With the amount the that RTA can do and the potential for human error, there may be a time you need some help navigating the system or fixing an error. You have already read the Knowledge Base articles and followed the instructions with no avail. It is now time to contact our 5-Star support team.
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Go to the RTA Help Desk Customer Portal and login
Click the link for Technical Support Request
Add a brief summary of the issue in the summary line
Add any additional detail or information in the description like if you are in RTA Web or Classic RTA
Optional: Add a phone number if you would like to receive a call
Optional: Add a priority to the ticket (see Ticket Priority Levels)
Anchor Priority-Levels Priority-Levels Select Send
You will get an email shortly after confirming ticket creation
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Working With Support
Once the ticket has been submitted you will receive a call back from our support team (or an email if no number was provided). Here is what to expect when working with a support agent
They will confirm the ticket information and ask for further details about your issue
The support agent will assess the issue and one of the following will happen:
They will walk you through troubleshooting the issue or process
They may ask to take over your system and fix the issue (RDP connection only)
They need to escalate the ticket
They need to look into your system deeper (may require a callback)
If they the issue requires follow-up, the agent will set up expectations and add notes to the ticket
If the Support hasn’t heard from you after requesting information, they may reach out to check the status
If the issue has been resolved they will close the ticket with notes
RTA Help Desk
Create An RTA Help Desk User
To create a user profile for RTA Help desk:
Go to https://rtafleet.atlassian.net/servicedesk/customer/portals
In the top right corner select Login
Put in the best email to reach you
You will receive a link in your email to complete setup
Create Password
Your account is setup
Navigating Help Desk
After you’ve submitted a ticket you will get a confirmation email. This email has a link to view your Request
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An issue has a priority level which indicates its importance. The currently defined priorities are listed below.
Blocker - System wide outage impacting all or most users
Critical - Partial or intermittent outage, loss of data, severe memory leak
Major - Major loss of function, no workaround or workaround is difficult to use
Minor - Minor loss of function, or other problem where easy workaround is present
Trivial - Cosmetic problem like misspelt words or misaligned text