Digital Operations. System & Site Issues. User Guide

Transcription

1 System & Site Issues User Guide V1.0 02/10/2015

2 Table of Contents Purpose... 1 Objectives... 1 Behind the Scenes... 2 Listing Feed to the Master Data (MDM)... 2 Master Data (MDM) to Listings Database (LDB)... 2 Product Feed... 3 Image and Logo Processing... 3 Batch Cycle Process... 3 Indexing... 4 Index to YP Site... 4 Images and Logos... 5 CDN (Logos) to the Site... 5 Feedback Files... 5 Definitions Site and System Issues... 6 What is a Site Issue?... 6 What is a System Issue?... 6 How Are Site and System Issues Reported?... 7 Sales... 7 Customer Support Groups... 8 Validation Site Issue or System Issue... 9 Decision Point... 9 Issue Matrix Ticket Formats Listing Address Validation System Issues In Region Advertisers Who Resolves Remedy Tickets? Help Desk Service Level Agreement (SLA) Digital Region and National Advertisers Escalate System Issues Site Issues Site Issue Form Submission Site Issue Service Level Agreement (SLA) Resolved Site Issue Average Ages by Department Escalate Site Issues Who Validates Site Issues for Escalation? Escalation Criteria i

3 Submit the Escalation After Escalation Site Issues System Issues System Release Dates CIO Series Release Schedule CSS Series Release Schedule Appendix A Document Information Authorship ii

4 Purpose The purpose of this document is to serve as a reference for the and National Digital Operations processes and procedures needed to validate, submit, and escalate site issues and system issues in their respective region. Objectives Using this training reference, and National will be able to: Define system issues and site issues Validate the issue Determine if the account is a site or system issue Use the various tools to submit system issues Escalate system issues Submit and escalate site issues Describe the resolution process once an issue has been escalated

5 Behind the Scenes In order to understand a system or site issue, it may help to understand the journey of a yp.com listing. Listing Feed to the Master Data (MDM) 1. Listing Data is transferred live from A-Frontier to the MDM. CSS and additional reseller listing data is transferred when it is received. Master Data (MDM) to Listings Database (LDB) 2. The listings contained within the MDM are automatically transferred to the Listings DB with the associated YID added.

6 Product Feed 3. Product Data is transferred from CSS to A-Frontier. A-Frontier feeds the Product Data and Image Name to the LDB 4 times a day via a batch process. The batch process runs daily at 9 AM, 12 PM, 3 PM, 7 PM. Image and Logo Processing 4. Image and Logo data is transferred to the Server from ifulfill and A-Frontier. Batch Cycle Process 5. This batch process usually takes less than 3 hours, but can sometimes take longer, depending on the amount of data being transferred. Regular Batch Cycle (When batch cycles run less than 3 hours)

7 Indexing 6. Organic Listing and More Information Page Indexing runs every 90 minutes: First Run 6:15 AM Last Run 6:15 PM Paid Listing Indexing occurs daily: 9:00AM and 7:00PM Index to YP Site 7. Once indexing is complete, the data feeds to yp.com. Images and Logos 8. Images and Logos saved to the Server are sent to an Image Staging Server and to the Content Delivery Network. Image staging is a 3-hour process. This 3-hour process can cause logo delays on-site. CDN (Logos) to website

8 9. Once the record ID is available on the website, the CDN transfers the associated image to its matching record on the website, and the listing with logo is complete. Feedback Files 10. Feedback files are sent 3 times a day to CSS. Inventory Control feedback files are sent once a day. If any of the above processes fail, a site or system issue may occur. Definitions Site and System Issues What is a Site Issue? A site issue is submitted when there is an error of appearance on yp.com that conflicts with what is defined in the systems. Site Issues may also include issues with: Advertiser content on Advertising Solutions Customer Portal (ASCP)

9 Reporting inconsistencies on ASCP Requests to remove user generated content Extended distribution appearance Call Tracking Number (CTN) reporting and recording Listing publishing Site issue reporters submit site issues by filling out the Site Issue form. The site issue is stored, monitored, and updated in JIRA for site issue progression and resolution. What is a System Issue? A system issue is identified when a given system or application is not performing as intended. In Region System Issues are handled by creating, monitoring, and resolving Help Desk tickets, also known as Remedy Incidents. Remedy is the system used to create, store, monitor, and update help desk ticket progression and resolution. The National Channel creates system issues in JIRA. How Are Site and System Issues Reported? There are various channels that digital operations may receive site and system issues. Sales Once sales has identified that an advertiser is experiencing a problem with their ad, sales will submit the Change (DOC) Escalation Form located on the Internet Sales Reference (ISR) site. The DOC form automatically creates SFDC incidents and change tasks for the appropriate region s Customer Support teams.

