Spreadsheet: lynn_blair__24475__PSWE1021
Sheet: By Company

HotTap Help Desk Calls
Period:  October 15  -21, 2001
Company | Start Date | Category | Type | Item | Description | Work Log | [NAME]
ANR Pipeline Co | 2001-10-21 13:07:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:35:24 AM kperez  Web site out again for a third time.  Contacted Don Daze, again he restarted the web server, had narrowed the problem down to FGT invoices as the cause of the outages.  Working with [NAME] to resolve. | [NAME]
Agave Energy Co | 2001-10-19 11:12:00 | HotTap | Outage | Web Pages | [NAME] using SBENNETT id.  Not able to access web pages.  Receiving 401 error, page cannot be displayed. | 10/19/2001 2:17:55 PM kperez  System came back up while on the phone.  Spoke to [NAME] Daze about issue.  Not sure what the problem was. | Sheree ([NAME]) [NAME]
Amoco Energy Trading Corp | 2001-10-16 10:36:00 | FGT TM | P/S | Production | 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] Pollock
Anadarko Energy Services | 2001-10-19 09:02:57 | HotTap | Password | Reset | Forgot the password. | 10/19/2001 9:20:04 AM [NAME] his password. | [NAME]
Anadarko Energy Services Co | 2001-10-15 16:36:00 | HotTap | Request For Setup | N/A | Received automated e-mail request for FGT access | 10/17/2001 3:17:07 PM ddunten  Received confirmation from administrators.  E-mailed customer ID and password  10/16/2001 2:03:08 PM ddunten  Established ID and forwarded to administrators for processing. | [NAME]
Aquila Energy Marketing Corp | 2001-10-16 07:48:00 | FGT TM | P/S | Production | 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]
Aquila Energy Marketing Corp | 2001-10-17 11:06:00 | FGT TM | P/S | [NAME] | 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 9:27:55 PM ddunten  Advised we already had our support team working on the problem.  Called him back when the image problem was corrected. | [NAME]
BP-Amoco | 2001-10-19 09:05:00 | Flow Gas | Request For Setup | N/A | How do I obtain flowing gas access and can I keep my same ID and password? | 10/19/2001 2:13:32 PM kperez  Walked customer through web site to Access Form.  Explained she would keep her same ID and password. | [NAME]
Chesapeake Utilities | 2001-10-18 13:00:00 | FGT BIZ | [NAME] | N/A | Unable to see meter Sebring 59255 DRN 3048 | 10/21/2001 10:09:05 PM ddunten  Found that this was a OPV issue and transferred call to [NAME] for assistance | [NAME]
City of Lakeland | 2001-10-15 07:53:00 | FGT TM | [NAME] | N/A | Unable to get FGT reports | 10/21/2001 6:48:57 PM ddunten  Directed her to the nomination application and the new Scheduled quantity reports.  She did not care for them as the operator report does not give information like the by path and location report used to and the Service requestor reort was on Legal paper.  She did get the information she needed however | Sandra Leland
City of Lakeland | 2001-10-16 07:33:00 | FGT TM | P/S | Reports | 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 the LE system last night - it was being corrected  10/21/2001 8:03:10 PM ddunten  Paged TMS ON Call.  [NAME] responded and investigated | Sandra Leland
City of Lakeland | 2001-10-19 10:09:00 | HotTap | Internet | N/A | Not able to access HotTap. | 10/19/2001 2:14:56 PM kperez  While on the phone with customer, customer received a notification from internal company that their internal internet was experiencing problems. | Sandra Leland
Clarke-Mobile Counties Gas District | 2001-10-15 11:00:00 | FGT TM | [NAME] | N/A | Not seeing 2 points that he has always seens in the past 206045 Clarke Mobile and 204990 Enerfin | 10/21/2001 7:13:17 PM ddunten  Found the problem is with the cutover to new contracts and capacity release system and he needs a new designee agreement. | [NAME]
Cokinos Natural Gas | 2001-10-18 07:28:00 | Flow Gas | Printer | N/A | Kathy using ID and is unable to print properly from flowing Gas application.  The output is all garbled and overprinted | 10/21/2001 9:49:09 PM ddunten  Asked her to check the printer to be sure someone didn't put used paper in it.  Paper was new, unused.  Walked though the method she used to print and found that she had used the browser print icon not the [NAME] print icon.  Walked her through using the [NAME] print button which downloads the print file to local PC.  Then she needed to find it and open it and print.  Printed correctly. | [NAME]
Conoco Inc | 2001-10-16 11:03:00 | HotTap | Request For Setup | N/A | Received faxed application for NNG access | 10/17/2001 4:31:20 PM ddunten  Called customer and left message to submit on line.    Received no response from that so set customer up with minimul access pending his return call or revised e-mailed form.  Established ID, e-mailed ID and password | [NAME]
Cook Inlet Energy Supply | 2001-10-16 10:40:00 | HotTap | [NAME] | N/A | Unable to login to HOtTap gets an error about NFUSE | 10/21/2001 8:23:42 PM ddunten  Found that she had windows 98, IE 5.5 with SP2 but she says her IT guy already did the fix for that.  Also found that she had plugin version 963.  Had her clear cache and restart browser.  Then found that she was going to incorrect url of hottap2.  Had her delete that favorite and save new favorite at www.hottap.enfon.com.  She successfully logged on. | Teresa Encarnacion
Cook Inlet Energy Supply | 2001-10-17 11:22:17 | HotTap | [NAME] | N/A | Teresa was having trouble logging into the system. | 10/17/2001 4:19:32 PM tsummer2  I walked her through entering her password correctly and after I had her clear her cache, and try to login to the system again, she worked fine.  She is running SPK 2 for IE 5.5, but the registry key and the instances of npican.dll have been removed. | Teresa Encarnacion
