Incident #4

Franchise

Branch

Kiosk Context

K27-001-A

DEMO-001 / Acrelec Pilot Store 001

Overview

Franchise: -

Branch: -

Store: DEMO-001 / Acrelec Pilot Store 001

Kiosk: K27-001-A

QR Context: DEMO-001 / K27-001-A

Category: Printing

Severity: P3

Status: open

Reporter: Red Space (gerente)

Summary: no imprime

Destination: L2

Reason: L1 checklist exhausted or issue exceeds L1 scope.

Impact: -

Export JSON: open

Export Summary TXT: download

Export History TXT: download

Status: openSeverity: P3Reporter: Red SpaceIncident ID: #4Context: DEMO-001 / K27-001-A

Title	Type	Summary
L1 Workflow Correct Order	image	Orden correcto del flujo de intake y entrada a soporte L1.
Manual de levantamiento de tickets	pdf	Formato obligatorio de captura, evidencia y trazabilidad.
Alcances L1-L3	pdf	Matriz de alcance y escalación L1, L2 y L3.
Builder User Manual	pdf	Builder CMS, workspaces, broadcast, menús, campañas y store management.
ATP Manual	pdf	Operación ATP, roles, monitoreo, tiendas y dispositivos.

Current L1 step: none pending

#	Prompt/Action	User Response	Outcome
1	Ask for store identifier	hola	awaiting_store
2	Store identified	DEMO-001	completed
3	Kiosk identified	K27-001-A	completed
4	Category captured	Payments	completed
5	Summary captured	No pasa el pago y aparece Payment timeout	completed
6	Reporter role captured	Store Manager	completed
9	Store identified	DEMO-001	completed
10	Kiosk identified	K27-001-A	completed
11	Category captured	Printing	completed
12	Summary captured	no imprime	completed
13	Reporter role captured	gerente	completed

#	Type	Instruction	Response	Outcome
1	chat	Ask for store identifier	hola	awaiting_store
2	chat	Store identified	DEMO-001	completed
3	chat	Kiosk identified	K27-001-A	completed
4	chat	Category captured	Payments	completed
5	chat	Summary captured	No pasa el pago y aparece Payment timeout	completed
6	chat	Reporter role captured	Store Manager	completed
9	chat	Store identified	DEMO-001	completed
10	chat	Kiosk identified	K27-001-A	completed
11	chat	Category captured	Printing	completed
12	chat	Summary captured	no imprime	completed
13	chat	Reporter role captured	gerente	completed
17	l1_checklist	Confirma la identidad de la tienda y del kiosco.	Auto-confirmed from QR/store intake	completed
18	l1_checklist	Captura el síntoma visible y el impacto operativo.	no imprime	completed
19	l1_checklist	Confirma si la impresora está energizada y físicamente conectada.		queued
20	l1_checklist	Revisa el estado del papel y valida que no haya atasco visible.		queued
21	l1_checklist	Confirma si el problema afecta solo la impresión del recibo o toda la salida del kiosco.		queued
22	l1_checklist	Toma una foto del área de la impresora y de cualquier luz indicadora visible.		queued
23	l1_checklist	Si sigue fallando después de revisar papel y conexiones visibles, escala como problema de hardware/periférico.		queued

Kind	Path	Caption
No evidence yet