Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
The service/playback/ads are non-operational, seriously impaired, or intermittently operative.
The product cannot be accessed without significant delay or at all.
There is no known workaround available. The issue is experienced by a majority of users.
Priority: High
The service is impaired but operational, resulting in disruption of viewer experience, not including playback or advertising requests.
The issue is experienced by a large number of users.
Priority: Normal
Product questions or anything else not defined as Urgent or High.
This also applies to any non-production environments.
The issue is experienced by some users.
Priority: Low
Requests not directly related to a fault, such as feature requests.
There is no impact on service delivery.
Required fields are marked with an asterisk*
{"xsrfToken":"1074a3e3b161632071a9e154fbd00ed94a09f0e1_lout","branding":{"id":"10","key":"ottsupport","name":"OTT Support","portalBaseUrl":"/servicedesk/customer/portal/10","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/10/8","theme":{"headerBGColor":"#013147","headerLinkColor":"#ffffff","headerLinkHoverColor":"#064c6b","headerLinkHoverBGColor":"#064c6b","headerBadgeColor":"#064c6b"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/5e3a7b50-3709-4132-9b0e-95fa245da855/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5N2NiMmNhMi0xZTg0LTRkZGUtODI0NS05YjY5ZDgxYjhkMTYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjVlM2E3YjUwLTM3MDktNDEzMi05YjBlLTk1ZmEyNDVkYTg1NSI6WyJyZWFkIl19LCJleHAiOjE3NzAxNjk3OTYsIm5iZiI6MTc3MDE2OTE5Nn0.GLJ9QO9_44TlX6IFCEroRcwDbX3XS2aW9a-DXUSdo14&client=97cb2ca2-1e84-4dde-8245-9b69d81b8d16&mode=fit","logoId":"5e3a7b50-3709-4132-9b0e-95fa245da855","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Support Portal","sharedPortalName":"Support Portal","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"nl-NL":{"helpCenterTitle":"Welkom bij het Helpcentrum","sharedPortalName":"Helpcentrum","localeDisplayName":"Dutch (Netherlands)"},"en-US":{"helpCenterTitle":"Welcome to the Support Portal","sharedPortalName":"Support Portal","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#113145","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/1d26e645-4838-4c28-9a6f-0e2a1f7ea6e6/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5N2NiMmNhMi0xZTg0LTRkZGUtODI0NS05YjY5ZDgxYjhkMTYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjFkMjZlNjQ1LTQ4MzgtNGMyOC05YTZmLTBlMmExZjdlYTZlNiI6WyJyZWFkIl19LCJleHAiOjE3NzAxNjk3OTYsIm5iZiI6MTc3MDE2OTE5Nn0.b0H-tRRVCT5vTUsPKFssGbHtoTWw1oB_quUggnolL6U&client=97cb2ca2-1e84-4dde-8245-9b69d81b8d16&height=300&mode=fit","bannerMediaApiFileId":"1d26e645-4838-4c28-9a6f-0e2a1f7ea6e6","useDefaultBanner":false,"isBannerAvailable":true,"topBarColor":"#113145","topBarTextColor":"#ffffff","hasTopBarBeenSplit":true},"portal":{"id":"10","key":"ottsupport","projectId":10086,"serviceDeskId":10,"name":"OTT Support","description":"<p>You can raise a request for OTT Support using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/10","reqTypes":[{"id":"78","name":"Question","descriptionHtml":"<p><b>Priority: Urgent</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>The service/playback/ads are non-operational, seriously impaired, or intermittently operative.</li>\n <li>The product cannot be accessed without significant delay or at all.</li>\n <li>There is no known workaround available. The issue is experienced by a majority of users.</li>\n</ul>\n<p><b>Priority: High</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>The service is impaired but operational, resulting in disruption of viewer experience, not including playback or advertising requests.</li>\n <li>The issue is experienced by a large number of users.</li>\n</ul>\n<p><b>Priority: Medium</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>Product questions or anything else not defined as Urgent or High.</li>\n <li>This also applies to any non-production environments.</li>\n <li>The issue is experienced by some users.</li>\n</ul>\n<p><b>Priority: Low</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>Requests not directly related to a fault, such as feature requests.</li>\n <li>There is no impact on service delivery.</li>\n</ul>","callToAction":"Question","introHtml":"<p>Do you have a general question? Or do you need help troubleshooting? Select this to get in contact with an expert.</p>","icon":10717,"iconUrl":"https://support.portal.videodockinternational.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10717","groups":[17],"key":""},{"id":"83","name":"Report a bug","descriptionHtml":"<p><b>Priority: Urgent</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>The service/playback/ads are non-operational, seriously impaired, or intermittently operative.</li>\n <li>The product cannot be accessed without significant delay or at all.</li>\n <li>There is no known workaround available. The issue is experienced by a majority of users.</li>\n</ul>\n<p><b>Priority: High</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>The service is impaired but operational, resulting in disruption of viewer experience, not including playback or advertising requests.</li>\n <li>The issue is experienced by a large number of users.