Navigating Tickets

Guide Overview

The following help guide covers general ticket information, using ticket view filters, and how to access custom ticket views in Incident IQ.

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 on 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.

 

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.

  1. Introduction to Ticket Views
  2. Tickets in the Global Search
  3. Filtering Ticket Views
  4. Ticket View Analytics
  5. Exporting Ticket Data
  6. Restoring Deleted Tickets

 

Introduction to Ticket Views

There are a number of ways you can view and navigate tickets in Incident IQ. Depending on your permission set, by default there are few basic ticket views that are available to you from the moment you start using Incident IQ:

Open Tickets: 

This option allows you to see all open tickets that you have permissions to view. Using the tab options at the top, you can quickly filter the Open Tickets view by only those assigned to you, those only assigned to others, or open ticket that currently do not have an assigned agent.

Open_Tickets_View_3.png

Tickets You're Following: 

This view allows you to see all open tickets that you are attached to as a follower. Because all agents are also followers on their tickets, this will include both tickets that you are only a follower on as well as tickets that you are the assigned agent on.

Tickets_You_re_Following.png

Closed Tickets: 

This option allows you to see all closed tickets that you have permissions to view. Using the tab options at the top, you can quickly filter the Closed Tickets view by only those closed by you, those close by others, or tickets that were canceled.

Closed_By_Tickets_1.png

All Tickets: 

This option allows you to see all tickets that you have permissions to view. The only ticket type that will not appear here are deleted tickets.

All_Tickets.png

Deleted Tickets: 

This view allows you to access any ticket that has been deleted throughout the district and functions much like a recycle bin.

Deleted_Tickets_1.png

My Tickets: 

This view allows you to see all tickets that you have personally submitted in Incident IQ. Using the For Me and For Others options, you can quickly access which tickets you've submitted for yourself and those you've submitted on behalf of others.

My_Tickets_View.png

 

Please note that you can further refine these views by adding filters where necessary. Additionally, you can create and save your own custom ticket views for quick access to ticket data you find the most relevant to your daily tasks.

[Return to Index]

 

Tickets in Global Search

You can search for tickets that have not been deleted in the system by using the Search button located at the top of any page.

Tickets_Global_Search_1.png

This will open up the Global Search window. From here, you can narrow down any search you make to tickets only by selecting the Tickets tab. You can also select from any of your most recent searches using the suggestions in the bottom left corner of the window.

Tickets_Global_Search_2.png

Any tickets that match your search criteria will be listed alongside their basic ticket information. This includes the ticket number, issue, status, and other submission information. Additionally, you can select from a list of filters matching your search in the Quick Filters to open a ticket view based on your selection.

warning.pngImportant Note: Although you can perform keyword searches here, these filters are not available as options when saving or editing a custom view. If you want to build a custom view you will need to use the default filters already available in IIQ.

Tickets_Global_Search_3.png

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Filtering Ticket Views

You can add filters to any ticket view by using the Filter button near the top of the ticket view.

Ticket_Filters_1.png

This will open up the filter selection window. You can use the left column to narrow down your filter category and then select what filter type you'd like to use from the options on the right side of the window.

Ticket_Filters_2.png

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 tickets that do not match your selected criteria.

Ticket_Filters_3.png

After hitting Save Selection, you'll see your filter displayed above the list of tickets in your view.

Ticket_Filters_4.png

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.

Ticket_Filters_5.png

tips.pngTip: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.

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Ticket View Analytics

You can access the analytic data of any standard or custom ticket view by clicking on the Analytics button near the top-left of the view.

Analytics_View_1.png

This will take you to the Analytics Explorer page with a special filter automatically applied to show only data for tickets matching the filter settings of your view.

Analytics_View_2.png

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Exporting Ticket Data

To export ticket data to an Excel file, begin by selecting More > Export from any Assets view.

Ticket_Export_1.png

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.

Ticket_Export_2.png

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.

Ticket_Export_3.png

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Restoring Deleted Tickets

To restore a deleted ticket you'll first need to navigate to the Deleted Tickets view. Clicking on the restore icon on the left of any ticket will open the ticket status window. This allows you both reopen the ticket and set its new status at the same time.

Deleted_Tickets_2.png

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