AUDIENCE GLOBAL SUPPORT | AGS

Welcome to the L2 Ticket Portal One Stop Support Home

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.
	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
	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. To onboard clients please notify the Team Support Manager for ACR, Atria, VDM, TVM, ODDU, with the list of people, emails, teams to add. Team Support Manager to acknowledge request. They may create ticket in system for our tracking. 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: 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 This account to be used for Service Desk, set up as developers
	One JIRA	If you need access to Confluence or Service Desk licenses for support engineer (it is not for customers only licenses).