19,640,460 VIshwanath Reddy

19,911,081 Laxmi nayaran\

19,913,834 Laxmi naray
19,940,150 Laxmu Naray
19,918,222 Tanmaya Sahu
19,939,024 Monoj ch
19,926,916 Laxmu Guntur
19,955,491 Vijay Vinayak
19,971,999 Sudhir Deva
19,983,362 Vijay Neela
9880195558 - Siva
1) Total No of PRs closed so far is 70.
2) Root cause and a Pernament fix has been identified for mojority of these PRs.
3) Several Bugs were identified under Problem Records and fixed with the help of
Product Support.
4) Average Call Resolution time has come down drastically. It was hovering arou
nd 300 Hours prior to PM initiation, today its around 150 hrs only. This indicat
es that the PM also plays a key role as a Knowledge repository to Support.
5) Significant Call Volume reduction can be observered as the Call Volume in Aug
, 08 (that is when we started working on PM) was around 2000+. Today with inclus
ion of OIC and other new Implementation the Overall call volume was always under
1600 with one or two exceptional Months.
6) Under PM Project few of the SET CR accesses was provided to the selected user
s thereby enabling them to fix some of their own as well as their Departments is
sues without logging in OVSDs. This was one of the Pro-active measures taken up
to reduce call volume and it continues to be an In-progress item whereby we are
exploring other ways (i.e. Converting Set CRs in to Conc Programs etc.) in lett
ing the users resolve some of their non-critical and less impact issues.
Benefits: 1) Problem Management has played key role as a Knowledge respository f
or the Support team owing to which the Average Call Resolution time has come dow
n drastically since the Implementation of PM.
Intially before PM implementation the Average Call Resolution time was around 35
0 Hrs whereas currently it stands below 150 Hrs.
Hi Chin Teng,
Please note that the current problematic item seems to have been modified again
on 24th April which makes it difficult for us to investigate and find which requ
est might have modified the Item. Further Lok Soo had given a list of Concurren
t Jobs scheduled from his login. After going through the list of Jobs I could i
dentify that the Shippable Flag update is prompted based on the Item Type but th
e current item type assigned to the problematic Item should have never prompted
any of these programs to update the Shippable Flag. Hence not sure if the Item T
ype was ever changed (and re-set back) which might have prompted the Shippable F
lag Update. Looking at the current available data and the limitations it might
not be possible for us to identify the Culprit behind the Shippable Flag update.
We might have to wait and see if any new case is reported and request the TIS
team not to make any further modifications to that item to enable us Analyze the
RC.
======================
Thanks and Regards,