Service Desk – Novo campo - Radar Regulatório Finsiders Brasil

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Service Desk – Novo campo Informamos que no dia 16/08/2023 será adicionado ao ambiente produtivo do Service Desk o campo “O conteúdo da reclamação é procedente?”. Este campo tem como objetivo categorizar tickets para eventuais avaliações posteriores e melhoria contínua do canal de Service Desk por parte da estrutura do Open Finance - ressaltamos que o preenchimento deste campo (“sim...

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<h1 style="text-align: justify;display: block;margin: 0;padding: 0;color: #202020;font-family: Helvetica;font-size: 26px;font-style: normal;font-weight: bold;line-height: 125%;letter-spacing: normal;"><span style="color:#008080">Service Desk – Novo campo </span></h1>
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<p style="text-align: justify;margin: 10px 0;padding: 0;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #202020;font-family: Helvetica;font-size: 16px;line-height: 150%;">Informamos que no dia 16/08/2023 será adicionado ao ambiente produtivo do Service Desk o campo <strong>“O conteúdo da reclamação é procedente?”</strong>.<br/>
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Este campo tem como objetivo <strong>categorizar tickets para eventuais avaliações posteriores e melhoria contínua</strong> do canal de Service Desk por parte da estrutura do Open Finance - ressaltamos que o preenchimento deste campo (“sim” ou “não”) não altera o fluxo já existente de atendimento de chamados do Service Desk.<br/>
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O novo campo estará disponível para preenchimento apenas no<strong> painel de atendimento (Portal do Administrador N2)</strong> nos <strong>chamados categorizados como</strong> <strong>incidentes</strong> e deverá ser preenchido pela <strong>equipe N2</strong> quando o chamado for encaminhado para encerramento, conforme o fluxo descrito a seguir:<br/>
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<li style="text-align: justify;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;">No incidente aberto no <strong>Portal do Administrador N2</strong>, clicar na aba <strong>“Solução”</strong>:</li>
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<li style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;">Descrever a solução aplicada ao chamado, no campo <strong>“Solução”</strong>:</li>
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<li style="text-align: left;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;">Selecionar se o conteúdo do chamado é procedente ou não, no campo <strong>“O conteúdo da reclamação é procedente?”:</strong></li>
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<li style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;">Alterar o status do chamado para “ENCAMINHADO N1 ENCERRAMENTO”:</li>
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<li style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;">Clicar em “Salvar”:</li>
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Para as instituições financeiras que fazem o uso de integrações com o Service Desk, consulte informações adicionais sobre o novo campo na <a href="https://servicedesk.openfinancebrasil.org.br/KBFAQTree.jsp" style="mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;color: #007C89;font-weight: normal;text-decoration: underline;">FAQ</a>, na categoria: API SYSAID > Formulários Customizados.<br/>
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Em caso de dúvidas referentes a esta atualização, recomendamos a abertura de um chamado na plataforma do Service Desk.<br/>
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<a class="mcnButton" href="https://servicedesk.openfinancebrasil.org.br/" style="font-weight: bold;letter-spacing: normal;line-height: 100%;text-align: center;text-decoration: none;color: #FFFFFF;mso-line-height-rule: exactly;-ms-text-size-adjust: 100%;-webkit-text-size-adjust: 100%;display: block;" target="_blank" title="Clique aqui para acessar o Service Desk">Clique aqui para acessar o Service Desk</a>
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Service Desk – Novo campo

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