Spreadsheet: lynn_blair__24475__PSWE1021
Sheet: Production Support

HotTap Help Desk Calls
Period:  October 15  -21, 2001
Production Support
Pipeline | (All)
Count of Item | Category
Item | FGT TM | NNG TM | TW TM | Grand Total
EDI | 1 | 1 |  | 2
[NAME] |  | 2 |  | 2
Process | 1 |  |  | 1
Production | 4 | 2 | 2 | 8
Reports | 8 | 4 | 1 | 13
[NAME] | 4 |  |  | 4
Grand Total | 18 | 9 | 3 | 30
Case ID+ | Start Date | Elapsed Time | Pipeline | [NAME] | Category | Type | Item | Company | Description | Work Log | Owner+ | Status | Completion Date
ETS200000031619 | 2001-10-18 08:41:00 | 1 | NNG | [NAME] | NNG TM | P/S | EDI | Enron Transportation Services | [NAME] having trouble submitting an EDI file - comes back with Great River Energy on the contract and should not be | 10/21/2001 9:55:13 PM ddunten  Paged TMS On Call.  They found the problem was the Great River Energy.  Checked and found that [NAME] had the LE on his ID.  [NAME] says ENA is not agent for them and they should not have it.  Removed it from [NAME]'s ID and adv | [NAME] | Closed | 2001-10-18 09:41:00
[NAME] | 2001-10-19 10:47:00 | 0.033333 | ETS | [NAME] | FGT TM | P/S | EDI | Enron Transportation Services | Wants TMS to check on EDI as she is getting late pages on FGT edi noms | 10/21/2001 10:18:56 PM ddunten  Paged TMS ON Call.  [NAME] responded and advised that there was a problem at the Hub.  Requsted that he check furter for [NAME]. | [NAME] | Closed | 2001-10-19 10:49:00
ETS200000031418 | 2001-10-15 09:18:00 | 0.233333 | ETS | [NAME] | NNG TM | P/S | [NAME] | Enron Transportation Services | Trying to work in scheduled quantities, receiving ORB exceptions. | 10/18/2001 4:21:54 PM kperez  Paged TMS on-call.  [NAME] returned call and did not find any problems.  Had Kathy re-boot. | [NAME] | Closed | 2001-10-15 09:32:00
ETS200000031596 | 2001-10-16 13:10:00 | 0.25 | ETS | [NAME] | NNG TM | P/S | [NAME] | Enron Transportation Services | Trying to retrieve the Storage Netting screen for LE 11453 for 10/1 and getting ORB exception Unknown.  Also gets ORB on the confirmation screen | 10/21/2001 8:33:07 PM ddunten  Paged TMS On Call.  They were checking the problem when [NAME] called back and advised he had exited TMS and reloaded and was now not having a problem.  Called TMS ON Call again to advise and they confirmed that he seems to h | [NAME] | Closed | 2001-10-16 13:25:00
ETS200000031628 | 2001-10-19 10:51:00 | 0.233333 | ETS | [NAME] | FGT TM | P/S | Process | Enron Transportation Services | the FGT ID1 rollover started aat 10:16 and it is still at the same place now at 10:51.  She spoke to [NAME] about it a few minutes ago but she is not on call. | 10/21/2001 10:21:27 PM ddunten  Paged TMS ON Call.  [NAME] responded.  He will check and call [NAME] | [NAME] | Closed | 2001-10-19 11:05:00
ETS200000031417 | 2001-10-15 11:50:00 | 0.266667 | ETS | [NAME] | TW TM | P/S | Production | Enron Transportation Services | Accidently set deadline back to 12 AM instead of 12 PM | 10/18/2001 4:20:44 PM kperez  Paged TMS on-call.  [NAME] returned call and worked with TW to reset time correctly. | [NAME] | Closed | 2001-10-15 12:06:00
ETS200000030974 | 2001-10-15 12:29:00 |  | ETS | [NAME] | NNG TM | P/S | Production | Enron Transportation Services | Confirmation Maintenance Report.  TransCanada's Agency contracts are now listed as TransCanada instead of the individual company.  Hard copy screen prints made for reference. | 10/15/2001 1:00:00 PM kperez  Paged TMS on-call.  Spoke to Lorna.  Explained that [NAME] spoke to [NAME] and directed [NAME] to have [NAME] look into this issue.   Pick-up screen prints and taking them to [NAME] or [NAME] to handle. | [NAME] | Assigned
