Field Data Collection System Help/Support

• Configuration: Connections, upload problems
• Installation: Requesting assistance with installing or updating the application.
• Password: Log on problems.
• Troubleshoot: Error messages, incorrect results
• User Support: Data entry questions or problems

All FDCS and Field Data support issues should be submitted using the attached FDCS Support Request Form which is an Outlook e-mail template. If you do not have Outlook, use the Word document template and include it as an attachment in your e-mail program. After opening the document, copy or drag and drop the FDCS Support Request Form to your desktop. The form is an automated e-mail form with the proper e-mail addresses.

To use the Support Request Form, just click on the form on your desktop and follow the instructions listed below, please fill out completely and click send.

If you do not receive a reply to the support request within three business days, call the Solution Center (404-651-5010 or 1-800-651-5010) with the call ticket number (from the auto message). The Solution Center will follow up on the status of the call ticket.

HELP PROCEDURE

1. Testing Management and Contractor personnel should enter information on the FDCS Support request form and send e-mail to the Solution Center and the cc: list.

2. Replace the text and parenthesis ( ) with the information about the problem encountered. do not change text that is not in parenthesis.

3. Select the Item that best describes your situation and delete the other items.

4. Be as detailed as possible in the Description.

5. The Solution Center will create a call ticket, which will general the auto messages from the Group assigned and to the Requestor. (The Group is composed of the members of the cc: list. IT Application Support mailbox is checked on a regular basis by IT Applications Supervisors.)

6. For user support issues, on OMR member of the cc: list would create a "Reply to All" e-mail with the solution to the issue.

7. If the issue is a technical problem with the software, the call will be elevated to the IT Application Support group for resolution.

8. If Inspectors do not receive a reply to the support request within three business days, they should call the Solution Center (404-651-5010 or 1-800-651-5010) with the call ticket number (from the auto message). The Solution Center will follow-up on the status of the call ticket.

9. When a user support issue is settled by OMR personnel, an e-mail to the Solution Center will include the call ticket number and the message "This call has been Resolved. The solution is:__________." The Solution Center will log the Solution on the call ticket and change the status to Resolved. This will generate an auto message to the Requestor that this call is resolved and will be closed.

10. Remedy administration will review/approve the Solutions to be included in the knowledge base.