Service Requests are tickets to receive assistance from the RMS Customer Support team.
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Information
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Use
- Add Button
Information
Service Requests are tickets to receive assistance from the RMS Customer Support team.
Customers can log a Service Request for assistance or guidance on a particular area of RMS.
The following priorities can be set to determine the urgency of a Service Request.
Requiring Advice: Available for general enquires and non-urgent assistance. Contact made within 3 business days.
Urgent: Available for issues or enquiries affecting daily operations. Contact made within 3 business hours.
Emergency: Available for priority assistance when unable to access RMS or RMS is non-functional. Initial contact made within 15 minutes.
Users will require Security Profile access to use this feature.
-
Use
- Add Button
Use
- Go to Help > Service Requests in RMS.
- Select 'Add'.
- Enter a Contact Name, Email and Phone Number.
- Optional: Enter an Email CC.
- Select a Contact Preference.
- Select a Type & Sub Type.
- Enter a Subject.
- Enter the Service Request details.
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Optional: Add Attachments.
- Select the
'Add' icon.
- Select the Attachment and choose 'Open'.
- Select the
- Select a Priority.
- Save.
The following priorities can be set to determine the urgency of a Service Request.
Requiring Advice: Available for general enquires and non-urgent assistance. Contact made within 3 business days.
Urgent: Available for issues or enquiries affecting daily operations. Contact made within 3 business hours.
Emergency: Available for priority assistance when unable to access RMS or RMS is non-functional. Initial contact made within 15 minutes.
-
Guide
- Add Button
Guide
Go to Help > Service Requests in RMS.
Select 'Add'.
Enter a Contact Name, Email & Phone Number.
Optional: Enter an Email CC.
Select a Contact Preference.
Select a Type & Sub Type.
Enter a Subject.
Enter the Service Request details.
Optional: Add attachments.
Select a Priority.
Select 'Save' to store the changes made and submit the service request.
A pop-up window will appear to confirm your Service Request & provide a reference number.
An RMS Support team member will be in touch within your preferred time frame.
Use
- Go to Help > Service Requests in RMS.
- Select 'Add'.
- Enter a Contact Name, Email and Phone Number.
- Optional: Enter an Email CC.
- Select a Contact Preference.
- Select a Type & Sub Type.
- Enter a Subject.
- Enter the Service Request details.
-
Optional: Add Attachments.
- Select the
'Add' icon.
- Select the Attachment and choose 'Open'.
- Select the
- Select a Priority.
- Save.
The following priorities can be set to determine the urgency of a Service Request.
Requiring Advice: Available for general enquires and non-urgent assistance. Contact made within 3 business days.
Urgent: Available for issues or enquiries affecting daily operations. Contact made within 3 business hours.
Emergency: Available for priority assistance when unable to access RMS or RMS is non-functional. Initial contact made within 15 minutes.
-
Guide
- Add Button
Guide
Go to Help > Service Requests in RMS.
Select 'Add'.
Enter a Contact Name, Email & Phone Number.
Optional: Enter an Email CC.
Select a Contact Preference.
Select a Type & Sub Type.
Enter a Subject.
Enter the Service Request details.
Optional: Add attachments.
Select a Priority.
Select 'Save' to store the changes made and submit the service request.
A pop-up window will appear to confirm your Service Request & provide a reference number.
An RMS Support team member will be in touch within your preferred time frame.