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Welcome

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titleAtria Support & Unified Ticketing System

Dear All, in our continuous effort to improve we are moving towards a Unified Ticketing System. 

  • For Atria Support to raise a request tickets please use Service Desk.
  • All request for changes are still managed through Service Now Change Management module.

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to the L2 Ticket Portal One Stop Support Home

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.

IT and AGS change freeze starting on December 20th.


Audiences Global Support Training - Home (sharepoint.com)

TICKETINGTECHNOLOGY COMPONENTS


Atria Support Global  > 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.

Atria Support Service Now > Kantar Markets (see note above)


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)Service Desk User Guide(info)Service Now User GuideIt should be accessed through main service now portal.
(info)Good Ticket Description (L1)

An acceptable description to raise To ensure the team can support you faster and efficiently a Good Acceptable Description for a ticket request must state what contain: 1) Title, what is the request for using , with concise subject and the correct category (e.g. , weighting not running, rerun failure, etc.). Must explain ; 2) the Description, what you like want L2 support team to do with a full description of , it must describe comprehensively the problem/request including: , what you (L1) have done to resolve , any (this is essential) with the analysis, investigation, relevant logs, errors, reports, data files, tests, panel homes/individuals, application/s and version/s. Where possible also add 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)Confluence access

If you need access to Confluence please review requirements here

(info)AGS Global Support Know-How 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)

(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).