ETS200000031580 | 2001-10-15 15:10:00 | 0.083333 | ETS | [NAME] | TW TM | P/S | Production | Enron Transportation Services | Says that on the confirmation screens the Schedulde quantity volume column dos not show the total volume correctly - the total is not fully visible | 10/21/2001 7:37:01 PM ddunten  Paged TMS On Call and asked them to look into the problem | [NAME] | Closed | 2001-10-15 15:15:00
ETS200000031588 | 2001-10-16 07:48:00 | 0.283333 | FGT | [NAME] | FGT TM | P/S | Production | Aquila Energy Marketing Corp | for gas day 10/16 all nominations hae been taken to zero on contract 5278 - a pooling contract.  He did enter them and received successful message but now they are at zero | 10/21/2001 8:10:23 PM ddunten  Paged TMS ON Call.  [NAME] responded and believes this is also due to the changes in LE system but will check further. | [NAME] | Closed | 2001-10-16 08:05:00
ETS200000031593 | 2001-10-16 10:36:00 | 0.25 | FGT | [NAME] Pollock | FGT TM | P/S | Production | Amoco Energy Trading Corp | Entered nomination on contract 5414 an OBA account, saved and got success message.  Reretieved contract and the nomination is not there | 10/21/2001 8:20:45 PM ddunten  Paged TMS ON Call to investigate issue | [NAME] | Closed | 2001-10-16 10:51:00
ETS200000031599 | 2001-10-17 07:54:00 | 0.25 | ETS | [NAME] | NNG TM | P/S | Production | Enron Transportation Services | Says that [NAME] is having trouble seeing point 71409  LE 11918 on the Recap by Location in the Schedulaing screens | 10/21/2001 8:46:59 PM ddunten  Paged TMS ON Call.  [NAME] resonded and investigated problem | [NAME] | Closed | 2001-10-17 08:09:00
ETS200000031609 | 2001-10-17 10:56:00 | 0.316667 | FGT | [NAME] | FGT TM | P/S | Production | Florida Gas Utlility | Has a problem with fuel rounding.  on 10/17 contract 3660 shows being cut 1 Dth on recpt but losing 2 Dtm on delvery.  Similar problem on 12th contract 6204 | 10/21/2001 9:26:11 PM ddunten  Paged TMS ON Call.  [NAME] responded and looked at contracts in question.  He explained that it ws simply a rounding issue - if the numbers were displayed in full it woudl balance but because of rounding it appears not to be in | [NAME] | Closed | 2001-10-17 11:15:00
ETS200000031614 | 2001-10-17 15:16:00 | 1.483333 | FGT | [NAME] | FGT TM | P/S | Production | Enron Transportation Services | Is tryng to manually change scheduled quantities and having trouble taking a like to zero although it let her create a new likne.  Contract is 6059 and the error message she gets is invalid capacity type | 10/21/2001 9:41:20 PM ddunten  Paged TMS ON Call and explained her issue.  They did not fully understand and will call her | [NAME] | Closed | 2001-10-17 16:45:00
ETS200000031562 | 2001-10-15 07:11:00 | 0.7 | FGT | [NAME] | FGT TM | P/S | Reports | Exxon Mobil Gas Marketing | Having trouble with reports. Receiving ORB exception error on all reports | 10/21/2001 6:43:52 PM ddunten  Paged TMS ON Call who felt that the problem was on the terminal servers.  Called HotTap support and tested various terminal servers and they wer ok.  Point that customer was trying to obtain was 257740 Exxon Mobile.  Found t | [NAME] | Closed | 2001-10-15 07:53:00
