Keia Atlas

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

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IncidentINC0041190

ResolvedOn call: Carlos Mendes until Monday 08:00SimulatedServiceNow · INC0041190 · 09:20

Kestrel touch panel stuck on "Not paired"

Resolved at 09:20 · Workaround · took 28 minchecked just now

  1. New17 Oct, 08:52 · Priya Anand13 min
  2. In progress17 Oct, 09:05 · Grace Kim15 min
  3. Resolved17 Oct, 09:20 · Grace KimWorkaround

Response target 8 working hours · taken in 13 min

12.06 Kestrel

Small meeting room · Touch controller litSpace page
5. HDBaseT receiver at the display, Kramer EXT3-POE-XR-R · Behind the displayPlate A: Wall plate behind the display. 8 Type B sockets, 4 data ports. Power 1: Display Power 2: HDBaseT receiver at the display Power 3: Video bar Power 4: spare Power 5: spare (only in bigger builds) Power 6: spare (only in bigger builds) Power 7: spare (only in bigger builds) Power 8: spare (only in bigger builds) Data 1: Display Data 2: Video bar Data 3: spare Data 4: spare2. Video bar, Poly Studio X52 · Display wallPlate A: Wall plate behind the display. 8 Type B sockets, 4 data ports. Power 1: Display Power 2: HDBaseT receiver at the display Power 3: Video bar Power 4: spare Power 5: spare (only in bigger builds) Power 6: spare (only in bigger builds) Power 7: spare (only in bigger builds) Power 8: spare (only in bigger builds) Data 1: Display Data 2: Video bar Data 3: spare Data 4: spare1. Display (85 in shown) · Display wallPlate B: Floor box in the floor under the table. 2 Type B sockets, 2 data ports, 5 direct runs. Power 1: HDBaseT transmitter Power 2: spare Data 1: Touch controller Data 2: spare Direct run 1: HDBaseT link to the display wall Direct run 2: extra microphone (optional) Direct run 3: spare Direct run 4: spare Direct run 5: spare4. HDBaseT transmitter, Kramer EXT3-C-XR-T · Below the tablePlate D: Wall plate outside the door, behind the booking panel. 1 data port. Data 1: Scheduler panel6. Scheduler panel, Logitech Tap Scheduler · outside the doorPlate C: Floor box in the floor by the table. 2 Type B sockets. Power 1: spare Power 2: spareMarker board3. Touch controller, Poly TC10 · On the desk3. Touch controller, Poly TC10 · On the deskTrack behind the displayTray under the tableUp the table legFloor cable coverFloor boxFloor boxFloor duct, in the floorFloor duct, in the floorWall riser, up to the trackPlate A: cabled up inside the wall to the ceiling above the door, back to the comms roomPlate B: cabled through the floor void 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 HDMI in, via the track behind the displayCat 6: Display LAN to plate A, data 1, via the track behind the displayCat 6: Video bar LAN to plate A, data 2, via the track behind the displayCat 6: Touch controller LAN to plate B, data 1, via the table tray, the table leg, the floor cable cover and floor box BCat 6A: HDBaseT transmitter HDBaseT to HDBaseT receiver at the display HDBaseT, via the table tray, the table leg, the floor cable cover, floor box B, the floor duct, the wall riser and the track behind the displayUSB-C: HDBaseT transmitter USB-C to a laptop, via the table trayHDMI: HDBaseT receiver at the display HDMI out to Video bar HDMI in, via the track behind the displayUSB: HDBaseT receiver at the display USB-B to Video bar USB-C, via the track behind the displayCat 6: Scheduler panel LAN to plate D, data 1, plugged in beside itPower: Display power to plate A, power 1, via the track behind the displayPower: HDBaseT receiver at the display power to plate A, power 2, via the track behind the displayPower: HDBaseT transmitter power to plate B, power 1, via the table tray, the table leg, the floor cable cover and floor box BPower: Video bar power to plate A, power 3, via the track behind the displayWhere the data comes in: above the door, from Comms room (MDF) 12.111. Display12. Video bar23. Touch controller3Plate C: Floor box in the floor by the table. 2 Type B sockets. Power 1: spare Power 2: spareC5. HDBaseT receiver at the display, behind the display54. HDBaseT transmitter, below the table46. Scheduler panel, at the door6Plate A: Wall plate behind the display. 8 Type B sockets, 4 data ports. Power 1: Display Power 2: HDBaseT receiver at the display Power 3: Video bar Power 4: spare Power 5: spare (only in bigger builds) Power 6: spare (only in bigger builds) Power 7: spare (only in bigger builds) Power 8: spare (only in bigger builds) Data 1: Display Data 2: Video bar Data 3: spare Data 4: spareAPlate D: Wall plate outside the door, behind the booking panel. 1 data port. Data 1: Scheduler panelDPlate B: Floor box in the floor under the table. 2 Type B sockets, 2 data ports, 5 direct runs. Power 1: HDBaseT transmitter Power 2: spare Data 1: Touch controller Data 2: spare Direct run 1: HDBaseT link to the display wall Direct run 2: extra microphone (optional) Direct run 3: spare Direct run 4: spare Direct run 5: spareB

Drawn to scale · 3.66 × 6.10 m, 22.3 m² · 6 seats · Outlets: Type A, B sockets; US plates, 70 mm wide and 46 mm more a gang; floor boxes with a 300 mm lid · Table 3.0 × 1.2 m (house choice)

Record

Timeline

Every event: who, what, when and where it came from
  1. 17 Oct

  2. Grace Kim Resolved, workaround: Paired the touch controller again from the video bar's admin page. It worked straight away. The cause is not fixed: it can happen after the next scheduled restart.

