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Xenial Product Documentation

Support Users

Xenial Cloud Portal Data Management Ordering Settings Settings Support Users

Use the Support Users editor to add and manage technical support user accounts for the Xenial Cloud POS application.

To create a support user:

  1. From the upper-right of the Support Users homepage, select Create Support User.

  2. From the menu pane on the left, select a page and define the respective settings.

    The following introduces the pages of the Support Users editor:

    Page

    Description

    General

    Specify the name and employee corporate code for the support user.

    Availability

    Specify the sites where the support user account is available.

    Roles

    Add Xenial Roles to the support user account. The permissions defined for the selected roles are granted to the account.

  3. From the upper-right of the screen, select Save.

General

From the General page of the Support Users editor, define the following settings for the user account:

Field

Description

Support User Name

Type the name for the support user.

Employee Corporate Code

Type a unique corporate code for the support user.

The Employee Corporate Code should not match the Corporate Code for any existing employee record.

Availability

From the Availability page of the Support Users editor, toggle Active to Active if the user account is available for use at company sites.

Multi-site users: To the right of the field, select the globe icon to define values for each site.

Roles

From the Roles page of the Support Users editor, add Xenial Roles to the user account. The permissions defined for the selected roles are granted to the user account.

To add roles to the account:

  1. From the upper-right of the Roles page, select Add Role.

  2. From the Add Roles window, select the roles.

  3. From the lower-right of the Add Roles window, select Add # Roles.

For more information about Xenial Roles, see Roles.

Generate Support User PIN

To sign on to the Xenial Cloud POS application and start a support session, generate a temporary PIN for the support user from the Xenial Cloud Portal.

For steps on how to generate a PIN, see Support User PIN.

Start Support Session

Once a temporary PIN is generated, the support user can sign on to the Xenial Cloud POS application and start a support session:

  1. From the Sign On screen at the POS, select Support to open the Xenial Support window.

    The Xenial Support window provides the following:

    • Xenial Support phone number.

      • The company number is specified on the General page of the Company Settings editor of the Xenial Cloud Portal.

      • Specify a unique number for a site on the General page of the Sites editor of the Xenial Cloud Portal.

    • Site name and ID.

    • Site address.

    • "Enter POS Support Mode" button (If Xenial Support users are not configured for the site, the "Enter POS Support Mode" button is not available).

  2. From the Xenial Support window, select Enter POS Support Mode.

  3. From the support session screen, type the six (6) digit PIN in the PIN-code field.

  4. From the support session screen, select Enter.