Working Tickets in iiQ Mobile

The following subsections are designed to give agents and administrators a general overview of what goes into working a standard ticket in Incident IQ Mobile. This process is broken down into critical elements: starting a ticket, confirming a ticket’s issue, adding resolution actions, adding ticket comments, and finally resolving the ticket.

To begin working on any ticket, navigate to the Progress section near the top of the ticket page.

Select the Start Ticket button near the page’s top in the progress section.

Once you’ve started, the Ticket Progress section will appear. This is where your work documentation will be entered. Additionally, the system automatically assigns you as the ticket’s agent and changes the ticket status to In Progress.

​

The next step in working a ticket involves either confirming the stated issue or, after investigating, changing the issue to the correct one. Begin by tapping on Confirm Issue.

This will open a menu at the bottom of the ticket screen. If the issue with the asset matches the reported problem, select Issue is Correct. Alternatively, if the problem with the asset differs from the problem on the ticket, you can change this by tapping on Change Issue.

Tip: If you run into a situation where you cannot confirm the stated issue and cannot find a problem at all, try making an in-ticket comment requesting more information from the Requestor. Alternatively, you can mark the ticket as resolved with no issue found.

Resolution actions give you the ability to document every action you’ve performed while working on a ticket, as well as the time spent on each activity individually. To add a new resolution action, click Add Action and select the correct resolution action.

You’ll now be presented with a list of suggested actions. You can choose to add one of these or use the search bar to pull up a complete list of resolution actions to select from.

Once you select the action to add, you’ll be required to apply the time taken to complete the task. You’ll also have the option of selecting whether the original requestor can view the action taken and entering additional commentary. Once complete, select Save.

Sometimes you’ll need to attach commentary or request further information from requestors on tickets. To do so, begin by clicking on the Add Comment button in the Ticket Progress section.

From here, you can add a comment, attach a corresponding image file or take a picture if necessary. You can also make a comment visible to the Requestor by selecting Comment visible to requestor before posting. Additionally, when making a ticket visible to the requestor, you can also select Change status to waiting on requestor to update the ticket status automatically when adding your comment.

In iiQ mobile, you can edit and delete comments. Clicking the pencil icon opens the Edit Comment page, which allows users to edit comments, attach files, and choose whether comments should be visible to requestors.

You can edit custom ticket fields on your mobile device in the info tab within a ticket. After editing a custom field, click "Save" in the top right corner before leaving the screen.

For custom fields that cannot be edited on mobile, users are given a red notice that they will have to log on to iiQ web to make any changes.

You can view the list of supported custom fields in iiQ mobile here:

When enabled by your district, the parts feature in Incident IQ allows you to quickly document the quantity and price of parts used while working a ticket. You can add a part to any ticket click on the Part button.

Next, you can select which part to apply to this ticket.

Then, select the location. If the part is in stock at the exact location of the ticket, it will automatically be applied. If the part is out of stock at the ticket’s location, you can select the part from another location. (Only if you have correct permissions to work tickets at those other locations.) Next, enter the quantity of the part and add notes if needed. Select Save in the top right corner.

The Part Summary table will be added to the ticket and the Timeline section. Repeat the same steps for additional parts to appear in the Parts Summary table. All part costs are automatically calculated together and displayed under the summary table.

​

Agents have the ability to apply an ad hoc part to a ticket in iiQ Mobile App if their district has this feature enabled for their site. This functionality can be accessed by tapping the Parts button from a ticket and tapping the button to add a new ad hoc part.

After selecting this option, they will be prompted to enter the required fields to add an ad hoc part to a ticket - Part Name, Cost, and Quantity. Associating a Purchase Order, Notes, or Photo Attachments for ad hoc parts is optional.

Once you have completed working on a ticket, you can resolve it by holding the resolve button. When holding the resolve button a loading component will display indicating how long user should hold to resolve the ticket.

Users can let go at any point in time, and it will reset the first time they hold it down. It will vibrate when they first hold the resolve button, then vibrate a second time to let them know that they've held it on long enough.

Please note that you must confirm a ticket issue and add a resolution action to resolve a ticket in iiQ Mobile.

In the iiQ mobile app, users have the ability to view, mark subtasks as complete, and delete them from tickets. These actions are synchronized with the web app, ensuring that changes made in the mobile app reflect on the web platform as well. To the right of each subtask, you will see an icon with the initials of the user it is assigned too.

The Subtask tab appears on all tickets, even if the ticket does not have a subtask.

On the Subtask tab, you can add a Subtask by selecting Subtask and then giving it a name.

To edit a Subtask, click the More dropdown next to it, select a Subtask, and change its name.

To convert a Subtask into a Subticket, click the More dropdown next to the Subtask and select Assign Ticket #.

To complete a subtask, select the radio button next to the task. To undo it, simply click the radio button again. The progress bar will display the number of completed subtasks.

To delete a subtask, start by clicking on the more option next to the subtask. Then, choose the 'Delete Task' option. A confirmation window will appear, asking you to confirm your selection. Click on 'Yes' to permanently delete the subtask.

In the iiQ mobile app, users can view, mark subtickets as complete, and delete them from tickets. These actions are synchronized with the web app, ensuring that changes made in the mobile app reflect on the web platform as well.

To complete a subticket, select the radio button next to the ticket. To undo it, simply click the radio button again. The progress bar will display the number of completed subtickets.

To the right of each subticket, you will see an icon with the user's initials it is assigned to.

To delete a subticket, start by clicking on the more option next to the subticket. Then, choose the 'Delete Ticket' option. A confirmation window will appear, asking you to confirm your selection. Click on 'Yes' to permanently delete the subticket.

When you attempt to close a subticket from a parent ticket using the Mobile platform, you may encounter a situation where the subticket cannot be resolved or marked as complete. This could be due to unresolved action items, pending approval, or any other issues preventing the ticket from being resolved. In such cases, a warning message will appear to inform you that "Your request could not be completed because the following steps still need to be performed: [Issue preventing resolution]."

You can view any changes made to a ticket by selecting Timeline at the top of a ticket screen. This includes changes to assigned agents and teams, issues, actions taken, and the date and time each change was made.

​

Sometimes an issue is common enough that school districts create knowledge base articles to assist requestors, agents, and administrators in resolving the issue. You can view any knowledge base solution available for your ticket by selecting KB near the top of the ticket.

Sometimes you may need to take additional actions on a ticket. This could be because you need to assign it to another agent or add a team. Perhaps you need to change the ticket’s sensitivity or urgency. You can accomplish these through the additional ticket options menu. Select the Gear icon near the top of the ticket screen to access this feature.

This will open a menu at the bottom of the screen with additional ticket options that are available to you. Please note that these options may vary and are dependent upon your individual user permissions set forth by your school system.

​

---

Hannah Bailey - Director, Customer Engagement