severe 025
fawn
t Details
I
erie Outlet NNER Po outlet affected
OT! Reference: I Counter Affected: [f
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
OPEN [Wed 12 July 2006 13:45 by uk085263 / HSH6
[Saved: Wed 12 July 2006 13:46
INew call taken by Imran Hussain: no power to horizon CO
~~ Wed 12 July 2006 13:48 by uk085263/HSH6 ——S=«SWSavecd: Weed 12 July 2006 13:48
I [Call Close by Imran Hussain: no power to horizon - referred to local electrician
Call E-0607120672
osed UNNI Srey (Wed 12 July 2006 13:59 CEES 126023
=
SE tacrionI
Caroma
WEBB for tates tere is no power to horizon system. as
:
Cause: (fog Resolution: (FSR
Call As
i
Call Acti
fed 12 July 2006 13:58 by uk952720 / HSH2 [save Wed 12 July 2006 13:59
INew call taken by Keely Butler: pm states there is no power to horizon system.
linformation
I pm states there is no power to horizon system.
Information 12 July UK9:
I [pm states there has been power cut,
‘information Ved 12 July 2006 14:00 by uk952720 / HSH2
[pm states a local electrician has been to site to check equim
[Wed 12 July 2006 14:01 by uk952720 / HSH2 ISaved: Wed 12 July 2006 14:01
information Wed 12 July 2006 14:02 by uk952720/HSH2 i CS” Wed 12 July 2006 14:02
i itransf to nt
ICLOsE ‘Wed 12 July 2006 14:03 by uk 952720 / HSH2 ISaved: Wed 12 July 2006 14:03
‘all Close by Keely Butler: pm states there is no power to horizon system. transf to nbsc.
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Fe)
FUJITSU
Call E-0607120680 ©2002 Fuijtsu Services Limited
Call Type: rt ProbType: feet
ech PM states that the power has gone down on all of the counters - have checked the trip switch to the horizon
(24 counters and it is fine and an electrician has had a look at the fuses - all appears to be fine
th
Gites Riposte Description: toca Server Name:
OT! Reference: Counter Affected: (f] Associated Reference
ISaved: Wed 12 July 2006 14:04
INew call taken by Adam Robertson: PM states that the power has gone down on all of the counters - have
Ichecked the trip switch to the horizon counters and it is fine and an electrician has had a look at the fuses - all
‘appears to be fine
KEL Ref No. duly 2006
I wim ited
Information [Wed 12 July 2006 14:10 by UK955762 / HSH1
[PM states that the electrici it the site as we speak
ip
Information Wed 12 July 2006 14:11 by UK955762 / HSH1 i (Saved: Wed 12 July 2006 14:11
[Electrician did not seem to understand what i was asking - did not know what the horizon trip switch was
linformation Wed 12 July 2006 14:11 by UK955762 / HSI E Jul Se
I (Caller states that they have been able to get the counters to turn back on and is happy to close call
[Wed 12 July 2006 14:12 by UK955762/HSH1 (Saved: Wed 12 July 2006 14:12
INo fault found - Trip switch had not been checked ~ oO
I ‘Adai ;
[MODIFY Thu 13 July 2006 08:34 by uk954576 / HSH2
I ic : to
fe)
FUJITSU
Call E-0607210115 ©2002 Fujitsu Services Limited
Se Fri 21 Jury 2006 09:00 ESERISTEY(126023
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Closed: GPx CRE MEME FAD/Path Code: fPvx}
'21/07/2006 09:13
Call Close by Melissa Delamaine: touch screen fault, recallibrated, now fine, ref no given
I oescroton fh Sener none
Counter Affected: (f] Associated Reference: I
linformation
(Advice ‘(Fri 21 July 2006 09:10 by uk953334/HSH8 ~~ (Saved: Fri 21 July 2006 09:10
I advised recallibrating - _ ~
KEL RefNo. Fri 21 July 2006 09:10 by uk953334 / HSH8 ‘Saved: Fri 21 July 2006 09:10
I ‘wims used
Information Fri 21 July 2006 09:12 by uk953334 / HSH8 ISaved: Fri 21 July 2006 09:12
CLEAR Fri 16 ( s s ‘Saved: Fri 21 July 2006 09:12
} touch screen fault, recallibrated, nowfine, refnogiven
ICLosE 21 July 2006 09:13 by uk953334 / HSH8- ~ (Saved: Fri 21 July 2006 09:13,
(Call Close by Melissa Delamaine: touch screen fault, recallibrated, now fine, ref no given
foe)
FUJITSU
Call E-0607250218
0 FAD/Path Code: [
Customer: (DES I No. Counters: {fy
I Priority: (7am : RESP [uk080976 /HsH7
m Di
Product Type: (fg Call Type:({f] ProbType: Read [_ Probiem:(]
Bes culiked (caller states that the touchscreen is not working, the arrow does not follow your finger
ety 27/07/2006 17:03
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
45 \Call Close by Samantha Roullier: engineer replaced ctx tested ok Job Completed: 27/07/2006 14: 55:00 Call closure I
Icode of Completed and repair code 821 I
tails
CTX Flatscreen - Live PO
Isites
IPATCTXFLAT eee ati (CTX Flatscreen - Live PO
I ‘site
1e 25 July 2006 09:55 by uk951654 / HSH7 faved: Tue 25 July 2006 09:57
New call taken by Erica Tidman: caller states that the touchscreen is not worki ng, the arrow does not follow your I
finger
\informatic
lInformation
\caller was walked through recalibrating the screen this resolved temporarily but the touchscreen stopped
working again after a coupl of hours
Information [Tue 25 July 2006 ( 09:59 by uk951654 / HSH7 iS Saved: Tue Py July 2006 09:59
I lef given E :
‘Access Times I [Tue 25 July 2006 09: 59 by /uk95 1654 / HSH7
Imon-fri-0900-1730 a
Node status fue 25 July 2006 09: 9 by uk951654 / HSH7 5 (Saved: Tue 25 July 2006 09:59
I bperatonal g : AS) :
‘Recommend [Tue 25 July 2006 09:59 by uk951654 / HSH7 ISaved: Tue 25 July 2006 09:59
logged @ 0957 check/swap monitor -
[Saved: Tue 25 July 2006 09:59
(Open OTI
I ‘Automatic Open OTI ***Updated by Erica Tidman at 25/07/2006 10:00:21
REASSIGN [Tue 25 July 2006 10:00 by uk951654 / HSH7 ISaved: Tue 25 July 2006 10:00
{Call # £-0607250218 was Reassigned from Erica Tidman, Group HSH7 to Group UKSSi - -
OTI Success {New call sent to Dispatch 1
OT! Success “Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG07250121
UPDATE Tue 26 July 2006 10:24 by PATHWAY / (Saved: Tue 25 July 2006 10:26
I [mon-fri sia 1730 26/07/06
Repeat Call irr 27 July 2006 09:34 by uk951651 / HSH8
[PM is calling back to s an ENG will be
1u 27 July 2006 09:36 1
[advised PM that the call is with the ENGs and hopefully someone will be out today
OTI Success an add has been sent to Dispatch 1
ENG VISIT — I
gine replaced ch tested ok Job Completed: 27/07/2006 14:55°00 Call closure code of Completed and fepair I
code 821 I
[Thu 27 July 2006 16:04 by Dispatch 1/ [Saved: Thu 27 July 2006 16:04 I
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH? as directed by the OTIReturn activity I
OTl Success I ivity
[REASSIGN
OTI Success I
(CLEAR [Thu 27 July 2006 14: 55 byl uk089976 / HSH7 ce saved: Thu 27 July 2006 14:55
Gea closure code of Completed a nd repair I
code 821
[Thu 27 July 2006 17:03 by uk089976 / HSH7 ISaved: Thu 27 July 2006 17:03
{call Close by Samantha Roullier: engineer replaced ctx tested ok Job Completed: 27/07/2006 14:55:00 Call
(CLOSE
[closure code of Completed and repair code 821
This call has remarks
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
FUJITSU
Call E-0608140565 ©2002 Fulitsu Services Limited
Department: (iam
(
q fuse Counter Gateway 400 - Live ‘Server Name:(]
Associated
Reference: I
(OPEN 'IMon 14 August 2006 11:51 by uk089976 / HSH6 ~- ISaved: Mon 14 August 2006 11:
[New cal call taken by ‘Samantha Roullier: FAD non polling, please ivestigate
I [Calling PO
\information (Mor 14 August 2006 11:54 by uk089976 / HSH6-
_ ite states that the electiation who was fitting the Air con u nit cut the power off yesterday so they hadtoreboot I
his morning
” ISaved: Mon 14 August 2006 11:55
IMon to Fri 9.00 till 17.30 Sat 9.00 till 12.30
[Mon 14 August 2006 11:57 by uk0899 76 / HSH6 ~ Saved: Mon 14 August 2006 11:57
(Call # £-0608140565 was Reassigned from Samantha Roullier, Group HSH6 to Group DESK NONPOLL
[Mon 14 August 2006 11:59 by uk951586 / Desk NonPoll
ISite Communicating. Awaiting EOD
Fs)
FUJITSU
Call E-0609220246 ©2002 Fuilitsu Services Limited
=e: or
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Customer: [REX] [ No. Counters: [KJ
Priority: (Fi Local / intermediate / Remote: [fj SMe GB082200/ HSH8 I
I Tite ry Login:
= Caller 10:(f
"Product Type: [arnt
(eH 26/09/2006 10:37
{i= Call Close by Kenneth Hudson: Engineer Summary: poor & cuts out ex change & tested ok ric 1009 Call closure code
lof Completed and repair code 821
; Call Asset Details ; a q
(OTI Reference: [Were] Counter Affected: [FJ Associated Reference:
IFri 22 September 2006 09:35 by GBO82685 / HSH8 ‘Saved: Fri 22 September 2006 09:37
INew call taken by Sukhdeep Thind: caller states that the counter pr inter on node 2 is not printing the receipt.
there is no power to the printer.
KEL RefNo. [Fri 22 September 2006 09:39 by GB082685 / HSH8 ~~ ISaved: Fri 22 September 2006 09:39
{wims used
Information [Fri 22 September 2006 09:40 by GBO82685 / HSH8~ Saved: Fri 22 September 2006 09:40
IIs printer powered on? yes Visually check cables power cable is secure
Node status [Fri 22 September 2006 09:41 by GB082685/ HSH8 Fri 22 September 2006 09:41
Inode operational online services are operational Se < g
Recommend [Fri 22 September 2006 09:42 by GB082685 / HSH8 Saved: Fri 22 September 2006 09:42
Icall logged @ 09:37 Recommend engineer to check/swap counter printer on node 2
I
I
I
‘Access Times IFri 22 September 2006 09:42 by GB082685 / HSH8 I
I [mon to fri 0900-1730 sat 0900-1300 I
Open OT! __IFri 22 September 2006 09:43 by SYSADM / ASTEA ‘Saved: Fri 22 September 2006 09:43 I
[Automatic Open OTI **Updated by Sukhdeep Thind at 22/09/2006 09:43:14 - I
REASSIGN Fri 22 September 2006 09:43 by GB082685/HSH8 = ~—_—'Saved: Fri 22 September 2006 09:43 x I
I
I
I
I
I
I
I
4
I
I
I
‘Saved: Fri 22 September 2006 09:42
(Cail # E-0609220246 was Reassigned from Sukhdeep Thind, Group HSH8 to Group UKSS1
OT! Success INew call sent to Dispatch 1
OTI Success (Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG09220082
(UPDATE Fri 22 September 2006 10:01 by PATHWAY / Saved: Fri 22 September 2006 10:00
Imon to fri 0900-1730 sat 0900-1300 call logged @ 09:37 Recommend engineer to check/swap counter printer
lon node 2 sla 1730 25/09/06
'IMon 25 September 2006 1
pm callling for eta
(Contacted [Mon 25 September 2006 10:34 by uk955547 / HSH2 ‘Saved: Mon 25 September 2006 10:34
contacting ukss tony
‘Information Mon 25 September 2006 10:35 by uk955547 / HSH2 Saved: Mon 25 September 2006 10:35
states willbe this aftrenoon Ce Soe :
Repeat Call by uk955547/HSH2 —sSaved: Mon 25 September 2006 10:34
OTI Success [an add has been sent to Dispatch 1
Repeat Call Mon 25 September 2006 14:34 by uk957320/ HSH1
(Saved: Mon 25 September 2006 14:34
[pm called in for ETA
‘Advice Mon 25 September 2006 14:35 by uk957320 / HSH1
[Tony @ UKME states that call should be attended this evening PM Advised
‘Saved: Mon 25 September 2006 14:35
OT! Success [An add has been Sent to Dispatch 1
ENG VISIT _ [Tue 26 September 2006 09:15 by 000288 / ENGINEERS ‘Saved: Tue 26 September 2006 09:40
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
IREASSIGN
/OTI Success {
(OTI Success [Received cail closure from Dispatch 1
[CLEAR
This call has remarks
Icode of Completed and repair code 821
Engineer Summary: poor & cuts out exchange & tested ok ric 1009 Call closure code of Completed and repair I
Icode 821
[Tue 26 September 2006 10:25 by Dispatch 1/ Tue 26 September 2006 10:25
{OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIReturn activity
(OTI monitor reassigned this call from Dispatch 1 to the Action Group HSHB as directed b y the OTIRetur activity
[Tue 26 September 2006 09:40 by GB082200 / HSH8 ISaved: Tue 26 September 2006 09:40
IEngineer Summary: poor & cuts out exchange & tested ok rfc 1009 Call closure code of Completed and repair
Icode 821 I
(Call Close by Kenneth Hudson: Engineer Summary: poor & cuts out exchange & tested ok ric 1009 Call closure _
2
FUJITSU
Call E-0609250857 (©2002 Fuiitsu Services Limited
I Status: (ol) iced IMon 25 September 2006 16:03
[MODIFY
KEL Ref No.
