The Incident IQ Dashboard serves as a toolkit for monitoring and completing daily tasks. The dashboard is modular; every component can be moved, resized, or removed to fit your specific workflow. You can also integrate custom ticket reports onto your dashboard for targeted data access.
Ticket Stats
Located at the top of the dashboard, this component provides four data boxes for a quick overview of ticket metrics:
Assigned to me: All open tickets assigned to you, broken down by priority category.
Assigned to others: Total open tickets assigned to other district users, broken down by priority category.
Unassigned: All currently unassigned open tickets, broken down by priority category.
Resolved by me: A summary of the tickets you resolved today and the total resolved in the past week.
To-Do List
A component designed for quick task management.
Task Management: Create and resolve tasks efficiently.
Collaboration: Assign tasks to other users; they will appear on their dashboards.
Completing Assignments: You can complete a task assigned to you by another user by assigning it to yourself and marking it as complete.
Web Notifications
When enabled, the Notifications Widget displays updates directly on your dashboard.
Monitoring: The notification icon (top-right) displays the count of unviewed notifications. Clicking this icon reveals a drop-down list of basic task information.
Notification Center: Click See All Notifications to access the full center.
Current Tab: View all tasks currently updated.
Actions: Use Mark All Read to clear notifications or Archive All to move them for later reference.
Archived Tab: Access your previously archived notifications.
Highest Priority Tickets
Displays tickets you can work on, sorted by priority (highest to lowest).
Content: Includes tickets assigned directly to you and unassigned tickets you may be eligible to resolve.
Customization: While default sorting is by priority, you can change the sort method using the options available in the top-right of each column header.
District Tickets
Provides a method to access ticket data for any location you have permission to view.
Functionality: Displays the total number of open tickets for each location on the right.
Filtering: Clicking a link navigates to a filtered view of that location’s tickets, including unassigned, self-assigned, and other-assigned tickets.
All My Subtasks
Prerequisite: Your district must have the Advanced Ticketing app installed.
Visibility: Users with assigned subtasks can view them via the My Subtasks widget.
Setup: Automatically added for "default" dashboards; must be manually added for customized dashboards.
Configuration: Widget size can be adjusted (50%, 66%, or 100%).
Data Grid: The widget displays open subtasks and related tickets across 6 columns: Ticket, Priority, Requested For, Assigned To, and Subtasks.
Interaction: Users can add subtasks to parent tickets directly from the widget.
Note: Subtasks added via this widget are automatically assigned to the user who created them.
Open Tickets by Agent
Provides quick access to open tickets assigned to current agents. The total count appears on the right; clicking a link displays a filtered view of that agent's open tickets.
Open Tickets By Team
Provides quick access to open tickets assigned to the current team. The total count appears on the right; clicking a link displays a filtered view of that team's open tickets.
Custom Views
Allows you to add saved custom views as dashboard components, providing oversight of specific data beyond the default options.
Quick Tickets & Favorite Assets
Note: Availability varies based on district settings configured by Admins.
Core Function: Contains assigned assets, favorited assets, and quick ticket options. You can submit tickets for assets and experience issues (e.g., laptops, printers) from this section.
Enhanced Quick Ticket: An optional feature that improves Quick Ticket capabilities by allowing ticket submission with detailed information in one or two clicks.
Impact: This feature preserves all necessary ticket data for routing, analytics, and custom views.