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How Judges Can “Report a Problem” to Admin Users directly form the Viewing Interface

In Nucleus there is a feature called “Report a problem”, that can be used by Judges to report a problem or communicate with a specified Admin User directly from the Viewing Interface. This is particularly useful, for example, if Judges experience a video issue.

To enable this option, Admins will need to activate this functionality on a per-award basis from the Awards Settings. Viewers will then be able to report a problem via a link on the Viewing Interface. Once a problem is reported, the specified email address will receive an email.

Please just note that the Viewing Interface needs to be switched on, otherwise, this feature won’t work. More information on how to set this up can be found here.

How to Switch On the “Report a Problem” Functionality

This can be set up from the Awards Setting page:

  1. Log into the Admin Interface
  2. Go to Actions>Awards
  3. Filter the relevant Award and click on Edit
  4. Scroll down to the Viewing Section
  5. Switch the “Report a problem” functionality to Yes
  6. Input the Admin Address that you want Judges to communicate with. Please note that if no address is provided, Viewers will not be given the option to contact an Administrator
  7. Click Save & Close. The functionality is now live on the Viewing Interface

How to Set Up Email Template

Once a problem is reported by a Judge, an email is automatically triggered and sent to a specified Admin User. Therefore, it is important that Admins thoroughly check that the body of the email they receive contains the information they need by editing it as required. To learn how to manage an email template, follow this guide. Please look out for this email template from the list:

  • viewer/reportProblem

Note that, the email will include the comment added by the Viewer as well as these details:

  1. User account – name and email
  2. Users browser
  3. Users OS
  4. Video information
    1. Video ID
    2. Video title
    3. Video Platform (If we know, Electron, Screener Hub or the end VODs in Screenerhub)
  5. Category
  6. Entry ID

How to Review a List of All Reported Problems

To sustain this functionality, a new section has been created where Admins can see a list of all problems that have been created. Among the information displayed, there is also a column that shows the Viewer’s Browser Info, so it is particularly useful for Admins who need to easily access that information.

  1. Go to Actions>Misc
  2. Scroll down to the System Administration section
  3. Click on the “Viewer Problem Report” field. The Viewer Report List will open

How Judges Can Report a Problem

During the Judging Process, Viewers will be able to communicate with the specified email address directly from the Viewing Interface, if required.

  1. Log into the Viewing Portal
  2. Open the relevant Award/Categories
  3. Click on the “Contact Administrator about this Entry” button to report a problem
  4. A pop-up box will be displayed. Type in your message here, that will be sent automatically to an Admin User