Keia Atlas

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Module

Support is switched off

Incidents and every piece of open work, with who has it. This demo has the Support module switched off in Organisation settings.

Organisation settings

IncidentINC0041121

ResolvedOn call: Carlos Mendes until Monday 08:00SimulatedServiceNow · INC0041121 · 15:40

Left screen in Whooper Swan switches to the wrong input during calls

Resolved at 15:40 · Workaround · took 1 h 38 minchecked just now

  1. New9 Sep, 14:02 · Priyanka Shah1 h 8 min
  2. In progress9 Sep, 15:10 · Carlos Mendes30 min
  3. Resolved9 Sep, 15:40 · Carlos MendesWorkaround

Response target 8 working hours · taken in 68 min

20.10 Whooper Swan

Hybrid meeting room · Display litSpace page
8. Chooses between the laptop inputs, Kramer SWT3-31-HU · Behind the display7. In-room network switch, Netgear AV Line M4250-9G1F-PoE+ (GSM4210PD) · Behind the displayPlate A: Wall plate behind display 1. 4 Type B sockets, 3 data ports. Power 1: Display Power 2: Video bar Power 3: HDBaseT receivers Power 4: Chooses between the laptop inputs Data 1: Display Data 2: In-room network switch Data 3: sparePlate A: Wall plate behind display 1. 4 Type B sockets, 3 data ports. Power 1: Display Power 2: Video bar Power 3: HDBaseT receivers Power 4: Chooses between the laptop inputs Data 1: Display Data 2: In-room network switch Data 3: spare11. HDBaseT receivers, Kramer EXT3-POE-XR-R · Behind the displayMarker board3. Video bar, Poly Studio X72 · Display wall1. Display (75 in shown) · Display wall12. HDBaseT receivers, Kramer EXT3-POE-XR-R · Behind the displayPlate B: Wall plate behind display 2. 4 Type B sockets, 2 data ports. Power 5: Display Power 6: HDBaseT receivers Power 7: In-room network switch Power 8: spare Data 4: Display Data 5: Video barPlate B: Wall plate behind display 2. 4 Type B sockets, 2 data ports. Power 5: Display Power 6: HDBaseT receivers Power 7: In-room network switch Power 8: spare Data 4: Display Data 5: Video bar2. Display (75 in shown) · Display wall6. Microphone, Poly Studio Expansion Microphone · On the deskPlate D: Wall plate outside the door, behind the booking panel. 1 data port. Data 1: Scheduler panel13. Scheduler panel, Logitech Tap Scheduler · outside the door9. HDBaseT transmitters, one per side table, Kramer EXT3-C-XR-T · Below the table10. HDBaseT transmitters, one per side table, Kramer EXT3-C-XR-T · Below the table4. Touch controller, Poly TC10 · On the desk4. Touch controller, Poly TC10 · On the deskPlate C: Floor box in the floor under the table. 4 Type B sockets, 2 data ports, 5 direct runs. Power 1: HDBaseT transmitters, one per side table Power 2: HDBaseT transmitters, one per side table Power 3: spare Power 4: spare Data 1: Touch controller Data 2: spare Direct run 1: HDBaseT link 1 Direct run 2: HDBaseT link 2 Direct run 3: table microphone 1 Direct run 4: table microphone 2 Direct run 5: spare5. Microphone, Poly Studio Expansion Microphone · On the deskTrack behind the displayTray under the tablespineFloor boxFloor duct, in the floorFloor duct, in the floorWall riser, up to the trackTray under the tableTray under the tableTray under the tableFloor boxPlate A: cabled up inside the wall to the ceiling above the door, back to the comms roomPlate B: cabled up inside the wall to the ceiling above the door, back to the comms roomPlate C: cabled through the floor void to the ceiling above the door, back to the comms roomHDMI: Video bar HDMI out 1 to Display 1 HDMI in, via the track behind the displayHDMI: Video bar HDMI out 2 to Display 2 HDMI in, via the track behind the displayCat 6A: HDBaseT transmitter 1 HDBaseT to HDBaseT receiver 1 HDBaseT, via the table tray, the cable spine, floor box C, the floor duct, the wall riser and the track behind the displayCat 6A: HDBaseT transmitter 2 HDBaseT to HDBaseT receiver 2 HDBaseT, via the table tray, the cable spine, floor box C, the floor duct, the wall riser and the track behind the displayUSB-C: HDBaseT transmitter 1 USB-C to a laptop, via the table trayUSB-C: HDBaseT transmitter 2 USB-C to a laptop, via the table trayHDMI: HDBaseT receiver 1 HDMI out to Chooses between the