Guide Overview The following guide is designed to give users of the mobile app a general overview of the following topics: Using the mobile ticket wizard Submitting tickets for other locations and/or users through the mobile app Guide Index You can use the following links below to quickly navigate to a specific section in this …
Guide Overview The following guide is designed to give users of the mobile app a general overview of the following topics: A general overview of the process of working a ticket from start to finish Adding ticket comments Viewing the ticket timeline Accessing knowledge base articles Using additional ticket options Guide Index You can use …
Guide Overview The following guide is designed to give users of the mobile app a general overview of the following topics: Using the mobile ticket wizard Submitting tickets for other locations and/or users through the mobile app Guide Index You can use the following links below to quickly navigate to a specific section in this …
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When using webhooks in routing rules you can utilize the following variables to get or post information to a specific url: The full list of variables you can use in the body of these webhooks for tickets is as follows: SiteId SiteName ProductId TicketId IsDeleted TicketNumber TicketCreatedDate TicketModifiedDate TicketStartedDate TicketClosedDate TicketDueDate TicketSubject TicketPriority IsClosed IsTraining …
What variables / replacements does Incident IQ support for tickets? Read More »
You can set up additional methods to track more than the response and resolution times on tickets. For instance, maybe you would like to track the amount of time that an SLA was in the Waiting on Vendor status. In this example, you would begin by clicking on Custom Metric in the top right corner of the SLA …
Can more than the response and resolution times be tracked on tickets with an SLA? Read More »
You can filter out unwanted statuses from resolution time calculations by adding additional filters to the Resolution Time metric. Clicking on Resolution time will open the editing window for this metric. From here, click on the Add Filter option on the right of the Timer is running when section. For this type of set up, you will want to select the Status filter type. From …
Can certain ticket statuses be excluded from resolution time calculations? Read More »
Tickets with an Asset The current asset attached to a ticket is visible on the right side of a ticket’s details page. You can change an asset on a ticket by using the Options drop-down menu. From here you can Change Device to change the asset to a different hardware device. Or you change to a different asset type …
How do I confirm or change an asset while working a ticket? Read More »
To adjust display of tickets, click on the drop-down arrow next to your profile name and select “Options”. Next select the “Settings” tab and under the “Tickets” section you can adjust the following: Default Page Size Include Unassigned Tickets Show Ticket Description Show Ticket Tooptips
It is possible to change the issue of an existing ticket. While on the ticket screen simply select More > Change Issue and then choose your new issue.
