IT Support — All on One Page

Context numbers identify the scenario / reason for an action taken in scheduling or call closure. Use the correct context so reporting and downstream routing stay accurate.

Context 24

Completing after the job was cancelled but the job is still on schedule.

Context 29

Closing calls that have parts.

Context 43

Zone Scheduler — schedule that exceeds allocations.

Context 77

Zone Scheduler — move into overburdened pocket.

Context 80

Scheduling — overbook a technician.

Context 82

Scheduling — change out of definite status.

Key things to remember: understand the definition and why it is happening, and consider whether the action you are about to take is the right one.

Quick lookup

1. Google Workspace (@guinco.com)

If you can still log in to any Google service (Gmail, Drive, etc.) on a device:

1. Go to myaccount.google.com/security → Password.
2. Enter your current password, then your new one.
3. Save. Sign back in on every other device.

If you're completely locked out:

1. Try the official recovery URL above.
2. Google will text the recovery phone or email a backup code.
3. If that fails, submit an IT ticket — an admin can force a reset from admin.google.com → Users → [your account] → Reset password.

Note: Forcing the reset signs you out everywhere. Plan a couple of minutes to re-authenticate Outlook on phone, Chrome on desktop, etc.

2. Windows / domain login

[Shane will fill in: local vs domain, self-service URL or IT-only, link to MS SSPR if applicable]

3. Rossware ServiceDesk (SD)

[Shane will fill in: self-service vs admin-reset, SD-Mobile and SD-CyberOffice nuance]

4. 3CX phone system + SCSUC portal

See the dedicated article: SCSUC and 3CX — Same company, two separate logins. These two have a tangled relationship that warrants its own page.

5. Storing your passwords

We strongly recommend Google Password Manager (built into Chrome). It syncs across your work devices and is protected by your @guinco.com SSO.

One exception: ServiceMatters.com requires 16-character passwords, and Chrome's auto-suggest only generates 15 characters. For that site, type your own 16+ character passphrase, then save it to the manager. See the ServiceMatters article for full context.

What's the relationship?

3CX and SCSUC are run by the same company, but they are two different products with two different login systems. Logging in to one does NOT log you in to the other.

• 3CX — our hosted phone system. Used for calls, voicemail, and the desktop / web softphone. Every Guinco employee has a 3CX account.
• SCSUC — [Shane will fill in the full product name and what it's used for: reporting / call analytics / recording management?] Not everyone has access — only specific roles (managers, supervisors, IT). If you're not sure whether you should have a SCSUC account, ask your manager.

Logging in to 3CX

• Web client: guinco.east.3cx.us
• Desktop app: Download from your 3CX welcome email (you got one when your account was provisioned). The app remembers your login.
• Mobile app: Search "3CX" in the App Store / Play Store. Scan the QR code from your welcome email to set up.

Forgot 3CX password:

1. Go to the web client URL above.
2. Click Forgot password.
3. Enter the email on file (usually your @guinco.com address).
4. Follow the link in the reset email.

If the reset email doesn't arrive, submit an IT ticket. We can force a reset from the 3CX admin console.

Logging in to SCSUC

[Shane will fill in: login URL, username convention, password-reset URL/process, escalation path]

Common confusion

"I changed my 3CX password and now SCSUC is broken."

It's not broken — SCSUC has its own separate password. Changing 3CX never updates SCSUC and vice versa. You need to reset each one independently.

"I don't have a SCSUC login. Should I?"

Probably not. SCSUC is a smaller subset of Guinco staff. If your role legitimately needs it, your manager will request it on your behalf via IT. Don't try to self-register at SCSUC — accounts are provisioned by IT.

Both systems, one ticket

If you're locked out of both at the same time (e.g., right after the company-wide email change), submit a single IT ticket and mention "both 3CX and SCSUC" — we'll reset each one and confirm back.

1. If your password is right and you still can't log in, start a forgot-password from this URL only: access.whirlpool.com/wpass/extAccountRecovery/dashboard — any other bookmarked recovery page will fail silently.
2. If your ServiceMatters account was created before our company-wide email restructuring in Summer 2025, the reset email goes to your old email first and forwards to your current one. Wait longer than the on-screen timer says — it can take a few minutes to arrive.
3. Whirlpool now requires 16-character passwords. Google Password Manager's auto-generated suggestions are only 15 characters — they will be rejected. Set a 16+ character password yourself, then save it in Google Password Manager so you never have to do this again.

1. Use the correct password-reset URL

The only URL that works for ServiceMatters password recovery is:

access.whirlpool.com/wpass/extAccountRecovery/dashboard

⚠️ Important: Other Whirlpool recovery pages are still online and look like they work — but submitting from them won't actually send a reset email. If you have an older recovery URL bookmarked, delete the bookmark and replace it with the one above.

2. Your username is the same. The email may not be.

If you created your ServiceMatters account before Summer 2025, Whirlpool still has your old @guinco.com email on file.

• Your username didn't change — keep using the same one.
• The password-reset email gets sent to the old email, then forwarded to your current inbox.
• This forwarding hop adds extra delay. The page may say "your email should arrive in 1-2 minutes" — plan for 5-10 minutes and check spam/junk.
• If it has been more than 15 minutes with nothing in your inbox, submit an IT ticket so we can verify the forward is still in place.

3. The new 16-character password requirement

Whirlpool changed the minimum password length to 16 characters. This breaks a common workflow:

• Google Chrome's "Suggest Strong Password" generates 15-character passwords.
• ServiceMatters will reject the 15-char suggestion with a generic error.

How to handle it:

1. Type your own 16+ character password (a passphrase like tundra-iceberg-glacier-42! works well and is easy to remember).
2. Set it on ServiceMatters.
3. Save it to Google Password Manager when Chrome offers to — this way you only have to do this dance once.

✅ We still recommend Google Password Manager — just don't rely on its auto-suggest for ServiceMatters specifically.

4. Still stuck?

Submit an IT ticket with:

• The username you're trying to log in with
• A screenshot of any error message you see
• Whether your account predates Summer 2025 (helps us check the email forward chain)