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. Email Options
  4. Requestor Features
  5. Settings
  6. Ticket Options
  7. Training Options
  8. Usability Options
  9. User Options/ Login
  10. 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.

[Return to Index]

 

Asset Options

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

  • Audit Policy Alert At Risk %: This allows you to set an automatic policy alert when the current assets reach the current percentage that you set for at risk. 
  • Audit Policy Alert Failed %:This allows you to set an automatic policy alert when the current assets reach the current percentage that you set for failed. 
  • Audit Policy Alert Unverified %:This allows you to set an automatic policy alert when the current assets reach the current percentage that you set for unverified. 
  • 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.

Site_Options_-_Assets1.png

  • Number of allowed Asset to be assigned before working (non-students): Assigning a new asset to the non-student who already has this number of assets already assigned to them. This will trigger a warning message to confirm the additional assigned asset. This does not block non-students from being assigned more than the provided number of assets. 
  • Number of allowed Asset to be assigned before working (students): Assigning a new asset to the student who already has this number of assets already assigned to them. This will trigger a warning message to confirm the additional assigned asset. This does not block students from being assigned more than the provided number of assets. 
  • Show Audit Policy Status In Asset Grids: Audit verification status column will show in asset explorer gird. 
  • When User is Assigned an Asset - Update Assets to Match Owner's Location: When an asset is assigned to an owner, automatically update the asset location to match the owner's location. 
  • When User's Location Changes - Update Asset to Match Owner's Location: When an asset owners location is changes automatically update the asset location to match.

Site_Options_Assets2.png

[Return to Index]

 

Email Options

These options allow you to change the "From" email notification preferences that are sent from Incident IQ.

  • Email Notifications "From" Address: This allows you to change the beginning of the "From" email address. This is for the emails that are sent from Incident IQ. 
  • Email Notification "From" Name: This allows you to change the email notification "Name" that the email are coming from. 

Site_Options_-_Email.png

 

Requestor Features

These options allow you to manage the requestors features. 

  • Allow teachers to verify student assets: Choose which classes a teacher can verify assets in. Choose if they can verify All classes, Homeroom Only classes, or None classes.
  • Enable My Classes: If you are intergraded with your SIS system to Incident IQ, you can enable MyClasses to allow teachers to see their classes and student based on the SIS data. 
  • Enable MyClasses Check-in: If you are intergraded with your SIS system to Incident IQ, you can enable MyClasses Check-in to allow teachers to check-in devices for their students.
  • Enable MyClasses Check-out: If you are intergraded with your SIS system to Incident IQ, you can enable MyClasses Check-out to allow teachers to check-out devices for their students.

Site_Option_-_Requestor_Features.png

 

Settings

These options allow you to add your logo and website URL. As well as manage remote support ticketing via e-mail. 

  • Allow Remote Support Tickets via E-mail: When an unrecognizable email address sends in a support ticket via email, allow ticket to be created and automatically create guest account for the unrecognized email address.
  • Logo: Image used in e-mails and public web pages. 
  • Remote Support-Tickets E-mails - Default Location: Set a default location when a new remote ticket is created via email. This default location will be set for the user and ticket. 
  • Website URL: Provide primary website link/URL when directing users to your website. 

Site_Options_-_Settings.png

 

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.
  • Assignment Delegation For Teams: This option allows you to decide what actions a team 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.

Site_Options_-_tickets1.png

  • Enable Parts Management: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.
  • Location/Room Details: This option allow the requestor to add any additional details regarding where the issue is located. 
  • 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 Confirmed: This option controls whether agents are required to verify the asset details on a ticket they are working.
  • Require Issue to be Confirmed: This option controls whether agents are required to verify the issue while working on a ticket.
  • Require Resolution Actions: This option controls whether agents are required to verify the resolution actions while working on a ticket. 

Site_Options_-_Tickets2.png

The following toggle options allows you to control whether requestors are required to identity a room number when creating a ticket:

  • Required room for device tickets
  • Require room for facilities tickets
  • Require room for network/wifi tickets
  • Require room for online system tickets
  • Require room for other request tickets
  • Require room for provisioning tickets

Site_Options_Ticket_4.png

  • Sensitive Information Default Value: This toggle option allows you to control whether requestors are required to determine if the ticket contains protected student information. You have four options:
    • Not Set - This option gives the requestor the options to choose if the ticket contains protected student information.
    • On -This option will default this field in the ticket to yes. 
    • Off - This option will default this field in the ticket to no. 
    • On (hidden)- This option will hide the field and automatically determine that it has protected information. 
      Please note, if the ticket does contain protected information that information will be stripped from emails and PDFs. 
  • Show Asset Verification: This toggle option allows you to control if the agent working the ticket is required to verify the asset for that 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 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.
  • Strip Email Signatures and Forwarded Content: This toggle will strip email signature and any forwarding content that is sent via emails. 
  • 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.

Site_Options_-_Ticket5.png

[Return to Index]

 

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.
  • User Flyouts: This option allows (where available) you to use a flyout to view a ticket instead of navigating to a new page. 
  • User Rollout Scout: This option allows you to use the Rollout Scout app for checking in/out asset scanning. 

Site_Options_-_Usability.png

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User Options / Login

These options allow you to control who received a welcome email and if user needs to verify their email. 

  • Auto-Send Welcome Emails: This option allow you to automatically send a welcome email to users when new users are created.
  • Verify Email: This option allows new local user to verify their email. 

Site_Options_-_User_options__login.png

 

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

[Return to Index]

 

Apps

Sync failures notification will send an email when there is a sync failure with app integrations:

  • Single Sign On (SSO)
  • Asset Management
  • Student Information System (SIS)

Site_Options_-_Notifications_App.png

 

 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 Created: This setting will notify a user whenever a ticket that they are a follower on has been created. 
  • 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.

Site_Options_-_Notifications_Followe.png

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