Ticket Views Overview
Incident IQ provides several default views for navigating and managing tickets. Available views depend on your specific permission set.
Open Tickets: Displays all currently open tickets.
Filtering: Use tab options at the top to filter by: Assigned to You, Assigned to Others, or Unassigned (no designated agent
Tickets You’re Following: Displays all open tickets you follow.
Note: This includes both tickets where you are a follower and tickets where you are the assigned agent.
Closed Tickets: Displays all closed tickets.
Filtering: Use tab options to filter by: Assigned to You, Assigned to Others, Unassigned, or All Canceled.
All Tickets: Displays all tickets you have permission to view (excluding deleted tickets).
Deleted Tickets: Acts as a district recycle bin, allowing access to deleted tickets.
My Tickets: Displays all the tickets you have submitted.
Filtering: Use the For Me and For Others tabs to differentiate between tickets submitted for yourself vs. those submitted on behalf of others.
Locating Tickets via Smart Search
To search for active (non-deleted) tickets:
Click the Search button (available at the top of any page) to open the Global Search window.
Select the Tickets tab to narrow the search scope.
Result: Matching tickets display with core information, including ticket number, issue, status, and submission details.
Filtering Ticket Views
Apply filters to customize any ticket view:
Click the Filter button near the top of the view to open the filter selection window.
Define Category: Use the left column to select a filter category.
Define Type: Select the specific filter type from the right-hand options.
Refine Data: Select the required data. Alternatively, check the Exclude checkbox to filter out tickets that do not match specific criteria.
Click Save Selection.
Tip: Use the Add Filter button to apply multiple filters to combine criteria.
Accessing Ticket View Analytics
To generate analytics based on a current view, click the Analytics button (located near the top left of the view).
Result: This redirects to the Analytics Explorer page. A filter is automatically applied to match the settings of the view you were previously in.
Exporting Ticket Data
To extract ticket data into an Excel file:
Select More > Export from any Assets view.
In the Exporter window, provide a name for the export, and select the desired filters and column data.
Note: Any filter settings currently applied to the view are automatically carried over to the Exporter window.
Restoring Deleted Tickets
To recover a deleted ticket:
Navigate to the Deleted Tickets view.
Click to the left of the desired ticket to open the status window.
Reopen the ticket and assign a new status within the same window.