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Easyvista

Last Updated: 12/29/2021

How do I register a new Incident? | How do I register a new Order? | How to check my tickets | How do I validate my tickets?

The SIIC service portal is accessible in https://iajuda.iscte-iul.pt/

Compared to the previous platform there are some differences:

  • it is no longer possible to place orders through the postal iajuda@iscte-iul.pt;
  • there is a maximum response time set for each service request/incident;
  • it is possible to follow up the requests more easily. 


New Incident

To request support in incident resolution.

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.

"Learn

  1. Access the SIIC Services Portal.
  2. Click "New Incident".
  3. Select the "Category/Subcategory/… ", browsing the Incident Catalog.
  4. Click "Create Incident".
  5. Fill out the questionnaire and click "Ok".
Questionnaire on the recording of an incident on an equipment.

Beneficiary – Pre-filled with the identification of the user authenticated on the portal that may indicate another beneficiary.

Urgency – Choose one of the available options: "High", "Medium" and "Low".

Location Type – Choose one of the available tioplogies. For example, "Auditorium", "Laboratory", "Classroom".

Location – Choose a location by navigating the tree structure.

Equipment – Indicate the inventory number of the equipment.

Title – Assign a title to the incident.

Description – Describe as much detail as possible (step by step), the incident mentioning the syntomas, failures, errors, previous occurrences and attempts made for its resolution.

Attachments – Whenever possible attach documentation: error messages, logs.

Alternate Contact – Indicate an alternative contact (personal).


New Order

To request something new: equipment, access, support in the configuration of services.

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.

"Learn

  1. Access the SIIC Services Portal.
  2. Click "New Order".
  3. Select the "Category/Subcategory/… ", browsing the Service Order Catalog.
  4. Click "Create Order".
  5. Fill out the questionnaire and click "Ok".
Questionnaire on the registration of a service application relating to an equipment.

Beneficiary – Pre-filled with the identification of the user authenticated on the portal that can indicate another benefit.

Urgency – Choose one of the available options: "High", "Medium" and "Low".

Location Type – Choose one of the available tioplogies. For example, "Auditorium", "Laboratory", "Classroom".

Location – Choose a location by navigating the tree structure.

Equipment – Indicate the inventory number of the equipment.

Title – Assign a title to the incident.

Description – Describe as much detail as possible (step by step), the incident mentioning the syntomas, failures, errors, previous occurrences and attempts made for its resolution.

Attachments – Whenever possible attach documentation: error messages, logs.

Alternate Contact – Indicate an alternative contact (personal).


My Tickets

To track incident resolution and execution of service requests.

Features 5 filters:

In Resolution – Incidents or service requests still in resolution or unexecuted.

Closed – Resolved incidents or service requests delivered/executed.

Pending – Incidents or service requests whose resolution or execution has been suspended.

Logged – All incidents and service requests recorded by the user.

Resolved – All incidents and service requests resolved or delivered/executed.

For each Incident or Service Order you can perform 3 types of actions:

Details – Gives access to 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.


Validations

To evaluate, approve, or reject incident resolution and service request execution.

Details – Allows you to check the details (history and attachments) of either the incident given as resolved, or the service request given as delivered/completed.

Accept – Allows you to accept both the resolution of the incident or the delivery/completion of the service request.

Reject – Allows you to reject either the resolution of the incident or the delivery/completion of the service request. In the latter case, the incident or service request is reopened.

If you would like detailed information, please contact us.