The program's incident management window is located on the home screen. It is used to view all open incidents, both those that are pending resolution and those that have already been closed and archived. The list of incidents 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.
  • Open : shows incidents that are in the process of being resolved by the support team.
  • All : Shows all incidents you have created over time, including resolved and archived ones.

To open an incident :

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

  • “Subject” is where you enter a very brief and as clear a description as possible of the problem or query.
  • "Description" is where the complete explanation is written, providing as much information as possible to facilitate the support task and expedite the resolution of the incident (example: file number, citizen's ID (in case they are not informed, name and surname), in the case of actions, problems, etc... specific date, or area and topic).
  • Files or screenshots can also be attached to help Hestia's support technicians understand the incident.

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

To view an incident , including all comments and responses, both at the user and support service level, simply click the corresponding “View” button.

In the incident details window you will find the following information:

  • ID: incident number
  • Status: at what point of resolution is the incident?
  • Subject : brief description of the incident
  • Date: Date the message was sent
  • Origin: user or support, as appropriate
  • Status (detail): shows if there has been a change in the status of the incident
  • Text : content of the message sent or received

To respond to an 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” 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.

The professional can 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 at the user level or by the support service.