</li>\n</ul>\n<p><b>Priority: Normal</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>Product questions or anything else not defined as Urgent or High.</li>\n <li>This also applies to any non-production environments.</li>\n <li>The issue is experienced by some users.</li>\n</ul>\n<p><b>Priority: Low</b></p>\n<ul class=\"alternate\" type=\"square\">\n <li>Requests not directly related to a fault, such as feature requests.</li>\n <li>There is no impact on service delivery.</li>\n</ul>","callToAction":"Report a bug","introHtml":"<p>Tell us the problems you're experiencing.</p>","icon":10559,"iconUrl":"https://support.portal.videodockinternational.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10559","groups":[17],"key":""},{"id":"84","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"<p>Let us know your idea for a new feature.</p>","icon":10549,"iconUrl":"https://support.portal.videodockinternational.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[17],"key":""},{"id":"82","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10541,"iconUrl":"https://support.portal.videodockinternational.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[],"key":""}],"reqGroups":[{"id":17,"name":"General"}],"orderMapping":{"17":[83,84,78]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"251b4910-b095-3b22-af31-ccbb418c5147","appLinkName":"","appLinkUrl":"","spaceKey":"OTTSUPPORT","spaceName":"OTT Support","spaceUrl":"","isServer":false},"labels":[],"projectKey":"OTTSUPPORT","serviceDeskId":10,"kbLinkDomainURLs":["https://support.portal.videodockinternational.com","https://videodock.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":10,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"OTTSUPPORT","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5N2NiMmNhMi0xZTg0LTRkZGUtODI0NS05YjY5ZDgxYjhkMTYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA4NiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzAxNzAzOTYsIm5iZiI6MTc3MDE2OTE5NiwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.jbEdfI8aTVkOAwgR7Pv4JafFzhOdwLvnRcDfPXqL2rg","targetCollection":"upload-project-10086","endpointUrl":"https://api.media.atlassian.com","clientId":"97cb2ca2-1e84-4dde-8245-9b69d81b8d16","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[{"id":"b29a1153-feb5-4fa4-80d2-2dbffe6ee472","name":"About Videodock OTT","description":"Learn more about us and our product","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/b29a1153-feb5-4fa4-80d2-2dbffe6ee472","lastUpdated":"1761816801939","createdAt":"1761816726206"},{"id":"e089b387-f58e-47ac-972f-5bd1d68878da","name":"Getting started with the JWP dashboard","description":"If you use the JW Player Online Video Platform (OVP) to manage your videos, the guides linked from this article are a great way to get started.","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/e089b387-f58e-47ac-972f-5bd1d68878da","lastUpdated":"1761815881651","createdAt":"1761815844057"},{"id":"29bab251-4f6c-45a8-8faa-665ca9aeccc2","name":"Configuring the look and feel","description":"You can find information about specific Videodock OTT platform features on the pages linked here. ","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/29bab251-4f6c-45a8-8faa-665ca9aeccc2","lastUpdated":"1761816008272","createdAt":"1761815944135"},{"id":"0ef91eac-3c53-4195-a4b0-eec8a92580c8","name":"Localisation","description":"If your application is multilingual, you’ll need to add translations to a number of elements in the Dashboard. The articles explain where and how.","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/0ef91eac-3c53-4195-a4b0-eec8a92580c8","lastUpdated":"1761815331800","createdAt":"1761815312028"},{"id":"c8f3f4c0-8d76-4ad0-93d4-db2bdde075aa","name":"Content types","description":"Content types enable you to categorise media by category with shared custom parameters, helping you organise your library and validate data.","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/c8f3f4c0-8d76-4ad0-93d4-db2bdde075aa","lastUpdated":"1761816274496","createdAt":"1761816257663"},{"id":"36d2d1cd-458b-494a-aed9-e5e90eba0269","name":"Restricting content","description":"Content can be restricted so that you manage who is and is not allowed to view it.","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/36d2d1cd-458b-494a-aed9-e5e90eba0269","lastUpdated":"1761816312134","createdAt":"1761816301572"},{"id":"f709421b-107e-47eb-a1de-bcbdca71401a","name":"Stripe","description":"If your VD OTT instance is implemented with Stripe, then these articles are for you.","categoryUrl":"https://support.portal.videodockinternational.com/servicedesk/customer/portal/10/topic/f709421b-107e-47eb-a1de-bcbdca71401a","lastUpdated":"1763468963796","createdAt":"1763468818843"}]}},"reqCreate":{"id":83,"projectId":10086,"issueType":{"id":"10004","name":"Bug"},"form":{"name":"Report a bug","descriptionHtml":"<p><b>Priority: Urgent</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>The service/playback/ads are non-operational, seriously impaired, or intermittently operative.</li>\n\t<li>The product cannot be accessed without significant delay or at all.</li>\n\t<li>There is no known workaround available. The issue is experienced by a majority of users.</li>\n</ul>\n\n\n<p><b>Priority: High</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>The service is impaired but operational, resulting in disruption of viewer experience, not including playback or advertising requests.