Guide Overview
The following guide is designed to provide Agents and Administrators a detailed overview of the following user related topics in Incident IQ:
Guide Index
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.
General User Information
Roles lets you manage how users interact with Incident IQ on a day to day basis. Each user type comes with different levels of system access that can affect what they can do, the information they can access, as well as features they can use. By default, all users are broken down into the following three categories:
Requestor
These are a basic level user that is responsible for generating request tickets and are also the most common type of user in Incident IQ. This can include individuals such as Students, Parent/Guardians, Faculty, Staff, and Guests. The requestor dashboard for these sub-categories is the same, however specifying user roles will assist in keeping your user database organized. By default, these users have the ability to:
- Access Incident IQ through the Requestor level page layout
- Submit tickets
- Limited management of their own assets
- Limited management of their profile
Agents
These are intermediate level users that are primarily responsible for working tickets submitted by or on behalf of Requestors. By default, these users have the ability to:
- Access Incident IQ through the Agent/Admin level page layout
- Submit and work tickets
- Manage and assign/unassign assets
- View users
- View locations
- View and add articles to the knowledge base
Administrators
These are advanced level users and have the highest set of permissions. By default, these users have the ability to:
- Access Incident IQ through the Agent/Admin level page layout
- Submit, work, and manage tickets
- Manage and unassign assets
- Manage Locations
- Manage Users
- Manage the Knowledgebase
- Manage Permissions
- Manage Rules and SLAs
- Manage site aliasing
- View the Analytics Explorer
- Install and manage most apps
Users Explorer
The Users Explorer page provides you with a single location to search for and view all users across the entire district. You can access this page by selecting Users > Users Explorer on the left navigation menu.
You will now find yourself on the Users Explorer main page. From here, you can view all of your district’s users, or quickly access filtered views based on role, location, and grade. Alternatively, if you want to search for a specific user, you can search by their username, email, or school ID number by using the search bar near the top of the page.
Users in Global Search
You can search for any user that are not assigned a “No Access” role in the system by using the Search button located at the top of any page.
This will open up the Global Search window. From here, you can narrow down any search you make to users only by selecting the Users tab. You can also select from any of your most recent searches using the suggestions in the bottom left corner of the window.
Any users that match your search criteria will be listed alongside their basic user information. This includes their email, ID number, location, and role. Additionally, you can select from the Quick Filters options to open a filtered user view based on your selection.
Applying Filters to User Views
Aside from using the default user views, you can further refine what users you want to view by setting one or multiple filters. Filters allow you to perform advanced searches by role, location, grade, and other parameters.
To begin using a filter simply select the Filter button in the top right of any users view page. In the pop up, you can use the left and right columns to quickly select what filter category you would like to search by.
Next, you’ll be asked to select the specific data you’d like to display from the chosen filter category. Alternatively, you can select the Exclude checkbox to search for all users that do not match your selected criteria.
After hitting Save Selection, you’ll see your filter displayed above the list of users in your view. You can use the Add Filter button to apply multiple filters to your view, allowing you to be as broad or as specific as needed.
Tip: If you find yourself using the same search filters often, consider saving them as a new custom view by using the Save as New View option. For more information on Custom Views and their uses in Incident IQ feel free to check out our Creating Custom Views article for more details.
Managing User Accounts
The following section is designed to go over general user account management issues. This includes creating, editing, and deleting accounts, resetting user passwords, and exporting user data for reporting. If your district’s Incident IQ syncs with a third party for user data please refer to the links below for additional information on user accounts:
Adding New Users
Administrators and agents with the correct permissions can manually add users in Incident IQ first. To do so begin by selecting the New User button on the top of the Users Explorer page.
This will open up a blank user Profile page. From here, you’ll need to input the new user’s profile information, select a role, assign them to a location, and enter a password. Once you have completed editing the User’s settings select Save Changes.
Tip: Although you must add a password when creating an Incident IQ account manually, users with these types of accounts will always have the ability to change their passwords when logging in.
Editing Users
Administrators and Agents with the correct permissions have the ability to edit most users in Incident IQ. To do so, click Edit User on the user’s profile page. This will open up the user’s account profile information for editing.
When an integration app installed, such as with an SSO or SIS, the source of users data will be located outside of Incident IQ. While you can make changes to user data when an integration exists, it is highly recommended to make most changes to user data within the source system itself.
You can easily identify if a user’s data is coming from an outside source by checking the top right of the user profile section. Users authenticated by anything other than “Local Provider” is pulling data from outside Incident IQ.
If you decide to edit user information in Incident IQ instead of the source system, any changes made will need to either partially or fully suppress data syncs. Clicking on the lock on the right of each line will ensure data syncs will not change that line of data.
Deleting Users
Any user account that was manually created in Incident IQ can be deleted. This applies to any account authenticated by Local Provider as noted in the top right of the user profile section.