Duke Energy Field Services | 2001-10-15 10:00:00 | FGT TM | [NAME] | N/A | Unable to see the report for 12521 - gets message invalid point. | 10/21/2001 7:06:28 PM ddunten  His contract was 9685.  [NAME] needs new designee agreement - | [NAME]
Duke Energy Field Services | 2001-10-17 10:00:14 | HotTap | [NAME] | N/A | Teresa was having trouble getting into Flowing Gas for Transwestern, but was able to get into Northern  Flowing Gas just fine. | 10/17/2001 4:23:11 PM tsummer2  We researched the issue and the same thing happened to us on this end...Turns out that her ID was for some reason not showing up in the Flowing Gas Server...We submitted it there and she was able to log in fine. | [NAME]
Duke Energy Trading & Marketing | 2001-10-15 10:36:00 | HotTap | [NAME] | N/A: Clear Cache | Not able to log in. | 10/18/2001 4:23:28 PM kperez  Had customer clear cache, log in successful. | [NAME]
Duke Energy Trading & Marketing | 2001-10-21 09:11:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:13:56 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Dynegy Marketing & Trade | 2001-10-16 07:50:00 | HotTap | [NAME] | N/A | Vic (IT) calling because jimmy is unable to connect to hottap and he has downloded the plugin file | 10/21/2001 8:13:02 PM ddunten  Determined that user had Windows NT and [NAME] was logged in as local administrator.  Also ound that system had IE 5.5 with SP2.  Directed Vic to the instructions for SP2 fix on our download page.  After he made those changes user was able to log in | [NAME]
Dynegy Marketing & Trade | 2001-10-21 09:02:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:11:37 AM [NAME]Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Dynegy Marketing & Trade | 2001-10-21 10:16:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:31:23 AM kperez  Web outage again.   Called [NAME] Daze, he looked at web server again and had to restart it.  Contacted customers that site was back up. | [NAME]
EOG Resources Inc | 2001-10-16 10:03:00 | TW TM | [NAME] | N/A:New Report | Do not like new report format on legal size paper. | 10/18/2001 4:15:26 PM kperez  Explained that we are reporting the issues and ETS is reviewing. | [NAME]
ETS | 2001-10-15 08:47:00 | Software - User | Software - Other | TMS-Production | when user try to run TMS \reporting\storage\contract storage balance by day report when she click on preview no data is displayed from the network but she can run it successfully from hottap critix. | 10/19/2001 4:38:15 PM chollan  left vm  10/19/2001 11:31:42 AM gstovall  An updated .dll file was installed.  10/19/2001 7:14:42 AM gstovall  [NAME] will get with the Scripting team to resolve.  10/16/2001 8:10:09 AM chollan  assigning to glenn for assistance  10/15/2001 9:30:29 AM ddunten  Contacted TMS On Call - Lorna Pennicooke.  Issue is not a replication issue but most likely an issue with registry.   Her registry may lack an atry in ODBC section for GTARD-SQRPT01P PORT 3050. If that is the case she will fail to get reports properly when she can get them coming through Citrix servers.  Please have support person check her registry and reinstall if necessary | [NAME]
ETS | 2001-10-15 08:47:00 | LAN/PC | Software | N/A | Is unable to get any data when pulling the Contract Storage Balance by Day report for contract 21228 for 10/14. | 10/21/2001 7:00:08 PM ddunten  Initially contacted TMS ON Call.  [NAME] responded and on finding that another user could get the report properly felt that it was a desktop issue.  Desktop must have in the ODBC section of the ini file a reference to GTARD-SQRPT01P port 3050.  Opened a desktop ticket for [NAME] at the ETS Solution Center | [NAME]
ETS | 2001-10-16 08:15:00 | RAS | [NAME] | N/A | Having trouble making a vpn connection. | 10/21/2001 8:16:46 PM ddunten  Directed her to the ETS Solution Center and transferred call for her | [NAME]
El Paso Energy Marketing Co | 2001-10-21 01:07:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:34:19 AM kperez  Web site out again for a third time.  Contacted Don Daze, again he restarted the web server, had narrowed the problem down to FGT invoices as the cause of the outages.  Working with [NAME] to resolve. | [NAME]
El Paso Merchant Energy-Gas LP | 2001-10-18 08:35:00 | FGT CR | [NAME] | N/A | Questioning the need to submit a new ECM and request for contracts and c/r applications. | 10/21/2001 9:51:29 PM ddunten  Advised that she did need to submit one and directed her to the on line application to reqeust contracts and c/r and also get the ecm | [NAME]
El Paso Merchant Energy-Gas LP | 2001-10-19 10:28:48 | HotTap | Request For Setup | N/A | Received request for change in access to FGT | 10/19/2001 10:24:42 AM tsummer2  Entered the changes in remedy and sent an E-mail request to FGT for her access. | [NAME]
EnergyOne Ventures | 2001-10-18 09:15:00 | HotTap | Password | Unlock | Unable to log in | 10/21/2001 10:00:00 PM ddunten  Account was locked.  Unlocked | [NAME]
Enron Transportation Services | 2001-10-15 09:18:00 | NNG TM | P/S | [NAME] | 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]
Enron Transportation Services | 2001-10-15 11:50:00 | TW TM | P/S | Production | 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]
Enron Transportation Services | 2001-10-15 12:29:00 | NNG TM | P/S | Production | 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]
Enron Transportation Services | 2001-10-15 13:00:00 | FGT TM | P/S | Reports | 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]
Enron Transportation Services | 2001-10-15 14:50:00 | NNG TM | P/S | Reports | 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]
Enron Transportation Services | 2001-10-15 15:10:00 | TW TM | P/S | Production | 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]
