Purpose
The Support Cockpit in SBC collects all information about an end user in one place. This enables any support user to assist the end user with issues related to field positioning, subscription validity, or other matters.
How it Works
The Support Cockpit offers a simple search field as the starting point. Here you can search for:
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any predefined user property (e.g., user name, last name, company),
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any custom user property (defined via Sign Up form),
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(parts of) the subscription ID,
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any organisation name,
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the device serial number.
The advanced filter is available. The easiest way is to type the end user's information and press enter. If multiple results appear, select one. If only one result appears, it selects automatically, displaying all user information as a cockpit with various widgets.
At the top right of the cockpit, you have 3 action buttons:
|
Button |
Purpose |
|---|---|
|
Copy link |
Copies a link to the clipboard for sharing with anyone who has access to SBC, such as a support colleague who can follow up on the case or collaborate with you. |
|
Refresh |
This refreshes all information shown on all widgets. |
|
Back to list |
Clears the search and let’s you start another one. |
Widgets
At the top of the cockpit, the most important user properties are displayed.
The following widgets are available:
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Current Connection
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Last RTK Connection
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Last Web Portal Login
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Log Entries (7 Days)
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Real-Time Products
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Rover Event Logs
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Real-Time Access
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Latest Usage Information
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User Profile
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Service Access
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Privacy & Data
Current Connection
The widget indicates whether the user is currently connected to the real-time service and provides a link to open the Map View in a separate browser tab, filtered by the selected user. If connected, it also displays the GNSS rover device when available.
Last RTK Connection
The widget shows when the last connection attempt was made for this user and what GNSS rover device has been used.
It does not indicate that the user received corrections or was successfully authorized. I.e., the user could be authenticated successfully but was not authorized to use the product since the subscription is pending or expired, etc.
The time shown is the start time of the connection.
Last Web Portal Login
The widget shows when the last login to the SBC web portal has been made.
Log Entries (7 Days)
This feature is only available for Hexagon SmartNet.
The widget summarises the Rover Events Logs widget, showing the total events and real-time service usage over the past 7 days.
Real-Time Products
The widget summarises the Real-Time Access widget, showing the total number of Real-Time Products the user has access to and the total number of subscriptions. Note, the subscriptions could be pending or expired.
Rover Event Logs
This feature is only available for Hexagon SmartNet.
The widget displays rover events originating from the Leica GNSS Spider Network Server module of the last 7 days. The number of events is displayed together with the accumulated usage time per day to allow a better judgment - a certain number of events per connection is to be expected. The events are accumulated per day, where you can expand a drop-down menu listing all items in a table. For each entry, the table contains the time of the event and the start time of the corresponding connection.
Real-Time Access
The widget shows what real-time products the user could have access to, based on the current status of those real-time products and based on the current status of its subscriptions.
To connect to a real-time product, usually an Ntrip mount point, the product must be available from the corresponding Leica GNSS Spider modules, and the user must have a valid subscription. Use this to check if the product was disabled, deleted, or modified within Leica GNSS Spider, or if subscriptions have expired.
The table is separated into two tabs, Real-Time Products and Subscription, which show the most important properties of those records. Full property details can be seen by using the View icon.
In addition to those properties, the Real-Time Products table shows the derived availability as the value “Connection”. It is derived from the status of the real-time product and the subscription. There needs to be at least 1 subscription that is active, and the real-time product must be active:
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Allows: access should work
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Blocked: access will not be possible
Latest Usage Information
This widget provides you information about the last user activity. It divides into up to three sections plus two counters, depending on your software license options.
The counters (SmartNet only):
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Today’s RTK Time, and
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7-Days Total
and the following sections.
GNSS Rover
This section displays information from the user's last Ntrip connection.
From the Ntrip connection handshake, Leica GNSS Spider retrieves the Ntrip client information (usually the rover's hardware or firmware name) and its firmware version. It also shows the time of the last connection.
Note that this feature works only for Ntrip client connections. It does not support TCP/IP connections.
Note that it depends on the Ntrip client’s behaviour if and how this information can be retrieved.
Leica Sensor
This section displays information from the user's last connection using the Leica Sensor-ID authentication method.
This feature is only available for Hexagon SmartNet.
Access Information
This section displays information from the user's last login to the web portal and its use of the SmartNet mobile App.
The SmartNet mobile App feature is only available for Hexagon SmartNet.
User Properties
The user properties are distributed over 3 separate widgets for better visualisation on a wide screen:
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User Profile
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Service Access
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Privacy & Data
User Profile
The widget shows the Credentials, Personal Information, and Account Information.
Service Access
The widget shows the Real-Time Service Access, Real-Time Service Restrictions, and Preferences.
Privacy & Data
The widget shows the Data Handling & Privacy, and Additional Information.