DXC Red Rock

RedCentre Customer User Manual

Red Rock Customer Services
April 2021
RedCentre User Manual

Table of Contents
1 RedCentre Introduction ................................................................................................................ 2
2 General Case Information ............................................................................................................ 3
3 Logging-In and Passwords .......................................................................................................... 5
3.1 Logging into RedCentre – first time ...................................................................................... 5
3.2 Logging into RedCentre – once you have reset your password ........................................... 6
4 Creating a Case for an Incident ................................................................................................... 7
4.1 How to Create an Incident .................................................................................................... 7
4.2 How to Update an Incident ................................................................................................... 9
4.3 Activity Stream .................................................................................................................... 11
4.4 If an Incident is awaiting your action ................................................................................... 11
4.5 Replying to Emails Received from RedCentre ................................................................... 12
4.6 How to Close or Reopen a Resolved Incident .................................................................... 12
5 Creating a Case for a Request ................................................................................................... 14
6 Navigation .................................................................................................................................... 15
6.1 Homepage – Customer Super User ................................................................................... 15
6.2 Filter Bar ............................................................................................................................. 16
6.3 Sorting and Filtering Results ............................................................................................... 16
6.4 Activity Stream / Case Updates .......................................................................................... 17
6.5 Getting Back to your Homepage ......................................................................................... 17
6.6 Filtering Results .................................................................................................................. 17
6.7 Other Personalisation Options ............................................................................................ 18
7 Change Management .................................................................................................................. 19
7.1 Change Request Customer Approver................................................................................. 19

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RedCentre User Manual

1 RedCentre Introduction
RedCentre is Red Rock’s Service Management toolset based on the ServiceNow platform.
This document will show you how to log into RedCentre, raise a case and provides some tips on basic
screen navigation.
As a customer user, you will have access to log, update and close your own Incident(s)/Request(s) in
RedCentre.
If you have been nominated as a customer super user, you will also be able to view (but not update)
all of the Incidents and Requests for your company, including those raised by other users within your
organization.
In cases where you are identified as the Customer Change Approver, you can review and Approve
Changes specific to your organisation via Email.
In order to access RedCentre, you should have received an email from Red Rock with your
RedCentre username. This will not contain a password. You will need to set your password on your
initial login.
If you do not have an email with your RedCentre set up confirmation and login details, please contact
Red Rock’s Service Desk via either phone or email. We will require approval from your company’s
authorized contact before Red Rock can grant you access to RedCentre.

Contact Methods:
Phone
Australia: 1 300 RED ROC (1 300 733 762)
New Zealand: +64 508 473 376
Other Countries: +61 3 9067 5050
Email: [email protected]
Web: https://redrock.service-now.com/navpage.do

All rights reserved. DXC Confidential Information 2

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2 General Case Information

Do you wish to raise an Incident or a Request?
The following guidelines should assist when trying to determine the correct call type to log calls within
the system. Where not logged correctly, we may need to close the existing call and re-log under the
correct type, so important to get correct as much as possible.
Incident – An unplanned interruption to or a reduction in the quality of an application or component.
This may include a failure in a process, an application error, hardware failure, poor performance or an
environment outage caused by a lack of disk space.
Request - A request from a user for information, advice, an action to be taken etc. A request may
include password resets, assistance with application functional questions, re-running a report or
adding disk space as a result of a warning alert.

What is the priority of the case you are raising?

The Impact and Urgency of a case combine to define Priority as per the table below.
Impact - A measure of the effect that an Incident or Request is having or might have on the business
and is most often proportional to the number of users affected, or the financial impact to the business.

Urgency - A measure of how long it will be until an Incident or Request has a significant impact on the
business. It describes the urgency to be applied to responding to the case.

Impact
Priority 1 - High 2- Med 3 - Low
Urgency

1 - High 1 2 3
2 - Med 2 3 4
3- Low 3 4 4
Priority 1 Cases - Please phone Red Rock for all Severity 1 cases.

