This guide outlines the essentials for working a ticket in Incident IQ, including confirming issues, adding resolution actions, posting comments, and resolving tickets.
Best Practices:
Always start a ticket, assign yourself as the agent, and change the status to "In Progress."
Use resolution actions to document every step you take, including the time spent.
Add comments to communicate with the requestor and provide internal notes for other agents.
Ensure the correct asset is linked to the ticket. If not, use the "Change" or "Exchange" features to update the asset details.
Use a clear resolution method (e.g., "Resolved," "No Issue Found," "Duplicate Ticket") to close tickets accurately.
Permissions
The following permissions will allow users to perform the following actions:
Work Tickets: Allow the user to start and work on tickets. (Additional permission option required: View Ticket List and Details)
Please note that the bulk action Work will be visible to all users. However, users cannot perform this action without this permission option.
Starting a Ticket
Select Start Ticket near the top of the ticket page. The system automatically assigns you as the agent and changes the status to In Progress. The Ticket Progress section then appears for documenting resolution actions.
Confirming/Changing a Ticket Issue
If the asset's problem matches the reported issue, select Issue is Correct. If the problem differs, use the Change Issue button. A pop-up window will ask you to identify the correct category and the new issue.
Resolution Actions
Document actions and time spent in the Ticket Progress section.
Click Add Actions and select the correct resolution action (from suggested actions or search bar).
Apply the time taken and add optional notes before saving.
Time entries for Resolution Actions are not visible to the Requestor.
Editing Resolution Actions
To edit a previously posted resolution action, click on the action link to change the selected action or the time spent.
Ticket Comments and Timeline
Incident IQ comments are internal by default (visible only to agents and administrators) for communication and internal notes.
Adding Comments
Add comments through the Ticket Progress section by clicking the Comment button.
To make a comment visible to the Requestor, select Visible to Requestor before posting.
When making a comment visible, you can also check Change to "Waiting on requestor" to update the ticket status automatically.
Attaching an Image
To add an image without losing quality, click “Browse” and select the image file. Alternatively, use the Screen Recorder for a higher-quality image than copying/pasting.
Editing/Deleting Comments
Comments are logged under the Timeline. Click the Gear icon and choose Edit or Delete any comment you’ve made.
Ticket Timeline
The timeline records progress, actions, comments, and changes. Use the three options in the upper right to filter the view:
Comments: Conversations or notes left by people attached to the ticket.
Progress: Manual actions taken while working the ticket (e.g., adding resolution actions).
Changes: Manual and automatic ticket updates, status changes, or automated rules.
Resolving a Ticket
Resolve a ticket by clicking the Resolve button.
Use the arrow on the right of the Resolve Ticket button to choose alternate options:
Resolve Problem and Incident Tickets: Resolves the Problem Ticket and all associated Incident Tickets
Resolve Ticket - No Issue Found: Use when no issue is found after investigation.
Resolve Ticket - No Response from Requestor: Use when requests for information are unanswered.
Resolve Ticket - Duplicate Ticket: Use when multiple tickets are submitted for the same issue (resolve all but one, attaching the original ticket number).
You can also simultaneously add a comment and resolve a ticket using the Add a Comment button dropdown:
Comment + Resolve Ticket
Comment + Resolve - No Issue Found
Comment + Resolve - No Response from Requestor
Comment resolve options are not available if the ticket has already been resolved.
If the Resolve button is missing, contact your local iiQ Administrator due to possible permission settings.
Asset Details
Change the asset on a ticket by clicking Change under the asset details panel.
Search for the correct asset by room, serial number, or asset tag.
The system displays assets belonging to the ticket's user and the associated room.
Select the correct asset, then choose the new Issue Category and Issue.
Exchanging an Asset on a Ticket
Use the Exchange feature to swap lost, stolen, or damaged hardware. Click the Exchange button under the asset details panel.
The pop-up window allows you to:
Update the current status of the previously assigned device.