(Advice
Information
‘Advice
I
lInformation
Affected Site: [FPUPX}
[Server Nome
Associated Reference: [f
ISaved: Mon 25 September 2006 16:03
INew call taken by David Watkis: clerk states that cp is not working andis only printing halfrecipt =
~ [Mon 25 September 2006 16:06 by uk958471/HSH1 —_—[Saved: Mon 25 September 2006 16:06
[Call information modified by David Watkis Node Affected: from '2' to oe a 5
[Mon 25 September 2006 16:06 by uk958471 / HSH1 ISaved: Mon 25 September 2006 16:06
lwims
[Mon 25 September 2006 16:06 by uk958471/ HSH1 ~~ ISaved: Mon 25 September 2006 16:06
\dvised pm to check the tally roll and cartridge is seated correctly Advised pm to check that the Mylar guard and
cartridge is not damaged I
~ [Mon 25 September 2006 16:06 by uk958471/HSH1 —_ Saved: Mon 25 September 2006 16:06
[pm states that this has not worked - a
05 SeI ‘ by uk958471/ HSH1 'ISaved: Mon 25 September 2006 16:07
7 ar Advised pm to check inside the op es
[Mon 25 September 2006 16:07 by uk958471/HSH1 ~~ ISaved: Mon 25 September 2006 16:07
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
I pm states that this has not worked
Advice Mon 25 September 2006 16:11 by uk958471/HSH1
I [Advised pm to move the head gap leaver to num 1 Advis ed pm
Information [Mon 25 September 2006 16:11 by uk958471 / HSH1
I i that this has ni ed
Node status [Mon 25 September 2006 16:11 by uk958471/HSHi
i bein ee g
‘Access Times [Mon 25 September 2006 16:11 by uk958471 / HSH1 [Savea:
[mon-fri 0900-1730 no lunch sat0900-1300s—~S~S~S
commend [Mon 25 Se 00 K95
logged @ 1612 please check\swap cp
[Open OT! [Mon 25 September 2006 16:14 bySYSADM/ASTEA —_—[Saved: Mon 25 September 2006 16:14 I
I [Automatic Open OT! ***Updated by David Watkis at 25/09/2006 16:14:15
IREASSIGN [Mon 25 September 2006 16:13 by uk958471/HSH1 [Saved:
I [Call # E-0609250857 was Reassigned from David Watkis, Group HSH1
‘ISaved: Mon 25 September 2006 16:11
lon 25 September 2006 16:11
lon 25 September 2006
(OTI Success
I
. I
INew call sent to Dispatch 1 I
OT! Success Re, 5 I
[UPDATE [Mon 25 September 2006 16:48 by PATHWAY / I
I [mon-fri 0800-1730 no lunch sat 0900-1300 logged @ 1612 please check \swap cp sla 1730 26/09/06 I
000288 / ENGI NEERS ISaved: Tue 26 September 2006 I
tested ok ric 0953 Call closure code of Completed ir code 821 I
IREASSIGN [Tue 26 September 2006 10:54 by Dispatch 1/ 7 - ISaved: Tue 26 September 2006 10:54 I
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH{1 as directed by the OTIReturn activity I
I
I
I
I
I
I
ISaved: Mon 25 September 2006 16:59
(ENG visit
I
[OT Success [677 monitor reassigned this eal rom Dispatch 1 to the Action Group MSHI as directed by the OTiRetum activity
(OTI Success
[Received call closure from Dispatch 1
(CLEAR [Tue 26 September 2006 09:40 by uk952016 / HSH1 ISaved: Tue 26 September 2006 09:40
[Engineer Summary: exchange & tested ok rtc 0953 Call closure code of Completed and repair code 821
(CLOSE [Tue 26 September 2006 11:33 by uk 952016 / HSH1 ISaved: Tue 26 September 2006 11:33
ICall Close by David Dawe: Engineer Summary: exchange & tested ok ric 0953 Call closure code of Completed
land repair code 824
This call has remarks
Pe)
FUJITSU
Call E-0609290473 ©2002 Fulitsu Services Limited
Ee 2 «es 2t 30 september 2006 17:53 MEP aETerenyI 126023
Ea —<
Ba remade Rone EE! C58 Too EIT
Login:{f
Caller 1D:
id
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
PRET I12602300 SESS thica 94 Printer I Serial No: HE002159437_
Gikies PATITHO4PTR Desf ant thica 94 Printer Server Name: (f
saved: Fri 29 September 2006 13:28
laced last week and k
[Fri 29 September 2006 13:29 by UK957089 / HSH
wis consulted ws
IFri 29 September 2006 13:29 by UK957089 /
Iin ref to call E-0609250857 and E-0609220246
[CP was replaced last tues day
‘Access Times [Fri 29 September 2006 13:30 by UK957089 / HSH2
I [Mon Fri 09:00 17:30 No lunch Sat 09:00 12:30
Node status Fri 29 September 2006 13:30 by UK957089// HSH2_ \Saved: Fri 29 September 2006 13:30
I
Recommend [Fri 29 September 2006 13:30 by UK957089 / HSH2 ISaved: Fri 29 September 2006 13:30
of CP. Call taken on 29/09/06 at 13:28
(Open OTl [Fri 29 September 2006 13:31 by SYSADM/ASTEA _ ISaved: Fri 29 September 2006 13:31
I ‘Automate ‘Open OT! ***Updated by Joseph Mould at 29/09/2006 13:31:04
IREASSIGN _ [Fri 29 September 2006 13:30 by UK957089 / HSH2 saved: Fri 29 September 2006 13:31
Call # £-0609200473 was Reassigned from Joseph Mould, Group HSH2 to Group UKSS1
[New call sent to Dispatch 1
[OTI Success S [Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG09290238
I [Mon Fri 09:00 17:30 No lunch Sat 09:00 12:30 Check/swap of CP sla 1730 02/0906
[ENG VISIT _ [Sat 30 September 2006 08:45 b y 000162 / ENGINEERS ISaved: Sat 30 September 2006 09:00
I** [No Remark entered. Cail closure code of Completed and repair code 821
{OTl Success jon monitor 1 reassigned this call from I Dispateh 1 to the Action Group HSH2 as directed by the OTIRetum activity
~~ [Sat 30 September 2006 09:00 by uk957320 / HSH1 (Saved: Sat 30 September 2006 09:00
[** [No Remark entered.] Call closure code of Completed and repair code 821 — a
(CLOSE [Sat 30 September 2006 17:53 by Uk957320// HSH1 av
I [Call Close by Ricki Law: **
This call has remarks
[oo]
FUJITSU
Call E-0610050525 ©2002 Fujitsu Services Limited
losed aaa ™ 05 October 2006 11:59 INIEREMISTRI 126023.
qiios9
I Priority (i
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Product Type: (ied Call Type: {fi ProbType: [iI I _ Problem: I
_ Problem Text: \caller states that node 2 touch screen is not working _
Call c sure Details
(07/10/2006 08:18 I Repair: [0 Resolution: (fj
‘all Close by Adam Robertson: ric 1255 replaced cyx and mains adaptor Call closure co de of Completed and repair
code 821
PER Tey 12602399 ain Live PO
Yi Sites
(DEEWES PATCTXFLAT Description: lorx Flatscreen - Live PO
OPEN [Thu 05 October 2006 11:58 by UK955762/ HSH1 "Saved: Thu 05 October 2006 11:59
INew call taken by Adam Robertson: Caller states that node 2 touch screen is not worki ng
KEL RefNo. [Thu 06 October 2006 12:00 by UK955762/ HSH ~~ [Saved: Thu 06 October 2006 12:00
IWIMS consulted = S
‘Advice a 05 October 2006 12:00 by UK955762/ HSH1 ISaved: Thu 05 October 2006 12:00
idvice PM to do a re-calibration of the screen - talked PM through the process
‘information [Thu 05 October 2006 12:02 by I UK955762/ HSHt ~ Saved: Thu 05 October 2 2006 12.02
[Calibration failed oe
‘Advice Thu 05 October 2006 12:02 by UK955762 / HSH1 Saved: Thu 05 October 2006 12:02
[advice PM to retry
information rs 2006 12: (955762 / HSH1
(Calibration failedx3 Oe
‘Advice [Thu 05 October 2006 12:02 by UK955762/ HSH1
[advice PM to clean the screen
information —
IPM has done so - has not helped
‘Advice [Thu 05 October 2006 12:02 by UK955762/ HSH1
[advice PM to visually check the cables
information
[PM has done so - appear tobe fine — Se
‘Access Times IThu 05 October 2006 12:03 by UK955762 / HSH1 ‘Saved: Thu 05 October 2006 12:03
IMon - Fri: 0900 - 1730 Sat: 0900 - 1300 no lunch - -
jode status [Thu 05 October 2006 12:03 byl UK955762/ HSH1 © ISaved: Thu 05 October 2006 12:03
Node is operational coe ew eee
Recommend [Thu 05 October 2006 12:03 by UK955762 / HSH1 ‘Saved: Thu 05 October 2006 12:03
[Call logged on 05/10/06 at 11:59 recommend to check/sw ap Monitor
Open OTi [Thu 05 October 2006 12:04 by SYSADM/ ASTEA ~~ Saved: Thu 05 October 2006 12:04
[Automatic Open OTI ***Updated by Adam Robertson at 05/10/2006 12:04:23
IREASSIGN [Thu 05 October 2006 12:04 by UK955762 / HSH1 'Saved: Thu 05 October 2006 12:04
[Call # £-0610050525 was Reassigned from Adam Robertson, Group HSH1 to Group UKSS1
OTI Success New call sent to Dispatch 1
(OTI Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG 10050257
IUPDATE [Thu 05 October 2006 12:31 by PATHWAY / ‘Saved: Thu 05 October 2006 1
[Mon - Fri: 0900 - 1730 Sat: 0900 - 1300 no lunch check/swap Monitor sla 1730 06/10/06
[ENG VISIT [Fri 06 October 2006 12:30 by 000290 / ENGINEERS I ‘Saved: Fri 06 October 2006 12:55
Irtc 1255 replaced cyx and mains adaptor Call closure code of Completed and repair code 821
REASSIGN [Fri 06 October 2006 18:39 by Di Saved: Fri 06 October 2006 18:39
[OTI monitor reassigned this call from Dispatch 4 to the Action Group HSH1 as direct red by the OTIReturn a activity
[OTI Success sr ree d this c roup 5
OTI Success Received call closure from Dispatch 1
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
~ IFri06: October 2006 12:55 by UK95 5762 / HSH1 saved: Fri 06 October 2006 12:55. =I
Itc 1255 replaced cyx and mains adaptor Call closure code of Completed and repair co ir code 821 -
6:18 by UK955762 / HSH
I (Call Close by Adam Robertson: rtc 1255 replaced cyx and mains adaptor Call closure code of Completed and
j repair code 821
This call has remarks
ee)
FUJITSU
Call E-061 1080875 ©2002 Fujitsu Services Limited
Status: eS PREEY Wed 08 November 2006 16:40 MNYASERETEYI126023
Severity: (oa (ery Wed 08 November 2006 16:48 [zeyartutec rs HI:2s02s
[eiscner ne, counter
I Priority:(EEM Local / Intermediate / Remote: II CSR/Team 9082207 /HSHS_
=a.
Gi Clerk
[Wed 08 November 2006 16:38 by GB082227 / HSHS “ISaved: Wed 08 November 2006 16: 40,
INew call taken by Anthony Vasse: the scanner is not working properly
[Wed 08 November 2006 16:41 by GB082227/ HSHS ISaved: Wed 08 November 2006 16:41
be ing properly for seven
(Wed 08 November 2006 16:42 by ¢ (GB082227 / HSHS- ISaved: Wed 08 November 2006 16:42
{Wed 08 November 2006 16:42 by GB082227/HSHS ‘Saved: Wed 08 November 2006 16:42
lthe BCR beeps and lights Sas Se
~ [Wed 08 November 2006 16:42 ~__ISaved: Wed 08 November 2006 16:42
I the pmhas checked the cable. - — - - —
MODIFY Wed 08 November 2006 16:43 by GB082227/HSHS ——~SC*SSveed: Weed 08 November 2006 16:43.
‘Call information modified by Anthony Vasse Node Aff ected: from "to '3"
Advice [We 8 November 2006 16:44 by GB082227 / HSHS ISaved: Wed 08 November 2006 16:44
I ladvised pm tor to reboot the counter. - —_
‘information Wed 08 November 2006 16:46 by GB082227/HSH5
i with co
‘Information IWed 08 November 2006 16:47 by GBO82227 / HSHS saved: Wed 08 November 2006 16:47
I gave call ref. the clerk contact the pm and call us back when he is ready to reboot. _
CLEAR IWed 08 November 2006 16: 48 by GBO8 2227 / HSHS (Saved: Wed 08 November 2006 16:48
[pm is rebooting to clear a scanner issue on node 3. ae Eas
[CLOSE [Wea 08 November 2006 16:48 by GB082227 / HSH5 ISaved: Wed 08 November 2006 16:48
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
I {Call Close by Anthony Vasse: pm is rebooting to clear a scanner issue on node 3.
Po)
FUJITSU
Call E-0611090270 ©
2c Closed: UN Cuseaek mm FAD/Path Code:
Customer: (UX) No. Counters: (Ea
2002 Fujitsu Services Limited
iPr “Call TypesI
m states ber not working
R70 I
(Call Close by Akram All: pm states system is stuck in loop, a dvised reboot pmhtec
IR-46-10322
Server Name: [f
~ [Thu 09 November 2006 09:56 by uk955547/HSH2 _—‘(ISaved: Thu 09 November _
2006 09:57
I INew call taken by Akram Ali: pm states ber not
Information 09 November 2006 09:58 by uk955547 / H: 1 Thu 09 November
(2006 09:58
I pm statse blleep but no light
Advice Thu 09 November 2006 09:58 by uk955547 / HSH2 ‘Saved: Thu 09 November
I 2006 09:58
I ‘clean and reboot
Information ‘Thu 09 November 2006 09:58 by uk985547 / HSH2 ‘Saved: Thu 09 November
(2006 09:58
‘pm will do this at end of day
ICLEAR ‘Thu 09 November 2006 09:59 by uk955547 / HSH2 ‘Saved: Thu 09 November
I 2006 09:59
I [reboot
CLOSE ‘Thu 09 November 2006 09:59 by uk955547 / HSH2 ‘Saved: Thu 09 November
(2006 09:59
[Call Close by Akram Ali: pm states system is stuck in loop , advised reboot pmhtce
fe)
FUJITSU
Call E-0611110242 ©2002 Fujitsu imited
I Status: (f ey Sat 11 November 2006 11:04 PT ARERISTEYI 126023
FAD/Path Code: [EPERYx)
2c EE=EE [Mon 13 November 2006 13:01
Local / intermediate / Remote: ([il
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Caller! tsemme
~ Title: Postmistress
Coy E Cae I\WG11110119 Counter Affectec A Associated Reference:
OPEN Isat 11 November 2006 11:03 by uk956901 / HSH7 Saved: Sat 11 November 2006 11:04
[New call taken by Nicola Whitehead: pm states that the ber is still not working
linformation [Sat 11 November 2006 11:06 by uk956901 / HSH7 [Saved: Sat 11 November 2006 11:06
I [pm States that she rebooted, cleaned and checked the lens .
