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DATRA PLATFORMBY SK SQUARE GROUP
Service Desk & ITSM

Automated Incident Triage, SLA Clock & Field Dispatch Management

The signage-specialized ticketing and service management system that converts telemetry alerts into actionable resolution workflows.

INCIDENT RESOLVED — SLA MET
Telemetry Stream
Ticket ID:INC-4819
Issue:Screen Signal Loss
Resolution TTR:5m 12s (P1 High)
> orbit_desk --ticket=INC-4819 --status
[INGEST] Alert: DSP-FLT-0842 HDMI handshake lost
[TRIAGE] Automated RS232 hot-plug pulse initiated
[RESOLVED] Signal restored | TTR: 5m 12s | SLA Target: 30m

Core Capabilities & Features

Purpose-built capabilities engineered to provide complete control over orbit desk workflows.

Module 01

Smart Alert Deduplication

Group 50 screen alerts from one power outage into a single parent incident with localized blast-radius mapping.

Module 02

Contractual SLA Timers

Configurable countdown clocks tailored to individual DOOH landlord and brand tenant contracts.

Module 03

Field RMA Dispatch

Track replacement power supplies, player units, and LED receiver cards from warehouse to screen installation.

Module 04

Root Cause Knowledge Graph

Correlate recurrent display failures by panel batch, firmware version, or ambient temperature spikes.

How Orbit Desk Fits into Datra Platform

Architectural synergy that binds display hardware, network edge tunnels, and service desk automation together.

Datra Platform alerts automatically spawn enriched tickets inside Orbit Desk with system diagnostic snapshots.
Once an issue is resolved remotely via Datra commands, Orbit Desk automatically closes the ticket and stops the SLA timer.
Gives customer success and NOC managers a clean record of all maintenance interventions.

Measurable Enterprise Benefits

01.

Avoid contractual downtime SLA penalties through instantaneous automated triage

02.

Reduce triage overhead by eliminating manual ticket entry for NOC engineers

03.

Complete historical audit trail for asset depreciation and warranty claims

DRAFT: ServiceNow and Jira Service Management bidirectional webhook sync specs pending owner review.