1. How are Unallocated Executives, Contractor C and general staff user groups on BaseUp?
2. What do I do if a Qantas user reaches out saying they can’t see any buildings to book?
In the BaseUp management portal, go to User Search in the ‘Operations’ section.
Search their name or email and open their profile
Check the below fields are set:
Field 1: Employee type (contractor or permanent)
Field 2: Office location (include SYDQC)
If both fields are set, ask the user to confirm:
They’re logging in with their qantas.com.au email (not Qantas Loyalty)
They’re on the Book tab of the app (not Parking registration)
If they’re on the ‘Book’ tab and still can’t see buildings:
Ask if they’ve recently changed their email
If yes, ask them to raise a support ticket with Qantas IT
If employee type and/or office location is missing, confirm if they are permanent staff or a contractor:
If permanent staff, add them to the ‘Temp | Perm staff with empty metadata’ user group
If contractor, add them to the ‘Contractor C ’user group.
Tell the user they should be able to book parking after this
Please note: if these fields are missing, you can’t manually add them. The workaround is to add the user to the temporary user group.
BaseUp and Qantas IT are working together to prevent missing metadata. If you come across this issue, use this temporary fix so the user can book straight away and doesn’t have to wait.
Also, Users who do not exist in the system or do not have a valid staff ID should not be added to the temporary group. These cases must be escalated to Qantas IT to ensure the user is correctly added to the Active Directory (AD) group before access can be provided.
3. How to create an allocation (ACAM, Shift Worker, Allocated Executive)
Create the allocation in BaseUp
Go to Configuration → Allocations
Select Create allocation
Set the details based on the allocation type (see table below)
Enter the driver’s qantas.com.au email
Set End date to 2030
Select Create (top right)
Allocation setup
ACAM
Select Floor: QCD
Bay: ACAM bay
Shift Worker
Select Floor: Campus Undercover
Bay: Shift Work bay (any)
Allocated Executive
Select Floor: QCA or QCD
Bay: Bay number the driver will be allocated to
Result
The user gets 24/7 access to the allocated location without needing to make a booking.
Next step: prevent gifting and sharing if they do not have an executive allocation at QCA or QCD.
Go to the ‘User Group’ tab under the configuration section.
Select the ‘Disable Gifting and Release’ user group.
Select upload CSV and upload a CSV that has 2 columns, in the below format
identifier | Allocation Gifting | Allocation Release |
Driver email | Disabled | Disabled |
Select 'Allocation Gifting' followed by 'Upload Users'
You can add the same users multiple times, the last upload of the 'Allocation Gifting' and 'Allocation Release' column is what will control if the user has the ability to gift or not
3.1 How do I grant a user access to Joey Club parking?
Add them to the user group called QCD Joey Club, and they will be granted permanent access to that carpark to drop off their kids.
Genetec
If this is a new user, find their profile in Genetec and add their vehicle registration.
If they’ve booked through BaseUp before, their Genetec profile should already include their licence plate.
4. What if the shift worker or joey club user does not have a qantas.com.au email?
Follow the same steps as for a Qantas staff member, but first make sure the driver has a Genetec account.
Once the Genetec account is confirmed/created and the allocation is set up in BaseUp, raise a BaseUp support request.
Include the driver’s client ID and ask the team to update it in BaseUp.
This will be updated soon so Qantas can manually upload Staff IDs for non-Qantas staff.
Please note, if the client ID in BaseUp isn’t updated to match Genetec, the driver won’t be granted carpark access.
5. How do I enable gifting for someone who has it disabled?
Go to the ‘User Group’ tab under the configuration section.
Select the ‘Disable Gifting and Release’ user group.
Select upload CSV and upload a CSV that has 2 columns, in the below format
Please note, the cell below ‘Allocation Gifting’ must be blank
identifier | Allocation Gifting | Allocation Release |
Driver email | Disabled | Disabled |
Select 'Allocation Gifting' followed by 'Upload Users'
You can add the same users multiple times, the last upload of the 'Allocation Gifting' and 'Allocation Release' column is what will control if the user has the ability to gift or not
6. How do I check live data on how many people haven’t arrived, or have arrived, at each carpark?
In the BaseUp Management Portal, go to Operations → Live View → Current date
This view shows allocations (shift workers, ACAM, executives, Joey Club) and bookings
To see booking arrivals, apply these filters:
Type Column: select is Booking, then select Update
Building Column: type the building name, then select Update
Entry Column:
Select 'Is Empty' + Update to see not yet arrived
Select 'Is not Empty' + Update to see arrived
Tip
· After selecting Update, click a blank area to close the filter panel.
