2019-BSG-IRT-03

INCIDENT REPORT
ISM INC#: 27251

INCIDENT INFORMATION
Client Name: PSBANK
Ground Level PSBank Center, 777 Paseo de Roxas Avenue corner Sedeño Street, Makati
Site Address:
City 1200, Paseo Center - Sedeno Pedestrian Underpass, Makati, Metro Manila
Contact Person: Ram Diente / Marvin Delos Santos
Contact Number:
Email Address: ZLDiente@psbank.com.ph / MGDelossantos@psbank.com.ph
Date/Time Incident Reported: May 27, 2021 / 09:48 AM
Restoration Date/Time: May 27, 2021 / 07:00 PM

ENGINEER INFORMATION
Name: Rose Ann E. Alvarez
Division/Department: CXBSG Customer Care TASK ID#: 120167

EQUIPMENT DETAILS
Part / Dongle / System ID Equipment Description Serial Number Remarks

CASE STATUS
(Kindly provide EXPLANATION on the Case Status Selected in the Remarks Field below. Such explanation should answer WHY or HOW such case status was
selected)
Case Code Code Description Remarks
CLO Closed For case closure
RES Resolved The client can view the latest recordings already.
WIP Work In Progress

PWC Pending with Client

PAR Pending With Parts

PRI Pending With Principal

PWR Pending With Requester

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 1 of 3
 2019-BSG-IRT-03

INCIDENT OVERVIEW
(Replace this info with a brief Executive Summary of the problem, including who was affected.)

Error in Verint

INCIDENT DETAILS
(Chronological sequence of events. Be as in depth as possible.)
Date Time Activity
May 27, 09:48 AM Issue Reported.
2021
11:00 AM Case Assigned.
06:00 PM Started the remote session and check the reported issue
Checked the Recorder media if the recorder was updated.
Access SQL Server Management Studio.
Disable > Enable > Start the jobs to refresh it.
Navigate to WFO Production Domain Production Server services to restart.
Access the portal to check the Recorder Manager.
07:00 PM Advised the contact person (Sir Ram and Sir Marvin) that recordings are now reflected
on Verint Ultra.

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 2 of 3
 2019-BSG-IRT-03

ROOT CAUSE ANALYSIS

(Replace this info with the detailed information concerning how the incident was remedied or alleviated.)

• As per checking, the SQL job (Contact Database ETL) was not running properly.

RECOMMENDATION(S)
(Replace this info with the measures that can and should be taken to prevent this issue from recurring, including specific service level monitoring
recommendations – for short and long term.)

• This is to inform that end of support or end of life of Verint version (v11) was possible since Verint releases
only few patches for this version.
• We highly recommend upgrading the Verint Impact360 V11.1 SP1 HFR7 to latest version due to Verint
Impact360 V11.1 SP1 End of Mainstream Support (EoMS) / End of Maintenance (EOM).

• In case of recurrence of error, perform the following on DB server:

1. Checking of SQL jobs.
- Checked if there are SQL jobs that is currently not running normally.
2. SQL Management Studio >> Job Activity Monitor >> DISABLE>ENABLE>START or STOP>START of
following SQL Job.
- Contact Database ETL
- Data Warehouse Contact Data ETL
- Common Database Purging and Maintenance
- Contact Database Purging and Maintenance
- Data Warehouse Application Data ETL
- Data Warehouse Purging and Maintenance
3. Restart WFO Production Service on services.msc
4. Checked of recordings in interaction.

©Copyright 2019, TRENDS

Form Title Version Author Released by Released

November 2019
TRENDS Incident Report 3.0 BSG Customer Services Group
Page 3 of 3