Informática Iscte
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.
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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.
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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.
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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:
For these reasons, whenever a service is available through IAjuda, it is recommended to use the platform instead of contacting support directly by email.
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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.
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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:
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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.
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.
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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
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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.
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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:
Providing complete and relevant documentation can help the responsible team process your request more efficiently.
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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:
If the missing information is critical and cannot be added to the existing request, it may be necessary to submit a new request.
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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:
To ensure you stay informed, it is recommended that you regularly check IAjuda to monitor the progress and status of your requests.
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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.
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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:
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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:
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.
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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:
If necessary, the responsible team may internally redirect your request to the appropriate service.
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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:
The request status is updated automatically throughout its lifecycle, allowing you to monitor its progress at any time.
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Target Audience: Iscte Community
Issue: My request shows a status that I do not recognize.
Answer/Solution:
The statuses displayed in IAjuda indicate the current state of a request.
The most common statuses include:
If you have any questions about a status shown on your request, check the request details for more information.
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