Enron Transportation Services | 2001-10-15 21:25:00 | RAS | [NAME] | N/A | Lost her Citrix connection 2 times.  First time she forgot to look for the log file we requested and this time she cannot find it. | 10/21/2001 7:45:52 PM ddunten  Double checked with her the procedure she used to look for the file and it was correct - she had no file by the name we had given her.  Told her to forget it and just restart TMS.  When she tried to do that her whole P/c was locked hard.  She had to power off and restart cold but did reconnect without trouble. | [NAME]
Enron Transportation Services | 2001-10-15 21:53:00 | TW TM | P/S | Reports | 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 data was correct | [NAME]
Enron Transportation Services | 2001-10-16 08:21:00 | Flow Gas | Password | Reset | Unable to access flowing gas/invoices - doesn't remember password | 10/21/2001 8:18:25 PM ddunten  Unlocked account and rerset password to jewboyyy | [NAME]
Enron Transportation Services | 2001-10-16 10:04:24 | FGT TM | P/S | Reports | 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. | [NAME]
Enron Transportation Services | 2001-10-16 10:45:00 | HotTap | Adhoc | N/A | Called to check on her customer [NAME]. | 10/21/2001 8:25:20 PM ddunten  [NAME] her call and advised that I had [NAME] conected | [NAME]
Enron Transportation Services | 2001-10-16 13:10:00 | NNG TM | P/S | [NAME] | 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 have lost communications and restarting TMS would have restored the connection | [NAME]
Enron Transportation Services | 2001-10-17 07:54:00 | NNG TM | P/S | Production | 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]
Enron Transportation Services | 2001-10-17 11:34:11 | NNG TM | [NAME] | N/A | Jan has some issues with the new Shipper Scheduled Quantities Report that was recently updated    Per my telephone conversation with Toby this morning, I am writing this e:mail to give my comments on  the new Shipper Scheduled Quantities report.      I rely upon the Shipper Scheduled Quantities report to get the information I need for forecasting margins  and invoicing three shippers at this time.  Before the change, I was able to run 1 report for each of these   shippers each week, a total of 3 reports.  Because the new report does not give me month-to-date totals   I now have to run a report for each shipper for each gas day, a total of 21 reports each week.  It is very time   consuming to run and analyze all these  reports.  As Marketing does more of these sort of deals the volume   will only grow.     It is critical that I get a report that gives me month-to-date totals so I don't have to run a report for each shipper  for each day.    Other comparisons:    1)  The 2nd portion of the original report had an area where you could quickly glance at either your receipt             or delivery point totals.  In order to get a break out of receipt and delivery points now, you have to run 1              report sorted by receipt point and 1 report by delivery point.    2)	This is very minor, but I also liked the fact that the report was on letter size paper.  All my files have               been set up to accomodate that size of report.  I now have to set up new files.          Thanks!        Jan  X53858 | 10/17/2001 4:33:53 PM tsummer2  Recorded her concens and will include them in the Customer Feedback Report being put together regarding recent changes to the reports... | [NAME]
Enron Transportation Services | 2001-10-17 15:16:00 | FGT TM | P/S | Production | 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]
Enron Transportation Services | 2001-10-18 07:12:00 | HotTap | [NAME] | N/A | Trying to connect to NBPL and unable to do so | 10/21/2001 9:45:26 PM ddunten  Checked his account and he does not have NBPL access.  Suggested to him that his team uses JFLOYD to login to NBPL.  That rung the bell | [NAME]
Enron Transportation Services | 2001-10-18 08:41:00 | NNG TM | P/S | EDI | [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 advised Jeamn to give it about 20 minutes to get through all the caches and have [NAME] try again. | [NAME]
Enron Transportation Services | 2001-10-18 09:00:00 | Flow Gas | Request For Setup | N/A | Unable to access flowing gas - needs her password reset | 10/21/2001 9:58:31 PM ddunten  Found that while she had flowing gas on the TMS profile her hottap profile had been deleted for lack of use.  [NAME] it and set password for her.  Advised her to use it at least once a month to kekep it active | [NAME]
Enron Transportation Services | 2001-10-18 13:15:00 | Flow Gas | Password | Reset | Unable to access fowing gas. Needs password reset | 10/21/2001 10:10:34 PM ddunten  unlocked account and reset password to sunshine | [NAME]
Enron Transportation Services | 2001-10-19 10:47:00 | FGT TM | P/S | EDI | 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]
Enron Transportation Services | 2001-10-19 10:51:00 | FGT TM | P/S | Process | 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]
Enron Transportation Services | 2001-10-19 13:51:00 | FGT TM | P/S | Reports | 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 run. | 10/19/2001 2:08:22 PM kperez  Paged TMS on-call.  [NAME] returned call and looking into issue. | [NAME]
Enron Transportation Services | 2001-10-19 14:00:00 | TW CR | [NAME] | N/A | Wants his Flowing Gas password reset because he is unable to log in to TW capacity Release. | 10/22/2001 7:15:24 AM ddunten  Chjecked his account and unlocked it.  Found that he did not have access to Capacity Release - only flowing gas.  Did not reset password. | [NAME]
