FAQ – Page 2 – Iscte-Informática

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

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

Action:

Access the SIIC Services Portal.
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”.

How to rack the execution of a service request?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community.

Action:

Access the SIIC Services Portal.
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: 2025-01-17

PT

Scope: Iscte community

Action: Iscte’s IT Services Catalog is available on the “SIIC Services Portal”: https://iajuda.iscte-iul.pt/

Additional information: It is a tree structure (category/sub-category/…), the first branches of which are:

- Applications – Used to request access, configurations or clarification requests regarding the various platforms and applications used at Iscte (Blackboard, Easyvista, Fénix, Document Management, MyIscte, Onedrive, SAP, Sharepoint, Singap, Teams, Unicard, Zoom, among others.
- Data Center – Used to request services related to Iscte’s Data Center, including access to and configuration of servers, DMZ, sites and backups.
- Cybersecurity – This is for requesting security audits and clarifying cybersecurity issues.
- Accounts and Email – Used to request access to and configuration of Iscte accounts, including email and activation of the Iscte card.
- Equipment – Used to request services relating to Iscte equipment (hardware), including provisioning, installation, support and loan.
- Training – Used to request training courses.
- Printing and Scanning – Used to request services related to the printing and scanning system, including equipment provisioning, installation and support in configuring this service on the user’s devices.
- Maintenance of spaces – Used both to request services related to common spaces (auditoriums, laboratories and classrooms, data room, focus group, large auditorium) and to support the use of FCCN’s federated services such as Zoom, Educast, Videocast, among others.
- Networks, Internet and Communications – For requesting services related to the cable or wireless network, including VPN and VoIP communication.
- Software, Licenses and Contracts – Used to request services related to software management, licenses and contracts.

Incident Catalog

Atualizado/Updated: 2025-01-17

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.

Which School does my course belong to?

Atualizado/Updated: 2025-01-17

PT

Scope: New ISCTE student.

Action: You can consult this information on ISCTE-IUL’s institutional portal: http://www.iscte-iul.pt.

How do I log in to the Zoom application?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte´s Employees

Action: To log in to the Zoom application, proceed as follows:

1. Open the Zoom application.
2. Choose the “Sign in” option.
3. Choose the “SSO” option.
4. In the “Domain” field, type “videoconf-colibri” (on linux you should also add .zoom.us).
5. Click on “Continue”.
6. 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).

My Zoom account is Basic, how can I get a Pro account?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte´s Employees

Action: To ensure that your Zoom account is Pro you must authenticate with SSO, as described here.

CGD gave me a service card (not personalized) and it doesn’t work. How can I solve the problem?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte Community.

You should contact SIIC via the usual channels to request that the service card be associated with your user.

Additional information: The door opening readers (placed outside the rooms) turn red, as do the attendance readers (placed inside the rooms).

Is IBM SPSS Amos available for the macOS operating system?

Atualizado/Updated: 2025-01-28

PT

No.

How do I schedule a meeting on the Colibri website?

Atualizado/Updated: 2025-01-14

PT

Scope: Iscte Community

Action:

Sign in to the Colibri (https://videoconf-colibri.zoom.us) using your RCTSaai federation credentials (xxnes@iscte-iul.pt).
Click “Meetings” and click “Schedule a Meeting“.
Select the meeting options. Note that some of these options might not be available if they were disabled and locked to the off position at the account or group level.
Click “Save” to finish.

- Find out more details here.

Additional information:

- Zoom offers multiple methods to schedule a meeting.
- A host has control over the options for their scheduled meetings, except for settings that an administrator has locked for all users in the account or for all members of a specific group.
- Schedule from the Zoom desktop client or mobile app.
- Schedule from the Zoom web portal.
- Schedule for someone else.

How do I schedule a meeting using Zoom App?

Atualizado/Updated: 2025-01-14

PT

Scope: Iscte Community

Action:

Log in to the Zoom Desktop Client, using your RCTSaai federation credentials (xxnes@iscte-iul.pt).Check out how to do this here.
Click on the “Schedule” icon.
Choose the meeting settings. Note that some of these options may not be available if they have been disabled at the account or group level.
Click on “Save” to finish.

- Find out more details here

I can’t add alternative Hosts (Co-hosts)

Atualizado/Updated: 2025-01-29

PT

Scope: Iscte Community

In the Colibri service it is only possible to add alternative hosts (Co-hosts) other Colibri users belonging to the RCTSaai network, who have been assigned a PRO account at the time of the invitation.

To ensure success at the time of the invitation, you should ask the user to log in to the Colibri service so that they can become a PRO user at that time.

During a meeting, the host can set any participant as an alternative host (Co-host).

How can I keep a meeting safe?

Atualizado/Updated: 2025-01-29

PT

Scope: Iscte Community

During a Zoom meeting, the host and co-host have access to the Host Tools.

