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 ticket timeline.
- Managing ticket followers.
- Using additional ticket options.
Not what you were looking for? Perhaps one of these other guides will help:
- Batch Ticket Operations – A guide designed to give users an overview of using bulk ticket operations when working, duplicating, and assigning tickets to work packages.
- Creating Custom Views – A guide that provides detailed step by step information on creating, editing, and deleting custom views for both your tickets and assets.
- Navigating Tickets – A help guide that provides details on how to use ticket view filters as well as general ticket information.
- Snippets and Shortcut – A help guide that provides details on how to use Snippets and Shortcuts. These features allow you to save often repeated comments and ticket actions in your own personal library.
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.
Essentials of working a ticket
The following section of this guide is designed to take you step-by-step through the essentials of working a ticket. This will include how to confirm or change a ticket’s issue, how to add/edit resolution actions and comments, how to resolve a completed ticket, as well as tips on what to do in certain situations.
Starting a ticket
To begin working any ticket simply select the Start button located near the top of the ticket page.
Once you start a ticket the Ticket Progress section will appear. This is where your work documentation will be entered. Additionally, the system will automatically assign you as the ticket’s agent and change the ticket status to In Progress.
Confirming/Changing a Ticket's Issue
The next step in working a ticket involves either confirming the stated issue or, after investigating, changing the issue to the correct one. If the issue with the asset matches the reported problem, select Issue is Correct.
If the problem with the asset differs from the problem on the ticket, you can document this by using the Change Issue button. This will bring up a pop-up window that will ask you to identify the category that the problem falls under as well as the new issue
Tip: If you run into a situation where you cannot confirm the stated issue and cannot find a problem at all, try making an in ticket comment requesting more information from the Requestor. Alternatively, you can also mark the ticket as resolved with no issue found.
Resolution Actions
The next step in working a ticket involves either confirming the stated issue or, after investigating, changing the issue to the correct one. If the issue with the asset matches the reported problem, select Issue is Correct.
If the problem with the asset differs from the problem on the ticket, you can document this by using the Change Issue button. This will bring up a pop-up window that will ask you to identify the category that the problem falls under as well as the new issue
Important Note: Unless you cannot verify a problem exists, you will need to add at least one resolution action during the course of working a ticket to properly resolve it.as resolved with no issue found.
Adding Resolution Actions
To add a new resolution action, simply click Add Actions and select the correct resolution action. A list of suggested actions will now appear. You can choose to add one of these or use the search bar to pull up a complete list of resolution actions to select from.
Once you select the action to add you can apply the time taken to complete the resolution action as well as add any optional notes for additional context or provide commentary before Saving.
Editing Resolution Actions
To edit a resolution action that you previously posted, simply click on the action link. This will allow you to make change the selected action and/or time spent on this task.
Ticket Comments and Timeline
Incident IQ includes the ability to leave ticket comments. These are internal by default, visible only to other agents and administrators. These comments serve two primary purposes, both as a method of communication between the Requestor and the agent, as well as a means of leaving additional information on the ticket for reference purposes.
Adding Comments
Adding comments is available through the Ticket Progress section. To do so, begin by clicking on the Comment button.
From here you can add a comment, as well as attach a corresponding image file by dragging and dropping it into the comment field if necessary. You can make the comment visible to the Requestor by selecting Visible to Requestor before posting. Additionally, when making a ticket visible to the requestor you can also check Change to “Waiting on requestor” to automatically update the ticket status when adding your comment.
Editing/Deleting Comments
You can edit or delete any comment you’ve made on a ticket by clicking on the Gear icon and choosing either Edit or Delete.
Ticket Timeline
The ticket timeline is displayed beneath the ticket progress area and displays the actions, comments, and changes that have taken place on a ticket. You can use the options in the upper right to filter the types of information by either Comments, Actions, or Ticket Changes.
Resolving a ticket
Once you have completed working a ticket, you can resolve it by clicking on the Resolve button.
In a small number of cases, you may find yourself working a ticket that requires a different method of resolution. Using the arrow selection on the right of the Resolve Ticket button, you can choose another three types of ticket resolutions:
- Resolve Ticket – No Issue Found: This should be used when you are unable to find any issue with the asset related to the ticket after investigation.
- Resolve Ticket – No Response from Requestor: This should be used where your requests for more information from the Requestor are left unanswered and you are unable to resolve the ticket otherwise.
- Resolve Ticket – Duplicate Ticket: This should be used when multiple tickets are submitted for the same issue (instead of working all the tickets you can resolve all but one and just work the last unresolved ticket). Attaching the original ticket number in the confirmation window will alert the user and allow them to track the issue submission under the original ticket.
Important Note: Administrators can disable the ability for users or groups of users to resolve tickets. If you are unable to resolve tickets and do not see the Resolve button, this may be a permissions setting. If you feel this is in error please contact your local iiQ Administrator
Confirming Asset Details
At times you will receive tickets that have only the device model, or even the wrong model of device attached to the ticket. In these cases, 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 (Software/Online Systems, Other Request, User Account, Network/Wifi).