Enron Transportation Services | 2001-10-21 09:40:00 | Contracts | [NAME] | N/A | Contract #5758 not showing any volumes. | 10/22/2001 11:39:57 AM kperez  I paged [NAME] at approx. 9:42 a.m., no return call.  Paged again with 911 at approx. 10:00 a.m. before receiving a call back at approx. 11:20 a.m.  [NAME] indicated that this was an issue that was suppose to be fixed on Friday and that I should contact [NAME].   I paged [NAME] at approx. 11:40 a.m., paged two more times, once with 911 and never received a call back.  I then paged [NAME] with [NAME] number directly.   I spoke to Lanny and he had not received a call back, so I paged [NAME] again.   I then paged [NAME] again and indicated that we had not heard from [NAME].   [NAME] indicated that we should call [NAME], I then paged [NAME] and received no return call.   [NAME] finally received a call from [NAME] at approx. 12:45 pm and called me back to tell me that he spoke to her and gave me her home phone number.  I called [NAME] at home and she said she was taking care of the issue and that she would work directly with Lanny.   I then finally received a call back from [NAME] at approx. 1:20 pm who just want to confirm that I was paging her regarding the contract she was already working on with [NAME].  Did not hear of resolution time or outcome. | [NAME]
Enron Transportation Services | 2001-10-21 10:16:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:28:06 AM kperez  Web outage again.   Called [NAME] Daze, he looked at web server again and had to restart it.  Contacted customers that site was back up. | [NAME]
Enron Transportation Services | 2001-10-21 11:51:00 | FGT TM | P/S | Reports | 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 to resolve.  She would call Lanny directly. | [NAME]
Enron Transportation Services | 2001-10-21 12:07:00 | NNG TM | P/S | Reports | 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]
Enron Transportation Services | 2001-10-21 12:18:00 | FGT TM | P/S | Reports | 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]
Enron Transportation Services | 2001-10-21 13:11:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:36:21 AM kperez  Web site out again for a third time.  Contacted Don Daze, again he restarted the web server, had narrowed the problem down to FGT invoices as the cause of the outages.  Working with [NAME] to resolve. | [NAME]
Enron Transportation Services | 2001-10-21 13:18:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:36:48 AM kperez  Web site out again for a third time.  Contacted Don Daze, again he restarted the web server, had narrowed the problem down to FGT invoices as the cause of the outages.  Working with [NAME] to resolve. | [NAME]
Enron Transportation Services | 2001-10-21 16:36:00 | HotTap | Outage | Web Pages | Test FGT Invoicing for access.   Changes being made to correct the web outage problem | 10/22/2001 12:02:41 PM kperez  Testing frequently.  Still not working.  Working with [NAME] Daze and [NAME].  Fixed for Monday morning except now customers will be prompted for an id and password even if they have already logged into another application previously. | [NAME]
Exxon Mobil Gas Marketing | 2001-10-15 07:11:00 | FGT TM | P/S | Reports | 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 that the issue ws with the LE assisgned to the customer.  When correct [NAME] assisgned he was able to get the report | [NAME]
Exxon Mobil Gas Marketing | 2001-10-16 07:20:00 | FGT TM | P/S | [NAME] | 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]
Exxon Mobil Gas Marketing | 2001-10-17 11:09:36 | NNG TM | [NAME] | N/A | Not seeing all of the information expected on the Confirmation Summary Report. | 10/19/2001 11:42:21 AM [NAME]  There was a problem with his LE number (526)- fixed by contracts | [NAME]
FLORIDA GAS [NAME] | 2001-10-15 08:05:00 | HotTap | Request For Setup | N/A | Left message on voice mail - Needs access to TMS | 10/21/2001 6:53:21 PM ddunten  Called john back and found that he had already gotten the access he needs without having TMS access via hottap. | [NAME]
Florida Gas Utlility | 2001-10-17 10:42:00 | FGT TM | [NAME] | N/A | Yvette using ID and complaining aboaut the new reports and they are almost useless.  The do not had the month to date totals like they used to and they are broken down by contract number.  On the Shipper Scheduled Quantity it only shows point number and suppliuer number not names which is what they need. | 10/21/2001 9:14:19 PM ddunten  Advised her that we had had a lot of the same issues from oher customers and the issue was being looked into to find a way to resolve the problems she and other pointed out.  Advised I would pass this information along. | [NAME]
Florida Gas Utlility | 2001-10-17 10:56:00 | FGT TM | P/S | Production | 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 balance .  Called customer back and explained it - likened it to excel where the full number is in memory but it displays rounded.  Asked her to call [NAME] the next day for a a mor detailed explanation | [NAME]
Florida Gas Utlility | 2001-10-21 09:12:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:14:22 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Florida Power & Light | 2001-10-15 09:59:00 | FGT TM | [NAME] | N/A:New Report | Not able to find my reports. | 10/18/2001 4:24:52 PM kperez  Trained customer on where to find reports in TMS. | [NAME]
Florida Power & Light | 2001-10-16 07:39:00 | FGT TM | P/S | Reports | Unable to obtain data for Op[erator Scheduled Quantity report for 10/14 ID = 006922371 LE 655 Point 2976 |  | [NAME]
Florida Power & Light | 2001-10-17 13:00:09 | HotTap | Password | Reset | Has not been into the system in a while and was having trouble with his password. | 10/17/2001 4:44:13 PM tsummer2  Reset his password and he got in fine.. | [NAME]
Florida Power Corp | 2001-10-15 14:50:00 | FGT BIZ | [NAME] | N/A | [NAME] trouble using the Balancing tool | 10/21/2001 7:31:05 PM ddunten  May be a designee issue  Transferred call to his rep [NAME] for further assistance | [NAME]
