Overview
Use this workflow to identify and fix deal-delivery issues in illumin, starting from the My deals page. The workflow helps determine whether a deal is receiving bid requests and guides you through the next steps based on what you find. You can complete these steps independently or with help from your Account Management team.
If you involve the Account Management team, include full deal details, documentation, and client communications in your briefing.
Steps to open the My deals page
- Log in to illumin.
- Go to the top menu bar.
- Click the Inventory link.
- Click the My deals menu option. A new page displays.
Steps to locate a deal
- On the My deals page, go to the Search field and enter a Deal ID or Deal name.
- Go to the table and locate the row with the deal.
- Use the scroll bar to display the Requests (1d) column.
- If there is no number in the column, the deal is not receiving requests. Continue to verify deal information.
- If the column shows a number, your deal is receiving requests. Continue to troubleshoot campaign setup. (see below).
Steps to verify deal information
- Click the deal name in the table. The Deal details panel displays.
- Select the Deal info tab.
- Review and confirm the exchange information, like the Exchange deal ID.
- Select the Publisher info.
- Review and confirm that information.
Troubleshooting steps
If the deal is not receiving requests:
- And the Deal Exchange ID is correct, contact the publisher and confirm that bid requests are being sent to illumin.
- Ask the publisher to share a sample bid request from the deal.
- Attach the sample bid request when you contact illumin Product Support, as described in the ServiceNow ticket section. (see below)
Steps to troubleshoot campaign setup
First, look for possible targeting problems. Open the campaign on the canvas and make sure the campaign is configured properly. You should, for instance, confirm there is no mismatch between the tactic and the deal type. For example, if you are working with a DOOH deal, then you have a DOOH tactic on the canvas.
Next, open the Impression Filter tool to confirm the campaign is failing to win impressions at the deal level. For more information, get a full list of filter descriptions and reactions.
- If the failure is due to setup parameters (e.g. targeting), adjust the campaign accordingly.
- If the failure occurs due to a creative asset format, make sure the creatives meet the publisher's ad specifications.
- If a failure occurs at the auction lost stage, increase the bid amounts.
If the problem continues at the deal level, submit a ticket (see below).
Steps to create a ServiceNow ticket
Here are two possible ticket scenarios.
a. Bid requests are not received: Submit a ServiceNow ticket. Ask the support team to investigate why the deal does not receive requests. Attach the publisher's sample bid request. Optionally, contact your Account Management team and ask for assistance.
b. Bid requests are received: Submit a ServiceNow ticket asking the support team to log the deal and identify any filters preventing illumin from responding to bid requests. Be sure to include your ticket, the Deal ID, deal name, path name, path ID, and publisher ID, so the Product Support team can confirm the publisher is whitelisted. Additionally, confirm that the Deal Activity feature shows incoming bid requests.
The illumin Product Support team will review the details and provide guidance on the next steps.
For clients who negotiate deals
When a client negotiates their own deal, keep these points in mind:
- Deals do not automatically transfer from an SSP to the illumin DSP. Every deal must be manually entered into the illumin DSP by the self-serve or hybrid client, account manager, or campaign manager.
- If a client cannot find their deal on the illumin platform, it was either not added or was entered incorrectly.
- The illumin inventory team is only notified when Google deals are available for acceptance. These deals must still be manually entered into the illumin platform. This applies only to AdX deals. illumin does not support deals executed through DV360.
- No other SSPs notify the illumin inventory team when new or updated deals are ready for approval. To ensure deals are added correctly, provide complete documentation with all necessary details.