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

Accessing Issue Tab

The Issues tab under administration section gives you the ability to manage what models, issues, and ticket categories are available to district users. Administrators and agents with the correct permission(s) can access this feature by selecting the left hand navigation, Administration tab and then Issue tab.

The Issues Tab

The Issues tab allows you to manage your models, issues, issue categories, as well allow the creation of custom models. The following subsections will provide details on:

  • How to activate and deactivate models and issues
  • Creating and deleting custom models
  • Limiting visibility for models and models categories based on a user’s role

Managing Models & Issues

On the left hand side of each model you activate and deactivate that model by checking/unchecking the box. Checking the box will activate the model for ticket and asset creation. Unchecking the box will disable the model ticket and asset creation.

When activating a model, all issues available for that model category will automatically activate. To manage these issues click the Issues button on the right-hand side of the model.

An issue pop-up window will appear. Here you can select what issues you want active or deactivate. Click the Save button to make the changes. 

Creating New Custom Model Category

You can create custom model categories that are owned and managed outside of the default list of categories. To create a custom model category, please navigate to the Administration section then to Issues Tab. Here, under the models tab, click on the New Category button near the top right-hand corner of the screen.

This will open the New Category window. Next, enter in the following required fields. Next you have the ability to control the visibility of that Category. Click save. 

Creating New Models

You can create custom models that are owned and managed outside of the default list of software and devices. To create a custom model, please navigate to the Administration section then to Issues Tab. Here, under the models tab, click on New Model near the top right-hand corner of the screen.

This will open up the model creation pop-up window. Next, enter in all the required fields: manufacturer, name, asset type and category. You have an option to upload an image. Also you can control the visibility of this model. 

Please note: If you need to add a manufacturer into the system, please see the following article Manufacturers.

Next you have the ability to control if that model appears as an option during ticket submission. Click save. When a model is created, it automatically has all available global issues for that model category activated. You can unselect these issues as you do with normal models by selecting Issues on the right-hand side of the model in question.

From here simply select the issues you’d like to deactivate and hit save to complete the process.

Creating Custom Models Issues

You can create custom model issues and add them to any model or model category. To add the custom issue to a single model click on the Issues button to the right of the model. To add a custom model issue to a group of models, click the Issue button to the right of the model category.

A pop-up window will appear, scroll to the bottom to the section called Add New Issue. Here select the issue category and issue type from a default list for that model type. 

Sometimes the existing categories and issues may not suit your district’s needs. In such cases, you can also add custom issues and issues categories that do not already exist in the system by using the Add New Category and Add New Issue Type buttons.

Clicking on either option will open a new pop-up window. Here, you’ll be able to manually enter the name of the new issue category or type. Click the Add button. Once you have both your category and issue setup, a Save button will appear. Click on it to complete adding your new issue into the system

Deleting Locally Created Models

You can delete any custom models that have been created. Click on the “Delete” button to the right of the model. 

Please Note: Deleting models is only available for custom created models. You can not delete default models. 

Next a pop-up window will appear asking “Are you sure you want to remove this model?” By clicking yes, this action cannot be undone. A pop-up window will appear asking whether you are sure that you wish to delete the selected model. Once you click Yes this action cannot be undone.

Limiting User Visibility for Models & Categories

Certain groups of users may not need to interact with certain models or model categories. 

For example, students may only interact with one or two chromebook models. You have access to limit their visibility to only show the current Chromebook models they interact with. Instead of giving them access to enter tickets for all chromebook models. 

To control users’ visibility for a model click on the Visibility button on the right of the model. 

A pop-up window will appear. Here, you can select what roles you would like to have visibility to that model. Click Save

You have the ability to edit the visibility for an entire model category

For example, if teachers would not submit tickets for servers, you would not make the model category “servers” visible for teachers. 

To the right of the model category, click the Visibility button. Here you can limit the visibility based on the user’s role for that model category.

A pop-up window will appear. At the top please see the message “ You are now changing what roles can generate tickets for the category Chromebooks. If you want to bulk update role visibility for nested active models instead, click here.

After clicking the Click Here link, you can select what roles you would like to have visibility on the category. A list of models will appear below the role options showing exactly which models will be affected by this change. When finished, click Save.

Provisioning, Network/Wi-Fi, and Other Requests Tabs

The Provisioning, Network/Wi-Fi, and Other Request tabs allow for districts to capture all other requests not related to other assets. This section will go over managing these types of issue categories which includes:

  • Activating and deactivating issue categories
  • Creating and deleting custom issue categories
  • Managing issues for each issue category

Managing Issues and Issue Categories

Incident IQ comes with a number of default categories and issues for Provisioning, Network/Wi-Fi, and Other Requests sections. 

These may not fit your particular district’s needs. You can control what issues are active or inactive in your system by checking or unchecking the box to the left of each issue. 

  • Checked box indicates active. 
  • Unchecked box indicated inactive.

To deactivate the entire issue category, uncheck all the issues under that issue category. Users will no longer see this option available for ticket submission. 

Also, you can add issues to any issue categories. Locate the search bar below each issue category section. Search for the desired issue from a defaulted list.

Creating Custom Issues

You can create and add new issues that do not currently exist in Incident IQ to your issue categories. Locate the search bar under each issue category section. Click the down arrow to the right of the Add button and select New Issue Type.

In the pop-up window, enter the name of your new issue and select Save. The new issue will appear in the list of issues underneath the selected issue category.

Creating Custom Issue Categories

To create a new issue category under Provisioning, Network/Wi-Fi, and Other Requests, begin by going to the end of the issue category lists. Here is the section called Create New Issue Category. Enter in the name of the new issue category and click the Add Category button to the right. 

Next, you will need to search for the issues you want to make available for this issue category. Search and add any global issues using the drop-down menu and clicking on the Add button.

Your selected issue will now appear as an activate option. Additionally, you can search and add as many issues as needed under any given issue category.

Editing/Deleting Locally Created Issues

You can easily edit or delete any locally created issue by selecting the Edit button located on the right side of the issue. A pop-up window will appear where you can edit the issue name or delete the issue.

Editing/Deleting Locally Created Issue Categories

You can easily edit or delete any custom created issue category by first hovering over the category title. The text will change to blue and a pencil icon will appear to the right. Click on the issue category title to continue. A pop-up window will appear, you can edit the issue category name or delete it. 

Please note: once a category is deleted this change cannot be undone.

The Ticket Wizards Tab

You can manage what ticket categories that are used on your site under the Ticket Type tab of the Issues page. Selecting or unselecting any checkbox will activate and deactivate these categories district-wide.

Alternatively, you could simply limit a category’s visibility based on a user’s role using the Visibility buttons on the right side of the page.

In the pop-up window, unchecking any box ensures that all users with that role will no longer see that category as an option to select during ticket submission.

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