---
title: "Creating a Support Request or a Field Service Request"
canonical: "https://farmconnect.docs.rubiconwater.com/space/FCCS/2499739787/Creating%20a%20Support%20Request%20or%20a%20Field%20Service%20Request"
format: markdown
---
> Macro (toc)

After you have logged into Rubicon Customer Support you can create different request types. 

In general:

- Create a **Support **request for issues that can be dealt with remotely such as problems with the FarmConnect Portal.
- Create a **Field Service **request if you need Rubicon Support staff to call onsite.
- Create a **Software Service **request for software-related issues.
- Create a **Hardware Return** request if you need to return products or parts. See [Return Requests](https://rubiconwater.atlassian.net/wiki/spaces/FCCS/pages/2499739787/Creating+a+Support+Request+or+a+Field+Service+Request#Return-Requests) for more details about product returns.

> ℹ️ **Note**
> ℹ️ 
> ℹ️ When you access the Customer Support system from FarmConnect it will open in the **Support Request** screen by default but you can navigate to other request types.

# Creating a Support Request

Complete the Support Request form to create a support request.

**Step 1**

Make sure that the following fields are completed:

|  |  |
| --- | --- |
| **Field** | **Description** |
| Raise this request on behalf of | Your email address (this will usually be filled in for you). |
| Summary | A short, one-sentence summary of your problem. |
| Priority | Please choose a priority for this request or accept the default of *Low*.<br>This will affect how promptly we deal with your problem and how much we will charge for out-of-warranty service. Please check the latest FarmConnect Support and Warranty Bulletin for service rates. |
| Description | A detailed description of your problem. Please include as much detail as possible. For example, you might include:<br>- The symptoms of the problem – when they occur, how long you have observed them, whether they occur consistently or intermittently.
- Anything you have done to diagnose the problem such as
  - restarting applications
  - logging in and out
  - checking for configuration issues
  - restarting equipment
  - checking connections
  - checking battery levels
  - checking for physical obstructions |
| Component | - For a software issue, please choose *FarmConnect Portal*.
- For a hardware issue, please choose *FarmConnect device*. |
| Site Name | The name of your property in FarmConnect (this will usually be filled in for you). |

You can also include any screenshots or photos by dragging them onto the attachment field bottom of the form.

**Step 2**

Click **Send** to lodge the request.

# Creating a Field Service Request

Complete the Field Service Request form.

> ℹ️ **Note**
> ℹ️ 
> ℹ️ If the Customer Support system has opened at the Support Request form, click the *Rubicon Customer Support* link at the top of the page to return to the Customer Support menu and navigate to the Field Service Request option.

The main fields are the same as for the Support Request but you can also provide details of any faulty equipment.

**Step 1**

Complete the same fields as for a Support Request plus the following fields.

|  |  |
| --- | --- |
| **Field** | **Description** |
| Model Number | Model number of the faulty equipment (if appropriate) |
| Serial Number | Serial number of the faulty equipment |

You can also include any screenshots or photos by dragging them onto the attachment field bottom of the form.

**Step 2**

Click **Send** to lodge the request.

# Hardware Return Requests

Create a hardware return request to obtain a Return Merchandise Authorization (RMA) number for faulty parts or products.

**DO NOT return any items until you have been notified that your return request was approved. We will not accept a returned product without an RMA number**

> ℹ️ **Note**
> ℹ️ 
> ℹ️ Products shipped to Rubicon Water must be properly packaged to prevent loss or damage in transit. Shipping your RMA to Rubicon Water using regular mailing envelopes is not acceptable, as they do not protect the product from damage during shipping.
> ℹ️ 
> ℹ️ Rubicon Water will not repair or replace product that is shipped in such a way that the product is not properly protected.
> ℹ️ 
> ℹ️ Rubicon Water will not accept any product that has been damaged as a result of accident, abuse, misuse, natural or personal disaster, or any unauthorized disassemble, repair or modification.

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