How to Open a Service Request – MFM

 

Preface: This document will serve as instruction for opening an IT Service Request to resolve an issue with MFM PCs.   Managers may print this document and make it available to employees so they may open a Request.  Please keep in mind, C3SD Inc. handles the management of the network, local PC and associated hardware like Ingenico.  Issues for anything pertaining to Citrix, Community, POS, User Accounts, Password resets, or T-Mobile in general must be logged through Reliance.

Support Hours: C3SD Inc. provides support to MFM LLC, Monday through Thursday 8am to 6pm and Friday 8am to 4:30pm.  Service Requests opened after these hours will typically be resolved the next business day.

Phone Support: Only Managers are authorized to contact the support phone number and may do so only after a ticket has been submitted via the following process.   This is to ensure that each Request is documented and able to be reported on.  The only exception to this rule is if the internet connection for the store has gone offline.

Submitting a Request for Support

  1. Begin by locating the icon 6 labeled C3 in the icon tray next to the clock.  In some cases one will need to click the small triangle 7 to view additional icons.
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  2. Right-Click the and select Submit Service Request
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  3. Enter information into the fields being as descriptive as possible.  Please enter your Manager’s email address to
    keep them in the loop.
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  4. If there is an error message on the screen, check the box to Attach Screenshot.   If there are other files/logs that you feel would help please click Add Files and upload them.   Then click Send.
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  5. Once the Service Request has been received by C3SD Inc. a pop-up balloon will appear above the Icon.SR7
  6. A C3SD tech will be in contact

 

 

 

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