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    If you require assistance or would like to speak with someone from RMS Customer Support please log a Service Request.



    Service Request

    Log a Service Request to contact Customer Support in RMS.

    Decision Tree

    Service Requests are tickets to receive assistance from the RMS Customer Support team.

    • Information
    • 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

    1. Go to Help > Service Requests in RMS.
    2. Select 'Add'. 
    3. Enter a Contact Name, Email and Phone Number.
    4. Optional: Enter an Email CC.
    5. Select a Contact Preference.
    6. Select a Type & Sub Type.
    7. Enter a Subject
    8. Enter the Service Request details.
    9. Optional: Add Attachments.
      1. Select the  'Add' icon.
      2. Select the Attachment and choose 'Open'.
    10. Select a Priority.
    11. 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

    1. Go to Help > Service Requests in RMS.
    2. Select 'Add'. 
    3. Enter a Contact Name, Email and Phone Number.
    4. Optional: Enter an Email CC.
    5. Select a Contact Preference.
    6. Select a Type & Sub Type.
    7. Enter a Subject
    8. Enter the Service Request details.
    9. Optional: Add Attachments.
      1. Select the  'Add' icon.
      2. Select the Attachment and choose 'Open'.
    10. Select a Priority.
    11. 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.



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