Apart from the header, which simply consists of the same buttons described in the previous chapter, the customer code and the customer description, this page is made by 3 main tabs, described below.
DOMA
The Doma described in the chapter 3.1.4.0 Incident page, is related to the specific ticket. This one instead, is related to the customer code and it's common for all the tickets assigned to the same customer.
Its functioning however is very similar to the other one, except for:
• Download: To download a file, you have to select it first with the checkbox, then use the Download button. If you select multiple files, they will be compressed in a .zip file before the download.
• Select all: The Select all button is available. Instead, the incident doma has been changed some time ago, the checkboxes and the Select all button have been removed. When a file is already selected also the button Deselect all appears.
• Preview: There is no preview button, because the preview window is always visible next to the documents list. It's enough to select a file to preview it (if it's suitable to be previewed).
• Statistics: The statistics button is not present.
This space it's used to store files and information related to a specific customer, in order to be accessible from any ticket. Some examples of files you may find uploaded here are:
- Xls (or xlsx) file with the workstations IP addresses, usernames and passwords support team uses to remote to the customer. For some customers, in this file have been included also screenshots, queries, customer's contacts, sdi cables diagrams and much more information that can be useful while managing tickets.
- Txt file with the connection procedure. In this file is written the procedure you should use to connect to the customer (vpn then remote desktop, anydesk to a bridge workstation then remote desktop, anydesk IDs always reachable, VNC connection...) and in some cases also some useful credentials. This kind of files are usually named like "How to connect" or "Come connettersi" and should be always read before remoting to the customer.
- Zip archives with backup files. In particular cases, like before sensitive operations where a mistake could lead to loss of data in customer's database, support team is used to save important configurations and settings by taking screenshots and/or notes on text files, or by directly exporting a whole configuration file, when it's possible. This safety measure, in case of a human error or an unexpected behaviour of the software, allows to restore the lost data and therefore the normal operativity of the customer's system.
- Documents about the customer's infrastructure, 3rd-party devices, customer's internal procedures and policies we have to comply with.
ETERE INSTALLATION
The Etere Installation tab contains information about the customer's system, spread across the tabs described below. These data is read and uploaded into support database by any Etere module during the logs saving.
Workstations
This tab contains a table of all the Etere PCs of the system and their properties. You may notice that Device capabilities, Codec capabilities and Memory capabilities columns, contain clickable elements. If you click on one of them, an xml is displayed in a new window. These are the same XMLs written by Etere installer in the WORKSTATIONS table of the db each time installation is done.
Features
This is a list of all the licensed modules and features. Here you can see on which PCs each feature is installed, the ip address, installation date, installation directory and the source folder where the etere package has been taken from.
PC features
This list is basically the opposite of the previous one: here you see a list of PCs and what are the installed modules on each of them.
PC files
Similar to the previous tab, it shows the files installed in every Etere PC of the list, their version installed (Local file version), the last version released (Net file version) and sizes of both.
Remote access
In this table is indicated how to connect to the workstations. You can see the IP address, the connection method to use (Remote control) and the windows username. However, for the most part of customer areas this table is not fully populated and it's better to rely on the xls file, when available.
Licenses in use
This section shows how many modules EA6780 – "Etere ETX X264 Encoder (one stream)" does a customer own in the license.
LINKED INCIDENTS
Useful to link relevant tickets for the specific customer, making them accessible from any other ticket under the same customer code.
The incidents linked from the incident page, instead, are visible only from tickets linked one to each other.