RMS Enews

What's in your toolbox?

When we install and configure RMS, we leave you with a number of tools that can be utilized to enhance your understanding of our product and help troubleshoot any issues that may arise.
This article explains the troubleshooting tools that we use and you have access to. The goal is to provide you a better understanding of what is available when an issue arises and to give you proactive measures to prevent issues and concerns from arising.

HELPSTAR:
One of the most important tools and vehicles of communication is HelpStar . In addition to the generating of tickets for the reps to use in communicating with you and documenting the investigation and resolution, HelpStar also provides you with a historical track of your issues and a robust Knowledge Base that is growing every day.

RMSERRORDUMP FILES:
Within our application we have a process to trap errors. These are special files located in a folder called RMSERRORDUMPS. These .xml files assist you and us in troubleshooting the issue and provide a path to follow during the investigation. These are important files to include in the submission of the Helpstar Ticket as they sometimes allow us to determine the issue on the fly. These files are located on the Web server under the RMS folder in a sub folder titled RMSERRORDUMPS.

APPSIGHT BLACKBOX:
We have another very powerful utility called AppSight Blackbox , which is available for download from the technical document section of our website. With this utility, you and the RMS support team are able to collect a very detailed log of what is happening on the server(s) and even on the workstations when you recreate the issue. Once a log has been generated, this can also be attached to the ticket and we will review and evaluate it here at RMS. There is documentation on how to install and utilize the utility. We can also assist with this process if needed.

I.C.B.R.U
Another Utility is called I.C.B.R.U Interface Configuration Backup and Restore Utility): provides the ability to back up your interfaces into a very small set of xml files that can be used to restore in house for troubleshooting purposes. It also enables you to make a back up of your current configurations. Currently the Interface team is working on an active project to collect ICBRU logs of your interfaces so that they can be stored in house in the case of a problem require that they be restored on your side.

DOCUMENTATION AND TRAINING MANUALS:
There are numerous documents available for your use, including the end user manuals, system admin manual and a number of tips and trick manuals all available for download on our web site. These will help you understand the product and can provide insight to the configuration and use of large functions within RMS like Student Web, Auto Allocation, Fee Assessment, etc.

LIVE CHAT:
Another very useful tool is our live chat, which is hosted 4 hours per day and provides instant access to the support team to address quick questions and provide resolution to small issues.

TRAINING:
To provide a proactive means to the understanding and management of our application, group and individual training is available on all modules and even areas specific to the business practices of your university or institution. We provide these sessions on a per request basis and also as part of the initial roll out package of our product. There are a number of tools available for your tool box to provide the ability to utilize, manage, troubleshoot issues and even provide the support team with information and data to assist in an efficient resolution to your questions, issues and concerns. The right tool(s) will make the difference.