laptop inputs HDMI in 2, via the track behind the displayHDMI: HDBaseT receiver 2 HDMI out to Chooses between the laptop inputs HDMI in 3, via the track behind the displayUSB: HDBaseT receiver 1 USB-B to Chooses between the laptop inputs USB-B 2, via the track behind the displayUSB: HDBaseT receiver 2 USB-B to Chooses between the laptop inputs USB-B 3, via the track behind the displayHDMI: Chooses between the laptop inputs HDMI out 1 to Video bar HDMI in, via the track behind the displayUSB: Chooses between the laptop inputs USB-A 2 to Video bar USB-C, via the track behind the displayCat 6: Chooses between the laptop inputs LAN to In-room network switch LAN 2, via the track behind the displayCat 6: Video bar LAN 2 to In-room network switch LAN 1, via the track behind the displayCat 6: In-room network switch LAN 9 to plate A, data 2, via the track behind the displayCat 6: Video bar LAN 1 to plate B, data 5, via the track behind the displayCat 6: Display 1 LAN to plate A, data 1, via the track behind the displayCat 6: Display 2 LAN to plate B, data 4, via the track behind the displayMicrophone: Microphone 1 mic port to Video bar mic port, via the table tray, the cable spine, floor box C, the floor duct, the wall riser and the track behind the displayCat 6: Touch controller LAN to plate C, data 1, via the table tray, the cable spine and floor box CCat 6: Scheduler panel LAN to plate D, data 1, plugged in beside itPower: Display 1 power to plate A, power 1, via the track behind the displayPower: Video bar power to plate A, power 2, via the track behind the displayPower: HDBaseT receiver 1 power to plate A, power 3, via the track behind the displayPower: Chooses between the laptop inputs power to plate A, power 4, via the track behind the displayPower: Display 2 power to plate B, power 5, via the track behind the displayPower: HDBaseT receiver 2 power to plate B, power 6, via the track behind the displayPower: In-room network switch power to plate B, power 7, via the track behind the displayPower: HDBaseT transmitter 1 power to plate C, power 1, via the table tray, the cable spine and floor box CPower: HDBaseT transmitter 2 power to plate C, power 2, via the table tray, the cable spine and floor box CWhere the data comes in: above the door, from Comms room (MDF) 20.141. Display12. Display23. Video bar36. Microphone64. Touch controller45. Microphone58. Chooses between the laptop inputs, behind the display87. In-room network switch, behind the display711. HDBaseT receivers, behind the display1112. HDBaseT receivers, behind the display1213. Scheduler panel, at the door139. HDBaseT transmitters, one per side table, below the table910. HDBaseT transmitters, one per side table, below the table10Plate A: Wall plate behind display 1. 4 Type B sockets, 3 data ports. Power 1: Display Power 2: Video bar Power 3: HDBaseT receivers Power 4: Chooses between the laptop inputs Data 1: Display Data 2: In-room network switch Data 3: spareAPlate B: Wall plate behind display 2. 4 Type B sockets, 2 data ports. Power 5: Display Power 6: HDBaseT receivers Power 7: In-room network switch Power 8: spare Data 4: Display Data 5: Video barBPlate D: Wall plate outside the door, behind the booking panel. 1 data port. Data 1: Scheduler panelDPlate C: Floor box in the floor under the table. 4 Type B sockets, 2 data ports, 5 direct runs. Power 1: HDBaseT transmitters, one per side table Power 2: HDBaseT transmitters, one per side table Power 3: spare Power 4: spare Data 1: Touch controller Data 2: spare Direct run 1: HDBaseT link 1 Direct run 2: HDBaseT link 2 Direct run 3: table microphone 1 Direct run 4: table microphone 2 Direct run 5: spareC

Drawn to scale · 6.60 × 5.20 m, 34.3 m² · 8 seats · Outlets: Type A, B sockets; US plates, 70 mm wide and 46 mm more a gang; floor boxes with a 300 mm lid · C-shaped table 4.8 × 1.6 m, nearest edge 1.45 m from the display wall

Record

Timeline

Every event: who, what, when and where it came from
  1. 9 Sept

  2. Carlos Mendes Resolved, workaround: Set the input back to HDMI 1. Left automatic input switching on, as the space type does not say; asked for it to be settled in the X72 swap (T-1206).

