Subject: Les Mill Audit
From: Pritish Nandi <[email-masked]>
To: Anush Saxena <[email-masked]>, Apoorv Joshi <[email-masked]>, Arjun Hurry <[email-masked]>, Bharat Sharma <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>, tasuku yamamoto <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sun, 11 Aug 2019 02:45:20 -0700 (MST)

Hi All, 

PFB the Audits for Les Mills. 

I have been seeing multiple issues. We are still not checking Kibana for all issues. If we are checking then we are not adding the notes properly. Guys- Please understand that it is mandatory to check, add and update customer about Kibana logs. 

This has to be followed strictly. 

9 Aug 

Ticket 	Issue 	Was it handled correctly 	Charlotte Note 	Name of Agent 	Feedback 
2652 	Playback 	Yes 	any player disconnects? 
Any download issues? 
any concerns from the general status dashboard? i.e. is the App online every day? 	Apoorv/Pritish 	NA 
2653 	Setup Question 	Yes 	NA 	Pritish 	NA 
2654 	Setup Question 	Yes 	NA 	AJ 	NA 
2656 	Entitlement 	Yes 	NA 	Bharat 	NA 
2657 	Error Message 	No 	Adam has asked you guys to run a backend check (kibana), please let him know what you see. You guys are the only ones, apart from myself and Nate, who have access to these reports, they're very valuable and CXM's appreciate as much info as possible 	Anush/Bharat 	Did not sent the details from Kibana which the customer requested for. Also dispite my email nobody added kibana notes. The logs were shared today by Apoorv which is 2 days after the ticket was created. This is not acceptable. 
2659 	Playback issue 	Yes 	Thanks Ahmad, can we ask for the make and model of Video EDID they have in place please, also are they using a projector and screen or video wall? We can't close then ticket until we have this info. Thanks 	Ahmed 	NA 

10 Aug 

Ticket 	Issue 	Was it handled correctly 	Charlotte Note 	Name of Agent 	Feedback 
2660 	Playback issues 	No 	NA 	AJ 	Kibana should have been checked. Customer is not using updated app which would again give them issues with Playback. We should have checked if they have updated app as well. Charlotte has requested to know Kibana logs in the last ticket. 
2661 	Playback issues 	Yes 	NA 	Bharat 	Please write complete details of Kibana as you missed pause events data. 

11 Aug 

Ticket 	Issue 	Was it handled correctly 	Charlotte Note 	Name of Agent 	Feedback 
2662 	Sync Issue 	Yes 	NA 	Apoorv 	NA 
2663 	Setup Questions 	Yes 	NA 	AJ 	NA 
2664 	Random Issue 	Yes 	I have added an article to known issues, as the random logic is under development and will be fixed so that a release never plays consecutively. We don't have a timeframe at this stage but they can check the thumbnail image in advance and specify another release via the scheduler if need be. 	Apporv/AJ/Bharat 	NA 

Regards, 
Pritish Nandi