INSERT INTO guides (page_key, content_json) VALUES
('fleet.tasks', $${
"title": "Fleet Task Workflow",
"subtitle": "How to deploy hotfixes and software to ATMs",
"sections": [
{
"icon": "📤",
"heading": "Upload Hotfix to CDN",
"steps": [
{ "text": "Go to cdn.bcos.cloud/uploads.html and log in with your credentials." },
{ "text": "Obtain your upload code from the portal." },
{ "text": "Upload your hotfix .zip file using the upload code.", "note": "This CDN upload step applies to HOTFIX artifacts only." }
]
},
{
"icon": "📦",
"heading": "Import into Fleet Artifacts",
"steps": [
{ "text": "Go to the Artifacts tab in Fleet Tasks." },
{ "text": "Click Import Hotfix from CDN — available hotfixes on the CDN will be listed." },
{ "text": "Click Import next to the hotfix you uploaded." },
{ "text": "Once imported, click Enable on the artifact.", "note": "An artifact must be enabled before it can be used in a task." }
]
},
{
"icon": "🚀",
"heading": "Create a Deployment Task",
"steps": [
{ "text": "Click Create Task in the toolbar." },
{ "text": "Select task kind: HOTFIX to download and apply immediately, or HOTFIX_INSTALL to schedule within a patch window." },
{ "text": "Choose the imported artifact and select one or more target ATMs." },
{ "text": "Submit — the task is created with status Pending Approval and will not execute until approved." }
]
},
{
"icon": "✅",
"heading": "Approval",
"steps": [
{ "text": "A user with fleet approver permission opens the Approvals tab." },
{ "text": "They can add an optional note, then click Approve or Reject." },
{ "text": "Approved tasks move to Queued and ATMs pick them up on the next check-in.", "note": "Rejected tasks are cancelled. The requester should be notified separately." }
]
},
{
"icon": "🕐",
"heading": "Patch Windows (HOTFIX_INSTALL)",
"steps": [
{ "text": "Assign a Patch Window to ATMs via device settings to control when installs run." },
{ "text": "When a HOTFIX_INSTALL task is created, it auto-schedules within that window — the Scheduled tab shows the queued time." },
{ "text": "The task still requires approval before it will execute." },
{ "text": "If an ATM has no patch window assigned, the install runs immediately after approval.", "note": "Patch windows are defined in the Patch Windows tab." }
]
}
]
}$$),
('fleet.artifacts', $${
"title": "Artifact Import Guide",
"subtitle": "Fleet Management",
"sections": [
{
"icon": "🤖",
"heading": "Import Agent",
"steps": [
{ "text": "Fetches the latest HiveOps Agent release from the CDN manifest." },
{ "text": "Pulls all available packages — patch JARs and standard full installers — for each platform (Windows, Linux)." },
{ "text": "Import the patch package to create an UPDATE_AGENT fleet task that pushes agent upgrades to devices.", "note": "Use patch packages (small, agent core only) for regular upgrades." }
]
},
{
"icon": "🔧",
"heading": "Import Hotfix",
"steps": [
{ "text": "Fetches hotfix packages from the CDN manifest at cdn.bcos.cloud." },
{ "text": "Hotfix artifacts are deployed to devices via a UPDATE_HOTFIX fleet task without requiring an agent update.", "note": "Use for urgent patches, customer-specific fixes, or OS-level updates." }
]
},
{
"icon": "📦",
"heading": "Import Software",
"steps": [
{ "text": "Fetches third-party software packages from the CDN software manifest." },
{ "text": "Deploy via UPDATE_SOFTWARE fleet tasks to install or update third-party applications.", "note": "New packages are uploaded via the Browser CDN tool." }
]
}
]
}$$),
('fleet.patch-windows', $${
"title": "Patch Window Guide",
"subtitle": "How to schedule and manage ATM maintenance windows",
"sections": [
{
"icon": "🕐",
"heading": "What is a Patch Window?",
"steps": [
{ "text": "A Patch Window defines a recurring time slot when ATMs are allowed to install hotfixes." },
{ "text": "ATMs assigned to a window will only run HOTFIX_INSTALL tasks during that window — never outside of it.", "note": "HOTFIX tasks (immediate download) are not affected by patch windows — only HOTFIX_INSTALL." },