    ServiceNow · INC0041121

  3. Carlos Mendes Took it: In the room. Automatic input switching is on in the display's menu.

    ServiceNow · INC0041121

  4. rule: Match tickets to spaces (Priya) Matched to display 1 in Whooper Swan. Monitoring: the display changed input from HDMI 1 to HDMI 2 at 11:31 and 13:47 today. ·

  5. Priyanka Shah Came in: Raised from the self-service portal after the second time.

    ServiceNow · INC0041121

  6. Keia Atlas Proposed P3, from impact and urgency

  7. 22 Mar 2021

  8. Asset register Whooper Swan display 1 installed

    DEMO-NYC-000652 · AG-000652

Wiring, with the display's path lit

15 signal cables, 15 to outlets
VideoHDBaseTUSBNetworkAudio

Everything its signal passes through is lit.

Where it startsCarried, switched and processedWhere it endsHDMI: Video bar, hdmi-out-1 to Display 1, hdmi-in-1HDMI: Video bar, hdmi-out-2 to Display 2, hdmi-in-1Cat 6A: HDBaseT transmitters, one per side table 1, hdbaset-1 to HDBaseT receivers 1, hdbaset-1Cat 6A: HDBaseT transmitters, one per side table 2, hdbaset-1 to HDBaseT receivers 2, hdbaset-1USB-C: HDBaseT transmitters, one per side table 1, usb-c-1 to LaptopUSB-C: HDBaseT transmitters, one per side table 2, usb-c-1 to LaptopHDMI: HDBaseT receivers 1, hdmi-out-1 to Chooses between the laptop inputs, hdmi-in-2HDMI: HDBaseT receivers 2, hdmi-out-1 to Chooses between the laptop inputs, hdmi-in-3USB: HDBaseT receivers 1, usb-b-1 to Chooses between the laptop inputs, usb-b-2USB: HDBaseT receivers 2, usb-b-1 to Chooses between the laptop inputs, usb-b-3HDMI: Chooses between the laptop inputs, hdmi-out-1 to Video bar, hdmi-in-1USB: Chooses between the laptop inputs, usb-a-2 to Video bar, usb-c-1Cat 6: Chooses between the laptop inputs, lan-1 to In-room network switch, lan-2Cat 6: Video bar, lan-2 to In-room network switch, lan-1Poly microphone: Microphone 1, mic-1 to Video bar, mic-1Video bar, Poly Studio X72Video barPoly Studio X72hdmi-in-1 · HDMIusb-c-1 · USB-Cmic-1 · Proprieta…hdmi-out-1 · HDMIhdmi-out-2 · HDMIlan-2 · RJ45Network, behind the display #5Network, behind the…Power, behind the display #2Power, behind the d…Display 1, Model set per projectDisplay 1Model set per projecthdmi-in-1Network, behind the display #1Network, behind the…Power, behind the display #1Power, behind the d…Display 2, Model set per projectDisplay 2Model set per projecthdmi-in-1Network, behind the display #4Network, behind the…Power, behind the display #5Power, behind the d…HDBaseT transmitters, one per side table 1, Kramer EXT3-C-XR-THDBaseTtransmitters…Kramer EXT3-C-XR-Tusb-c-1 · USB-Chdbaset-1 · RJ45Power, under the table #1Power, under the ta…HDBaseT receivers 1, Kramer EXT3-POE-XR-RHDBaseTreceivers 1Kramer EXT3-POE-XR-Rhdbaset-1 · RJ45hdmi-out-1 · HDMIusb-b-1 · USB-BPower, behind the display #3Power, behind the d…HDBaseT transmitters, one per side table 2, Kramer EXT3-C-XR-THDBaseTtransmitters…Kramer EXT3-C-XR-Tusb-c-1 · USB-Chdbaset-1 · RJ45Power, under the table #2Power, under the ta…HDBaseT receivers 2, Kramer EXT3-POE-XR-RHDBaseTreceivers 2Kramer EXT3-POE-XR-Rhdbaset-1 · RJ45hdmi-out-1 · HDMIusb-b-1 · USB-BPower, behind the display #6Power, behind the d…Laptop, The person's ownLaptopThe person's owncableChooses between the laptop inputs, Kramer SWT3-31-HUChoosesbetween the…Kramer SWT3-31-HUhdmi-in-2 · HDMIhdmi-in-3 · HDMIusb-b-2 · USB-Busb-b-3 · USB-Bhdmi-out-1 · HDMIusb-a-2 · USB-Alan-1 · RJ45Power, behind the display #4Power, behind the d…In-room network switch, Netgear AV Line M4250-9G1F-PoE+ (GSM4210PD)In-roomnetwork…Netgear AV Line M425…lan-2 · RJ45lan-1 · RJ45Network, behind the display #2Network, behind the…Power, behind the display #7Power, behind the d…Microphone 1, Poly Studio Expansion MicrophoneMicrophone 1Poly Studio Expansio…mic-1 · RJ11Touch controller, Poly TC10TouchcontrollerPoly TC10Network, under the table #1Network, under the …Scheduler panel, Logitech Tap SchedulerSchedulerpanelLogitech Tap Schedul…Network, at the door #1Network, at the doo…
