1. CitiBuy Support January, 2009 This guide will provide you with a quick overview of the new Support Portal for the Baltimore CitiBuy Purchasing System City Vendor Guide to the CitiBuy Support Portal

2. CitiBuy Support January, 2009 2 To better assist CitiBuy vendors, the Bureau of Purchases has implemented a web-based support portal. The new support portal provides system guidance, ‘how-to” articles and a library of files that can be downloaded. Users can also use the portal to submit an electronic help ticket to the CitiBuy helpdesk. The portal will track each request until it is resolved. Before You Begin

3. CitiBuy Support January, 2009 4 How To Reach Support from a Web Browser 1. Open Your Internet Browser Software 2. Enter the following Internet address into your web browser: Support.BaltimoreCitiBuy.org 3. Click on “Vendor Support” to enter the portal 1. Login to CitiBuy at www.baltimorecitibuy.org 2. Click the Customer Service link at the top left of your CitiBuy window 3.CitiBuy Support will pop- up in a new window 4.Click on “Vendor Support” to enter the portal From The Internet From CitiBuy

4. CitiBuy Support January, 2009 6 CitiBuy Support Portal Components Search One of the most effective ways to find information on the portal is to type the topic that you are looking for in the Search box. This will allow you to retrieve information from any portal component in one step. News CitiBuy news articles Knowledgebase Browse a variety of articles about CitiBuy Register Create a user account in the portal Submit A Ticket Request help from CitiBuy support staff Troubleshooter Answer questions to solve a problem Downloads Library of files that you can download

5. CitiBuy Support January, 2009 8 CitiBuy Knowledgebase and News News This component contains an archive of news articles that can only be found in the CitiBuy Support Portal. CitiBuy has it's own news items, which are more brief and may link to a longer article on the portal Knowledgebase This section of the portal allows you to browse articles on how to use CitiBuy Articles in the Knowledgebase are organized by topic. You can view an article by clicking on the article's title

6. CitiBuy Support January, 2009 9 Submit a Ticket for Help How To Submit A Ticket This section of the portal allows you to Submit a Ticket ticket requesting help from CitiBuy support staff. You must enter basic information to Submit a Ticket. Once it is submitted, the portal will alert the CitiBuy helpdesk. Request Detail You will also receive an email telling you that your ticket has been received. Replies to your ticket will also be sent via email. When you reply to an email from CitiBuy Support, keep the original ticket number in the subject line of your email. This helps us track all emails about your request. Important

7. CitiBuy Support January, 2009 11 Troubleshooter and Downloads Downloads This section contains a library of files organized by topic. You can download these files to your computer and study them to get more information about a specific topic. Troubleshooter This section of the portal provides you with a way to get help by answering YES or NO to a series of questions. When you answer NO to one of the questions, you will see a solution to the problem that you are having.

8. CitiBuy Support January, 2009 12 Support Portal Registration Registration (Optional) This section allows you to create a user account in the portal. The purpose of having a user account is to be able to track progress on tickets that you submit. Registration is not required to view content on the CitiBuy Support portal. The portal will automatically create a user account when you submit your first ticket. You do not have to login to the portal unless you wish to view progress on your help ticket requests.