This menu centralizes the security control of the meeting, allowing the host or co-host to manage participants, video, audio, chat and other important options.

Most of the settings can be predefined when the meeting is scheduled.

This menu provides a clear overview of the security features in place, where the host can:

- - Lock meeting: locks the meeting, preventing new participants from joining the meeting.
  - Enable waiting room: activates the waiting room for new participants or to move current participants to the waiting room.
  - Hide profile pictures: hides all profile pictures, including that of the host. Instead, the names will be displayed.
  - You can set the following participant permissions independently: Share screen; Chat; Rename self; Activate own audio; Start video; Annotation on shared content; Share whiteboards; Share annotations; Record on computer; Request to record on computer; Request host to start cloud recording; Collaborate with Zoom Apps; Set meeting timers.
  - Remove participant: allows you to remove a participant from the meeting. The participant cannot rejoin unless you allow removed participants to rejoin in the Meeting settings.
  - Suspend participant activities: disable video, audio, Zoom Apps and the ability to share the screen for all participants. It also locks the meeting to prevent participants from joining. This option will be applied to all participants.

See the following Zoom help article for more information.

How long is my recording available in the cloud?

Atualizado/Updated: 2025-01-29

PT

Scope: Iscte Community

Through the Colibri service it is possible to record Zoom meetings in the Cloud.
These recordings are available for consultation and download for up to 30 days after the recording date.
The recordings can be consulted and managed on the Zoom recordings page.
To avoid losing your recording, transfer it to Educast.

How to schedule a Webinar?

Atualizado/Updated: 2025-01-09

PT

Scope: Iscte Community

Action: The Colibri service provides the possibility of requesting Webinars. This service is available through a request for institutions that are members of RCTS (Rede Ciência Tecnologia e Sociedade).

Additional information:

- The Webinar service component is dedicated to online events aimed at large audiences, so it should only be requested for events that require a minimum of 300 participants.
- Current licensing allows for a maximum capacity of 1000 participants in each webinar.
- Requests for the webinar service must be made two working days (48 hours) in advance.
- Requests are subject to analysis and approval by FCCN support team and reservations may be conditioned by the type of event, licensing availability and/or previously scheduled reservations.

Why can’t I access the content with the padlock icon?

Atualizado/Updated: 2025-01-15

The course materials are managed by the teacher(s) and the content that appear with the padlock icon (see image below) have been restricted to specific groups by the teacher(s).

If you believe you should be able to view this locked content, please contact the teacher(s) to add you to the required group.

I can log in to Moodle, but I can’t see the courses. Why?

Atualizado/Updated: 2025-01-29

PT

Make sure that you are correctly enrolled in courses on Fénix+.

After being enrolled in Fénix+, you must wait up to 48 hours for the courses to become available in Moodle.

Note: Course enrollment only takes place at the beginning of the semester on the Moodle e-learning platform. Therefore, the 1st semester courses will not be visible to students who access Moodle before September 2024 and the 2nd semester courses will not be visible until December 19th, 2024 (although they are already on Fénix+).

Printing error – Windows Hello

Atualizado/Updated: 2025-01-14

For users who have configured PIN or fingerprint authentication – Windows Hello – and were unable to print (error 0x000006ba), follow these steps:

Open the “Printers and Scanners” menu using, for example, the Windows search box. Select the printer and press the “Remove” or “Remove device” button:

2. Establish a connection to the Iscte print server by running the command \\printers.iul.intra in the Windows search box.

(NB: Outside Iscte installations, connect to the VPN before attempting to connect to the Iscte print server.)

3. A Windows Security window will pop up where you need to enter your Iscte credentials. To do this correctly, click on “More choices” (see image below):

And select the “Use a different account” option:

Authenticate to the print server by entering and remembering Iscte credentials (username and password), as follows:

Username: Type “IUL\username” (e.g., IUL\xxnes)
Password: Write the password for the Iscte account

Then press the “OK” button.

4. Install the “Iscte” network printer driver using the right mouse button and choosing the “Connect…” option and wait for the installation to finish.

Does Iscte have licenses for NVivo software?

Atualizado/Updated: 2025-01-28

PT

No. Iscte has licenses for MAXQDA software, which is considered a competitor to NVivo software. More information here.

Is it possible to create groups by CSV?

Atualizado/Updated: 2025-01-29

PT

Scope: Iscte’s Teachers

Action: Yes. To do this, add the groups in the “group_name” column and the usernames in the “member_username” column in the CSV file:

In the course unit, click on “More” in the top menu and select “Import groups and members”.

Drag (or select) the CSV file with the groups into the “Import” field and press the “Import groups and members” button, then “Continue”.

You can download an example csv file below:

Example_import_groups Download