\Access Times [Sat 11 November 2006 11:06 by uk956901 / HSH7- ISaved: Sat 11 November 2006 11:06.
Imon. -fri 0900-1730 sat 0900-1300
[Recommend Sat 11 November 2006 11:07 by uk956901/HSH7 ~ (Saved: Sat 11 November 2006 11:07
[call logged @ 1104 engineer to please check / sway SES OS a
Node status [Sat 11 November 2006 11:08 by uk956901 / HSH7 ISaved: Sat 11 November 2006 11:08
Inode operational
(Open OT/
IREASSIGN [Sat 11 November 2006 11:08 by uk956901/HSH7 [Saved: Sat 11 November 2006 11:08
I [call # E-0611110242 was Reassigned from Nicola Whitehead, Group HSH7 to Group UKSS1
INew call sentto Dispatch 1
(OT! Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG1 1110119
(UPDATE (sari November 2 2006 11:41 by PATHWAY te i [Saved: Sat 11 November 2006 14:44
ENG VISIT [Mon 13 November 2006 11:35 by 000162 / ENGINEERS ISaved: Mon 13 November 2006 11:45
I I [No Remark entered.] Call closure code of Completed and repair code 821
IREASSIGN [Mon 13 November 2006 12:87 by Dispa
i [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH7 as directed by the OTIRetumn activity I
(OT! Success I _OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH7 as directed by the OTIReturn activity I
‘oT! Success ive losure from Dispatch 1
[CLEAR IMon 13 November 2006 11:45 by uk956901 / HSH7 ISaved: Mon 13 November 2006 11:45.
IF" INo Remark entered Call closure code of Completed and repair code 821
lon 13 Novernb er 2006 13:01 by uk956901 / HSH7
fe)
FUJITSU
Call E-0611240549 ulitsu Services Limited
Affected Site: (PI
I FAD/Path Code: {1260
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Customer: (KE No. Counters: I
Priority: (2 Local / intermediate / Remote SGU E nn (uk958469// HSH I
ES 2502s
Een 27/11/2006 16:57
if Call Close by David Moulden: REPLACED PRINTER Call closure code of Completed and repair code 821
ql SSjeles HE001915066
PATITHO4PTR Petes Iithica 94 Printer
OTl Reference: WetRPCPT} Counter Affected: [Fy Associated Reference:
Call Activity Log
OPEN IFri 24 November 2006 13:08 by uk958469 / HSH6 ISaved: Fri 24 November 2006 13:10
INew call taken by David Moulden: Cc states cp is not printing labels, - -
KEL RefNo. [Fri 24 November 2006 13:11 by uk956469 / HSH6
‘Advice IFri 24 November 2006 13:11 by uk958469 / HSH6 ISaved: Fri 24 November 2006 13:11
saved: Fri 24 November 2006 13:11
[Advised pm to ensure they inserting the slip / label correctly Advised pm to check the tally roll and cartridge is
iseated correctly Advised pm to check that the Mylar guard and cartridge is not damaged
Information IFri 24 November 2006 13:11 by uk958469 / HSH6 saved: Fri 24 November 2006 13:
[pm states this si ok
‘Advice IFri 24 November 2006 13:11 by uk958469 / HSH6 ISaved: Fri 24 November 2006 13:11
Advised pm to clean the rollers and slip loader Advised pm to check inside the op for obstructions Advised pm to
Imove the head gap leaver to num 1
Information [Fri 24 November 2006 13:12 by uk958469 / HSH6- ~~ ISaved: Fri 24 November 2006 13:12
pm states this is ok ‘i : 2
‘Advice IFri 24 November 2006 13:12 by uk958469 / HSH6
[Advised pm to perform a factory reset
[Fri 24 November 2006 13:12 by uk958469 / HSH6
pm states this makes no differ SOR e
I
I
I
I
I
I
I
I
I
I
I
I
I
ISaved: Fri 24 November 2006 13:12 I
I
Access Times IFri 24 November 2006 13:12 by uk958469 / HSH6 ISaved: Fri 24 November 2006 13:12 I
I
I
I
I
I
I
I
ij
I
I
I
iH
I
I
linformation — saved: Fri 24 November 2006 13:12
[Mon-fri 0800-1730 sat 0900-1300 no lunch
Node status Fri 24 Novel 1 uk958469 / HS
[Node cp is non operational
Recommend [Fri 24 November 2006 13:13 by uk958469 / HSH6 ISaved: Fri 24 November 2006 13:13
\call logged at 1310 please check\swap cp
‘Open OTl [Fri 24 November 2006 13:14 by SYSADM/ASTEA ISaved: Fri 24 November 2006 13:14
(Automatic Open OTI ***Updated by David Moulden at 24/11/2006 13:14:12
REASSIGN _ [Fri 24 November 2006 13:14 by uk958469 / HSH6 ISaved: Fri 24 November 2006 13:14
[Call # £-0611240549 was Reassigned from David Moulden, Group HSH6 to Group UKSS1
saved: Fri 24 November 2006 13:13
OT! Success INew call sent to Dispatch 1
(OT! Success [Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG 11240268
UPDATE Fri 24 November 2006 13:31 by PATHWAY / Re ISaved: Fri 24 November 2006 13:34
\sla 27/11/2006 17:30. Access Times: Mon -fri 0900-1730 sat 0900-1300 no lunch eS
ENG VISIT Isat 25 November 2006 11:05 by 000163 / ENGINEERS ISaved: Sat 25 November 2006 11:15
IREPLACED PRINTER Call closure code of Completed and repair code 821
IREASSIGN Sat 25 November 2006 15:56 by Dispatch1/ ”~ ISaved: Sat 25 November 2006 15:56
eniean Oe elven i
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH6 as directed by the OTIR eturn activity I
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH6 as directed by the OTIReturn acti ity I
(OIUStceees Raa losure from Dispatch Mata
CLEAR [Sat 25 November 2006 11:15 by uk958469 / HSH6 ISaved: Sat 25 November 2006 11:15 I
I [REPLACED PRINTER Call closure code of Completed and repair code 821 I
OSE i ember
: [Call Close by David Moulden: REPLACED PRINTER Call closure co de of Completed and repaircode 821.
2)
FUJITSU
Call E-0611290624 ©2002 Fulitsu Services Limited
5 Affected Site:
c B Wed 29 November 2006 14:31 [fig Wrtayerrse 126023
Priority:\7EQaME Local / intermediate / Remote: ((ia
Sica uk089976 / HSH6
Product Type: I Cail Type:(] ProbType:(eliia
eerie! (CC states that the node 1 printer is not working
Fees 12602399 Es HE 002015536
‘Wed 29 November 2006 14:25 by uk089976 / HSH6 ISaved: Wed 29 November 2006 14:25
INew call taken by Samantha Roullier: CC states that the node 1 printer is not working
9 Ni er z: ved: Wed 29 November 2006 14:26
[Wed 29 November 2006 14:26 by uk089976/HSH6 —_I Saved: Wed 29 November 2006 14:26
‘Advised to check there is nothing stuck in the printer? PM states that there isn’t -
‘Advised to check the head gap is on position 17 PM states that it is
‘Wed 29 November 2006 14:27 by uk089976 / HS H6 [Saved: Wed 29 November 2006 14:27
‘vised PM to check everything is seated « ly amaged? PI s that they appear to be ok
. Wed 29 November 2006 14:28 by uk089976/HSH6 —='Saved: Wed 29 November 2006 14:28
‘SBygraved830U.htm co Sy 2S .
I\Wed 29 November 2006 14:28 by uk089976 / HSH6 (Saved: Wed 29 November 2006 14:28
Advising PM through factory reset
~~ Wed 29 November 2006 14:30 by uk089976 / HSH6
[advised to monitor and call back if still not working
\Wed 29 November 2006 14:30 by uk089976 / HSH6
advised through reset -
(Wed 29 November 2006 14:31 by uk089976 / HSH6
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
re)
FUJITSU
Call E-0611290763 ©2002 Fuiltsu Services Limited
sed. BE Atected Site: (PRE)
FAD/Path Code: 126023
3
Department:
I toss
all Close by Katrina Brooks: rtc 09:55 Engineer Summary: the unit was rejecting the lables so the engineer replaced
nd teseted fine. Call closure code of Completed and repair code 821
PEs lthica 94 Printer I Serial No:(]
Ithica 94 Printer
Wed 29 November 2006 15:47 by uk958991 / HSH1 ISavea: Wed 29 November 2006
I 15:49
New call taken by Simon Marston: CC quotes E -0611290624. CP is still not working after
linitial checks and factory reset.
"Wed 29 November 2006 15:50 by uk958991/HSH1 Saved: Wed 29 November 2006
15:50
linformation
I [All cheoks/factory reset done in previous call E -0611290624.
IAccess Times [Wed 29 November 2006 15:51 by uk958091/HSH1 — ISaved: Wed 2 November 2006
I I 15:51
Nog
I
I tonal.
[KEL RefNo. (Wed 29 November 2006 15:53 by uk958991 / HSH1 ISaved: Wed 29 November 2006
I 15:53, I
I \WIMS used.
matic ~ IWed 29 November 2006 15:53 by uk958991 / HSH1_
I pt
I Reference given.
IRecommend [Wed 29 November 2006 15:53 by uk958991/HSH1 —_ISaved: Wed 29 November 2006
I 15:53
1
I [Call logged at 1549. Recommend ENGR check/swap CP on Node 1
[Open OTi Wed 29 November 2006 15:53 by SYSADM / ASTEA \Saved Wed 29 November 2006
I 15:53
I e - ue L 2 sone Ss
I ‘Automatic Open OT! **Updated by Simon Marston at 29/1 1/2006 15:53:57
IREASSIGN [Wed 29 November 2006 15:53 by uk958991/HSH1 —_ISaved: Wed 29 November 2006
I I 3
I Call # E-0611290763 was Reassigned from Simon Marston, Group HSH1 to Group UKSS1
TT SueeeES Naw calsentio Dispatch
I loces:
(UPDATE
ISavea: Wed 29 November 2006 I
15:53
y PATHWAY /
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
IMon-Fri - 0900-1730 Sat - 0900-1300. No lunches. PLESAE CHECK SWAP CP SLA
30/11/2006 17:30
~ ‘Thu 30 November 2006 09:40 by 000289 / ~ ISaved: Thu 30 November 2006 _
IENGINEERS (09:55
Irtc 09:55 Engineer Summary: the unit was reject ing the lables so the engineer replaced and I
lteseted fine. Call closure code of Completed and repair code 821
'REASSIGN ‘Thu 30 November 2006 11:03 by Dispatch 17. ISaved: Thu 30 November 2006
I 11:03
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by _
‘the OTIReturn activity
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH as directed by
ithe OTIReturn activity
[OTI Success Received call closure from Dispatch 1
CLEAR f hu 30 November 2006 09:55 by uk081219 / HSH7 Saved: Thu 30 November 2006
9:55
Irtc 09:55 Engineer Summary: the unit was rejecting the lables so the engineer replaced and
iteseted fine. Call closure code of Completed and repair code 821
‘Thu 30 November 2006 13:00 by uk081219 / HSH7 Saved: Thu 30 November 2006
00
Call Close by Katrina Brooks: ric 09:55 Engineer Summary: the unit was rejecting the lables _
's0 the engineer replaced and teseted fine. Call closure code of Completed and repair code
821
Call E-0612070206
I Status:(fef Thu 07 December 2006 09:36 NIP CSEERISTEYI126023
I Severity:(EXe} Fri 08 December 2006 17:06 FAD/Path Code: [FPYPx}
ES eee CSR/Team (ay
Local / intermediate / Remote: (fj
Caller Details
HERO Postrisiess
i
I
Closed: (PA Cause QQMiM Repair (GQ) Resolution: (joo
[55 Call Close by Donna Thomas: Jo b Completed: 08/12/2006 15:30:00 Engineer Summary: C base would cut out, and
[CTX mains had low foltage, swapped part tested ok RTC Call closure code of Completed and repair code 821
[EES Wey I 12602399 Bo Counter 400-Live PO I Serial No JveRcooraa6
PATICLX365/400C Standard Counter 400 - Live PO
ll Sites \
@iy)\we12070100 Counter Ie eS Associated (ia
Reference’ Affected: I Reference:I
[OPEN [Thu 07 December 2006 09:35 by UK955762 / HSH1 ISaved: Thu 07 December 2006 09:36
INew call taken by Adam Robertson: Caller states that the
KEL RefNo. [Thu 07 December 2006 09:38 by UK955762 / HSH1
I \WIMS consulted oes
‘Information [Thu 07 December 2006 09:38 by UK955762 / HSH1 'ISaved: Thu 07 December 2006 09:38
I [Checked events on tivoli - 2 reboots showing this month - 1 yesterday afternoon - 4 this morning
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
linformation [Thu 07 December 2006 09:39 by UK955762/HSHi \Saved: Thu 07 December 2006 09:39
I IPM states that yesterday she was serving a customer doing postage - today was doing a second class stamp
[Advice [Thu 07 December 2006 09:40 by UK955762/HSH1 —(Saved:: Thu 07 December 2006 09:40
[advice I PM to visually check the cables
‘Access ‘mes Thu 07 December 21
\Mon - Fri: 0900 - 1730 S:
Node status [Thu 07 December 2006 09:40 by UK9557 62 / HSH1 "ISaved: Thu 07 December 2006 09:40
[Node is operational intermittently.
