FAQ – Iscte-Informática

Can I request the creation of a course unit?

Target Audience: Iscte Faculty

Answer/Solution: Requests for the manual creation of UCs must be associated with teaching, training, or research activities that fall within the mission of ISCTE or of entities with formally established agreements, and must be approved by the respective program director, research center, department, or equivalent unit.

» Requests whose primary purpose is collaboration among users, team management, or the sharing and discussion of content should use the institutional platforms best suited for that purpose, namely Microsoft Teams.

For any further clarification, the support team is available through the usual channels here.

Can I use IAjuda outside Iscte premises?

PT

Target Audience: Iscte Community

Problem: I need to view or submit a request when I am not on campus.

Answer/Solution:

Yes. IAjuda is an online platform and can be accessed from any location with an Internet connection.

This allows you to track requests, respond to requests for additional information, and review your request history without needing to visit Iscte’s facilities.

Further Information:

Please also refer to:

- IAjuda (Overview)

Are my data and requests protected?

PT

Target Audience: Iscte Community

Problem: I would like to know whether the information shared in requests is handled securely.

Answer/Solution:

The data submitted through IAjuda is used exclusively for the processing and resolution of the requests made.

Access to request information is restricted to the teams responsible for handling and monitoring each request, in accordance with Iscte’s internal procedures.

To ensure appropriate processing of your request, it is recommended that you share only the information necessary for its analysis and resolution.

Further Information:

Please also refer to:

- IAjuda (Overview)

Can I view previous requests?

PT

Target Audience: Iscte Community

Problem: I need to review a request that I submitted some time ago.

Answer/Solution:

Yes. IAjuda provides an area where you can view all submitted requests, allowing you to access their history and follow the interactions that took place throughout the process.

This feature makes it easier to review information previously provided and consult the responses received.

Further Information:

Please also refer to:

- IAjuda (Overview)

What is the advantage of using IAjuda instead of sending an email?

PT

Target Audience: Iscte Community

Problem: I usually contact support services by email and would like to understand the advantages of using IAjuda.

Answer/Solution:

Using IAjuda offers several advantages:

- Centralized record of all requests
- Automatic routing to the appropriate support team
- Real-time tracking of request status
- Access to a complete history of interactions
- Greater traceability and transparency throughout the process

For these reasons, whenever a service is available through IAjuda, it is recommended to use the platform instead of contacting support directly by email.

Further Information:

Please also refer to:

- IAjuda (Overview)

Does IAjuda work on mobile devices?

PT

Target Audience: Iscte Community

Problem: I would like to access IAjuda using a smartphone or tablet.

Answer/Solution:

Yes. IAjuda can be accessed through web browsers on computers, tablets, and smartphones.

For the best user experience, it is recommended to use the latest versions of supported web browsers.

Further Information:

Please also refer to:

- IAjuda (Overview)

What types of requests can I submit through IAjuda?

PT

Target Audience: Iscte Community

Problem: I would like to know which topics can be handled through IAjuda.

Answer/Solution:

IAjuda provides different service catalogs organized by support area.

Currently, services are available for the following areas:

- Recursos Humanos/Human Resources (SGRH)
- Sistemas de Informação/Information Systems (SDSI e SIIC)

Further Information:

Please also refer to:

- IAjuda (Overview)

What is IAjuda?

PT

Target Audience: Iscte Community

Problem: I have heard about IAjuda, but I do not know what it is for or when I should use it.

Answer/Solution:

IAjuda (Iscte Help) is the central support and service portal for the Iscte community. Through this platform, students, faculty members, researchers, and staff can request assistance, track ongoing requests, and view the history of their interactions with support services.

The purpose of IAjuda is to provide a single point of contact, making it easier to route requests to the appropriate teams and reducing the time needed to receive a response.

You should use IAjuda whenever you need support related to services available within the Human Resources or Information Systems areas.

How can I access IAjuda?

PT

Target Audience: Iscte Community

Issue: I would like to use IAjuda but do not know how to access the platform.

Answer/Solution:

Access to IAjuda is provided through the official service page.

After signing in with your institutional credentials, you will have access to the platform’s features, including submitting and tracking requests.

If you are unable to sign in, please verify that your institutional credentials are active and valid.

Further Information:

Please also refer to:

- IAjuda (Overview)

Where can I get help using IAjuda?

PT

Target Audience: Iscte Community

Issue: I have questions about how to use the platform.

Answer/Solution:

If you need assistance using IAjuda, you can:

View the FAQ
Contact User Support via WhatsApp

Further Information:

Please also refer to:

- IAjuda (Overview)

Who can use IAjuda?

PT

Target Audience: Iscte Community

Issue: I am not sure whether I have access to IAjuda or if the platform is available only to certain users.

Answer/Solution:

IAjuda is intended for the Iscte community, enabling students, faculty members, researchers, and staff to submit and track support requests through the services available on the platform.

Access is provided through institutional credentials, ensuring that each user can only view and manage requests associated with their own account.

