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The Hestia service includes a support service accessible via the float, the icon at the far right of the main navigation bar. From the float, professionals can contact the support of the tool to report queries and incidents related to Hestia.
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:
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.).
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
