The following article is designed to give administrators and agents with the correct permissions a detailed overview on how to manage:
- Models and issues, as well as visibility to users based on role
- The provisioning, network/wifi, and other issues and issue categories
- Available ticket categories in the Ticket wizard
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.
- Accessing the Models and Issues Page
- The Models & Issues Tab
- Provisioning, Network/Wi-Fi, and Other Requests Tabs
- The Ticket Wizards Tab
Accessing the Models and Issues Page
The Models and Issues administration section gives you the ability to locally manage what models, issues, and ticket categories are available to district users. Administrators and agents with the correct permission(s) can access this feature by selecting Administration > Advanced Settings > Models & Issues from the left navigation bar.
The Models & Issues Tab
The Models & Issues tab allows you to manage your models, issues, issue categories, as well allow the creation of local models. The following subsections will provide details guides on:
- How to activate and deactivate models and issues
- Creating and deleting models locally
- Limiting visibility for models and models categories based on a user's role
Managing Models & Issues
You can easily activate and deactivate models by checking/unchecking any box on the right of the listed model. This will make the model available for ticket and asset creation, and unchecking will likewise disable this ability.
When you activate a model, all issues available for that model category will automatically activate for it as well. To manage these issues simply select Issues on the right-hand side of the model.
At this point, an issue pop-up window will appear where you can select what issues you want active and those that you do not. If you make any changes be sure to click Save before navigating away from this window.
Creating New Models
Districts can create models that are owned and managed outside of the default list of software and devices. To begin creating a model you'll need to be in the Models tab on the Models and Issues main page in the Administration section. From here, click on New Model near the top right-hand corner of the screen.
This will open up the model creation pop-up window. At this time, you'll need to select the manufacturer, enter the model name, select the type of asset, and assign it a model category. If you have an image, you can drag and drop it into the box provided. Please note, if you need to add a manufacturer into the system then you can do so in the Manufacturers section of administration.
When a model is created, it automatically has all available global issues for that model category activated. You can unselect these issues as you do with normal models by selecting Issues on the right-hand side of the model in question.
From here simply select the issues you'd like to deactivate and hit save to complete the process.
Creating Custom Model Issues
If you want, you can add additional issues and issue categories to any default or custom model or model category in Incident IQ. If you're looking to add these to a single model, simply select the Issues button on the right side of the model in question.
Alternatively, you can add custom issues and issue categories to an entire group of models by using the Issues button on the right side of a model category.
In the pop-up window, you can use the Issue Category and Issue Type drop-down menus to select from the default list of available categories and issues stored in the system for that model type.
Sometimes the existing categories and issues may not suit your district's needs. In such cases, you can also add custom issues and issues categories that do not already exist in the system by using the Add New Category and Add New Issue Type buttons.
Clicking on either option will open a new pop-up window. From here, you'll be able to manually enter in whatever you would like to appear in the system.
Once you have both your category and issue setup, a Save button will appear. Click on it to complete adding your new issue into the system.
Deleting Locally Created Models
You can delete any model created locally on your site using the Delete button on the right side of the model in question. Please note that this feature is only available for locally created models and is not possible with default Incident IQ models.
At this point, a pop-up window will appear asking whether you are sure that you wish to delete the selected model. Once you click Yes this action cannot be undone.
Limiting User Visibility for Models & Categories
At times you may identify models or model categories that certain groups of users would never interact with during their on a daily basis in Incident IQ. For instance, students may only ever interact with one or two Chromebook models. In this case, being able to search for and put tickets in for all Chromebooks in the system wouldn't make much sense for them.
In such cases, you can limit a user's ability to see a particular model by adjusting their visibility based on their user role. To do so, start by selecting the Visibility icon on the right of any particular model.
At this time a pop-up window will appear. From here, you can select what roles you would like to have visibility on the category in question. Additionally, a list of models will appear below the role options showing exactly which models will be affected by this change. When finished, click Save.
From time to time you may come across an entire model category that you feel certain groups of users shouldn't see during there day to day interactions with Incident IQ. For instance, teachers may never work with servers, so being able to search for and put tickets in for these devices wouldn't make much sense for them.
In such cases, you can limit a user's ability to see these categories by adjusting their visibility based on their user role. To do so, start by selecting the Visibility icon on the right of the desired category.
At this point, a pop-up window will appear. If you already have models activated underneath the category you will need to click on click here to continue to edit the category visibility.
Once at the Bulk set visibility window, you can select what roles you would like to have visibility on the category in question. Additionally, a list of models will appear below the role options showing exactly which models will be affected by this change. When finished, click Save.
Provisioning, Network/Wi-Fi, and Other Requests Tabs
The Provisioning, Network/Wi-Fi, and Other Request tabs allow for districts to capture all other requests not related to other assets. This section will go over managing these types of issue categories which includes:
- Activating and deactivating issue categories
- Creating and deleting custom issue categories
- Managing issues for each issue category
Managing Issues and Issue Categories
By default, Incident IQ comes with a number of categories and issues for Provisioning, Network/Wi-Fi, and Other Requests sections. However, these may not fit your particular districts needs. As with models, you can control what issues are active in your system by using the checkbox to the left of each issue.
If you want to deactivate this issue category entirely then simply uncheck all the issues located underneath it. After doing so, users will no longer see this option available for ticket submission.
You can also add new issues to any issue category using the search bar beneath it. Simply search for your desired issue from the list of default issues in the system and then click on Add.
Creating Custom Issues
If needed, you can create and add issues that do not currently exist in Incident IQ to your issue categories. To do so, simply select the down arrow on the right side of the Add button and select New Issue Type.
In the pop-up window, enter the name of your new issue and select Save.
At this point, the new issue will appear in the list of issues underneath the selected category.
Creating Custom Issue Categories
To create a new category under Provisioning, Network/Wi-Fi, and Other Requests, begin by entering in the name of your desired category. and click on Add Category.
At this point, you will need to select the issues you want to make available for this category. You can search for and add any global issues using the drop-down menu and clicking on the Add button.
Your selected issue will now appear as an activated option. Additionally, you can search for and add as many issues as needed under any given category.
Editing/Deleting Locally Created Issues
You can easily edit or delete any locally created issue by selecting the Edit button located on the right side of the issue.
A pop-up window will now appear where you can edit the issue name or delete it entirely.
Editing/Deleting Locally Created Issue Categories
You can easily edit or delete any locally created issue category by first hovering over the category title. When you do, the text will change to blue and a pencil icon will appear next to it. Click on the category title to continue.
A pop-up window will now appear where you can edit the category name or delete it entirely. Please note, once a category is deleted this change cannot be undone.
The Ticket Wizards Tab
You can manage what ticket categories are used on your site in the Ticket Wizards tab of the Models & Issues page. Selecting or unselecting any checkbox will activate and deactivate these categories district-wide.
Alternatively, you could simply limit a category's visibility based on a user's role using the Visibility buttons on the right side of the page.
In the pop-up window, unchecking any box ensures that all users with that role will no longer see that category as an option to select during ticket submission.