    ServiceNow · INC0041190

  3. Grace Kim Took it: Pairing it again from the video bar's admin page.

    ServiceNow · INC0041190

  4. rule: Match tickets to spaces (Priya) Matched to the Kestrel touch controller at the Chicago office. Device management: the video bar restarted at 03:00 for its scheduled restart; the touch controller has not paired with it since. ·

  5. Priya Anand Came in: The touch panel on the table says Not paired. We have a call at 09:30.

    ServiceNow · INC0041190

  6. Keia Atlas Proposed P3, from impact and urgency

  7. 10 Oct 2022

  8. Asset register Kestrel touch controller installed

    DEMO-CHI-000030 · AG-000030

Wiring, with the touch controller's path lit

5 signal cables, 8 to outlets
VideoHDBaseTUSB

Everything its signal passes through is lit.

Where it startsCarried, switched and processedWhere it endsHDMI: Video bar, hdmi-out-1 to Display, hdmi-in-1Cat 6A: HDBaseT transmitter, hdbaset-1 to HDBaseT receiver at the display, hdbaset-1USB-C: HDBaseT transmitter, usb-c-1 to LaptopHDMI: HDBaseT receiver at the display, hdmi-out-1 to Video bar, hdmi-in-1USB: HDBaseT receiver at the display, usb-b-1 to Video bar, usb-c-1Video bar, Poly Studio X52Video barPoly Studio X52hdmi-in-1 · HDMIusb-c-1 · USB-Chdmi-out-1 · HDMINetwork, behind the display #2Network, behind the di…Power, behind the display #3Power, behind the disp…Display, Model set per projectDisplayModel set per projecthdmi-in-1Network, behind the display #1Network, behind the di…Power, behind the display #1Power, behind the disp…Touch controller, Poly TC10Touch controllerPoly TC10Network, under the table #1Network, under the tab…HDBaseT transmitter, Kramer EXT3-C-XR-THDBaseTtransmitterKramer EXT3-C-XR-Tusb-c-1 · USB-Chdbaset-1 · RJ45Power, under the table #1Power, under the table…HDBaseT receiver at the display, Kramer EXT3-POE-XR-RHDBaseT receiverat the displayKramer EXT3-POE-XR-Rhdbaset-1 · RJ45hdmi-out-1 · HDMIusb-b-1 · USB-BPower, behind the display #2Power, behind the disp…Laptop, The person's ownLaptopThe person's owncableScheduler panel, Logitech Tap SchedulerScheduler panelLogitech Tap SchedulerNetwork, at the door #1Network, at the door #1
List every cable
CableFromTo
HDMIVideo bar, hdmi-out-1Display, hdmi-in-1
Cat 6Display, lan-1Data outlet 1, behind the display
Cat 6Video bar, lan-1Data outlet 2, behind the display
Cat 6Touch controller, lan-1Data outlet 1, below the table
Cat 6AHDBaseT transmitter, hdbaset-1HDBaseT receiver at the display, hdbaset-1In direct cable run 1, floor box to display wall. The receiver powers the transmitter over this cable.
USB-CHDBaseT transmitter, usb-c-1LaptopThe table cable people plug their laptop into
HDMIHDBaseT receiver at the display, hdmi-out-1Video bar, hdmi-in-1
USBHDBaseT receiver at the display, usb-b-1Video bar, usb-c-1Laptop USB through to the video bar, for device mode
Cat 6Scheduler panel, lan-1Data outlet 1, at the door
PowerDisplay, power-inPower outlet 1, behind the display
PowerHDBaseT receiver at the display, power-inPower outlet 2, behind the display
PowerHDBaseT transmitter, power-inPower outlet 1, below the tableOptional: the transmitter can also run on power from the receiver
PowerVideo bar, power-inPower outlet 3, behind the display
Raw

Raw

The audit log for this job
17 Oct, 09:20 INC0041190 is resolvedGrace Kim · ServiceNow17 Oct, 09:05 Grace Kim took INC0041190Grace Kim · ServiceNow17 Oct, 08:53 Done automatically: Matched to the Kestrel touch controller at the Chicago office. Device management: the video bar restarted at 03:00 for its scheduled restart; the touch controller has not paired with it sinceMatch tickets to spaces (Priya Nair) · Keia Atlas17 Oct, 08:52 Proposed P3 for INC0041190Keia Atlas · Keia Atlas17 Oct, 08:52 INC0041190 is newPriya Anand · 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 INC0041190 Kestrel touch panel stuck on "Not paired"

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