What This Process Does


  • Sends a cybersupport request (helpdesk ticket) to the RDA call board.
  • Once on the call board, a member of the support team takes the ticket and responds to the request.


Requirements


  • In order to submit a cybersupport request to our call board, the appropriate module and process where the issue originates must be entered in its field. Not populating these fields will result in the ticket NOT being sent to our call board.


Sending a Cybersupport Ticket


  1. To Submit from a Process/Report within the Module → Help Button (question mark) → Cybersupport (life preserver)
  2. Populate the appropriate fields. It is very helpful to the RDA support team if the description is as succinct as possible.
  3. When all fields are populated, click Submit.
  4. Once sent, you should receive an email from RDA informing that your ticket has successfully been submitted to our call board and that a response is forthcoming.


  1. To Submit from the Help Menu within a Module → Help → Cybersupport
  2. Populate the appropriate fields. When submitting cyber support from Help, no fields are populated so all fields must be completed. It is very helpful to the RDA support team if the description is as succinct as possible.
  3. When all fields are populated, click Submit.
  4. Once sent, you should receive an email from RDA informing that your ticket has successfully been submitted to our call board and that a response is forthcoming.


FIELDSOpt.Rec.Req.Description
Email——♦The email address of the user sending the cybersupport request; populates based on what is entered in the user's security profile
Phone——♦The phone number of the user sending the cybersupport request; populates based on what is entered in the user's security profile (phone number or cell phone)
Ext.—♦—The phone extension number of the user sending the cybersupport request; populates based on what is entered in the user's security profile
Product/Module——♦The module where the cybersupport request is being sent from
Process——♦The process or report where the cybersupport is being sent from
Install Date——♦The install date of the module where the cybersupport is being sent from
Compile Date——♦The compile date of the module where the cybersupport is being sent from
Subject of Request——♦The description of the issue; it is very helpful if the description is as succinct as possible
Opt. = Optional  Rec. = Recommended  Req. = Required