If an asset is missing important information, like an asset tag, that asset will need to be verified before the ticket can be completed. (Note: this action only needs to be done once per device)
Tickets that do not have an asset attached will have the option to Link Asset or Link Online System. Also in the top right corner you can select Change Type to a different asset type.
Exchanging an Asset on a Ticket
While in tickets, you can quickly swap checked-out hardware that has been lost, stolen, or damaged beyond repair by using the Exchange Asset feature. This is intended to provide a quick method of assigning out new devices to users without having to navigate out of a help ticket.
To exchange an asset, begin by selecting Option > Exchange Asset.
At this point, a pop-up window will appear. From here you can set the current status of the previously assigned device, as well as look up the replacement device by either its asset tag or serial number.
Once you’ve exchanged the asset, three things will occur. The new asset will automatically assign to the previous asset’s owner, an exchange action will be noted, and a comment will appear in the timeline.
Ticket Followers
To view the followers on any given ticket, simply select the Followers tab, next to the Timeline tab, to display the current users that are notified of progress or changes to a ticket.
You can also add a new ticket follower from here by clicking on the drop-down menu in underneath current followers list and begin searching for the new user. Once a user has been selected, click on the plus icon to add them as a follower on the ticket.
Changing Ticket Requestor Information
It’s possible to change who submitted the ticket as well as who the ticket was submitted on behalf of in the ticket itself. To do so, select Change on the top right of the Submitted By section.
A pop-up window will appear where you can select the user this ticket was submitted by. You can also change the user the ticket was submitted on behalf of by unchecking the checkbox beneath who the ticket was submitted by.
A drop-down menu will appear, allowing you to search for and select the user this ticket should be submitted on behalf of.
Additional Ticket Options
The following section is designed to give you an overview of more advanced ticket options that you may need to use while working a ticket from time to time. Please note that not all options may be available to you due to your permissions settings.
Changing the Ticket Status
You can assign a new status to a ticket by clicking on the current ticket status. Once selected, a pop-up window will appear allowing you to choose from a list of currently available statuses in Incident IQ. If not already started, the ticket will automatically assign you as the current agent working the ticket.
Note: Some statuses may require you to confirm specific pieces of information on a ticket before you can select them.
Changing the Ticket Location
You can change the location on a ticket without having to start the ticket by clicking on More > Change Location. Once selected, a pop-up window will appear allowing you to select a new location, as well as enter in any additional location details as needed.
Changing Ticket Issue
You can change the issue on a ticket without having to start the ticket by clicking on More > Change Issue. Once selected, a pop-up window will appear asking you to select the ticket’s new category and corresponding issue.
Changing Ticket Priority
You can change the subject on a ticket without having to start the ticket by clicking on More > Change Priority. Once selected, a pop-up window will appear allowing you to manually enter a new priority level for the ticket.
Important Note: This option is available to iiQ Administrators by default and Agents who have the Change Ticket Priority permission enabled. If you are not able to use this feature and feel this is in error, please contact your district iiQ Administrator.
Changing the Ticket Subject
You can change the subject on a ticket without having to start the ticket by clicking on More > Change Subject. Once selected, a pop-up window will appear allowing you to manually enter in a new ticket subject.
Changing/Assigning an Agent to a Ticket
You can assign a ticket to an agent by clicking on More > Assign to Agent. Once selected, a pop-up window will appear allowing to search for and select the new ticket agent. Additionally, you can unassign a ticket simply by selecting More > Unassign from Agent option.
Important Note: This option is available to iiQ Administrators by default and Agents who have the Change Agent permission enabled. If you are not able to use this feature and feel this is in error, please contact your district iiQ Administrator.
Assigning/Unassigning a Team on a Ticket
You can assign and unassign a team to a ticket without having to start the ticket by clicking on More > Assign to Team. Once selected, a pop-up window will appear allowing you to manually enter in a new subject for the ticket.
Important Note: This option is available to iiQ Administrators by default and Agents who have the Manage Teams permission enabled. If you are not able to use this feature and feel this is in error, please contact your district iiQ Administrator.
Marking a Ticket as Urgent/Not Urgent
You can change the urgency of a ticket without having to start the ticket by selecting More > Mark Urgent/Mark Not Urgent on any ticket.
Marking a Ticket as Sensitive/Not Sensitive
You can change the sensitivity of a ticket without having to start the ticket by selecting More > Mark Sensitive/Mark Not Sensitive.
Copying a Ticket
You can copy any ticket by selecting More > Copy Ticket on any ticket. Once selected you will see a success message appear in the bottom right of the page. The page will then redirect to the new ticket’s page.
Deleting a Ticket
You can delete any ticket by selecting More > Delete Ticket on any ticket. A pop-up window will appear asking you to confirm the ticket deletion.
Important Note: This option is available to iiQ Administrators by default and Agents who have the Delete Ticket permission enabled. If you are not able to use this feature and feel this is in error, please contact your district iiQ Administrator.
Working a Password Reset Ticket
In districts with the Password Assistant app installed, agents with the correct permission set can reset a user’s password directly in password reset request tickets. When working these types of tickets, a Password Reset widget will appear on the left side of the screen. Clicking on Reset Password will initiate the reset process without the need to leave the ticket itself.
