What is iAjuda?
It is the IT services portal of Iscte-IUL, where incident management and service requests are handled..
How to access it?
- Site page
- Use your Iscte account credentials.
iAjuda
How can I record a service request?
What is a Service Request?
Atualizado/Updated: 2026-01-06
Target Audience: Iscte-IUL Community
Response/Solution: A request from a user for information, advice, a standard change or access to an IT service. For example, to reset a password or to be provided with a standardised set of IT services by a new user.
Service requests are generally handled by the service centre and do not require the opening of a change request (PDA). See fulfilment of requests.
Additional Information:
How can I accept resolution of an incident?
Atualizado/Updated: 2025-12-12
Target Audience: Iscte-IUL Community
Answer/Solution:
- Go to iAjuda.
- Click on “Validations“.
- Select the “Incident“.
- Click on “Accept“.
- Rate the resolution of the incident from 1 (insufficient) to 5 (excellent), both in terms of “Speed of intervention” and “Quality of intervention“. If you think it’s relevant, add a comment.
- Click on “Ok“.
What is an incident?
Atualizado/Updated: 2025-12-12
Target Audience: Iscte-IUL Community
Answer/Solution: An incident is an unplanned interruption of an IT service or a reduction in the quality of an IT service. A failure of a configuration item that has not yet had an impact on an IT service is also an incident. For example: The failure of a hard disc in a mirrored set of discs.
More examples of incidents: the computer in the classroom won’t switch on, the video projector won’t switch on, I can’t access the internet on the desktop in the office, the self-service printer on the C5 floor has a paper jam, I can’t log in to Iscte e-learning.
Further Information:
How can I accept the execution of a service request?
Atualizado/Updated: 2025-12-12
Target Audience: Iscte-IUL Community
Answer/Solution:
- Go to iAjuda.
- Click on “Validations”.
- Select the “Service Request”.
- Click on “Accept”.
- Rate the execution of the service request from 1 (insufficient) to 5 (excellent), both in terms of “Speed of intervention” and “Quality of intervention”. If you think it’s relevant, add a comment.
- Click on “Ok”.
How do I follow up a request to solve an incident?
Atualizado/Updated: 2025-12-12
Target Audience: Iscte-IUL Community
Answer/Solution:
- Go to iAjuda.
- Click on “My Tickets”.
- Select the “Incident”.
Apply one of the 5 filters provided by iAjuda to make it easier to identify the ticket: “In Resolution”, “Closed”, “Pending”, “Registered” and “Solved”. - For each “Incident” you can perform 3 types of actions: “Details”, “Update” and “Attachments”.
How to track the execution of a service request?
Atualizado/Updated: 2025-12-12
Target Audience: Iscte-IUL Community
Answer/Solution:
- Go to iAjuda.
- Click on “My Tickets”.
- Choose “Service Request”.
Apply one of the 5 filters provided by iAjuda to make it easier to identify the ticket: “In Resolution”, “Closed”, “Pending”, “Registered” and “Solved”. - For each “Service request” you can perform 3 types of actions: “Details”, “Update” and “Attachments”.
Service Catalog
Atualizado/Updated: 2025-12-19
Scope: Iscte community
Action: Iscte’s IT Services Catalog is available on the “SIIC Services Portal”: https://iajuda.iscte-iul.pt/
Additional information: 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.
Incident Catalog
Atualizado/Updated: 2025-12-19
Scope: Iscte community
Action: Iscte’s IT Incident Catalog is available on the “SIIC Services Portal”: https://iajuda.iscte-iul.pt/
Additional information:
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).