Guide Overview

This guide is designed to give iiQ agents and administrators a detailed overview of the following dashboard related topics:

  • A breakdown of the different dashboard widgets and their functions.
  • Managing and customizing the dashboard to meet an individual user's needs.
  • Accessing and managing your notification settings.

 

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. Dashboard Overview 
    1. Ticket Stats
    2. To-Do List
    3. Web Notifications
    4. Highest Priority Tickets
    5. District Tickets
    6. Custom Views
  2. Configuring Your Dashboard
    1. Managing Components
    2. Adjusting Ticket Display Settings
    3. Configuring Notification Alerts
    4. Assigning/Removing Favorite Locations
    5. Resetting Your Dashboard Layout

 

Dashboard Overview

Your Incident IQ Dashboard has a number of default components that are designed as a toolkit to help you monitor and complete your daily tasks. Every element on the dashboard can be moved, removed, and resized to fit your individual needs. Additionally, you can create custom ticket reports that can be added to your desktop to easily access specific ticket data. The following section is designed to give you a clear understanding of each dashboard component and its intended purpose.

[Return to Index]

 

 Ticket Stats

At the top of your dashboard, you will find four data boxes. These are designed to provide a quick overview of the following ticket stats:

  • Assigned to me - This box shows all open tickets currently assigned to you, as well as a breakdown of how many are in each priority category.
  • Assigned to others - This box shows the total of all open tickets currently assigned out to other users in the district, as well as a breakdown of how many are in each priority category.
  • Unassigned - This box shows all open tickets that are currently unassigned, as well as a breakdown of how many are in each priority category.
  • Resolved by me - This box provides you a quick overview of how many tickets you've personally resolved that day, as well as the total number of tickets you've resolved in the past week.

Ticket_Widget.png

[Return to Index]

 

 To-Do List

Incident IQ includes an easy to use To-Do list component on your dashboard. Using this feature allows you to create tasks quickly and resolve them just as easily.

To-Do_List.png

You can also assign tasks on your To-Do List to other users. These tasks will then appear not only on your dashboard but on the assigned user's dashboard as well.

Dashboard_-_To_Do_GIF.gif

Additionally, you can also complete any task assigned to another user on your To-Do list. To do so, simply assign it to yourself and mark it complete.

[Return to Index]

 

 Web Notifications

When Web notifications are enabled, you'll see these notifications appear directly on your Dashboard in the Notifications Widget.

Notification_Widget.png

The notifications icon in the top right of your dashboard will also display a count of any new notification that you have not yet viewed.

Notification_Icon.png

Clicking the notification icon will give you a drop-down list showing basic information the updated tasks. From here, you can go to the Notification Center page by clicking See All Notifications.

Notification_Center.png

From the Notifications Center, you can view all of your currently updated tasks in the Current tab.

Notification_Center_2.png

You can quickly clear your notifications by either clicking on Mark All Read. Alternatively, you can instead choose to Archive All of your notifications for later reference.

Notification_Center_3.png

You can access all of your archived notifications by clicking on the Archived tab.

Notification_Center_4.png

[Return to Index]

 

 Highest Priority Tickets

The Highest Priority Tickets component shows all tickets that you can work, sorted from the highest priority to the lowest. This includes tickets directly assigned to you, as well as unassigned tickets that you may be tied to and can potentially resolve.

Highest_Priority_Widget.png

Even though the default sorting method is by highest priority, you can also sort this section differently by using the other sort options available to you when clicking on the top-right element of each column.

Highest_Priority_Widget_2.png

[Return to Index]

 

 District Tickets

The District Tickets dashboard component is designed to give you a simple method for accessing ticket data for any location you have permission to view.

District_Tickets.png

Each location's total open ticket count is displayed on the right. Simply clicking on any link will take you directly to a filtered view of that location's tickets. This includes all tickets that are currently unassigned, assigned to you, or assigned to other users.

[Return to Index]

 

 Custom Views

You can add saved custom views as a component directly to your dashboard. This allows you to customize your dashboard beyond the default options, giving you quick access to data you specifically need oversight on.

Dashboard_Layout_Tab_3.png

tips.pngTip: Not familiar with using custom views? If you use filters to search for the same ticket or asset data often we'd highly recommend saving them as a custom view for quick reference. Feel free to check out our Creating Custom Views article for more details!

[Return to Index]

 

Configuring Your Dashboard

You can customize the look and content of your dashboard to best suit your personal workflow — bringing essential information to the forefront of your Incident IQ experience. To access your dashboard settings, simply click on your username located on the top-right of the screen and select Options from the drop-down menu.

Options_Menu.png

[Return to Index]

 

 Managing Components

The components on your dashboard are not static objects and can be moved or removed from your dashboard under the Dashboard tab of your settings.

