#30084 · sistema Rossio
ID interno: 10918000009394521
Estado
Cerrada
Prioridad
Normal
Urgencia
Alta
Impacto
Afecta al usuario
Categoría
Software
Subcategoría
Nedap
Tipo
Incidencia
Canal
SLA
SLA Soporte HQ
Grupo
Brownie (HQ)
Site
HQ
Nivel
Nivel 1 - Primera Respuesta
Solicitante
Técnico
Departamento
—
Request Type
Incidencia
Creado
28/10/25, 16:15
Resuelto
29/10/25, 8:37
Actualizado
31/10/25, 9:35
Asignado
Oct 29, 2025 08:05 AM
Respondido
Oct 29, 2025 09:24 AM
Completado
Oct 31, 2025 10:35 AM
First resp. due
Oct 29, 2025 05:15 PM
Due by
Oct 30, 2025 05:15 PM
Tiempo de resolución
16.4 h
Overdue
NoFirst resp. overdue
NoEscalado
NoReabierto
NoFCR
NoSolicitada cancelación
NoService Request
NoTrashed
NoAsignar técnico
Actual: N1 Support
Descripción
Olá de novo, continuo sem consguir aceder ao programa para fazer transferencias, nem ver os pagos, nem fazer nada.
Preciso por favor que vejam o que se passa, tenho transferencias e ajustes e nao consigo fazê-lo.
Nao consigo ter acesso ao NEDAP, para perceber como correu inventario hoje.
Mais uma vez, obrigada pela atencao.
Patricia Brownie Rossio
Resolución
JSON crudo (detalle completo)
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