Managing Ticket Statuses
Creating a New Ticket Status
Incident IQ includes default statuses, but you can create custom statuses to meet district-specific needs.
Navigate to the left sidebar and select Administration > Ticket Statuses.
Click New Status in the top-right corner.
3. Enter the following details:
Workflow Stage*: Select a default workflow stage. You can associate multiple statuses with the same workflow stage.
Note: You must have at least one status for the following stages: Submitted, In Progress, and Resolved.
Selecting a workflow stage will pre-populate a status color. You may change this color as needed.
Status Name*: Enter the name for the new ticket status.
Color: Select a color from the drop-down list.
Pro-Tip: When selecting a darker background color, the system automatically adjusts the font to white to maintain readable contrast.
Description: Enter internal notes for the status.
4. Click Save Status to add the record to the Ticket Statuses grid.
Important Considerations for Ticket Statuses:
Each ticketing product (e.g., Events, HRSD, IT, Facilities) can maintain its own unique set of statuses.
Changes are applied retroactively and will update existing tickets in grid views.
The iiQ Mobile App does not support custom Ticket Status colors.
Custom ticket status colors are not reflected in email notifications.
Edit or Delete an Existing Status
Navigate to Administration > Ticket Statuses.
Click on the status record within the grid to open the Edit Status page.
Modify the workflow stage, color, name, or description as needed.
After saving, you can manage the status further using the options above the Info panel (e.g., Duplicate or Delete).
Use the Info panel to the right to view the creator and revision history.
Changing Ticket Status Within a Ticket
To change the status while working on an individual ticket:
Click Start Ticket to assign yourself as the agent; this automatically changes the status to In Progress.
Locate the Info panel on the right side of the screen.
Click the current status to display the list of available ticket statuses, then select the desired one.
Automating Statuses with Rules
Use the rules engine to trigger automatic status updates.
Navigate to Administration > Rules.
Click + Create New Rule in the top-right corner.
Name the rule and configure your filters.
Add an action for Set Status and select the desired ticket status.
Filtering by Ticket Status
Navigate to any Ticket view.
Click the filter button in the top-right corner.
Select Status from the pop-up window.
Choose the statuses you wish to filter by and click Save Filter.
Bulk Updating Ticket Statuses
In any Ticket view, select one or more tickets.
On the ticket action bar, click Other.
Select Change Status.
Select the target ticket status, then click Update.