Managing Site Options

Guide Overview

The following guide provides step-by-step instructions on how to manage various site options including:

  • Default notification settings
  • How agents and admins work and interact with tickets and ticket data
  • Incident IQ training settings
  • Usability and site functionality 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. Introduction
  2. Asset Options
  3. Login Options
  4. Ticket Options
  5. Training Options
  6. Usability Options
  7. Notification Options
    1. Ticket Owner
    2. Ticket Agent
    3. Team Member
    4. Ticket Follower

 

Introduction

Site Options allow you to customize how you and your users interact with Incident IQ. This includes default options for notifications, viewing tickets and assets, training, and various miscellaneous settings that affect the system functionality. To access this feature simply click on Administration > Site Options from the left-hand navigation bar.

Site_Options_Nav_Bar.png

warning.pngImportant Note: Changes made these options may take up to an hour to take effect and may alter the ability for users to access and use certain features of Incident IQ.

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Asset Options

The options in this section dictate how users interact with assets and asset data in Incident IQ and include:

  • Default Page Size: This allows you to set the default number of assets that will display in any asset view sitewide. You can set this to either 10, 20, 50, 100, and 200.
  • Update Asset Location to Match Owner: This allows you to set whether Incident IQ updates an asset's location to always match the asset owner's location.

Asset_Site_Options_1.png

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Login Options

The options in this section allow you to customize how login settings for users in Incident IQ and include:

  • Verify Email: This option controls whether all user accounts manually created inside of Incident IQ must have the associated email account verified by the user.

Login_Site_Options_1.png

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Ticket Options

The options in this section allow you to customize how users interact with tickets and ticket data in Incident IQ and include:

  • Allow Urgent Tickets: This controls whether the urgent ticket option will appear for users during ticket creation.
  • Assignment Delegation: This option allows you to decide what actions an agent can take on a ticket directly assigned to them. Please note, this will override their current permissions only for tickets they are the assigned agent on.
  • Auto-expand All Categories for Devices: This option controls whether device categories are automatically collapsed to the most common ones during ticket submission for users.
  • Default Page Size: This allows you to set the default number of tickets that will display in any ticket view sitewide. You can set this to either 10, 20, 50, 100, and 200.
  • Default Priority: This allows you to set the default priority assigned to newly created tickets.

Ticket_Site_Options_1.png

  • Enable Parts Management for Technology: This option allows you to control whether the parts management feature appears for use in the default technology module.
  • Include Unassigned Tickets: This option allows you to set whether users will see unassigned tickets and tickets that are assigned to a user in their Highest Priority Tickets widget by default.
  • Prompt for additional users to be notified when creating tickets: This option allows you to control whether requestors are able to add other users as followers when creating a ticket.
  • Require Assets to be Verified: This option controls whether agents are required to verify the asset details on a ticket they are working.
  • Require Issue to be Verified: This option controls whether agents are required to verify the issue while working on a ticket.

Ticket_Site_Options_2.png

  • Require room selected: This toggle option allows you to control whether requestors are required to identify a room number when creating a ticket.
  • Show Ticket Description: This toggle option allows you to control whether ticket descriptions automatically display for all users in their ticket views by default.
  • Show Ticket Flyout: This toggle option allows you to control whether the ticket flyout is turned on by default for agents and administrators.
  • Show Ticket Tooltips: This toggle option allows you to control whether users will see a pop-up window with additional details when hovering over a ticket in any ticket view.

Ticket_Site_Options_3.png

  • Ticket Effort Logging: This option allows you to control whether agents and administrators have to log time for ticket resolution actions.
  • Ticket Number Format: This option allows you to customize how your site will generate ticket numbers.

Ticket_Site_Options_4.png

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Training Options

The options in this section allow you to customize certain training settings in Incident IQ and include:

  • Enable training?: This toggle option will turn training on for the site requestor users.
  • Introduction Wistia Video URL Tag: This option allows you to replace the default video that appears in the requestor training with one of your own.

Training_Site_Options_1.png

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Usability Options

The options in this section allow you to customize how users interact with Incident IQ itself and include:

  • Blur Modal Background: This option allows you to toggle the background blur that appears when opening a window within Incident IQ on or off.

Usability_Site_Options_1.png

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Notification Options

The following section and subsections are designed to give you an overview of the various ticket notification site options available in Incident IQ. When it comes to configuring the default site notifications, you can decide when users will receive alerts from two sources:

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

Configuration_Overview.png

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 Ticket Owner

These notification settings concern tickets that you have either submitted directly or had submitted on behalf of you.

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

Notifications_Site_Options_1.png

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 Ticket Agent

These notification settings concern tickets that you are the assigned agent on.

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

Notifications_Site_Options_2.png

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 Team Member

These notification settings concern tickets that are assigned to a team you are a part of.

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

Notifications_Site_Options_3.png

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 Ticket Follower

These notification settings concern tickets that you are a follower on.

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

Notifications_Site_Options_4.png

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