Tag: service request
What is a Service Request?
Atualizado/Updated: 2026-01-06
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 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 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: 2025-12-19
Scope: Iscte community
Action: Iscte’s IT Services 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 → Access Management and Application Support.
- Data Center → Infrastructure and Server Services (servers, DMZ, backups).
- Cybersecurity → Digital Security and Audits.
- Accounts and Email → Institutional Account and Email Management.
- Equipment → Equipment Support and Management.
- Training → Training Requests.
- Printing and Scanning → Printing and Scanning Services.
- Networks, Internet, and Communications → Network, Internet, and Communications Services.
- Software, Licenses, and Contracts → Software, License, and Contract Management.