List every cable
CableFromTo
HDMIVideo bar, hdmi-out-1Display 1, hdmi-in-1
HDMIVideo bar, hdmi-out-2Display 2, hdmi-in-1
Cat 6AHDBaseT transmitters, one per side table 1, hdbaset-1HDBaseT receivers 1, hdbaset-1Direct cable run 1
Cat 6AHDBaseT transmitters, one per side table 2, hdbaset-1HDBaseT receivers 2, hdbaset-1Direct cable run 2
USB-CHDBaseT transmitters, one per side table 1, usb-c-1LaptopLeft side table
USB-CHDBaseT transmitters, one per side table 2, usb-c-1LaptopRight side table
HDMIHDBaseT receivers 1, hdmi-out-1Chooses between the laptop inputs, hdmi-in-2
HDMIHDBaseT receivers 2, hdmi-out-1Chooses between the laptop inputs, hdmi-in-3
USBHDBaseT receivers 1, usb-b-1Chooses between the laptop inputs, usb-b-2
USBHDBaseT receivers 2, usb-b-1Chooses between the laptop inputs, usb-b-3
HDMIChooses between the laptop inputs, hdmi-out-1Video bar, hdmi-in-1
USBChooses between the laptop inputs, usb-a-2Video bar, usb-c-1Device mode
Cat 6Chooses between the laptop inputs, lan-1In-room network switch, lan-2The switch powers the switcher (PoE)
Cat 6Video bar, lan-2In-room network switch, lan-1Link-local network for Poly IP accessories
Cat 6In-room network switch, lan-9Data outlet 2, behind the displayUplink
Cat 6Video bar, lan-1Data outlet 5, behind the display
Cat 6Display 1, lan-1Data outlet 1, behind the display
Cat 6Display 2, lan-1Data outlet 4, behind the display
Poly microphoneMicrophone 1, mic-1Video bar, mic-1The second microphone chains from the first (house assumption)
Cat 6Touch controller, lan-1Data outlet 1, below the table
Cat 6Scheduler panel, lan-1Data outlet 1, at the door
PowerDisplay 1, power-inPower outlet 1, behind the display
PowerVideo bar, power-inPower outlet 2, behind the display
PowerHDBaseT receivers 1, power-inPower outlet 3, behind the display
PowerChooses between the laptop inputs, power-inPower outlet 4, behind the display
PowerDisplay 2, power-inPower outlet 5, behind the display
PowerHDBaseT receivers 2, power-inPower outlet 6, behind the display
PowerIn-room network switch, power-inPower outlet 7, behind the display
PowerHDBaseT transmitters, one per side table 1, power-inPower outlet 1, below the table
PowerHDBaseT transmitters, one per side table 2, power-inPower outlet 2, below the table
Raw

Raw

The audit log for this job
9 Sep, 15:40 INC0041121 is resolvedCarlos Mendes · ServiceNow9 Sep, 15:10 Carlos Mendes took INC0041121Carlos Mendes · ServiceNow9 Sep, 14:04 Done automatically: Matched to display 1 in Whooper Swan. Monitoring: the display changed input from HDMI 1 to HDMI 2 at 11:31 and 13:47 todayMatch tickets to spaces (Priya Nair) · Keia Atlas9 Sep, 14:02 Proposed P3 for INC0041121Keia Atlas · Keia Atlas9 Sep, 14:02 INC0041121 is newPriyanka Shah · ServiceNow

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See Keia Atlas the way someone else does. A demo: nobody signs in.

Viewing asAnna ByrneAV and IT delivery engineer · EMEA

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About INC0041121 Left screen in Whooper Swan switches to the wrong input during calls

Goes to Sofia Reyes, Service manager, AV. Reviewed within five working days.