Easyvista

The Service Catalog is a tree structure (category/sub-category/…), the first branches of which are:

• Applications – Serves for the request of access, configurations or requests for clarification regarding the various platforms and applications used in Iscte (Blackboard, Easyvista, Fénix, Document Management, MyIscte, Onedrive, SAP, Sharepoint, Singap, Teams, Unicard, Zoom, among others.
• Data Center – Serves for requesting services related to the Iscte Data Center, including server accesses and configurations, DMZ, sites, and backups.
• Cybersecurity – Serves both for the request of security hearings, as well as for clarifying cybersecurity issues.
• Accounts and Email – Serves for requesting access and settings of Iscte accounts, including email and activation of the Iscte card.
• Equipment – Serves for the request for equipment (hardware) services from Iscte, including procurement, installation, support and loan.
• Training – Serves for the request of training actions.
• Printing and Scanning – Serves for the request for services related to the printing and scanning system, including equipment provisioning, installation and support in the configuration of this service on the user’s devices.
• Space maintenance – Serves both for the request services related to the common spaces (auditoriums, laboratories and classrooms, datos room, focus group, large auditorium), or for support in the use of fccn federated services such as Zoom, Educast, Videocast, among others.
• Networks, Internet and Communications – Serves either for the request of services related to the cable or wireless network, including VPN and VoIP communication.
• Software, Licenses and Contracts – Serves for the request for services related to software management, licenses and contracts.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “New Request“.
3. Select the “Category/Subcategory/…“, browsing the Service Request Catalogue.
4. Click on “Create Request“.
5. Fill out the questionnaire and click “Ok“.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “My Tickets“.
3. Select the “service request“.
4. Apply one of the 5 filters provided by iAjuda to facilitate the identification of the ticket: “In Resolution“, “Closed“, “Pending“, “Registered” and “Resolved“.

For each “service request” it is possible to perform 3 types of actions: “Details“, “Update” and “Attachments“.

Details – Gives access to the details (history and attachments) of both the incident and the service request.

Update – Allows you to add information to both the incident and the service request.

Attachments – Allows you to add attachments to both the incident and the service request.

1. Aceder ao Portal de Serviços dos SIIC em https://iajuda.iscte-iul.pt/.
2. Clicar em “Validações“.
3. Selecionar o “pedido de serviço“.
4. Clicar em “Aceitar“.
5. Classificação de 1 (insuficiente) a 5 (excelente) a resolução do incidente quer quanto à “Rapidez da intervenção“, quer como a “Qualidade da intervenção”. Se entender que é pertinente, adicionar um comentário.
6. Clicar em “Ok“.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “Validations“.
3. Select the “service request“.
4. Click on “Reject“.
5. Type a justification.
6. Click on “Ok“.

An incident refers to a disturbance or degradation in the performance of a service, equipment, application or system.

The Incident Catalogue is an arvóre structure (category/sub-category/…), whose first branches are:”

• Applications – Serves to record incidents related to applications or software, including failures, errors, unavailability or degradation of desepenho.
• Data Center – Serves to record incidents related to services provided by the Iscte Data Center, including failures, errors, unavailability or degradation of performance either in equipment or in services.
• Cybersecurity – Serves to record security incidents (malicious code, abusive content, fraud, intrusion attempts, privacy violation, among other threats).
• Accounts and Email – Serves to record errors, errors, unavailability or degradation of e-mail account
• Equipment – Serves to record failures, errors, unavailability or degradation of desepenho, malfunction or theft of equipment.
• Printing and Scanning – Serves to record faults, errors, degradation of performance, malfunction or other difficulties in accessing the printing and scanning service.
• Networks, Internet and Communications – Serves to record failures, errors, unavailability degradation of desepenho, breakdown or any other difficulty of access to cable or wireless networks (wifi), including VPN and VoIP communications.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “New Incident“.
3. Select the “Category/Subcategory/…“, navigating in the Incident Catalogue.
4. Click on “Create Incident“.
5. Fill out the questionnaire and click “Ok“.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “My Tickets“.
3. Select the “incident“.

Apply one of the 5 filters provided by iAjuda to facilitate the identification of the ticket:

• In Resolution – Incidents still in resolution.
• Closed – Resolved incidents.
• Pending – Incidents whose resolution has been suspended.
• Recorded – All incidents recorded by the user.
• Solved – All incidents solved.

For each “Incident” it is possible to perform 3 types of actions:

• Details – Gives access to the details (history and attachments) of both the incident and the service request.
• Update – Allows you to add information to both the incident and the service request.
• Attachments – Allows you to add attachments to both the incident and the service request.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “Validations“.
3. Select the “incident“.
4. Click on “Accept“.
5. Rate from 1 (insufficient) to 5 (excellent) the resolution of the incident both in terms of “Speed of intervention” and “Quality of intervention“. If you think it is pertinent add a comment.
6. Click on “Ok“.

1. Access the SIIC Services Portal at https://iajuda.iscte-iul.pt/.
2. Click on “Validations“.
3. Select the “incident“.
4. Click on “Reject“.
5. Click on “Ok“.