[Recommend [Thu 07 December 2006 09:41 by UK955762/ HSH1 (Saved: Thu 07 December 2006 09:41
gged on 07/12/06 at 09:36 recommend to check/swap Base Unit Cal
[commencing box swap to have the VPN on the LAN cleared
(Open OT! —_IThu 07 December 2006 09:42 by SYSADM / ASTEA Saved: Thu 07 December 2006 09:42 I
IORIZON on 01436 7:
prior to I
f (Call #E-0612070206 was Reseslaned from Adam Robertson, Grou HsHi to eSroue UKSS1
JOTI Success New call sent to Dispatch 1
(OTI Success * [Received a an Acknowledgement from Dispatch 1 Dispatch 1 call number is WG12070100
UPDATE —_[Thu07 December 2006 09:58by PATHWAY/ =—=SSaveed: Thu 07 December 2006 09:59
IMon - Fri: 0900 - 1730 Sat: 0900 - 1300 no lunch PLEASE CHECK SWAP BU SLA 08/12/2006 17:30
‘UPDATE —[Thu07 December 2006 19:05 by Dispatch 1/ " ISaved: Thu 07 December 2006 19:07
I Nob Assigned with ETA Eng: 000290 ETA: Call Being Progressed
UPDATE ii 08 December 2006 08:42 by Dispatch 1/ -
(Job Assigned with ETA Eng: 000217 ETA: Call Being Progressed
ee Call Fri 08 December 2006 10:01 by uk957307 / HSH7 ISaved: Fri 08 December 2006 10:01
Saved: Fri 08 December 2006 08:45
I
EA
Advice [Fri 08 December 2006 10:01 by uk957307 / HSH7 oo ISaved: Fri 08 I December 2006 10: 01
[advised pm that there is no ETA yet but there should be an engineer out today.
Fe Support Fri 08 December 2006 14:23 by uk053304 / HSH8 ‘[Saved: Fri 08 December 2006 14:23
engineer needs meetto clearthe LAN eee aes
Information IFri 08 December 2006 14:23 by uk953334 / HSH8.
cleared LAN
[ENG VISIT [Fri 08 December 20
\Job Completed: 08/12/2006 15:30:00 Engineer Summary: C base would cut out, and CTX mains had low
foltage, swapped part tested ok RTC Call closure code of Completed and repair code 621
REASSIGN Fri 08 December 2006 15:55 by Dispatch 1/ ~~ ISaved: Fri 08 December 2006 15:55
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH{1 as directed by the OTIR eturn activity
(OT! Success [OTI monitor reassigned this call from Dispatch 7 to the Action n Group HSH1 as directed by the OTIRetum activity
eh I
Job Completed: 08/12/2006 15:30:00 Engineer Summary: C base would cut out, and CTX m ains had low
_[otage, swapped part tested ok RTC Cal closure code of Completed and repair code 821
I Call Close by Donna Thomas: Job Completed: 08/12/2006 15:30:00 En gineer Summary: C base would cut out, —
I ea CTX mains had low foltage, swapped part tested ok RTC Call closure code of Completed and repair code
821
Fe)
FUJITSU
Call E-0701150667 ©2002 Fujitsu Services Limited
jon 15 January 2007 14:22 NPSERPRTRY126023 I
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
__ Product Type:(fMf Call Type: [{
pm states that her pinpad is
Gir tiey IPATPINPAD
OTI Reference:
OPEN [Mon 15 January 2007 14:21 by UK958646 / HSH2 ISaved: Mon 15 January 2007 14:22
INew call taken by Samantha Bowden: pm states that her pinpad is not reading cards
Mon 15 January 2007 14:23 by UK958646 / HSH2 Saved: Mon 45 January 2007 14:23
formation [Mon 15 January 2007 14:31 by UK958646/HSH2 ISaved: Mon 15 January 2007 14:31
[pm happy to do this unassisted
i pr
(CLOSE IMon 15 January 2007 16:02 by UK958646 / HSH2 ISaved: Mon 15 January 2007 16:02
[Call Close by Samantha Bowden: pm states that her pinpad is not accepting cards, advised re installation of
pinpad, pm happy to do this unassisted
ee)
FUJITSU
Call E-0701150810 ©2002 Fujitsu Services Limited
RSE Ciccec RSet Mon 15 January 2007 16:05 EESERISTEYI126023
Priority (2 Local / intermediate / Remote: (ial Iuk957307 / HSH7
seema Sie 126023
Product Type I ~~ Call Type: (ff ProbType: I aa
Seiki [pm states that the pinpad installation failed as it failed to read the text card.
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Product. (ia am SH [Hypercom PinPad
OT! Reference: (OREO Counter Affected: [Py
[checked previous call E-0701150667 this shows that she has already been advised to re -install the pinpad.
‘Access Times IMon 15 January 2007 16:08 by uk952683 / HSH7 ~ ‘I : Mon 15 January 2 ig
[mon - fri 09.00 - 17.30 sat 09.00 - 13.00
?ecommend IMon 15 January 2007 16:09 by uk952683 / HSH7
[pm : f
‘Access Times [Mon 15 January 2007 16:09 by uk952683 / HSH7_
[mon - fri 09.00 - 17.30 sat 09.00 - 13.00
[Recommend [Mon 15 January 2007 16:10 by uk952683/HSH7
[Automatic Open OTI **Updated by Simon Hopperton at 15/01/2007 1
IREASSIGN (Mon 16 January 2007 16:11 by uk952683 / HSH7 [Saved: Mon 45 January 2007 16:11
E (Call #E-0701150810 was Reassigned from Simon Hopperton, Group HSH7 to Group UKSS1
(OTI Success New call sent to Dispatch 1
(OT! Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WHO1150504
UPDATE [Mon 15 January 2007 16:15 by PATHWAY ~__ISaved: Mon 15 January 2007 16:17
Isla 16/01/2007 17:30 access mon -fri 0900-1730 sat 0900-1300 oo
UPDATE [Mon 15 January 2007 19:15 by Dispatch 1/ ~~ ISaved: Mon 15 January 2007 19:18
I \Job Assigned with ETA Eng: 000314 E all Being Progressed Sos
ENG VISIT [Tue 16 January 2007 12:00 by 000314 / ENGINEERS ISaved: Tue 16 January 2007 12:30
Irtc 1230 swapped pinpad Call closure code of completed and repair code 821
Tue 1 y 200 by Dispatch 1 / ~~ ISaved: Tue 16 January 2007 15:54
REASSIGN [Tue 16 January 2007 15:
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH7 as directed by the OTIReturn activity
OTI Success [Received call closure from Dispatch 1
CLEAR [Tue 16 January 2007 12:30 by uk957307 / HSH7 ISaved: Tue 16 January 2007 12:30
Irtc 1230 swapped pinpad Call closure code of completed and repair code 821
(CLOSE [Tue 16 January 2007 16:28 by uk957307 / HSH7 [Saved: Tue 16 January 200
j [Call Close by Alexander Gibbs: rtc 1230 swapped pinpad Call closure code of completed and repair code 821
i
I
(OT! Success [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH7 as directed by the OTIReturn activity I
I
Call E-0701240721
Status: (fel
Severity: [Ped
Local / Intermediate / Remote: CSR/Teal
ied 126023
Department: (a
fisermeniocnanI
I
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
(eleeeen 24/01/2007 14:23 ces I Repair}
Call Close by Stephanie Byrne: CC states that CP on node 1 is jamming, advised a factory reset this was successful.
f gi
Pat ssset els
[a Beseritionf I
I bescrpton fl ServerName
[counter Afeced I} Associates Retorenoe
(OPEN IWed 24 January 2007 14:16 by UK958862 / HSH ‘Saved: Wed 24 January 2007 14:17
call taken by Stephanie Byme: CC states that Node 1 CP is not printing properly.
Advice Wed 24 January 2007 14:19 by UK958862/HSH8 \Saved: Wed 24 January 2007 1
i ‘ls slip flat and being inserted correctly? Done Clean slip loader with lint free cloth/screen wipe. Retry Done Check
for foreign objects and damaged parts inside printer done Check tally roll is in correct position - press release
‘button and retry done Check mylar guard and ribbon cartridge are a) not damaged and b) seated correctly done
(Check head gap lever is set to position 1 done Perform factory reset. done
[Information Jed 24 January 2007 14:22 by UK958862 / HSH8 - (Saved: Wed 24 January 2007 14:22
I ‘actory reset successful 7 7 —
IKEL Ref No. Wed 24 January 2007 14:23 by UK958862/HSH8 ‘Saved: Wed 24 January 2007 1
I ims use d = — e : a . :
CLEAR [Wed 24 January 2007 14:23 by UK958862 / HSH8- ISaved: Wed 24 January 2007 14:23
I ‘Advised CC to perform a factory reset
[CLOSE (Wed 24 January 2007 14:23 by Uk958862// HSH8 ISaved: Wed 24 January 2007 +
(Call Close by Stephanie Byme: CC states that CP on node 1 is jamming, advised a factory reset this was
jocessful. ref given
Es)
FUJITSU
Call E-0701240731 ©2002 Fuiitsu Services Limited
3 [Cicsed’ SRNINNNNNNIRSe8 Wea 24 January 2007 14:25 PNESERISTEYI126023
Severity Xam —CtsCt*(‘“‘C*‘CO eC FAD/Path Code: (PI)
[edocs itn eel I No. Counters: ff
Local / intermediate / Remote: {fl Coren UK958862 / HSHB
De
Product Type: ProbTyp.
Problem Text:f{ that the BCR is not scanning
(OPEN (Wed 24 January 2007 14:24 by UK958862 / HSHB ___ (Saved: Wed 24 January 2007 14:25
INew call taken by Stephanie Byrne: CC states that the BCR is not ing
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
lifbarcode is not damaged, does BCR beep/have red light? Record in call has red light Check PM is scanning
‘correctly '6' away and at a 45 degree angle to barcode done If BCR beeps and lights up, clean lens with screen
I wipe or lint free cloth. Retry no Check lens for scratches. If scratched reassign for engineer visit no scratches
I Visually check cable all in place Log out/in. Retry done
‘Advice
I (Checked events
‘Advice Wed 24 January 2007 14:30 by UK958862/HSH8 ‘Saved: Wed 24 January 2007 14:30"
i ‘Advise pm to retry after reboot and call back if problem persists Ms
IKEL Ref No. Wed 24 January 2007 14:32 by UK958862/HSH8 —=C(Saved: Wed 24 January 2007 14:32
2007 14:33
I ‘Advised to reboot I
(CLOSE [Wed 24 January 2007 14:33 by UK958862 / HSH8 ISaved: Wed 24 January 2007 14:33 I
(Call Close by Stephanie Byrne: CC states that BCR on node 3s not scanning, Advised CC to reboot and call
I ‘back in 20 mins if problem still persists. ref given
oO
FUJITSU
Call E-0701290399 ©2002 Fujitsu Services Limited
I __ Status: [6 [Mon 29 January 2007 10:59 EET 126023
I Severity: (AX eth Tue 30 January 2007 14:18
Customer: (REX)
:
ll Close by Joseph Mould: Engineer Summary: not printing lables exchanged tested alll ok Call closure code of
ompleted and repair code 821
PPSsi ate lIthica 94 Printer Serial No:(f
DEP sicue Ithica 94 Printer Server Name: {f
Counter Affected: (f Associated Reference
(Mon 29 January 2007 10:57 by UK956064 / HSH2 ISaved: Mon 29 January 2007 10:59
[New call taken by Keely Fitzgerald: Pm states that his cp is still not printing labels I - _
\information 1 29 Jar 7 11:00 by UKE cd: january 2007 11:00
I hat his ¢ i be s logged eg his issue e -0701240721
I checks were completed in previous
(Advice [Mon 29 January 2007 11:01 by UK956064 / HSH2 ‘Saved: Mon 29 January 2007 11:01
I [Advised pm that im reassigning call to ukme for an enginee rto attend site
Node status [Mon 29 January 2007 11:02 by UK956064/HSH2
[Access Times [Mon 29 January 2007 11:02 by UK956064 / HSH2
‘I [Mon - Fri 07:00 - 20:00 Sat 07:00 - 21 00
[Recommend IMon 29 January 2007 6474
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[Call logged @ 10:59 Please ‘swapicheck CP
KEL Ref No. [Mon 29 January 2007 11:03 by UK956064 / HSH2 —
I IWims consulted Ref no, given
[Open OTI [Mon 29 January 2007 11:04 by SYSADM/ ASTEA
I (Automatic ‘Open O pdated by Keely Fitzgerald at 29/01/20 204:
IREASSIGN [Mon 29 January 2007 11:03 by UK956064 / HSH2 ISaved: Mon 29 January 2007 11:04
_[cau# #£-0701200399 was Reassigned from Keely Fitzgerald, Group HSH2 to Group UKSS1
I [No Remark entered.]
[UPDATE [Mon 29 January 2007 11:17 by PATHWAY /
I ICall Accepted by Provider: Ref 203975
(UPDATE [Mon
I Nob Assigned with ETA Eng: 000358 ETA: Call Being Progressed
IENG VISIT [Tue
IREASSIGN [Tue 30 January 2007 13:5 ‘Saved: Tue 30 January 2007 13:
} _IOTI monitor reassigned this call from Dispatch 1 to the Action Group HSH2 as directed by the OTIRetur n activity
I
{OT monitor reassigned this call from Dispatch 1 to the Action Group HSH2 as directed by the OTIRetum activity I
I
I
[Received call closure from Dispatch 1
[Tue 30 January 2007 13:35 by UK957089 / HSH2 [Saved: Tue 30 January 2007 13:35
Engineer Summary: not printing lables exchanged tested all ok Calll closure code of completed and repair code
_8
~~ [Tue 30 January 2 ; (Saved: Tue 30 January 2007 14:18
(Cail Close by Joseph Mould: Engineer Summary: not printing lables exchanged tested all ok Cail closure code of
completed and repair code 824
re)
FUJITSU
Call E-0702150566 ©2002 Fujitsu Services Limited
SOMME FAD/Path Code:
RS 1710212007 13:40 css B Repariigy Resolution: (RSP)
IQREES call close by Joseph Mould: Call closure code of completed and repair code 821
Description: I i
POL00061793
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West Byfleet HSD call logs M012 Doc 006
l
OPEN hu 15 February 2007 13:10 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:11 I
INew call taken by Latoya Rodgers: Sup: states that his is it not printing lables I
Advice TI February 2007 13:13 by uk959304/HSH1 ‘Saved: Thu 15 February 2007 13:13
tally (UES TPT CNIS ELS EIS Fe SE IST USE)
ese
Information [Thu 15 February 2007 13:15 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:15
[sup states that the ribbon was changed last wk - ~ ” -
Information Thu 18 February 2007 13:16 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:16 I
[factory reset done I
‘Advice [Thu 15 February 2007 13:16 by uk959304 / HSH1 [Saved: Thu 15 February 2007 13:16 I
ladvice pm to do a test slip I
KEL Ref No. [Thu 15 February 2007 13:16 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:16 I
lwims I
Information [Thu 15 February 2007 13:17 by uk959304 / HSH1 [Saved: Thu 15 February 2007 13:17 I
{sup states that itis still not working I
‘Advice (Thu 15 February 2007 13:17 by uk959304 / HSH1 \Saved: Thu 15 February 2007 13:17 I
‘Advise the PM that you will be reassigning their call over to our engineering department for an engineer in their
local area to be allocated.
