The following article is designed to give administrators and agents with the correct permissions a detailed overview of how to manage:
Creating requests type and request categories
Managing the visibility based on roles
Setting the default resolution actions based on the request type
Managing Request and Request Categories
Incident IQ comes with several default request categories and requests for Human Resources. On the left sidebar, click Administration and Requests.
These may not fit your particular district’s needs. You can control what requests are active or inactive in your system by checking or unchecking the box to the left of each request.
Checked box indicates active.
Unchecked box indicates inactive.
To deactivate the entire request category, uncheck all the requests under that request category. Users will no longer see this option available for ticket submission.
Also, you can add requests to any request category. Locate the search bar below each request category section. Search for the desired request from a defaulted list.
Creating Custom Requests Type
You can create and add new requests that do not currently exist in Incident IQ to your request categories. Locate the search bar under each request category section. Click the down arrow to the right of the Add button and select New Request Type.
In the pop-up window, enter the name of your new request and select Save. The new request will appear in the list of requests underneath the selected request category.
Creating Custom Request Categories
To create a new request category, navigate to the end of the request category list. Here is the section called Create New Request Category. Enter the name of the new request category and click the Add Category button to the right.
Next, you will need to search for the requests you want to make available for this request category. Search and add any global requests using the drop-down menu and clicking on the Add button.
Your selected request will now appear as an activate option. Additionally, you can search and add as many requests as needed under any given request category.
Editing/Deleting Custom Created Request
You can easily edit or delete any locally created request by selecting the Edit button located on the right side of the request. A pop-up window will appear where you can edit or delete the request name.
Editing/Deleting Custom Created Request Categories
You can easily edit or delete any custom-created request category by first hovering over the category title. The text will change to blue, and a pencil icon will appear to the right. Click on the request category title to continue. A pop-up window will appear; you can edit or delete the request category name.
Managing Resolution Actions
Resolution actions are the actions administrators or agents will take to complete tickets. These actions will be associated with the request type for each ticket. The actions you select will appear within the ticket to make solving a ticket fast and straightforward.
You can control whether you want your agents working a ticket to be required to add a resolution action. This is managed in Site Options.
You can edit the resolution actions for each request type. To the right of the request type, click the Resolution Actions button. Here, you will edit which actions will be associated with that request type.
Use the checkbox to the right of each action to determine if this action will be associated with that request type. Click the Save button.
Need to create a resolution action that is not currently in Incident IQ? Click on Create New Action at the top right, inside the pop-up window for resolution actions. Next, enter the resolution action you want to add. Click on the Save button.
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Hannah Bailey - Director, Customer Engagement