RedBlack CyBake Online Customer Service Desk

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1 RedBlack CyBake Online Customer Service Desk Publication Date: June 2014

2 Copyright Copyright 2014 RedBlack Software Ltd. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of RedBlack Software Ltd.. Notwithstanding the foregoing, the licensee of the software with which this document was provided may make a reasonable number of copies of this document solely for internal use. Trademarks CyBake is a registered trademark of RedBlack Software Ltd In the United Kingdom. Unless otherwise noted, the example companies, organizations, products, domain names, addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, address, logo, person, place, or event is intended or should be inferred. Intellectual Property Warranty Disclaimer Limitation of liability Licence agreement Comments RedBlack Software Ltd. may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from RedBlack Software Ltd., the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. RedBlack Software Ltd. disclaims any warranty regarding the sample code contained in this documentation, including the warranties of merchantability and fitness for a particular purpose. The content of this document is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by RedBlack Software Ltd. RedBlack Software Ltd. assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual. Neither RedBlack Software Ltd. nor anyone else who has been involved in the creation, production or delivery of this documentation shall be liable for any indirect, incidental, special, exemplary or consequential damages, including but not limited to any loss of anticipated profit or benefits, resulting from the use of this documentation or sample code. Use of this product is covered by a licence agreement provided with the software product. If you have any questions, please call RedBlack Software s offices on We welcome your comments and suggestions on the quality and usefulness of this document, and your input will inform its revision. Please send your feedback by to RedBlack Software 2014 Page 2 of 13

3 Contents 1. Introduction Registration Creating a new account Logging in Logging out Incident Management Viewing All Incidents My Incidents Active Incidents Archived Incidents Adding a new Incident Adding a Note to Support Viewing an existing Note Adding a new Note Request for Development Change Request Form FAQ Troubleshooting RedBlack Software 2014 Page 3 of 13

4 1. Introduction This document is to be used solely for information purposes. It is intended to be used only as a guide. If errors are found contact us immediately so we can amend. 2. Registration 2.1. Creating a new account Type the following URL in your browser Click on Register to create a new account. Choose a User name (normally your first name). Choose your Companyfrom the Customer dropdown list. Choose a suitable Password and retype to Confirm Password. RedBlack Software 2014 Page 4 of 13

5 2.2. Logging in Log on using the details you provided Logging out To log off click the button to the top right of the screen. RedBlack Software 2014 Page 5 of 13

6 3. Incident Management 3.1. Viewing All Incidents Click to view All Incidents 3.2. My Incidents Click to view My Incidents RedBlack Software 2014 Page 6 of 13

7 3.3. Active Incidents Click to view Active Incidents 3.4. Archived Incidents Click to view Archived Incidents RedBlack Software 2014 Page 7 of 13

8 3.5. Adding a new Incident Click on Add New Incident - A popup window will open as shown below 1. Select the version of software from the dropdown box shown above. 2. Select which part of the software is of concern from the dropdown box. 3. In the text field please provide details of the issue. 4. Click on Save Incident RedBlack Software 2014 Page 8 of 13

9 If applicable a new screen will appear for you to add screenshots to assist with the new incident. This may not always be necessary but may support your request. 1. Click on Browse and search for the image that you have created. 2. Click Open which will take you back to the Add Screenshots For Jobs screen 3. Click on Save Screenshots this will take you back to the main screen. The new incident will now be shown as the first record in the main home screen. RedBlack Software 2014 Page 9 of 13

10 3.6. Adding a Note to Support To the right of the screen click on Add Note A popup window will open as shown below. Type information in the notes box to help support your initial query. Click on Save Note RedBlack Software 2014 Page 10 of 13

11 Viewing an existing Note To view an existing incident (Job) click anywhere on the job row to bring up details of the incident. To show associated notes click on Show Notes. This shows the Author, Date and Note information that has been entered previously. RedBlack Software 2014 Page 11 of 13

12 At this point DO NOT click on Close Incident as this will assume that the incident has been resolved and will show Client Closed on the main screen. To go back to the main screen click on the Close tab (NOT Close Incident)unless you wish to mark this job as complete. To go back to the main screen click on Close Adding a new Note If more information can be provided to resolve the issue more efficiently (if new information has come to hand) one has the option to add further notes by again clicking on Add Notes from the main screen. Continue to fill in the text field to support your query. Click on Save Note to return to the main screen. The main screen shows a maximum of 10 records. In order to view more entries the Next / Previous tabs are displayed bottom right. RedBlack Software 2014 Page 12 of 13

13 4. Request for Development 4.1. Change Request Form In the left navigation pane click on the Change Request link to download. You will be presented with the usual Vision Change Request form. Please fill in and return to us via to: 5. FAQ This section is continually being updated. You may find that information here does not pertain to your particular business. You can be assured that in time additions will be added to assist you further. 6. Troubleshooting Please contact if you need assistance. Alternative call us on: RedBlack Software 2014 Page 13 of 13

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