Result
You’ll see the list, and the count at the bottom left of the table.
7. How do I check live data on how many bays are available for booking at each carpark?
In the BaseUp Management Portal, go to Operations → Live View
Select the current date (or a future date)
Select 'Empty'
Apply these filters:
Category Column: select Is Truck (shows car bays only, excludes motorbike and accessible)
Asset group Column: select Include Parking (shows bookable bays across all buildings and excludes buffer bays)
To filter to one building:
Right-click the asset group that includes the building you’re reporting on
Copy the full asset group name
8. How do I troubleshoot Qantas access issues? What to check if someone reports issues entering the carpark.
Step 1: Verify User Account
In the Management Portal, go to User Search under the Operations tab.
Enter the driver’s email address, name, or licence plate.
Select the user and confirm that:
the correct licence plate is registered to their profile, and
they have an employee number listed.
If they do not have an employee number, they have not been added to the AD group by the Qantas IT team. In this case:
ask Qantas to escalate the issue to their IT team, and
notify the property team that the user will continue to have access issues until this is resolved.
They are only able to book because they were added to the temporary user group.
If they do have both a vehicle and an employee number correctly registered to their profile, go to the Bookings tab in their profile.
Confirm that the user has an active booking or allocation in BaseUp for the day you are investigating.
Step 2: Check Booking Details
Select the booking you are troubleshooting and review:
The date and time of the booking
The building/location of the booking
Confirm the booking is for the same building where the user tried to access the car park
Step 3: Check Access Rule Creation
Open the booking and confirm that an access rule has been created for the user’s booking.
If the booking is at Mascot Campus, the Genetec access rule will say ‘Created’.
If the booking is at Park on King, the CDS access rule will say ‘Created’.
Step 4: Review Access Event Logs
Check the access event logs to confirm whether the driver has entered the carpark via LPR or swipe card.
Step 5: Check The Booking Creation Details
If a driver is still experiencing issues despite having the correct details in place (employee number, correct vehicle, and access rules), it is important to check when the booking was created and the time they attempted to enter the car park.
There can sometimes be a slight delay in the system updating booking data on the dashboard. Additionally, if a user creates a booking for a later time (for example, 12:30 PM) but attempts to enter earlier (e.g. 10:30 AM), they will not be able to access the car park.
Step 6: Check Integration Status
If the access rule shows both CDS and Genetic integration status as “Skipped”, this means that BaseUp did not create an access rule for that booking. Please escalate the issue to the BaseUp for further investigation. Please escalate via the support widget or by emailing [email protected]. Also, before reaching out to the BaseUp team, please ensure the user has an employee ID and is added to the relevant AD group, as car park access is controlled through this group.
9. How do I check if someone has used their booking?
On the BaseUp dashboard, go to the live view.
Select the date you want to check if a driver has used their booking.
On the 'identifier' column, set the filter to include their email address.
Check the 'Entry' and 'Exit' columns to look for any time stamps.
The time stamps show the time the user accessed the carpark.
If they are empty, the user did not use their booking.
To verify how the person entered, expand the 'Access' column on the live view, and check the gate name they accessed (it will say either ALPR or card reader).
The 'Credentials' column are a work in progress and currently do not relate to granting carpark access. Please ignore this column when generating no show reports.
10. What is the difference between accessibility parking and mobility parking?
Accessibility parking is for drivers who hold a valid accessibility permit and are approved to use disabled parking spaces.
To access these bays:
the driver must be added to the Accessibility user group
their vehicle must have Accessibility Required turned on
Mobility parking is for drivers who do not have an accessibility permit, but do have a medical certificate confirming they need parking closer to the office.
To access these bays:
the driver should be added to the relevant group
their vehicle should not have Accessibility Required turned on, as mobility bays are set up as standard bays
Once added to the group, the driver will be able to select Mobility Parking as their first preference in the Book tab of the app.
If mobility bays have not been booked, they become available to all staff from 7:00 am on the same day.
11. A user has two profiles and can't access the car park
This happens when the user's email address has changed. Raise a support ticket with the BaseUp team and ask them to merge the email address to the identifier for the correctly configured profile, that is, the one with all the required information added.
12. False no-shows: the same vehicle registered across two profiles
This happens when a driver has the same vehicle registered on two profiles. Genetec is the system that tells BaseUp who owns a credential or vehicle. Showing access events on both accounts would be a major change to the integration design, so we don't recommend it at this stage.
License plates are stored in both BaseUp and Genetec, particularly for allocated drivers, so the BaseUp plate report won't include all of them. To rule out false no-shows, download a list of plates from Genetec to identify shared vehicles, then exclude those users from the no-show report if they're already captured there.