Incident Catalog

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.