GAMS Service Request System

 

OVERVIEW

 

The GAMS Service Request System allows GAMS sites to report detailed problems, enhancements, or questions directly to the GAMS development team at ERA Software Systems, Inc.  The service request system allows for sites to attach documentation (in any format) to support or clarify a request.  The system further provides each site a complete list of all requests submitted by the site and/or a list of requests submitted by the individual that has logged onto the system.  Additionally, the system identifies tasks assigned to both the site and individual such as:

 

·        Requests for additional specifications or examples as needed by ERA Software Systems

·        Requests for user acceptance testing

·        Requests for site signoff on a submission

 

The system gives sites the opportunity to update their contact information that is associated with a request submitted to ERA Software Systems.  Site administrators for the service request system can also create new site users, delete existing users, view active sessions, and delete unwanted or locked sessions.

 

The service request system provides the vital tracking mechanism for sites and is depended upon for specifications, audit trailing, and time reporting.  Service requests are not accepted if submitted verbally or via regular e-mail unless the service request system is unavailable and/or the request requires immediate resolution. 

 

Requests under the Tasks area with a status of  “TEST” should be reviewed and tested by the site/individual within four (4) weeks.  If a site has not tested within four (4) weeks, then the request will be marked “Resolved” and will be billable except for bug fixes covered by maintenance.  Requests under the Tasks area with a status of “SPECS” require detailed specifications by the site/individual within four (4) weeks.  If a site has not submitted specifications within four (4) weeks, then the request will be marked “Withdrawn”.

 

 

Logging into the Service Request System

The user login screen identifies the specific user associated with a site.  If you are a site administrator and do not know your login information to access the system, then contact the ERA Software Systems Helpdesk at 323-980-4900 or gamsbugs@erasoftwaresystems.com.  If you are a regular site user and do not know your login information to access the system, then contact your GAMS Service Request site administrator as defined by your institution. 

 

Login Site: Select your site from the pick list.

 

Login ID: Enter your login id provided by ERA Software Systems or your site administrator.

 

Password:  Enter your password provided by ERA Software Systems or your site administrator.

 

Click the “Submit” button to enter into the Service Request System.  Click the “Reset” button to clear the login site, login id and password fields of selections.