This overview is intended for administrators and agents with the necessary permissions who manage resolution actions for open tickets.
Definition: Resolution actions are the steps administrators or agents take to resolve tickets. These actions are associated with issues specific to each model and appear in the ticket to make solving the ticket fast and straightforward.
Administrators or agents working on a ticket can still access all actions by searching in the search bar when adding a resolution action.
Editing Actions for Individual Model Issues
To access the resolution actions, click the Administration tab on the left navigation bar, then click the Issues tab.
Select the Model and click the Issues button to the model’s right. A pop-up window will appear with all issue types.
To the right of each issue, click the Resolution Actions button, where you will edit which actions will be associated with that issue type.
Use the checkbox to the left of each action to determine if this action will be associated with that issue type.
Click the Save button.
Editing an individual model category issue action will automatically update the resolution action for the entire model issue.
Editing Actions for Entire Model Category Issues
If you do not want to edit the resolution actions for each model issue, you can edit them for an entire model category issue.
Click on the Issues button to the right of the model category. A pop-up window will appear with all issue types.
Steps 2-4 are the same as when editing actions for individual model issues.
To the right of each issue, click the Resolution Actions button. Here, you will edit which actions will be associated with that issue type.
Use the checkbox to the left of each action to determine if this action will be associated with that issue type.
Click the Save button.
Editing an entire model category issue action will automatically update the resolution action for the individual model issue.
Creating Custom Resolution Actions
To create a resolution action not currently in Incident IQ:
Click on the Issues button to the right of the model category. A pop-up window will appear with all issue types.
Click on Create New Action at the top right.
Enter the resolution action you want to add.
Click the Save button.
Adding Resolution Actions via Rules Engine
Option: When creating or editing a ticket rule, ‘Add resolution action' is available in the dropdown menu.
Functionality: When the rule is executed, the resolution actions defined in the rule are added to the ticket. Searching for the resolution action will search through all available actions.
The resolution actions will be available for all ticket rule triggers and are module-specific.
iiQ Resolution Actions
Screenshots show a list of the Resolution Actions provided by Incident IQ.
This list is ever-changing as we create new resolution actions.
