Incidences

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What is the need?

The Incidents section is used to see the status of your circuit in the project. Through this section you can see the summary of the incidents, thus having an overview of the health status of your circuit.

The incidents section allows us to integrate with Admira HelpDesk, Admira’s Technical Support platform. This functionality allows us to keep total control of the tickets that we have opened in HelpDesk and have a complete view of the status of these tickets in terms of open incidents with respect to them in Admira HelpDesk and through a location map, it facilitates the complete view of the different POS (screens/players at the points).

Each incident has a ticket associated with a unique reference, which allows for proper monitoring and a history of them.

This section allows viewing the status of incidents, but does not allow the creation of a ticket. “For this we must send an email to support… HelpDesk”.

Once in the Incidents section, you can filter in different ways. You can choose the date range of the tickets to know the number of tickets resolved in a specific period.

 And you can access more detailed information on each particular point by clicking on it on the map (if the players are geolocated) or using the filter tool (magnifying glass).

Incidences

If the players are geolocated, the associated tickets will appear here. It is also an interactive map, with which we can zoom in to find out their exact location and the status of the performance.

Location
Managed players by location
  • Incidence map
  • “See all” icon: Used to see the summary of the entire map
  • Icon “eye” that when clicking on it eliminates the map and the information that goes below the detail of the tickets is seen

The map of incident players can be viewed in 2 ways:

  • Grouped: A circle with the total number of incidents. If you want to view the incidents individually (Not grouped) it is disabled by unchecking this box.
  • Not grouped: Each incidence appears marking its place with a circle of a specific color. The colors that express the status of the incident can be customized with those used by the client for this function. If you click on one of the circles, a window will be displayed that will show information about the player associated with the ticket, as well as a preview of the content being broadcast at that moment.

In the lower right part we have a button that allows us to open a Street View window of the location where the player is. This function is especially interesting for technicians since it is an excellent equipment maintenance tool, allowing technicians to know the location of all of them at the moment.

Streetview

The control of the incidents produced in the different players is essential to be able to evaluate the performance of the circuit and make the correct decisions. That is why we also have the possibility of including in Player Reports all the information of the tickets related to each of the points.

There are several ways to filter the information you want to view.

  • Filter by dates: In the upper right part, dates appear where they can be filtered by date range, in order to obtain detailed information of a period of time.
Incidences
  • Filter from the Search icon: from here you can filter by player or by ticket.
  • Filter by player: The information that has been filled in about the player from the inventory section can be filtered by it. What allows, after taking off the “arrow” to filter by that same information that was filled in. In the inventory section you can see what name means, descriptive name, operating system, etc.

In addition to player information, it is possible to filter by criteria that have been previously created.

During the creation of this search filter, you can combine as many informative fields as necessary. For example: Download Status + Country + Landscape Screen.

Filter players

Filter by ticket

  • Ticket subject: Title of the issue in Admiradesk
  • Ticket number: Incident identification number
  • Ticket Status: The status of the issue
  • Type of ticket: There are 3 types of incidents
  • Consultation: When the client consults about some functionality or other query
  • Task: In the event that our technical support team is in charge of completing a task, such as the set-up of a computer, software migration, etc.
  • Incident: This type of ticket is when it consists of an incident on the platform, such as a failure in some section.
  • Priority: Of the incidence if it is urgent or normal
  • Action: There is Remote Assistance, On-site Assistance, Managed, by the client depending on what the incident requires to solve.
Filter by ticket

Information that appears in the ticket summary

In this section, you will find a series of information that we detail below:

Information
  • Ticket number: Unique reference allowing to track the incident
  • Subject: Subject of the ticket
  • Applicant: Person who has opened the ticket/incidence. It can be a person from Admira (*Maintenance service) or the responsible person who has detected the incident
  • Status of the incident: We differentiate between 3 types of status. The status of the incident is updated based on its status in real time:
  • Open: Admira’s technical team performs the first remote review (if there is access) and a first contact is made with the client, to validate if there is a broadcast on the screen.
  • Pending: More information is needed that has not been provided, technical action, remotely or scheduled on site.
  • Waiting: This state is chosen when it has not been possible to speak with the client in the first contact. The call is repeated a posteriori to confirm the status of the screen and assess whether technical action is required.
  • Solved: The issue has been resolved
  • Incident Priority
  • Normal: without affectation of the emission
  • Urgent: no broadcast screen
  • Typology of incidence
  • Connectivity: Location of the screen, blockage due to excess consumption, blockage or failure of the router that may require its change.
  • Hardware: Screen / PC failure, which may require its change
  • Installation:
  • Wrong installation Includes:
  • The screen did not turn on because it was not installed correctly
  • Those cases that we have to go to because we do not know what screen there is and we have to check it on site
  • Electrical incident
  • Admira Platform: Incident related to Admira software
  • Actuation:
  • Remote assistance: Incident reviewed and resolved remotely by the Admira technical team
  • On-site assistance: The incident requires the intervention of a technician at the POS
  • Managed by the client: When through the call we can leave the screen connected again, with the help of the client
  • Agent: Agent from the Admira technical support department responsible for resolving the incident
  • Received: Date of creation of the ticket/incidence
  • Updated: last ticket update
  • See map: Visualization of the incident on the map, thus indicating its location

If you want to see the detailed information of the ticket, you must go to Admiradesk where the information of each ticket is detailed.

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