Learning new terminology while working with new software can be challenging. To help bridge the gap between the Incident IQ terminology and your Facilities team's terminology, we have created a guide that provides a glossary of terms that may be unfamiliar to your facilities team. This guide will help your team better understand Incident IQ terminology and improve their overall experience with the software.
Agents - Workers who handle tickets and perform tasks in the field, such as technicians (techs), custodians, and contractors.
Assets - Any serialized equipment that needs to be managed within Incident IQ.
Parts - Consumables
Ticket - Work order
Admins- Team leads who oversee and manage the system's back-end operations.
Resolution actions - The actions completed to help resolve the issue.
Resolution action time vs. labor tracking - Resolution action time refers to the time required to complete a specific action, while labor tracking involves the total amount of time spent on the ticket/work order.
Issue Category - category for the work order (e.g., Lawn Maintenance)
Issue Type - The actual type of issue for the work order (e.g, playground needs a mow)
Rules - Automation can be used for work order assignments, project management, and more.
Ticket Templates - Prebuilt tickets can be scheduled or triggered by rules commonly used for PMs.
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Kathryn Carter - Community Moderator