Impact Guidelines

1 – High Complete outage of a critical business system, of loss of core business function

2 - Medium Partial outage or Inability for a group of users to perform a core business function
without assistance

3 – Low Affecting a single non-critical System or less than 5 user(s), Inability for a
individual user to perform a core business function without assistance

Urgency Guidelines

1 – High Immediate action required – urgency is above all other non-priority 1 Cases

2 - Medium Immediate assessment of the situation required, may interrupt other staff working
on low or medium priority Cases, operating within normal supervisory
management structures

3 – Low Response using standard procedures and operating within normal supervisory
management structures is acceptable

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Example of Priority

1 An Incident that is:

a complete outage of a system preventing a significant group of users from

performing a critical business function; or

has caused, or could cause, a security breach.

2 An Incident or Request that is:

preventing an individual user or small group of users from performing a critical

business function; or

severely restricting the effectiveness of a VIP User or significant group of users in

performing an important business function.

3 An Incident or Request that is:

restricting the effectiveness of an individual in performing an important business

function.

4 An Incident or Request that is:

causing a minor impact on the business. A fix can be provided when resources
are available.

• Red Rock reserves the right to negotiate the Priority Rating with Customer if we believe the
specified rating is not appropriate based on analysis of the impact and urgency.

• All Cases should be logged by Customer using Red Rock’s Red Centre Support Portal or you
can e-mail the Red Rock Service Desk Team at [email protected].

• Incidents logged as, or escalated to Priority 1, must also be notified to the Red Rock Service
Desk by telephone.

• If a Priority Rating is not communicated to the Red Rock Service Desk by Customer, then
Incident/Request will be defaulted to Priority 3.

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3 Logging-In and Passwords

3.1 Logging into RedCentre – first time
RedCentre can be accessed from the public internet via a secure web browser.
The URL is https://redrock.service-now.com/navpage.do

Username: This will be your corporate email address, e.g. [email protected]

Password: On your first login, you will be prompted to reset your password. Follow the steps to
create a new password.
If at any time you forget your password, there is a Forgot Password link on the login page so you can
reset the password.

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3.2 Logging into RedCentre – once you have reset your

password
Use the same URL https://redrock.service-now.com/ This brings you to the same login screen:

Please enter your username & password and Click “Login”.

This will bring you to your Self-Service Homepage. To return to this homepage at any time, click on
the RedCentre or DXC.technology icon at the top of the screen.

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4 Creating a Case for an Incident

Incident Definition: An unplanned interruption to or a reduction in the quality of an application or
component. This may include a failure in a process, an application error, hardware failure or poor
performance.

4.1 How to Create an Incident

To create an incident in RedCentre, select Create New Incident on the navigation pane on the left-
hand side:

Fill in the details of your incident.

Detailed Steps

1. RedCentre will automatically allocate an incident reference number, prefixed with INC

2. Update the affected contact, if not you, e.g. you are raising the case for another user. The
user must exist in RedCentre.

3. Select the Category of the incident, e.g. EPM-Planning, JD Edwards Apps-Functional, Oracle
Database, OS – UNIX/Linux. The options available to you will be tailored to your specific
support environment.

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4. Select the Configuration Item from the available list. This is the affected component, includes
the category and whether is it the Production or Non-product environment

5. Select the Sub-category based on the nature/reason for the ticket, some examples are
provided in the table below however the list applicable to you will be configured specifically to
your support environment.

Sub-Category

Enhancement System Support – Calculation

General – Meeting/Training System Support – Data Issues

General – Support Management System Support – Data Load

System Admin – On-going Admin System Support – Form / Reports

System Admin – Proactive Maintenance System Support – Security

System Admin – Stat Collection Technical – Back-up / Restore

Technical – Client Software Technical – Migration

Technical - Other Technical – Overnight Process

Technical – Patching Technical – System Down

6. Select the Impact of the incident to your business. The impact is as measure of the effect that
an Incident or Request is having or might have on the business and is most often proportional
to the number of users affected, or the financial impact to the business

7. Select the Urgency in which the incident needs to be addressed. The urgency is a measure of
how long it will be until an Incident or Request has a significant impact on the business. It
describes the urgency to be applied to responding to the case.

8. The Priority will be calculated by RedCentre from the impact and urgency.

Note: Whilst Priority 1 calls will be automatically escalated by RedCentre, phoning

these through to the Red Rock Service Desk will help to ensure an immediate
response.

9. Insert a Summary of the Incident which is a high-level reference of the incident.

10. Insert an initial description of the Incident in the "Detailed Description" field. Note that once
the case is saved, this field cannot be updated. Please provide as much information as
possible.

