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: 2025-12-12

PT

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.