CBC-PROC-284 Version 2 last review date: Aug, 2023
CMMS Support Portal
The CMMS Support Portal is an online service ticket management system. It allows users to lodge a ticket, which represents an issue or request, which can be assigned to an agent who will action the request. All tickets are date stamped and tracked, and allow for management of due dates and comments.
The CMMS Support Portal also allows for the management of a Knowledge Base, a repository of categorised articles or documents. Help documentation is stored here and made accessible to all users.
This service will be utilised to manage issues with the new system.
1. Creating a CMMS Support Portal Account
1.1 Visit https://cmmssupport.cbcgroup.com.au/ (opens in a new tab)
1.2 Click the ‘Sign Up’ link in the top right corner.
1.3 Complete the registration form, preferably with the same email account used for the CBC CMMS portal.
- The CMMS Support Portal will generate an activation link and send this to your email address.
- Click the Activation Link in your email to complete the sign-up process.
1.4 Login to the cbcgroup.freshdesk.com site
2. Accessing the Knowledge Base in the CMMS Support Portal
After logging in, the Knowledge Base is available from the initial view. Simply click the article you wish to read. Please review the articles prior to raising a new ticket.
3. Creating a Ticket in the CMMS Support Portal
Please check the Knowledge Base articles before raising a new ticket, as the answer to your query may already be available.
3.1 From the initial view, click the ‘New Support Ticket’ link.
3.2 Complete all required fields on the ticket:
- Requester: your email address, which should be pre-populated.
- Subject: A brief description of the issue or request.
- Type: Select an appropriate entry from the list.
- Priority:
- Group: Select ‘CBC CMMS’ from the list.
- Description: A more detailed description of the bug or issue, including the steps necessary to reproduce it. It is essential that the details of what was being done at the time is provided. Finding and fixing bugs can be difficult and time consuming, and if full details are not provided, it may not be possible to address it. Bugs with full details and reproduction steps will be prioritised above others.
- Where a high priority is selected, please provide detail in the Description field as to why this is a high priority to address.
3.3 Click the ‘Submit’ button.
- This will lodge your ticket and generate an email to administrators, who will assess, assign and act on the ticket.