11. If you have an attachment, you can add this via the paperclip at the top right-hand side,
circled in pink above.

12. You can insert further comments in the "Case Update Comments" field at any time. This is
the area used to provide an update on the incident by either the customer, or Red Rock
Managed Services at any stage. It is tracked at the bottom of the incident for reference. For
the first entry, you can leave blank.
13. If you have also raised the incident in your own service tool, you can enter this reference in
the Customer Reference ID field.

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14. Click ‘Save’ to save any data entry and stay on the same screen (also submits case), or
‘Submit’ to submit the incident to Red Rock. In either case, RedCentre will assign the incident
to the correct assignment group to pick the call up and work on it.

15. To update the incident at any stage, after you open it, you can use the Case Update
Comments area. This is shown in the next section.

16. Once Red Rock Managed Services assigns the case to a consultant and they review the case
to assess it, the status will change from "New" to "In Progress”. If there are SLAs involved,
this calculates the Response SLA.

Things to note:

• Red asterisks at the start of a field denote that field entry is mandatory

• Greyed out fields cannot be filled / updated – a red strikethrough symbol will appear if you
attempt to update.

• The magnifying glass brings up a drop-down list for allowable selections. These will default
according to your user login, as they have been predefined for you, according to what Red
Rock Managed Services provides, as part of our support contract.

4.2 How to Update an Incident

You can click on the incident directly from your homepage to update it.

To only see your open incidents, click on the “My Incidents” selection on the left-hand side pane.

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Sort your incidents by clicking on any of the headers.

Export your incidents by right mouse clicking on a blank header space.

Once the incident is selected, you can see any updates made on the ticket by scrolling to the bottom
of the incident. You can also add your own updates in the Case Update Comments section.

Attachments can be added at any stage via the paperclip at the top.

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4.3 Activity Stream

To view the activity stream / ticket interactions, select the waveform icon at the top of the screen.

4.4 If an Incident is awaiting your action

If at any stage, an incident is assigned back to you (e.g. for additional information or for testing), you
will receive an email notifying of the change in status, see below for an example.

Note: Please do not alter the Email subject or message reference number (E.g. Ref:
RRMSG0000001).

The latest comment from a Red Rock Consultant will be at the top of the email. Clicking on the link will
open the incident in RedCentre if you are logged in.
If the incident has been reassigned back to you for actioning, you will need to perform the requested
action and reassign the case back to Red Rock for further work. Note: if there are active SLAs, the
clock will stop while the case is assigned back to you.

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To ensure the Red Rock consultant knows an update has been entered and is back with them to
action, you will need to click on the “Back to Red Rock” button on the top right, next to the Save & Exit
button.

4.5 Replying to Emails Received from RedCentre

RedCentre will automatically email the requestor and affected contact in the following situations:

• When it has been opened

• When the Red Rock Consultant chooses to email the requestor and affected contact

• When a case is assigned back to you for actioning (as per the previous section)

• When a case is resolved (as per the following section)

If you reply to any of these emails, the case in RedCentre will be updated to say that an email has
been received and your email will go into the activity log for the case. The assigned consultant will be
notified.

4.6 How to Close or Reopen a Resolved Incident

If Red Rock resolves an incident, you will receive an email notification: ‘Your incident 'INC0010928'
has been resolved but we need your feedback’.

Once you test, or confirm that the incident is indeed resolved, please confirm your approval to close it
via the email link. If you are unsatisfied with the resolution, you can also reject the incident closure via
the other link in the same email. The links are embedded in the email as follows:

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Note: Please do not alter the Email subject or message reference number (E.g. Ref:
RRMSG0000001).
• If the affected user clicks on the satisfied link, a new email will be opened in the user’s
Outlook with all the details already populated. Comments can be added at the bottom which
will be updated back in RedCentre. The incident status is then automatically updated to
“Closed” in RedCentre and cannot be re-opened.

• If the affected user clicks on the not satisfied link, a new email will be opened in the user’s
Outlook with all the details already populated. Comments can be added at the bottom which
will be updated back in RedCentre. The incident status is then automatically updated to “In
Progress” in RedCentre, for Red Rock to pick up and action.

• If you do not action any of the links, the incident will be automatically be closed by
RedCentre. This is currently set to happen after 5 days.