‘Advice [Thu 15 February 2007 13:17 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:17
[advice sup that due to a shortage of CP the SLA will be next wk
Node status [Thu 15 February 2007 13:19 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:19
[CP is non operational everything else is fine
Recommend [Thu 15 February 2007 13:19 by uk959304 / HSH1 ‘Saved: Thu 15 February 2007 13:19
[pls chechiswap CP call logged@ 13:11
‘Access Times IThu 15 February 2007 13:19 by uk959304 / HSH1 (Saved: Thu 15 February 2007 13:19
}0:1730 no lunch sat 0900:1300 SoS oon Se ea
Open OT! Thu 15 February 2007 13:20 by SYSADM / ASTEA ‘Saved: Thu 15 February 2007 13:20 I
Automatic Open OT! ***Updated by Latoya Rodgers at 15/02/2007 13:20:45 I
REASSIGN [Thu 15 February 2007 13:20 by uk950304 / HSHi ISaved: Thu 15 February 2007 13:20 I
I
{Call # E-0702150566 was Reassigned from Latoya Rodgers, Group HSH1 to Group UKSS1
(OTI Success INew call sent to Dispatch 1 I
(OT! Success Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WH02150290
UPDATE [Thu 15 February 2007 13:24 by PATHWAY / Saved: Thu 15 February 2007 13:26 I
\sla 16/02/2007 17:30 access mon-fri 0900-1730 sat 0900-1300 I
UPDATE —_Thu 15 February 2007 13:26 by PATHWAY / ‘Saved: Thu 15 February 2007 13:29 I
[Call Accepted by Provider: Ref 211773 moe : 2 ss I
UPDATE [Thu 15 February 2007 18:31 by Dispatch 1/ ‘Saved: Thu 15 February 2007 18:35 I
Nob Assigned with ETA Eng: 000163 ETA: Call Being Progressed I
REASSIGN [Fri 16 February 2007 08:27 by Dispatch 1/ Saved: Fri 16 February 2007 08:29 I
ithe p projected arrival date for engineer 000163 is 16 -02-2007 15:00:00 Job Assigned with ETA Eng: 000163
IETA: 16/02/2007 15:00:00 Call Being Progressed
ENG VISIT Fri 16 February 2007 15:15 by 000163 / ENGINEERS ‘Saved: Fri 16 February 2007 15:35
[Technician information: Location: Eng: 000163 Arrival Time: 16/02/2007 15:15:00 Job Completed: 16/02/2007
15:35:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
[Requested Collected (Old) items: Serial: HE002210719 Model: PATITH94PTR Fault: BAD Notes: Delivered
(New) ITems: Serial: HE002226896 Model: PATITH94PTR Fault: GOOD Notes: Engineer S ummary: label
[printer failure. all swapped and tested and working ok. INFO: CSR Code 000163 is known to D1 - AND updated
** PARTS USAGE VALIDATION INFORMATION “* INFO: The number of OT! spares records found is 2. INFO:
‘Spares usage information found. INFO: Line 1: Old Unit part no. is BLANK - not processed. INFO: Line 1: New
\Unit part no. >PATITH94PTR<, is serialised. INFO: Line 1: New Unit part no. >PATITH94PTR<, Serial
}>HE002226896< not found on equip file - so its OK. INFO: Line 2: Old Unit part no. >PATITH94PTR<, is,
Iserialised. INFO: Line 2: New Unit part no. is BLANK - not processed. INFO: Line 2: This call is for Site
}>126023<, Old Unit Model >PATITH94PTR<, Serial >HE002210719<, is on Site >126023<. ** END OF PARTS
[USAGE VALIDATION INFORMATION ** INFO: Cause Code completed is known to D1 - AND updated INFO:
Repair Code 821 is known to D1 - AND updated OTI Auto Closing this call to CM. Call closure code of
Icompleted and repair code 821 I
[REASSIGN [Fri 16 February 2007 18:11 by Dispatch 4/ ‘Saved: Fri 16 February 2007 18:11
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OTIReturn activity I
POL00061793
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West Byfleet HSD call logs M012 Doc 006
I [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OTIReturn activity I
(OTI Success A
CLEAR Fri 16 February 2007 15:35 by UK957089/HSH2 —s([Saved: Fri 16 February 2007 15:35 I
I il closure code of completed and repair code 821 I
2)
FUJITSU
Call E-0702190608 ©2002 Fujitsu Services Limited
Affected Site: AE)
[cus I
I Priority: ZEMM Local / intermediate / Remote: ([i f CsRiTeam'f
eee
ctr
ICC states that her cp is not printing labels _
id (Call Close by Joseph Mould: ** [No Remark entered,] Call closure code of completed and repair code 821
Eee cul thica 94 Printer
OT! Reference: (WMaaeeyos Counter Affected: (kJ : Associated Reference:
lon 19 February 2007 12:15 by UK956064 / HSH2 \Saved: Mon 19 February 2007 12:17
INew call taken by Keely Fitzgerald: CC states that her op is not printing labels
~ [Mon 19 February 2 18 by UK956064 Cee Kc
Be states her cp is still not pri
0702150566
[Mon 19 February 2007 12:19 by UK956064/HSH2 ISaved: Mon 19 February 2007 12:19
i =d pm im reassigning call to ukme for an engineer to reattend site
[Mon 19 February 2007 12:20 by UK956064/HSH2 —_—[Saved:: Mon 19 February 2007 12:20
[Operatioi eS oe : :
[Access Times [Mon 19 February 2007 12:20 by UK956064/HSH2 _
I [Mon =
commend {Mon 1:
‘all logged @ 12@17 Please swapicheck CP.
[Mon 19 February 2:
IWims consulted Ref no. given
[Open OTI [Mon 19 February 2007 12:21 by SYSADM/ ASTEA
‘Automatic Open OTI **Updated by Keely Fitzgerald at 19/02/2007 12:21
IREASSIGN [Mon 19 February 2007 12:21 by UK956064 / HSH2 ~~ ISaved: Mon 19 February 2007 12:21
I ICall # £-0702190608 was Reassigned from Keely Fitzgerald, Group HSH2 to Group UKSS1
(OT! Success. Ing ms = Se GECSS SAS
[OTI Success i
POL00061793
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West Byfleet HSD call logs M012 Doc 006
(UPDATE [Mon 19 February 2007 12:41 by PATHWAY / (Saved: Mon 19 February 2007 12:43
I (Access Times: Mon - Sat 09:00 - 17:30 No lunches SLA 20/02/2007 1730
[UPDATE — [Mon 19 February 2007 12:43by PATHWAY/
I ical Accepted by Provider: Ref 212970
(UPDATE ) Febru
UpdateFrom Touch: Schedule U Updated Update Details: Schedule Changed to: 20/02/2007 17:30:00 SLA
Changed to: 20/02/2007 17:30:00 Call Being Progressed _
LE =
[UPDATE [Mon 19 February 2007 19:00 by Dispatch 1/
I {Job Assigned with ETA Eng: 000314 ETA: Call Being Progressed
[UPDATE [Tue 20 February 2007 09:05 by PATHWAY / ISaved: Tue 20 February 2007 09:
'ISaved: Mon 19 February 2007 19:03
UPDATE
[ibe proiected srvel date for engineer 000171 is 20-02-2007 16:00:00 Job Assigned with ETA Eng: 000171
1007 16:00:00 Call Being Progressed
ENG VISIT — ire 20 February 2007 14:00 by 000171/ENGINEERS ———_—[Saved: Tue 20 February 2007 14:10 I
‘Technician Information: Location: Eng: 000171 Arrival Ti me: 20/02/2007 14:00:00 Job Completed: 20/02/2007
14:10:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
Requested Collected (Old) Items: Serial: HE002226896 Model: PATITH94PTR Fault: BAD Notes: Delivered
(New) ITems: Serial: HE002195432 Model: PATITH94PTR Fault: GOOD Notes: Engineer Summary: printer was
‘not printing labels, swapped printer and tested ok INFO: CSR Code 000171 is known to D1 - AND updated **
PARTS USAGE VALIDATION INFORMATION ** INFO: The number o f OT! spares records found is 2. INFO:
‘Spares usage information found. INFO: Line 1: Old Unit part no. is BLANK - not processed. INFO: Line 1: New
\Unit part no. >PATITH94PTR<, is serialised. INFO: Line 1: New Unit part no. >PATITH94PTR<, Serial
>HE002195432< not found on equip file - so its OK. INFO: Line 2: Old Unit part no, >PATITH94PTR<, is,
‘serialised. INFO: Line 2: New Unit part no. is BLANK - not processed. INFO: Line 2: This call is for Site
>126023<, Old Unit Model >PATITH94PTR<, Serial >HE002226896<, is on Site >126023<. ** END OF PARTS.
USAGE VALIDATION INFORMATION ** INFO: Cause Code completed is known to D1 - AND updated INFO:
Repair Code 821 is known to D1 - AND updated OT! Auto Closing this call to CM. Call closure code of
[completed and repair code 821
[REASSIGN Tue 20 F February 2007 15:20 by Dispatch 1/ : (Saved: Tue 20 February 2007 15:
I [OTI monitor reassigned this call from Dispatch 1 to the Action Group y the OTIRetumn activity
oT! Success [OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH2 as directed by the OTiReturn activity
oni Success I
Received call closure from Dispatch 1
CLEAR [Tue 20 February 2007 14:10 by UK957089 / HSH2 (Saved: Tue 20 February 2007 14:10
[F* [No Remark entered.
(Wed 21 February 2007 0:
(Call Close by Joseph Moul
** [No Remark entered] Call closure code of completed and repair code 821
Po)
FUJITSU
Call E-0703010170 ©2002 Fuiitsu Services Limited
[Thu 01 March 2007 09:14 (NASRISTRYI126023
Be Thu 01 March 2007 09:24 Wye
eee el
m Details
Product Type Call Ff
TREES Cc states that her BCR is not working
POL00061793
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West Byfleet HSD call logs M012 Doc 006
Repair-(RZJ
y Latoya Rodgers: CC states that her BCR is not wor ing ,advice her of the steps and advice her
then try it and ifit doesn’t wrk then she needs to ring us bk. ref
OTI Reference: I Associated Reference: [fj
[Thu 01 March 2007 09:15 by uk959304/ HSH1
[Check lens for scratches
[Thu 01 March 2007 09:15 by uk959304 / HSH1
\Visuallycheckcablle SS
a ‘01 March 2007 09:17 ‘by Uuk959304 / HSH1
I [advice cc to try and scan someth
{Information (Thu 01 March 2007 09:17 by uk959304 / HSH1
‘Advice
(Advice [Thu 01 March 2007 09:19 by uk950304 / HSH1
ladvice cc to switch bk on the BU and that she will need her I pmme. and f 4 pin
h 2007 09:19 by k959304 / HSH1
i consulted
[Thu 01 March 2007 09:23 by uk959304 / HSH1 ISaved: Thu 01 March 2007 09:23
CC states that her BCR is not working advice her of the steps and advice her to reboot and then try it and ifit
[doesn't wrk then she needs to ring us bk . ref given
(Call Close by Latoya Rodgers: CC states that her BCR is not working ,advice her of the steps and rll
‘reboot and then try it and if it doesn't wrk then she needs to ring us bk . ref given
i)
FUJITSU
Call E-0703060844 2002 Fuiitsu Services Limited
Closed pines sly aes Opened: [Tue Affected Site:
ee: c Closed: }——_—_—_—== O7 March 2007 15:32 Wie tateerty 126023
Local / Intermediate / Remote: ee Sw
POL00061793
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West Byfleet HSD call logs M012 Doc 006
Product Type:I
Beseretend Ithica 94 Printer ‘Server Name:I
eile ceucy WH03060418 Counter Affected: (Faia - Associated Reference:
OPEN ‘Tue 06 March 2007 16:22 by UK958861 / HSH6 Saved: Tue 06 March 2007 16:23
INew call taken by Sam Clarke: pm states cp started smoking
F
i
[Tue 06 March 2007 16:24 by UK958861 / HSH6 Saved: Tue 06 March 2007 16:24
f
1
‘Advice
advised pmo leave printer, andtumitoff =
Tue 06 March 2007 16:25 by UK958861 / HSH6 ‘ISaved: Tue 06 March 2007 16:25
loperationaol
‘Access Times ‘Tue 06 March 2007 16:25 by UK958861 / HSH6
[mon-fri-0900-1730 sat-0900-1300
Recommend (Tue 06 March 2007 16:25 by UK95@861 / HSH Saved: Tue 06 March 2007 16:25
[please check/swap cp call logged at 16:23
[Tue 06 March 2007 16:25 by SYSADM / ASTEA Saved: Tue 06 March 2007 16:25
{Automatic Open OT! **Updated by Sam Clarke at 06/03/2007 16:25:42
[Tue 06 March 2007 16:25 by UK958861 / HSH6 Saved: Tue 06 March 2007 16:25
\Node status
Saved: Tue 06 March 2007 16:25
‘Open OTI
REASSIGN
ICall # -0703060844 was Reassigned from Sam Clarke, Group HSH6 to Group UKSS1
OT Success {Kew Gall sent to Dispatch 1
OT! Success [Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WH03060418
UPDATE Tue 06 March 2007 16:55 by PATHWAY / Saved: Tue 06 March 2007 16:58
Imon-fri-0900-1730 sat-0900-1300 please check/swap op call iogged at 16:23 sla 07/03/2007 17:30
UPDATE [Tue 06 March 2007 16:57 by PATHWAY / ‘Saved: Tue 06 March 2007 16:59
[Call Accepted by Provider: Ref 234107
UPDATE [Tue 06 March 2007 18:54 by Dispatch 1/ Saved: Tue 06 March 2007 18:55
{ob Assigned with ETA Eng: 000314 ETA: Call Being Progressed oe @
ENG VISIT [Wed 07 March 2007 12:00 by 000314 / ENGINEERS Saved: Wed 07 March 2007 12:15
[Technician Information: Location: Eng: 000314 Arrival Time: 07/03/2007 12:00:00 Job Completed: 07/03/2007
I12:15:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
Requested Collected (Old) Items: Serial: HEO02163062 Model: PATITH94PTR Fault: BAD Notes: Delivered
I(New) ITems: Serial: HE002167799 Model: PATITH94PTR Fault: GOOD Notes: Engineer Summary: not print
slips or lables, exchanged & tested all ok INFO: CSR Code 000314 is known to D1 - AND updated ** PARTS
[USAGE VALIDATION INFORMATION ** INFO: The number of OT! spares records found is 2. INFO: Spares
usage information found. INFO: Line 1: Old Unit part no. is BLANK - not processed. INFO: Line 1: New Unit part
Ino. >PATITH94PTR<, is serialised. INFO: Line 1: New Unit part no. >PATITH94PTR<, Serial >HE002167799<
[found on equip file with customer number >.INHOUSE< - so its OK. INFO: Line 2: Old Unit part no.
