incident – Iscte-Informática

How can I accept resolution of an incident?

Atualizado/Updated: 2025-12-12

PT

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“.

How can I report an incident?

Atualizado/Updated: 2025-12-12

PT

Target Audience: Iscte-IUL Community

Answer/Solution:

1. Go to iAjuda.
2. Click on “New Incident“.
3. Select a “Category/Subcategory/…“, browsing the Incident Catalogue.
4. Click on “Create Incident“.
5. Complete the questionnaire and click on “Ok“.

What is an incident?

Atualizado/Updated: 2025-12-12

PT

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 resolution of an incident?

Atualizado/Updated: 2025-12-12

PT

Target Audience: Iscte-IUL Community

Answer/Solution:

Go to iAjuda.
Click on “Validations“.
Select the “Incident“.
Click on “Reject“.
Add a comment/reason for rejection.
Click on “Ok“.

How do I follow up a request to solve an incident?

Atualizado/Updated: 2025-12-12

PT

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”.

Incident Catalog

Atualizado/Updated: 2025-12-19

PT

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).