Add a comment explaining the reason for the exchange.
Look up the replacement device (by room, serial number, or asset tag).
Once exchanged, the new asset is automatically assigned to the previous owner, an exchange action is noted, and a comment appears in the timeline.
The Exchange option only appears when the ticket meets these conditions:
The ticket was submitted for a specific device.
The asset is assigned to a user.
The asset is not marked as "Read Only."
The asset referenced on the ticket has been verified.
Unlink Asset from Ticket
Select the Unlink button to completely remove the asset from the ticket.
Tickets Without an Asset/Software
Tickets without an asset or software have the option to Select Asset. You can change the ticket type (Software/Online Systems, Other Request, Provisioning, Network/Wifi) using the dropdown arrow next to Select Asset.
Ticket Followers
Select the Followers tab (next to the Timeline tab) to view users notified of a ticket's progress.
To add a follower: click the drop-down menu, search for the user, and click the plus icon.
External email addresses can also be added.
Changing Ticket Requestor Information
Select Change on the top right of the Submitted By section to change who submitted the ticket or who the ticket was submitted on behalf of.
In the pop-up, select the user who submitted the ticket.
To change the 'submitted on behalf of' user, uncheck the box beneath "Submitted by," and use the dropdown menu to select the correct user.
Additional Ticket Options
This section provides an overview of more advanced ticket options that you may need. Please note that not all options may be available to you due to your permission settings.
Changing the Ticket Status
Click on the current ticket status to assign a new one. The status automatically changes to In Progress when the ticket is being worked on.
Some statuses may require confirming specific information before selection.
Changing the Ticket Location
Select More > Change Location. A pop-up allows you to choose a new location and enter details.
Changing the Ticket Issue
Select More > Change Issue. A pop-up asks for the new category and related issue.
Changing the Ticket Priority
Select More > Change Priority. A pop-up allows you to enter a new priority level manually.
This is available to iiQ Administrators and Agents with the Change Ticket Priority permission.
Changing the Ticket Subject
Select More > Change Subject. A pop-up allows you to enter a new subject manually.
Changing The Ticket Description
Select More > Change Description. Make and Save changes in the Edit Ticket Description pop-up.
Users must have the ‘Work Tickets’ permission to change the ticket description.
The ticket description and timeline sections will be updated to reflect the changes.
Changing/Assigning an Agent to a Ticket
Select More > Assign to User. A pop-up allows searching for and selecting the new agent.
Assigning/Unassigning a Team on a Ticket
Select More > Assign to Team. A pop-up allows you to select a team to add or unassign.
This is available to iiQ Administrators and Agents with the Manage Teams permission.
Marking a Ticket as Urgent/Not Urgent
Select More > Mark Urgent/Mark Not Urgent.
Marking a Ticket as Sensitive/Not Sensitive
Select More > Mark Sensitive/Mark Not Sensitive.
Copying a Ticket
Select More > Copy Ticket. A success message appears, and you are redirected to the new ticket's page.
Deleting a Ticket
Select More > Delete Ticket. A pop-up asks for confirmation.
Deleting Multiple Tickets
Navigate to the list view of tickets.
Select the tickets you want to delete.
Access the appropriate menu options (e.g., "Other").
Choose Delete Ticket.
Confirm the deletion in the pop-up window.
Only users with specific permissions can delete tickets in Incident IQ. These include:
iiQ Administrators: Full access to delete tickets.
Agents with the Delete Ticket Permission: Access to delete tickets based on their assigned permissions. If you do not see the option to delete tickets, contact your system administrator to verify your permissions.
Print PDF of a Ticket
Select More > Print or More > Save as PDF.
The MORE drop-down menu options are subject to permissions like "View Tickets Nav Item" and "View Ticket List and Details."
Working on a Password Reset Ticket
In districts with the Password Assistant app installed, agents with the correct permissions can directly reset a user’s password in password reset tickets. A Password Reset widget appears, and clicking Reset Password initiates the process.
