How do I associate knowledge base articles to models, device categories, or issues?

Knowledge base articles can be automatically recommended to users who submit a ticket, allowing for self-solving of incidents. To control when a knowledge base article is triggered, navigate to the article you wish to edit, and select Edit Article on the right. Scroll down to the Applies To section and select what models, device categories or issues this article …

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Managing Issues

Guide Overview The following article is designed to give administrators and agents with the correct permissions a detailed overview on how to manage: Models and issues, as well as visibility to users based on role The provisioning, network/wifi, and other issues and issue categories Available ticket categories in the Ticket wizard Guide Index You can use …

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Working Tickets

Guide Overview Working tickets is the main task of Agents using Incident IQ. This guide is designed to give Agents and Administrators an overview of the following topics: A general overview of the process of working a ticket from start to finish. Verifying and changing asset details on tickets. An overview of comments and the …

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Issuing Spare Devices in Tickets

Please Note: The left navigation may appear different than what you see on your site. We have upgraded our user experience, but all functionality and steps from this video are the same. When working a ticket, the Spare Pool widget will appear under the asset widget on the right-hand side, depending if the asset matches …

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