ETS200000031574 | 2001-10-15 13:00:00 | 0.5 | ETS | [NAME] | FGT TM | P/S | Reports | Enron Transportation Services | Advises that NUI is unable to pull any report for DUNS 56711344 for any day in September.  No matter what day they select the get no activity | 10/21/2001 7:22:05 PM ddunten  Paged TMS On Call.  Reported the problem | [NAME] | Closed | 2001-10-15 13:30:00
ETS200000031578 | 2001-10-15 14:50:00 | 0.033333 | ETS | [NAME] | NNG TM | P/S | Reports | Enron Transportation Services | on NNG contract 102835 the FDD Contract Balance Report for 10/11 has an incorrect total balance | 10/21/2001 7:33:08 PM ddunten  [NAME] had already talked to TMS On Call person aboaut this report.  She just needed to have it recorded | [NAME] | Closed | 2001-10-15 14:52:00
ETS200000031583 | 2001-10-15 21:53:00 | 0.166667 | ETS | [NAME] | TW TM | P/S | Reports | Enron Transportation Services | Received call from PG&E saying that they were unable to get the evening cycle report on Operator [NAME] for 10/16 - only get data for timely.  Also only shows timely on the confirmation maintenace screen | 10/21/2001 7:49:32 PM ddunten  Paged TMS ON Call.  They checked and found the reports were correct = think it was a timing issue - cutomer requested report just before data ws available.  Called Beverly back to advise and she pulled report again and found | [NAME] | Closed | 2001-10-15 22:03:00
ETS200000031586 | 2001-10-16 07:33:00 | 0.25 | FGT | Sandra Leland | FGT TM | P/S | Reports | City of Lakeland | Trying to obtain Operator Schedlued Quantity report for 10 13, 14, 15 and gets No Activity.  ID = 959116302 LE=4101 | 10/21/2001 8:06:23 PM ddunten  Paged TMS ON Call.  [NAME] responded and found that the problem was with changes made to LE system overnight and it was being corrected.  10/21/2001 8:05:42 PM ddunten  [NAME] found that the problem was with some changes made to | [NAME] | Closed | 2001-10-16 07:48:00
ETS200000031587 | 2001-10-16 07:39:00 | 0.25 | FGT | [NAME] | FGT TM | P/S | Reports | Florida Power & Light | Unable to obtain data for Op[erator Scheduled Quantity report for 10/14 ID = 006922371 LE 655 Point 2976 |  | [NAME] | Closed | 2001-10-16 07:54:00
ETS200000031508 | 2001-10-16 10:04:24 | 0.998056 | ETS | [NAME] | FGT TM | P/S | Reports | Enron Transportation Services | Trouble with the 3rd party confirmation and CPR- Cofirmation Party Reduction reports | 10/19/2001 11:00:39 AM tsummer2  Paged on call TMS and [NAME] helped her out. | Toby Summers | Closed | 2001-10-16 11:04:17
ETS200000031512 | 2001-10-16 10:50:28 | 0.998333 | NNG | [NAME] | NNG TM | P/S | Reports | US Gas Transportation Inc | [NAME] was logging on with her ID and was unable to pull any activity on the Scheduled Quantities Report for her LE. | 10/19/2001 11:46:12 AM tsummer2  Paged TMS on-call and they resolved the issue for her. | Toby Summers | Closed | 2001-10-16 11:50:22
ETS200000031431 | 2001-10-18 16:59:00 |  | NNG | [NAME] | NNG TM | P/S | Reports | MidAmerican Energy Co | [NAME] and [NAME], looking at Svc. [NAME]. Quantities.   [NAME] for all EDI contracts are doubled for gas day 10/19 Timely.  K#'s 21305, 21294, 23844 and 23352. | 10/23/2001 10:01:02 AM lpennic  Correction - to 10/19 note.  The fix is in model office & is ready for testing.  10/19/2001 1:25:54 PM lpennic  The fix has been migrated to production and is ready for testing.  10/19/2001 12:56:45 PM lpennic  A fix has be | [NAME] | Assigned
