Mail and Document Center

User Guide – Service Request Module

Ricoh is the leading provider of innovative products and services that enable our customers to manage document workflow and increase efficiency.

We are pleased to offer TRAC Solution, an easy-to-use, web-based reporting tool that allows your company to efficiently manage people, space, assets, and document management functions. 

There is no software to load on your computer.  All you need is an internet connection and your projects are always available to you 

Using the TRAC Solution Service Request Module, customers can submit service requests from the convenience of their desktop using an easy-to-use online form.  They can monitor the service request in real time to remain updated on its status.

If You Have Questions

For your convenience, you can view an online overview of the features of the TRAC Solution at http://ricoh.adobeconnect.com/traccustomergeneral/.

Additionally, there is a short presentation specific to the Service Request module available at http://ricoh.adobeconnect.com/traccustomerservice/.

If you have any questions, please feel free to contact us.  Our staff is happy to answer your questions and to assist you with your projects.

Terry Scher

314-529-9323

tscher1@maryville.edu


 

System Login

Access the TRAC Solution by opening your web browser and going to:

https://maryvilleuniversity.ricohtrac.com

1.       Enter your username and password then click the “Login” button.

2.       If you have logged in previously but cannot remember your password, click the “Forgot Your Password?” link.  TRAC Solution will automatically send an email to the address listed in your profile with your password.

3.       If you are a new user, click the “New User Sign Up” link and enter the requested information. You will receive an email confirming your login information once the Service Center activates it.

Accessing the Module

4.       Access the Service Request module by clicking the “Service Request” tab at the top of the main TRAC Solution desktop.

The module desktop has two sections:

5.       The Request Manager displays your current and most recently completed requests.  Click a request to view detail and print a copy of the job ticket. 

6.       The New Request Catalog list links to create new service request tickets.  Select B/W and Color Copying/Printing for regular requests or Exams for exam requests.


 

Submitting a Request

After selecting the appropriate link from the New Request Catalog, a request job ticket will open.  Enter required information, which varies depending on the type of request.  Commonly requested information includes:

7.       Requestor information populates based on your login information. 

8.       If your information needs to be updated, click the pen and paper icon and you will be taken to your user profile.

9.       If you are not the primary point of contact for this request, click the appropriate box then click the magnifying glass icon to access the directory.  Use the directory to enter alternate contact information.

10.   Select a request type from the drop down menu.  You may need to enter additional information such as equipment ID numbers.

11.   Use the calendar icon to select the date and time the service is required.  Select a priority level and add any additional details or comments.

12.   Use the “Cost Center” field to enter your department chargeback number

13.   Once complete, click “Submit Request”.  The request will populate the Request Queue.

You will receive an email confirmation, if that feature is enabled at your site.


 

Monitoring Your Request

14.   You can monitor the status of your request by clicking the “Request Queue” link in the task bar.

15.   To view details of your request, click the “view” link under the Actions column.

16.   To search for a completed request, click the “Search History” link in the task bar.

If you need to make any changes to your request, contact the service center.

Help Function and Logout

The TRAC Solution has an extensive online help feature to ensure your questions are answered and you can get the most from the system.

17.   To access the help function or to log out, click the icon of the person in the upper right-hand corner.  The help and logout functions will appear.

18.   Click the blue question mark icon to access the help function.

19.   Click the “logout” button to end your current session.

 

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