{ "text": "Windows can recur every week on selected days, or on a specific week of the month (e.g. 2nd Tuesday)." }
]
},
{
"icon": "➕",
"heading": "Create a Patch Window",
"steps": [
{ "text": "Click + New Patch Window in the toolbar." },
{ "text": "Enter a name and select the institution this window belongs to." },
{ "text": "Select one or more days of the week when the window is active." },
{ "text": "Optionally set a Week of Month to make it monthly (e.g. 1st week only). Leave blank for weekly recurrence." },
{ "text": "Set the start and end time and select the correct timezone.", "note": "The window runs from start time to end time — keep it outside business hours." }
]
},
{
"icon": "🏧",
"heading": "Assign ATMs to a Window",
"steps": [
{ "text": "Click any window row in the table to open the ATM assignment panel." },
{ "text": "ATMs currently assigned to that window are listed with their location." },
{ "text": "To assign an ATM, edit the ATM record in Device Management and set its Patch Window." },
{ "text": "To remove an ATM, click Unassign next to it in the panel.", "note": "An ATM can only belong to one patch window at a time." }
]
},
{
"icon": "🚀",
"heading": "Using with HOTFIX_INSTALL Tasks",
"steps": [
{ "text": "When a HOTFIX_INSTALL task is created for an ATM with a patch window, it is automatically scheduled for the next available window slot." },
{ "text": "The scheduled time appears in the Scheduled tab in Fleet Tasks." },
{ "text": "The task still requires approval before it will execute — approval can happen before the window opens." },
{ "text": "If the ATM has no patch window assigned, the install runs immediately after approval.", "note": "Always assign a patch window to ATMs in live production environments." }
]
}
]
}$$),
('devices.list', $${
"title": "Device List",
"subtitle": "How to find, filter, and manage your devices",
"sections": [
{
"icon": "🔍",
"heading": "Finding Devices",
"steps": [
{ "text": "Use the Search box to find by ATM ID or location name." },
{ "text": "Filter by Status, Model, Group, or Agent Version in the left sidebar." },
{ "text": "Active filters appear as tags above the table — click × to remove any." }
]
},
{
"icon": "🟢",
"heading": "Understanding Status Indicators",
"steps": [
{ "text": "IN SERVICE (green) — device is operational." },
{ "text": "DOWN (red) — device has an active fault." },
{ "text": "MAINTENANCE (orange) — device is under scheduled service." },
{ "text": "AGENT_OFFLINE (grey dot) — agent has not checked in for more than 5 minutes." },
{ "text": "The agent version and CDN speed bars show the software state of each device." }
]
},
{
"icon": "👆",
"heading": "Viewing a Device",
"steps": [
{ "text": "Click any row to open the quick-view sidebar on the right." },
{ "text": "The sidebar has three tabs: Properties, Modules, and Command Center." },
{ "text": "Click the device ID link to open the full Device Detail page." }
]
},
{
"icon": "➕",
"heading": "Adding a Device",
"steps": [
{ "text": "Click + Add Device in the toolbar." },
{ "text": "Enter the ATM ID, Location, and Model (required)." },
{ "text": "Use Lookup Coords to geocode the address automatically." },
{ "text": "Assign to an Institution if the device belongs to a specific customer." }
]
}
]
}$$),
('devices.detail', $${
"title": "Device Detail",
"subtitle": "How to view and manage an individual device",
"sections": [
{
"icon": "📋",
"heading": "Navigating Tabs",
"steps": [
{ "text": "Use the tab bar to switch between all device views." },
{ "text": "Details — core properties and location." },
{ "text": "Software — full software inventory by category (ATM, OS, Security, Patches)." },
{ "text": "Hardware — component inventory; a badge appears when unacknowledged changes exist." },
{ "text": "Cassettes — current cassette config; apply a template from here." },
{ "text": "Activity — 24/48/72-hour timeline of power, state, and network events." }
]
},
{
"icon": "✏️",
"heading": "Editing Properties",
"steps": [
{ "text": "In the Details tab, click Edit." },
{ "text": "Update location, address, coordinates, or custom fields." },
