There are many ways you can view and navigate tickets in the Incident IQ Mobile App. Depending on your permissions, there are a few basic ticket views that are available to you:
Open Tickets:
You are able to see all open tickets that you have permission to view.
Closed Tickets:
You are able to see all tickets in the “closed” status that you have permission to view.
All Tickets:
You are able to see all the tickets, excluding deleted tickets, and you have permission to view them.
Custom Views:
You can create and save your own custom ticket views for quick access to ticket data you find the most relevant to your daily tasks. Please note that custom views can not be created in the iiQ Mobile App.
Recently Viewed Tickets
The top of the page will display recently viewed tickets. This menu will allow you to quickly jump back into tickets you have recently viewed from the web or mobile app.
This component:
is filtered by product. Agents and Admins will still need to navigate to the product the ticket exists in to see it.
only includes tickets viewed within the last 60 days.
is sorted by the recency of the ticket’s last view. The most recently viewed ticket will be displayed first.
will include open and closed tickets
will include tickets viewed from both the web application and mobile app
Sorting
The “Sort” pill option allows Agents and Admins to select a sort option for tickets contained in the View.
The “View” pill option allows Agents and Admins to select a view within the “Open Tickets” and “Closed Tickets” pages on Mobile, and supports the following view options:
Open Tickets: All Open Tickets, Assigned to Me, Assigned to Others, Unassigned
Closed Tickets: Closed By Me, Closed By Others, Cancelled
Sort Tickets by Priority
Agents and Admins have the ability to sort tickets by their priority from any tickets view in iiQ Mobile. The end user can sort tickets by tapping the “sort” filtering option included in the top-right of the ticketing view page and selecting one of the priority sort options.
The sorting method sorts based on the numerical priority value associated with the ticket or by the priority level if no numerical priority value is associated with the ticket. Tickets can be sorted from high to low priority or from low to high priority.
Sort Tickets by Location
Agents and Admins have the ability to sort tickets by the Ticket’s Location from any ticket view in iiQ Mobile App. The end user can sort tickets by tapping the “sort” filtering option included in the top-right of the ticketing view page and selecting one of the Location sort options. This allows Agents to quickly view any open tickets at a particular location within any ticketing view to see if any new tickets have been submitted while they were at a particular site.
The sorting method sorts based on the first letter(s) of the location associated with the ticket (not the User or Asset’s location) and can be sorted in alphabetical order or reverse alphabetical order.
This is great for your facilities team that works multiple locations to see all tickets for a particular location that need to be worked.
Preserve Scrolling Placement for Ticket Grid
Scrolling placement for tickets from a tickets grid view will now be preserved when the user selects a ticket and navigates back to the list.
This functionality is not yet supported for the Open Tickets grid view, as this feed will constantly auto-refresh to show any recently submitted tickets.
This functionality is only supported for All Tickets, Closed Tickets, Recently Accessed Tickets, Team Views, and Custom Views.
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Hannah Bailey - Director, Customer Engagement