To delete this type of user, simply select Actions > Delete User on their profile page.
Important Note: You cannot delete user accounts created during syncs with an outside system, such as an AD, SSO, or SIS. However, these accounts can be moved to a “No Access” role. This prevents unauthorized access as well as hides the account from most searched in Incident IQ.
Resetting User Passwords
You can change a locally created user’s password directly from their user profile page by clicking on the Change button next to the password field.
Also, you can send out instructions on how to reset a password to the user by selecting Actions > Reset Password. This will send out an email to the user’s stored email account with steps on how to reset their account password.
If your district has an integration with your local AD, an SSO, or an SIS you will need to reset the password directly through that system instead. Please note that password resets in outside systems will not take effect in Incident IQ until a system sync has been run.
Important Note: District’s with the Password Assistant App installed can set up methods for agents and administrators to reset user’s passwords through Incident IQ itself when integrating with outside sources of user data. If your district uses this app, please refer to the following section for instructions on resetting a user’s password.
Bulk User Options
When selecting one or more users on any user view you will see a new set of options appear near the top of the page. These are the bulk user options and are designed to quickly allow you to add a new permission policy, change a location, or set a new role for users.
These are the bulk user options and are designed to quickly allow you to add a new permission policy, change a location, or set a new role for users.
Additionally, if your user data is managed in an outside system you can ensure these users locations or roles do not revert to their previous settings during a sync by checking Is Locked.
Exporting User Data
To export user data to an Excel file, begin by selecting More > Export from any users view.
This will open the Exporter window. From here, you can name your export as well as select the data you would like to see by selecting your filters and column data to display. Please note any filter settings your view is currently using will automatically appear in the Exporter window.
For larger reports, you may have to wait for the export to finish processing. In these cases, you will be provided with a download in your user notifications when the report is ready. Additionally, you will also receive an email with a direct link to the export file as well.
App Profile Widgets
Some installed apps provide additional details for users directly on their user’s page through profile widgets. These are designed to enhance the agent and administrator experience by quickly delivering additional information and functionality not available in the Incident IQ otherwise. The following sections are will go over the app widgets currently available system integrations.
Infinite Campus Profile Widget
Administrators and select agents in districts with an Infinite Campus integration can access additional user data directly from a profile page from the Infinite Campus Widget. This tool allows you to immediately view their IC Id, Identifier, Role, Status, Grade, Location, and Homeroom information.
Tip: If imported, homeroom and grade-level data are also available as filters for user views. For more information on applying filters to user views check out the Filtering the Users View section of this document.
They can also access the courses a user is enrolled in as well as the Incident IQ and Infinite Campus sync history of the user.
Additionally, should you need to make any changes to a user’s account, you can access the following features using the Options button:
- Sync User: This option allows you to sync this individual user’s data without the need for a full sync between Incident IQ and Infinite Campus.
- Remove link to SIS User: This option allows you to unassociate the Infinite Campus account that is tied to this Incident IQ account.
- Change SIS User: This option allows you to change the Infinite Campus account that is tied to this Incident IQ account.
Password Assistant Profile Widget
The Policy Reset History widget, a feature of the Password Assistant App, allows you to quickly initiate and review the status of any password resets directly on a user’s profile page. Please note that when installed, this widget replaces the normal password reset method entirely.
This will open up a new window with the password reset methods available to you. Please note, these will vary according to district settings and you may see fewer options that shown below.
Any password resets for a user’s account will be noted in the reset timeline. This includes the individual that initiated the reset as well as the date it was performed.
Policy Manager Profile Widget
The Policy Acceptances widget, a feature of the Policy Agreements App, allows you to quickly review the status of any policy a user may fall under directly from their profile page.
Additionally, using the actions button, you can also:
- Manually set a policy as declined, regardless of acceptance status
- View the policy in its entirety, including user acceptance details
- Clear the acceptance status of the policy entirely for the user in question
Skyward Profile Widget
Administrators and select agents in districts with a Skyward integration can access additional user data directly from a profile page from the Skyward Widget. This tool allows you to immediately view their IC Id, Identifier, Role, Status, Grade, Location, and Homeroom information.
Tip: If imported, homeroom and grade-level data are also available as filters for user views. For more information on applying filters to user views check out the Filtering the Users View section of this document.
They can also access the courses a user is enrolled in as well as the Incident IQ and Skyward sync history of the user.
Additionally, should you need to make any changes to a user’s account, you can access the following features using the Options button:
- Sync User: This option allows you to sync this individual user’s data without the need for a full sync between Incident IQ and Skyward.
- Remove link to SIS User: This option allows you to unassociate the Skyward account that is tied to this Incident IQ account.
- Change SIS User: This option allows you to change the Skyward account that is tied to this Incident IQ account.
