Submitting a New Ticket

Guide Overview

This article is designed to provide requestors (students, faculty, staff) step-by-step guides on the following topics:

  • Using Quick Tickets to submit tickets for your assigned assets (computers, software, projectors, etc).
  • How to submit tickets for assets owned by other users.
  • Submitting a ticket on behalf of another user or location.
  • How to attach or delete an image file on a ticket.

 

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
  2. Quick Tickets
  3. Submitting a Ticket for an Asset not in Quick Tickets
  4. Submitting a Ticket for Another User
  5. Submitting a Ticket for Another Location
  6. Attaching/Deleting Images on a Ticket

 

Introduction

Submitting a ticket through Incident IQ's Ticket Wizard is designed to be as quick and easy as possible, while at the same time providing technicians with the necessary information to address your problem in a timely manner. The following video is designed to give you a general overview of submitting a ticket by taking you step-by-step through the ticket submission process.

 

If you have any questions or concerns, we highly recommend consulting the relevant help sections of this document for additional details.

[Return to Index]

 

Quick Tickets

The fastest and most preferred method of submitting a ticket through Incident IQ is by using the Quick Tickets selections located on your Dashboard. This section is populated by assets that have been assigned to your user account, and represent the technology you personally interact with on a regular basis.

If you are submitting a ticket for an asset assigned to yourself, simply select it from the Quick Tickets section as shown in the example below.

warning.pngImportant Note: If you are submitting a ticket for an asset not in your Quick Tickets, or an issue unrelated to an asset such as wifi problems, please see section three instead.

Benefits_1.png

At this point, Incident IQ's Ticket Wizard will open. You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the displayed list or choose Issue not Listed if your specific problem is not listed.

Ticket_Creation.png

You can also use the search bar to quickly narrow down the listed problem selections.

Ticket_Creation_Search.png

After you have identified the general issue of your ticket you will be able to describe your problem in greater detail. If you have any additional information to share, use the dialog box to describe your issue further. By default, you will also be asked to identify both the urgency of the ticket and whether it contains sensitive student information (e.g., student personally identifiable information or PII).

Your district may also include additional entry fields not shown below (such as location details.) If that is the case, you will need to ensure that any field marked by a red asterisk is filled out as these have been marked as required fields by district IT leadership.

Information_Fill_In.png

After you have completed filling in and reviewed all your ticket's information select Submit Ticket.

Ticket_Submission.png

At this time the ticket will be generated in the system and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.

Ticket_Details_Page.png

[Return to Index]

 

Submitting a Ticket for an Asset not in Quick Tickets

From the Incident IQ dashboard, you can create a new ticket for any device by clicking New Ticket icon. For Requestors, this will always be located on the top navigation bar or in the "My Recent Tickets" section of your dashboard.

Dashboard_Header.png

You will now be asked to what your ticket is about. This section is broken down into four different categories:

  • Devices/Hardware: Used when something is physically wrong with a piece of technology (i.e. broken screen, cracked case, water damage, etc.)
  • Software/Online Systems: Used when a problem arises with an application (i.e. Microsoft Office, Google Drive, Emails, etc.)
  • Network/Wi-Fi: Used when a network issue occurs (i.e. network is slow, a computer will not connect to the local network, etc.)
  • Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e. light bulbs, tools, cleaning equipment)

Select the category that best fits the problem you are experiencing at this time.

Ticket_Generation_2.png

warning.pngImportant Note: Be aware that Incident IQ will automatically update the ticket location to match the stored location of the device/asset in question. Please ensure that your ticket location data is correct before continuing with the submission process.

You will now be asked to further refine your ticket submission. This includes identifying specific hardware or online systems/software where necessary.

Device_Model.png

You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the displayed list or choose Issue not Listed if your specific problem is not listed.

Ticket_Creation.png

You can also use the search bar to quickly narrow down the listed problem selections.

Ticket_Creation_Search.png

After you have identified the general issue of your ticket you will be able to describe your problem in greater detail. If you have any additional information to share, use the dialog box to describe your issue further. You will also be asked to identify both the urgency of the ticket and whether it contains sensitive student information (e.g., student personally identifiable information or PII).

Your district may also include additional entry fields not shown below (such as location details.) If that is the case, you will need to ensure that any field marked by a red asterisk is filled out as these have been marked as required fields.

Information_Fill_In.png

After you have completed filling in and reviewed all your ticket's information select Submit Ticket.

Ticket_Submission.png

At this time the ticket will be generated in the system and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.

Ticket_Details_Page.png

[Return to Index]

 

Submitting a Ticket for Another User

You can submit a ticket on behalf of another user simply by clicking on your user icon near the top-left of the ticket submission page.

Submitting_a_Ticket_for_Another_User_1.png

This will open the users selection page. From here you can search for and choose the user you want to submit the ticket for from the list displayed.

Submitting_a_Ticket_for_Another_User_2.png

You will now see your name replaced with the user you selected. When you complete the ticket submission process it will now submit on behalf of the user you've selected.

Submitting_a_Ticket_for_Another_User_3.png

From here, you'll be able to complete the ticket submission process as described in section three of this document.

[Return to Index]

 

Submitting a Ticket for Another Location

To submit a ticket for another location, click on your location icon near the top-left of the ticket submission page. This will bring up a list of users at your school.

Submitting_a_Ticket_for_Another_Location_1.png

This will take you to the location selection page. From here you can search for and choose the new location from the list displayed.

Submitting_a_Ticket_for_Another_Location_2.png

You will now see your default location replaced with your selected location. When you complete the ticket submission process it will now submit for the new location.

Submitting_a_Ticket_for_Another_Location_3.png

From here, you'll be able to complete the ticket submission process as described in section three of this document.

[Return to Index]

 

Attaching or Deleting Images on a Ticket

To attach a file or picture to a ticket, simply drag and drop the file, from the destination you have it saved in, into the Attach File Section on the final page of your ticket submission.

Attaching_an_Image_to_a_Ticket.png

You can delete any attached image from tickets by clicking on the Red Trashcan Icon next to an image file.

Deleting_an_Image_from_a_Ticket.png

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