10 Customer Support Groups Sales and advertisers may also opt to or call our Customer Support teams. Customer Support will need to triage the issue and determine if the problem is a site issue or a system issue. Customer Service Groups Support s Contact TN Manager Customer Support Digital Region CustomerSupport@yp (866)570-xxxx Option 2 Convergys Escalation Managers In Region

11 IYP Service Managers Sales & Advertising Support National Channel Escalations/Claims Validation Site Issue or System Issue Before opening a help desk Remedy ticket or submitting the site issue form, must validate between systems. Decision Point In Region Advertisers If the information in CSS matches A-Frontier (22 state): Site Issue CSS/A-Frontier Mismatches: System Issue Digital Region & National Advertisers A-Frontier/yp.com Mismatches: Site Issue System Issues are generally systemic problems that are reported to Ops Delivery and tracked in JIRA. Larger system issues may be reported directly to the Op Center (opcenter@yp). Be aware of indexing delays that may have occurred within the last 24 hours.

12 Issue Matrix Once you have determined that you do not have a system issue, use the following matrix verifications as a reference before submitting a site issue. YP Proprietary Information (Internal Use Only) 2013 YP Intellectual Property LLC. All rights reserved. YP, the YP logo and all other YP marks contained herein are trademarks of YP Intellectual Property LLC and/or YP affiliated companies. 02/10/2014 All other marks contained herein are the property of their respective owners. Page 9

13 Item Placement (Heading) Verify: Item is keyed in the correct heading. Item has a current live date. Search results on yp.com are returning category not name searches. In Region: The heading name in the item list matches the heading name in the flexible content fields. If the heading name in the item list does not match the heading name in the flex content fields: system Issue More Information Page Incorrect Have user update information in LUI National Ops will update information in A-Frontier If information was updated and there were no indexing delays, then create the site issue. Provide a link to the MIP info in LUI and a link to what is on site. Points error Search for specific appearances by heading and directory. A phone number search may not display the appearance you re validating. Verify: Points are on the same listing All items are live Point combinations are valid (Invalid Example: XNVOV and XNVPR) Points match what is on site

14 Art/PAO error Verify: Artwork in production tool (i.e. Afrontier image load, Content Collection Form in ifulfill) vs requested artwork In Region Ensure MPI for PAO item matches a valid ad in PM Have artist(s) rework art via BAU change process if the artwork is incorrect in system If artwork is correct in source system, add screenshot of artwork & file name from source system in the site issue ticket Distribution Graphic Error Verify: Artwork in production tool. Have artist(s) rework art via BAU change process if the artwork is incorrect in system. If artwork is correct in source system, add screenshot of artwork & file name from source system in the site issue ticket Free Listings Issues impacting free listings should not be escalated unless the issue is impacting a pending sale or the issue is also impacting paid advertisers. Cancelled in CSS & live on site (In Region) System Issue Not Site Issue (800) option 1 Provide the Price Plan ID Provide IYP Unique Item ID if PPID is unavailable Provide Customer ID of the items that should have been cancelled Ticket Formats Identify the type of issue by looking at the Ticket format.

15 Ticket Id T icket Type INC In Region Help Desk Ticket ESC-1234 Escalated Ops Center Ticket ADS-1234 National System Ticket SI-12345, DT state Site Issue Ticket (YPC) Listing Address Validation YP.com uses information from the United States Postal Service to standardize address information displayed on YP.com. This allows us to have a single 3 rd party and highly qualified source of address information to ensure that all addresses are accurate and our maps and driving directions display and work correctly for all listings on site. Prior to changing an address in CSS, A-Frontier or LUI or opening a Site Issue to request a manual override, use the following guidelines for validating advertiser listing address and standardization using the USPS web site. How to Validate City Names & ZIP Codes Scenario: An advertiser contacts us stating that their city name or zip code is not displayed properly on site. The advertiser may request to change their city name or zip code. Sample Address: Via Escolar San Juan Capistrano, CA A-Frontier s listing address matches the sample address. On yp.com, the city name appears as Mission Viejo.

