Edge Troubleshooting
Note: The Edge ticketing service is typically only used by Ricoh customers.
Ticket Creation Issue
If tickets are not created in TRAC from any integration, such as FMAudit or Edge, you should perform the following checks:
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Verify that the serial number of the asset exists in both Service Request and FMAudit. If it does, log into your TRAC site, and look up the building of the asset. Then select Admin>Space>Space Administrator and make sure that the Service Request Center is assigned. If it is not, that is the issue. Simply assign the center.
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If the Service Request Center is assigned, then verify that the alerts are set correctly in FMAudit. In order to verify, please contact FMAudit at steves@fmaudit.com.
For additional information, contact RMS Solutions by e-mail at rmssolutions@ricoh-usa.com.
Request Types
The following are the available Oracle / Edge request types.
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Hardware and Network Install/De-install/Retro-fit
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Poor Copy/Print Quality
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Jamming
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No Power/Down
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Cannot Print
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Error code
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Courtesy/PM
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Hardware Install/De-install/Retro-fit
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Accessory
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Can not RX/TX faxes
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Noise/odor
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Other
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Network Install/De-install/Retro-fit
HN01 HW & NW Install / De-install / Retro-fit
HW01 Poor Copy / Print Quality
HW02 Jamming
HW03 No Power / Down
HW04 Cannot Print
HW05 Error Code
HW06 Courtesy / PM
HW07 Install / De-install / Retro-fit
HW08 Accessory
HW09 Can Not RX / TX Faxes
HW10 Noise / Odor
HW11 Other
HW12 AMR Device
HW13 AMR Install
HW14 Team Lead Audit
NW01 Poor Copy / Print Quality
NW03 No Power / Down
NW04 Can Not Print
NW05 Error Code
NW06 Courtesy / PM
NW07 Install / De-install / Retro-fit
NW08 Accessory
NW09 Can Not RX / TX faxes
NW10 Noise / Odor
NW11 Other
SW01 Poor Copy / Print Quality
SW04 Cannot Print
SW05 Error Code
SW06 Courtesy / PMs
SW07 Install / De-install / Retro-fit
SW09 Can Not RX / TX Faxes
SW11 Other
For additional information, contact RMS Solutions by e-mail at rmssolutions@ricoh-usa.com.
Related Topics