The service Hèstia includes a support service accessible through the float, the icon located at the far right of the main navigation bar. From the float, professionals can contact the tool's support to report queries and incidents related to Hèstia.
Here are some considerations to keep in mind when opening a support ticket through the float, depending on your request, which will help you increase your response speed:
| Assignment / Incidence | To take into account |
| Professional registration | Name and surnamesNIF / NIE / PassportCorporate personal e-mail with company domainSpecific permits (Role, Team and Sector to which it belongs) In the case of the role Immigration Technician: category A, B or C (cost to be charged European Social Fund) Mobile (optional). The mobile will not be saved in the tool; used only to receive the initial password; otherwise it will be received by email |
| Fusion of tokens | It is necessary to indicate the name of the file to be merged and specify the one to be maintained (example: keep the one that has the DNI or the one that has as a professional reference etc… to be able to differentiate them) |
| Merger of files | It is necessary to indicate the file numbers to be merged and the number to be maintained |
| Mass transfer of files / files between professionals | If you request the transfer of all files (open and closed) from one professional to another, you must also confirm that you want the transfer of all files (active and in a successful state). It is also necessary to indicate if it is necessary to transfer the agenda (in case you do not confirm it, only the transfer of the files will be done) |
| Delete files | Before requesting this action, we recommend that you check that there is no associated information (resources, procedures, etc.). |
| Delete tokens | You need to ask the professional for the role of Coordinator |
| I can't add a performance, demand, resource… to the tab. | Check the "Town / municipality" on the personal file. It must be the same as the file |
| Transfer of actions, demands, problems, resources and procedures | You need to ask the professional for the role of Coordinator |
| Clear actions, demands, problems, resources and formalities | You need to ask the professional for the role of Coordinator |
| Unlink people from a file | You need to ask the professional for the role of Coordinator |
| "Error connecting to server" | Check that you have correctly entered the name of your "Entity", if so, check your Internet connectivity. |
| Error exporting data to Office | Check that you have Office 2003 or higher installed, including the latest desktop version of 365 and the required libraries specified in https://hestia.aoc.cat |
You can find more information in the FAQ Incident management of the Support PortalHèstia.
