Overview

This document describes the process for your team to gain access to the Support Tool. If you don’t have a OKTA user account or have any issue with your OKTA user account, please refer to this documentation.

Submitting a request

Open a new ticket in our Jira Service Desk (https://rbictg.atlassian.net/servicedesk/customer/portal/53 ) using the "Accessing the Support Tool” tile.

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 on the request. During your first log-in, you’ll need 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. In this case you will need to submit a new request.

The first log-in needs to be performed for each Support Tool 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 suggestion list of MFA apps that you can use:

Google Authenticator
Microsoft Authenticator
Okta Verify
There is also a browser Authenticator Chrome extension that can be used instead of the phone app:
Authenticator - Chrome Web Store

First log-in troubleshooting

If the MFA App 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.

Change permission request

If the support agent need to change their permission, they can use the the same request. It is only important to explain in the description field that you already have access but you want a different access level.

Support Tool links formats

URLs for International markets use the following template:
https://{serverShortCode}-{ENVIRONMENT}-{BRAND}-admin-web.rbi.tools
(e.g.: https://euw3-staging-bk-admin-web.rbi.tools/signin )

Variable	Market

Variable	Market
`{serverShortCode}`	EMEA - euc1 IBERIA- euw3 APAC - apse1
`{ENVIRONMENT}`	STAGING - staging PRODUCTION - prod
`{BRAND}`	Burger King - bk Popeyes - plk Fire House Subs - fhs

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

Franchisee Knowledge Base

Support Tool - How to access

Analytics