I>PATITH94PTR<, is serialised. INFO: Line 2: New Unit part no. is BLANK - not processed. INFO: Line 2: This
Icall is for Site >126023<, Old Unit Model >PATITH94PTF Serial >HE002163062<, is on Site >126023<. **
IEND OF PARTS USAGE VALIDATION INFORMATION ** INFO: Cause Code completed is know n to D1 - AND
updated INFO: Repair Code 821 is known to D1 - AND updated OT! Auto Closing this call to CM. Call closure
Icode of completed and repair code 821
REASSIGN (Wed 07 March 2007 15:30 by Dispatch 1/ ‘Saved: Wed 07 March 2007 15:30
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH6 as directed by the OTIRetum activity I
OTI Success
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH6 as directed by the OTIReturn activity I
OTI Success [Received call closure from Dispatch 4
CLEAR IWed 07 March 2007 12:15 by uk959335 / HSH6 “ISaved: Wed 07 March 2007 12:15
[Engineer Summary: not print slips or lables, exchanged & tested all ok.821
CLOSE Wed 07 March 2007 15:32 by uk959335 / HSH6 5 Saved: Wed 07 March 2007 15:32
[Call Close by Tracy Scott: Engineer Summary: not print slips or lables, exchanged & tested all ok
POL00061793
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West Byfleet HSD call logs M012 Doc 006
Fe)
FUJITSU
Call E-0703120773 ©2002 Fuiitsu Services Limited
IMon 12 March 2007 15:14
Product Typ
Gesu CC states that her cp keeps re
'14/03/2007 10:51 = Repair I gre Resolution: [RS
all Close by Sukhdeep Thind: Engineer ‘Summary: Rejecting labels so replaced and tested ok. Call closure code of
“AILURE and repair code 821
12602309
IPATITHOAPTR
I wHi03120439
OPEN [Mon 12 March 2007 15:13 by UK959396 / HSH1 - ~ [Saved: Mon 12 March 2007 15:14
I iNew call taken by Gareth Davies: CC states that her op keeps rejecting labels. oO
‘information — r
I Be Slip flat and being inserted correctly? Yes Clean slip loader with lint free cloth/screen wipe. Retry Yes Check
I r foreign objects and damaged parts inside printer No
[information [Mon 12 March 2007 15:16 by UK959396 / HSH1 ISaved: Mon 12 March 2007 15:16
[Check tally roll is in correct position - press release button and retry Yes Check mylar guard and ribbon cartridge
lare a) not damaged and b) seated correctly Yes Check head gap lever is set to position 1 Yes
Mon 12 March 2007 15:16 by UK9593.96 / HSH1
[Advised CC to perform a factory reset.
[Mon 12 March 2007 15:20 by UK959396 / HSH1
[CC states she has perfomed a factory reset.
Information [Mon 12 March 2007 15:20 by UK959396 / HSH1
[CC states that test slip failed.
‘Access Times IMon 12 March 2007 15:21 by UK959396 / HSH1
i [Mon - Fri 09.00 - 17.30 Sat 09.00 - 13.00 No Lunches.
KEL Ref No. [Mon 12 March 2007 15:22 by UK959396/HSH1
IWims used
Node status [Mon 12 March 2007 15:22 by UK959396/ HSH1 ~ ISaved: Mon 12 March 2007 15:22
Operational. Pees See
[Mon 12 March 2007 15:22 by UK959396 / HSH1 ISaved: Mon 12 March 2007 15:22
[Advised cc of next day 18.30 SLA.
[Mon 12 March 2007 15:22 by UK959396/HSH1 ~~ [Saved: Mon 12 March 2007 15:22 _
ge NG ck replace counter printer. .
iruomai Open OTI ***Updated by Gareth Davies at 12/03/2007 15:23:24
REASSIGN Mon 12 March 2007 15:23 by UK959396 / HSH1 ~_[Saved: Mon 12 March 2007 15:23
POL00061793
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West Byfleet HSD call logs M012 Doc 006
[Call # E-0703120773 was Reassigned from Gareth Davies, Group HSHi to Group UKSS1
OT! Success INew call sent to Dispatch 1
JOTI Success [Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WHO3120430 I
(UPDATE [Mon 12 March 2007 15:27 by PATHWAY / I Saved: Mon 12 March 2007 16:09
[Mon ~ Fri 09.00 - 17.30 Sat 09.00 - 13.00 No Lunches. sla 13/03/2007 1
[Mon 42 March 2007 1: [
UPDATE — [sa
cranes ‘Summary: Rejecting labels so replaced and tested ok. Call closure code of FAILURE and repair coi
24
IREASSIGN Wed 14 March 2007 10:28 by Dispatch 1/
I [OTI monitor reassigned this call from Dispatch 1 to the Act ion Group HSH! as directed by the OTIRetum activity
OT! Success 67) monitor reassigned this cail from Dispatch 1 to the Action Group HSH1 as directed by the OTIRetumn activi
[OTI Success [Received call closure from Dispatch 1
I a I
ICLOSE Wed 14 March 2007 10:51 by GB082685 / HSH8 ISaved: Wed 14 March 2007 10:51 I
I fea Close by Sukhdeep Thind: Engineer Summary: Rejecting labels so replaced and tested ok. Call closure
code of FAILURE and repair code 821
fs)
FUJITSU
Call E-0704260661 ©2002 Fuiitsu Services Limited
Status: [fs hu 26 April 2007 13:50 (PARERISTRI126023
rs 51 27 April 2007 09:47 Ry eryereey 126023
ee
[Pry Se ose eon
[ Phone:
join:
a cele o: a
I
I
I
I
HT sos
[New call taken by Rachel Stuckey: CC states that her online services are unavailable
[Thu 26 April 2007 1: 4 Saved: Thu 26 April 2007 13:51
cc j eS
i — (Saved: Thu 26 April 2007 13:51
POL00061793
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West Byfleet HSD call logs M012 Doc 006
linformation
‘Advice
\information
IContacted
fifonmiation =
lInformation
[advised network test x2
[Thu 26 April 2007 13:51 by UK958950/ HSH6
Inetwork test failed Sue
[Thu 26 Apri 2007 13:54 by UK958950// HSHE
advised that i will healthcheck x2 and CC will be on hold
‘Thu 26 April 2007 13:55 by I UK958950 7HSH6
[CC hung up
thu 26 April 2007 13:55 by UK958950 / HSH6
[contacting po —
{Thu 26 April 2007 13:55 by UK958050/ HSH6
eae
[Thu 26 April 2007 13:55 by uk952601 / HSH1
ow talked throu
[Pm calling regarding this issue
”ISaved: Thu 26 April 2007 13:55
Saved: Thu 26 April 2007 13:55
(Saved: Thu 26 April 2007 13:51
‘Saved: Thu 26 April 2007 13:54
lInformation [Thu 26 April 2007 14:38 by uk959667 / HSH8 ‘Saved: Thu 26 April 2007 14:38
[Health Checks 1. 100% packet loss 2. 100% packet loss a a
Information ‘Thu 26 April 2007 14:40 by uk959667 THSH8 Saved: Thu 26 April 2007 14:40 _
INetwork tests 1. Cannot contact server 2. Cannot contact server
Information [Thu 26 April 2007 14:42 by uk959667 / HSH8 ISaved: Thu 26 April 2007 14:42
[ADSL (UNSET) PSTN: 01932 354066
fAceees Times ‘Thu 26 April 2007 14:43 by uk959667 / HSH8 ~~ (Saved: Thu 26 April 2007 14:43.
[Mon - Fri: 09;00 - 17;30 Sat: 09;00 - 13:0
Information [Thu 26 April 2007 14:43 by uk959667 / HSH8 ISaved: Thu 26 April 2007 14:43
I1. Does PM see any error codes? 00000111 2. Are all counters switched on? 3 3. Are all cables in place I
\correctly? Checked 4. Is the telephone line working? (if NO obtain a contact number) This works 5. Is there any I
Inoise / interferance on the line? - if yes advise PM to log a call with BT but ensure they have ruled out there own
lequipment None. 6. Have any changes taken place on site? (Refurbishment, new equipment, etc.) None. 7. Has I
[any external or Fujitsu engineer attended site? - if yes what was the purpose and what was th e outcome? No. 8. I
IHas any external work taken place? (Road works, BT engineers, water works) None. 9. Have there been any I
Ichanges to the telephone line? (Change of service provider / number) No. 10. How many extensions has the PM I
\got on this telephone number? Site has 2 lines. 11. What is installed on these extensions? IE: FAX, Telephone,
ISKY, E-Top up, pay station, lottery terminal Telephone and fax run on same line 12. Are there any cordless
phones on the extensions? Yes, 1. 13. Are there any other BT ser vices on this telephone line? (call divert? Call
lbarring?) No. 14. Have ROMEC attended site or advised of any issues with the alarm service? No. 15. Has
lanything been identified that coincides with the time of communication failures? i.e. pattern of time e ach day,
[phone is being used, other equipment being used? No. If PM has additional extensions
IREASSIGN [Thu 2¢ 26 April 2007 14:50 by uk959667/HSH8 (Saved: Thu 26 April 2007 14:50 I
} [Call # £-0704260661 was Reassigned from Rachel Stuckey, Group HSH6 to Group DESK COMMS I
Information [Thu 26 April 2007 14:51 by uk959667 / HSH8 ‘Saved: Thu 26 April 2007 14:51 I
Voiced jerome at CMT I
Repeat Call _ TWtha2 26 April 2007 15:38 by UK’ 15 /HSHS I
I [CC has called for an update I
‘Advice IThu 26 April 2007 15:40 by UK959245 / HSH5 ‘Saved: Thu 26 April 2007 15:40 I
I [Advised CC issue is stil under investgation - OO I
[REASSIGN [Fri 27 April 2007 08:34 by UK957089/ Desk Comms “Saved: Fri 27 April 2007 08:34 I
} (Call # E-0704260661 was Reassigned from Group DESK COMMS to Group DESK FILTER _ Sas)
Contacted [Fri 27 April 2007 09:33 by uk959331 / HSHB Saved: Fri 27 April 2007 09:33 I
[contacted PO I
Information [Fri 27 April 2007 09:34 by uk959331 / HSH8 Saved: Fri 27 April 2007 09:34 I
Ino answer I
(Contacted {Fri 27 April 2007 09:47 by UK958862 / HSH8 Saved: Fri 27 April 2007 09:47 I
(contacting PM PM states Online Services are now available - _ a - I
CLEAR _IFri 27 April 2007 09:47 by UK958862/HSH8 ‘Saved: Fri 27 April 2007 09:47 I
[Reboot advised and resolved I
CLOSE IFri 27 April 2007 09:47 by UK958862 / HSH8 Saved: Fri 27 April 2007 09:47 I
I
[Call Close by Stephanie Byrne: PM now has online services
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
re)
FUJITSU
Call E-0704280155
i Affected Site:
FAD /Path Code:
Site: [ET
I Deparmer
Product Type I]
‘Call Close by Joanne Rowland: pm states that nodes are all working and fine were disocnnected but ok pmhtcc ref
ginve
ISat 28 April 2007 09:57 by uk952601/HSH1 ISaved: Sat 28 April 2007 09:59
INew call taken by Joanne Rowland: pm states that node disocnencted and regained connection errors
pr
[pm states that nodes are all working and fine were disocnnected but ok pmhtcc ref ginve
[CLOSE [Sat 28 April 2007 10:01 by uk952601 / HSH1 _ Saved: Sat 28 April 2007 10:01
I \Call Close by Joanne Rowland: pm states that nodes are all working and fine were disocnnected but ok pmhtcc ref
I iginve
Fe)
FUJITSU
Call E-0705030652 ©2002 Fujitsu Services Limited
I __ Status: cs The 03 May 2007 12:01 STE 126023 ©
Cea Thu 03 May 2007 14:16 FAD/Path Code: [PRaex}
Priority: (053 Local / Intermediate / Remote: il [e-)sarn IGBO82685,
(Tea Camel
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
BEER [Cc states that her cp on node 3 has no power.
Call Closure Details
RE 0310572007 14:16 Cause (Ry Repair (ed Resolution:
Call Close by Sukhdeep Thind: pm called. can we cancel the engineer visit. the printer is now working.
IS 12602309 aa Itthica 94 Printer HE002015536
Gities PATITHO4PTR Dee icia Ithica 94 Printer
OTI Reference: (EECCA MMM Counter Affected: [f B Associated Reference: (ia
Call Acti
OPEN {Thu 03 May 2007 12:00 by UK959396 / HSH1 ‘Saved: Thu 03 May 2007 12:01
INew call taken by Gareth Davies: CC states that her cp on node 3 has no power.
Advice. (Thu 03 May 2007 12:02 by UK959396 / HSHi (Saved! Thu 03 May 2007 12:02
ls printer powered on? No Visually check cables Yes all ok.
‘Access Times IThu 03 May 2007 12:02 by UK959396 / HSH1 ‘[Saved: Thu 03 May 2007 12:02
IMon - Fri 09.00 - 17.30 Sat 09.00 - 13.00 No Lunch
KEL RefNo” [Thu 03 May 2007 12°03 by UK959306/ HSHi
(Wims used.
