Skip to content Skip to main navigation Skip to footer
Choose language:
Choose language:

Easyvista

Atualizado/Updated: 2026-01-26

PT

 

Service site

 

Service Request Catalogue

The catalog is organized in a hierarchical structure (category/subcategory), with the following main categories:

    • Applications → Access Management and Application Support.
    • Data Center → Infrastructure and Server Services (servers, DMZ, backups).
    • Cybersecurity → Digital Security and Audits.
    • Accounts and Email → Institutional Account and Email Management.
    • Equipment → Equipment Support and Management.
    • Training → Training Requests.
    • Printing and Scanning → Printing and Scanning Services.
    • Networks, Internet, and Communications → Network, Internet, and Communications Services.
    • Software, Licenses, and Contracts → Software, License, and Contract Management.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “New Request“.
  3. Select the “Category/Subcategory/…“, browsing the Service Request Catalogue.
  4. Click on “Create Request“.
  5. Fill out the questionnaire and click “Ok“.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “My Tickets“.
  3. Select the “service request“.
  4. Apply one of the 5 filters provided by iAjuda to facilitate the identification of the ticket: “In Resolution“, “Closed“, “Pending“, “Registered” and “Resolved“.

For each “service request” it is possible to perform 3 types of actions: “Details“, “Update” and “Attachments“.

Details – Gives access to the details (history and attachments) of both the incident and the service request.

Update – Allows you to add information to both the incident and the service request.

Attachments – Allows you to add attachments to both the incident and the service request.

 

  1. Aceder ao Portal de Serviços dos SIIC em https://iajuda.iscte-iul.pt/.
  2. Clicar em “Validações“.
  3. Selecionar o “pedido de serviço“.
  4. Clicar em “Aceitar“.
  5. Classificação de 1 (insuficiente) a 5 (excelente) a resolução do incidente quer quanto à “Rapidez da intervenção“, quer como a “Qualidade da intervenção”. Se entender que é pertinente, adicionar um comentário.
  6. Clicar em “Ok“.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “Validations“.
  3. Select the “service request“.
  4. Click on “Reject“.
  5. Type a justification.
  6. Click on “Ok“.

Incidents Catalogue

An incident refers to a disruption or degradation in the performance of a service, equipment, application, or system.

The catalog is organized in a hierarchical structure (category/subcategory), with the following main categories:

    • Applications → Application and Software Incidents (Failures, errors, unavailability, or performance degradation in platforms and software).
    • Data Center → Infrastructure and Server Incidents (Problems with Data Center services, including servers, DMZ, websites, and backups).
    • Cybersecurity → Digital Security Incidents (Malicious code, fraud, intrusion, privacy violations, and other threats).
    • Accounts and Email → Institutional Account and Email Incidents (Failures, errors, or unavailability in institutional accounts or email).
    • Equipment → Equipment and Hardware Incidents (Malfunctions, failures, theft, or performance degradation of physical devices).
    • Printing and Scanning → Printing and Scanning Service Incidents (Problems with access, configuration, or operation of the printing system).
    • Networks, Internet, and Communications → Network, Internet, and Communications Incidents (Failures or difficulties accessing the network, Wi-Fi, VPN, or VoIP).
    • Software → Software incidents.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “New Incident“.
  3. Select the “Category/Subcategory/…“, navigating in the Incident Catalogue.
  4. Click on “Create Incident“.
  5. Fill out the questionnaire and click “Ok“.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “My Tickets“.
  3. Select the “incident“.

Apply one of the 5 filters provided by iAjuda to facilitate the identification of the ticket:

    • In Resolution – Incidents still in resolution.
    • Closed – Resolved incidents.
    • Pending – Incidents whose resolution has been suspended.
    • Recorded – All incidents recorded by the user.
    • Solved – All incidents solved.

For each “Incident” it is possible to perform 3 types of actions:

    • Details – Gives access to the details (history and attachments) of both the incident and the service request.
    • Update – Allows you to add information to both the incident and the service request.
    • Attachments – Allows you to add attachments to both the incident and the service request.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “Validations“.
  3. Select the “incident“.
  4. Click on “Accept“.
  5. Rate from 1 (insufficient) to 5 (excellent) the resolution of the incident both in terms of “Speed of intervention” and “Quality of intervention“. If you think it is pertinent add a comment.
  6. Click on “Ok“.

 

  1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
  2. Click on “Validations“.
  3. Select the “incident“.
  4. Click on “Reject“.
  5. Click on “Ok“.

User Support

FAQ