Florida Power Corp | 2001-10-17 07:03:00 | FGT BIZ | [NAME] | N/A | Unable to login to FGT Commerce to accesss the balancing tools.  is sure she had the correct id and password  of pfc-user and fpc1 | 10/21/2001 8:36:52 PM ddunten  Called [NAME] who advised that she did have the correct id and password but he was rebooting the server and that was why she could not log in.  Asked him to let me know when it was back up.  At 7:37 checked back with [NAME] was still not on line but gave him the name and  number as he said he would call customer when server was available. | [NAME]
Florida Power Corp | 2001-10-17 11:30:00 | FGT CR | [NAME] | N/A | Trying to obtain C/R data from new C/R system and has no information.  There is no historical data and finds no current offers. | 10/21/2001 9:33:36 PM ddunten  Contacted Dale Eldridge about new Capacity release.  Adivsed that it soulded like he was going to the correct places but was finding no offers.  Dale confirmed that there were no current offers but he shoudl see historical data.  Dale agreed to call customer to assist him | [NAME]
GPM Gas Co LLC | 2001-10-15 09:25:40 | NNG TM | [NAME] | N/A | [NAME] was receiving an error when he tried to access the confirmation reports in TMS. | 10/15/2001 10:20:57 AM [NAME] LE number did not match up and [NAME] re-assigned the latest LE # to that login ID and we are awaiting confirmation that it worked for him.. | [NAME]
GPM Gas Co LLC | 2001-10-17 08:38:00 | Flow Gas | [NAME] | N/A | In Flowing Gas for NNG and wants to know if he has access to TW flowing Gas | 10/21/2001 8:55:27 PM ddunten  Checked his profile and he does have TW access for flowing gas.  Advised him he needs to go back to the main site www.hottap.enron.com and select TW customer activities from the map to start the TW flowing gas | [NAME]
Hardee Power Partners Ltd | 2001-10-17 14:34:00 | FGT TM | [NAME] | N/A | In confirmation maintenance screen the reports do not show the correct legal entities.  she shoudl see hardee power not Teco Polk | 10/21/2001 9:38:20 PM ddunten  Advised this may have something to do with designee agreements,  Transferred her to her rep for further assistance. | [NAME]
Infinite Energy Inc | 2001-10-19 11:15:00 | HotTap | Outage | Web Pages | Unable to access www.hottap.enron.com  getting a 401 error not found | 10/21/2001 10:26:52 PM ddunten  Checked page myself and got the same error message.  Called HOtTap Support who could find no problem.  [NAME] page successfully.  Called customer back and found he was able to get in. | [NAME]
KTM Inc Agent for Mallon | 2001-10-15 14:15:00 | HotTap | Printer | N/A | Unable to print when she is connected from Home | 10/21/2001 7:24:40 PM ddunten  Found that she had an HP Officejet 300 at home.  Advised that we would need the printer driver and printer name as defined in her windows and recommended that she call us in the evening so we could help her get that information for us. | Teresa Bliss
KTM Inc Agent for Mallon | 2001-10-17 08:20:00 | HotTap | Printer | N/A | Calling from home to get the printer information to us | 10/24/2001 7:02:57 AM ddunten  Received return call from Theresa - advised her that she should now be able to print from home.  Asked her to be sure and let us know if she finds that is untrue  10/23/2001 9:11:40 AM ddunten  Received confirmation that printer has been added.  Called customer and left message for her to return the call.  10/21/2001 8:49:38 PM ddunten  Walked her through the process to obtain printer name and driver   Name = HP OfficeJet Series 300 Printer  Diver = HP OfficeJet Series 300 Printer  Sent e-mail to [NAME] and Dori to add printer to environlment | Teresa Bliss
KTM Inc Agent for Mallon | 2001-10-17 09:56:18 | HotTap | Printer | N/A | Cannot print from within the System to her local printer. | 10/17/2001 4:54:35 PM tsummer2  We submitted her printer information to be put into the System so that she could print... | Teresa Bliss
LSP - Cottage Grove | 2001-10-19 09:40:00 | Flow Gas | [NAME] | N/A | Unable to login to invoices | 10/21/2001 10:16:48 PM ddunten  Was using Upper case on ID into nominations and then it was not recognized by flowing gas/ionvoices in the same browser session.  He had difficulty understanding.  Advised him to always use lower case when logging in to nominations or capacity release of invoices and then his id would be recognized when he changed applications in the same browser [NAME]. | [NAME]
Louis Dreyfus Energy Corp | 2001-10-17 08:42:00 | TW TM | [NAME] | N/A | [NAME] using ID and haivang trouble getting operator scheduled quantity report to print. | 10/21/2001 8:59:28 PM ddunten  Unable to determine why she is unable to print.  Has PCL printer that appears to be autocreating correctly but the print job is not spooling at her printer.  Printed reports for her and faxed them to her.  Called to chek that she had received reports and she had and she had also found that she wa in the wrong report but what I faxed her allowed her to reconcile her work | [NAME]
Metropolitan Utilities District | 2001-10-16 09:37:00 | NNG TM | [NAME] | N/A:New Report | Do not like new report format.   Report does not sort correctly.  Does not provide Monthly Totals for Delivery and [NAME]. | 10/18/2001 4:18:45 PM kperez  Reported to TMS.  Electronic Business Team and ETS Management looking into issue. | [NAME]
Metropolitan Utilities District | 2001-10-16 09:39:00 | NNG TM | [NAME] | N/A:New Report | Do not like new report format.   Report does not sort correctly.  Does not provide Monthly Totals for Delivery and [NAME]. | 10/18/2001 4:19:09 PM kperez  Reported to TMS.  Electronic Business Team and ETS Management looking into issue. | [NAME]
Mid American Energy Co. | 2001-10-19 10:26:09 | HotTap | Request For Setup | N/A | Received automated E-mail for NNG Access | 10/19/2001 10:22:59 AM tsummer2  Established ID and sent E-mail with ID and password | [NAME]
