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Customer Support
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Integration Connection Failure

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System","introHtml":"<p>Report significant delays in receiving or displaying data from a connected external system.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[9],"key":""},{"id":"171","name":"Duplicated Records Created","descriptionHtml":"","callToAction":"Duplicated Records Created","introHtml":"<p>Report records, entries, or transactions that have been created more than once unintentionally.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[8],"key":""},{"id":"199","name":"Environment Setup Request","descriptionHtml":"","callToAction":"Environment Setup Request","introHtml":"<p>Request the provisioning or configuration of a new environment, such as staging, testing, or 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Request","introHtml":"<p>Submit a request that does not fit into any of the other categories listed above.</p>","icon":10608,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10608","groups":[19],"key":""},{"id":"181","name":"High Latency on Specific Feature","descriptionHtml":"","callToAction":"High Latency on Specific Feature","introHtml":"<p>Report a specific feature or page that consistently experiences high latency while the rest of the platform performs normally.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"206","name":"How-to Assistance","descriptionHtml":"","callToAction":"How-to Assistance","introHtml":"<p>Request guidance on how to perform a specific task or use a particular feature within the platform.</p>","icon":10621,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10621","groups":[17],"key":""},{"id":"187","name":"Incorrect Billing","descriptionHtml":"","callToAction":"Incorrect Billing","introHtml":"<p>Report a billing discrepancy such as wrong amounts, unexpected charges, or invoicing errors.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[12],"key":""},{"id":"168","name":"Incorrect Data Displayed","descriptionHtml":"","callToAction":"Incorrect Data Displayed","introHtml":"<p>Report data being shown incorrectly, such as wrong values, mismatched records, or outdated information on screen.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[8],"key":""},{"id":"186","name":"Incorrect Payment","descriptionHtml":"","callToAction":"Incorrect 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service.</p>","icon":10631,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10631","groups":[16],"key":""},{"id":"204","name":"Integration Configuration Change","descriptionHtml":"","callToAction":"Integration Configuration Change","introHtml":"<p>Request a modification to the settings or parameters of an existing integration.</p>","icon":10635,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10635","groups":[16],"key":""},{"id":"173","name":"Integration Connection Failure","descriptionHtml":"","callToAction":"Integration Connection Failure","introHtml":"<p>Report a failure to establish or maintain a connection with an integrated external system or service.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[9],"key":""},{"id":"180","name":"Intermittent Performance Degradation","descriptionHtml":"","callToAction":"Intermittent Performance Degradation","introHtml":"<p>Report inconsistent performance where the system alternates between normal and slow behavior.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"164","name":"Login Failure","descriptionHtml":"","callToAction":"Login Failure","introHtml":"<p>Report an issue where login or authentication is failing, such as invalid credentials, account lockouts, or unexpected errors during sign-in.</p>","icon":10508,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[7],"key":""},{"id":"170","name":"Missing Data After Action","descriptionHtml":"","callToAction":"Missing Data After Action","introHtml":"<p>Report data that has disappeared or is no longer visible after performing an action such as saving, submitting, or importing.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[8],"key":""},{"id":"166","name":"Multi-Factor Authentication Failure","descriptionHtml":"","callToAction":"Multi-Factor Authentication Failure","introHtml":"<p>Report an issue with Multi-Factor Authentication verification, such as not receiving codes, rejected tokens, or device enrollment problems.</p>","icon":10491,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[7],"key":""},{"id":"193","name":"New User Setup","descriptionHtml":"","callToAction":"New User Setup","introHtml":"<p>Request the creation and provisioning of a new user account, including initial role and access configuration.</p>","icon":10682,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10682","groups":[13],"key":""},{"id":"184","name":"Partial Service Outage","descriptionHtml":"","callToAction":"Partial Service Outage","introHtml":"<p>Report a situation where some services or regions are affected while others continue to operate normally.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"167","name":"Permission or Role Access Error","descriptionHtml":"","callToAction":"Permission or Role Access Error","introHtml":"<p>Request assistance with an account that has been locked, suspended, or disabled unexpectedly.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[7],"key":""},{"id":"182","name":"Platform Completely Unavailable","descriptionHtml":"","callToAction":"Platform Completely Unavailable","introHtml":"<p>Report a total platform outage where no users are able to access the system.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"191","name":"Potential Data Exposure","descriptionHtml":"","callToAction":"Potential Data Exposure","introHtml":"<p>Report a suspected incident where sensitive data may have been exposed, leaked, or accessed without authorization.