Rentalman - Escalation Procedures (10944)

Starting on 1/19/2017, the 3 call back rule, on incidents emailed in for Rentalman issues, to gather user information and provide assistance has been modified.

CGS Level 1 agents should make 1 call back attempt to the end user to either provide assistance or gather the required information needed for escalation. In the event the call is unsuccessful, meaning the agent was unable to speak with the end user, the agent should document in the incident the attempt was made to contact the user and the item will now be escalated to either the FAST or Rentalman team.

Save the ticket under the agents name if not already done, then place it back into a logged status and escalate to the respective team.

For Rentalman phone calls, Rentalman L2 will need to have the following details when possible from L1 when escalating a ticket:

  1. Rentalman User ID of the user with the concern

    a. May be different than the Network ID, or a different user calling for them

    b. Rentalman Location – Users can have access to multiple locations

    c. Valid Call back number

  2. Exact – Full Error Message (if there is one)

  3. Menu Option(s) (the path the user took to get to where they are having the problem)

  4. Exact key strokes

    a. Including steps to duplicate (where applicable)

  5. Additional information listed below for the issue, but not limited to: (This information can be found by following along with the user in Rentalman)

    a. Rental Contract, Reservation or Invoice #

    b. Sales Contract #

    c. Work Order #

     i. Equipment # on the Work Order

    d. Equipment # and Cat/Class

    e. Sales Item and stock class

    f. Printer (Full Rentalman printer name i.e. UR519P1) and IP Address

    g. Accounts receivable

     i. Account #

 ii. Invoice #

    h. SFA Briefcase

     i. Territory

 ii. Type


 iii. Action date



 iv. Description

    i. Purchasing

     i. PO #



 ii. Item # and Stock Class

    j. Workbench

     i. Type



 ii. Action Date



 iii. Cat/class



 iv. Quick info

    k. Reports

     i. Screen shot of what the user is submitting



 ii. Follow along with the user and enter each field EXACTLY as the user is and attach a screen shot to the ticket

    l. Cash Drawer issues

     i. Location



 ii. Cash Drawer Date



 iii. Amount off



 iv. Transaction # (if known)



 v. Non AR or ROA (Account #)

PROCEDURE: Code/Categorize incident prior to changing the team/escalating.

Do not resolve or close the ticket. ***