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How to raise an Internet Services Change Request via Support Online
Published Date : 05 Sep 2014   Content Ref: TEC4074128  





Procedure

How to log an Internet Services Change Request via Support Online
  1. Log on to the http://www.rm.com/Support/DiagQuizGroupList.asp page using the Support Online username and password.
    Note: If you don't have a username, please send an email to customerprofiles@rm.com to get the required access rights.
  2. Under Standard Service Call, click Internet Services Change Request.
Image showing Internet Services Change Request

Types of changes

Once you have selected the option, you can see a list of options to request a change with us, as shown in the image below.

Image showing the types of changes

Select the specific change request

Based on the change requirement, select the required change request option from the list below:

  • Apple Service
  • Google Apps
  • Meraki Systems Manager
  • Office 365
  • Additional IP Addresses
  • DNS Change
  • Firewall Change
  • Generic Change Request
  • DNS - Add, modify or remove records
  • DNS - Transfer a Zone to SWGfL
  • DNS - Request a list of DNS records
  • Firewall - Inbound/Outbound Access
  • IP Increase
  • Bespoke Change Request
  • Installation Acceptance Test

For example: To raise a firewall change to access Apple Services from the school network, follow the steps below:

  1. Click the Apple Services option.
Image showing the Apple Services option

  1. Enter the details for the firewall change (usually the source IP address/range) and click Next.
Image showing Next

  1. In the 'Log a Support Call' window, enter the necessary issue details and Click Submit.
Image showing Submit

A window will appear showing the service call reference number and if any files or documents need to be uploaded, use the Upload Files option.

Note: You should note down the service call number for future reference.



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Document Keywords: support online, sol


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