16 1. Go to USPS : / 2. C lick on Look Up a Zip Code u nder Quick Tools The Loop Up a Zip Code page will return. 3. C lick on the Cities by ZIP Code tab 4. Enter the A - Frontier listing ZIP c ode 5. Click on Find

17 Two types of city names return: Preferred City and the Acceptable City 6. Click on the By Address tab 7. Search the address using the Preferred City name that was returned in the ZIP Code Search 8. Click on Find

18 The address result should match what is displayed on YP.com. YP.com will only display Preferred City names. In this example, we sent San Juan Capistrano to yp.com, but standardization updated the city name to Mission Viejo because it is the Preferred City name per the United States Post Office. If a listing on yp.com is displaying an Acceptable City Name instead of the Preferred City, submit a site issue. How to Validate a Street Address Scenario: An advertiser contacts us stating that their street address is not displayed properly on site or is requesting to change their listed address. Sample Address: 105 Atwood Place Huron, OH CSS s listing address matches the sample address. On yp.com, the Street Address appears as Atwood Pl

19 1. Go to USPS : / 2. C lick on Look Up a Zip Code under Quick Tools The Loop Up a Zip C ode page will return. 3. C lick on the Cities by ZIP Code tab 4. Enter the CSS listing ZIP code

20 5. Click on Find The Preferred City, the Acceptable City, and a list of unacceptable cities return. 9. Click on the By Address tab 10. Search the address using the Preferred City name that was returned in the ZIP Code Search 11. Click on Find The address result should match what is displayed on YP.com.

21 If a listing on yp.com is displaying an inaccurate address, submit a site issue. System Issues System Issues are identified when a given system or application is not behaving as intended. In Region Advertisers There are 3 options to creating a Help Desk ticket for In Region Advertisers: Call the Help Desk: (800) Select Option 1 Click on the Help Desk Support Remedy Web Ticketing link on the CSS Startup menu Access the Remedy Ticketing System link:

22 Remedy Ticketing System Follow the steps below to create a a help desk ticket in the Remedy Ticketing System. 1. Log in to the Remedy Ticketing System: using Single Sign On s (SSO) Username and Password 2. Click on Create Request on the Helpdesk Incidents tab. A separate New Request window will return. Your contact information is auto-populated as the Requester. 3. Verify the populated Phone* number in the event that the Help Desk needs to contact you. Edit the Phone* number, if necessary. Request Details 4. Hover over the application that you are experiencing system issues with in the Summary dropdown.

23 A sub-menu will return beside the application selection. 5. Select the applicable sub-menu issue. 6. Additional confirmation fields may return, based off the Summary selection. In this example, the Salesforce (SFDC) Issue asked to confirm if the keying system is CSS. An Additional Information tab may return, based off the keying system selection. 7. Click on the Requester and Request Details tab. 8. Add specific and detailed Notes describing the system issue. The Urgency dropdown may be an editable field, dependent on the Summary selection. 9. Provide your Device/Computer Name* 10. Click on Add Attachment to add a screenshot of the issue. The Add Attachment window allows you to add attachments, related notes, and display a preview of the attachment.

24 11. If available, click on the Additional Information tab. 12. Provide as many details as possible in the applicable fields provided. 13. Save. A confirmation window will confirm the Help Desk incident request. 14. Refresh or F5 to view the Remedy Help Desk ticket number and status in the Requester Console. An will also confirm the Remedy Incident Help Desk Ticket #. Who Resolves Remedy Tickets? The AMDOCS Help Desk Team and/or AMDOCS BA Analysts will contact you if additional information is needed from your Remedy Incident and when the issue is resolved.

25 Help Desk Service Level Agreement (SLA) The data below highlights the expected turnaround time for help desk ticket response, repair, and resolution. Metric Measurement Standard High Ticket Response 1 business day 60 minutes Ticket Repair Ticket Resolution 3 business days 1 business day 30 calendar days 10 business days A monthly report is managed by Ops Delivery for all open Remedy Incident tickets. Digital Region and National Advertisers Escalate System Issues If a system issue needs escalation, the escalation request to opsdelivery@yp.com with the ticket information and description of issue.