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[11],"key":""},{"id":"210","name":"Refund Request","descriptionHtml":"","callToAction":"Refund Request","introHtml":"<p>Submit a request for a refund related to an incorrect charge, overpayment, or cancelled service.</p>","icon":10619,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10619","groups":[18],"key":""},{"id":"190","name":"Security Control Failure","descriptionHtml":"","callToAction":"Security Control Failure","introHtml":"<p>Report a security mechanism that is not functioning as expected, such as access controls, encryption, or audit logging.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[11],"key":""},{"id":"178","name":"Slow Response Time","descriptionHtml":"","callToAction":"Slow Response Time","introHtml":"<p>Report pages, actions, or features that are taking significantly longer than expected to load or complete.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"183","name":"Specific Feature Unavailable","descriptionHtml":"","callToAction":"Specific Feature Unavailable","introHtml":"<p>Report a particular feature or module that is inaccessible or non-functional while the rest of the platform works.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"208","name":"Subscription Information Request","descriptionHtml":"","callToAction":"Subscription Information Request","introHtml":"<p>Request details about your current subscription plan, renewal dates, or available upgrade options.</p>","icon":10665,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10665","groups":[18],"key":""},{"id":"189","name":"Suspicious Account Activity","descriptionHtml":"","callToAction":"Suspicious Account Activity","introHtml":"<p>Report unusual account behavior such as unexpected logins, configuration changes, or actions not performed by the account owner.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[11],"key":""},{"id":"197","name":"System Configuration Request","descriptionHtml":"","callToAction":"System Configuration Request","introHtml":"<p>Request a change to system-level settings, parameters, or global configurations.</p>","icon":10699,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10699","groups":[14],"key":""},{"id":"177","name":"Third-Party Service Unavailable","descriptionHtml":"","callToAction":"Third-Party Service Unavailable","introHtml":"<p>Report an external service or vendor system that is down or unreachable, affecting platform functionality.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[9],"key":""},{"id":"179","name":"Timeout During Operation","descriptionHtml":"","callToAction":"Timeout During Operation","introHtml":"<p>Report an operation that fails to complete and returns a timeout error before finishing.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[10],"key":""},{"id":"188","name":"Unauthorized Access Detected","descriptionHtml":"","callToAction":"Unauthorized Access Detected","introHtml":"<p>Report suspected unauthorized access to an account, system, or resource by an unrecognized user or session.</p>","icon":10472,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[11],"key":""},{"id":"209","name":"Update Billing Details","descriptionHtml":"","callToAction":"Update Billing Details","introHtml":"<p>Request a change to your billing information, such as payment method, billing address, or invoice recipient.</p>","icon":10702,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10702","groups":[18],"key":""},{"id":"194","name":"Update User Details","descriptionHtml":"","callToAction":"Update User Details","introHtml":"<p>Request changes to an existing user's profile information, such as name, email, or contact details.</p>","icon":10686,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10686","groups":[13],"key":""},{"id":"196","name":"User Role Assignment","descriptionHtml":"","callToAction":"User Role Assignment","introHtml":"<p>Request a change to a user's assigned role or permissions within the platform.</p>","icon":10685,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10685","groups":[13],"key":""},{"id":"94","name":"Acessos & Utilizadores","descriptionHtml":"","callToAction":"Acessos & Utilizadores","introHtml":"<p>Criar utilizador, Alterar permissões, Desativar utilizador, Reset de MFA / Password, Configurar SSO</p>","icon":10518,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[],"key":""},{"id":"131","name":"Administrativo","descriptionHtml":"","callToAction":"Administrativo","introHtml":"<p>Temas administrativos</p>","icon":10485,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10485","groups":[],"key":""},{"id":"93","name":"Configuração da Plataforma","descriptionHtml":"","callToAction":"Configuração da Plataforma","introHtml":"<p>Configurar conta bancária, Configurar entidade / empresa, Configurar moedas, Configurar calendário / cut-off, Configurar regras de cash pooling</p>","icon":10469,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10469","groups":[],"key":""},{"id":"95","name":"Dados & Operações","descriptionHtml":"","callToAction":"Dados & Operações","introHtml":"<p>Quando o cliente quer agir sobre dados (Correção de dados, Reprocessar movimentos, Importar dados, Exportar dados, Ajuste manual de saldos)</p>","icon":10510,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10510","groups":[],"key":""},{"id":"9","name":"Emailed Request","descriptionHtml":"","callToAction":"Emailed Request","introHtml":"<p>Pedido via Email</p>","icon":10492,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[],"key":""},{"id":"96","name":"Integrações & APIs","descriptionHtml":"","callToAction":"Integrações & APIs","introHtml":"<p>Ativar integração bancária, Alterar configuração de integração, Pedido de credenciais API, Aumentar limites API, Testar integração</p>","icon":10477,"iconUrl":"https://portal.support.nbanks.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10477","groups":[],"key":""},{"id":"212","name":"New Access Request","descriptionHtml":"","callToAction":"New Access 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