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Dec
16
Changes in the Support Policy at the RMS Center
Posted by Ken Avila on 16 December 2014 01:00 PM

Here at the RMS Support Center we have established a new ticket first support policy.  All requests for technical support will now be required to submit a ticket via the RMS support website. Tickets can be submitted at http://rmssupport.helpserve.com/Tickets/Submit or by selecting the "Help"  >>  "Support Desk" menu option in QCS and then clicking the [Submit a Ticket] button on the toolbar.

The RMS Center will no longer accept phone calls for support requests unless the caller has a ticket ID and the RMS Support Center has started to process the ticket.

 


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Dec
16
Update on the RMS Database Problem at CPC
Posted by Ken Avila on 16 December 2014 11:52 AM

There was a hard drive failure that caused corruption of the RMS database at the Central Processing Center (CPC).  The Western Processing Center (WPC) was not impacted. ACE-IT is working to restoring the database backups. The process to restore the database and performing a Point in Time Recovery (apply updates to the database that happened since the backup) takes some time. We will keep you informed of the status as soon as we are informed.

 

RMS is now operational for the following districts at the Central Processing Center (CPC):

CHARLESTON DISTRICT
EUROPE DISTRICT
GALVESTON DISTRICT
LITTLE ROCK DISTRICT
MEMPHIS DISTRICT
MIDDLE EAST DISTRICT
NEW ORLEANS DISTRICT
ROCK ISLAND DISTRICT
ST. LOUIS DISTRICT
ST. PAUL DISTRICT


RMS at the following districts is still down:

AFGHANISTAN N. DISTRICT
AFGHANISTAN S. DISTRICT
FORT WORTH DISTRICT
GULF REGION DIVISION
HUNTSVILLE CENTER
JACKSONVILLE DISTRICT
MOBILE DISTRICT
SAVANNAH DISTRICT
TULSA DISTRICT
VICKSBURG DISTRICT
WILMINGTON DISTRICT




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Aug
4
RMS Support Center Power Restoration
Posted by Ken Avila on 04 August 2014 09:25 AM

Hello Everyone,

Power has been restored here at the RMS Support Center.  Phone, chat, and ticket support is now available.  In addition our server that handles imports and exports to the online SFTP repository is operational.  The cause of the outage was not identified.

We apologize for any inconvenience.


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Aug
4
RMS Support Center Power Outage
Posted by Ken Avila on 04 August 2014 08:24 AM

The RMS Support Center is currently experiencing a power outage.  Phone, chat, and ticket support are currently not available.  In addition imports and exports will fail as the server handling the online SFTP Repository is also affected.  There is no estimate of when power will be restored.  We will keep you posted.


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Jun
2
RMS Email Notification System Update
Posted by Ken Avila on 02 June 2014 08:52 AM

The RMS Email Notification System (RENS) went down late last week but has been restarted.  RENS is now processing all of the email notifications that have been sent out over the past few days.  We expect RENS to catch up with all of the queued emails on Wednesday.  If by Wednesday you are still not receiving email notificaitons please let us know.  

Thank you for your patience.


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