</li>\n\t<li>The issue is experienced by a large number of users.</li>\n</ul>\n\n\n<p><b>Priority: Normal</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>Product questions or anything else not defined as Urgent or High.</li>\n\t<li>This also applies to any non-production environments.</li>\n\t<li>The issue is experienced by some users.</li>\n</ul>\n\n\n<p><b>Priority: Low</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>Requests not directly related to a fault, such as feature requests.</li>\n\t<li>There is no impact on service delivery.</li>\n</ul>\n","callToAction":"Report a bug","intro":"<p>Tell us the problems you're experiencing.</p>","instructions":"<p><b>Priority: Urgent</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>The service/playback/ads are non-operational, seriously impaired, or intermittently operative.</li>\n\t<li>The product cannot be accessed without significant delay or at all.</li>\n\t<li>There is no known workaround available. The issue is experienced by a majority of users.</li>\n</ul>\n\n\n<p><b>Priority: High</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>The service is impaired but operational, resulting in disruption of viewer experience, not including playback or advertising requests.</li>\n\t<li>The issue is experienced by a large number of users.</li>\n</ul>\n\n\n<p><b>Priority: Normal</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>Product questions or anything else not defined as Urgent or High.</li>\n\t<li>This also applies to any non-production environments.</li>\n\t<li>The issue is experienced by some users.</li>\n</ul>\n\n\n<p><b>Priority: Low</b></p>\n<ul class=\"alternate\" type=\"square\">\n\t<li>Requests not directly related to a fault, such as feature requests.</li>\n\t<li>There is no impact on service delivery.</li>\n</ul>\n","icon":10559,"iconUrl":"https://support.portal.videodockinternational.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10559","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"1","label":"Highest","selected":false,"children":[]},{"value":"2","label":"High","selected":false,"children":[]},{"value":"3","label":"Medium","selected":true,"children":[]},{"value":"4","label":"Low","selected":false,"children":[]},{"value":"5","label":"Lowest","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"Summarize the bug briefly.","descriptionHtml":"<p>Summarize the bug briefly.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Provide as much detail as possible about the bug","description":"Please provide details of the problems you are having.","descriptionHtml":"<p>Please provide details of the problems you are having.</p>","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"multiselect","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:multiselect","fieldId":"customfield_10135","fieldConfigId":"10319","label":"Please specify the relevant platform(s)","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10192","label":"Web","selected":false,"children":[]},{"value":"10193","label":"iOS (iPhone)","selected":false,"children":[]},{"value":"10194","label":"Android (Mobile)","selected":false,"children":[]},{"value":"10201","label":"iOS (iPad)","selected":false,"children":[]},{"value":"10200","label":"Android (Tablet)","selected":false,"children":[]},{"value":"10195","label":"tvOS","selected":false,"children":[]},{"value":"10196","label":"Google TV","selected":false,"children":[]},{"value":"10197","label":"Samsung Tizen","selected":false,"children":[]},{"value":"10198","label":"LG WebOS","selected":false,"children":[]},{"value":"10199","label":"Roku","selected":false,"children":[]}]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10133","fieldConfigId":"10317","label":"Can you share a relevant app config ID?","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:url","fieldId":"customfield_10134","fieldConfigId":"10318","label":"Can you share a relevant URL?","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attach any relevant files","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/10/create/83","requestValidateBaseUrl":"/servicedesk/customer/portal/10/validate/83","calendarParams":{"firstDay":0,"date":"2026-02-04T02:39:56+0100","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %H:%M","timeFormat":"24"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"251b4910-b095-3b22-af31-ccbb418c5147","appLinkName":"","appLinkUrl":"","spaceKey":"OTTSUPPORT","spaceName":"OTT Support","spaceUrl":"","isServer":false},"labels":[],"projectKey":"OTTSUPPORT","serviceDeskId":10,"kbLinkDomainURLs":["https://support.portal.videodockinternational.com","https://videodock.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI5N2NiMmNhMi0xZTg0LTRkZGUtODI0NS05YjY5ZDgxYjhkMTYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA4NiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzAxNzAzOTYsIm5iZiI6MTc3MDE2OTE5NiwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.jbEdfI8aTVkOAwgR7Pv4JafFzhOdwLvnRcDfPXqL2rg","targetCollection":"upload-project-10086","endpointUrl":"https://api.media.atlassian.com","clientId":"97cb2ca2-1e84-4dde-8245-9b69d81b8d16","tokenDurationInMins":20},"hasProformaForm":false,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":false},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}