You cannot close out a request directly in RedCentre. You need to ask Red Rock to do this on your
behalf by either: phone, email or by making a case update requesting for case closure.

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5 Creating a Case for a Request

Definition: Service Request – A non-Incident/non-Problem related request from a user for
information, advice, a Standard Change (MAC) to or for access to an IT Service. For example, to
reset a password, or to provide standard IT Services for a new User.
The process for raising, updating and closing a Request is the same as the incident process, other
than you initiate the process by selecting the ‘Create New Request’ from the navigation pane.

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6 Navigation
6.1 Homepage – Customer Super User
If you are a customer super user, in addition to your own cases, you will also be able to view all cases
raised by all users from your company. This is a view access only and you will not be able to make
updates to other users’ cases. If you want to update, please contact the user (requestor or affected
contact) or send an email to the Red Rock Service Desk requesting that they update the case on your
behalf.
If you need Customer Super User Access, Please reach out to the Red Rock Service Desk team
providing the following details; First Name, Last Name, Email ID, Company Name, User Location &
Phone Number. They will work with the authorised customer representative to assess the requirement
and action the request.

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6.2 Filter Bar

The top left section of the navigation pane is also known as the Filter Bar. The Filter Bar enables you
to search for functionality within RedCentre. Only functionality that your assigned role allows will be
returned. Type into the box which says "Type filter text" to filter the results.

For example; typing "request" or part thereof, as per the image below (do not use requests),
retrieves all of the functions relative to requests. Typing "incident" or part thereof (do not use
incidents), would retrieve all incident related functions on the left-hand side pane to choose from.
Note: this is mainly useful for people with various types of access in RedCentre. As a customer user,
you will already see all of your available functions at once on the navigation pane, as per the screen
above.

6.3 Sorting and Filtering Results

You can also sort retrieved results by clicking on the column heading. You can also filter results when
the results filter option is available as below. Adding attachments is done via the use of the paperclip
located in the top right hand side (not shown below).

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6.4 Activity Stream / Case Updates

You can see the case history without having to open cases via the Activity Stream. This is accessed
via the waveform icon.

6.5 Getting Back to your Homepage

You can get back to your homepage by clicking on the company icon at the top of the screen, or via
the filter section on the left-hand side.

6.6 Filtering Results

You can narrow down the results by right clicking on any field. This is useful when there are many
cases. For example, you can choose to only see the cases against one particular configuration item,
or you could choose to exclude all Functional cases. In the following example, we just want to see all
functional cases raised against the production application.

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Returned results if show matching selected

6.7 Other Personalisation Options

There are other personalization options available via the main gear. This includes a printer friendly
option to print your homepage.

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7 Change Management
Where required by our customers, Red Rock utilises the change management process within
RedCentre to log, assess and approve changes. This process provides a workflow for internal
approval prior to final customer approval and change implementation.

7.1 Change Request Customer Approver

Where you are nominated as a customer change owner and a change is submitted for final approval,
an e-mail is triggered containing all information relevant to the change. All internal Red Rock
assessments have been completed at this stage; customer approval is the final step.

From this e-mail, you can either approve or reject via e-mail with specific actions and comments
logged in RedCentre for tracking and audit purposes.

The following is the Example template of the Email received by Customer.

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When you have reviewed the details provided within the change and don’t wish to make any changes;

• A customized email will open in which comments can be entered and sent

• Add any comments that may be important or relevant into the body of the e-mail

• When finished, click the send button

• Contents of the e-mail will be copied to work notes of the change in Red Centre

• The status will also be updated to approved

This will indicate to Red Rock that the work can commence as per the agreed parameters within the
change record.

Where the contents of the change need to be adjusted, or where there is additional work needed prior
to the approval being granted, you can click on the Reject button;

• This will open a custom e-mail in which comments can be entered and sent

• The comments entered on the body of the mail will be copied to the work notes of the change

• When finished, click the send button

• Contents of the e-mail will be copied to work notes of the change in Red Centre

• The status of the change will be moved back to draft status

• The change will need to be re-assessed and submitted again, this resets all previously provided
approvals

As all approvals are revoked on rejection, it’s recommended that you reach out to the change owner
for clarification of details of the change prior to rejecting as the re-approval process may take some
time.

Note: On both approval and rejection e-mails, please do not alter the Email subject or message
reference number (E.g. Ref: RRMSG0000001).

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