Change_Layout_Gif_3.gif

Additionally, you can adjust select components to certain predefined widths according to what you feel best meets your needs or preferences:

          33%: Occupies ⅓ of the dashboard width

          50%: Occupies ½ of the dashboard width

          66%: Occupies ⅔ of the dashboard width

          100%: Occupies the full width of the dashboard

[Return to Index]

 

 Adjusting Ticket Display Settings

The Tickets tab allows you to toggle common ticket settings on/off according to your preference, and includes the following options pictured below:

Settings_Tab_1.png

You can choose the default number of items that will appear per page on your asset and ticket views using the Default Page Size options.

Settings_Tab_2.png

The next four options on this page allow you to select how ticket data displays for in you in IIQ.

  • Include Unassigned Tickets: When this option is on, you will automatically see unassigned and tickets that are assigned to you in the Highest Priority Tickets widget. If this option is turned off, you will instead initially only see open tickets directly assigned to you.
  • Show Ticket Description: When this option is on, you will see the issue description appear on a ticket in any view if this field has any information entered into it.
  • Show Ticket Flyout: When this option is on, you will see the ticket pop open in a flyout on the right side of the page when clicking on a ticket in any view. Turning this option off will instead take you directly to the ticket page.
  • Show Ticket Tooltips: When this option is on, a small pop-up window will appear when hovering over the ticket to provide more detailed information about a ticket than what is displayed in the ticket view.

Settings_Tab_3.png

The final option simply determines if the background information on the screen will blur when in a flyout or pop-up window.

Settings_Tab_4.png

[Return to Index]

 

 Configuring Notifications

The Notifications tab allows you to control what notifications appear in the Notifications Widget on the dashboard as well as when you receive email alerts according to your preferences.

tips_2.pngImportant Note: Incident IQ has a delayed period of roughly five minutes for sending out emails when they meet an alert notification trigger. Additionally, in order of importance agent settings will take priority over team and follower settings, and team settings will take priority over follower settings.

Notifications_Tab_1.png

When it comes to configuring notifications, you decide when you receive alerts from the following two sources:

  • Web Notifications: Checking or unchecking these boxes control the notifications that appear for you within Incident IQ itself via the notification center.
  • Email Notifications: Checking or unchecking these boxes control the notifications you will get through email.

Web_and_Email_Notifications.png

When it comes tickets that you've submitted or were submitted on your behalf, you can configure the following notifications:

  • Ticket Activity: This setting will notify you whenever a ticket that you have submitted or had submitted for you has a new comment, part or resolution action added to it.
  • Ticket Closed: This setting will notify you whenever a ticket that you have submitted or had submitted for you is closed.
  • Ticket Created: This setting will notify you whenever you personally create a ticket in the system.
  • Ticket Created For Me: This setting will notify you whenever someone has created a ticket on behalf of you.
  • Ticket Updated: This setting will notify you whenever a ticket that you have submitted or had submitted for you has a status, assignment, or asset changed on it.

Notifications_Tab_2.png

On tickets that you are the assigned agent, you can configure the following notifications:

  • Ticket Activity: This setting will notify you whenever a ticket that you are an agent on has a new comment, part or resolution action added to it that you did not personally add.
  • Ticket Assigned: This setting will notify you whenever a ticket is directly assigned to you.
  • Ticket Closed: This setting will notify you whenever a ticket that is assigned to you has been closed.
  • Ticket Updated: This setting will notify you whenever a ticket that you are an agent on has a status, assignment, or asset changed on it that you did not personally change.

Notifications_Tab_3.png

When getting assigned a ticket as part of a team, you have the following notification options:

  • Ticket Activity: This setting will notify you whenever a ticket that is assigned to a team that you are a part of has a new comment, part or resolution action added to it that you did not personally add.
  • Ticket Assigned: This setting will notify you whenever a ticket is assigned to a team that you are a part of.
  • Ticket Closed: This setting will notify you whenever a ticket that is assigned to a team that you are a part of has been closed.
  • Ticket Updated: This setting will notify you whenever a ticket that is assigned to a team that you are a part of has a status, assignment, or asset changed on it that you personally did not change.

Notifications_Tab_4.png

Finally, as a follower on a ticket you can configure the following notification types:

  • Ticket Activity: This setting will notify you whenever a ticket that you are a follower on has a new comment, part or resolution action added to it that you did not personally add.
  • Ticket Closed: This setting will notify you whenever a ticket that you are a follower on has been closed.
  • Ticket Updated: This setting will notify you whenever a ticket that you are a follower on has had a status, assignment, or asset changed on it that you personally did not change.

Notifications_Tab_5.png

[Return to Index]

 

 Assigning/Removing Favorite Locations

You can set what ticket data will display in your District Tickets window on the dashboard by checking specific locations in the Locations tab. You can select one or multiple locations, depending on where you need ticket oversight.

Locations_Tab_1.png

On the dashboard, you will now only see your selected location in your favorites window.

Locations_Widget.png

[Return to Index]

 

 Resetting Your Dashboard Layout

If you wish to restore your dashboard to the default settings, simply click Restore to Default Layout in your dashboard layout tab.

Restore_Layout_Gif.gif

[Return to Index]

Was this article helpful?
4 out of 4 found this helpful

Comments

0 comments

Please sign in to leave a comment.