Welcome! You can raise a request here to our omnicare support team.
Return Request
Need help returning faulty equipment? Select this to request assistance.
Required fields are marked with an asterisk*
{"xsrfToken":"a24ab2cd86457f140feabfc1c80d778d2da2079d_lout","branding":{"id":"4","key":"hd","name":"omnicare Support Portal","portalBaseUrl":"/servicedesk/customer/portal/4","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/4/7","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#0870a6","headerLinkHoverBGColor":"#0870a6","headerBadgeColor":"#0870a6"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/8eef8746-f6e7-4008-8430-ad0de58c659f/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwNTY2YjMxYy1mYmRiLTQ2ZGMtODkzNy02ZTVlZWYyNDJlYmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjhlZWY4NzQ2LWY2ZTctNDAwOC04NDMwLWFkMGRlNThjNjU5ZiI6WyJyZWFkIl19LCJleHAiOjE3NTIwNjQ2NjQsIm5iZiI6MTc1MjA2NDA2NH0.z3AK89Sa5Xf0QyJFawlADWqX7y0tzZoxiORVm1kbVzQ&client=0566b31c-fbdb-46dc-8937-6e5eef242ebc&mode=fit","logoId":"8eef8746-f6e7-4008-8430-ad0de58c659f","isLogoAvailable":true,"helpCenterTitle":"omnicare Support Portal","sharedPortalName":"omnicare Support Portal","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"omnicare Support Portal","sharedPortalName":"omnicare Support Portal","localeDisplayName":"English (United States)"},"en-GB":{"helpCenterTitle":"omnicare Support Portal","sharedPortalName":"omnicare Support Portal","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-US","portalThemeColor":"#0085ca","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"4","key":"hd","projectId":10022,"serviceDeskId":4,"name":"omnicare Support Portal","description":"<p>Welcome! <br> You can raise a request here to our omnicare support team.</p>","portalBaseUrl":"/servicedesk/customer/portal/4","reqTypes":[{"id":"48","name":"Feedback","descriptionHtml":"<p>Please click on <a href=\"https://bit.ly/omnicareFeedback\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://bit.ly/omnicareFeedback</a> to submit your feedback.</p>","callToAction":"Feedback","introHtml":"<p>We would love to hear from you. Tell us about your Support experience.</p>","icon":10576,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10576","groups":[12],"key":""},{"id":"50","name":"Go to Omnitronics Website","descriptionHtml":"","callToAction":"Go to Omnitronics Website","introHtml":"<p><a href=\"https://www.omnitronicsworld.com/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://www.omnitronicsworld.com/</a></p>","icon":10581,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10581","groups":[12],"key":""},{"id":"43","name":"Other Questions","descriptionHtml":"","callToAction":"Other Questions","introHtml":"<p>Don't see what you're looking for? Select this option and we'll help you out.</p>","icon":10574,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10574","groups":[12],"key":""},{"id":"49","name":"Return Request","descriptionHtml":"","callToAction":"Return Request","introHtml":"<p>Need help returning faulty equipment? Select this to request assistance.</p>","icon":10577,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10577","groups":[12],"key":""},{"id":"40","name":"Technical Support","descriptionHtml":"","callToAction":"Technical Support","introHtml":"<p>Need help installing, configuring, or troubleshooting? Select this to request assistance.</p>","icon":10573,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10573","groups":[12],"key":""},{"id":"92","name":"Development Required","descriptionHtml":"","callToAction":"Development Required","introHtml":"<p>Additional development is required to resolve the issue.</p>","icon":10592,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10592","groups":[],"key":""},{"id":"44","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"88","name":"General Task","descriptionHtml":"","callToAction":"General Task","introHtml":"<p>Used for client correspondence, information share, etc.</p>","icon":10523,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[],"key":""},{"id":"93","name":"On Hold","descriptionHtml":"","callToAction":"On Hold","introHtml":"<p>Client requested time to complete internal tasks.</p>","icon":10594,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10594","groups":[],"key":""},{"id":"89","name":"Project Communication","descriptionHtml":"","callToAction":"Project Communication","introHtml":"<p>Project communication.