CBC-PROC-213 Version 1 last review date: Jul, 2019

Platform

App and Portal

Q. User can’t login to the App

• username or password incorrect message

A. It is likely the user is not set up for access.

Actions

Helpdesk to:

• Review User Profile
• Check that an email address exists, if not, collect it from the user then refer to Inductions to active for login.
• Check for 'Non-System User' = not yet activated for login, refer to Inductions.
• Check email address matches. If it doesn't, refer to CMMS Admin (changing it on the User profile will not adjust the email address used for login).

Q. User can’t see a particular Work Order in their Work Order list.

A. User is likely not assigned to the Contract or Site.

Actions

Helpdesk to:

• Review User Profile
• Assign user to the applicable site

Q. User can't remember password

A. User needs to reset password

Actions

Helpdesk to:

• Advise User to utilise the 'Forgot your password?' link on the CMMS login screen (both Portal and App). This will send an email to the user for them reset their password.

Q. User is using CMMS for the first time and doesn't know their password

A. User needs to reset password

Actions

Helpdesk to:

• Advise User to utilise the 'Forgot your password?' link on the CMMS login screen (both Portal and App). This will send an email to the user for them reset their password.

Q. User is not receiving the Password Reset email

A. User not set up to login yet OR User's spam filter is blocking the email

Actions

Helpdesk to:

• Review User Profile
• Check that an email address exists, if not, collect it from the user then refer to Inductions to active for login.
• Check for 'Non-System User' = not yet activated for login, refer to Inductions.
• Check email address matches. If it doesn't, refer to CMMS Admin (changing it on the User profile will not adjust the email address used for login).
• If everything appears correct, refer to CMMS Admin

Q. User is receiving a 'We're sorry, something went wrong when attempting to sign up' message when attempting to sign-up.

A. User may already have an account

Actions

Helpdesk to:

• look for a matching User Profile (based on the email address)
• If a profile exists, check for 'Non-System User' = not yet activated for login, refer to Inductions.
• If a profile exists, check for 'System User' = advise user to use 'Log In' rather than signup, and to use the change password option if necessary.
• If everything appears correct, refer to CMMS Admin

App

Q. User advises that the ‘Not Qualified’ label is visible when reviewing a Work Order.

A. User is missing a required qualification.

Actions

Helpdesk to: • Review User Profile • Advise User what is missing • Advise User to submit the qualification to inductions@cbcgroup.com.au, or upload via the CMMS Portal

Q. User asks how to use the app.

Actions

Helpdesk to: Provide the App instructions as available on G drive.

(Providers have been given the documents in most cases, but techs don't always end up with them)