Creating and Editing Ticket Statuses
Creating
Incident IQ comes with default ticket statuses. However, these may not fit your district best or may need additional ticket statuses. iiQ comes equipped with the ability to create custom ticket statuses to better meet your district’s individual needs.
On the left sidebar, click Administration > Ticket Statuses. Here will be the complete list of your ticket statuses. At the top right corner, click New Status.
Next, you will need to enter the following:
Workflow Stage* - select from the default workflow stage list the new status is related to. You can have multiple statuses with the same workflow stage.
Please note that at least one ticket status must have the following workflow stages submitted, in progress, and resolved.
When selecting a workflow stage, a predefined status color is associated with it. The color field will be pre-populated. You can change the ticket color status to any detailed in the list below:
Status Name* - New ticket status name.
Color - Select a color from the drop-down list
When selecting a darker color for the background, the font color will be adjusted to white to maintain strong contrast, making the content easy to read.
Description - Add a description for internal notes.
Selecting Save Status will save the Status record, and it will appear on the Ticket Statuses page grid.
To the right, you can see the Info panel. This will display the user who created the ticket status and the last revisions. Clicking on View History will take you to the History page. After saving the ticket status, you will have additional options above the info panel. You can Duplicate and Delete this status.
Each ticketing product (such as Events, HRSD, IT, Facilities, etc.) can have its own unique status set.
The settings will be changed retroactively, and existing tickets will be updated in grid views.
The iiQ Mobile App does not support the custom Ticket Status colors.
The custom ticket status colors will not be reflected in email notifications.
Editing an Existing Status
Clicking on the status record on the grid will lead the user to the Edit Status page, where they can select a different workflow stage or color or change its name or description.
Change Ticket Status Within a Ticket
To begin working on any ticket, select Start Ticket. This will automatically assign you as the ticket’s agent and change the ticket status to In Progress. You can manually adjust the ticket status to the right under the Info panel. Click on the status, which will display the list of ticket statuses to select from.
Creating Rules for Ticket Status
Use the rules engine to update ticket statuses automatically. On the left sidebar, select Administration > Rules. Click on the + Create New Rule button in the top right corner. Name the rule and add any filter necessary. Next, add the action for the Set Status and select the ticket status.
Filtering by Ticket Status
You can filter tickets by ticket status on any Ticket view. Click on the filter button at the top right corner of a ticket view. Next, select the filter Status in the pop-up window. Select which ticket status you want to filter by and click Save Filter.
Bulk Action to Update Ticket Status
You can bulk update multiple ticket statuses on any ticket view. First, select one or more tickets. Next, on the ticket action bar, click Other and select Change Status. Select the ticket status you would like to change to and click Update.
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Hannah Bailey - Director, Customer Engagement