Welcome to the L2 Ticket Portal One Stop Support Home
Dear All, thank you for supporting the move towards a Unified Ticketing Portal.
Stage 1, we completed the migration to Service Desk for Atria Support. One backlog and one ticketing system.
Stage 2, started in Q1/24 we plan to add new teams and KPIs.
=> For all AGS requests please raise a ticket in Service Desk.
=> All request for changes are managed through Service Now Change Management module.
| TICKETING | TECHNOLOGY COMPONENTS | |
|---|---|---|
Atria Support > All Markets | Atria Cloud, Atria NG/NGI, Atria Online (FMDP, VMRG), Atria QC framework, Aten, Portal, AtriaPro, Atria Portable, Transmission Logs. | |
| 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 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 other mandatory fields are completed. An incomplete / not acceptable description could lead to delay or, return to “waiting for customer” state. |
| AGS Know-How - sharepoint | AGS Global Support Training & Documentation repository. All questions contact David Strange (Atria BARB) |
| Service Desk | User Guide. |
| Atlassian licenses for Confluence access | If you need access to Confluence please review requirements here |