Incidents

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What is the need?​

Use the Incidents section to view the status of your circuit in the project. This section allows you to view the summary of the incidents, giving an overview of the health status of your circuit. 

The Incidents section allows you to interact with Admira HelpDesk, the Admira Technical Support platform. This functionality allows you to keep full control of the tickets you have opened in HelpDesk and to have a complete view of the status of these tickets in terms of open incidents with Admira HelpDesk and through a location map. It provides a complete view of the different POS (screens/players at POS). 

Each incident has an associated ticket with a unique reference, which allows you to keep a record of them and track them correctly.  

This section allows you to view incident status, but does not allow you to create a ticket. To do this, you must send an email to Technical Support… the HelpDesk.

Once in the Incidents section, you can filter the information in different ways. You can select a ticket date range to find out the number of tickets resolved in a specific period. 

 More detailed information about each particular point can be accessed by clicking on it on the map (if the players are geolocated) or by using the filter tool (magnifying glass).

Incidences

If the players are geolocated, the associated tickets will appear here. It is also an interactive map, and you can zoom in to see their exact location on the map and ticket status.

 
Location
Location of players in management
  • Incident Map
  • “View all” icon: View summary of entire map
  • “Eye” icon: Clicking on this icon removes the map and shows the information below the ticket details

The map of players affected by incidents can be viewed in 2 ways: 

  • Grouped: A circle with the total number of incidents. If you want to display incidents individually (not grouped), this is disabled by clearing this check box
  • Ungrouped: Each incident is shown by circle in a specific colour. The colours denoting the status of the incident can be customized to match those used by the customer for this function. If you click on one of the circles, a window displays information about the player associated with the ticket and a preview of the content being broadcast at that time

At the bottom right, there is a button that allows you to open a Street View window of the location where the player is located. This feature is especially useful for technicians as it provides an excellent tool for maintaining equipment, allowing technicians to see at once where all the devices are located.

Streetview

Monitoring of the incidents affecting the different players is essential to evaluating the performance of the circuit and making the right decisions. This is why it is also possible to include all the information on tickets related to each POS in Player Reports.

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

  • Date Filter: In the upper right corner are dates where you can filter by date range for detailed information about a specific period of time
Incidences
  • Filter using Search icon: From here you can filter by player or by ticket
  • Filter by player: The information that has been filled in in the Inventory section of the player can be filtered. This allows filtering using the same information that was filled in, after moving the arrow. In the Inventory section, you can see what name, descriptive name, operating system, etc. means

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 information fields as necessary. For example: Download status + Country + Landscape display.

Players filter

Filter by ticket

  • Ticket subject: Title of the incident in Admiradesk
  • Ticket Number: The identification number of the incident
  • Ticket Status: The status of the incident
  • Ticket Type: There are 3 types of incidents
  • Query: When the customer asks a question about a functionality or some other such matter
  • Task: When our Technical Support Team is required to complete a task, such as setting up a computer, software migration, and so on
  • Incident: This type of ticket involves a platform incident, such as the failure of a section
  • Priority: whether the incident is urgent or not
  • Intervention: There is remote support, on-site support and customer-managed resolution, depending on what is required to solve the incident
Tickets filter

Information that appears in the ticket summary

In this section, you will find the following information relating to incidents:

Information
  • Ticket number: unique reference so that you can track the incident
  • Subject: What the ticket is for
  • Requester: The person who opened the ticket/incident. This can be someone from Admira (*maintenance service) or the person who detected the incident
  • Status of the incident: We differentiate between 3 status categories. The status of the incident is updated based in real-time:
  • Open: The Admira technical team performs a remote check (if access is possible), and a first contact is made with the customer to find out if the screen is broadcasting
  • Pending: More information is required, and it has not yet been provided; awaiting remote or scheduled on-site technical support
  • On hold: The ticket is given this status when it has not been possible establish contact with the customer. The call is repeated at a later time to confirm the status of the screen and to assess whether technical assistance is required
  • Solved: The incident has been resolved
  • Incident priority:
  • Normal: Broadcasting not affected
  • Urgent: Screen unable to broadcast
  • Incident typology:
  • Connectivity: Screen location, over-power lock, router lock-up or router failure that may require equipment replacement
  • Hardware: Screen/PC failure, which may require equipment replacement
  • Installation:
  • Installation problems include:
  • The screen does not come on because it was not properly installed
  • There are cases in which technicians have to go to the location because they do not know what screen it is and they have to check it on site
  • Electrical problem
  • Admira Platform: Incident related to the Admira software
  • Intervention:
  • Remote support: Incident reviewed and resolved remotely by the Admira technical team
  • On-site support: The incident requires technician intervention at the POS
  • Customer-managed: When we are able to restore screen connection over the phone with the help of the customer
  • Agent: When an Admira Technical Support Agent resolves the incident
  • Received: The date the ticket/incident was created
  • Updated: Last ticket update
  • Show map: View the incident on the map, indicating its location

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

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