Mid-America Pipeline Co | 2001-10-15 13:17:00 | NNG TM | [NAME] | N/A | Very unhappy with new reports being on legal size - it is not compatible with anything | 10/21/2001 7:18:03 PM ddunten  Promised to pass her complaint on the proper people.  Advised her that we had had similar comments from several customers | [NAME]
MidAmerican Energy Co | 2001-10-18 09:30:00 | HotTap | [NAME] | N/A | Has been having trouble logging in to NNG but has always been able to loginto NBPL and then get to NNG.  But today he cannot log into NBPL either. | 10/21/2001 10:03:24 PM ddunten  Found he was using Windows 2000 and IE 5.0 with SP 1 and version 963 of plugin.  Had him clear cache and resatr browser.  Then checked his saved favorite and found it was going to an old url.  Had him delete it and go to www.hottap.enron.com and save that as fovorite.  Successfully logged in | [NAME]
MidAmerican Energy Co | 2001-10-18 11:11:03 | NNG CR | Request For Setup | N/A | New Access Request | 10/23/2001 1:24:06 PM kperez  Received confirmation of set-up from Contracts after sending another e-mail inquiring about the status.  10/18/2001 11:06:45 AM [NAME]-up in Remedy and UserMaint.  [NAME] request to NNG CR Administrators for set-up. | [NAME]
MidAmerican Energy Co | 2001-10-18 16:59:00 | NNG TM | P/S | Reports | [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 been made and will be migrated to model office for testing.  10/18/2001 5:00:51 PM kperez  Paged TMS on-call.  [NAME] returned call and is reviewing. | [NAME]
MidAmerican Energy Co | 2001-10-19 08:00:00 | Flow Gas | Printer | N/A | Unable to print invoices | 10/21/2001 10:14:07 PM ddunten  Went through the entire process with her and determined that she was using the correct print icon but it was not recognizing the pdf file one it was downloaded.  Tried it more than once to be sure she had the correct selections.  Believe it to be the version of acrobat or the way it is instaled so she is going to her desktop support group for help | [NAME]
MidAmerican Energy Co | 2001-10-21 09:46:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:26:20 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
MidAmerican Energy Co | 2001-10-21 10:28:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:31:49 AM kperez  Web outage again.   Called [NAME] Daze, he looked at web server again and had to restart it.  Contacted customers that site was back up. | [NAME]
Mieco, Inc | 2001-10-16 10:03:00 | HotTap | Printer | N/A | Received automated email requsting acces to NNG | 10/17/2001 12:18:51 PM ddunten  Received confirmations,  e-mailed customer ID & password  10/17/2001 10:13:57 AM ddunten  Received confirmations,  e-mailed customer ID & password  10/17/2001 10:02:13 AM ddunten  Established ID and submitted to other administrators. | [NAME]
Mieco, Inc | 2001-10-17 09:25:00 | HotTap | Request For Setup | N/A | Checking on his ID and password | 10/21/2001 9:01:31 PM ddunten  Advised that I did have it and was waiting for another administrator to confirm his setup.  We would e-mail the ID and password to him when it was complete later in the morning. | [NAME]
Mieco, Inc | 2001-10-17 16:06:00 | NNG TM | [NAME] | N/A | Needs assistance with his nomnation | 10/21/2001 9:42:55 PM ddunten  Transferred call to [NAME] for assistance | [NAME]
Mieco, Inc | 2001-10-18 10:04:00 | NNG TM | Request For Setup | N/A | Not able to nominate. | 10/18/2001 10:02:18 AM kperez  Only had Operator Group as requested.  Changed access to Shipper/Operator. | [NAME]
Minerals Management Service | 2001-10-17 20:53:08 | NNG TM | [NAME] | N/A | Debbie was having trouble finding information in her reports... | 10/17/2001 4:49:49 PM tsummer2  Found out that the problem was related to her LE number and its classification,,,Sent the issue to [NAME], and he called her and resolved the issue.. | [NAME]
Missouri River Energy | 2001-10-17 23:18:40 | HotTap | [NAME] | N/A | [NAME] was running SPK 2 for IE 5.5 and received an error when trying to log into the system.. | 10/17/2001 4:16:02 PM tsummer2  [NAME] through the process of Deleting instances of npican.dll and I was trying to show him how to delete the .ica registry key, we realized that he did not have access to alter his registry, so he was going to have an administrator do that for him... | [NAME]
Mobile Gas | 2001-10-15 08:40:00 | FGT TM | [NAME] | N/A: Training | Can't find my Scheduled Quantity Reports now. | 10/18/2001 11:14:25 AM kperez  Needed training on where to find reports in TMS. | [NAME]
NUI Corp | 2001-10-15 07:40:00 | HotTap | [NAME] | N/A | [NAME] using ID and unable to connect to HOtTap for reports | 10/21/2001 6:46:02 PM ddunten  Found he had an old version of plugin and was going to an incorrect url.  Helped him download nad install correct plugin.  Had him delete his favorite and save the correct url as a favorite.  After doing that he successfully connected to HOtTap | [NAME]
NUI Corp | 2001-10-19 11:16:00 | Flow Gas | Password | Unlock | Ella using ID and unable to access flowing gas measurement infomation monthly report.  She is sure she has the correct password | 10/21/2001 10:23:37 PM ddunten  Found account locked.. Unlocked and had here try again.  [NAME] | [NAME]
Natural Gas Pipeline Co | 2001-10-21 10:30:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:29:36 AM [NAME] outage again.   Called [NAME] Daze, he looked at web server again and had to restart it.  Contacted customers that site was back up. | [NAME]
Natural Gas Transmission Services Inc | 2001-10-16 09:32:00 | NNG TM | [NAME] | N/A:New Report | Do not like new report format.   Report does not sort correctly.  Does not provide Monthly Totals for Delivery and [NAME]. | 10/18/2001 4:18:16 PM kperez  Reported to TMS.  Electronic Business Team and ETS Management looking into issue. | [NAME]
