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.

 

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. Essentials of Working a Ticket
    1. Starting a Ticket
    2. Confirming/Changing a Ticket's Issue
    3. Resolution Actions
    4. Ticket Comments and Timeline
    5. Resolving a Ticket
  2. Confirming Asset Details
  3. Ticket Followers
  4. Changing Ticket Requestor Information
  5. Additional Ticket Options
  6. Working a Password Reset Ticket

 

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. For a visual guide to working a ticket, feel free to consult the video below.

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 Starting a Ticket

To begin working any ticket simply select the Start button located near the top of the ticket page.

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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.

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 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.

Confirming_Issue.png

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.

Changing_Ticket_Issue.png

tips.pngTip: 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.

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 Resolution Actions

The Ticket Progress section is where you will document your actions taken while resolving a ticket. You can document every action you performed in the course of working a ticket, as well as the time spent on each activity individually.

warning.pngImportant 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.

 

Adding Resolution Actions

To add a new resolution action, simply click Add Actions and select the correct resolution action.

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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.

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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.

Verify_Resolution_Action.png

 

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.

Edit_Resolution_Action.png

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 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.

Add_Comment_1.png

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.

Add_Comment_2.png

 

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.

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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.

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 Resolving a Ticket

Once you have completed working a ticket, you can resolve it by clicking on the Resolve button.

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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.

warning.pngImportant 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.

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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 use the choices to determine the correct category of device, as well as exchange the asset on the ticket when necessary.

Change_Asset.png

 

 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.

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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.

Exchange_Asset_2.png

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.

Exchange_Asset_3.png

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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.

Ticket_Followers_1.png

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.

Ticket_Followers_2.png

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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.

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A pop-up window will appear where you can select the user this ticket was submitted by.

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You can also change the user the ticket was submitted on behalf of by unchecking the checkbox beneath who the ticket was submitted by.

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A drop-down menu will appear, allowing you to search for and select the user this ticket should be submitted on behalf of.

Changing_Submitted_By_Fields_3.png

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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.

Change_Ticket_Status.png

warning.pngNote: 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.

Change_Ticket_Location.png

 

 Changing the 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.

Change_Ticket_Issue.png

 

 Changing the 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.

Change_Ticket_Priority.png

warning.pngImportant 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.

Change_Ticket_Subject.png

 

 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.

Assign-Unassign_to_Agent.png

warning.pngImportant 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.

Assign_to_Team.png

warning.pngImportant 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.

Mark_Ticket_Urgent.png

 

 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.

Mark_Ticket_Sensitive.png

 

 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.

Copy_Ticket.png

 

 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.

Delete_Ticket.png

warning.pngImportant 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.

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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.

Ticket_Password_Reset.png

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