Services
What is a Service Request?
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?
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?
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 reject the closure of a service request?
Target Audience: Iscte-IUL Community
Answer/Solution:
- Go to iAjuda.
- Click on “Validations“.
- Select the “Service request“.
- Click on “Reject“.
- Add a comment/reason for rejection.
- Click on “Ok“.
Can’t share OneDrive files
Target Audience: Iscte-IUL Community
Answer/Solution: If you can’t share files from OneDrive, it could be because:
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- You’ve reached your sharing limits;
- You need to validate your account;
- The item is in your Personal Vault;
- OneDrive is not running;
- Your organisation has disabled or restricted the programme.
Shall I save files in OneDrive or SharePoint?
Target Audience: Iscte-IUL Community
Answer/Solution:
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- If you’re working on a file in isolation, save it to OneDrive. Your OneDrive files are private unless you share them with others, which is particularly useful if you haven’t created a team yet.
- If you’re already working in a team – in Microsoft Teams, SharePoint, or Outlook – you should save your files where your team works, because OneDrive for work or school also connects you to all your shared libraries.
How can I validate my Office365 account?
Target Audience: Iscte-IUL Community
If you’re having problems sending share emails, it may be due to validation problems with your Microsoft Account.
Answer/Solution:
- Go to https://account.live.com/reputationcheck to validate your Microsoft account.
- Make sure your Microsoft Account Profile is up to date and complete.
- Make sure you accept the “Terms of Use“, if requested.
How do I share Onedrive files from my Personal Vault?
Target Audience: Iscte-IUL Community
Answer/Solution:
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- As the items in your Personal Vault are private, they cannot be shared.
- If you want to share an item stored in your Personal Vault, you’ll have to transfer it to a folder outside your Personal Vault and share it from there.
I can’t log in to the Colibri service
Target Audience: Iscte-IUL Community
Answer/Solution: If you are having problems logging in to the Colibri service, proceed as follows:
- In your web browser, open a private browsing window.
To open a private browsing window in Google Chrome or Microsoft Edge, you can use the keyboard shortcut “Ctrl+Shit+N”, or click on the icon with three dots, and click on “New private browsing window”.
- Go to colibri.fccn.pt and click on the “Sign in” button.
- You will be redirected to the institution selection page where you must select “Iscte” and log in with your Iscte account credentials (e.g. xxnes@iscte-iul.pt and the corresponding password).
If you manage to access the Colibri service successfully, follow these steps:
- Close the private browsing window.
- Go to Internet browser options and clear the browser cache.
- Close the web browser and open it again;
- Access and log in to the Colibri service.
Further Information: Read the following help articles to find out how to clear the cache:
An error occurred while trying to log in with SSO
Target Audience: Iscte-IUL Community
Answer/Solution:
- When this error message appears, it means that you have previously entered your institutional e-mail address on the ZOOM website.
- You will need to delete this account by following these steps:
- When this error message appears, it means that you have previously entered your institutional e-mail address on the ZOOM website.
- Log in to the Zoom web portal with your institutional e-mail address (SSO).
- In the navigation menu, click on “Account management” and then on “Account profile”.
- Click on “Close my account”.
- Click “Yes” to confirm that you want to close your Zoom account. This will delete your Zoom account permanently.
- You will be redirected to the Zoom homepage and a message will appear informing you that your account has been successfully closed.
- After this step the user can now access the colibri service: colibri.fccn.pt and perform federated authentication on the service.
Further Information: Click here
Confirm your e-mail address
Target Audience: Iscte-IUL Community
Answer/Solution:
- When you log in to the Colibri service, you get the message: “Confirm your e-mail address”.
- You should contact us and ask for the necessary user attributes to be corrected in order to authenticate with the Colibri service.
Further Information: You can check your user attributes on the RCTSaai service website in the My Profile section.
How do I share if Onedrive isn’t installed or running?
Target Audience: Iscte-IUL Community
Answer/Solution: If the OneDrive desktop application is installed on your computer, you should see the “Share” option when you click on a file or folder in Explorer.
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- If OneDrive is not running or the desktop application is not installed, you will not be able to share from File Explorer or the Finder.
- You can continue to share OneDrive files and folders from onedrive.com.
- If you don’t see the OneDrive icons in your taskbar or notification area, start OneDrive.
What is the difference between OneDrive and SharePoint?
Target Audience: Iscte-IUL Community
Answer/Solution:
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- The similarities between the programs
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- Sharepoint and OneDrive have similar cloud storage functions.
- Both offer enterprise-level protection and comply with the main data protection legislation.
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- The main differences
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- Sharepoint is a system for collaborative storage, focused on the needs of teams. OneDrive is a personal storage system, i.e. not collaborative.
- Sharepoint is a platform designed specifically to promote collaborative work in an online environment. It is a business environment in which employees share folders and files, including editing files simultaneously.
- Sharepoint’s usability is much broader than that of OneDrive, as it can be adapted to function as an intranet. It can also be integrated with Teams.
What are the differences between a BASIC, PRO or WEBINAR account?
Scope: Iscte-IUL Community
The Zoom account types used in Colibri videoconferencing are as follows:
Basic
- Meetings lasting a maximum of 40 minutes.
- Up to 100 participants per session.
- Students and researchers only have BASIC accounts.
Pro/Licensed
- Meetings with no maximum duration.
- Up to 300 participants per session.
- Possibility of recording in the cloud.
- Polls.
- Connection to videoconferencing terminals (H.323).
- Breakout rooms.
- Only available for “staff” or “faculty” (teachers) accounts.
Webinar
- By request only.
- Above 300 participants up to 1,000 per session.
- Possibility of recording in the cloud.
- Polls.
- Q&As
- Training room.
- Only available for “staff” or “faculty” (teachers) accounts.
With this comparative table, you can analyze the differences between these three accounts.
Click here to find out what type of account you have.
Option locked by the administrator
Scope: Iscte-IUL Community
Most of the options in the settings can be edited by the user: enable (blue mode) or disable (gray mode).
Options with the note: “Locked by administrator” are enabled by default. This means that this functionality will always be available.
What are Zoom APPS?
Target Audience: Iscte-IUl Community
Answer/Solution: With the update to the new version of ZOOM, COLIBRI now allows third-party applications to be integrated into its videoconferences.
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- ZOOM APPS are third-party applications that appear within your meeting and allow you to increase your interactivity in meetings.
- The aim is to make it easier for users to access productivity, well-being and entertainment software.
- With ZOOM APPS, you’ll have a space on your screen available to work collaboratively while you meet.
Further Information: Here are some applications already tested by the FCCN team and ready to install on your ZOOM client.
What do the colors mean when I swipe my Iscte card in an RFID card reader?
Scope: Iscte-IUl Community
Student attendance readers – These readers are located in classrooms, auditoriums and laboratories and are used to record students’ attendance at lessons.
- Green – Attendance is recorded.
- Red – Attendance is not recorded. The student must check that the card is associated and active.
Room access readers – These readers are located outside classrooms, auditoriums and laboratories and are used to open doors.
- Green/Yellow – Authorized access. The door should open.
- Red – Unauthorized access. The user must check that the card is associated and active.