Natural Gas Transmission Services Inc | 2001-10-21 09:33:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:22:15 AM [NAME]Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Northern Border Pipeline | 2001-10-21 09:10:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:13:26 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Northern Border Pipeline | 2001-10-21 13:08:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:35:53 AM kperez  Web site out again for a third time.  Contacted Don Daze, again he restarted the web server, had narrowed the problem down to FGT invoices as the cause of the outages.  Working with [NAME] to resolve. | [NAME]
Oneok Energy Marketing & Trading Co | 2001-10-15 15:00:00 | HotTap | Password | Reset | Unable to login - thinks she has locked her account and would like pasword reset | 10/21/2001 7:34:51 PM ddunten  Unlocked account and reset password. | [NAME]
Oneok Field Services Co | 2001-10-18 14:46:02 | HotTap | Password | Reset | Could not get into the system..received a page connot be found error. | 10/19/2001 10:41:51 AM [NAME] her password and she was able to login fine. | Theresa Jones
[NAME] | 2001-10-15 08:15:00 | HotTap | Password | Reset | Unable to login with the password provided to him | 10/21/2001 6:55:08 PM ddunten  Checked account and unlocked it.  Had him try again but was unsuccessful.  Reset password for him and he then logged in without problem | [NAME]
PNM Gas Services | 2001-10-15 09:30:15 | HotTap | Password | Reset | [NAME] has not logged into the system since last Winter and has been locked out of the system. | 10/15/2001 10:17:10 AM [NAME] her password and she got into the system fine.. | [NAME]
PNM Gas Services | 2001-10-15 15:25:00 | HotTap | [NAME] | N/A | Unable to login to HotTap.  NOthing happens after he puts in ID and password | 10/21/2001 7:41:55 PM ddunten  Found he was using a new machine and had downloaded and installed the plugin.  New machine has windows XP and IE 6.0 on it.  Directed dhim to the downloads page that the fix for IE 6.0 .  [NAME] that he have a desktop support person assist him since it involved editing the registry. | [NAME]
PNM Gas Services | 2001-10-21 09:05:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:12:56 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | Kamern [NAME]
PNM Gas Services | 2001-10-21 10:30:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:32:20 AM kperez  Web outage again.   Called [NAME] Daze, he looked at web server again and had to restart it.  Contacted customers that site was back up. | Kamern [NAME]
PPL EnergyPlus LLC | 2001-10-16 08:12:00 | HotTap | Request For Setup | N/A | Requesting an ID and password | 10/21/2001 8:14:52 PM ddunten  Directed him to the access forms on the web | [NAME]
PPL EnergyPlus LLC | 2001-10-16 08:21:00 | HotTap | Request For Setup | N/A | Received automated e-mail request for TW access | 10/16/2001 3:17:53 PM ddunten  Established ID and set access permisions.  Emailed customer ID and password | [NAME]
Pacific Gas & Electric Co | 2001-10-19 13:30:00 | NNG TM | Printer | N/A | Not able to printer.  Printer not showing up in HotTap. | 10/19/2001 2:11:32 PM kperez  Shadowed customer and viewed printer selection in HotTap Control panel.  Not printers showing up.  Had customer check PC printers and none were available to his PC.  Customer to reboot his machine and check printer connections before logging back into HotTap. | [NAME]
Prairelands Energy Marketing Inc | 2001-10-17 11:54:02 | HotTap | Password | Reset | Trouble with her password... | 10/19/2001 11:49:25 AM [NAME] her password and she logged in fine. | [NAME]
Prior Energy | 2001-10-15 08:44:00 | HotTap | [NAME] | N/A: Training | Not able to find my scheduled quantities reports. | 10/15/2001 10:19:10 AM kperez  Needed training on where to find reports since Commerce Reports are no longer available. | [NAME]
Prior Energy | 2001-10-15 08:44:00 | FGT TM | [NAME] | N/A:New Report | Not able to find my reports. | 10/18/2001 4:25:50 PM kperez  Trained customer and transferred to FGT Customer Service Rep for more information. | [NAME]
Prior Energy | 2001-10-17 10:55:00 | FGT TM | P/S | [NAME] | 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]
Reliant Energy | 2001-10-19 11:12:00 | HotTap | Outage | Web Pages | Not able to access web pages.  Receiving 401 error, page cannot be displayed. | 10/19/2001 2:18:30 PM kperez  System came back up while on the phone.  Spoke to [NAME] Daze about issue.  Not sure what the problem was. | [NAME]
Reliant Energy Minnegasco | 2001-10-21 09:04:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:12:19 AM [NAME] [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Reliant Energy Services | 2001-10-19 11:15:00 | HotTap | Outage | Web Pages | Unable to access www.hottap.enron.com getting 401 error not found message. | 10/21/2001 10:29:15 PM ddunten  Unknown problem that resolved itself.  HotTap Support could find no problem and on retesting page was available.  Called customer back and she was also getting in ok | [NAME]
Sacramento Municipal Utilities District (SMUD) | 2001-10-19 11:06:28 | HotTap | [NAME] | N/A | Wanted to know where the "Change Password" link was on the site. | 10/19/2001 11:03:10 AM [NAME] him where the link was located and he was able to change his password an logon succesfully with it. | [NAME]
Sempra Energy Solutions | 2001-10-16 17:24:00 | HotTap | Password | Unlock | Locked my account. | 10/18/2001 4:49:06 PM kperez  Unlocked account. | [NAME]
Southeast Alabama Gas District | 2001-10-18 15:48:05 | HotTap | Printer | N/A | Was unable to print from TMS.  Checked his printer properties and his printer was not showing up in the dropdown. | 10/19/2001 10:44:54 AM [NAME] a message to [NAME] to add the printer to the System- HP DeskJet 870Cse | [NAME]