ETS200000031534 | 2001-10-19 13:51:00 |  | ETS | [NAME] | FGT TM | P/S | Reports | Enron Transportation Services | Third party confirmation reports is taking a really long time to retreive reports.  Pulling reports for gas days 10/19 and 10/20.  Several different DRN's but a couple of examples are DRN# 9903 and 10876.  Not big reports, should not take a long time to r | 10/19/2001 2:08:22 PM kperez  Paged TMS on-call.  [NAME] returned call and looking into issue. | [NAME] | Assigned
[NAME] | 2001-10-21 11:51:00 |  | ETS | [NAME] | FGT TM | P/S | Reports | Enron Transportation Services | When working with Transit Report, it times out when I click the generate button. | 10/23/2001 10:00:40 AM jlowry  replication to the reporting server was having problems  10/22/2001 11:42:14 AM kperez  Paged TMS on-call. [NAME] returne the call and indicated that there was a replication problem and she would be working the the DBA's t | [NAME] | Closed
[NAME] | 2001-10-21 12:07:00 |  | ETS | [NAME] | NNG TM | P/S | Reports | Enron Transportation Services | Gas Day 10/20 Operator Scheduled Quantities not updating with final #'s. | 10/22/2001 11:48:07 AM kperez  Paged TMS on-call.  [NAME] returned call.  This is also related to replication issue.  Will contact [NAME] directly. | [NAME] | Closed
ETS200000031720 | 2001-10-21 12:18:00 |  | ETS | [NAME] | FGT TM | P/S | Reports | Enron Transportation Services | Market Summary not replicating to Operational Capacity for Gas Day 10/20 | 10/22/2001 11:50:11 AM kperez  Still replication issue.  Paged TMS on-call.  [NAME] returned call.  Still working on replication issues. | [NAME] | Assigned
ETS200000031585 | 2001-10-16 07:20:00 | 0.25 | FGT | [NAME] | FGT TM | P/S | [NAME] | Exxon Mobil Gas Marketing | Has slow resonse loading TMS and retriving operator secheduled quantity report for 157740 | 10/21/2001 8:00:52 PM ddunten  Paged TMS ON Call to check system for slow response issue.  They were unable to find any reason.  Checked back with customer.  He did receive the report just after we hung up and the response does seem better now. | [NAME] | Closed | 2001-10-16 07:35:00
ETS200000031607 | 2001-10-17 10:51:00 | 0.45 | FGT | [NAME] | FGT TM | P/S | [NAME] | The Energy Authority Inc | In nomination maintenance screens and having very slow response.  While on phone he received ORB exception message "response to request not yet available" | 10/21/2001 9:17:36 PM ddunten  Asked him to try the request again and the error message was a time out message.  Paged TMS ON call to check on system for slow response and the time out ORB exception.  TMS called back to advise system was back on line prop | [NAME] | Closed | 2001-10-17 11:18:00
ETS200000031608 | 2001-10-17 10:55:00 | 0.383333 | FGT | [NAME] | FGT TM | P/S | [NAME] | Prior Energy | Has slow response in TMS on nomination maintenance screens | 10/21/2001 9:21:02 PM ddunten  Paged TMS ON Call.  [NAME] responded.  [NAME] response is due to a problem i=with one of the images.  [NAME] was resolved at 11:18.  Called customer back to advise and be sure she was able to get her noms in | [NAME] | Closed | 2001-10-17 11:18:00
ETS200000031610 | 2001-10-17 11:06:00 | 0.2 | FGT | [NAME] | FGT TM | P/S | [NAME] | Aquila Energy Marketing Corp | Having slow response in Nom maintenance screen - impossible to enter his nominations | 10/21/2001 9:29:20 PM ddunten  Also called [NAME] at 11:06 to advise that we were having a slow response and had 3 FGT customers complaining but TMS was working on the issue.  Also called [NAME] back when problem was resolved at 11:18  10/21/2001 9:2 | [NAME] | Closed | 2001-10-17 11:18:00