Support Tool Access Request - Service Desk

Owned by Katarzyna Wrzeciono
Apr 04, 2024
2 min read

This document describes the process for your team to gain access to the Support Tool (Admin Tool).

Submitting a Request

  1. Open a new ticket in our Jira Service Desk (International Tech Service Desk) using the "Accessing the Support Tool” tile.

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  1. Fill in all the fields in the Service Desk form and submit the ticket.

    1. Access Level Requested

      1. Agent - suitable for most needs, enables adding Loyalty points, looking up orders, etc.

      2. Supervisor - additionally enables simple refund processing.

    2. My Market

      1. Please list all the brands for which access is required.

    3. Environment

      1. Please note that there will be different platform links for each environment requested.

    4. Title

      1. Please specify whether the request is for granting access or resetting the platform password for an existing user.

    5. Description

      1. Please list all the emails of users who need to be given ST access.

Accessing the platform

After the request is completed, you will be provided with a temporary password to the platform. During your first log-in, you’ll be able to replace it with a permanent personal one and set up your preferred authentication method.

Complete your first log-in with the temporary password within 24 hours since receiving it. Otherwise the temp password will expire and a new one will need to be set up.

The first log-in needs to be performed for each ST environment requested.

For example, if you request access to Production and Staging, two separate log-ins with the temp password need to be completed.

After setting your permanent password, a multi-factor authentication app will need to be configured for user authentication.

Here is a list of MFA apps that you can use:

  • Google Authenticator

  • Microsoft Authenticator

  • Twilio Authy

  • Okta Verify

There is also a browser Authenticator Chrome extension that can be used instead of the phone app:
Authenticator

First log-in troubleshooting

If Google Authenticator is unable to scan the QR code, copy the long code under it and paste it manually into the app using the “Enter a setup key” option.

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Support Admin Tool links formats

 URLs for International markets use the following template:
 {serverShortCode}-{STAGE}-{BRAND}-admin-web.rbi.tools

{serverShortCode} value can be nothing (for US and Canada), or euc1 for EMEA, euw3 for Iberia, and apse1 for APAC.

The correct link will also be provided to you once the ST request is completed.