Page Comparison

Atria Cloud, Atria Aten, Atria NG/NGI, Atria Online (FMDP Classic up to 2.14, VMRG), Atria QC framework, Aten, Portal, AtriaPro, Atria Portable, Transmission Logs.

/wiki/spaces/ANE/pages/123142212 

/wiki/spaces/ANE/pages/123142760    

To ensure the team can support you faster and efficiently a Good Acceptable Description for a ticket request must contain: 1) Title, what is the request for, with concise subject and the correct category (e.g. weighting not running, rerun failure, etc.); 2) the Description, what you want L2 support team to do, it must describe comprehensively the problem/request including, what you (L1) have done to resolve (this is essential) with the analysis, investigation, relevant logs, errors, reports, data files, tests, panel homes/individuals, application/s and version/s. Where possible should always provide evidence like pics/audio; 3) Please ensure all mandatory fields are completed.

An incomplete / not acceptable description could lead to delay or, return to “waiting for customer” state.

AGS Global Support Training & Documentation repository.

All questions contact David Strange (Atria BARB)

User Guide.

Onboarding new clients in Service Desk- No need to be registered as a JIRA user or to have a Kantar address. 

1. To onboard clients please notify the Team Support Manager for ACR, Atria, VDM, TVM, ODDU, with the list of people, emails, teams to add.
2. Team Support Manager to acknowledge request. They may create ticket in system for our tracking.
3. Team Support Manager to set up. The customer will receive an invite to login, to create his password and so its customer account to raise tickets.

If client is internal already has an Atlassian account:

1. Team Support Manager to declare them, not as customers but as internal agents (need to have an Atlassian account JIRA or Confluence) e.g. developers which provide access to internal comments 
2. This account to be used for Service Desk, set up as developers

If you need access to Confluence or Service Desk licenses for support engineer (it is not for customers only licenses).

Service Desk Organisation

Service desk Implementation

Service Desk Administration

Service Desk Agent Guide

For Developers