</p>","icon":10595,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10595","groups":[],"key":""},{"id":"95","name":"S&M Agreement","descriptionHtml":"","callToAction":"S&M Agreement","introHtml":"<p>S&M Agreement Communication</p>","icon":10472,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[],"key":""}],"reqGroups":[{"id":12,"name":"General"}],"orderMapping":{"12":[40,49,43,48,50]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"1858c49b-b3aa-3ea3-9735-d6369aaf93a8","appLinkName":"System Confluence","appLinkUrl":"https://omnitronicsworld.atlassian.net/wiki","spaceKey":"HD","spaceName":"Omnitronics Customer Support","spaceUrl":"https://omnitronicsworld.atlassian.net/wiki/spaces/HD","isServer":false},"labels":[],"projectKey":"HD","serviceDeskId":4,"kbLinkDomainURLs":["https://omnitronicsworld.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":4,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"HD","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwNTY2YjMxYy1mYmRiLTQ2ZGMtODkzNy02ZTVlZWYyNDJlYmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDAyMiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIwNjUyNjQsIm5iZiI6MTc1MjA2NDA2NH0.gfbnvJCHMnoWCRCxYNudWWNv__o6BNCYmDInZN0oZEk","targetCollection":"upload-project-10022","endpointUrl":"https://api.media.atlassian.com","clientId":"0566b31c-fbdb-46dc-8937-6e5eef242ebc","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":49,"projectId":10022,"issueType":{"id":"10021","name":"Support"},"form":{"name":"Return Request","descriptionHtml":"","callToAction":"Return Request","intro":"<p>Need help returning faulty equipment? Select this to request assistance.</p>","instructions":"","icon":10577,"iconUrl":"https://omnitronicsworld.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10577","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10099","fieldConfigId":"10220","label":"First Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10100","fieldConfigId":"10221","label":"Last Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10051","fieldConfigId":"10150","label":"Company Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10118","fieldConfigId":"10245","label":"Site Name (Client Name if a Partner)","description":"Please specify the site(s) affected. If you are a Partner, the client's name you are assisting.","descriptionHtml":"<p>Please specify the site(s) affected. If you are a Partner, the client's name you are assisting.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10080","fieldConfigId":"10198","label":"Phone Number","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10108","fieldConfigId":"10230","label":"Do you have an active Support and Maintenance agreement with Omnitronics?","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10269","label":"Not Applicable","selected":false,"children":[]},{"value":"10260","label":"omnicare Premium (24/7/365)","selected":false,"children":[]},{"value":"10261","label":"omnicare Standard","selected":false,"children":[]},{"value":"10262","label":"No Support Agreement","selected":false,"children":[]},{"value":"10263","label":"Unsure","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10107","fieldConfigId":"10229","label":"Product Warranty Status","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10270","label":"Not Applicable","selected":false,"children":[]},{"value":"10255","label":"Under Warranty","selected":false,"children":[]},{"value":"10256","label":"Out of Warranty","selected":false,"children":[]},{"value":"10259","label":"Unsure","selected":false,"children":[]},{"value":"10257","label":"On Loan","selected":false,"children":[]},{"value":"10258","label":"Return to Stock","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"multiselect","jiraFieldType":"components","fieldId":"components","fieldConfigId":"","label":"Product (Please select)","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10121","label":"- OTHER -","selected":false,"children":[]},{"value":"10120","label":"619DSRI","selected":false,"children":[]},{"value":"10119","label":"619EI/GI","selected":false,"children":[]},{"value":"10118","label":"9XX Series","selected":false,"children":[]},{"value":"10117","label":"AFI | IP | IP+","selected":false,"children":[]},{"value":"10116","label":"DRG100 | 200i","selected":false,"children":[]},{"value":"10163","label":"DRG100R2","selected":false,"children":[]},{"value":"10112","label":"DX-Altus | Alto","selected":false,"children":[]},{"value":"10114","label":"DX64 [EOL]","selected":false,"children":[]},{"value":"10123","label":"EVENTIDE","selected":false,"children":[]},{"value":"10111","label":"IPR100 | 110+ | 120","selected":false,"children":[]},{"value":"10110","label":"IPR400/S2","selected":false,"children":[]},{"value":"10129","label":"RCT0106","selected":false,"children":[]},{"value":"10128","label":"RCT9117","selected":false,"children":[]},{"value":"10130","label":"RCTIP","selected":false,"children":[]},{"value":"10131","label":"RCTOther","selected":false,"children":[]},{"value":"10126","label":"RCTxxxx","selected":false,"children":[]},{"value":"10115","label":"RediTALK [EOL]","selected":false,"children":[]},{"value":"10107","label":"RediTALK-Flex","selected":false,"children":[]},{"value":"10124","label":"TetraGateway-DM","selected":false,"children":[]},{"value":"10113","label":"altusomni | Alto","selected":false,"children":[]},{"value":"10122","label":"omniGate | DMR | P25 | DMTR","selected":false,"children":[]},{"value":"10109","label":"omnicore","selected":false,"children":[]},{"value":"10108","label":"omnihub | + | 2","selected":false,"children":[]}]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"A short summary on the issue/return request.","descriptionHtml":"<p>A short summary on the issue/return request.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"Please include specifics of the product and the reason(s) for returning the equipment.","descriptionHtml":"<p>Please include specifics of the product and the reason(s) for returning the equipment.</p>","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"textarea","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textarea","fieldId":"customfield_10102","fieldConfigId":"10224","label":"RMA Return Information","description":"Please supply us a return address.","descriptionHtml":"<p>Please supply us a return address.</p>","required":true,"displayed":true,"defaultObject":"See further below on Fixed Price Repair...\r\n\r\n<Att:>\r\n<Unit No.>\r\n<Street No. and Street Name> \r\n<Suburb/City> \r\n<State/Country> \r\n\r\n## Please Note: A PO Box is not accepted ##\r\n\r\n\r\nNew Fixed Price Repair was introduced on July 1, 2023\r\nProducts <12 months are supported under manufacturer's warranty. Eligible products >12 months can now be repaired for a fixed price (subject to product condition).\r\n\r\nRepairs for products purchased as part of an active and current omnicare Support and Maintenance plan are undertaken as per the terms of the omnicare plan.","presetValues":[],"defaultObjectAsJson":"\"See further below on Fixed Price Repair...\\r\\n\\r\\n\\u003cAtt:\\u003e\\r\\n\\u003cUnit No.\\u003e\\r\\n\\u003cStreet No. and Street Name\\u003e \\r\\n\\u003cSuburb/City\\u003e \\r\\n\\u003cState/Country\\u003e \\r\\n\\r\\n## Please Note: A PO Box is not accepted ##\\r\\n\\r\\n\\r\\nNew Fixed Price Repair was introduced on July 1, 2023\\r\\nProducts \\u003c12 months are supported under manufacturer\\u0027s warranty. Eligible products \\u003e12 months can now be repaired for a fixed price (subject to product condition).\\r\\n\\r\\nRepairs for products purchased as part of an active and current omnicare Support and Maintenance plan are undertaken as per the terms of the omnicare plan.\"","rendererType":"jira-text-renderer"},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"Please include any config files, images, etc.","descriptionHtml":"<p>Please include any config files, images, etc.</p>","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/4/create/49","requestValidateBaseUrl":"/servicedesk/customer/portal/4/validate/49","calendarParams":{"firstDay":0,"date":"2025-07-09T20:27:44+0800","useISO8601WeekNumbers":true,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwNTY2YjMxYy1mYmRiLTQ2ZGMtODkzNy02ZTVlZWYyNDJlYmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDAyMiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIwNjUyNjQsIm5iZiI6MTc1MjA2NDA2NH0.gfbnvJCHMnoWCRCxYNudWWNv__o6BNCYmDInZN0oZEk","targetCollection":"upload-project-10022","endpointUrl":"https://api.media.atlassian.com","clientId":"0566b31c-fbdb-46dc-8937-6e5eef242ebc","tokenDurationInMins":20},"hasProformaForm":false,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":false},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}