If you experience difficulties accessing the platform, you should contact User Support via WhatsApp

Further Information:

Please also refer to:

- IAjuda (Overview)

Who can view my requests?

PT

Target Audience: Iscte Community

Issue: I would like to know who has access to the information contained in my requests.

Answer/Solution:

Requests are forwarded only to the teams responsible for handling them.

The information you provide is used exclusively for the management, monitoring, and resolution of submitted requests. Access is restricted to the individuals and teams directly involved in processing the request and only to the extent necessary to carry out their responsibilities.

Additionally, the Human Resources and Information Systems areas operate as separate domains, ensuring that access to information is limited to the appropriate service area.

Further Information:

Please also refer to:

- IAjuda (Overview)

Can I attach documents to my request?

PT

Target Audience: Iscte Community

Issue: I need to provide supporting documentation for my request.

Answer/Solution:

Yes. Whenever the service form allows it, you can attach files either when creating the request or later if additional documentation is requested by the responsible team.

It is recommended that attachments:

- Are clear and legible
- Contain only information relevant to the request
- Use widely supported file formats (such as PDF, images, or Microsoft Office documents)

Providing complete and relevant documentation can help the responsible team process your request more efficiently.

Further Information:

Please also refer to:

- IAjuda (Overview)

Can I modify a request after submitting it?

PT

Target Audience: Iscte Community
Issue: I submitted a request and realized that some information is missing.

Answer/Solution:
After a request has been submitted, some information may no longer be editable.

If you need to add further details to your request:

- Access the request details page
- Check whether you can add comments or attachments
- Respond to any requests for clarification sent by the responsible team

If the missing information is critical and cannot be added to the existing request, it may be necessary to submit a new request.

Further Information:

Please also refer to:

- IAjuda (Overview)

Will I receive notifications about my requests?

PT

Target Audience: Iscte Community
Issue: I would like to be informed about updates to my requests.

Answer/Solution:
You may receive notifications whenever significant updates occur to your request, such as:

- Requests for additional information
- Changes to the request status
- Completion or closure of the request

To ensure you stay informed, it is recommended that you regularly check IAjuda to monitor the progress and status of your requests.

Further Information:

Please also refer to:

- IAjuda (Overview)

What should I do if the proposed solution did not resolve my issue?

PT

Target Audience: Iscte Community

Issue: I received a response, but the issue remains unresolved.

Answer/Solution:

If you believe that the proposed solution does not resolve your issue, you may reject the solution and provide the reasons for your disagreement.

By supplying detailed information about the ongoing problem, you help the responsible team perform a new assessment and identify a more suitable solution.

Providing clear and specific details about the issue will facilitate a faster and more effective review of your request.

Further Information:

Please also refer to:

- IAjuda (Overview)

How can I rate the service I received?

PT

Target Audience: Iscte Community
Issue: I would like to evaluate the support received through IAjuda.

Answer/Solution:
After a request has been resolved or completed, you will be invited to provide feedback on the service delivered, including both the quality of support and the speed of response.

Your feedback is important because it helps to:

- Improve service quality
- Identify opportunities for improvement
- Increase user satisfaction

Further Information:

Please also refer to:

- IAjuda (Overview)

What does it mean when I have a pending action in IAjuda?

PT

Target Audience: Iscte Community

Issue: The portal indicates that I have pending actions.

Answer/Solution:

Pending actions are tasks that require intervention from the user, such as:

- Providing additional information
- Uploading supporting documentation
- Validating a proposal
- Approving or rejecting a proposed solution

You can view your pending actions through the My Actions option in IAjuda.

Please note that until the required action is completed, the processing of your request may be temporarily suspended.

Further Information:

Please also refer to:

- IAjuda (Overview)

What should I do if I cannot find the service I need in IAjuda?

PT

Target Audience: Iscte Community

Issue: I need support, but I cannot identify the appropriate service for my request.

Answer/Solution:

IAjuda provides a search feature that allows you to locate services using keywords. Alternatively, you can browse the service catalogs organized by categories and subcategories.

If you still cannot find the service you need:

- Verify that you are browsing the correct area (Recursos Humanos/Human Resources or Sistemas de Informação/Information Systems)
- Try using alternative search terms
- Select the service that most closely matches your need and provide a detailed description of your situation

If necessary, the responsible team may internally redirect your request to the appropriate service.

Further Information:

Please also refer to:

- IAjuda (Overview)

How can I view my requests?

PT

Target Audience: Iscte Community

Issue: I would like to check the status of a request I have already submitted.

Answer/Solution:

You can view all submitted requests through the My Requests option available in the main menu of IAjuda.

In this area, you can:

- View ongoing requests
- Check completed requests
- Access the history of interactions
- View information and attachments associated with each request
- Follow request status updates as the process progresses

The request status is updated automatically throughout its lifecycle, allowing you to monitor its progress at any time.

Further Information:

Please also refer to:

- IAjuda (Overview)