Saved: Thu 03 May 2007 12:03
Node status [Thu 03 May 2007 12:03 by UK959396 / HSH1 Saved: Thu 03 May 2007 12:03
[Operational
Advice [Thu 03 May 2007 12:03 by UK959306/ HSH1_ Saved: Thu 03 May 2007 12:03
[Advised CC of next day 18.30 SLA.
Recommend IThu 03 May 2007 12:03 by UK959396 / HSH1 Saved: Thu 03 May 2007 12:03 I
[Call Logged @ 12.01 ENG please check/replace counter printer. I
Open OTI (Thu 03 May 007 12:04 by SYSADM / ASTEA Saved: Thu 03 May 2007 12:04 I
I [Automatic Open OTI “Updated by Gareth Davies at 03/05/2007 12:04:29 I
REASSIGN [Thu 03 May 2007 12:04 by UK959396 / HSH1 ‘Saved: Thu 03 May 2007 12:04 I
(Call # E-0705030652 was Reassigned from Gareth Davies, Group HSH1 to Group UKSS1
OT! Success INew cali sentto Dispatch 1 I
OT! Success {Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WH05030173
UPDATE "Thu 03 May 2007 12:08 by PATHWAY/ (Saved: Thu 03 May 2007 12:10
[Call Accepted by Provider: Ref 256585 I
Repeat Call [Thu 03 May 2007 12:18 by GB082227 / HSH1 ‘Saved: Thu 03 May 2007 12:18
[pm called. can we cancel the engineer vis. the printer is now working
OT! Success [An add has been sent to Dispatch 1
Escalate [Thu 03 May 2007 12:19 by GB082227 / HSH1 ‘Saved: Thu 03 May 2007 12:19
voiced cancellation to fms.
OTT Success ix
Information (Thu 03 May 2007 12:27 by GB083685 / UKSS2
voiced cancellation to louise at touch
‘Saved: Thu 03 May 2007 12:27
OTI Success
UPDATE
An add has been sent to Dispatch 1
[Thu 03 May 2007 12:31 by Dispatch 1/
\Job Assigned with ETA Eng: 000165 ETA: Call Being Progressed
ENG VISIT [Thu 03 May 2007 12:26 by 000165 / ENGINEERS: ‘Saved: Thu 03 May 2007 12:25
Fechnician Information: Location: Eng: 000165 Arrival Time: 03/05/2007 12:25:00 Job Completed: 03/05/2007
12:25:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: CBP
(Cancel By Phone) Collected (Oid) items: Delivered (New) [Tems: Engineer Summary: CALL CANCELLED BY
[MICHELLE FROM FJ INFO: CSR Code 000165 is known to D1 - AND updated ** PARTS USAGE VALIDATION I
INFORMATION ** INFO: No valid spares usage data found. INFO: No spares usage data was provided. "* END
OF PARTS USAGE VALIDATION INFORMATION * INFO: Cause Code completed is known to D1 - AND
updated INFO: Repair Code 821 is known to D1 - AND updated OTI Auto Closing this call to CM. Call closure
Icode of completed and repair code 821
REASSIGN [Thu 03 May 2007 12:33 by Dispatch 1/ ‘Saved: Thu 03 May 2007 12:33
TI monitor reassigned this call from Dispatch 1 to the Action Group HSH as directed by the OTIReturn activity
‘Saved: Thu 03 May 2007 12:33
I
I
I
I
OT! Success 67] monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OTIRetum activity
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
Received call closure from Dispatch 1
~ [Thu 03 May 2007 12:25 by GB082685/HSH1 ~ \Saved: Thu 03 May 2007 12:25
lpm called, can we cancel the engineer visit. the printerisnow working, = I
[CLOSE [Thu 03 May 2007 14:16 by GB082685 / HSH1 Saved: Thu 03 May 2007 14:16
I [Call Close by Sukhdeep Thind: pm called. can we cancel the engineer visit. the printer is now working,
(CLEAR
This call has remarks
re)
FUJITSU
Call E-0706200766 2002 Fujitsu Services Limited
Severity: Rend Wed 20 June 2007 15:01
Customer: [[ER) (a
Local / intermediate / Remote: [fj
Cg Miaina
ies Clerk Login: {f
Counter Affected: [&] Associated Reference: I
\Wed 20 June 2007 14:41 by UK959864 / HSH7 Saved: Wed 20 June 2007 14:42
INew call taken by Nazma Majeed: Counter clerk states the cp is nto working
\information
Information Wed 20 June 2007 14:44 by UK959864 / HSH7
i [Counter clerk is servinga customer
‘Advice Wed 20 June 2007 14:45 by UK959864 / HSH7
I ‘Advised to do Self Diagnostic Test
[information [Wed 20 June 2007 14:48 by UK959864 / HSH7
I [Counter clerk states it did not work
‘Advice (Wed 20 June 2007 14:48 by UK959864 / HSH7
I [Advised to turn cp off Remove and reseat ink cartridges Turn cp back on
[Advice d 20 Jur 49 by UK959864 / HSH7 - fe
Iinformation
I (Counter clerk states this has not worked.
information (Wed 20 June 2007 14:50 by UK959864 / HSH7
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[Advice Wed 20 June 2007 14:51 by UK959864/ HSH7_ - ~ 7 — 7 ISaved: Wed 20 June 2007 14 51 __I
[Advised to visually check the cables I
lInformation Wed 20 June 2007 14:51 by UK959864/HSH7
I (Counter clerk states they arefine
Advice Wed 20 June 2007 14:52 by UK959864 / HSH7
I ‘Advised toturn the cpon Test Tally ==
linformation I ine 2007 1 UK959864 / HSH7
I [SERIAL NUMBER: JVVG019608 LOT NUMBER: POH2511
‘Advice Wed 20 June 2007 14:59 by UK959864 / HSH7_
I [Advised to reboot Soy
\information (Wed 20 June 2007 15:00 by UK959864 / HSH7
I (Counter clerk happy todothis.
KEL Ref No. Wed 20 June 2007 15:00 by UK959864
lwims used PSE Andrew aoe
(CLEAR [Wed 20 June 2007 15:00 by UK959864 / HSH7
I [Advised to reboot and call back if the problem persists.
[Call Close by Nazma Majeed: Counter clerk states the cp is not working. Advised to reboot and call back if the
‘problem persists. Ref given
ee)
FUJITSU
Call E-0706200812 ©2002 Fujitsu Services Limited
I Status: {fe SIEEYIWed 20 June 2007 15:09 Affected Site: (PIS)
RS 2c «ot Wee 20 June 2007 15:19 FAD/Path Code: [fPEnyx)
Gsoner Ie counter
[45 Local / Intermediate / Remote: {{l Sein uk957320 / HSH1
WES rostristress I = Department
Product Type: [fl Call Type: Probrype [terug
(is ull) pm needs to know how to reboot the counter for epson problem
TRESS call Close by Ricki Law: pm needs to know how to reboot the counter for epson problem. advised how to reboot
(SEEEES PaTtu-s7100PTR (Peers PTR:EPSON COUNTER PRINTER [NNN snes
OTI Reference: Associated Reference I
Call Acti
OPEN [Wed 20 June 2007 15:06 by uk957320 / HSH1 ISaved: Wed 20 June 2007 15:09
New call taken by Ricki Law: pm needs to know how to reboot the counter for epson problem
Vv 20 «9 SH1_ — [Saved: Wed 20 Ji 7
[pm needs to know how to reboot the counter for epson problem RE
‘Information (Wed 20 June 2007 15:11 by uk957320/ HSH1 ISaved: Wed 20 June 2007 15:11
I lpm needs to reboot as advised in last call a few mins ago _
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[Advice [Wed 20 June 2007 15:19 by uk957320 / HSH1
I [advised how to reboot oe
CLEAR [Wed 20 June 2007 15:19 by uk957320 / HSH1 ~ ISaved: Wed 20 June 2007 15:19
I [pm needs to know how to reboot the counter for epson problem. advised how to reboot
(CLOSE Wed 21 1007 15:19 by uk957320 / HS! a ved
7HSH1 (Saved:
(Call Close by Ricki Law: pm needs to know how to reboot the counter for epson problem. advised how to reboot
re)
FUJITSU
Call E-0707050086
7211 FAD/Path Code: IpPiiiyx}
Product Type: (j
:
PRES cal Close by Latoya Rodgers: Engi faild and has been changed and has been tested ok
Asset ID: [12602809 CTX Flatscreen -LivePO iw
Sites ly
Sites i
fey) WHO7050027 Counter Ii} Associatec
Referen Affected: Reference:
INew call taken by Anthony Vass
[Thu 05 July 2007 08:49 by Gt
advised pm to hold the bu button in for 30 seconds.
[Thu 05 July 2007 08:51 by GB082227/HSH1
Ithe red light is on the screen.
linformation [Thu 05 July 2007 08:51 by GB082227 / HSH1
} lthe buis making a ind but the scre
[Information [Thu 05 July 2007 08:52 by GB082227 / HSH1 7 ‘Saved: Thu 05 July 2007 08:52
[the pm cannot see the cables for the bu and screen at the back so is not sure if anything has come loose.
linformation [Thu 05 July 2007 08:56 by GB082227 / HSH1 Saved: Thu 05 July 2007
I pm has tried turning the screen offandon. SEER Ce
\Information {Thu 05 July 2007 08:56 by GB082227 / HSH1 - ‘Saved: Thu 05 July 2007 08:56
‘Advice nce i
I [A priority call should receive an engineer within 4 working hours of logging the call.
Node status [Thu 05 July 2007 08:57 by GBO82227 / HSH1 ‘Saved: Thu 05 July 2007 08:57
Inode is not operational
Access Times IThu 05 July 2007 08:57 by GB082227/HSHi ~ (Saved: Thu 05 July 2007
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[Recommend
MODIFY
lInformation
information
Node status
Access Times I
Recommend
‘Open OTI
REASSIGN
(OT! Success
(OTI Success
UPDATE
UPDATE
Information
(OT! Success
UPDATE
UPDATE
REASSIGN
Information
[OTI Success
ENG visIT
IREASSIGN
(OTI Success
(OTI Success
[confirmed access times mon to fri 0900 -1730 sat 0900 -1300 access during lunch periods
[Thu 05 July 2007 08:57 by GB082227 / HSH1 ‘Saved: Thu 05 July 2007 08:57
\call logged at 08.48 recommend an engineer chk/swap the gateway bu. oo
[Thu 05 July 2007 09:00 by GB082227 / HSH1 Saved: Thu 05 July 2007 09:01
ICall information modified by Anthony Vasse Call Type: from ‘S' to ‘H' Priority: from ‘0' to "99° Product ID: from
Riposte’ to "PATCTXFLAT' Serial #: to 'X547950T4211121' Severity: from ‘3' to '4’ Tag: to '12602399" ...etc.
{Thu 05 July 2007 09:01 by GB082227 / HSH1 Saved: Thu 05 July 2007 09:01
[checked by pse. the online serv ices are down for this office. the health check failed twice
[Thu 05 July 2007 09:03 by GB082227/HSH1 Saved: Thu 05 July 2007 09:03
Ithe keyboard light is on green. nothing is touching the keyboard,
[Thu 05 July 2007 09:04 by GB082227 / HSH1 ‘Saved: Thu 05 July 2007 09:04
node is not operational
[Thu 05 July 2007 09:04 by GB082227/HSH1 ~ Saved: Thu 05 July 2007 os: 04
[confirmed access times mon to fri 0900 -1730 sat 0900 -1300 access during lunch periods
[Thu 05 July 2007 09:04 by GB082227 / HSH1 Saved: Thu 05 July 2007 09:04
[call logged at 08.48 recommend an engineer chk/swap the gateway bu.
[Thu 06 July 2007 09:05 by SYSADM// ASTEA Saved: Thu 05 July 2007 09:05
Automatic Open OT! ***Updated by Anthony Vasse at 05/07/2007 09:05:01 CA
[Thu 05 July 2007 09:04 by GB082227 / HSH1 Saved: Thu 05 July 2007 09:05
(Call # E-0707050086 was Reassigned from Anthony Vasse, Group HSHi1 to o Group UKSS1
[New call sent to Dispatch 1 y ea "i
[Received an Acknowledgement from Dispatch 1 Dispatch 1 call number is WHO7050027
[Thu 05 July 2007 09:08 by PATHWAY / (Saved: Thu 05 July 2007 09:11
[D1 Calculated SLA is 05/07/07 at 13:00 nee
[Thu 05 July 2007 09:11 by PATHWAY / ‘Saved: Thu 05 July 2007 09:14 _
[Call Accepted by Provider: Ref 281883
{Thu 06 July 2007 09:40 by 091017 / UKSS2 I Q Saved: Thu 05 July 2007 09:40
[EMAILED TO SIMON WITH SLA OF 1248
add has been sent to Dispatch 1
[Thu 05 July 2007 09:53 by PATHWAY / e Saved: Thu 05 July 2007 09:56
IUpdateFrom Touch: Interim Update Update Details: sia updated by sarah at Schedule Changed to: 05/07/2007
(12:48: 00 SLA Changed to: 05/07/2007 12:48:00 Call Being Progressed
[Thu 05 July 2007 10:42 by Dispatch 1/ ‘Saved: Thu 05 July 2007 10:44
Nob Assigned with ETA Eng: 000208 ETA: Call Being Progressed
{Thu 05 July 2007 10:45 by Dispatch 1 / saved: Thu 05 July 2007 10:47
The projected arrival date for engineer 000208 is 05-07-2007 11:30:00 Job Assigned with ETA Eng: 000208
ETA: 05/07/2007 11:30:00 Call Being Progressed
[Thu 05 July 2007 14:14 by 091017 / UKSS2 (Saved: Thu 05 July 2007 14:14
[KIM AT TOUCH ADVISES CALL COMPLETED AWAITING CLOSURES
[Soe NSE aE g Ree Se ee
[Thu 05 July 2007 12:25 by 000208 / ENGINEERS Saved: Thu 05 July 2007 12:35
{Technician information: Location: Eng: 000208 Arrival Time: 05/07/2007 12:25:00 Job Completed: 05/07/2007
12:35:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
[Requested Collected (Old) Items: Serial: NA Model: PATCTX -MAINS-ADAPTOR Fault: BAD Notes: Delivered
linew) ITems: Serial: NA Model: PATCTX-MAINS-ADAPTOR Fault: GOOD Notes: Engineer Summary: power
Ifaild and has been changed and has been tested ok INFO: CSR Code 000208 is known to D1 - AND updated **
IPARTS USAGE VALIDATION INFORMATION ** INFO: The number of OTI spares records found is 2. INFO
ISpares usage information found. INFO: Line 1: Old Unit part no. is BLANK - not processed. INFO: Line 1: New
IUnit part no. PATCTX-MAINS-ADAPTOR<, is not serialised. INFO: Line 2: Old Unit part no. »PATCTX-MAINS-
IADAPTOR<, is not serialised. INFO: Line 2: New Unit part no. is BLANK - not processed. INFO: No pairs of
[exchange equipment were found - all items discarded. ** END OF PARTS USAGE VALIDATION
INFORMATION ** INFO: Cause Code completed is known to D1 - AND updated INFO: Repair Code 821 is
Iknown to D1 - AND updated OT! Auto Closing this call to CM. Call closure code of completed and repair code
(821
[Thu 05 July 2007 14:40 by Dispatch 1/ Saved: Thu 05 July 2007 14:40
[OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH1 as directed by the OTIRetum activity
{OTI mentor reassigned this cal fom Dispatch 1 to the Action Group HSH as rected by the OTIRetum activity I
[Received call closure from Dispatch 1 SSS : i I
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
[CLEAR [Thu 05 July 2007 12:35 by uk959304 / HSH1 ~[Saved: Thu 05 July 20071235.
