Submitting an RT request is done after your attempt to troubleshoot the machine has failed to resolve the problem.

“Quick tips for troubleshooting”

Is the machine receiving power and the display illuminated?  Has there been an attempt to troubleshoot the problem by following the machine-generated prompts (ie: clear paper jam, check paper trays, refill toner, etc.)?  Was there an error code available?

“The RT process will begin, feel free to check updates to the ticket at anytime”

After an RT request has been submitted, the A&R staff will complete the following steps and update all information into the RT as it’s available.

Upon receiving an RT request if the machine is under active service contract the maintenance company will be contacted and the RT request updated to confirm technician has been dispatched. 

If technician should arrive to conduct repairs without checking in with A&R Staff please contact A&R immediately, as this interaction is needed to properly update the RT ticket. Also, any paperwork for services rendered must be signed for by A&R Staff. 

Once the technician had completed the service A&R will close the ticket and document any information concerning this request.