---
title: "Creating a Support Request or a Field Service Request"
canonical: "https://farmconnect.docs.rubiconwater.com/space/FCKB/2085060737/Creating%20a%20Support%20Request%20or%20a%20Field%20Service%20Request"
format: markdown
---
> Macro (toc)
After you have logged into Rubicon Customer Support you can create a **Support Request** or a **Field Service Request**.
- 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.
> ℹ️ **Note**
> ℹ️
> ℹ️ When you access the Customer Support system from FarmConnect it will open in the **Support Request** screen by default. If you prefer to create a **Field Service Request**, click on the Rubicon Customer Support link at the top of the page and navigate to the Field Service option.
# 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*.
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:
- 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.
# Demonstration Video