I [Engineer Summary: power faild and has been changed and has been tested ok - —
5 07 H os ‘Saved: Thu 05 July 2
LOSE
This call has remarks
fe)
FUJITSU
Call E-0707110847 ©2002 Fulitsu Services Limited
Sg ed 11 July 2007 17:18 Affected Site: [FPEWE)
11 July 2007 17:21.
a i tocston I
a Call Pr Details OO I
WEB 200 pn states that node 1 screen's not responding. I
Gots Call Close by Latoya Rodgers: sub pm states that her screen is not responding . walk through the checks anditis
working . ref given
[Wed 11 July 2007 17:17 by uk959304 / HSH1 ISaved: Wed 11 July 2007 17:18
[New call taken by Latoya Rodgers: sub pm states that node 1 screen is not responding -
(Wed 11 July 2007 17:19 by uk959304 / HSH1 oe 111 Je
c m
linformation \
information Wed 14 July 2007 17:20 by uk959304 / HSH1
‘she states thatitwas successful.
- 1 July 2007 17:20 by uk9593¢
I ‘she states that itis working now _
Iinformation (Wed 11 July 2007 17:20 by uk959304/HSH1
i ref given
KEL Ref No. Wed 11 July 2007 17:21 by uk959304 / HSH1
(CLEAR
‘ s working . ref gi
[CLOSE Wed 11 July 2007 17:21 by uk959304 / HSH1 ISaved: Wed 11 July 2007 17:21
all Close by Latoya Rodgers: sub pm states that her soreen is not responding . walk through the checks and it is
orking . ref given
West Byfleet HSD call logs M012 Doc 006
ler Details
Product Type: Call Type: {ff ProbType: ReaaI
POL00061793
POL00061793
Fe)
FUJITSU
elses No response when touching the screen. KB king.
C.
Closure Details
Asset iD: ESET CTX Fatscreen - Live PO Sites
Gates PATCTXFLAT —MUNNNSERS TIE ICTx Flatscreen - Live PO Sites
I OT! Reference: 14007 Counter Affected: II
(OPEN [sat 14 July 2007 10:36 by UK959239 / HSHS ISaved: Sat 14 July 2007 10:39
INew call taken by Jonathan Allen: No response when touching the screen. KB is workin,
‘Advice [Sat 14 July 2007 10:41 by UK959239 / HSHS- ac
I [Advised to check : cables are secure screen is clean
[Saved: Sat 14 July 2007 4
linformation [Sat 14 July 2007 10:42 by UK959239 / HSH5 Saved: Sat 14 July 2007 10:42
[PM statews that all is ok
[Sat 14 July 2007 10:
jwims used
[Sat 14 July 2007 10:42 by UK959239 / HSH5
[advised recalibration
led
ISat 14 July 2007 10:43 by UK959239 / HSH5
ladvised to retry
linformation [Sat 14 July 2007 11
I [failed again
linformation [Sat 14 July 2007 10:43 by UK959239 / HSH5
[PM has just rebooted and the issue has not been resolved
mation [Sat ly 2007 10:43 by UK959239/HSHS
[checked events : reboot showing at 0900 14th july
Node status [Sat 14 July 2007 10:44 by UK959239 / HSH5
node 1 operational online services pok
13 by UK959239/HSHS
‘Advice ISat 14 July 2007 10:44 by UK959239 / HSH5~
advised pm of the SLA
‘MODIFY ISat 14 July 2007 1 by UK959239 / HSHS- (Saved: Sat 14 July 2007 1
[Call information modified by Jonathan Allen
Recommend [Sat 14 July 2007 10:45 by UK959239 / HSH5 [Saved: Sat 14 July 2007 10:45
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
‘call logged at 10:39 +++++++++++++++++44++++ENGR to check /swap the CTX monitor
yeeueeeterererones
(Open OTi (Sat 14 July 2007 10:47 by SYSADM / ASTEA Baved Sat 14. 4 July 2007
I Automatic Open OTI ***Updated by Jonathan Allen at 14/07/2007 10:47:22
IREASSIGN [Sat 14 July 2007 10:47 by UK959239 / HSH5 ISaved: Sat 14 July 2007 10:47
Gale # E-0707140168 was Reassigned from Jonathan Al Allen, Group HSH5 to Group UKSSt.
O11 Success INew call sent to Dispatch 1
{ [D1 Calculated SLA is 16/07/07 at 17:30
IUPDATE [Sat 14 July 2007 10:51 by PATHWAY /
i [Call Accepted by Provider: Ref 285784
(UPDATE hay
(Job Assigned with ETA Eng: 000162 ETA: Call Being Progressed
[ENG VISIT [Mon 16 July 2007 15:15 by 000162 / ENGINEERS I\Saved: Mon 16 July 2007 15:30
I {Technician information: Location: Eng: 000162 Arrival Time: 16/07/2007 15:15:00 Job Completed: 16/07/2007
I 15:30:00 Repair Code: 821 Cause Code: completed Signature: Status: C - Delivery Complete Reason: As
I Requested Collected (Old) Items: Serial: X547918T3110819 Model: PATCTXFLAT Fault: BAD Notes: Delivered
I (New) ITems: Serial: X547935T4210412 Model: PATCTXFLAT Fault: GOOD Notes: Engineer Summary: Touch
I ‘screen calibration failed - replaced screen - tested and ok INFO: CSR Code 000162 is known to D1 - AND
lupdated ** PARTS USAGE VALIDATION INFORMATION ** INFO: The number of OT! spares records found is
I 2. INFO: Spares usage information found. INFO: Line 1: Old Unit part no. is BLA NK - not processed. INFO: Line
1: New Unit part no. >PATCTXFLAT<, is serialised. INFO: Line 1: New Unit part no. >PATCTXFLAT<, Serial
>X547935T4210412< not found on equip file - so its OK. INFO: Line 2: Old Unit part no. »PATCTXFLATS, is
‘serialised. INFO: Line 2: New Unit part no. is BLANK - not processed. INFO: Line 2: This call is for Site
>126023<, Old Unit Model >PATCTXFLAT<, Serial >X547918T3110819<, is on Site >126023<. ** END OF
I PARTS USAGE VALIDATION INFORMATION ** INFO: Cause Code completed is know n to D1 - AND updated
IINFO: Repair Code 821 is known to D1 - AND updated OT! Auto Closing this call to CM. Call closure code of
[completed and repair code 621
REASSIGN” ~ [Mon 16 July 2007 1 “'Saved: Mon 16 July 2007 17:35
{OTI monitor reassigned this call from Dispatch 1 to the Action Group HSHS as directed by the OTIRetum activity
(OT Success {OTI monitor reassigned this call from Dispatch 1 to the Action Group HSH8 as directed by the OTIRetum activity
Ti Success Received call closure from Dispatch 1
[CLEAR [Mon 16 July 2007 15:30 by UK957089 / Desk Comms ‘Saved: Mon 16 July 2007 15:30
Engineer Summary: Touch screen calibration failed - replaced screen - tested and ok
~~ [Mon 46 July 2007 18:07 by UK957089 / Desk Comms
I
3 Close by Joseph Mould: Engineer Summary: Touch screen calibration failed - replaced screen - tested and
This call has remarks
Fe)
FUJITSU
Call E-0707190374
NS Thu 19 Jury 2007 11:14
(RESEE IThu 19 July 2007 11:18
— =
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
else IPm states on node 2 touch screen is not responding at all 3910000056
I>} I MONOS00TUEO900WEDOS00THUD900FRIO900SATOSO0SUNO000BNK0000 3920000056
I MONO000TUEOOOOWEDOO0OTHUDOO0FRI0000SATO000SUNO000BNK0000 3930000056
I MONOODDOTUEQODOWEDOO0OT HUD000F RIODOOSA TOOOOSUNOOOOBN K0000 3940000056.
IMON1730TUE1730WED1730THU1730FRI1730SAT1300SUNO000BNK0000
Details
[era Reson
G24 Call Close by Kam Seshadri: Pm had a problem with the touch screen, advised calibration, calibration ok and found
uch screen seemed to be working fine
Call Asset Details
I Procuet (RRR —_—__Deserpton =o
[ori Reterence [Counter Ares
all
‘Thu 19 July 2007 11:12 by uk958990 / HSH7 ISaved: Thu 19 July 2007 11:14
INew call taken by Kam Seshadri: Pm states on node 2 touch screen is not responding at all 3910000056
IMONO900TUEO900WEDOSNDTHU0900F RIO9D0SATOSO0SUNO000BNK0000 3920000056
IMONO000TUEO000WEDOOOTHUND00F RIO0OOSATOOOOSUNO000BNKO0000 39 30000056
MONOOD0TUEOODOWEDO000T HU0000F RIODOOSATOO00S UNO000BNK0000 3940000056
1730WED1730THU1730FRI1730SAT1300SUNO000BNK0000
KEL Ref No. iu (Saved: Thu'19 July 2007 11:16
I lwims consulted seh si
[Advice [Thu 19 July 2007 11:16 by uk958990 / HSH7
[Advised pm to visually check the cables -
Ju by uk958990 / HSH7
‘Advised pm to clean the monitor ne
‘Thu 19 July 2007 11:17 by uk958990 / HSH7
[Pm cleaned and tried but still not working
~~ Thu 19 July 2007 11:17 by uk958990/HSH7 ~~ ISaved: Thu 19 July 2007 11:17
Advi : S
\information ~— ISaved: Thu 19 July 2007 11:17
‘Saved: Thu 19 July 2007 11:17
(CLEAR Thu 19 July 2007 11:18 by uk958990 / HSH7 % [Saved: Thu 19 July 2007 11:18 I
(Calibration ok and found touch screen seemed to be working fine se Vere I
(CLOSE {Thu 19 July 2007 11:18 by uk958990 / HSH7 ISaved: Thu 19 July 2007 11:18 I
Call Close by Kam Seshadri: Pm had a problem with the touch screen, advised calibration, calibration ok and
und touch screen seemed to be working fine
Pre)
FUJITSU
Call E-0708010603 ©2002 Fulitsu Services Limited
I Seven
[Prony
Caller:
2
Problem Detz
eH) Supervisor states that the system frozen . =
Call Closure Details
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
I ee ~ aecro k70 Resolution: [Sai
Te
_ advised reboot.. ref given
Call E-0708230383
ony
Product Type: Cail Type [I Probiype: (era
(pulled Clerk reports her cp is printing blank receipts on node 1
23/08/2007 11:06
all Close by Leanne Hudson: Pm states cp is printing blank, advised through checks. Pm states cp is printing ok, pm
[happy to continue and has ref.
Desorption fe UI Server Name: ff
[PRINTER le
I
Reference: II
JOPEN [Thu 23 August 2007 11:00 by UK951586 / HSH1 [Saved: Thu 23 August 2007 11:01
New call taken by Leanne Hudson: Clerk reports her op is printing blank receipts on node 1
onnation [TRUS ‘August 2007 11:02 byl UK951586 / HSH1 ‘ISaved: Thu 23 August 2007 11:1 02°
{SvvG014318 702284 ‘
Information ‘Thu 23 August 2007 11:03 by UK951586/HSH1 ~~ (Saved: Thu 23 August 2007 11:03
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
I (Confirmed no flashing lights on cp. Pm has reseated cartridges. Pm states no ink leaks.
/ hu 23 August 2007 11:03 by UK951586 / HSH1 ~~" Saved: Thu 23 August 2007 11 a I
} vised pm to perfor self cle I
Information Thu 23 August 2007 11:03 by UK951586 / HSH1 ISaved: Thu 23 August 2007 11:03 I
I [Pm is doing this, - a - —_ - I
linformation ‘Thu 23 August 2007 11:05 by UK951586 / HSH1
I Pm has performed 3 self cleaning tests. ae
[Advised pm to try printing.
\information I uugust 2007 11:05 b
(Saved: Th
Pm states cp is printing ok, pm happy to continue and has ref. , I
(CLEAR [Thu 23 August 2007 11:06 by UK951586 / HSH1_ ISaved: Thu 23 August 2007 11:06
[Pm states cp is printing ok, pm happy to continue and has ref.
1u 23 August 2007 5 by UK951586 / HSH1 (Saved: Thu 23 August 2007 11
(Call Close by Leanne Hudson: Pm states cp is printing blank, advised through checks. Pm states ep is printing ok,
I pm happy to continue and has ref,
(CLOSE ~
eo
FUJITSU
TE Tue 28 August 2007 15:18 RIEARERESTEYI126023
Hage es I no coun
Cea Miaina
i
CC states CP is not printing reciepts
[Green light is flashing, error light and red ink lights are on
lInformation ‘Tue 28 August 2007 15:21 by UK959245 / HSH6
CC states there is plenty of tally roll in the CP
Tue 28 August 2007 15:21 by UK959245 / HSH6
Eee Ze es =
rtridge then
POL00061793
POL00061793
West Byfleet HSD call logs M012 Doc 006
~ [Tue 28 August 2007 15:23 by UK959245 / HSH6 ISaved: Tue 28 August 2007 15:23
[Call Close by Deepak Nerr: CP not printing reciepts, advised to replace red ink cartridge, issue resolved. Ref
I IGiven.