Once the program has validated your credentials, it displays the initial screen where you will find:

  • Navigation bars
  • Alerts
  • Support (Incidents)
Navigation bars

The navigation bars are always displayed at the top of the program window and consist of two parts:

1. Main navigation bar , which gives access to the main functional areas of the application

  • Home : Returns to the program's home screen.
  • Search engine : leads to the search engine for people and files.
  • Calendar : Navigate to the calendar screen.
  • Exploitation : leads to the module that contains all the data exploitation listings.
  • Memories : leads to the module for automatic creation of memories.
  • Housing : Turn on the housing assistance module, if available.
  • SAD Management : Navigate to the SAD management module, if available.
  • Procedures : leads to the manager to be able to add, modify or delete procedures from the database, if available.
  • Tools : incorporates support tools for 2nd level local entities. Only available to the support team.
  • Configuration : displays the program configuration module, if you have the appropriate role.
  • Support : access the program's support request form.

2. Contextual navigation bar , which adapts depending on the section of the program you are in:

  • New Person button : opens the form to create new personal files.
  • New Primary Care File button : opens the form to create a new file.
  • History button : you can find it both in the personal file and in the files; it is used to consult the changes in sector and professionals that have occurred over time.
  • Add Owner : only available in the housing module; used to create the file containing the data of the home owners.
  • Help:   additional information related to the functional area.
Alerts

These alerts are visible to the coordinator of all members of their team, to the professional responsible for the file that generates it or to all professionals with access to the specific file, as the case may be.

Each professional has a small specific module for configuring these alerts, from where they can mark or unmark those they consider of interest.

For more information about the 8 available Alerts, access the Alerts Module.

Support (Incidents)

It is used to track support requests that have been sent to the remote user support service using the “Support” icon.

How to create a new incident

The button    located at the far right of the main navigation bar, opens the form that allows you to create a new incident.

  • Subject: You must provide a brief and as clear a description as possible of the problem or reason for the query.
  • Description: This is the space reserved to explain, providing as much information as possible to facilitate the support task and speed up the resolution of the incident, what the request or incident is.

By pressing the “Send” button, the incident is opened and sent to the user support service.

Incident tracking

Héstia allows you to track and at the same time, consult the incidents you have opened, both those that are pending resolution and those that have already been concluded and archived through the list of incidents, which is filtered according to the selected option:

  • Updated : Shows incidents in the process of being resolved that have received a response from the support team, but the user has not yet read it.
  • Open : shows incidents that are in the process of being resolved and that do not contain any communication pending to be read by the user.
  • All : shows all incidents that the user has created over time, including those resolved and archived, so that the professional can use them as a reference.

To consult an incident, simply click on the specific incident.

To respond to an incident , open it using the “View” button on the home screen. The response message is written in the “Send Response” box, located at the bottom of the window, and by clicking the “Send Response” button, the response is recorded in the incident system and the message is sent to the support service.

To close an incident :

Incidents move to the “Resolved” status when the support service solves the problem that caused the incident. If after a week no further issues have arisen, the incident status automatically moves to “Closed (Support)”, unless doubts arise or additional problems arise that justify returning the incident status to “Open”.

You as a user can also close the incident by selecting “Yes” in the “Close Incident” box before sending a response message. In this case the status changes to “Closed (User)”.

Closed incidents are archived and no further responses can be added to them, regardless of whether they were closed by you or by support.