{"id":16137,"date":"2025-08-08T14:19:04","date_gmt":"2025-08-08T17:19:04","guid":{"rendered":"https:\/\/www.ufrgs.br\/documenta\/?post_type=docs&#038;p=16137"},"modified":"2025-08-08T14:34:15","modified_gmt":"2025-08-08T17:34:15","password":"","slug":"sobre-as-solicitacoes","status":"publish","type":"docs","link":"https:\/\/www.ufrgs.br\/documenta\/d\/sobre-as-solicitacoes\/","title":{"rendered":"Informa\u00e7\u00f5es sobre as solicita\u00e7\u00f5es"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Solicita\u00e7\u00f5es s\u00e3o formul\u00e1rios para abertura de chamado junto \u00e0 Biblioteca Central, que utiliza o servi\u00e7o Znuny para atendimento.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Caracter\u00edsticas das solicita\u00e7\u00f5es e chamados:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>os formul\u00e1rios s\u00e3o individualizados conforme a natureza de cada solicita\u00e7\u00e3o;<\/li>\n\n\n\n<li>as solicita\u00e7\u00f5es est\u00e3o integradas \u00e0 base de conhecimento, o que significa que fazem parte do menu lateral, permitindo acesso r\u00e1pido a qualquer solicita\u00e7\u00e3o a partir de qualquer parte do Document@*;<\/li>\n\n\n\n<li>\u00e9 necess\u00e1rio login para a abertura de chamados, portanto apenas pessoas com v\u00ednculo podem utiliz\u00e1-los;<\/li>\n\n\n\n<li>por causa do login, todo chamado fica inicialmente vinculado ao e-mail registrado no Portal do Servidor da pessoa que abriu o chamado;<\/li>\n\n\n\n<li>para receber resposta em e-mail departamental \u00e9 necess\u00e1rio preencher o campo &#8220;E-mail da biblioteca\/departamento para resposta (opcional):&#8221; com o e-mail desejado a cada abertura de chamado;<\/li>\n\n\n\n<li>caso o e-mail que recebe a resposta do chamado n\u00e3o seja o e-mail usado normalmente pela pessoa que abriu o chamado, \u00e9 recomendado que o e-mail seja alterado no Portal do Servidor, observando-se, entretanto, a orienta\u00e7\u00e3o presente no Art. 8\u00ba da Resolu\u00e7\u00e3o CSI N\u00ba 5, de 13 de setembro de 2022, que estabelece em seu primeiro par\u00e1grafo que &#8220;O endere\u00e7o de e-mail com sufixo &#8216;ufrgs.br&#8217; deve ser utilizado obrigatoriamente pelos agentes p\u00fablicos em atividades laborais [&#8230;]&#8221;;<\/li>\n\n\n\n<li>al\u00e9m do acompanhamento dos chamados por e-mail tamb\u00e9m \u00e9 poss\u00edvel acompanh\u00e1-los pelo &#8220;Cat\u00e1logo de Servi\u00e7os da Biblioteca Central&#8221;, conforme a observa\u00e7\u00e3o inclu\u00edda nas solicita\u00e7\u00f5es atendidas pela BC. O cat\u00e1logo \u00e9 um site utilizado especificamente para gerar os formul\u00e1rios de abertura de chamados usados nas solicita\u00e7\u00f5es do Document@. Apesar do aviso de cat\u00e1logo em constru\u00e7\u00e3o, \u00e9 poss\u00edvel fazer login nesse cat\u00e1logo e dessa forma acessar as solicita\u00e7\u00f5es, incluindo n\u00famero do chamado, data de \u00faltima altera\u00e7\u00e3o e inteiro teor das mensagens do atendimento;<\/li>\n\n\n\n<li>o servi\u00e7o de atendimento de chamados Znuny tamb\u00e9m \u00e9 usado por outros \u00f3rg\u00e3os da UFRGS, como CPD e TUAUFRGS, e por isso h\u00e1 algumas configura\u00e7\u00f5es gerais que n\u00e3o podem ser alteradas pela BC, como o envio de mensagens autom\u00e1ticas de confirma\u00e7\u00e3o de atendimento, por exemplo;<\/li>\n\n\n\n<li>\u00e9 poss\u00edvel anexar mais do que um arquivo, desde que observado o limite informado no formul\u00e1rio.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">* Com exce\u00e7\u00e3o dos conte\u00fados de <em>Avisos e atualiza\u00e7\u00f5es<\/em> e <em>Eventos<\/em>, que n\u00e3o fazem parte da base de conhecimento. No caso dos avisos, h\u00e1 link para a p\u00e1gina geral das solicita\u00e7\u00f5es.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<style>.wp-block-kadence-advancedgallery .kb-gallery-type-grid.kb-gallery-id-16137_5932e2-61{margin:-5px;}.kb-gallery-type-grid.kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-item{padding:5px;}.kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-item .kb-gal-image-radius, .kb-gallery-id-16137_5932e2-61 .kb-slide-item .kb-gal-image-radius img{border-radius:3px 3px 3px 3px;;}.wp-block-kadence-advancedgallery.kb-gallery-wrap-id-16137_5932e2-61{overflow:visible;}.kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-item .kb-gal-image-radius, .kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-thumb-item .kb-gal-image-radius{box-shadow:4px 2px 14px 0px rgba(0, 0, 0, 0.2);}.kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-item:hover .kb-gal-image-radius, .kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-thumb-item:hover .kb-gal-image-radius{box-shadow:4px 2px 14px 0px rgba(0, 0, 0, 0.2);}.kb-gallery-caption-style-bottom.kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-item .kadence-blocks-gallery-item-inner .kadence-blocks-gallery-item__caption, .kb-gallery-caption-style-bottom-hover.kb-gallery-id-16137_5932e2-61 .kadence-blocks-gallery-item .kadence-blocks-gallery-item-inner .kadence-blocks-gallery-item__caption{background:linear-gradient(0deg, #0170b9 0, rgba(0, 0, 0, 0) 100%);}<\/style><div class=\"kb-gallery-wrap-id-16137_5932e2-61 alignnone wp-block-kadence-advancedgallery\"><ul class=\"kb-gallery-ul kb-gallery-non-static kb-gallery-type-grid kb-gallery-id-16137_5932e2-61 kb-gallery-caption-style-bottom kb-gallery-filter-none kb-gallery-magnific-init\" data-image-filter=\"none\" data-item-selector=\".kadence-blocks-gallery-item\" data-lightbox-caption=\"true\" data-columns-xxl=\"2\" data-columns-xl=\"2\" data-columns-md=\"2\" data-columns-sm=\"2\" data-columns-xs=\"1\" data-columns-ss=\"1\"><li class=\"kadence-blocks-gallery-item\"><div class=\"kadence-blocks-gallery-item-inner\"><figure class=\"kb-gallery-figure kb-gallery-item-has-link kadence-blocks-gallery-item-has-caption\"><a href=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9.png\" data-description=\"Solicita\u00e7\u00f5es s\u00e3o acess\u00edveis pelo menu lateral.\" class=\"kb-gallery-item-link\"   role=\"button\" aria-haspopup=\"dialog\"><div class=\"kb-gal-image-radius\"><div class=\"kb-gallery-image-contain kadence-blocks-gallery-intrinsic kb-gallery-image-ratio-land32 kb-has-image-ratio-land32\" ><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9-1024x705.png\" width=\"1024\" height=\"705\" alt=\"\" data-full-image=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9.png\" data-light-image=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9.png\" data-id=\"14696\" class=\"wp-image-14696\" srcset=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9-1024x705.png 1024w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9-300x207.png 300w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9-768x529.png 768w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-9.png 1263w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/div><div class=\"kadence-blocks-gallery-item__caption\">Solicita\u00e7\u00f5es s\u00e3o acess\u00edveis pelo menu lateral.<\/div><\/div><\/a><\/figure><\/div><\/li><li class=\"kadence-blocks-gallery-item\"><div class=\"kadence-blocks-gallery-item-inner\"><figure class=\"kb-gallery-figure kb-gallery-item-has-link kadence-blocks-gallery-item-has-caption\"><a href=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10.png\" data-description=\"\u00c9 necess\u00e1rio login para abertura de chamados.\" class=\"kb-gallery-item-link\"   role=\"button\" aria-haspopup=\"dialog\"><div class=\"kb-gal-image-radius\"><div class=\"kb-gallery-image-contain kadence-blocks-gallery-intrinsic kb-gallery-image-ratio-land32 kb-has-image-ratio-land32\" ><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10-1024x705.png\" width=\"1024\" height=\"705\" alt=\"\" data-full-image=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10.png\" data-light-image=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10.png\" data-id=\"14695\" class=\"wp-image-14695\" srcset=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10-1024x705.png 1024w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10-300x207.png 300w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10-768x529.png 768w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-10.png 1263w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/div><div class=\"kadence-blocks-gallery-item__caption\">\u00c9 necess\u00e1rio login para abertura de chamados.<\/div><\/div><\/a><\/figure><\/div><\/li><li class=\"kadence-blocks-gallery-item\"><div class=\"kadence-blocks-gallery-item-inner\"><figure class=\"kb-gallery-figure kb-gallery-item-has-link kadence-blocks-gallery-item-has-caption\"><a href=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11.png\" data-description=\"Os formul\u00e1rios s\u00e3o individualizados conforme a natureza de cada solicita\u00e7\u00e3o.\" class=\"kb-gallery-item-link\"   role=\"button\" aria-haspopup=\"dialog\"><div class=\"kb-gal-image-radius\"><div class=\"kb-gallery-image-contain kadence-blocks-gallery-intrinsic kb-gallery-image-ratio-land32 kb-has-image-ratio-land32\" ><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11-1024x705.png\" width=\"1024\" height=\"705\" alt=\"\" data-full-image=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11.png\" data-light-image=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11.png\" data-id=\"14694\" class=\"wp-image-14694\" srcset=\"https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11-1024x705.png 1024w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11-300x207.png 300w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11-768x529.png 768w, https:\/\/www.ufrgs.br\/documenta\/wp-content\/uploads\/documenta-2025-11.png 1263w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/div><div class=\"kadence-blocks-gallery-item__caption\">Os formul\u00e1rios s\u00e3o individualizados conforme a natureza de cada solicita\u00e7\u00e3o.<\/div><\/div><\/a><\/figure><\/div><\/li><\/ul><\/div>","protected":false},"excerpt":{"rendered":"<p>CATEGORIA: Solicita\u00e7\u00f5es<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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