iAjuda
What is a Service Request?
Atualizado/Updated: 2025-12-12
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: 2025-12-12
Scope: Iscte community
Action: Iscte’s IT Services Catalog is available on the “SIIC Services Portal”: https://iajuda.iscte-iul.pt/
Additional information: It is a tree structure (category/sub-category/…), the first branches of which are:
- Applications – Used to request access, configurations or clarification requests regarding the various platforms and applications used at Iscte (Blackboard, Easyvista, Fénix, Document Management, MyIscte, Onedrive, SAP, Sharepoint, Singap, Teams, Unicard, Zoom, among others.
- Data Center – Used to request services related to Iscte’s Data Center, including access to and configuration of servers, DMZ, sites and backups.
- Cybersecurity – This is for requesting security audits and clarifying cybersecurity issues.
- Accounts and Email – Used to request access to and configuration of Iscte accounts, including email and activation of the Iscte card.
- Equipment – Used to request services relating to Iscte equipment (hardware), including provisioning, installation, support and loan.
- Training – Used to request training courses.
- Printing and Scanning – Used to request services related to the printing and scanning system, including equipment provisioning, installation and support in configuring this service on the user’s devices.
- Maintenance of spaces – Used both to request services related to common spaces (auditoriums, laboratories and classrooms, data room, focus group, large auditorium) and to support the use of FCCN’s federated services such as Zoom, Educast, Videocast, among others.
- Networks, Internet and Communications – For requesting services related to the cable or wireless network, including VPN and VoIP communication.
- Software, Licenses and Contracts – Used to request services related to software management, licenses and contracts.
Incident Catalog
Atualizado/Updated: 2025-12-12
Scope: Iscte community
Action: Iscte’s IT Incident Catalog is available on the “SIIC Services Portal”: https://iajuda.iscte-iul.pt/
Additional information: An incident refers to a disturbance or degradation in the performance of a service, equipment, application or system.
The Incident Catalog is a tree structure (category/sub-category/…), the first branches of which are:”
- Applications – Used to record incidents related to applications or software, including faults, errors, unavailability or performance degradation.
- Data Center – Used to record incidents related to services provided by Iscte’s Data Center, including failures, errors, unavailability or performance degradation in both equipment and services.
- Cybersecurity – Used to record security incidents (malicious code, abusive content, fraud, intrusion attempts, breach of privacy, among other threats).
- Email Accounts – Used to record faults, errors, unavailability or performance degradation in the email account.
- Equipment – Used to record equipment failures, errors, unavailability or performance degradation, breakdown or theft.
- Printing and Scanning – Used to record faults, errors, performance degradation, breakdowns or other difficulties in accessing the printing and scanning service.
- Networks, Internet and Communications – Used to record faults, errors, unavailability, performance degradation, malfunctions or any other difficulties in accessing wired or wireless networks (Wi-Fi), including VPN and VoIP communications.