{ "text": "Changing the address triggers auto-geocoding — review coordinates before saving." },
{ "text": "Click Save to confirm, or Cancel to discard." },
{ "text": "Use Rename to change the ATM ID itself (updates the agent registration)." }
]
},
{
"icon": "🔀",
"heading": "Moving & Reassigning",
"steps": [
{ "text": "Click Move Institution to reassign the device to a different customer." },
{ "text": "Select the destination institution from the dropdown and confirm." },
{ "text": "The device will immediately appear under the new institution for all users." }
]
},
{
"icon": "⚠️",
"heading": "Resetting Device State",
"steps": [
{ "text": "If a device is stuck in IN SUPERVISOR or an incorrect state, click Reset to In Service." },
{ "text": "This clears the supervisor flag and returns the device to normal operation." },
{ "text": "Only use this after confirming the physical ATM is no longer in supervisor mode." }
]
}
]
}$$),
('incidents.list', $${
"title": "Incident Management",
"subtitle": "How to track, assign, and resolve ATM incidents",
"sections": [
{
"icon": "🔍",
"heading": "Finding Incidents",
"steps": [
{ "text": "Use the search bar to find by Incident #, ATM name/ID, or description text." },
{ "text": "Filter by Status, Severity, Type, Technician, or ATM Group in the left sidebar." },
{ "text": "Save a filter combination as a Preset for quick reuse." },
{ "text": "Switch between the Active and Parked tabs to see parked incidents." }
]
},
{
"icon": "🔄",
"heading": "Incident Lifecycle",
"steps": [
{ "text": "New incidents start as OPEN — assign to a technician to begin." },
{ "text": "ASSIGNED → click Start when work begins → IN PROGRESS." },
{ "text": "Once resolved, click Resolve → RESOLVED." },
{ "text": "Final review, then Close → CLOSED." },
{ "text": "Park an incident at any stage to temporarily hold it without closing." }
]
},
{
"icon": "👤",
"heading": "Assigning & Reassigning",
"steps": [
{ "text": "Click an incident row to open the detail sidebar." },
{ "text": "Set a Helpdesk Person (remote support) and a Field Technician (on-site)." },
{ "text": "Either assignment is optional — you can advance the workflow with just one or neither." },
{ "text": "Reassign at any stage by clicking the assignment field in the sidebar." }
]
},
{
"icon": "⚠️",
"heading": "Special Cases",
"steps": [
{ "text": "Possible Fraud type — requires investigation notes before the incident can be closed." },
{ "text": "Linked incidents — group related tickets from the same ATM using the Link action." },
{ "text": "Recurring incidents — if the same issue reopens within 30 minutes, the recurrence counter increments automatically." },
{ "text": "Bulk close — select multiple resolved incidents and close them in one action." }
]
}
]
}$$),
('incidents.create', $${
"title": "Reporting an Incident",
"subtitle": "How to manually log a new ATM incident",
"sections": [
{
"icon": "🏧",
"heading": "Selecting the ATM",
"steps": [
{ "text": "Use the ATM dropdown to search by ATM ID or location name." },
{ "text": "Only ATMs your institution owns will appear." }
]
},
{
"icon": "📋",
"heading": "Choosing the Right Type",
"steps": [
{ "text": "Select the incident type that best describes the fault." },
{ "text": "If unsure, use General Fault — type can be reclassified later from the Incident List." },
{ "text": "Possible Fraud triggers an investigation workflow — only select if fraud is suspected." }
]
},
{
"icon": "🎯",
"heading": "Setting Severity",
"steps": [
{ "text": "Low — minor impact, ATM still functional." },
{ "text": "Medium — degraded operation (e.g. one cassette low)." },
{ "text": "High — ATM partially out of service." },
{ "text": "Critical — ATM fully down or security incident." }
]
},
{
"icon": "📝",
"heading": "Writing a Good Description",
"steps": [
{ "text": "Include what the customer or technician observed." },
{ "text": "Note any error codes shown on the ATM screen." },
{ "text": "Include the time the fault was first noticed." },
{ "text": "A clear description speeds up technician dispatch and resolution." }
]
}
]
}$$);