The Support Links in the table hereafter allows users to open tickets for issues or requests related to different parts of audience measurement systems, such as Audience Data systems, Audio Matching systems, Watermarking systems, TV meters and Video meters.
A ticketing tool (Service Desk) user guide link is also provided in this table to help customers to open and manage tickets.
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Welcome to the L2 Ticket Portal One Stop Support Home
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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. IT and AGS change freeze starting on December 20th. |
| TICKETING | TECHNOLOGY 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. | |
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| Watermarking Documentation | ||
| TV Meters Documentation | ||
| /wiki/spaces/ |
| EVME/overview | ||
| ODDU Documentation | ||
 | 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. |
| AGS Know-How | AGS Global Support Training & Documentation repository. All questions contact David Strange (Atria BARB) |
| Change Management Media CAB/Process | Part 1 reference deck. If you would like training or more information please write to Carlo Imperato Woods, Kelly (KNLDN) |
| 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.
If client is internal already has an Atlassian account:
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| One JIRA | If you need access to Confluence or Service Desk licenses for support engineer (it is not for customers only licenses). |