#31191 · Revisar error acceso Clientes TPV's Aeropuerto.

ID interno: 10918000010022003

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Estado

En curso

Prioridad

Normal

Urgencia

Alta

Impacto

Afecta al Negocio

Categoría

LS Retail

Subcategoría

Error Configuración

Tipo

Incidencia

Canal

CAU

SLA

SLA Soporte HQ

Grupo

Brownie (HQ)

Site

HQ

Nivel

Nivel 1 - Primera Respuesta

Solicitante

Marc Giné

Técnico

Piero Belletich

Departamento

IT

Request Type

Incidencia

Creado

23/12/25, 10:57

Resuelto

Actualizado

14/4/26, 9:55

Asignado

Dec 23, 2025 11:57 AM

Respondido

Apr 14, 2026 11:55 AM

Completado

First resp. due

Dec 24, 2025 11:57 AM

Due by

Dec 29, 2025 11:57 AM

Tiempo de resolución

Overdue

First resp. overdue

Escalado

Reabierto

No

FCR

No

Solicitada cancelación

No

Service Request

No

Trashed

No

Asignar técnico

Actual: Piero Belletich

Descripción

Revisar error acceso Clientes TPV's Aeropuerto.


Resolución

Cierre automático por inactividad
JSON crudo (detalle completo)
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