Learning new terminology while working with new software can be challenging. To help bridge the gap between Incident IQ and your Facilities team's terminology, we have created a glossary of terms that may be unfamiliar to them. This guide will help your team better understand Incident IQ terminology and improve their overall experience with the software.
Agents: Workers who handle work orders and perform tasks in the field (e.g., technicians, custodians, contractors).
Assets: Serialized equipment managed within Incident IQ.
Parts: Consumable items.
Work Order (Ticket): The primary record for tracking facility issues and service requests.
Admins: Team leads who manage the system's back-end operations.
Resolution Actions: Actions completed to resolve an issue.
Resolution Action Time vs. Labor Tracking: Resolution action time tracks time spent on each specific action; labor tracking totals the time spent on a work order.
Issue Category: A high-level category for a Work Order (e.g., Lawn Maintenance).
Issue Type: The specific type of issue within a category (e.g., playground needs mowing).
Rules: Automation used for Work Order assignments, project management, and other workflows.
Ticket Templates: Prebuilt work orders that can be scheduled or triggered by rules.