Versions Compared

Version Old Version 126 New Version Current
Changes made by

Carlo Imperato

Carlo Imperato

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Note

For all AGS requests please always raise a ticket in Service Desk. See below for each team service desk.

For all changes make sure you raise or request it following the process referenced below.

DST change - clock back by 1 hour - Atria recommendations:

On-prem - Same as last DST change in autumn. Check that bt3009 has extra row for the next period (one row for 2024-10-27 and, one more for the next clock change 2025-03-25).

Cloud - To check that airflow is executed in the local time (not in UTC). To check there is extra row on bt3009 for the next period (so there is one row for 2024-10-27 and one more for the next clock change 2025-03-25). To check there is enough records on bt0179, the records on bt3009 needs to be covered by records on bt0179.IT and AGS change freeze starting on December 20th.



TICKETINGTECHNOLOGY COMPONENTS


Atria Support  > All Markets

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.


ACR Support Audio Matching

/wiki/spaces/ANE/pages/123142212 

/wiki/spaces/ANE/pages/123142760    


ACR Support Watermarking

Watermarking Documentation

TV Meter Support

TV Meters Documentation

Video Meter Support

/wiki/spaces/EVME/overview

ODDU Support

ODDU Documentation
(info)Good Ticket Description (L1)

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.

(info)AGS Know-How

AGS Global Support Training & Documentation repository.

All questions contact David Strange (Atria BARB)

(info)Change Management Media CAB/Process

Part 1 reference deck.

If you would lie like training or more information please write to Carlo Imperato Woods, Kelly (KNLDN)

(info)Service Desk

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
(info)One JIRA

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

(info)

Service Desk Organisation

Service desk Implementation

Service Desk Administration

Service Desk Agent Guide

For Developers

Confluence pages for Service Desk administration

.