Southern California Gas Co | 2001-10-16 09:16:00 | TW TM | [NAME] | N/A:New Report | Do not like new report format on legal size paper. | 10/18/2001 4:16:30 PM kperez  Explained that ETS is reviewing issue. | [NAME]
Southern Union Co | 2001-10-15 08:00:00 | HotTap | [NAME] | N/A | Unable to log in | 10/21/2001 6:51:06 PM ddunten  Needed the plugin file installed.  Directed her to the download page and helped her install.  Successfully connected after installilng plugin | [NAME]
St. Joe Natural Gas Co., Inc. | 2001-10-17 13:50:39 | FGT TM | [NAME] | N/A | Called with [NAME] and was having trouble finding information in the new reports... | 10/17/2001 4:46:42 PM tsummer2  Worked through the issue with them and they finally found the information they needed... | [NAME]
TECO Gas Services Inc | 2001-10-17 10:00:00 | FGT TM | Request For Setup | N/A | Unable to see all the same tms screens that [NAME] sees | 10/21/2001 9:09:59 PM ddunten  Checked setup on both.  both have the same LE but [NAME] is a S/O and [NAME] is only Shipper.  Changed here to S/O | [NAME]
TXU Energy Trading Co | 2001-10-15 11:24:00 | FGT CR | [NAME] | N/A | Joy using ID and is having trouble with reports - not getting information she needs | 10/21/2001 7:15:21 PM ddunten  She was in the Operator report - directed her to the service requestor report.  This gave her the information but unhappy with the legal size format | [NAME]
Teco Gas Services | 2001-10-17 13:07:00 | HotTap | Password | Reset | Not logging in - getting message "page cannot be displayed" when selecting nominations from the disebar | 10/21/2001 9:35:41 PM ddunten  Had him clear his cache and restart browser.  This allowed him to get the password prompt but did not like password.  Reset password for him and then he successfully connected | [NAME]
Teco Gas Services | 2001-10-19 20:58:21 | HotTap | Password | Reset | [NAME] forgot his password and couldn't get into the system.. | 10/19/2001 8:54:53 AM tsummer2  Reset his password and he was able to get into the system fine. | [NAME]
Tenaska Marketing Ventures | 2001-10-21 09:32:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:21:40 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
The Energy Authority Inc | 2001-10-15 14:39:00 | FGT TM | [NAME] | N/A | Having trouble entering timely nom on pool contract 6215 for 10/16.  Has entered it 2 times and both times he received a successful indication but when he retrieves the contract again the delivery info is there but the receipt info is not. | 10/21/2001 7:28:49 PM ddunten  Initially paged TMS ON Call.  They were unable to see a problem with the contract.  Contacted his rep, [NAME].  She worked with [NAME] to help him get the nomination properly in the system. | [NAME]
The Energy Authority Inc | 2001-10-17 10:51:00 | FGT TM | P/S | [NAME] | 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 properly at 11:18.  Called customer to be sure he had gotten his noms in.  He had just gotten out so got back in to complete nom. | [NAME]
US Gas Transportation Inc | 2001-10-16 10:50:28 | NNG TM | P/S | Reports | [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. | [NAME]
United States Gypsum | 2001-10-17 08:35:00 | HotTap | [NAME] | N/A | Has new PC and is unable to connect to HotTap | 10/21/2001 8:52:45 PM ddunten  PC has Windows XP - helped him get the latest plugin file from the citrix page on the internet.  Also pointed him to our download page for fir fix for IE 6.0 | [NAME]
Unocal | 2001-10-17 07:40:00 | HotTap | [NAME] | N/A | Unable to connect to hottap - getting message "no citrix server configured on address" | 10/21/2001 8:43:38 PM ddunten  Had another call from [NAME] who says the network team still says they have not made any changes.  Asked him if they actually double checked the address and he said no.  Requested that he have them double check the ip address on proxy server and be sure port 1494 was open to outbound traffic and if he still had problems to call and I would connect them to our technical team for more assistance.  10/21/2001 8:41:14 PM ddunten  [NAME] that this message was usually a problem at customer firewall or proxy server.  Ran telnet test with her and it failed.  She contacted her suport.  Had call from [NAME] her IT who said that they had made no changes to firewall or proxy server.  Again went through the telnet tests and failed on 1494 and 80.  Emailed him the IP addresses and asked him to go back to the network team and double check them.  Meanwhile [NAME] is using a dialup connection to internet. | [NAME]
WPS Energy Services Inc | 2001-10-21 09:00:00 | HotTap | Outage | Web Pages | Not able to access HotTap Web Site. | 10/22/2001 11:10:53 AM kperez  Contacted [NAME], HotTap on-call person, [NAME] did not know what to check said to call Web Team.  Paged Web Team.  [NAME] returned call, did not see any problems, referred to Server Team.  Paged Server Team pager.  [NAME] did not know what to check for HotTap Web Pages.  Contacted Don Daze at home.  [NAME] check X12 server and found a problem with the web server.  restarted the web server and web pages became operational.   Contacted customers that web site was back up. | [NAME]
Western Gas Resources Inc | 2001-10-15 08:57:00 | NNG TM | [NAME] | N/A | New reports don't give him the information he needs | 10/21/2001 7:03:02 PM ddunten  He was in the Operator Scheduled Quantity which does not give totals by path and location only by contract.  Directed him to the Service Requestor Scheduled Quantity report.  That gives him information he can work with but still not good as does not show names only numbers and it is on legal paper | [NAME]
Western Gas Resources Inc | 2001-10-19 12:00:00 | HotTap | Outage | Web Pages | Unable to log in | 10/22/2001 7:12:30 AM ddunten  Checked access and found error.  Contacted HotTap Support who had to bounce the NFUSE server | [NAME]