26 Site Issues All 50 states and the National Channel will submit site issue forms. Site Issue Form Submission 1. Click on the Site Issue Form link: 2. Select Site Issue in the issue type dropdown 3. Click Go 4. Fill out the site issue details and description fields 5. Add Attachments, when applicable 6. Complete your contact information

27 A confirmation page will provide an assigned site issue ticket number. System & Site Issues

28 A confirmation will also be sent to the site issue submitter with the site issue ticket number and creation details. The site issue is now captured in JIRA, assigned to the Site Issue Project where it will be assigned to a user to analyze. The SI Analyst will analyze the validity of the submission and triage the site issue to the owning project responsible for the fix. The appropriate project owners will track and monitor the progression in JIRA. The site issue number (SI-1234) may update to a new unique identifier (AD-1234), linked to the original site issue number (SI-1234) if the site issue needs to be assigned to a specific project owner. The site issue reporter will receive s each time the site issue is updated including: When the site issue is reassigned to a user to review When a comment is added When the site issue is resolved

29 Site Issue Service Level Agreement (SLA) Unless a Software Release is required, standard site issues should be resolved in 10 days and escalated site issues should be resolved in 5 days. Resolved Site Issue Average Ages by Department The chart below highlights the average of resolved site issue tickets created in the 4 th quarter of 2013 triaged to each department. Escalate Site Issues Senior Operations Managers and above may escalate Site Issues through the site issue form if: the Site Issue merits Escalation criteria verified that the site issue is still valid Who Validates Site Issues for Escalation? Operations managers may work with the following trained employees to validate a site issue before escalating. Region In Region Digital National Trained Personnel MC2 Support/Escalation Team Customer Support Team Sales & Advertising Support, Quality Control

30 Escalation Criteria Validate that the issue qualifies for escalation. Common reasons include: GM/executive escalations Significant revenue impact Large volume of Customer/items being impacted Always note if the customer is threatening to cancel or if a claim is being submitted. Ticket age will rarely be a factor in an escalation because a newly created ticket could have a much larger impact that an older ticket; however, feel free to include it when it seems important. Submit the Escalation 1. Click on the Site Issue Form link: 2. Select Escalate Site Issue in the issue type dropdown 3. Click Go 4. Enter the Site Issue # to be escalated 5. Click Go The Escalate Site Issue Justification screen will return with the Ticket # and Summary details.

31 6. Click on Change Button to escalate an alternate Site Issue ticket #. 7. Complete the Justification for the Escalation including: Number of advertisers impacted Monetary impact Explanation of the severity of the issue 8. Check the I Have Validated This Site Issue And Verified It Still Exists Box 9. Contact Name: First and last name of the user that is escalating the Site Issue ticket 10. Contact address of the user that is escalating the Site Issue ticket. 11. Submit A screen will confirm that the Site Issue has been escalated.

32 After Escalation Site Issues 1. Operations Delivery will monitor the escalated site issue. 2. Updates will be delivered in the weekly Site Issue/Escalation Weekly Meeting (Thursdays) Typical key information includes: Root cause Planned release dates Confirmed fix released Explanation of site functionality Temporary workaround information 4. Once the ticket is resolved, the reporter and site issue watchers will be updated to verify the fix and/or communicate to the advertiser/sales rep, as needed. System Issues 1. After a system issue is escalated, the appropriate teams will be notified of the escalation. 2. A weekly report of all system issues is provided to Operations (Fridays). Typical key information includes: Root cause Planned release dates Confirmed fix released Temporary workaround information 3. Once the ticket is resolved, the reporter will be notified to validate the fix.

33 System Release Dates System and site issues may require a software release and/or a system change to resolve the problem. CIO Series Release Schedule CIO Systems are all non-css Systems including Salesforce, ifulfill, A-Frontier, and SOLO. CSS Series Release Schedule Click here to view the Series Release Schedule on the WIKI.

34 Appendix A Document Information Authorship YP Publishing Operations Training created this document and maintains sole rights and responsibilities of ownership of this document and for maintaining the accuracy and viability of the information. Anyone wishing to update, alter, or change this document should contact one of the Instructional Designers listed below. VERSION DATE AUTHOR(S) UPDATES/CHANGES PAGE # /10/15 S. Moore Document Creation All